Complaints

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.

• Initial Complaint

  Date:09/09/2024

  Type:Order 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 am formally lodging a complaint against VETERANS UNITED regarding our Insurance claim. The process has been fraught with delays and issues, causing significant financial and emotional distress.We requested a reissuance, which was sent in July. **** ****** from your office assured us that next-day delivery would be possible, but this was inaccurate. Additional documents were required, leading to nearly two weeks of delays despite multiple escalated calls.Communication and Resolution Failures:Despite promises of follow-up from a supervisor, we have received no such contact. Our damaged roof has caused worsening conditions in our home. Despite submitting all required documents multiple times, we have not received a draft to start repairs. We were also not informed that only a portion of the check would be issued. The insurance company provided half of the project amount, and now Veterans United is stating they will release only 25% of this, totaling just 12% of the project cost. This is insufficient for our ***** sqft home.Breach of Duty and Financial Harm: Veterans United has provided inaccurate information and failed to follow their policies, causing us significant financial harm and emotional distress. These mishandling breaches their duty under contract and tort law principles, including potential violations of the implied covenant of good faith and fair dealing, as highlighted in Marble *. ******* Bank (583 F.3d 1181, 2009). We seek damages for the delay and mishandling of our claim.Demands for Resolution:Immediate Release of Full Check Amount: We request the immediate release of the full insurance check amount, as the partial release is insufficient for repairs.Compensation for Additional Costs: We seek compensation for additional costs due to delays, including further damage from prolonged exposure and financial strain from the reduced check amount.Detailed Explanation and Rectification

  

  Business Response

  Date: 09/17/2024

  Veterans United Insurance has spoken with the consumer and provided guidance to help them document the additional damage referenced in their complaint. Regarding the concerns with the roof repairs, it is customary for contractors to be paid in installments. While the consumer will need to work directly with their mortgage servicer and chosen contractor to address the roof repairs, we caution all consumers to give careful consideration in choosing a professional, licensed contractor. Additionally, we advised the consumer to contact Veterans United Insurance once repairs are completed and we can assist with any additional communication with their insurance carriers claim adjuster, who will review repairs and final invoices to make final coverage and payment determinations. Veterans United Insurance remains available to provide guidance and answer any questions by contacting us directly at ********************.

  

  Business Response

  Date: 09/17/2024

  Veterans United Insurance has spoken with the consumer and provided guidance to help them document the additional damage referenced in their complaint. Regarding the concerns with the roof repairs, it is customary for contractors to be paid in installments. While the consumer will need to work directly with their mortgage servicer and chosen contractor to address the roof repairs, we caution all consumers to give careful consideration in choosing a professional, licensed contractor. Additionally, we advised the consumer to contact Veterans United Insurance once repairs are completed and we can assist with any additional communication with their insurance carriers claim adjuster, who will review repairs and final invoices to make final coverage and payment determinations. Veterans United Insurance remains available to provide guidance and answer any questions by contacting us directly at ********************.

• Initial Complaint

  Date:08/14/2024

  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.

  While doing property searches, one of the listings asked if we were veterans. We are. Veterans United Realty contact me and assigned a realtor to help sell our home in ********* and look for a new home to relocate back to ************. We need a Greeneville realtor. Real Estate Agent:Name: *************************** Phone: ************* Email: ******************************* They were running a high-pressure campaign on us, 3 different appointments out here at the same time, strangers showing up unannounced day and night, with and without realtor ******. One guy showed up about 6:00 pm and told me they told him he had to have his offer in by 8:00 pm, he departed at 7:00 pm and had 1 hour to submit his offer. I laid down, took a nap, woke up at 11:30 pm, found an email saying we had to read a multi-page legal document containing an offer and have it signed and returned by 6:00 am. We were being pressured to be out of here before we even find a place to move to. Realtor sent us an email stating: "Unfortunately we cannot market this property and not accept offers. I will send over the cancellation shortly." They cancelled us and wanted us to sign the release. Then we realized they put a 60-day clause that says 3%. I asked realtor what that was about and she said if the property sells within 60 days that they are entitled to 3% commission. They refuse to list it, sell it, and dropped us. We cannot sign with another realtor until they are gone.

  Customer Answer

  Date: 08/14/2024

  They cancelled us. They breached the contract. Our pending new realtor here in *********** says she cannot sign with us or help us for 90 days until these people release us. They cancelled us. We signed the release. Now they want to cripple us for 90 days, have us floating dead in the water? Here is the email we got from them:  

  
  **************************;
  From:******************************
  To:*****************
  
  Fri, Aug 9 at 10:08 AM
  
  
  Unfortunately we cannot market this property and not accept offers. 
  
  
  I will send over the cancellation shortly. 
  
  
  
  
  

  Customer Answer

  Date: 08/16/2024

  They were allowing people, buyers, and us, four (4) days from initial contact to make decisions on making an offer, accepting an offer, counter offering, or denying an offer or counteroffer. Everything expired on the 4th day. 

  

  Business Response

  Date: 08/21/2024

  Thank you for sharing your concerns and thank you for your service. My team looked into this matter extensively last week. Veterans United Realty connected ************ with an agent who is a member of our referral network in his area. We operate a referral network, and as such were not a party to the transaction. However, after speaking with the agent, our understanding of the matter is as follows:

  This agent met with ************ and clearly outlined the terms of the listing agreement and discussed the condition of the property with ************. ************ agreed to the terms and signed the listing agreement and was provided a copy. The property was then listed and multiple offers were received including two full price offers and another above listing price. ************ refused these offers. Throughout the period while the home was listed ************ refused to comply with the terms outlined in the listing agreement, including allowing for professional photos, normal marketing strategies including a yard sign and chose to remain present while showings occurred. Ultimately on August 10th the agent terminated the agreement due to the issues outlined above. The property was removed from the *** the same day. 

  It is our belief that this matter is ultimately between the agent and ************. That said, from our perspective it appears the matter is resolved as the listing agreement was terminated. 

  Customer Answer

  Date: 08/21/2024

  Complaint: 22139793
  
  I have reviewed the business' response and am rejecting it because:  
  

  **************************;
  From:******************************
  To:*****************
  
  Fri, Aug 9 at 8:13 PM
  
  
  If the house sells within the next 60 days you owe the brokerage 3% for all the marketing we have done to bring buyers to the house.
  
  

  
  **************************;
  From:******************************
  To:*****************
  
  Fri, Aug 9 at 10:08 AM
  
  
  Unfortunately we cannot market this property and not accept offers. 
  
  
  I will send over the cancellation shortly. 
  
  

  
  
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 08/21/2024

  On Friday, August 9, 2024 at 08:13:06 PM EDT, *************************** <******************************> wrote:
  
  
  
  
  If the house sells within the next 60 days you owe the brokerage 3% for all the marketing we have done to bring buyers to the house.
  
  
  
  
  ?
  On Fri, Aug 9, 2024 at 8:10?PM ***************** <*******************> wrote:
  
  
  What is the 3% about?  
  
  
  On Friday, August 9, 2024 at 08:04:04 PM EDT, *************************** <******************************> wrote:
  
  
  
  
  I sent you the release from my broker to sign earlier today....
  
  
  Please sign this as soon as possible.
  
  
  ?
  
  
  
  

  Customer Answer

  Date: 08/21/2024

  1) They cancelled us, demanded we sign the release,

  2) We signed the release,

  3) They want 3% commission for 60 days.  

  4) Makes no sense. They won't market it, they will not accept offers, but they want 3% commission for 60 days. They won't let us go.

  5) Let us go! 

  Customer Answer

  Date: 08/21/2024

  I named Realtor *************************** as a Plaintiff alongside Veterans United Realty, in my original complaint. You mean to tell me she has not even been put into the loop on this? She is who I am complaining about! This needs to be resolved 2 weeks ago already and you are not even contacting her? Can we please do it now?  

  

  Business Response

  Date: 08/21/2024

  We have been in contact with the agent. As mentioned in the previous response, she provided us with the outline of the events leading to your complaint. 

  If you have further concerns regarding the agent's performance, we'd recommend you reach out to her broker to assist in further resolution. As mentioned, we operate a referral network. This means that an agent can be chosen to be a member of our network but it does not mean that they work for us. Instead they work under the supervision of a broker. You should be able to find her broker's contact information here: **************************************

   

   

  Customer Answer

  Date: 08/22/2024

  Complaint: 22139793
  
  I have reviewed the business' response and am rejecting it because:  Why does not the BBB address Realtor ***************************, ************, *********? That was who we named as the plaintiff/respondent in my original complaint, along with Veterans United Realty. She is in my complaint, the complaint should have been in the hands of BBB ********************************************, or BBB *********, **. First, you should know what corrupt and unfit realtors you are referring veterans to. Had we not been misled by you we would have hired a local realtor from ***********. She says we refused to leave when visitors showed up? Three different appointments showing up at the same time? A dozen people in the house and yard, and more showing up unannounced day and night, without realtors escorting them. And one very rude realtor in particular. We did not complain about that and more, we worked with them. Someone showing up at dusk, says realtor said to just go on out and look around. Who will protect our valuables if we would have been gone? We were never asked to not be here. She never mentioned putting up a sign. Now, once again, can the BBB please go after the one I complained about? The only thing we want is for her to release us like we released her. She cancelled us, demanded we sign a release, we signed the release, but she won't release us. She wants 3% commission if the property sells within 60 days. No showings, no offers, nothing. Just freeze us for 60 days. I have another realtor who would love to help us out but says she cannot touch it until *************************** does her part. *************************** broke the contract. What part of what I have been saying do you folks not understand? Get rid of her 60-day strangle hold on us. She breached the contract. No hard feelings, we just want rid of her. She cut the rope but she is still hanging on.  
  
  **************************;
  From:******************************
  To:*****************
  
  Fri, Aug 9 at 10:08 AM
  
  
  Unfortunately we cannot market this property and not accept offers. 
  
  
  I will send over the cancellation shortly. 
  

• Initial Complaint

  Date:08/12/2024

  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.

  Veterans United Home Loans contacted me multiple times past 11:13.

  

  Business Response

  Date: 08/15/2024

  Hello,

  Thank you for sharing your feedback. I believe our client advocate team has already resolved this issue with you over the phone. In order to close the loop on this complaint I'll outline the resolution discussed with you.

  We received a request from you for realty services at 8:08 pm CST and reached out in response to your request for information at 8:13pm CST. After talking with you, it was determined that it was possible a family member may have submitted the request on your behalf. We offered to add your information to our no contact list so that you would not receive any future communication. If you believed someone else was utilizing your information fraudulently, we suggested you reach out to a credit monitoring program to provide further protections and support. We believe we adequately resolved your concerns to best of our abilities at that time. As discussed, you are welcome to reach back out to our advocate team with any additional questions or needed support. 

  Thank you,

  ****************************;

   

• Initial Complaint

  Date:05/25/2022

  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.

  My name is ***** ****** and I'm a disabled Veteran. My complaint is with Veterans United Realtor, I have expressed with them numerous times I have medical issues. I have been in and out of the er very recently, Ive told them this and told them I'll will probably continue to be in and out and with the crazy market I needed a realtor who understood this and would work with me. Numerous times I would sent realtors listings and these houses would sell before the realtor would even get back to me (I use ****** and these listings can disappear in hours) so I would ask for someone who is willing to help me (I live on a fixed income and can't afford an expensive house, so I feel these realtors didn't bother to help because the commission isn't enough to bother) There were a few inexpensive houses I may have had a chance of buying, but they sold quickly before a response...never once got to view a house. Now after asking for a different realtor 3 times, they're now telling me I'm the difficult one. Yes, I got frustrated enough to use foul language but after explaining to them numerous times that I have a time limit and may end up sick in my car, they continue to be unprofessional and heartless. Now I'm screwed, because I told them to cancel my loan (which funny I got that email canceling my account within minutes of my asking, they can do that quickly but helping a sick vet get a house, nope) I don't know where to go now, I don't know what to do. I'm screwed and I have no help at all, and this will probably lead to nothing as well.

  

  Business Response

  Date: 05/27/2022

  Hello Mr. ******,
  Thank you for sharing your experience with us. I’ve thoroughly reviewed your file and consulted with our team. Our records show that you were initially connected with an agent and were unhappy with her services so we connected you with a new agent. That agent (Toby) has been in communication with you. He did mention that it could be challenging to make contact with you at times, but he was trying. We spoke with him this morning and we’ve ensured he is educated on the expectation that he communicate in a timely manner regarding questions or showings. If you find that he is not meeting your expectations, please let us know.

  One thing I wanted to make sure you understand is that not every property will meet VA loan requirements that are set by the VA. One of the benefits of working with an agent in our network is they have experience closing VA deals and can use that experience to educate their buyers on whether they believe a home is likely to meet those requirements. Notes we have from both agents indicate that a few of the properties you were interested in were unlikely to meet VA requirements. It’s an expectation of our network agents that they have a conversation with you about this. It’s likely they didn’t want to waste your time looking at properties that wouldn’t meet those requirements. As such I would request that if an agent tells you the property will not likely meet VA requirements, but you still want to see the property, please share this with them. I am not a lender, so I’d recommend you consult with a loan officer on what loan types may allow for a property such as this so you are aware of all of your options.

  I would request that moving forward you maintain a civil discourse with our employees, partner lenders and agents. I understand the homebuying process can be frustrating, but we do what we can to make it as smooth as possible. That said, we do expect all parties to engage in civil communication and avoid foul language as all parties deserve that level of respect.  

  If you experience any further issues, or would like to talk about this further, please reach out to me and our realty advocate team by emailing **********************
  We wish you the best of luck and a smooth transition from here on out. Thank you for your service.
  Respectfully,
  ******** ******* Broker, Veterans United Realty

  Customer Answer

  Date: 05/27/2022

  Complaint: ********
  
  I am rejecting this response because: I'm at a complete loss here, do you guys even read my responses, do you choose to just ignore them. I am extremely frustrated and can't comprehend the level of ********* it takes when I've told you guys' numerous times I'll be in and out of the ER and maybe UNREACHABLE do I need to spell it out U.N.R.E.A.C.H.A.B.L.E and I wanted someone who understood this and would be willing to work with me. I've been in and out of the er dealing with throwing up blood almost daily, the nausea is out of control and other stuff I would not like to get into. You guys have driven my frustration to a point its severely effect my health and making things worse. So, when I get a call after I have thrown up blood, and a woman states this is my last chance, and they won't work with me again because I'M THE ONE being difficult. You expect me to be happy and cheerful, when you guys have been EXTREMELY DISRESPECTFUL and downright heartless.....
  
  I've been at the ******* hospital numerous times recently and West Haven VA for an endo, and can GLADY show proof, right now I'm very nervously waiting on a biopsy. All I wanted was a small house so I can be sick safely in my own bathroom, but instead I have to deal with ppl who want a better commission. The fact is your website says Veterans United and I'm starting to think a good way to resolve this, that would satisfy me, is if you guy changed your name and I don't care what it is, just as long it doesn't falsely imply you help veterans. Also, any manager who authorized this behavior should be terminated immediately.
  My issue wasn't if the house would be VA approved or not, I sent them a few listings and they would sell before I got a response, never got to view a house. I am not going to waste time with someone after the first couple ones wasted my time and chances of getting a house, I don't have the luxury of time when they sell out in hours.  I feel my meager asking price wasn't worth the trouble, so even though I stated numerous times I would be unreachable and need someone fighting for me and rdy to help get a house, but instead you guys say since we cant reach you, we wont help you.
  Here is what I asked verbally the few times I spoke with someone, I also texted you guys' similar things 1) Don't email me (I was afraid I wouldn't have access to email at the hospital but would check here and there) so text or call only. 2) I am going to be U.N.R.E.A.C.H.A.B.L.E at times so plz look for either a 150k house 30 minutes from Marlborough 1-2 bedrooms..and after a few weeks I added 300k mutli family as another option. I have a non-veterans realtor who would send me listings everyday and the ones I liked I would forward when I could, every house sold before a response from them. I live on a fixed income due being disabled and wanted to use the discount for using a veterans united realtor. So I couldn't use her. Never once got a viewing, I wanted my kids to be included in looking for houses but I stopped because they kept getting upset because they sold before I got response.
  
  Lastly, if I end up living up in my car.....I can kiss seeing my kids goodbye, so thank you for being sweet and caring humans. Your compassion warms my heart........thank you. 
  

  not sincerely,

  
  ***** ******
  

  I have a lot......A LOT of time on my hands, if you guys want to fight. I literally have NOTHING to lose at this point. So either I get a response I like or I fight till I get a cease and desist. Other.....agencies have been contacted as well