It’s unclear who the main point of contact is. It becomes very confusing when you don’t know who you’re supposed to speak to because the person you’re told to contact says it isn’t them, and you’re routed to different people. This makes it hard, especially when you’re already stressed, trying not to get screwed over, and the company seems very disorganized. I think they should do a better job of explaining that they are not connected to the government or veteran affairs in any way. I also believe there could be a clearer way to communicate with clients so they know who they’re supposed to contact. Overall, I think this is the biggest issue so far, and I wouldn’t recommend this company because of the confusion, and I wouldn’t want anyone else to go through that.
Response from Veterans United
Hi Justin,
I can understand how frustrating it must be to feel like you're being passed from person to person without knowing who to turn to for answers. The homebuying process can be stressful enough without added confusion about who is handling your questions or concerns. I'm sorry that the communication you've experienced has left you feeling uncertain and unsupported.
I also appreciate you sharing your concerns about understanding Veterans United's relationship with the VA. While Veterans United is a private lender and not affiliated with the Department of Veterans Affairs, I understand how important it is for that distinction to be clear from the beginning. You deserve transparency and guidance throughout the process, and I'm sorry that hasn't been your experience.
I'd welcome the opportunity to learn more about your concerns and help provide some clarity moving forward. Please feel free to reach out to my Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com.
Sincerely,
Claire S., Client Relations Manager
The best team we had so far.
Even if there was hiccups during the process, which all of it was on my end, they stayed on top of me and
Help the process go very smoothly.Definitely recommended!
Matt and his team went above and beyond to get my family and I into our new home! They exceeded our expectations at every milestone.
Our experience with Tommy Purk was nothing short of fantastic. My fiancé and I cannot fully begin to express our gratitude for his and Thomas Sutton’s services. Tommy and Thomas managed to exceed all of our expectations and are truly rare gems in this field. It’s not often that you work with a loan team only to feel like great friends by the end of it.
One of Tommy’s absolute standout qualities is his ability to problem-solve. He quickly and creatively addressed several unavoidable setbacks during our home-buying process. If it weren’t for his out-of-the-box thinking, bias for action, and adaptability, I truly don’t think we could have closed as quickly or smoothly. Tommy was extremely dedicated to helping us overcome our unique obstacles. Tommy enthusiastically rose to every challenge, a highly valuable trait for a Loan Officer and something that sets him apart from most others in the industry.
On top of that: Tommy’s regular communication, expertise on ALL loan types, and patience were all top notch, A+.
He truly goes above and beyond for his clients.
Thank you to Tommy and Thomas (who was equally amazing to work with) for your unwavering support and help getting us into our dream house! We will definitely be using Tommy and his team in the future and referring all of our friends and family to them.
These people are so nice I did it twice! They go out their way to make sure your home buying experience is explained to you. I loved their “To Do List” because it keeps you on track every step of the way and your calls are always answered by someone. You can expect to be with respect and dignity.
Checklists and easy to follow links really made the process smooth. The team was available for any questions i had.
Everyone was very helpful with questions for a first time home owner
I worked with Tammy H. at Puyallup WA branch and i had a very poor experience. She displayed impatience when answering questions and used a condescending tone.
At time i would had appreciated more direct guidance from my loan officer to walk me through one of the biggest financial decision on my family lives, rather than figuring it out the requirements and process of my loan by myself.
She also relied heavily on the VA app to read and learn about the loan process on my own.
No explanation no effort to help me understand my own loan. That made me feel dismissed. Communication was almost non-existent. I received several calls from your WI branch about internet ,home moving services, insurance, she never mentioned this in advance so i had no idea why i was been contacted so i had no context of these calls.
The only visit at her office (requested by me)one of my questions was "why you use the middle lowest FICO score to allocate the interest rate "I was told "because that's the way it is", i was hoping for bit more explanation to help me understand, she made no effort to actually explain the process.
One of the most stressful part was closing/signing day we also found out we needed to bring a cashier check .This was never communicated prior, which caused a very stressful last minute scramble.
Additionally , i got my homeowner and car insurance in Sep 2nd. trough VA in WI.I signed, agreed to the payments and was even charged for one month even though coverage did not start until Sep.28th.Then 3-4 days ago i received a text saying the zip code was mistyped and now my premium has gone up by $34 .They also texted "sorry for the mistake but we are glad were able to fix it" which was disappointing given that it was an error on your end that increased my cost .
I appreciate all that Veterans United does for veterans(i have 2 Navy Veterans Sons)and i am grateful for my home, but overall i felt the personal support and communication could have been better.
( even today communication is bad, i texted her yesterday morning with a question regarding earnest money and no answer yet).
Response from Veterans United
Hi Marco,
I'm sorry to hear that your experience left you feeling unsupported during such an important milestone for your family. Buying a home comes with plenty of questions, and you should feel comfortable asking them and confident that you're receiving the guidance you need. I can understand how discouraging it must have been to feel like you were navigating so much of the process on your own, especially when your attempts to get clarification weren't met with the patience and attention you deserved.
I'm also sorry for the added stress surrounding your closing day and the unexpected changes to your insurance costs. Clear communication and setting expectations ahead of time can make a big difference, and I hate to hear that these situations added to your frustration. While I'm glad you were able to achieve your goal of homeownership, I recognize that doesn't take away from the challenges you experienced along the way.
I'd appreciate the opportunity to look into your concerns more closely, including the insurance changes and any questions that may still be unanswered. Please feel free to reach out to my Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com.
Sincerely,
Claire S., Client Relations Manager
This is the first home i have purchased since 1998. The process was so smooth. My Veterans United team was helpful from the very beginning. They walked me through every step from offer to close, including answering my many questions and helping me understand the process. Contract to close was about 5 weeks with no stress or suprises!
The whole staff operated as a well oiled machines. There were a couple small hiccups, but not that one caused. It’s just part of the process. Highly recommend the group again to anybody that I know is buying home. That’s a veteran.
Please share my "private sout out"
On your review page, as it truly expresses how we feel.
Absolutely a problem free and wonderful experience for sure!
I'm Disabled Veteran first time home buyer and my experience with the Shaka Michael Kara Alex Johnathan and the Veteran United Team. Great job and ty.
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Kenzie Tree was fantastic, she was very responsive. She assisted me on a Sunday afternoon and made the house hunt far easier.
Rob, John and Tina were excellent to work with. They understood our concerns and answered all our questions and made this a smooth and easy process. I would definitely recommend them to all veteran friends.
Jake did a phenomenal job handling any situation that arise. He is very knowledgeable and handled this entire process very smoothly, without fail.
Best service I have ever received and provides veterans with exactly what we need (a stress free experience). Thank you so much Lily, Olivia and Nate.
If you’re trying to buy a home and scared by the whole process. Don’t worry Wendy will make it painless and quick. Any questions you have she will answer them quickly. She really makes your journey to home ownership easier than renting. I advise all Vets to reach out to her and stop waiting.
They were clear on all things I needed to do and supply
I would like to thank Veterans United and everyone else who helped us get this house. My Loan Officer and her team made this experience easy for us. We couldn’t ask for anything else. This has been one of the greatest experiences of my life. Thank you so much once again Veterans United. Y’all are First Class Citizens.
