We are grateful for this all star team, from day one they were on it and ensured everything went smoothly. Thank you all for all that you did to get us in our forever home.
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.
Ryan and Desi made me feel so supported throughout this journey. Both are amazing at customer service and deserve to be recognized for all their hard work they put in going above and beyond, particularly given the unique circumstances of my situation, to help me close my loan!I will definitely recommend my fellow veterans to VETERANS UNITED and I look forward to calling Ryan and Desi at VETERANS UNITED for future services!
Eric and his team were amazing. They were thorough and efficient. I really appreciate every member that helped make this home buying process so simple. Thank you
First time home buyer the team they set up made everything easy to understand and was there to answer all my questions
Even the title company and my realtor were ecstatic working with Carl and the team! Everyone was exceptional!!!!
Tim and his team took amazing care of us during our home buying process! Thank you!
Brandon and his team worked to help us each step of the way even when thigs dident go as planed he helped get us where we needed to be at. Very knowledgeable. We appreciate our team so very much
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Travis and his team did an amazing job! The preapproval was faster than I expected and then they were very patient since I still had a few months before I could start house hunting and actually put in an offer due to apartment lease agreement. This was my first time buying a home and they walked me through every step of the process. They stated in touch and gave me great advice throughout the entire process as well as staying right on top of any last-minute paperwork changes due to closing date being moved twice. Highly recommend Travis and his team!!
Zach, Britney, and Gavin were all really helpful and made the process easier than I imagined. Everything was super smooth and they were always there to reassure me of any uncertainty. I also truly appreciated the house closing gift. It was very thoughtful.
Excellent experience! We had our offer in and closed in under 30 days! Chace will go out of his way to help get things rolling fast while making sure you understand everything. Highly recommend! Thanks again.
They all rock!!!
Veterans United was great through the entire process. My team was on top of every task and kept me informed.
My loan officers Tim and Christie made this process easy and walked me through everything to ensure the purchase of our dream home
