My team at Veterans United went above and beyond to help me turn what started as a daydream into a reality. They took away the uncertainties, they were always responsive to questions and ensured that I understood each phase of the process. Whenever I completed a step or sequence of steps, they swiftly put those pieces into the puzzle and provided clear guidance on the next step or sequence of steps. They were always in regular contact with me, they gave me confidence and reassurance when I needed it and I never felt pressured.
The communication was horrible during the home-buying process. This caused us to prolong the process, led to multiple delays, and required us to submit many of the same documents more than once. Several times we were pressed to do list items as soon as possible that weren't needed at that very moment, but when important documents, such as the pest inspection expiration, came, we were told a mere 28 hours before it was no longer good for closing. We rushed to get the inspection done as soon as we could, with the company making time for us in their already busy schedule, taking the time to drive to a rural location over 40 minutes from their location. Pest inspection was completed and sent by 4:30 Thursday so that we could keep our Friday closing, but we were told Friday morning around 10 am that this was not the case because of understaffing. It has been extremely frustrating dealing with all of these different things for us to do, poor communication with us, and really a lack of care on VU's part. My last home-buying experience was great, but this was an absolute nightmare I wouldn't want anyone else to go through.
Response from Veterans United
Hey Thomas,
I’m really sorry this process felt so frustrating and disorganized for you. Communication plays such a big role in keeping everything on track, and I can understand how repeated document requests, shifting priorities, and last-minute issues would make this experience feel overwhelming.
The situation you described with the pest inspection and the rush to meet a closing timeline, only to have things change the next morning, sounds especially stressful. I’m sorry for the added pressure that put on you, particularly after going out of your way to get everything completed quickly. That’s not how this process should feel.
You deserved clearer guidance on what was needed and when, along with better coordination to help avoid delays like this. I also hear your concern about the overall lack of communication and care, and I regret that this experience didn’t reflect the level of support you expected.
I’d really like the chance to look more closely at your file, including the communication timeline and how these requests were handled, so we can better understand what happened. If you’re open to it, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and we’re happy to follow up the next business day if you contact us after hours.
Sincerely,
Claire S., Client Relations Manager
Overall, a great experience with Veterans United. Mr. Charles Saulberry was responsive, knowledgeable, and kept the process moving forward. Ms. Dene Lorenzen was great and communication was solid throughout, and they made the VA loan process straightforward. I chose them for their service and reliability—and they delivered.
I truly am grateful for all the help and patience and beyond that , finding what was best financially for me!
Katy and her team are the best. They keep you informed and in the know. They are there when you need them. I have purchased many homes through veterans united. Top notch and very professional. I highly,highly recommend them for your home purchase.
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Very helpful and knowledgeable! Would highly recommend!
Robert Fitch.
If you can provide the necessary paperwork, they move fast!!!😊
David and Richard were fantastic. They worked really well with myself and my Realtor Carli Bass.
If you are qualified to receive Veterans benefits contact Veterans United to handle your your VA loan. Totally professional, responsible, and knowledgeable for any questions regarding your real estate transaction. Best service I have encountered in my life!!
My team went above and beyond beyond the normal expectations for me.
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Na
Outstanding team, patient and very professional. I appreciate all the hard work into this closing and can’t wait to work with you guys again!
Maggie and the whole Veterans United team were amazing from the very start.
This team reminded me that as a veteran I had some special benefits and they helped me to maximize my buying power with comfort and ease. This was a big decision for me, and I can not say enough times how much their confidence helped me out!!
Thank you all so much for such a wonderful home buying experience! Shane was such a fantastic loan officer. He understood exactly what we were looking for in a lender, made sure we were always in the know, and answered any questions we had. We could not have asked for a better first home purchase experience.
Monty did a fantastic job throughout the whole entire process. Super professional, and takes care of the client. Thanks Monty! Keep up your hard work!
My situation had special circumstances. This was a long time coming. Thanks to everyone at Veterans United and their overwhelming patience with my unusual timeline. I would recommend Veterans United to any veteran. Because when it came time to pull the trigger on purchasing, it didnt take long at all. I was continuously checked on to make sure of my status.
