Great collaborative and informative efforts from the entire VUHL team that guided me through this process. i very much appreciated the professionalism and care.
Huge disappointment with our team. We used VU to purchase our first home and had a great experience, so we decided to go with them again. We sent our team an updated move-in date and a notice of job change over a month prior to closing. When the closing date was approaching and we never received any information, I emailed the loan officers about closing costs and additional information and was sent a rude response saying that we were not clear to close. This was because they missed our amended move-in date and did not have anything ready. They rushed us to getting them the required documents and then told us we were not able to close on our closing date. Very unprofessional and lacked customer service. We do not recommend and would not use again.
Response from Veterans United
Thank you for taking the time to share your feedback Kyler. I'm truly sorry to hear about the disappointing experience you had with our team during your recent homebuying process. It’s especially disheartening to learn that this happened after a positive experience with us on your first home purchase.
We understand how the homebuying process can get stressful, especially when moving and changing employers. It's clear that there were significant communication breakdowns regarding your updated move-in date and job change, which led to unnecessary stress and delays. As you know, there are regulations that must be met in these situations, and we have experience leading customers through the process. Teamwork is essential to our ability to deliver exceptional service, and we have established means to prevent experiences like yours. While we know tensions can run high when obtaining the last pieces of the loan puzzle, the rude response and the last-minute rush for documents are not reflective of the professional and supportive service we aim to provide.
While we cannot change the experience you had we want to ensure that no other Veterans have this same experience in the future. Discussing your experience and learning how we might look to improve is part of our commitment to provide outstanding customer service. Could you please reconnect with your client advocate directly at 1-800-212-5200 or ClientAdvocate@vu.com? We're available from 9 a.m. to 5 p.m. CST Monday through Friday, but feel free to contact us anytime.
The process was smooth. My team led by Michale Pitts is very helpful. They made the buying process easy and stress free. Thanks for your dedication, devotion and hard work in making the buying process go smoothly. Thanks for helping another veteran. Veterans United is highly recommended. This is definitely an 11 out of 10 review.
Veterans United made my dream of buying a house a reality. The entire team was there for me every step of the way, and I could not have asked for a better homebuying experience.
I spent two years working with this company as I transitioned out of the Navy and into retirement. Once I was ready, finding the right home for my family and my needs was relatively easy with their help. You won’t find a better team to work with.
My entire team from the beginning to the end worked hard for me. I can’t thank you all enough. I would definitely recommend the entire team. I’m so grateful.
Excellent service. Will be using again in the future.
I will definitely use Shawn again! This is my 3rd home purchase and the best yet!
I would just like to thank the entire team that made my dream come true!THANK YOU ALL SO MUCH!! You've given this old soldier somewhere to call "HOME".
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They were wonderful to work with, always kept us updated and allowed the process to be smooth
I would just like to thank the team for being so gracious during this entire process. They made this entire home buying process stress free. They were constantly in contact with me for everything. I know these guys have a ton of customers but they really did make me feel like I was the only person they were working with. It has been a pleasure working with all of you!
I don't film well, I've been known to break a few cameras.
Mark Reid was very straight forward and about business, and I commend him for that. However, the Loan Coordinator on this team, Ryan Peterson, dropped the ball on way too many occasions. Asking for items the day before closing that were submitted 30 days prior, ultimately leading to the closing being delayed last minute is completely unacceptable. Not to mention the fact that I was notified of the delay by the seller and not him. Then when the closing was cleared, I was notified by the seller of the correct date and location, which was one day after Ryan claimed. I did give him a chance to notify me of the updated date (on the day he told me it would be) after the fact, which was the only time throughout the entire buying process that he spelled my name correctly. If this was solely a review of Mark Reid, it would be a good one. However, a team is only as strong as its weakest player, so I have to rate my overall experience a 5/10.
Response from Veterans United
Hi Romario,
We appreciate your comments immensely, and we know how tiresome it can be to tackle paperwork head on each day. For this reason, it is our goal to guide you every step of the way and make the process seem as easy as possible. I'm glad to hear that Mark Reid provided straightforward and professional service. However, I'm truly sorry to learn about the issues you experienced with your loan coordinator and the communication breakdowns that occurred.
Last-minute requests often create additional stress, and we apologize that your experience was negatively impacted. Additionally, being informed of these delays by the seller rather than our team is far from the level of service we aim to provide. I understand how frustrating and stressful this must have been for you.
Thank you for taking the time to complete our online review, and we apologize if you felt there were unnecessary delays during your process. We value your input and are disappointed to learn that your closing experience was not better managed. If you would like to review these issues with our team, please reach out to one of our Client Advocates to discuss at 1-800-212-5200 or ClientAdvocate@vu.com. We're available from 9 a.m. to 5 p.m. CST Monday through Friday, but feel free to contact us anytime.
Always felt one step ahead and included in the process. I would highly recommend VU for home loans.
