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Business Profile

Mortgage Broker

Veterans United Home Loans

Complaints

This profile includes complaints for Veterans United Home Loans's headquarters and its corporate-owned locations. To view all corporate locations, see

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Veterans United Home Loans has 62 locations, listed below.

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    Customer Complaints Summary

    • 150 total complaints in the last 3 years.
    • 40 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/03/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/29/2022, Veterans United issues a disbursement to my home insurance company for the annual payment apparently as part of a large line item check. This check has not been received or processed by my insurance provider, resulting in cancellation of my policy (as it was not received by the due date). On 12/28/2022, when my insurance company still had not received payment via the alleged check sent, Veterans United processed an emergency payment on my behalf and sent it overnight to my insurance company. This payment was received and my policy was reactivated. However, now my escrow account shows TWO disbursements in the amount of $946, where there should be only one. So far, they have refused to do anything about the first missing payment. Everyone over there just says to me "just wait longer. Just wait longer." This is an unacceptable response. I demand action and the duplicate payment be removed from my account. I am not the one who made the mistake, therefore I should not be made to wait or even be on the hook for it at all. This error on the part of VU will negatively affect my monthly payment come February. "Just wait longer" doesn't cut it. Fix it now. So far, nobody over there seems to care enough to do more than "apologize for that". I don't want apologies. I want action. Fix it! I will also be removing the insurance portion from my escrow account so I don't run into this level of incompetency again, however, until the issue is resolved I can't even get that part done.

      Business Response

      Date: 01/11/2023

      Veterans United Management has spoken with the consumer, and
      we appreciate their patience while working with us to resolve the issue. We
      apologize for the inconvenience and have confirmed the consumer’s insurance is
      paid. We remain available to answer any additional questions or concerns the
      consumer may have and can be reached directly at ************ ** *****
    • Initial Complaint

      Date:12/15/2022

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Company continues to call me daily all day long leaving voicemails. Have explicitly asked them to stop. They said they would remove my "application" when i havent filled out a "application". However the calls continue and im about to file a harassment complaint. They need to stop calling me. Today.

      Business Response

      Date: 12/22/2022

      Veterans United Management has removed the consumer from
      call lists after receiving their initial inquiry. Veterans United Management
      remains available to assist the consumer with any additional questions or
      concerns that may arise by contacting us directly at ************ ** *****
    • Initial Complaint

      Date:12/15/2022

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was charged 3000 more for my house for no reason it was supposed to be mine at closing cost to help pay for the closing but I had to bring 3266.00 more to closing which the united veterans Wer not at the closing with my money. They charged me a fee that I was exempt from pay because I am a disabled veteran and this is not right

      Business Response

      Date: 12/22/2022

      Veterans United Management spoke with the consumer to
      understand their concerns; however, they were unwilling to participate in a
      constructive dialogue. The fee the consumer references is called the VA Funding
      Fee, charged by the Department of Veterans Affairs to any veteran that does not
      have a VA disability rating. Disabled Veterans are exempt from paying the
      Funding Fee and a thorough review of the consumer’s loan documents showed the
      consumer was not charged this fee. Veterans United Management remains available
      to explain any additional questions the consumer may have if they wish to
      contact us directly at ************ ** *****

      Customer Answer

      Date: 12/28/2022

      Complaint: ********



      I am rejecting this response because: The United Veteran Manager that called me and stated that I did not get charged this charge.  I have proof that I was charged this amount.  My house was 145,000 and with the additional charges that were not suppose to charged my house went up to 148,000.  They charged me the VA funding fee when they say they didn't.  







      Sincerely,



      ******* ****

      Customer Answer

      Date: 12/28/2022

      See attached invoice.

      Written on invoice:  "My house was $145,000.00 not $148,000.00.

      Business Response

      Date: 01/04/2023

      Veterans United Management has investigated the consumer’s
      claims on multiple occasions and our response remains consistent and unchanged.
      Veterans United provides financing for properties selected by consumers and
      does not locate or negotiate purchases for homes. A contract was provided to
      the loan team, signed by the consumer, showing an agreed upon purchase price of
      $148,000 and was accurately disclosed on numerous occasions prior to closing.
      Additionally, the consumer was not charged a VA Funding Fee as asserted in the
      original complaint. Veterans United remains available to speak with the
      consumer regarding any questions they may have and can be reached directly a* ************ ** ****
    • Initial Complaint

      Date:11/23/2022

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ON 11/21/2022 Veterans United Realty DECIVED ME BY SAYING THAT THEY WOULD DO A SOFT INQUIRY BUT THAT WAS SUCH A DECEITFUL ACT JUST TO GET BUSINESS. I AM PLANNING ON GOING TO COURT AND CHARGE THEM WITH FRAUD. I'M NOT LETTING THEM GET AWAY WITH SCAMMING SENIOR CITIZENS.
      MR.*****

      Business Response

      Date: 12/09/2022

      Veterans United Management has attempted to contact the
      consumer to research the concerns outlined in the complaint but has not
      received a response. Veterans United’s management team remains available to
      assist the consumer if they would contact us directly at ************ ** *****
    • Initial Complaint

      Date:11/22/2022

      Type:Sales and Advertising Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *********************** pre-approved me for 330k in October, I decided that I would do an assumable loan in November, ***** transferred me to *************************, who pre-approved me.After I went under contract to purchase another veteran's home via assumable loan, the loan failed in underwriting because Veterans United added an overlay to the loan that did not accept any of the income from 4 rental properties that I own. I receive 3800$ a month from these rental properties and Veterans United said that 0$ of the income can be counted even though I have lease agreements and a property manager. What they did was count all the debt against me but none of the income. If they had disclosed this overlay during 2 pre-approvals I would have known that they do not operate off of ****** ***/******************/Va guidelines, and not spent 2000$ on home inspections/gas/attorney fees.When I spoke with ***********************/*************************/*************************** team lead, they all stated that some of the rental income from the properties would be counted towards a home purchase. Three loan officers should not have informed me that my rental income would be counted and should have known that Veterans United adds overlays to their assumption loans. Attached is evidence from Veterans United that they admit that a mistake was made on their part and because of this I seek restitution. I have completed 6 transactions with Veterans United in the past and they should not have wronged me in this way.

      Business Response

      Date: 12/01/2022

      Veterans United Management has spoken with the consumer and we appreciate their feedback. We regret the experience did not live up to Veterans Uniteds standards and used the oversight as an opportunity to help our team continuously improve. A refund of out-of-pocket expenses has been issued and we remain available to assist the consumer if any further questions or concerns arise by contacting us directly at ********************.

      Customer Answer

      Date: 12/02/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************
    • Initial Complaint

      Date:11/16/2022

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We closed on ***** ******* ****** ** the end of December of last year. We received a letter in the mail from the tax collector stating that we owe over 5,000 in property taxes. When closing on the house I remember the gentlemen who handled the closing paperwork and people at veterans united both saying property taxes are only $28 a month! Seeing my wife was pregnant and we were settling in the new state we didn’t have time to get them exempt this year because $28 extra wasn’t bad to us so we figured we will do it when we can. However, the property taxes clearly are way more than ANYONE has mentioned to us or we would have had them exempt by now but not only that but we called your customer service last night and they stated that you guys don’t pay the property taxes on our escrow just home
      Insurance?? No one I personally know or myself has ever heard of a mortgage company not including property taxes in escrow so we assumed they were being payed every month! We called the tax collector and they stated they can’t remove the 5,000 something we owe them from this year so now we are stuck paying all this money that not one person at veterans United had mentioned before
      Closing or at the title company. Being a 100% disabled veteran is hard enough but now I feel as if your company intentionally set me and my wife up. Your company is solely for military and veterans and needs to realize that we need extra steps and guidance in closing homes especially if you guys don’t add property taxes to escrow! Someone should have told us that property taxes where not in our escrow and no one did! I feel completely cheated from this company and want to know if there is anything veterans United can do to help or reconcile this problem.

      Business Response

      Date: 11/23/2022

      Veterans United Management has spoken with the consumer, and we appreciate them taking the time to share their feedback and work with our team to find an acceptable solution. We remain available to assist the consumer with any additional concerns by contacting us directly at ************ ** *****
    • Initial Complaint

      Date:11/05/2022

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I closed on my house with Veterans United June 29th 2022. I am a 100% Disabled Veteran living in ***** and am not required to pay property taxes. I was informed that I would need to pay them until October when the new tax bill came out. I did this by paying into escrow and was told I would be refunded all overpayment. I sent Veterans United my tax bill showing I am 100% exempt and the total amount due from when the prior owner was still in the home. They instead paid over 2 times what the bill from the tax authority shows. I informed Veterans United multiples times before they sent out the payment what the total due was and they agreed that would be paid. They sent the massive overpayment and I am now still waiting for a refund from Veterans United. I now have to wait for the tax office to refund to Veterans United and then wait for it to be sent to me. I requested an escrow analysis as they obviously do not have the correct figures. They came back saying I still needed to pay over $2,000 a year into escrow for taxes even though I am 100% exempt and am not subject to any taxes. I would like for the analysis to show I am not subject to property taxes and do not need to pay into escrow for them. I would also like my total refund of overpayment send immediately. I am being transferred multiple times everytime I call and no one can tell me when and how this will be resolved. As of now, I feel that VU has stolen money from me. They disregarded the bill from the tax office and are continuing to give me the run around while I try to resolve this. Next step will be a complaint filed with consumer finance protection bureau. Please help me resolve this.

      Business Response

      Date: 11/16/2022

      Veterans United has spoken with the consumer and we appreciate their feedback and willingness to work with our management team to resolve their concerns. The consumer provided appropriate documentation to place the exemption which has been completed on their account. Research into the tax payment found the consumer paid taxes in addition to Veterans United paying them as scheduled which resulted in the additional payment being made to the county. Veterans United Management will continue to follow up with the county and servicing center to obtain the refund until it is received and we remain available to answer any further questions or concerns by contacting us directly at *******************.

      Customer Answer

      Date: 11/17/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *****************************
    • Initial Complaint

      Date:11/04/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been working with VU for awhile now and I have paid for my appraisal which came in way under what it should have and it had been appraised 7 years prior and a lot of work has been done on the property by myself. The appraisal I have think was influenced by the VU and I have been given a closing date 3 times and each time it gets close to closing the underwriter comes up with something petty to stall and the most recent is saying I can’t share a bank account with my fiancé. This is all stalling and the price for closing and cash to close keeps changing despite myself lowering the insurance costs which I was told to do so I would have less cash to close which went from 381 to 801 after insurance was lowered for the premium. The underwriter has gone as far as saying she is going to call me out for my bank accounts that are in my name and she is saying they are not in my name. I am about to lose my home and be homeless thanks to these people something needs to be done

      Business Response

      Date: 11/11/2022

      Veterans United Management has spoken with the consumer, and
      we appreciate them taking the time to share their feedback. We regret the experience
      did not meet the expectations however we are glad we were able to help the
      consumer complete their transaction and we will use their feedback to help us continuously
      improve. Veterans United’s team remains available to assist the consumer with
      any further questions or concerns and can be reached directly at ************ ** *****
    • Initial Complaint

      Date:10/29/2022

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Veterans United continues to require me to pay property taxes out of an escrow after I sent official documents from county tax assessors indicating me as 100% total exempt from property taxes they continue requiring me toI pay property taxes regardless of proof that I am tax exempt. 100%. Creating a hardship.And stress.

      Business Response

      Date: 11/09/2022

      Veterans United Management has been in contact with the consumer and we appreciate them working with us to address their concerns. Appropriate documentation has been provided and our management team is coordinating to finalize their request. Veterans United Management remains available to answer any additional questions or concerns and may be reached directly at ************ * *****
    • Initial Complaint

      Date:10/08/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I sold my home in August. My husband and myself had to move in to my mothers house and we quickly started looking for a new home. I called veterans United and ******* ***** was our guy. He was friendly responsive and really good about getting information to us. We signed a new contract for our home and went through all the motions. We had everything done and we’re awaiting the appraisal. The appraisal came back perfect however, the comparables the underwriter is rejected. We sent in new comparables from advice from other realtors and appraisers. The underwriters rejected them. I got a call 10 days from closing from ******* telling me to find a new loan company. I was devastated. We were packed and ready to go. We had put money down on moving and supplies. This makes no sense and ******** who had been on top of everything, didn’t really seem like he wanted to try anything else. I hope that no other customer has to go through this.We are now scattering to find a new loan company and it looks like I’m going to lose my earnest money.

      Business Response

      Date: 10/21/2022

      Veterans United Management has spoken with the consumer, and
      we regret the experience has not lived up to expectations due to the appraisal
      process. The property the consumer selected is unique and the appraiser was
      unable to find acceptable comparable properties to meet investor requirements. Unique
      properties present unique concerns because appraisers must make extraordinary
      assumptions and larger than usual adjustments to develop an opinion of price. Large
      adjustments and unusual assumptions carry additional risk for both the lender
      and the consumer because there are not similar properties to ensure the
      appraised value is accurate with a high degree of confidence. Veterans United remains
      available to assist the consumer with financing on a different home of their
      choosing or to provide any documentation that may help with their continued
      pursuit to purchase the home by reaching us directly at ************ ** *****

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