I had an issue where I asked for it to be escalated. In that the Loan Officer have a brief conversation with the home buyer to prepare for a dollar amount for closing costs just in case something unforeseen happens and closing costs have to be fronted by the buyer.As someone who has decades of customer service experience, it was nice to have my customer service experience idea taken seriously and run up the chain so any green, brown, and black brother or sister of mine and be a bit more prepared for potential catastrophic surprises.
The website portal was really easy to use and made it even easier to work with the team.
Everyone I interacted with seemed very knowledgeable and was more than willing to answer my questions and explain anything I was unsure of. Thanks team!
Highly Recommend.
Ready to see for yourself?
Experience first-hand why 326,323 homeowners give us a perfect score!
Veterans United Home Loans was an absolute pleasure to work with! From the first call to check eligibility to the final closing!
The staff was very friendly and made you feel comfortable as a first time home buyer and kept you informed
Veterans United Home Loans were there for us at every step along the way. The dynamic of each team member's role dedicated to getting you across the finish line creates a seamless home buying experience as a one stop shop. The fact that you are provided a team that knows who you are each time you call hit a customer service mark for us. The timing of information given or connection to the next person was impeccable, never too soon or too late. Lots of tools and resources made the process super simple. We especially loved that they provide video resources (great for first time home buyers) to inform clients/public about the process, the options to consider, and what it takes to finalize a home loan. They partner with many different companies to provide options for items like real estate agents, homeowners insurance, relocation processing companies, etc. The software used for tracking and communication is on point with our favorite being the "To-do's" section. We have bought several houses before and by far, Veterans United has been the best loan processing experience yet!
This has to be the worst experience of customer service I have unfortunately had to deal with. From the getgo, my loan officer did not communicate with me items that were needed and by when. Further, when hyperlinks were broken on the site (another error), I reached out to him in order to fix them so I could then complete what was asked of me on my "to-dos." In EVERY occasion that I reached out this man with a question, he took DAYS to reach back to me. He also told me I would not be making my December payment, since the loan was to close the beginning of that month. As a 23 year old mom of a 1 & 2 year old, and given the past year we have all had, I was not planning on making that payment as Christmas was later that month. However, I had my auto pay still enrolled with USAA & they took my payment anyway. I reached out to him, AGAIN to reassure that this payment was not needed to be made, he confirmed. I then went through the trouble of getting that payment refunded. I want you to understand as a stay at home mom, full time student, and small business owner IN ADDITION to the fact that I have had unwell family undergoing surgery staying with me, that the amount of inconveniences in this process has led me to become very mad. I received my refund through USAA, and the 14th came and went with NO FREAKING INFORMATION. You would think - if a loan was to not close on time, that maybe someone would let me know. You would think communication would be common business practice. So I have to pull money out of my savings to cover my mortgage that was literally 2 days away from suffering late payment fees. This caused a lot of issues financially for me. At this point, I was fed up. I reached out and voiced my complaints - we received a $500 credit which frankly, is a complete joke when over the life of my loan I am to pay literally double the loan in terms of interest. Absolute robbery, but thats neither here nor there. The point is, we closed over a month late. There was horrendous communication, disrespect and avoidance of responsibilities. The loan officer blamed this on the pandemic, which I am sorry, but had this man been diligent in his job and effectively communicated with me (punctually) we would have had a much smoother time, and probably would have closed earlier. This has put a bad taste in my mouth, I likely will not stay with VU long.
Response from Veterans United
Samantha, we appreciate the chance to hear from you and we understand that the communication may not have exceeded expectations. We want everyone to feel that we go above and beyond to deliver outstanding service. A member of our Client Advocate is available to speak with you and learn more about what may have caused you to feel this way. By providing direct contact information for all of our Loan Specialist we go to great lengths to ensure you'll have an easy time reaching out for assistance. We invite you providing more detail and help us look to improve.
