I was never told anything, never really spoken to outside of signing documents, the two loan guys, *not the concierge* never spoke to each other and often asked my realtor to relay a message to the other instead of them speaking to each other. Every piece of information I learned or found out was through my realtor or someone she worked with
Response from Veterans United
Hi Robert,
I really appreciate you taking the time to share this, and I’m so sorry that you felt out of the loop during such an important time. You shouldn’t have had to rely on your realtor to be the go-between for your loan team—especially not just to get basic updates or answers. That kind of disconnect creates confusion, frustration, and frankly, it’s not how we want any borrower to experience working with us.
You deserved clear, consistent communication directly from your loan team—not just when paperwork needed signing. It sounds like your realtor worked hard to fill in the gaps, but that responsibility shouldn’t have fallen on them.
I’d really like my advocates to learn more about what happened here so we can make sure your feedback leads to meaningful internal conversations. If you’re open to connecting, you can reach me at 1-800-212-5200 or email ClientAdvocate@vu.com. We’re in the office Monday through Friday, 9 a.m. to 5 p.m. CST, and we’ll make sure your voice is heard.
I worked with an amazing team!
Truly a remarkable experience. The staff was very professional and knowledgeable. Most of all they made themselves available for any questions you may have. That’s important.
As a first time homeowner not knowing the process Veterans United was there every step of the way.
They were very helpful throughout my home buying experience
Mike and his team took the time to always respond quickly to any questions we had and was always willing to give us advice that could help us throughout the home loan process.
It's always a pleasure working with Veterans United. Unparalleled service that's such a great experience. I can't thank you enough.
Completely painless process coupled with unparalleled attention to every detail and every question I had no matter how big, small or repetitive. Yes, I’m that high maintenance client and Mike and Veterans United treated me like royalty from beginning to end.
Veterans United helped us through this challenging PCS.
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I am so glad I decided to go with Veterans United because I really don't think I would have had the same level of dedication and professionalism I had with you and your team. I truly want to thank you for everything you did for my wife and I during our home-buying process. I can tell you it was a bit stressful, but you were always there for us. Whether it was me calling you at night or on the weekends just to clarify things, you were always there! I cannot express to you how much that meant to me and how it eased my mind. Thanks to you, you gave us the opportunity to not only buy our dream house, but to be able to have my family grow and create memories in our new home.
Sam and his team were awesome!
