I’ve now been through the home buying process twice with Shawn Hall at Veterans United, and I can confidently say he is one of the best loan officers I’ve ever worked with. Shawn consistently demonstrated professionalism, communication, and dedication from start to finish. He made every step of the process smooth, straightforward, and stress-free while always taking the time to answer questions and make sure I understood everything along the way. Having worked with him twice now, I can say his level of service and commitment never changes — he truly cares about his clients and goes above and beyond to make the experience exceptional.I also want to recognize Mackenzie McCarthy, the loan coordinator, for her outstanding work throughout the process. Mackenzie is a proactive hard charger who stays ahead of everything and keeps the process moving efficiently. Her communication, organization, and attention to detail were second to none. She was always quick to respond, kept me updated constantly, and made sure nothing slipped through the cracks. The teamwork between Shawn and Mackenzie made the entire experience seamless.
I highly recommend Veterans United, especially Shawn Hall and Mackenzie McCarthy, to any veteran or homebuyer looking for a knowledgeable, professional, and hardworking team.
We're very pleased with Sarah and her team very professional. Delt with her before when we first bought our home. Both experiences were great. Just loved working with them. 🙂🙂
Very professional and knowledgeable team.They kept up informed and explained anything we needed clarification on.
Veterans United made the home buying process easy to understand. Everyone was very helpful and showed their willingness to help my family search and buy a home. Thank you for helping Veterans get their dream home.
The whole home buying process was smoother than I ever thought it would be. Courtney, Bailey, and Nacim were all great! I am a first-time home buyer and I'm grateful I had this team to help me. This is a 10 out of 10 team.
Kelsey made this process very hard. There were many times that I asked a specific question and she answered in regards to something else. She would make changes and send me screenshots of a document as proof of her change, but if she had scrolled down one more page she would have seen her change was erroneous, but it took me calling her out and showing her the error. I was asked to pay more for an appraisal, however upon my research it was found that wasn't even something myself or the lender could approve it had to come from the VA and would be paid by the seller and that there was an official request form. This is something the lender should have looked into prior to requesting I pay more. I requested an earlier close date and nobody from the team responded to me saying it could happen. The only indication I had that it was happening was because I received a todo to change my HOI effective date. There were times I had uploaded documents and later Kelsey would ask for them and then say she didn't see I had uploaded them. I am not sure if she is new, but it definitely seems like she could use some training and learn to communicate better with the person trying to get the loan.
Response from Veterans United
Hi Evelyn,
Thank you for taking the time to share your experience. I'm sorry to hear the loan process felt frustrating and that communication didn't meet your expectations. It sounds like there were several moments where you were left repeating yourself, catching errors, and searching for answers on your own. I understand how discouraging that would be, especially during such an important milestone.
I appreciate you sharing these specific examples. Feedback like yours helps us better understand where we need to improve, whether that's communication, document handling, or ensuring questions are fully addressed throughout the process. I'm sorry we didn't provide the level of service you expected.
I'd like the opportunity to learn more about what happened and review your experience with the team. If you're willing, please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available Monday through Friday from 9 a.m. to 5 p.m. Central Time, and if you contact us outside those hours, we'll typically respond the next business day.
Sincerely,
Claire S., Client Relations Manager
Emily, Anthony, and the rest of my Team went beyond their scope of duties to get us across the finish line to get us approved so we could refinance hour home loan to a lower mortgage payment.
Bob and his team were incredibly helpful, responsive, and knowledgeable. This was my first home purchase, so I was nervous, but they made the process so smooth.
Very professional and available for any assistance if needed. Smoothest move yet.
Everyone has been so helpful and made things smoother
Thank you so much for everything. Tom and his team knocked it out of the park
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Rachel Gruber helped me buy my first house and the process was easy and straightforward. She was there to answer any questions I had and give advice on any of my concerns.
This is my third time using Veterans United. Shawn Workman and the whole team was great. I would definitely use Veteran’s United if I choose to refinance in the future.
Brad worked so hard!! Thank you so much.
Veterans United made our home buying experience seamless! They were helpful and guided us through the whole process.
