Complaints

This profile includes complaints for DD214 Direct's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DD214 Direct

  Phoenix, AZ 85044-0620

  
• 

  DD214 Direct

  11010 S 51st St Ste 51299 Phoenix, AZ 85044-4311

  

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:06/27/2025

  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 made a purchase with this company almost 2 years ago. Where Ive been told through constant emails that the ************ is backed up and would get in my copy of my DD 214 as soon as possible. This has been the same response of her multiple attempts. Now Im not even able to speak to a person. To attempt to get a refund or the results.

  

  Business Response

  Date: 07/02/2025

  We sincerely regret the delay and inconvenience this client has experienced while waiting for their military records. We understand how important these documents are and remain committed to assisting every customer to the fullest extent possible.

  The client placed an order with us nearly two years ago, and we submitted the request to the ************************** on the same day the order was received. Since then, we have followed up with the appropriate records division multiple times. Unfortunately, we have not received a response to date due to ongoing internal staffing shortages within the ************ a known and not uncommon issue that has affected many similar requests across the country.

  While approximately 85% of our clients receive their records within 10 business days, cases involving the **** are disproportionately impacted by these government-related delays. In light of the extended wait, we proactively offered the client a waiver which gives them the option to pause our follow-up efforts and outlines possible next steps should they wish to discontinue the process.
  

  We remain available and ready to continue advocating on the clients behalf, or to assist with the alternative options outlined in the waiver. Our team remains accessible by email and committed to resolving this matter as quickly and thoroughly as possible.

• Initial Complaint

  Date:05/18/2025

  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.

  On 4/22/2025 I purchased their services to obtain my DDform214 from my ************* On 4/23/2025 I paid an extra $15 to get a hard copy mailed to me because I dont have a printer. They have not sent anything and my emails and phone calls arent responded to.

  

  Business Response

  Date: 05/21/2025

  We understand the importance of receiving military records promptly and sincerely regret any frustration the client has experienced.

  Upon reviewing this case, the client placed an order on April 22, 2025, to retrieve his DD214. Our team successfully obtained the document and delivered it digitally via secure email on May 5, 2025. Our system confirms that the client downloaded the document the same day. Like most of our clients, he received the digital copy first for convenience and immediate access.
  

  On April 23, the client requested an additional mailed hardcopy for a $15 fee. We fulfilled this request and mailed the hardcopy on May 6, 2025. As a courtesy, we sent a second copy on May 8, 2025. The mailing address provided is located outside the ********************** (********, ******), which may account for a delay in postal deliverysomething that is unfortunately beyond our control.

  Additionally, our system confirms there was back-and-forth communication with the client on April 22, April 23, May 7, and May 8. We strive to respond to all clients in a timely and professional manner, and we believe this reflects our commitment to doing so in this case.

  We believe the service has been fulfilled as promised, and we have remained committed to ensuring the client received the physical copy, which was mailed on both May 6 and May 8.

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 05/21/2025

  if it was mailed on 5/6 and 5/8 like theyve claimed I would have received it by now.  I have not received the hard copy!

  

  Business Response

  Date: 05/28/2025

  As stated in our previous response, the hardcopy was mailed twiceon May 6 and again on May 8, 2025to the address provided. While we do not control postal timelines, particularly for deliveries outside the **********************, our records confirm that both mailings were fulfilled in accordance with the clients request.

  To further demonstrate our commitment to resolving this matter, we have refunded the clients $15 mailing feeeven as the hardcopies are still en route. Additionally, the client received the discharge documents digitally via secure email on May 5, 2025, and our system confirms that the file was successfully downloaded on the same day.

  Our goal remains to support veterans reliably and respectfully, and we stand by the services we have provided.

• Initial Complaint

  Date:04/15/2025

  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 hired DD214 direct To attain a copy of my DD214 They refuse to get back to me except for an automated Reply Email. It said express service yet when I call Noone ever answers. When I left a message requesting a refund they sent an email say the voice mail was empty. How convenient! This is a scam and they should be ashamed scamming veterans I am also forwarding this to the state attorney General.

  

  Business Response

  Date: 04/17/2025

  We understand how important it is for veterans to access their military records, and were truly sorry this client feels disappointed with their experience.

  DD214 Direct does not sell, create, or alter military records. We are a private retrieval service that works with the appropriate government agencies to help veterans obtain official documentation quickly and securely.

  Our role is to facilitate the retrieval of discharge documents by submitting requests on behalf of our clients and following up with agencies as needed. While we can expedite our internal processingas reflected in our express servicewe do not control government timelines. The final processing and delivery timeline is determined by the government agency that holds the records.

  Regarding the voicemail concern: our system uses a transcription tool that showed the message left was blank or inaudible. We understand this can be frustrating and want to reassure the client that we do not ignore any legitimate outreach. Our support team is committed to timely, professional service, and were happy to follow up when we receive a valid request.

  While we aim to make this process as simple and fast as possible, about 20% of cases are delayed due to agency backlogs or record condition. However, most documents are retrieved and delivered faster than traditional methods.

  We are proud to support over ******* veterans and families every year. We value transparency, data security, and client care. If this client has not received their documents or needs further help, we invite them to contact us directly at ********************************** so we can assist promptly.

• Initial Complaint

  Date:03/12/2025

  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 contacted DD214 Direct to get my DD214 and any pertinent records that were available. I paid the fee for the extra records and theDD 214 as I needed them ASAP. I did not receive a copy of my DD 214 but a copy of the discharge from the ************** from them. Thinking that this was the newest copy available, I notified them via email that this was not the copy I needed but decided to wait until I received the additional files and check the other available records to see if it was there. I received an email file from them giving me 30 days to access the file. When attempting to open the file my computer stated it was a corrupted file and cannot be opened. I have tried multiple programs and servers to open the file with the same error message received each time. I have attempted to contact the company many times (8X) via email and telephone. I get no email reply and no return of my phone call. I also got a return email from the website saying my email was blocked and not deliverable.I want either a refund of my fee or a hard copy of the files they have sent me as solution to this complaint.

  

  Business Response

  Date: 03/12/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you experienced. We understand how important these documents are, and we are committed to making this right for you.

  After reviewing your case, we confirmed that your documents were delivered as promised. We understand that the initial file was illegible, and we regret any frustration this may have caused. However, we are happy to report that this issue has since been resolved. As of today, you have successfully downloaded a clear and legible copy of your DD214, and weve confirmed via email that you were able to access it without any further issues.

  At DD214 Direct, we strive to provide fast and reliable service, and we appreciate your patience while we worked to resolve this matter. If everything has been resolved to your satisfaction, we hope this helps reflect positively on your overall experience with us.

  We take pride in assisting veterans and their families. We have successfully helped over ******* veterans and families, and their trust speaks to our credibility and commitment.

  If you need any additional assistance or have any further questions, please dont hesitate to reach out. We are always here to help!

• Initial Complaint

  Date:02/26/2025

  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 am trying to get into the military. I was discharged from the Marines and I'm trying to get into the Air Force. I contacted DD214 direct. They charge you $129 for express they give you no other option. When you reach out to them by phone they make you leave a voicemail and never return your call. They do not return your emails. We have been waiting over a month and a half for these documents and nobody will respond to us I think this is a scam and if I can get my money back.

  

  Business Response

  Date: 03/04/2025

  Thank you for reaching out and sharing your concerns. We understand how important your discharge documents are for your reenlistment process, and we sincerely apologize for any frustration caused by the wait time. We want to assure you that we reviewed, processed, and submitted your request for the DD214 on the same day your order was placedJanuary 9, 2025. Your request was promptly sent to the appropriate government agency responsible for retrieving your records.

   Unfortunately, the government agency has reported a significant backlog, which is beyond our control. While approximately 80% of discharge document requests from this agency are returned quickly, turnaround times can vary, and the agency does not provide specific timelines. That said, we are actively monitoring the status of your request, and if your documents are not received within the anticipated timeframe, we will follow up with the agency on your behalf.

  We have proudly helped over ******* veterans obtain their discharge documents, and we remain committed to assisting you through this process. Rest assured, as soon as we receive your discharge documents, we will fulfill your order on the same day.

  Regarding your refund request, we regret to inform you that we are unable to issue a refund. Our refund policy states: "You may request a refund within 24 hours of your purchase for any reason, unless we have already delivered your documents." Since we processed and submitted your request on the same day it was placed, it is outside the eligible refund window.

  We sincerely apologize if you have had difficulty reaching us. Our team is committed to responding to all inquiries, and we encourage you to check your spam or junk folder in case any of our replies were filtered there. If you still need assistance, please dont hesitate to contact me directly at ***********************************************************.

  Thank you for your patience and understanding. We appreciate the opportunity to assist you.

• Initial Complaint

  Date:02/10/2025

  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.

  Filled out information. Did transaction. Then they asked for a death certificate which was impossible to get immediately. No refund and they did nothing. Be aware they use manual with tracking number unknown not even spelled correctly which is fraudulent activity for tracking when nothing was sent.

  

  Business Response

  Date: 02/17/2025

  We understand your concerns and appreciate the opportunity to clarify the situation.

  Ms. ******** ******* submitted a request for the military discharge documents of her father, ****** Douglas ********** Government regulations require proof of death for requests involving deceased veterans. Unfortunately, the necessary proof of death was not provided.

  On December 18, 2024, Ms. ******* provided the funeral homes contact information. That same day, we promptly contacted the funeral home and left a message requesting the required document. When we did not receive a response, we followed up with the funeral home director on December 26 and 27, 2024, and were assured the document would be sent. However, despite multiple attempts, it was never received.

  DD214 Direct has made every effort to facilitate this request, including timely follow-ups with both the client and the funeral home. However, without the Proof of Death, we cannot proceed, as it is a mandatory government requirement beyond our control.

  Regarding your refund request, we regret to inform you that we are unable to issue a refund. Our refund policy states: "You may request a refund within 24 hours of your purchase for any reason, unless we have already delivered your documents."

  At DD214 Direct, we take pride in assisting veterans and their families in accessing their discharge documents and benefits. We have successfully helped over ******* veterans and families, and their trust in our services speaks to our credibility and commitment.

  While we remain ready to complete this request as soon as the required POD is received, our service fee covers facilitation and administrative efforts, including document retrieval, communication, and follow-ups. Delays due to missing client-provided documentation do not qualify for a refund. If you need assistance in obtaining it, we are happy to offer guidance on alternative options.

• Initial Complaint

  Date:02/05/2025

  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 paid $129 to DD214 Direct on 01/16/25, Because they said they could locate my husbands military info Within 10 business days. It has been 18 business days without any info sent to me! I called to ask why and 02/04/26 for a full refund. **** told me they stopped working on it because they didnt receive my questionnaire. But, I sent it to them and received a confirmation email from them! **** Said theres a no-return policy. He lied About Receiving the questionnaire and I want a full refund asap. My husband died and I need the money for for funeral expenses!****** ***** ************

  

  Business Response

  Date: 02/06/2025

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration and confusion.

  We understand the importance of your request, especially given the circumstances of your husbands passing, and we truly regret the delay and any misunderstanding surrounding the questionnaire. We have thoroughly investigated this matter and have confirmed that a refund has been processed for your order. Upon further review, while we have submitted your request to the government agency, the came back to us with with a negative response. The ** informed us that they conducted an extensive search of their records and alternative sources at their center. Unfortunately, they were unable to locate any information that would verify the veteran's military service. They also checked with the ***, but that agency was unable to provide any data confirming the veterans service in the *****************. As a result, the ** has requested additional documents. Without any new information, they will not be able to conduct further searches.

  The ***************** and other government agencies are solely responsible for the search and retrieval of records. At DD214 Direct, we specialize in simplifying the often-complex process of obtaining records. While veterans can request these documents directly from the VA at no cost, the process can be time-consuming and challenging. Our service removes this burden by handling every detail of the records request, from identifying the correct agency to navigating any issues that may arise.

  At DD214 Direct, we take great pride in supporting veterans and their families in accessing discharge documents and benefits. We have proudly assisted over ******* veterans and their families in obtaining their discharge documents and accessing the benefits they deserve. The trust of this extensive community of veterans and their families is a clear testament to the quality and legitimacy of the services we provide.

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising 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 04/25/2021 i paid dd214 direct about 300 to get me an expedited dd214 which is a military document that I needed to get benefits for my husband who was in the military and had just committed suicide, these people had me on lies and every time I wrote to them they came up with something else they needed and also after about a year I wanted a refund and after about 10 emails and their excuses that they will do it"tomorrow " I'm talking about more than 10 times I contacted them thru email and phone and they kept making excuses, well I would like my money back and an extra *************************************************************** out on benefits my children got because I took so long believing they were going to send this document to me, also I have all the emails exchanged between me and them saved if you need them , also in those emails you can see how many times I contacted them and how they always had an excuse, this company is clearly a scam and it's sad because they're scaming military families that are grieving

  

  Business Response

  Date: 11/26/2024

  Thank you for reaching out and for your patience as we worked through your request.
   
  At DD214 Direct, we are committed to delivering expedited services within the time frames we communicate. However, certain delays may occur due to factors beyond our control, particularly processing times at government agencies. The ***************** has informed us of significant backlogs and is unable to provide guaranteed turnaround times.
   
  After reviewing your case, we have located your signed refund waiver, and Im pleased to confirm that the refund for your payment of $163 has been processed. Please accept our sincerest apologies for the delay and any inconvenience this may have caused.
   
  Over the years, DD214 Direct has proudly assisted more than ******* veterans and their families in obtaining the discharge documents they need to access their well-deserved benefits. The trust weve earned from this community is a testament to the quality and integrity of the services we provide.
   
  As a courtesy, weve submitted a follow-up request to the ***************** on your behalf, despite the refund. We are actively monitoring your request and will promptly notify you of any updates or responses.
  Thank you for your understanding. If you have further questions or need additional assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 12/01/2024

  Good morning so I can't accept their resolution because I no longer have the account that they supposedly refunded money to, it's been closed for more than a year so how is that possible and again why didn't they ask how I wanted refund

  

  Business Response

  Date: 12/03/2024

  Our system is designed to process refunds automatically to the original payment method to ensure efficiency. However, we recognize that this approach was not ideal in your situation, and we sincerely regret any confusion or inconvenience this may have caused. This automated process is intended to expedite refunds, which is why an alternative refund method was not initially requested.

  To resolve this, we will issue your refund through an alternative method. I understand you are already in contact with one of our departments to finalize the solution. Please rest assured that we are committed to addressing this promptly and ensuring a satisfactory resolution.

  At DD214 Direct, our goal is to assist veterans like yourself. Having helped over ******* veterans and their families access discharge documents and benefits, we take pride in the trust our community places in us. While certain delays occur due to backlogs at government agenciesparticularly the ******************* remain committed to monitoring the progress of your request and keeping you updated. Once we receive your document, we will promptly send it to you.

  We truly appreciate your understanding and patience as we work to make this right. Should you have any additional questions or need further assistance, please dont hesitate to reach out.

• Initial Complaint

  Date:11/21/2024

  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 order my dd214 on November 1st and have not had a single update. And upon seeing reviews from others who have purchased this "service", I want a full refund of my purchase

  

  Business Response

  Date: 11/25/2024

  We submitted your request to the appropriate government agency holding your records as soon as we received your order. 
  
  At DD214 Direct, we take pride in assisting over ******* veterans and their families in obtaining their discharge documents and accessing the benefits they deserve. This trust reflects the quality and reliability of our services. 
  
  While we aim to provide expedited services within the communicated timeframes, delays can occur due to factors beyond our control, such as government agency processing times. The *************** has reported a significant backlog and has not provided a guaranteed turnaround time. Rest assured, we are actively following up with them to secure updates on your request. 
  
  Most of the requests we handle across over 75 government agencies are completed within 1-10 days. However, the *************** is known for inconsistent and prolonged turnaround times. We appreciate your patience as we navigate these delays. 
  
  Regarding your refund request, we regret to inform you that a refund cannot be issued. As stated in our refund policy: *"You may request a refund within 24 hours of your purchase for any reason, unless we have already delivered your documents. Refunds will not be issued if a government agency provides written notice that no record of military service exists."
  
  No need to worrywe have already submitted a follow-up request to the **** on your behalf. We will promptly notify you of any updates or responses we receive. Thank you for your understanding, and please know we are actively monitoring your request to ensure progress.

• Initial Complaint

  Date:10/23/2024

  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.

  I hired these guys back in august to get me paperwork from the government for a VA disability claim. I was very specific with them that I was struggling to get paperwork in time for the VA. Multiple emails have gone back and forth and I have yet to receive my paperwork period I had asked multiple times for a refund. Even if they give me the paperwork now, it does me absolutely no good, I needed earlier. I'm asking For my money back, as they were unable to provide the service.

  

  Business Response

  Date: 10/25/2024

  Ms. *****,
   
  On August 19, 2024, you placed an order with DD214 Direct to assist in obtaining your military discharge documents. We promptly evaluated and processed your request, submitting it to the appropriate government agency the same day.
  
  On the following day, August 20, 2024, the government agency handling Ms. ******* request referred us to the *************** We promptly communicated this to Ms. ***** and sent her a questionnaire to gather additional information to ensure her request was resubmitted accurately.  On August 22, 2024, we resubmitted your request to the agency. After following up with the agency by phone on September 6, 2024, we were again referred to the **************. You reaffirmed that you had served in the Army Reserves, which did not match the agencys referral. As a result, on September 10, 2024, we resubmitted her request to another agency, **************

  On October 13, 2024, you disputed the transaction, stating the service was not received. We respectfully disagree. DD214 Directs role includes submitting and following up on records requests, though we cannot control the timeline of government agency responses. Our service includes identifying the correct government agency for your records, reviewing for omissions and errors, communicating with agencies, and managing any necessary escalations.
  
  While most of our record requests from the over 75 government agencies we work with are completed within 1-10 days, exceptions exist but we strive to deliver expedited services within the time frames communicated to our clients, but delays can occur due to factors beyond our control, such as government processes and database.
  
  As of October 18, 2024, we have successfully obtained your ***************** Personnel File (OMPF). However, due to the active dispute, we are currently unable to release it. Once the dispute is resolved in our favor, we will promptly forward the documents to you.