Diana was awful. She was rude, never let me finish a sentence, and was very condescending whenever we spoke. Not only was she rude with me, she was rude with my realtor, and the title company I used. Everyone had the same experience of condescending nature and an inability to respond in a reasonable timeframe.Courtney was very polite, but she had two vacations while I was trying to close which did in fact set me back and made it very inconvenient for when we actually closed. It put serious stress on my family making us push back 2 weeks. This cost us a good amount of money in figuring out moving costs and HOR while transient . Not only were the vacations not great, Diana and Courtney took overlapping vacations which DIRECTLY led to receiving our “cleared to close” after they got back, making our window for time not work for the given week and get pushed to the next.I do believe it’s important to add, I requested a NEW TEAM a week or two prior to closing and that request was ignored and answered with an extremely awkward phone call with Courtney that consisted of “we still want your business” - my business with veterans united was never at question; I’ve worked with VU many times before and had amazing experiences. This instance, was not one of them. I just wanted to replace Courtney and Diana (mostly Diana she was awful to work with).Multiple instances where I called to no-answer, sent texts asking for help or asking questions, and THE NEXT DAY I’d get a request to do my to-do’s because they completely ignored my messages and calls and voicemails. It made me feel like they were not involved with me or engaged. This team really let me down and I won’t be using Veteran’s United again. There were also times where I was told they wouldn’t reach back out unless a voicemail was left. That’s just bad business. It’s 2026, no one leaves voicemails anymore. If I am buying a house that is 6% interest and makes veteran’s united $25,000 A YEAR, I think I am owed a return call when I call you. If that’s not the case, you don’t deserve any business.
Response from Veterans United
Hi Samuel,
Thank you for taking the time to share your experience. As someone who has worked with Veterans United multiple times before, I'm especially sorry to hear that this experience left you feeling so disappointed. I can understand why you would be frustrated if you felt your questions, calls, texts, and concerns were not being addressed in a timely manner throughout such an important process.
I also understand your concerns regarding communication, responsiveness, and the impact that delays had on your closing timeline. Moving a closing date can create additional stress, uncertainty, and expenses for families, and I can appreciate why that would be upsetting. I also hear your frustration regarding your request for a different team and your feeling that the request was not handled in the way you expected.
I appreciate you recognizing that you've had positive experiences with Veterans United in the past. While I'm sorry this transaction did not reflect those experiences, your feedback is important and helps us better understand where we can improve. I'd like the opportunity to learn more about what happened and review your concerns in greater detail.
Please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available from 9 a.m. to 5 p.m. CST, Monday through Friday. If you contact us outside those hours, we can typically respond the next business day.
Sincerely,
Claire S., Client Relations Manager
Kendrick was on the ball, he is a hard charger and helps with the hard and simple fixes.
Our team at Veterans United made purchasing our first home smooth and straightforward! The support, communication, and customer service exceeded our expectations! Thank you Veterans United!!
With Veterans United, you are at the right place. We recently acquired a home thanks to the great team there from out loan agent Kyle, and loan coordinator Deena. They guided us through every step of the way and made it easy. Let them help you out.
He handled everything so well during this transaction.
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Jake has definitely made my first time home buying experience a lot easier and is very good at explaining stuff in detail so I could better understand the process!
My lender and team were the best highly recommend
OK, so, I have always preferred renting for the convenience, but then about a year ago I was somehow inspired to buy a home, if I could find the right now. I h ad stumbled onto VU and had contacted them with my interest in doing a VA loan, which would be my first. My best friend "sister" and I spent months trying to find one close to her house, (My mom has dementia and I am her caregiver and my friend and her family have helped me care for her and she has become part of their family) Unfortunately, they were all high priced and still a bit away distance-wise, so we kind of tabled it for another time. For anyone who doesn't think prayer works, they might want to recheck that! A mutual friend of ours owned a house literally across the street, and one day she told us that she and her husband were going to move back to TX and they decided to finally sell the house. Once my friend told her about me wanting it, she didn't even list it, instead doing a FSBO, which took out the middle man. I contacted Alec and crew to tell him I had finally found a house and he was so excited for me! He literally took care of everything and brought in Elizabeth and Blake to hold my hand through the process, which took less than a month! When they said they were going to do something, they did it and with high quality caring. They found a title company locally that also was awesome with very helpful and attentive people. They even had gotten a beautiful sign made for my craft room! It was one of the very few times in my life that I have done business with an organization/company where it was obvious these people had answered a calling to do this and genuinely loved it. They are an example of what customer care (aka service) is supposed to be like. I've been an RN for over 30 years, and a psychotherapist for over 7 years, so I know first hand the importance of making sure my clients feel taken care of. I have their phone numbers starred in my contact list, and whenever I meet a fellow Veteran wanting to purchase, Veterans United will be THE first company, and they will be the first names I give out. Somebody, please give these folks a raise, or at least a nice Christmas bonus!
Thanks for everything and Merry Christmas!
Dr. Karen Wall
MAJ (Retired) Army Nurse Corps
The process with Veterans United was absolutely flawless! I couldn’t ask for a better group to have had by my side during the home buying process
Shawn was a phenomenal from the start and helped my family so much getting us into our first Home, when Shawn was around Chris was just as great and made this process so simple
Brittney and Justin were fantastic. I’m not an easy customer and always have questions. They answered them all ands made it easy to understand. Fantastic group who really cares about veterans.
Honestly I never realized going through the home buying process could be so smooth! Jacob, Julia, Kari and everyone we worked with was amazing! They consistently followed up with us, kept us on track and genuinely made a sometimes scary process so enjoyable! Definitely would come back here if I ever needed another loan! Fantastic team!
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Reed and Jennifer did a superlative job turning around my loan after I let another lender go two weeks before closing. The VU Team's professionalism and commitment to veterans is unparalleled and fortified my confidence in their abilities, and thereby, my decision. We skillfully transferred the appraisal in less than 24 hours and closed the loan in spite of what could have been a train wreck. The switch decreased my monthly payment to less than what I would have paid even after adding taxes and insurance.
I want to thank everyone that was involved. We appreciate you all. From the bottom of our hearts. You have made one of our most wanted dreams come true. Thank you for making sure we have a place to raise our brand new family.
Zach was there every step of the way in every facet he even advocated for me with the sellers as well as the title company . Thank You
They got the job done.
Very quick & easy to work with!
