My closing was delayed and had to be extended. Also, numbers kept changing based on the cash out of the equity. So it did make the process confusing and frustrating at times.
Most amazing and easy process for me to buy a home. Everyone was extremely helpful and kind. I would highly recommend United Veterans to anyone buying a home!
I highly recommend Mike Wilson at Veterans United. He was professional, knowledgeable, and incredibly helpful throughout the process of closing on my second home. Mike communicated clearly, answered all my questions, and made the entire loan process smooth and stress-free. His dedication and expertise made a big difference, and I’m grateful for his outstanding service.
Working with Josh Deleon and Matthew G. was a real pleasure. They made my dream home come true. Their communication was outstanding! I also applied with another mortgage company and the service from Veterans United was by far superior. I would without hesitation go with Veterans United again in the future!
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Connor Brandt and his team are exceptional at what they do. They guide you seamlessly through every phase of this process, and help with things you didn't even know you would need help with. We are very grateful for your help in getting our dream home.
Our loan team was very helpful and efficient. Any questions we had were answered promptly and clearly. They were very responsive, and quick with getting necessary documents to us. They even sent us a sweet new home gift with goodies for us and toys for our pups. They are very professional while also being thoughtful and personable, and clearly go above and beyond for their clients.
Bobby Moss is an outstanding loan coordinator. He is extremely helpful, understanding, and responsive.
Home buying is a team effort. To have an awesome experience, takes an awesome team. Marcus' team is that awesome team to deliver that stellar experience!Many thanks to you Marcus and your team!
Team was awesome! Very great 1st time home buying experience!
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Jeff and Destin were very patient with me and my wife in our decision-making for our new home. I would love to send them praise and say thank you for being so patient and helpful on all Scales.
As a first time home buyer, I went through a rollercoaster of emotions throughout this process. Lance Hopper and his team went out of their way to make sure I knew what to expect through the process. I even had a family emergency during this process that put things on pause. The first thing that Lance said to me was take care of family and we'll still be here. Throughout this process, I did not just feel like another number with Veterans United. As a Marine, I have always had a mentality of "get things done"....but with Veterans United, they made sure I was prepared for the whole process.
Communication between team members was weak. Thorough communication with us was nearly non-existent. We would get a short text messages on Fridays just before VU’s office closed making it impossible to ask for clarification. We would send emails asking questions only to get short responses that didn’t address several touch-points in our questions. We would call throughout the week only to be sent to voicemail each time with return calls rarely returned. We would get a quick email or text saying that someone would call us the next day. Sometimes it would be several days later before we finally got some answers. We were pushed off to different people throughout this process, never knowing who to contact for sure. We were told that Jack (Jackson) was our POC, then to only call Nathan, then back to Jack….finally ending with Kayla. Granted this was a difficult loan. We were unaware that my deceased brother was listed on the deed and had to go through a short probate. All in all, the lack of informative communication was excruciatingly lacking. Mind you, we weren’t being helicopter clients, we had legitimate concerns and questions that were left open for a week or more at a time.
Response from Veterans United
Hi Nevada,
Thank you for taking the time to share your experience. I'm sorry the communication throughout your loan process left you feeling frustrated and unsure of who to turn to for answers. Buying a home can be stressful enough, especially when unexpected challenges arise, and you deserved clear, timely communication along the way.
I understand how discouraging it must have been to repeatedly reach out with questions, only to receive limited responses or wait days for clarification. While some loans involve additional complexities, that doesn't make consistent communication any less important. I'm sorry your experience fell short of those expectations.
I'd appreciate the opportunity to learn more about what happened and share your feedback with the appropriate teams. Please reach out to my Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com. I'm hopeful we can have a meaningful conversation about your experience.
Sincerely,
Claire S., Client Relations Manager
Luke Thurman did an outstanding job helping us understand all quantitive information for this home loan. We greatly appreciate the time he took taking a few of our unplanned phone calls and patience as we likely asked him the same question he's heard for 1,000,000th time.
