Justin, and the team did an exceptional job at getting us a quick turnaround on closing! Their transparency and communication is unmatched!
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.
Randee was such a blessing during this process. She told me in the beginning that she would do everything to make this process smooth, and she did just that. Randee made herself available to us always which gave such a peace of mind. I can’t thank her enough for all her hard work and dedication during this process. We will using her for all of our future purchases.
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VU takes the time to understand a veteran’s needs and provide the right product at a fair price. The team is professional, honest, and courteous. They have earned my business!
Charlie was excellent for us from the first call. I would rate him a solid 10. Once our account was transferred to Carrie (the assistant) it went downhill from there. We received numerous requests for the same information. (Requests that in previous home purchases or refinances they were able to get on their own). My company boss received so many requests for the same info they called me and said it needed to stop.COMMUNICATION was almost non-existent. If you didn't check the dashboard, you would miss things that needed to be done. The assistant did not attempt to follow-up or check in and rarely answered the phone. If she was in charge of our refinance, we would have stopped the process and went elsewhere.The biggest problem is that I went from a regular W2 employee for 10 years with the same company to a 1099 employee with the same company with no financial or position changes. They did not know how to deal with that. So, if you are a 1099 employee BEWARE. You may need to look elsewhere.The Underwriter they assigned us was terrible. Our to-do list grew by the day.In short, yes, I would recommend Veteran's United because they did get the job done - eventually.
Response from Veterans United
Hi John,
Thank you for taking the time to share such detailed feedback. I’m really glad to hear Charlie made a strong first impression and took great care of you early on. I’m also sorry that the experience became frustrating once your file moved forward. Repeated requests, lack of follow-up, and unclear communication are not what we want for anyone, and I can understand how exhausting that must have been.
Your comments about the 1099 transition are especially important. Even when someone’s role and income are stable, that shift can add complexity, and it’s clear we didn’t make that process feel as smooth or well-managed as it should have. I’m also sorry for the added stress caused by the growing to-do list and underwriting experience.
I do appreciate you sticking with us through it and acknowledging that the loan ultimately closed, but I hear you that it took longer and felt harder than expected. I’d really like the chance to look into this further and share your feedback with the right teams. If you’re open to it, our Client Advocate team would be happy to connect. You can reach us at 1-800-212-5200 or ClientAdvocate@vu.com. We’re available Monday through Friday from 9 a.m. to 5 p.m. Central Time, and messages outside those hours are typically returned the next business day.
Thank you again for your honesty and for giving us the opportunity to learn from your experience.
Sincerely,
Claire S., Client Relations Manager
Heather Damer provided truly outstanding service throughout our entire home loan process. From start to finish, she was incredibly attentive, responsive, and genuinely cared about making sure we understood every step. She took the time to answer all of our questions, explain our options clearly, and made what could have been a stressful experience feel smooth and manageable.Heather’s professionalism, knowledge, and customer-first approach really set her apart. We always felt like a priority, and her communication was excellent. I would highly recommend Heather to anyone looking for a home loan — you won’t find better service or a more dedicated person to work with.
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.
Brent was really eager to help anytime I called. He made the process seem like cake for me.
I expressed my opinion on the Veterans United Facebook Page as well as my page and Trustpilot, however, I want all those who work with Ryan, who I believe is the most helpful and knowledgeable Loan Officer I have ever known, to know, that my wife, Kathy and I appreciate all yall did to assist Ryan in closing our loan. This was my 7th purchase of a home in my 73 years, and by far the easiest process. Ryan's knowledge of what would benefit me the most is rare to find in your industry, and I think he would be a great individual to consider teaching other up and coming loan officers within the industry, just a thought from an old man who taught others how to sell for over 25 years. I wish your company the best and should Ryan become the president of your company in the future, I would not be surprised.
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I’ve already recommended Veterans United to 3 other veterans. I am so glad I went through this company. The process was quick and seamless . The team was very professional and patient with me . I am grateful!
Very helpful throughout the process!
Thanks to Adam Canote and his patience and perseverance.
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.
As a U.S. Army Veteran, I have used Veterans United loan services twice in the last 10 years. Both times were outstanding experiences.Lance Nilson and his team of professionals had my back every step in my loan process. They were all very transparent during my time waiting for my loan to get approved.Lance and Jaclyn were always available for questions, or concerns that came up. I would absolutely recommend Veterans United to anyone needing there services.
Chris & Felicia did a great job keeping me in the loop about what was needed and what was going on through out the entire process.
