At first, Justin and the team were great: personable, detailed, and reassuring, among other qualities. However, as the timeline and progress furthered along, the performance began to degrade. Verbal assurances became dishonored, numbers began changing, etc. I continually asked if there were any further surprises, numbers, or anything else that may change the financial numbers or that could potentially affect the closing costs. I was reassured over and over. Unfortunately, my loan estimate to closing disclosure changed by more than $5,000. Yes, Justin and Veteran's United (VU) added lender credit, but this was only to get me at the rate they had promised from the beginning. Then, when the $5,000 change occurred, after I negotiated my rate back a little bit, more credit was given, but again, only because I was about to walk away when it became apparent I understood that they violated a federal law, which specified certain areas of the loan estimate couldn't change by more than a specific percentage. Regardless, I was supposed to receive my full $4,000 deposit back and ended up only getting $2,200 when all was said and done. I am not the first veteran to buy a condo, so for this lender to be unable to be transparent OR for them to fail to include the correct items on a loan estimate is unprofessional and deceptive, to say the least. I would have backed out, had I been given the chance, but the closing date was the next day. To give context: They were still changing up numbers and not getting it right, up to 4 hours before closing. That is how unfortunate this process was. I should have gone to Navy Federal or another lender. I will not be recommending them to any friends or family and will, in fact, tell fellow service members and others to steer clear of VU. I really had high hopes for them. This is unfortunate.
Response from Veterans United
Hi Derrick,
Thank you for taking the time to share this. I’m genuinely sorry for how stressful and disappointing this experience was, especially after such a strong start. When expectations are set and then change, it can understandably feel like trust was broken, and I hear how frustrating and unsettling that was for you.
You’re absolutely right to expect transparency and consistency throughout the loan process. Changes to numbers late in the timeline, particularly so close to closing, are incredibly stressful and not the experience we want for anyone, especially after you repeatedly asked for clarity and reassurance. I’m sorry we didn’t meet that expectation or give you the confidence you deserved along the way.
I also understand your concerns around the deposit and how those final outcomes felt, given the circumstances and timing. While I can’t address specific details in a public forum, I would really appreciate the opportunity to look into this more closely and better understand what happened from start to finish.
If you’re open to it, please reach out to our Client Advocate team so we can review your loan in detail and make sure your concerns are fully heard. You can contact us at 1-800-212-5200 or ClientAdvocate@vu.com. Our office hours are 9 a.m. to 5 p.m. Central Time, Monday through Friday, and messages outside those hours are typically responded to the next business day.
I truly regret that this experience fell short of what you expected and hoped for, and I appreciate you being honest about it.
Sincerely,
Claire S.
Client Relations Manager
During PCS and ETSing, Veterans United showed incredible care and support for me every time. I was blown away by how quick and easy they were able to work with and made the entire process smooth. I loved all of the resources they provided and every staff member was awesome to work with. This was an amazing milestone in my life with transitioning out of the Army, and I feel very blessed and thankful to have had the Veterans United Team supporting me.
Great group of people to work with
Donald and Lisa were great to work with. It took three attempts before we settled on the home we purchased and both of them answered every question promptly. We are very happy we chose Veterans United for our big move to Texas.
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The team I was assigned to was amazing! They were patient, understanding, and willing to take the time to work around the clock no matter the situation you may be in. There were some circumstances, Veterans United was willing to take house calls during non-working hours. The dedication was visible from both Veterans United and the realtor.
Thank you VU team especially Wade, Wesley, Tyler and Phoebe. We’ve bought a few houses with VU and every time has been a smooth process. The team is always fast to respond and keep us in the loop at every step during escrow.
I like veterans in United home loan this was my first home and Jake and the rest of the crew there was it was really helpful especially Jake you know you can tell that he's a man about business but he he knew I didn't know very much about it so he was a little patient with me and I appreciate all y'all guys over there if there's anything that I need to know I feel like I can ask so I feel like this this alone it's going to be something that I can enjoy paying off because they help me try to get in the right place so that I might be able to hold this long down well I appreciate y'all very much and thanks love me free services I said thanks a million for your services sign David Lane
As a proud military veteran, I cannot express enough gratitude to Veterans United team for their unwavering support they provided in helping my family secure a VA home loan. Their exceptional service has completely transformed our lives, and we are forever grateful for their dedication and expertise.From the moment we contacted Veterans United, we were treated with the utmost respect and understanding of our unique situation as veterans. Their team of professionals took the time to listen to our needs and concerns, walking us through every step of the process with patience and clarity.One of the standout qualities of Veterans United is their knowledge of the VA loan program. They have a deep understanding of the intricate details and requirements, making us feel confident that we were in good hands throughout the entire journey. They effortlessly navigated the paperwork, ensuring a smooth and timely approval process, which took a significant burden off our shoulders.Moreover, their customer service is second to none. Communication was prompt, consistent, and reassuring. Whether it was via phone, email, or in-person meetings, we felt well-supported and cared for, knowing that our questions would be answered promptly.Veterans United's dedication to ensuring that veterans and their families receive the best possible service is truly commendable. They went above and beyond to find us the most favorable interest rates and loan terms, tailoring the options to suit our financial needs. Thanks to their efforts, we now have a beautiful home to call our own, and we can confidently say that our future is looking brighter than ever.The impact of Veterans United's support extends far beyond just helping us secure a home loan; they have shown us that there are companies out there who genuinely care about veterans and their families. Their commitment to the well-being and success of those who have served our country is something that will stay with us for a lifetime.We wholeheartedly recommend Veterans United to any fellow veterans seeking assistance with a VA home loan. Their professionalism, expertise, and heartfelt dedication to supporting veterans make them an outstanding choice. Thank you, Veterans United, for making our dreams come true and being there for us every step of the way!
Since the start VU had been there for me every step of the way. From looking for a home, to buying it, VU provided excellent service and guidance. Especially Phil S. And Eric M.!
The whole process of being a first time home buyer was made so simple by Mr John and Kyle. They were there every step of the way and assisted with all problems that came up making this home buying experience a great one for me. I’m so glad to have the team I had. I can’t thank them enough for helping me get the home of my dream.
Thank you Veterans United!! Shawnee and Kimmy were amazing in helping us purchase our first home!
I value honesty not lies starting with this is my personal phone number that went to unknown number of people. They could have saved a lot of stress by explaining what needed to be corrected on the to do list. And the to do list should be put out once not added too every week. My loan was 13 days past the date I requested it was started near Thanksgiving and was granted on 6 January requested for 23 December with a closing date of 3 January.
Response from Veterans United
Hi Ronald,
I’m really sorry for the stress this caused. You’re right to expect clear, honest communication, especially when it comes to something as personal as your phone number and as time-sensitive as your closing timeline.
I hear your frustration with the to-do list changing week after week. When items are added instead of clearly laid out upfront, it can feel overwhelming and unnecessary. That feedback is important, and I appreciate you calling it out. I also understand how disappointing it is when the loan timeline doesn’t align with the dates you requested, particularly around the holidays when time already feels compressed.
I’d like the opportunity to look more closely at what happened here and make sure your concerns are fully understood. If you’re open to it, please reach out to our Client Advocate team so we can review your experience in detail. You can reach us at 1-800-212-5200 or ClientAdvocate@vu.com. Our office hours are 9 a.m. to 5 p.m. Central Time, Monday through Friday, and messages outside those hours are typically answered the next business day.
Thank you for taking the time to share this. Feedback like yours helps us do better.
Sincerely,
Claire S.
Client Relations Manager
I have used Veterans United 3 times and they have always excelled in their service. I always recommend them to other Veterans.
