Mr Kenney was responsive to emails and calls. Mr Henderson was hit and miss, often out of the loop. I had to act as the mortgage broker going between the buyer’s Title company, the lender (VU) and the buyer’s real estate agent. This is my fifth home purchase and the most painful of the five. The fact I had to expend more time than just providing signed documents and/or updated bank statements/paystubs, no option for a rate float down, and higher rate leads me to NOT RECOMMEND VU to other Vets. The only reason why I sought services from VU was based on VU’s policy based on their interpretation the VA’s mortgage underwriting guidelines.Additionally, not including services I shopped for and paid outside of closing not being included in section C. of the Loan Disclosure cost me $2270 in reimbursable closing costs. I also requested that my survey be included, only to find out last minute that no coordination with Title had been conducted to ensure the platted survey was authorized for filing with the cognizant municipality.If you choose to use Veteran’s United, because of their policies most closely match the VA’s underwriting guidelines, be prepared to do significant leg work.I was contacted regarding home owners and automobile insurance, I did not receive follow up quotes as promised even after providing all of the requisite information.Overall, 5 of 10 stars.On a positive note other lenders’ policies flirt with violating the ECOA with regard to VA loans, but not Veteran’s United.
Response from Veterans United
Hi James,
Thank you for taking the time to share your experience. I’m really sorry to hear that this home purchase was the most difficult of your five, and I completely understand how frustrating it must have been to feel like you had to step in and do the legwork.
It sounds like there were significant issues with communication and coordination throughout the process, and that’s not the experience we want any of our customers to have. I also regret that there was confusion around your survey and reimbursable closing costs—I can see how that would be frustrating, especially when you're already managing so many moving parts.
My team would like to dig deeper into what happened here, particularly with the insurance quotes and the coordination with the title company. If you’re open to it, could you reach out to us directly at 1-800-212-5200 or ClientAdvocate@vu.com? We want to make sure all your concerns are fully addressed and see if there’s anything more we can do for you.
I’m glad to hear that you felt our policies aligned well with the VA’s underwriting guidelines. We take pride in that, but it’s clear we fell short in other areas that really mattered to you. Thank you again for your feedback, and I sincerely apologize that we didn’t provide the seamless experience you deserve.
Rob and his team were totally devoted to making sure everything was handled properly and quickly as possible. They got our loan approved when another mortgage company couldn't. They even sent a notary to meet with us when we were out of town!! Talk about service!!
We recently went through the home-buying process, and while it was a challenging journey with our builders, our loan office team at Veterans United was the absolute dream team. From start to finish, they went above and beyond to ensure that everything on their end was handled smoothly.The communication from the team was consistently clear and timely. Anytime we had questions or concerns, they were quick to respond and always provided thorough and understandable answers. The customer service we received was exceptional; we truly felt like a priority and that they genuinely cared about making our experience as stress-free as possible.Reliability was another standout quality. Despite the hurdles we faced with our builders, the loan team maintained a steady and professional approach, which provided us with the peace of mind we needed during this stressful time. They stayed on top of every detail, ensuring that there were no surprises along the way.We are incredibly grateful to have had such a dedicated and supportive team by our side. Thank you, Kevin, Caytlin, and Jenny, for your outstanding service and for helping us navigate this process with confidence. We highly recommend Kevin to anyone in need of a reliable, communicative, and customer-focused loan team.
I didn't see a review/comment option for Melissa S. But, she gets a 10/10 too! Thank you Melissa for always answering my questions, providing guidance and feedback, and being so quick to respond. To Daren and Daren's whole Team: 10/10, everyone: Thank you so much, sincerely, from the Asmar family.
I can not say enough about how great my team was!! From the beginning to the end they took amazing care of us!!! 10 out of 10!!!
Matt is supported by an awesome team able to cut through the bureaucracy!
10/10 recommend the team I worked with. The went above and beyond to get my loan closed on time, which unfortunately became important when the seller began to create interesting situations. I loved that I could text them, and knew the messages were being seen by both. The app and website were easy. I have used the VA home loan 3 times and have had two IRRRLs (alongside multiple conventional funding options). This was the simplest transaction I have had.
Job well done !
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Have done multiple VA loans and Allison and team are by far the best.
I love the honesty from the Veterans United team. Thanks for your help.
Veterans United was fantastic! They were with us every step of the way. They stayed in touch and answered any questions or concerns we had. We would highly recommend this company!
From credit repair, to the loan process and everything in between.Veterans United delivered superior service during our home buying experience. It truly felt like we were working with friends. We had an amazing team and they were our biggest cheerleaders!
