This is my fourth loan closing with Loan Officer Adam Craig, and once again, his performance was outstanding. Adam is an exceptional asset to Veterans United; he is proactive, highly communicative, and fights incredibly hard to ensure a successful closing. However, despite Adam’s excellent service, Senior Loan Coordinator Danielle Hays nearly ruined the entire experience and almost drove a loyal, repeat client away from your company. Danielle exhibited a severe lack of communication, a defensive and unprofessional attitude, and zero regard for client timelines. Because coordinators are salaried and do not rely on commissions, it was entirely clear that Danielle felt no personal accountability or incentive to handle my file with basic professionalism. Adam Craig is the only reason this transaction crossed the finish line, but Danielle Hays' constant friction and poor demeanor are a massive liability to your branch's reputation. Management needs to review her file handling immediately, as her behavior actively undermines the hard work of elite loan officers like Adam.
Response from Veterans United
Hey Caleb,
Thank you for your continued trust in Veterans United, and for recognizing Adam’s dedication throughout your homebuying experiences. I’m glad to hear he provided the proactive communication and support you’ve come to expect.
I’m very sorry to hear other parts of this experience left you feeling frustrated and unsupported. Communication and professionalism are incredibly important during the loan process, especially for returning clients, and I hate hearing that we missed the mark for you. I appreciate you taking the time to share this feedback, and I’d like the opportunity to learn more about your experience.
Please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com. Our Client Advocate team is available Monday through Friday from 9 a.m. to 5 p.m. CST, and messages sent outside those hours are typically responded to the next business day.
Sincerely,
Claire S., Client Relations Manager
There is no way I could have done this on my own and other loan companies made the process seem daunting and overly complex. With the guidance of my loan officer from Veterans United, I never felt uneasy about what to do next or if I wasn't getting enough information. He made all of the difference for me and I really felt like I was his main priority. My journey was a breeze thanks to him!
We had the best experience buying our new home. Everyone was wonderful from start to finish! Nick, Eric, and Cole are absolute rockstars and we highly recommend them!
I thought that veterans united was amazing and very helpful!
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Justin is amazing and helpful, any questions even the dumb questions as a first time home buyer had he had the answers for so it was really simple for us. Highly recommend him for new home buyers, I plan to use him again in the future.
Tyler and his team were consummate professionals, providing patient responses to every question! Were constantly reassuring throughout the process. I cannot imagine this purchase going any smoother and that’s a direct reflection of the team’s commitment to superior service.
Our experience with Aaron and Veterans United home loans was so easy I could hardly believe it. He was always available or very quick to get back to me. Correspondence was quick and efficient with the whole team. He was level headed and didn't try to get me to buy the farm when I could only afford a barn. I'm thankful for the pleasure and ease of working with Veterans United.
The home loan process was a smooth process, no hiccups at all. The staff was very professional especially my loan office, Mary. Mary kept me updated throughout the process and was very responsive rather email or text. The communication was especially important to me. I will refer this mortgage company to my affinity group.
Awesome and very knowledgeable. Huge shout to everyone who I worked with. The whole team was awesome. Especially Tara because it was difficult seller lol.
Working with Axel Maes was absolutely incredible! A fellow veteran and overall great human being who helped my family get the most out of our VA loan in the difficult San Diego area! 10/10 would recommend!
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The team I worked with at Veterans United was amazing. Their patience, availability, and professional courtesy were outstanding. As first-time buyers my wife and I had a ton of questions which were always answered and thoroughly explained. Not only did we get a quick deal on a beautiful home, but Veterans United sent us a really thoughtful home warming gift that made us both tear up a bit as it was the first thing we've received in our new home. You guys are awesome! Thank you!
It has been 24 years since my husband separated from the Army and we have never before pursued using his VA loan benefit, so the process was new to us. I was hesitant to go this route simply based on the fact that we knew nothing about the process and this was our third home purchase in 21 years. We got great service from everyone at VU! And there was so much we didn't know and needed to have explained along the way. The biggest thing that stands out in my mind about our experience is how EASY everything was and how seamlessly the process was from initial loan approval to closing. We got the keys to our home yesterday (10/25) and our closing date was 11/4!
Working with Randall was hands down one of the best decisions I made throughout this entire process. From start to finish, he went above and beyond in every possible way. He was incredibly attentive, always available no matter the time of day, and consistently made me feel like a priority. Any question or concern I had was answered quickly and thoroughly, which made the whole experience smooth and stress-free. Not only did he outperform the competition, but he also beat a competitor’s offer and delivered results that truly exceeded my expectations. His professionalism, dedication, and commitment to getting me the best possible outcome were unmatched.
