I was not happy with the communicating the process of the of the refi. I felt unsure of the next steps and the timing of the process at several times during the refi process. Particularly the loan consultant overseeing the process did not know and explain key dates and timelines that I asked in advance. She was to get back to me and I had to call back several times due to not getting timely call backs and updates.
The Veterans United team was exactly that, a team. They worked and communicated with each other effectively, quickly and always clear and concise when answering my questions. They provided and explained the information I asked for quickly and thoroughly. Their service went above and beyond, and far exceeded my expectations.
This was a different experience-this time around. We've purchased with VU, and refinanced 2 times previous. We've also attended workshops and spoke at one. The experience this time around was "a team". That's a good concept- however, like basketball, one wants to know which member of the team has our ball at what time- otherwise, it feels like "we're playing 'hot potato'". In other words, we did not feel that we were sequentially (with time line) "taken care of" in a stress alleviating manner. Also, this time around experience was much more done-actually, pretty much all done on computer- which added to what we are writing about above. At times that was expedient and worked well- at other times- too impersonal. Pretty much would suggest a week by week check-in by "the team"/or the specific team member. Suggest- "my primary role with you is now done. . .I'll be passing you on to ----, for the next week or so, and they'll be working with you on ____"Not so "swirly". Don't get us wrong, everybody was nice. ..however a little more "team"/client communication is what we feel is needed. Especially being neighbor island people. We've constantly recommended VU to our Veteran friends and acquaintances. Now we will just explain it's a bit more "Millennial focused". Glad we are computer savvy! These are the reasons for a 6. We are comparing to our previous experiences with VU- did not get the same "warm, fuzzies" as all the other expereriences previous. We went with VU because we trust from the past experiences and had great! experiences. ..this time we "got through it". One really important note- we were used to VU using our names according to our driver's licenses or asking us how we wanted our names to appear. So, we were thrown off when it came time to sign the mortgage papers. We teased each other- "who's that?". Sounds little, but with all those papers to sign- it's a simple question from the start- and was what was asked of us in previous VU experiences.
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