Not only would I not recommend this company to my family, but I also wouldn’t even recommend you to my enemies. From the time I received my prequalification, Ryan was constantly calling and bothering my agent to the point she felt harassed, to see where we were at on finding a house. Then once we did find a place Ryan did the one good thing in this experience and let us know we didn’t need to put as much money down as we thought and could pay off almost all our debt. Unfortunately, he convinced us to just pay it all at closing because "If we pay it at closing then as soon as we sign everything, we can pay everything with the push of a button and be done with it.", which was not true. It is now two weeks later, and nothing has been paid off yet, which resulted in several late fees costing us about $200 which could have been avoided. Next, Hailey just didn’t listen to anything we told her. I told her in messages, emails, and on the phone that our old house was paid off when we sold it, not by the insurance, and she still asked for the documents showing the insurance paid off my home several times, even after I sent her the documents showing the house was paid off when I sold it. When I was originally told Hailey would be working with me and should be calling me soon, it took 4 days for her to call because she was working from home dealing with a sick kid. If you can’t work from home and do your job, then the case should have been given to someone who could. I was asked for the same documents several times throughout the experience, even though they were loaded up on your web page if someone looked. Then after being told we were good to go for our closing date, 2 days before I get told we needed some new documents, then told were good to close still on the date, so my wife and I used vacation time, only to find out that no we couldn’t close that day because we were sent the appraisal a day to late, but the title company had everything and we could close the next day. Next day comes and we are supposed to close at 11am, we get a call at 10 am from the title company saying they still don’t have anything, and a call at 10:15 am from Hailey saying they are missing some paperwork. If they were missing paperwork, then why did I receive a text from Ryan the day before saying they confirmed the title company had everything? The only good that came out of this was that Ryan showed us we could pay our debts; just wish he didn’t tell us not to do it ourselves because we could have done it with a few keyboard strokes and not paid a lot of late fees.
Response from Veterans United
Hi Joseph,
I’m really sorry to hear about everything you went through during your homebuying process. It sounds like we dropped the ball in several areas, and I completely understand why you're frustrated. We know how important good communication and smooth timing are, especially when it comes to something as big as buying a home, and it sounds like we didn’t live up to that here.
I want to apologize for the confusion around paying off your debts. I know Ryan’s suggestion was meant to make things easier, but it clearly led to some frustrating consequences. You shouldn’t have had to deal with late fees or any extra stress, and I’m really sorry that happened.
It also sounds like Hailey's communication added to the frustration. You mentioned you repeatedly provided the documents about your old house being paid off, and I can only imagine how that made you feel to answer the same question over and over. I also want to acknowledge the delay in her initial outreach when you were expecting to hear from her sooner. While we know personal situations come up, your loan experience shouldn’t have been impacted by it, and I’m sorry that it was.
On top of that, being told you were all set for closing, only to have that change at the last minute, and then having to use vacation time for a closing that didn’t happen—that’s a lot to deal with. I completely understand how upsetting that must’ve been, especially when it seemed like everything was ready to go.
My team would love to get involved to take a deeper look into what happened and see if there's anything more we can do to make this right. If you’re open to it, could you reach out to us at 1-800-212-5200 or ClientAdvocate@vu.com? We’re here Monday through Friday from 9 a.m. to 5 p.m. CST, but feel free to reach out whenever is convenient for you.
The Veterans United team was phenomenal throughout this process! From my initial conversation with Rachel, all the way through the closing with Pamela, and all the conversations and transaction between, the team assured me all was going well. And as it turned out, it did! I am truly grateful and will highly recommend Veterans United to my veteran friends!
The home buying experience can be overwhelming. Adding the uncertainty of the housing market and the financial hurdles that come with it, it is easy to give up on trying to buy a new home for your family. But the team and networking capability of Veterans United made our home buying experience successful and enjoyable. Thank you for navigating us through the process of home ownership. We truly could not have done so without you.
Because of the great customer service I recieved from my Veterans United representatives, I had the best home buying experience ever! The VU leadership needs to consider teaming up Montgomery Hill and Merfat Mohammad to serve the military verterans, because those two know what 'team work' means, They're both shining examples of what taking care of miltary verterans is all about. Myself and my fiance' were fortunate to be the receipents of such wonderful care and service. Again, I HIGHLY RECOMMEND BOTH MONTGOMERY HILL AND MERFAT MOHAMMED! AWESOME!!
We've worked with VU twice now and we have not been disappointed. John Parker is an exceptional loan specialist (having done so many of them!), down to earth, and easy to work with. I highly recommend VU for all of your VA home buying needs!
The whole experience was delightful from start to end. It was impressively expeditious as well as surprisingly easy! Everyone I worked with were consummate professionals. Huge shout out to Matthew!
Everyone on the team did a great job. There was the issue with getting my own POA but that was finally resolved. Also the issue with getting the appraisal done in a timely manner which might have facilitated and earlier closing and not have cost me more in closing cost by going into October.
Ryan and his team were amazing, on those days when I was upset or crying. He always had a positive word for me. Eventhrough I was not his only client, he always made me feel like I had his undivided attention and that means a lot. Thank you so much.
Would highly highly highly recommend using Michelle Westbrook! We couldnt have asked for a better person to work with! Her communication was always in a timely manner and she manages to juggle family and work on such an impressive level knowmatter the time of day. You can tell she values her job and takes very much pride in what she does and values her clients! I am a person that ask's alot of questions because i wanna make sure i understand anything and everything as much as possible and she never once made me feel like a burden or inconvenience! She reassured us that even after our home buying process if i ever have any questions she is just a phone call away! Couldnt have asked for a better experience thanks to her!
Absolutely veteran friendly. No matter what you need, Veterans United and staff get things done! I'm so happy that I chose VU for my loan and can't wait for future investments with them!
Hunter and his team are amazing. He was the person who closed on my loan the first time so it was a no brainer to ensure I rec
Veterans United took extreme care in helping me and my family buy our first home. I didn't know the first step to take when it was time to apply. I found veterans united and asked for more info and before I knew it we were at the table signing for our first home. Thank you to the entire team for their dedication.
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Veterans United was excellent from the start to finish. Very professional and stayed on top of everything every step of the way.
This was one of the most awarding experiences that I have been a part of. The team was excellent and made me feel like they were part of my family who was very supportive throughout the process until completion.
Wonderful experience and I would definitely recommended Veterans United to my fellow service members. Semper Paratus!!!
My home buying team from Veterans United made my process so incredibly easy! I really don't think the process could have been any smoother, well from my end, I am sure it got crazy at some point for them. I was nervous that something would happen and the loan would not go through, but I made sure they had everything they needed when they asked for it. Having worked in the business prior to my military career, I know how complicated things can get when people do not move when it's go time! I want to give a shout out to JB, Melissa, Shanellen, Gabe, and anyone that I missed from the team. Thank you all for the hard work and dedication making home buying dreams come true!! See y'all soon for my streamline!
I have worked with VU for 3 loans now and been completely satisfied with all 3
If anyone has to through this process have Shawn work with them
