I felt like a number and a paycheck going through this process. There was an attempt to up sell products that I didn’t ask for like ADT and insurance. I’m not opposed to your company making money, but it felt predatory. I was spending a bunch of money and I was nickeled and dimed at every step to maximize what could be made off me. Like I said I’m not opposed to making money, but should it be at the cost of having a repeat customer? Usually I work with one person throughout the whole process. This was my 5th home purchase and with this deal I was pushed between 3 or 4 people and there was a hard line where I was no longer working with my loan officer. I perceived that after they made their cut I became someone else’s problem. Also in previous deals I wasn’t asked to provide near as much information and documentation. I probably provided two time or more the amount of information and documentation that I had with other lenders. My thoughts were why, is your organization selling it? Then there was the float to lock feature. This apparently isn’t offered and I have to ask why. The final piece was John my loan officer. He was fine in the beginning and as soon as I got pre approval I was handed off to his assistant. This was the first handoff and it wasn’t a red flag, I figured the assistant was learning the ropes. Then he informed my Realtor that Veteran United wouldn’t make closing on March 22nd like the contract stated. I wasn’t upset about that, and was just rolling with the punches. The new closing was scheduled for April 1 and when I had questions about the final contract John got an attitude when I was going over the parts of the contract that weren’t making sense. That was the last straw for me. It is responsible of the company offering the service to gain the confidence of the customer, if the customer asks a bunch of questions it’s the loan officer job to answer those questions and close the deal. I shouldn’t be pressured or be made to feel stupid for wanting to know what I’m getting for all the charges listed or how the math is done when. I’m responsible for a lot of money in this deal and ignorance on my part doesn't negate my responsibility to pay for a fee that was in error or worse.
Response from Veterans United
Hi Corey, thank you for sharing your open and honest feedback. While the assistance from our home buying coordinator is meant to provide ease in ensuring your non loan related items are complete, we understand that was not your resounding impression. Our intent would never to be having you feel anything outside of supported, we apologize that did not happen. While it is standard business practice to transfer loans to a dedicated servicer, we know that can feel pointed. A loan servicing transfer in no way is a reflection on your loan or how much we value you as a customer of Veterans United Home Loans. We understand there can be questions surrounding a loan transfer to a new company, and we want to emphasize that Veterans United staff are still here to support you with assistance if needed. Our goal is to only work with servicers that we have a good working relationship with, which allows us to work together in case of any concerns regarding your loan. We strive to provide consistent service and clear communication across every team in the company, and we believe that we are stronger that way as one team. Our Client Advocate team would love to talk more with you about your experience so that we may take steps to improve the experience wherever possible for future clients.
You guys did great! The entire processes was smooth. The horror stories people hear when buying a house are crazy and you guys removed a lot of the stress of the customer. 👍🏽
My whole experience with VU was great. You made this process seamless and gentle. Thanks.
This is my second time using VA home loans for veterans. They're fast,efficient and caring.
Walk you through the process step by step.
Our entire home buying experience was amazing with Veterans United. From the very first steps of working with Schuyler to ensure our credit was on point to going through the pre-approval process with Tyler, and working our way to closing. We truly felt that every person we worked with truly cared about helping us purchase our first home and what was best for our family! While the process can be a bit intimidating and stressful at times, every member of the team did their absolute best to calm our nerves and worked diligently to help us achieve the dream of home ownership!!! I would recommend Veterans United to EVERY veteran looking to purchase a home!
This is my second time buying a house and this time was a lot harder than before but thanks to Mike and his team I can say that they made it seem like it wasn’t that bad after all. I’m super happy with their service.
I never would have been able to even begin figuring out how to start the process of getting a home loan. She tolerated every uneducated question and made me feel like she really cared about my success in the process. I would absolutely recommend her to anyone trying to buy a home.
Great experience I will recommend friends
Mary, Lesar and Jakob is definitely Veterans United "Dream Team"! Courteous, Professional, and always there to answer any questions you may have in purchasing a home. They walked me through every step of the way!! Kuedos to you guys, you are definitely the best.
I couldn’t ask for a better team or a better experience. Thank everyone for all the hard work for making my home buying experience smooth and painless, and also quick.
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Melissa Quinones was outstanding and also deserves a mentioned, she was very professional and played an important role in ensuring our closing went smoothly.The only request from me to the team would be, that if there is a holiday on the weekend prior to closing, and the closing falls on the following Monday, that the client (buyer) be notified on who is and who is not available to answer questions regarding any questions that could affect the closing.
Very pleased. Purchasing a home can be difficult with all the paperwork. Veterans united was a great help and made it a much easier process. Thank you
VETERANS UNITED LITERALLY CAN NOT BE BEAT!!!! NUMBER 1 ALL AROUND THE BOARD.
