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.
As a first time home buyer, I went through a rollercoaster of emotions throughout this process. Lance Hopper and his team went out of their way to make sure I knew what to expect through the process. I even had a family emergency during this process that put things on pause. The first thing that Lance said to me was take care of family and we'll still be here. Throughout this process, I did not just feel like another number with Veterans United. As a Marine, I have always had a mentality of "get things done"....but with Veterans United, they made sure I was prepared for the whole process.
Team was very proactive and engaged with us
Fantastic organization! They took away all my anxiety and fear for being a first time home owner. If I had a question they immediately had an answer. They worked tirelessly to get us taken care of.
My loan officer Mark made this process very smooth and easy for me and even caught some things I wasn't even aware of! There were no dumb questions and never a delay! Give him 10 STARS!!!
I’m happy that I took the opportunity to work with veterans United. It was a smooth process and everything was explained to me thoroughly.
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This process the entire time has been so stress free between Justin and Corey they were amazing very helpful and always answered any questions we had!!!
Emmett is patient understanding and considerate, and he explains everything in terms people can clearly understand and feel comfortable and safe with the process
I commend the extraordinary work of my Loan Officer, Bailey Ganz and Loan Coordinator, Ofelia Clements regarding my VA home loan refinance. This team provided a "standard of excellence" that was truly life changing. My refinance was not a simple file, it involved a difficult title issue. Ms Ganz and MS Clements did not simple "manage" my file; they championed it. They provided exceptional and consistent advocacy, daily supportive communication, and a commitment to my best interest. It was evident at every turn that they were not just closing a loan, but we're dedicated to my best interest as a veteran. I was well informed at every step of the process. Their expertise, professionalism and support gave me every assurance and confidence that choosing Veterans United to refinance my mortgage was the best and right choice and I express much gratitude.
I cannot overstate how grateful I am to Veterans United for all of their hard work. They made the whole home buying process so easy for me. Thanks so much!
Home buying can be stressful especially when you’re juggling regular life with a bunch of kids. Understanding the lending process let alone a VA Loan was a lot of work (for me). Veterans United made the process simple and my loan officer, Rachel was outstanding! Made the process simple. Clearly communicated every step of the way. And fought for our best interests when the seller was committed to their own best interests. I’d recommend Rachel and Veterans United in a heartbeat.
Had a awsome team. They made everything really easy. Very helpful with stuff like insurance and costs management
Our 2nd time around using Veterans United and Mr Kyle Gardner and his team.
I had the pleasure of working with Austin Butler and Tayla and the entire team at Veterans United, they were very knowledgable of the lending process, efficient, and provided competitive pricing for us! There was constant communication with every step. They had, a wide variety of resources including our realtor and repairman which was good for almost any scenario. They helped us get out Loan at the max amount with a good rate! I would strongly recommend them!! Thanks guys for the outstanding job and successful closing of our new home! I look forward to future business!"
Ashley was very helpful and made sure I had all the information promptly.
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Very easy process. Would do it again.
Amy and her team were outstanding! They went way above and beyond the call of duty to help me get my home loan. Very grateful to them.
IMHO, I would employ others to take advantage of this Company. I couldn't be more satisfied. It was like ordering a full meal from soup to nuts and walking away very satisfied. Thanks to all of you concerned.
Dennis Maxwell.
Haley is always amazing to work with!
