This is my 4th lender and this experience has been the worse. As a military lender I would expect VU to be a lot more on top of things and professional. The whole process was chaos and very stressful. A lot was done wrong and I was told “sorry” more than 6 times. They also told me congratulations 3 times for final closing but needed more documents or needed me to resend something. Once everything was finally done with and closed then 2 weeks later kept receiving letters from another lender stating they are now my lender. I ignored it since there is so much scamming going on then almost a month later I called them I received a call from them (PENNYMAC) stating they’re now my lender. I didn’t get a call from VU almost a month after the transition since I wanted to see how long it would take for them to let me know. Once I got that call it wasn’t to tell me about the switch but to send the first payment. The chaos continues but what I’ve already experienced from PENNYMAC already is that won’t happen. Best service I got out of VU was the gift they give when closed
Veterans United was fast, efficient, and professional service. They are the best.
I was very satisfied with every aspect of the loan process.
Despite a few great people that I was lucky to have on the team. There was one person that ruined my experience completely and is one of the two reasons I will not be recommending Veterans United. The loan coordinator, Bart Townsend was absolutely horrible to work with. He was difficult to get a hold of, had a condescending demeanor through out every email and few phone calls I had. My interactions with him made it feel like he was working against me through the whole process instead of with me helping a first time home buyer. I highly doubt he’s any different with any other client. Another huge issue I have it seemed he didn't read any of my work history answered in the basic information of my application or really he seemed to have zero understanding of basic fundamentals with how Active military personnel work and the benefits which come included. Kind of a huge issue when all of the clients are either active or retired when applying for a VA loan. Second issue I have, which I knew from the beginning. Is not having any choice with who my loan is sold off to when my loan will be inevitably sold off to a 3rd party company. I fully understand why it's done as its a common business technique. However it just takes away from the “We care about you” impression that veteran united seems to hold highly as a business motto.
Response from Veterans United
Hi Dominic, we appreciate the chance to hear from you and we understand that the communication did not exceed expectations. It is our goal to promote accountability within our teams and consistently deliver an outstanding client experience. 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 are aware that certain aspects of the loan process benefit from exceptional attention to detail by all those involved. Thank you for sharing your voice and for bringing this to our attention. Your comments allow our Client Advocate team to research further for learning opportunities. Also, 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 aren't yet set up to keep all loans for the long term, though we are working towards that goal, and in the meantime, we 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 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. If you have any concerns, please let us know!
Shout out to Tyler and his crew! Thank you for everyone that helped in the process of buying this home! #blessed
This has been the best home buying experience I've been involved with
The lending team I was assigned with VU was top-notch. Communication throughout the whole process was excellent. The team had answers for any questions I had, regularly checked in via text, email and phone calls to keep me updated on the loan process, guided me through each step, and had incredible customer service skills. Thanks to Veterans United for operating such a high-quality service for veterans.
Last but not least Bettina was my boots on ground girl. She is the magicians assistant, the one doing all the work & making her boss look good. Thank you for answering all my crazy questions.
Veterans United gave us the best first experience of home buying. Our team was thoughtful and kind. They walked us through everything and made it understandable. They even send toys and treats for our pets, including the horses!. I would definitely would recommend Veterans United to anyone needing a home.
United veterans was really the way to go for us. All of the people that were there that helped We just want to say we appreciate everybody.
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from start to finish very profession staff, very supportive, answered all my question,
addressed all my concerns in a timely manner, provided viable solutions to
potential issues. jus an over all positive experience , great dedicated team work, securing my first multi-family home. thank you VU.
Amazing to work with!! Literally from approval to closing in 1 month. Trust their realtors. Trust your home buying team. They will always watch you six. They will be there everyday with an answer or a way to get the answer quickly.
I want to thank to thank Veterans United for all the wonderful help they provide us. I couldn't have asked for a better team in Stephen, Jonathan and Blair. I highly recommend Veterans United to all my fellow veterans who are looking for a home.
Everybody I talk to was great. They made everything go smoothly as this was my first house
