During my home buying process my initial loan officer either ceased to work for the company or was promoted and my loan officer was switched, my initial loan officer had clear and concise communication and would reach out frequently to check up on my homebuying journey. Once officers switched communication was poor (most likely due to increased work load on the guy that was handed my account). Several voice messages and a couple emails were never replied to. Even after reaching out to management communication hardly improved. I'm assuming that my account was forced on another officer and increased work load resulted in communication breaking down. At the end of the day Veterans United got the job done and I have my home but a lot of improvements can be made to communicate in a timely manner.
Response from Veterans United
Hey Douglas,
Thanks for taking the time to share your experience—and congratulations on your new home! I’m really sorry that communication fell off after your loan officer changed. That kind of handoff should feel smooth and seamless, not like you're left chasing down updates or wondering if your messages were seen. You deserved better follow-through, especially during such a big milestone.
It means a lot that you still recognized the work it took to get your loan across the finish line, but I completely understand how frustrating it must’ve been to feel out of the loop along the way. We know how important timely communication is—especially in a process that can already feel overwhelming—and I appreciate you pointing out where we dropped the ball.
If you’re open to it, I’d really like my advocates to take a closer look and share your feedback with our leadership. You can reach us directly at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available from 9 a.m. to 5 p.m. Central Time, and we’re always happy to listen.
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At cl9sing cost time I paid taxes and it is my understanding as a disabled vet I am exempt ? So will that be reimbursed?
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V.U. was great in my homebuying needs and helped me complete all the necessary steps in order to get me into a home. Thanks!
Big shout out to my handler - Codi McDowell!!
She help me through several questions and issues.
She gets a 10+
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My Veterans United team was very professional and thoroughly answered any questions we had. I never felt out of control or surprised during the process because of my team kept me updated and the website was easy to use. I highly recommend to anyone!
The Veterans United team was amazing. Even through the holidays and sickness they worked to get me in my home. I will stay with VU for all future purchases and have already recommended them to my closest friends. Thank you team!
From my personal experience with Veterans United I couldn’t think of any negative feedback. Ross and his team were nothing but professional and helpful every step of the way. No matter what hiccup came up, there was always an answer and guidance in the right direction. Through my experience with the team I worked with, they weren’t just “Veterans United” they were friends of mine.
Thank you to the entirety of the team!!-James Hensley *Kentucky*
