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:09/24/2024

  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 hired and paid DD214 Direct on May 14th, 2024 to obtain my DD214 for me. The only communication I have received since then has been the automated email they sent and in response to my asking where the document is. After more than four months with no results and no communication I want to make sure nobody else uses this lack of service.

  

  Business Response

  Date: 09/25/2024

  We submitted your request to the appropriate government agency that holds your records as soon as we received your order.
   
  While we strive to provide expedited services within the communicated time frames, certain delays can occur due to factors beyond our control, such as processing times at government agencies. The *************** has reported a significant backlog of documents and informed us that there is no guaranteed turnaround time at this moment. While we facilitate the request process, DD214 Direct has no control over the governments retrieval procedures and timelines.

  We apologize for not being able to answer your call due to the high volume of calls we receive. We did however, send you an email regarding the update on your order.
   
  DD214 Direct takes pride in having helped over ******* veterans and their families obtain their discharge documents and get access to the benefits they deserve. The trust of this extensive community of veterans and their families is a clear testament about the quality and legitimacy of the services that we provide.
   
  We have made another follow today with the ************** about your request and we'll get your documents as soon as we hear back from the ***************
   
  We know it's been a very long wait and we do apologize. Your request has not been lost; we are still doing our best to have these documents sent to you as fast as we can. Allow us a little more time as we haven't stopped the process for our request and we are still monitoring your request daily.
   

  Customer Answer

  Date: 09/25/2024

  There is no proof that this company does anything. They don't provide you with any communication or updates. They just take your money, claim they submit your information and then blame the government. If they provided any proof or communication I would believe them. Instead, they deflect and deny.

  

  Business Response

  Date: 09/26/2024

  We understand the importance of this document and the urgency of your request. DD214 Direct has assisted over ******* veterans and their families in obtaining discharge documents and accessing the benefits they deserve. The trust of this extensive community is a clear testament to the quality and legitimacy of our services.
  
  Upon receiving your order, we evaluated, processed, and submitted your request to the appropriate government agency. Unfortunately, the records you need are held by the *************** currently experiencing a significant backlog, and they have not provided an expected time frame for completion. In this case, the delay is due to the agency's processing times. Please rest assured that we have been persistently following up with them and navigating their processes to obtain a response.
  
  While most of our record requests from the over 75 government agencies we work with are completed within 1-10 days, exceptions existparticularly with the ***************, which has inconsistent and prolonged turnaround times. 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 processing times. The agency in question has reported a significant backlog and informed us that there is no guaranteed turnaround time.
  
  Please note that DD214 Direct has no control over the government's process and timeline for document retrieval. Our service includes identifying the correct government agency holding the veteran's records, reviewing the request for omissions and errors, communicating with the agency, and managing any necessary escalations.
  
  I have checked the status of your request, and a follow-up was made yesterday. We are currently awaiting their response and will notify you immediately once we receive any updates.
  
  

  Customer Answer

  Date: 09/27/2024

  Here is an idea for you. Provide regular updates when it takes longer than expected. A monthly email with any status would go a long way to show you arent a scam. Any proof whatsoever. Your customer service is a joke.

• Initial Complaint

  Date:08/29/2024

  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 contacted a Company named DD214 on Aug 28, 2024 which claims to be able to retrieve official Veteran documents from the government and provide copies to veterans. They charged me $99.00 and failed to deliver the document I requested. They sent copies of other documents I did not request. After contacting this company they claimed that the **** says I that I had no active service and therefore no record can be supplied. This allegation is blatantly false as I served for 10 years in the Navy and I already have a copy of my DD214 but was requesting a new copy as the quality of the copy I have is poor and I wanted a better copy for use in getting Veteran Benefits.Absent getting the document I requested, I asked for a full refund. The company's reponse was to send them more money and they will "try again". This I refuse to do, but simply get my money back.

  

  Business Response

  Date: 09/04/2024

  ******,

  We understand your frustration and concern. DD214 Direct provides an offline service to assist clients in submitting records requests to the appropriate government agencies. Please note that we do not sell documents and cannot guarantee that these agencies will fulfill the requested records. While we facilitate the request process, DD214 Direct has no control over the governments retrieval procedures, timelines, or the quality of the documents the government provides.
  
  We have submitted your request to the appropriate government agency and retrieved the records currently on file. We understand that you received a DD214 upon discharge; however, the documents we obtained reflect only what the government presently has in your file.
  
  Please take into account our refund policy which is, You may request a refund within 24 hours of your purchase for any reason and receive one, unless we already delivered your documents.
  
  While we cannot guarantee a better copy of your DD214, as a courtesy, we will resubmit your request to try and obtain your ***************** Personnel File (OMPF), which should contain all your military service records.

  Customer Answer

  Date: 09/08/2024

  The response I received was simply a repeat of their original position.  The bottom line is that I paid $99.00 to this company for a copy of my DD214.  They did not supply that document and they refuse to provide a refund.  They claim to have sent "other" documents that I did not ask for and that this should fulfill their obligation.  That is simply a bogus answer.  They also claim to have a "full refund" policy which requires me to submit a claim within 24 hours of receipt of the requested document.  However I never received the requested document so my claim will not be honored.  

  Do I have any other options available to either get the document I paid for or receive a full refund.

  

  Business Response

  Date: 09/10/2024

  Thank you for reaching out and sharing your concerns. I apologize if the previous communication did not address your issue to your satisfaction.
   
  Id like to clarify our process and address your request directly. We understand that you initially ordered your DD214. While the government agency was not unable to provide the specific document, our team will resubmit your request for other relevant military service records through the ***************** Records Personnel File (OMPF) (201 file) which may contain your administrative record, including service history, duty stations and assignments, training, qualifications, performance, awards and decorations received, administrative remarks and more. Although this additional request was not part of your initial order, we are extending this courtesy to you as Veteran Advocates to ensure you receive all available military records.
   
  Regarding our refund policy, we do indeed offer a full refund if requested within 24 hours of your purchase. However, since the DD214 was not available in this instance, I understand your frustration. I'd like to see how we can best address your situation to provide a satisfactory resolution by resubmitting your request and our team has started the process of obtaining your ***************** Records Personnel File (OMPF) (201 file).

  Thank you!
  

  Customer Answer

  Date: 09/12/2024

  I have no need for the "other" documents that the Company is offering.  As such, their offer to provide them ignores the central issue.  I paid $99.00  for a copy of my DD214.  The company states that they provide a refund if my request is not fulfilled.  I am requesting that refund be provided.  This seems like a straight forward request that complies with standard business practices.  I fail to understand why my refund cannot be provided in an expeditious manner. 

• Initial Complaint

  Date:08/15/2024

  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.

  This company is charging veterans for military paperwork claiming to obtain them earlier when that is an outright lie. The company just uses the free service provided by the government and charges unsuspecting veterans for a free government service.

  

  Business Response

  Date: 08/16/2024

  While you can request your records for free, DD214 Direct offers a faster, hassle-free experience, free from the usual frustrations that veterans experience when retrieving their documents by themselves. Our services include identifying the correct agency, reviewing your request for accuracy, and handling any necessary escalations.

  Our Veteran Advocates help you obtain your military discharge documents faster and more easily than most can do on their own. We partner with over 75 government agencies to expedite your records, with most documents returned within 10 business days.

   Regarding your refund request, please note our policy: You may request a refund within 24 hours of purchase unless we have already delivered your documents. Refunds will not be issued if a government agency provides written notice that no military service record exists.

  Significant time and effort have already been invested in your case. We began working on your request as soon as you hired us, and weve submitted it to the Navy. While we await their response, please understand that delays may occur due to factors beyond our control, such as government processing times. DD214 Direct has no control over the government's process and timeline for document retrieval.

  Rest assured, we will contact you as soon as we receive it.

• Initial Complaint

  Date:08/05/2024

  Type:Delivery 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.

  In February I placed an order for my discharge papers. A couple weeks later I called asking about my status and they said it had been forwarded to the ***** A month after that I called and was told there was no timetable for my purchase since it had been forwarded. I have been repeating this process ever since then.I tried calling at least 5 times over the past week because I just want a refund. Every time I have called to speak to customer service it goes on hold for about 5 minutes and then says no representatives are available.This is not what I paid for. I paid for a fast delivery of these documents and have not received them yet. I did not want to get the BBB involved and am only using this as a last resort. Thank you for your time.***********************

  

  Business Response

  Date: 08/05/2024

  Hello ******!

  We submitted your request to the appropriate government agency that holds your records as soon as we received your order.
  

  While we strive to provide expedited services within the communicated time frames, certain delays can occur due to factors beyond our control, such as processing times at government agencies. Unfortunately, the US ************ has reported a significant backlog of documents and informed us that there is no guaranteed turnaround time at this moment.
   
  Our customer support is available on weekdays from 8am to 6pm MST. When a client leaves a message outside these hours, we return their calls as part of our company practice. According to our records, we did not receive any call from you, except for the one you placed after filing this complaint. We apologize for not being able to answer your call due to the high volume of calls we receive. We also offer an option for callers to leave a message or send us an email, but unfortunately, we did not receive a voicemail or an email from you.
   
  However, when we received your message today requesting a refund, a Refund Waiver was promptly sent to you, and the refund was processed today (2024-08-05) at 10:45 am, upon receiving the signed document.
   
  DD214 Direct takes pride in having helped over ******* veterans and their families obtain their discharge documents and access 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:07/19/2024

  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.

  Never got my DD214

  

  Business Response

  Date: 07/22/2024

  We understand the importance of your DD214 and the urgency of your request. We began processing your order the day you hired us and submitted your request to the appropriate government agency on July 15, 2024.
   
  The government agency responded on July 19, 2024. According to our records, we fulfilled your order and sent the requested documents by email on the same day. Our records also show that you successfully downloaded your DD214 on July 19, 2024, at 17:05:54.
   
  Please note that our service was completed within 5 days of your initial order.
   
  If you are experiencing any difficulties downloading the file, please contact us at ******************************** and we will re-send the documents immediately.

• Initial Complaint

  Date:07/08/2024

  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 paid for expedited services to get my deceased mothers DD214 need for an event. This business has only answered emails & keep asking for time. It was thought this group could get it in a few weeks. It has been since March 8, 2024, and still no DD214. I already received the Dd214 through the government website. I asked for a refund. They say they need more time. I found previous reviews of this company and they are not good reviews. Other people have had same issues

  

  Business Response

  Date: 07/12/2024

  *****,

  We understand the importance of this document and the urgency of your request.

  We began processing your request the day you hired us. Unfortunately, in this case, the delay is due to the agency handling the request. We have been persistently following up with them and navigating their processes to get a response. 

  We strive to provide expedited services within the time frames communicated to our clients. However, certain delays can occur due to factors beyond our control, such as processing times at government agencies. 

  DD214 Direct has no control over the government's process and timeline for document retrieval. Our service includes identifying the proper government agency that holds the veteran's records, reviewing the request for omissions and errors, communicating with the government agency, and managing any necessary escalations. 

  We checked the status of your request and it says it was sent to us on 7/8/24. We anticipate a response via mail soon. 

  As for your request for a refund, a refund is not warranted due to our refund policy. The fee paid covers the effort put into starting the request, fulfilling our service, and maintaining ongoing communication with you.
  

  
  

  Customer Answer

  Date: 07/15/2024

  we already received my mothers DD 214 from the government so the excuse that the gov ****** is the hold up is in acceptable. I want a refund. It was advertised that I would get the DD214 within a few weeks if I paid the full amount for expedited services. I want a refund.

  

  Business Response

  Date: 07/19/2024

  We followed up with the National Personnel ************** last Tuesday, and they acknowledged the delay. While you have successfully obtained your mother's DD214, delays in document retrieval from the National Personnel ************** can occur when duplicate requests, apart from ours, are submitted and received by the agency. Unfortunately, the duplicate request could have triggered the delay of our retrieval.
  
  As you are aware, we have been persistently following up with them and navigating their processes to expedite a response. The delay is due to the agency handling your request, and unfortunately, delays can occur due to factors beyond our control, such as duplicate or multiple requests from government agencies or additional documentation they require in locating the veteran's discharge documents. 
  
  Regarding your request for a refund, our policy states that refunds are not warranted once we have begun processing the request. The fee covers the effort put into initiating the request, fulfilling our service, and maintaining ongoing communication with you.

• Initial Complaint

  Date:04/25/2024

  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 purchased their services back in February and I have only received a generic automated email back from them. Right after my purchase I cancelled my ************ have yet to refund me my money. I have contested it with my credit card company to which DD214 responded to and somehow claims they have not received any cancellation request from me. I sent another email recently and have not received any communication whatsoever. The companies claims to fast and convenient copies of your DD214 are misleading and false. I have seen some of their responses of we can only submit the paperwork and its up to the government agency on how quickly they can provide your paperwork. If thats the case they need to stop pretending that they can expedite anything if they are truly unable to do anything other then submit the request.

  

  Business Response

  Date: 04/30/2024

  Ean,

  After reviewing your case, we do not have a cancellation request on record following your order placement. Had a refund been requested prior to the dispute of your payment, we would have promptly processed it. However, due to the payment dispute, we are unable to issue a refund at this time.

  Regarding the delay in obtaining your records from the government agency, we want to assure you that we take every measure to expedite the process. However, it is important to note that certain agencies, including the one handling your records, are experiencing significant backlogs, leading to unpredictable turnaround times. 

  While the majority of our requests are fulfilled within 1-10 days from various government agencies, this particular one operates with inconsistent and often lengthy processing periods.
  Because of this delay, our clients with records there can choose to wait for the government agency's response or consider the alternative options we extend: (1) a resubmission to the agency if the purpose of the request has changed to one that is considered as priority status, (2) a refund upon request or (3) a live phone-guided assistance for a faster retrieval of your records from an online database.

  However, please be advised that our service was halted when you filed a dispute with your credit card company. Our connection with you has concluded, we cannot issue a refund at this time.
  

  
  

• Initial Complaint

  Date:04/22/2024

  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.

  March28, 2024 was told to use DD-214 Direct to get my service DD-214 for veteran benefits. Filled out the required information and paid $79.00. Got told 10 -14 days to receive my DD-214. Haven't received it as of 4/22/2024. Called them direct now its ananswering machine to leave my name, phone number and email address and we will get back to you.

  

  Business Response

  Date: 04/26/2024

  *****, 

  Upon receiving your order, our team immediately began processing your request, reviewed your file for omissions and errors, identified the proper government agency which has your documents and submitted completed paperwork through proper priority channels.

  The agency we submitted your request to has a backlog. We expect your record soon. We do not control government response times. However, based on our data, we expect your documents on or about May 7th, 2024 to May 15, 2024. If we do not receive them in this timeframe, we will contact the government agency on your behalf.

  There is no faster way to get your records than DD214 Direct. We have successfully served more than ******* veterans. There is nothing more for you to do at this time.

• Initial Complaint

  Date:04/10/2024

  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 was in a tight spot trying to obtain my DD214. I reached out to this company out of desperation in hopes they were legit and going to get my DD214 copy. I have called and cannot get a human on the phone. I have emailed and not been replied to or updated. I was told they made a request but no proof was provided to me. It has been over 2 weeks and these people have yet to procure my DD214 or say anything else to me. How dare you take advantage of veterans. I want this website shut down and my money back.

  

  Business Response

  Date: 04/16/2024

  ********,

  Upon receiving your order, we evaluated, processed, and submitted your request to the appropriate government agency. Unfortunately, your records are held at the government agency that has a significant backlog and cannot provide an expected time frame for when they will be able to complete requests.

  While most of our records requests are fulfilled within 1-10 days from over 75 government agencies we work with, this particular government agency has inconsistent and months-long turnaround times.

  Because of this delay, our clients with records there can choose to wait for the government agency's response or consider the alternative options we extend: (1) a resubmission to the agency if the purpose of the request has changed to one that is considered as priority status, (2) a refund upon request, or (3) a live phone-guided assistance for a faster retrieval of your records from an online database.

  We acknowledge that we could have better communicated these available options to you. Please let us know what option you would like to choose. 

  Customer Answer

  Date: 04/17/2024

  I want a full refund immediately. The case can be closed once appropriate proof has been provided that the refund has been issued. 

  

  Business Response

  Date: 04/17/2024

  ********, 

  Expect a refund waiver in your email shortly. Please sign and return it to us. Upon receipt of the signed waiver, we'll promptly process your refund.

  Thank you.

  Customer Answer

  Date: 04/18/2024

  I signed the waiver and once I see a refund the case can be closed but not until I am fully reimbursed. 

• Initial Complaint

  Date:03/28/2024

  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.

  Order online said $99.00 but they charged me $138 Never received product of the order and when I asked for refund they referred me to another company. Requesting full refund.

  

  Business Response

  Date: 04/02/2024

  *****,

  We submitted your request to the proper government agency that holds your fathers records. The government agency responded within two business days requesting additional information. We furnished this letter to you and informed you of the next steps on the same day. As of today, we have not received the completed questionnaire from you for us to continue with the retrieval process. As our client, you likewise need to supply us with the information and documents needed to process your request. 

  We communicated these to you when you requested a refund. Upon receiving your order, our team identified the appropriate government agency, ensured all requirements were met before submitting the request, reviewed your request for omissions and errors, communicated with the government agency and managed escalations. 

  Upon reviewing your account and transaction history, we've confirmed that you were charged the correct amount of $99.00 for your order. 

  DD214 Direct is proud to have assisted more than ******* veterans and their families in obtaining their discharge documents and accessing the benefits they rightfully deserve. The trust of this extensive community of veterans and their families in obtaining their discharge documents and accessing the benefits they rightfully deserve. The trust of this extensive community of veterans and their families is a clear testament about the quality of the services that we provide.

  Customer Answer

  Date: 04/02/2024

  To whom it may concern,

  It was not next day that you requested information to give the third party vendor.

  I completed your application about my Father same day that I paid you $138.00 

  Why should I complete a third vendor application as you stated that you will be handling the order. 

  I do not agree with completing a whole other application when you could not find my fathers information.

  I am requesting a full refund because disagree with another company to have the same information that I gave you.

  Please refund my money that I am entitled as I do not have what your website stated that I would receive. 

  Thank You!

   

   

   

   

  

  Business Response

  Date: 04/04/2024

  *****,

  DD214 Direct works with over 75 government agencies on our clients behalf. This includes submitting requests to the proper government agencies, communicating with them, and handling any issues that arise.

  The letter we sent you is directly from the government agency, requesting additional information that you did not initially provide. To gather this information, the government agency utilizes a standard questionnaire. We simplified the process of filling out the form for our clients through the link we provided. The questionnaire is intended for the government agency to conduct a further search of your fathers records, not for any third-party vendor or another company. At DD214 Direct, we place utmost importance on our clients data privacy.

  We reiterate that we have correctly charged you the fee of $99 for the services you hired us for. If you can send us evidence that you were charged $138, we would be willing to give you a partial refund.

  We have fully rendered our services to you. The delay in the retrieval process is solely due to your decision not to complete the questionnaire required by the government agency.

  Customer Answer

  Date: 04/11/2024

  This was not mentioned  at all. The other company will ask for additional money. No Thank you, please refund my money.