We are very grateful to have had Ben Choi as our Loan Officer throughout our homebuying process. He is extremely professional and personable and answered every question we had along the way (we had many!). I can't express our appreciation enough for Ben and his team. They made what is typically a pretty daunting process and made it virtually painless for us. They were quick to answer questions or address concerns and never once made us feel like a burden (shoutout to Jennifer Heard, she is awesome!). I'm a first time Veteran's United customer but have no plans to look anywhere else in the future. Veteran's United is made up of some true professionals! My family and I couldn't be any more excited about our new home. Thank you all so much!
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.
Veterans United is a very awesome company my team that worked with kept me informed stayed on top and kept me on track through the whole process.Go team patty and Katie thank you all for everything and all of your help.
My VU team was awesome and made us feel like we matter. Great experience and we would highly recommend
Josh was awesome this process was not at all what i expected we were able to do this entire process in one month thanks to him so im super grateful!
Erinn Cline and her team were very polite professional and excellent at providing unparalleled customer service. I would highly recommend them and when the time comes for me to refinance or purchase another property I will use this team again
At cl9sing cost time I paid taxes and it is my understanding as a disabled vet I am exempt ? So will that be reimbursed?
I also want to take a moment to thanks Katie Willis. Katie was truly exceptional helping me ensure all of the necessary documents required for our loan to be approved were gathered and uploaded into the portal. Katie was my “go to” for many questions along the way.Overall, my team of Kody, Katie and Shelby were the ‘A’ Team there at VU! You all made this whole process stress free and easy to manage. I think you all and Veteran’s United for helping my family get a fantastic house an property!
Adam and the team always go above and beyond to keep me informed with every process and options. They are quick to answer any and all questions. 10/10!
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!
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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!
Big shout out to my handler - Codi McDowell!!
She help me through several questions and issues.
She gets a 10+
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!
