I would never recommend Veteran’s United (VU) to anyone. Before we dive in, a few notes. 1) My girlfriend and I are first time homebuyers and walked into this process completely blind. 2) Our “team” consisted of Ryan Sherman, Kyle Kabance and Tyler Marty. 3) My girlfriend actually works for a mortgage lending company. We CHOSE to go with VU instead of her company because we felt the VU team would take better care of us being that they specialize in VA loans. We were wrong.In the days leading up to choosing to go with VU, we had asked several times if they could please confirm what our interest rate would be. Instead of providing this information to us, Ryan Sherman sent out an email to about 8 people (including all of the seller’s agents) saying that VU would be our lender and to reach out to them for all correspondence moving forward. We NEVER confirmed we were going with VU at that point because they still hadn’t told us what our interest rate would be and we were still shopping around. Eventually, we did get this squared away and chose to go with VU but sending that email out prematurely, without our consent, caused uproar and confusion to everyone on our end and the seller’s end.After we moved past this, all communication with our team was virtually cut off. Any time we called Ryan, Kyle, or Tyler their lines would ring and ring and then go to voicemails. Our voicemails were very rarely returned, if ever. When we would send emails to the team, majority of the time an out of office email response would pop up. It seemed that our team was almost never in the office. When we would call the main VU line, there were other employees that tried to step in to help (one was Matthew Boardman), but it ultimately would cause more confusion as these “stand in team members” would tell us one thing and Ryan/Kyle/Tyler would tell us another. For example, we had a question about the appraisal of the home we were going to purchase. Due to the competitive market, we agreed in our contract with the seller that we would pay $15,000 above whatever the home appraised at. We called VU to confirm that they would lend us the additional $15,000. Because our incompetent team (Ryan/Kyle/Tyler) were no where to be found and didn’t answer their phones, a main line agent (name unknown) attempted to help us. We explained the situation and they told us that YES, VU WOULD include the additional $15,000 in the loaned amount. Again, we are first time buyers, we did not know what to expect. Days later, when we finally got a hold of our team, Ryan then informed us that this was incorrect. There was constant confusion, and misinformation being thrown at us. And when $15k is on the line, it’s unacceptable to get that information wrong. In addition to this, VU had all of our contracts with the seller but constantly asked us questions about the contract or would quote us false information, in which WE had to correct THEM and tell them to re-review the contact. There was a point in time where Kyle Kabance reached out to my girlfriend, Kylie Fodor, and started requesting specific documents from her. When Kylie questioned what these were and asked if our real estate agent could handle instead, Kyle told her “Oh I’m so sorry, I thought you were the real estate agent”. Absolutely unacceptable that our own team didn’t know who our real estate agent was, when we actually got our agent through VU in the first place.Related to the real estate agent, VU convinced us to use a recommended real estate agent through them as we would be eligible for “additional financial incentives” if we did so. At closing, we asked our loan team why we didn’t get the credit for using VU’s real estate agent. We were told by Ryan that the “credit” was applied to out interest rate, which is false. Our interest rate was set due to competition with other lenders. VU agreed to match the interest rate that another lender was quoting us, and there is email documentation regarding this conversation. It is still unclear why we never received the realtor credit, which is the reason we decided to use this realtor and one of the main reasons we chose VU.The final straw was about a week before our closing date which was 4/28/22. The final outstanding item we needed to upload to the VU portal was related to flood insurance. For quite some time VU had been going back and forth with whether or not we needed this (the condo we were purchasing was on the second story, and the condo association itself had its own flood insurance policy). We asked many times if someone could please confirm if we needed this or not (as we had to pay for it up front through the state of Florida and didn’t want to waste the money if we didn’t need to). Absolutely NO ONE on the VU team would answer us. We sent 3 emails to Ryan/Kyle/Tyler on Friday 4/22 (6 days before closing) and they did not answer us. We called all 3 of their phone lines, no answer. When we finally got a hold of someone on the main line, they transferred us to a woman named Jen Storm who again, couldn’t give us a straight answer on the flood insurance. This then got pushed over to Matthew Boardman, again, NO straight answer. We also had questions about our condo insurance policy at this point as well, because they hadn’t given us any guidelines about which type of coverage we needed.This back and forth continued into Tuesday of the following week (2 days out from our closing date). At this point Ryan/Kyle/Tyler were no where to be found. My real estate agent informed me we would not be able to close on time because the VU team had not ordered the Closing Disclosures file and that had to be ordered 3 days prior to closing. We again, called the main line since our team didn’t answer, and got ahold of Matthew Boardman who then asked US what a Closing Disclosure file was. At this point we were absolutely livid and fed up and called the complaint line through VU. We had the nicest man named Jason, who genuinely listened to us, cared, and immediately lit a fire under our loan team. That same afternoon after talking to Jason, Ryan Sherman finally called us back. Not a single apology, just acted like nothing had happened. He informed us the Closing Disclosure file WAS ordered, they had just never told our real estate agent about it. Again, no communication. Then we finally got the answer we needed about flood insurance and we were barely, by the skin of our teeth, able to close in time on Thursday 4/28/22.Due to the lack of communication, lack of knowledge from our team, and overall lack of caring, we would never recommend VU to anyone and in the future if we ever buy again we will not use them. If it weren’t for Jason saving the day in the final hour, we most likely wouldn’t have closed in time.
We would recommend them whole heartly. Never thought it could be done. But our Team made it so easy. Our Loan Officer Ross was great. Thank you all for making our Home ownership possible.
I want to thank everyone that I worked with during this process. It made a very daunting first home purchase go smoothly and I never felt overwhelmed during the process. I would recommed Veterans United to any Veteran searching to purchase a home. I have nothing but good things to say.
Ashleigh and her team are literally the best in the business. They truly know their job and genuinely care about their veteran clients
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