Overall the help that the Veterans United team provided was way more than I asked. Every time I asked for something, I got the answers that helped me understand my loan and they would reply back to my texts and email in short time.
His team was helpful and knowledgeable.
Gabriel and Maureen were AWESOME!! I had a trickier situation than most and we all worked together to get to the finish line and I HAVE A NEW HOUSE!! My questions were answered promptly and all requests for information were explained in detail as to What and Why it was needed. CONSTANT COMMUNICATION was phenomenal!
The Veterans United team really made my home purchase easy. From the start they were on top of every detail. I can’t express my gratitude for the attention to details, and the professionalism demonstrated by this extraordinary group. I would recommend Veterans United to all veterans who are considering a home purchase.
We’ll be looking elsewhere for future loans. Biggest regret is not shopping around for lenders longer.
Response from Veterans United
Hi Jacob,
I am really sorry to hear that you feel this way. When someone’s biggest regret is not shopping around longer, that tells me we did not provide the experience or confidence you deserved.
While I respect your decision to look elsewhere in the future, I hate that we did not earn your trust this time. If you are open to it, I would appreciate the chance to better understand what led you to that decision. You can reach me at 1-800-212-5200 or ClientAdvocate@vu.com. We are available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and we will follow up the next business day if you reach out after hours.
Sincerely,
Claire S., Client Relations Manager
You guys have a great team who care about their job and the people they are serving
Maggie Schuh has been wonderful to work with and thanks to her, I would recommend Veterans United to everyone.
What a great experience! They make it so easy with the app. No more having to fax tons of pages of information, just take a photo of the necessary documents and upload them. The app “to do” list keeps your tasks at your fingertips. The staff we dealt with were kind, courteous and extremely knowledgeable. We went from toying with buying a new home to closing in less than 2 months. I will definitely tell our friends about Veterans United.
Everyone worked hard to help me buy a home. The concierge service added to the outstanding assistance for the start of the utilities a inspections.
Exceptional job. Katie was very responsive and helpful.
Our Veterans United team was wonderful to work with. They were friendly, helpful, and always quick to respond. They answered every question and concern I had without hesitation and made the entire process feel smooth and stress-free. I truly appreciated their patience and communication throughout.
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Brian was awesome.
Charles McKee and Nicole we’re amazing throughout the whole process and helped me and my wife find the home that’s right for us.
I had a wonderful experience with my whole team: no complaints, no wishes for any other services. Your time is the best. I especially appreciated the checklists! I will gladly recommend you down the road. Thank you for being in my corner.
My concerns are centered around the inefficient, non-transparent communication. I understand completely that things change and shift as one works through the home buying process. However, it started with getting my pre-approval wrong. Then moved into not verifying the correct zip code to measure my income vs the median income - notification that I needed to change the type of loan which would increase my Down-payment didnt come until after I paid for all inspections and appraisal. I then made the effort to call so I understood but even at that point the full impact of this switch was not disclosed. I found out a week or so before closing that the interest rate I was advised I would have, I was now going to have to pay for. I was never asked if I wanted to buy down the interest rate, it was assumed. In addition, based on my research switching loan types should have actually improved my interest rate. When bringing this up I was advised it was another team's fault that Jeff did not disclose it sooner. I have purchased and sold a home previously and this was terrible service.
My fiance is active duty and has already told everyone he knows to refrain from using Veterans United. I have also shared far and wide to stay away especially after I read reviews that depict my exact experience. Lessons on transparent communication and due diligence would greatly benefit your teams.
Response from Veterans United
Hi Angel,
I really appreciate you taking the time to outline your concerns so clearly. What you described, especially around communication and transparency, is not a small issue. I am truly sorry for the frustration and confusion this caused you.
I can understand how discouraging it must have been to start with an incorrect pre-approval, then learn about a zip code issue affecting income limits, and only later be notified about a loan type change after you had already paid for inspections and an appraisal. That kind of timing would feel overwhelming for anyone. Hearing that the full financial impact was not clearly explained, including the change to your interest rate and the assumption about buying it down, is especially concerning.
You should never feel like important decisions were made without your understanding or input. And being told it was another team’s fault does not make the experience any better. Clear, transparent communication is critical throughout the homebuying process, and I am sorry that was not your experience.
It also weighs heavily that your fiancé is active duty and that both of you have shared your experience within your community. We care deeply about the trust placed in us by service members and their families, and I hate that we let you down.
I would truly value the opportunity to review your loan file and better understand exactly what happened. If you are open to speaking further, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. Our team is available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and if you contact us outside those hours, we will typically follow up the next business day.
Thank you again for your candid feedback. It matters.
Sincerely,
Claire S., Client Relations Manager
The rate was the best I could find. We closed on time, even after it became a rush. They are experts in VA loans. So, when unique situations came up, they knew what the VA would expect, putting my wife and me at ease. They were responsive, professional, and spoke with confidence on their subject matter. Every contact I had felt genuine and honest. They treated my time and money with respect. They never tried to upsell me or questions my decision to decline options.I am a very busy person who doesn’t always have their phone on them. Everyone was comfortable speaking through text or email and always met me on my communication source. I can’t say enough for them.The way Veterans United does business is how every business should treat their customers, let alone veterans. I can’t say enough wonderful things about Malachi, Jake, Vickie, and everyone else behind the scenes that I never talked with but helped along the way.
