The overall experience was great with Shawn and Candice and Caitlyn. My loan officer stepped out for a family emergency and someone else stepped in to finish everything on closing week. And she messed more things up than helped. I also was shorted a good bit from what I was owed to get a closing. That woman refused to help and basically just told me I was wrong and that’s not what me and Shawn had discussed. Then she tried to fix things that weren’t even wrong and probably made things worse.
She would have known the issues if she would have listened to me instead of interrupting and telling me I’m wrong and I do not know what I’m talking about.
Everything was great and moving fast until it wasn’t. Sheldon assured me he would be locking us into a great rate and could offer us a 4.99 and that he’d be watching the rates like a hawk. The week before closing I get a email (not a phone call) that the rates have rose and that he wanted to lock us in at 5.99!!!!! That was so disappointing and at closing I saw that we had to buy down points 10,000 plus dollars! Sheldon was recommended by a friend and I honestly wish I would have chose the lender I was going with who was offering me a rate lower than what I got and I really feel like I was caught up in a bate and switch. Towards the end I never got a phone call from Sheldon but I did from Morgan and Alisca. I definitely wouldn’t recommend this company to any of my veteran friends or family.
Response from Veterans United
Hi Veronica,
Thank you for sharing your feedback with us. I’m sorry to hear that the final stages of your loan process were disappointing, especially regarding the interest rate and the unexpected costs at closing. We understand that securing the best rate possible is a priority for our clients, and I’m sorry that the rate didn’t meet your expectations.
I wanted to provide a bit of background to clarify what happened with the rate lock. Sheldon and the team reviewed several rate options with you during the process, discussing how market conditions can impact rates and explaining the pros and cons of locking in versus floating. Ultimately, you chose to float the rate for a period, and when the market shifted, we were able to lock in at 5.375%, which is still a competitive rate given current conditions.
We know how important communication is, and I apologize if there was any confusion or if the rate-lock process felt unclear at times. I’m also sorry if the final numbers at closing, including the cost for points, were a surprise. Our goal is always to ensure that our clients feel fully informed and supported at every step of the process.
If you’d like to discuss this further or if there’s anything we can address for you, please don’t hesitate to reach out to us directly at 1-800-212-5200 or ClientAdvocate@vu.com. We’re available from 9 a.m. to 5 p.m. CST Monday through Friday, but feel free to reach out anytime.
Thank you again for sharing your experience. We’re committed to learning from feedback like yours to improve our communication and provide the best possible service to our clients.
I really appreciate the guidance, support, and help from the team. They were absolute rock stars and I would recommend them in the future.
Veterans United has handled multiple home purchases for me. Every time they exceed in all expectations. So much, that during closing not only was the attorney impressed but both selling and buying agents. It speaks volumes when agents asks for your teams personal contact information to suggest to further veteran clients. This is also them wanting to use Veterans United over the local lender they typically suggest. I cannot express enough the gratitude and pleasure it is to work with this team. I will always choose Veterans United!
Stay the course, be Patient with the process. There will be trying times but in the end it will be worth the time.
Adam and Amanda did a great job! I can’t express my gratitude enough for their professionalism and “customer first” approach to the loan process. It’s very stressful going thru this process and they, along w/the entire VU team, made it easy for me to achieve my goal of home ownership! You guys ROCK! Thank you…
Sean and his team were very attentive during a tough circumstance. Demonstrating great professional duty, Sean coordinated the activities of each party and kept me in the loop, despite being forward deployed with limited communication capabilities. Beyond simply being knowledgeable of the process, Sean had an impeccable "bedside manner" helping me and my wife understand the at times nuanced and complicated forms and procedures the home buying process requires.
Excellent service!!! Made my first time home buying experience easy and trouble free.
Ready to see for yourself?
Experience first-hand why 329,144 homeowners give us a perfect score!
Do it.
Great service from start to close! Great and friendly agent and lender. Highly recommend!
This was such an easy and pleasurable experience. I would highly recommend Veteran’s United. The process was seamless.
Overall, our process and interaction with Jeff was amazing but I will leave some constructive criticism as well. I am not sure if Christie is Jeff's assistant or what position she holds, but we definitely preferred working with Jeff. She was quite confusing to us throughout the process and had limited/poor communication with Wade directly when he was the one needing to submit documents. It also seemed that after a specific point in the process that Jeff handed our journey over to her without communication of that, but he did step in during group text chats when he could sense our frustration with misunderstandings with Christie. Thank you for your help, we love our new home.
