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:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid the fee to have this company, DD214 Direct, retrieve this militatry document for me. I contacted and paid in October of 2022 and I have still not received my DD214 or a refund. The past 2 emails have gone unanswered. (I send the first in December so I have been patient). This is clearly a scam to prey on veterans.

  

  Business Response

  Date: 04/01/2024

  ****,

  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. This has been consistently communicated in our emails to you. 

  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. Since you requested a refund, we will process it for you.

  
  

  Customer Answer

  Date: 04/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:02/24/2024

  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 and ordered my DD214 military discharge documents through a 3rd party company called DD214Direct online but never received the documents I ordered. I ordered the documents on Nov 8th 2023 and has since then still have not received my order, it has been 4 months! Whenever I follow up with them their reason is that they sent the request through the ************ and it is now on them to get back to me. I have requested a full refund and they have ignored my request. If this company can not fulfill what was ordered in a timely manner then they should not be operating. My next course of action is to take them to court if my refund is not granted.

  

  Business Response

  Date: 03/01/2024

  *********,

  We evaluated, processed, and submitted your request to the appropriate government agency on the same day you hired us. We properly reviewed and submitted your request and we will obtain the records you requested. 

  Unfortunately, you are among the small percentage of our clients whose 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. This has been consistently communicated in our emails to you. 

  We recognize that this government agency has a prolonged turnaround time based on our records of past fulfillments from them, which is why we extend the option of a refund to our clients whose records are held by this agency. We also offer live phone-guided assistance for a faster retrieval of your records from an online database, wherein our trained agents will help you retrieve your personnel file in a 30-minute phone call with you at no additional charge. 

  While we have been diligent in responding to your calls and emails, we acknowledge that we could have better communicated these alternative options to you.

  We will refund you in full.

• Initial Complaint

  Date:01/27/2024

  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.

  DD214 Direct claims they will get your records in one week or less. Its been a month, I have not received the documents requested and all attempts to request status have been ignored. Their phone number is a recording and no one actually answers the phone. This company are is a scam.

  

  Business Response

  Date: 02/02/2024

  *********,

  We submitted your request to the proper government agency that holds your Uncles records. The government agency responded within the next business day requesting for additional information. We immediately furnished this letter to you and informed you of the next steps in the process. When you completed the questionnaire form, we reviewed it for omissions and errors before we forwarded them to the appropriate government agency. As of today, we have not received a response from them.

  Our customer support is available on weekdays from 8am to 10pm EST. When a client leaves a message outside these hours, we return their calls as it is our company practice. From our records, we did not receive any call from you, except from the one you placed after filing this complaint. All your requests for status updates via email have also been answered by our team.

  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.

  Be advised that our service was halted when you filed a dispute with your credit card company. Our connection with you has concluded, and we wish you the best as you navigate this matter on your own.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my deceased husband's records on Apr 5, 2023 so that I could receive his military flag for his legacy. I was aware that his records were destroyed during a family fire. So I researched online and this business stated on their website "Fast and simplethat's our commitment to you!" Since my order date, I have endeavored, beginning 07/20/2023 through 10/2/2023 via emails and phone calls, to follow-up and find out the status of my order. Unfortunately, for phone calls I'm place on hold and/or disconnected. Via e-mail, I receive prior information already sent in prior emails. The ability to "track" is always met with pointing fingers at the ****** when I'm able to get through to a person. This business is NOT your Advocate to provide "Fast and Simple" DD214 documentation. I need a refund!

  

  Business Response

  Date: 01/18/2024

  *******,

  We reviewed, processed, and submitted your request to the proper government agency on the same day you engaged our services. Within two days, we responded to you that the government agency has conducted an extensive search across various record sources, including alternative ones, but no record of your husbands military service was found. Based on what you told us in the questionnaire, we continued working with other government agencies to find your husbands records.

  After we resubmitted the request with the limited information you sent us, the government agency communicated, for the second time, that your husband's records were not found within their center. They redirected our inquiry to the appropriate military service department, which, upon our follow-up, clarified that they received the referral inquiry only on November 14, 2023 and are still processing the request due to extreme circumstances beyond their control and manpower shortages. It is important to note that the delay in forwarding this referral to the appropriate military service department rests with the government agency.

  It is our practice to furnish letters we receive from government agencies regarding client requests and send updates based on what the government agency tells us. This is not an attempt to place blame, but a practice of honesty and transparency here at DD214 Direct.

  The government agencies which should hold the requested records have stated that the records cannot be found. Our error in this situation is not informing you that without the additional information or actual evidence (papers, pictures, or other supporting documents) of the veteran's service, the search had reached its conclusion. We acknowledge that we should have given you a final answer sooner.

  With this, we will process a partial refund for you. Should the government agency furnish us with your husband's discharge document in the future, we will ensure its delivery to you.

  Customer Answer

  Date: 01/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:01/02/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for this service on August 1st 2022. The current date is 01/02/2024 and I have not received my dd214 or a response to any emails.

  

  Business Response

  Date: 01/09/2024

  *******,

  We evaluated, processed, and submitted your request to the appropriate government agency on the same day you hired us. In fact, we sent your request to two separate agencies simultaneously, based on your discharge date, as our experience suggests that your records may be at either location. Within a week, we received an email from one of the government agencies confirming that your records are held in the other location. However, that location has a significant backlog and cannot provide an estimated completion time of requests. Unfortunately, your records are among the small percentage of our clients whose records are held there.

  Our team also offered you, at no additional charge, a live phone-guided assistance for a faster retrieval of your records from an online database, wherein our trained agents will help you retrieve your complete military personnel file in a 30-minute phone call with you. However, as we did not receive your response, we proceeded to await the government's reply to our initial request.

  We would like to clarify that we have addressed the inquiries you submitted via email. Our customer service line remains open to address any further queries from our clients.

  We acknowledge that this government agency has a prolonged turnaround time based on our records of past fulfillments from them, which is why we offer our clients a refund upon request if their records are held there. Since your records are with them, we will process a full refund for you. Unfortunately, due to where your records are located, there is nothing more that you or we can do to get your records faster.

  Customer Answer

  Date: 01/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:12/17/2023

  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.

  They said I would get my dd214 quickly. Haven't heard anything really from them and can't seem to get ahold of anybody. I paid $138 back in April 13, 2023 hoping for results and got nothing. All their emails seem auto generated with no real information. I want my money back and find a more reputable place to obtain my discharge paperwork

  

  Business Response

  Date: 12/22/2023

  *******,

  As our standard process before we submit to the appropriate government agency, we reviewed your request to check if it met their requirements. We found that the signature you submitted was not legible and will most likely be rejected by the government. We informed you of this matter within the same day you engaged our services and we followed up multiple times via email and SMS. After receiving your legible signature, we submitted your request to the proper government agency.

  Unfortunately, you are among the small percentage of our clients whose 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. This has been communicated in our email to you. In addition, our customer service line is open for any clarification from our clients. From our records, we have not received any call from you.

  We assure you that no other firm can get your records any faster than we can. We properly reviewed and submitted your request and we will obtain the records you requested.

  However, we also acknowledge that this government agency has a prolonged turnaround time based on our records of past fulfillments from them. This is why we offer our clients a refund upon request if their records are held at this government agency. Since your records are with them, we will process a full refund for you.

• Initial Complaint

  Date:12/14/2023

  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.

  On 11-16-23 I paid ***** for dd214 to retrieve my Fathers dd214 when I call tem all I get is excuses and told to call again my Mother has Alzheimers and I need the dd214 to claim benefits to get her in a Healthcare facility all I want is what I payed for.

  

  Business Response

  Date: 12/21/2023

  Mark, 

  We processed and submitted your request to the appropriate government agency on the day you hired **. The government agency was unable to locate a record with the original information which is why they asked for more details to conduct a further search. 

  We have resubmitted your request with the additional information you provided. We have followed up with the government agency and they told us that they are still processing your request. We will provide you with any update we receive from them.

  Our customer service line is open for all queries or follow-*** of our clients. From our records, we have answered every call you gave us and our team has explained the process and request status to you clearly in every conversation. 

  Rest assured, there is no faster way to get your DD214. We will notify you as soon as we receive your fathers discharge document.

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/22/23 I paid $99 to get my fathers DD214. They searched ********************* not using my fathers correct name. Dont pay these people any money. You can search ********************* for free. They could not find my fathers records. Maybe if they used his correct name they have better luck. They then sent me a questionnaire with questions that I couldnt answer. I was told to write I dont know and not to leave any boxes blank. Called back and was told I couldnt answer with I dont know . She tried to help me answer questions that I didnt know the answers too. We were guessing and lying to answer the questions. After several questions that I kept saying I dont know to she said, and I quote you should know more about your father . My father had just passed away, and I am trying to get him buried. No remorse at all from this lady. I just want my refund. I am a service connected, disabled veteran that is being taken advantage of by DD214 Direct. Searching ********************* is a free service, and they are taking advantage of my pain and suffering. They advertise in getting DD214 fast. No so. I am now going through the veterans administration to find my father DD 214. These people should be ashamed of themselves.

  

  Business Response

  Date: 12/12/2023

  *****, 

  We reviewed and processed your request on 11/22/2023, the same day you hired us. We identified the proper government agency that holds your father's records and reviewed your request for omissions and errors. After identifying the missing requirements specific to the purpose of your request, we communicated such with you. We submitted your request to the appropriate government agency with the information and documents you supplied to us, including the correct name of your father. 

  Within a week, the government agency sent a response that they were unable to locate any information that would help them verify the veterans military service. They asked for additional information and supporting documents because without any new data, they will not be able to conduct a further search. This is the purpose of the questionnaire we sent you.

  After you completed the questionnaire and submitted supporting documents, it was reviewed again by a dedicated team before we resubmitted the request to the government agency.

  We have received your father's discharge document today and sent them to you via email. We will likewise send a hard copy via mail. 

  Here at DD214 Direct, we hold ourselves to a high standard of customer service and we acknowledge that we fell short of those standards in this instance. Rest assured that we are addressing this matter and implementing measures and training to prevent similar situations in the future.

  We have issued a full refund for the inconvenience you experienced.

  Customer Answer

  Date: 12/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  DD214 Direct does help in getting DD214 faster than NCRP. They understand how important it is to get the records quickly and accurately. They came through for me. I will recommend DD214 Direct to all the veterans and friends I know. I am still waiting on NCRP. Dont need them now because of DD214 Direct. Im thankful for what they have accomplished for me. 
  Thank You
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:12/05/2023

  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.

  Paid to get my fathers DD214. No one calls you back if you leave a message. My dad had 2 Dd214s. I had one of them and after a year sent them a copy. Records were part of a fire. They eventually sent me the copy I sent them, duplicated it and said that this what they have. No refund. No response back to an email I sent them. Staff was not helpful at all.

  

  Business Response

  Date: 12/11/2023

  *****, 

  We processed and submitted your request to the appropriate government agency within the same day you hired us. When you sent us your copy of your fathers discharge document, we submitted it to the government agency as part of the supporting documents for your request. 

  As the government stated in their letter, "The enclosed documents comprise the entire contents of ****************** personnel file; this is all we have on file at this Center." We provided these documents to you. They also stated that they cannot reconstruct your fathers complete personnel and medical records, which is why they issued a Certification of **************** as a substitute for the documents destroyed by the fire.

  Our customer support is available on weekdays from 8am to 10pm EST. We return customer calls on the same day we received it as is our company practice. From our records, we have spoken with you on the phone on multiple occasions. Our customer service personnel have been respectful in all our interactions and explained the process to you clearly.

  DD214 Direct prides itself in its fast service. We recognize that your request took longer than what we find acceptable. For this, we have processed a full refund for you.

• Initial Complaint

  Date:11/13/2023

  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 the service on September 22, and it is currently November 13. I did not receive anything after paying $99 for their fastest email service. I have emailed them and tried to contact them numerous times with no response ever.

  

  Business Response

  Date: 11/17/2023

  ****,

  We evaluated, processed, and submitted your request to the appropriate government agency on the same day you ordered. We sent your request to two separate agencies simultaneously, based on your discharge date, as our experience suggests that your records may be at either location. We maintain regular communication with them on your behalf and on behalf of the other veterans we represent. Today, we received an email from the government agency confirming that your records are held in the other location. This particular government agency has a significant backlog and cannot provide an expected time frame for when they will be able to complete requests. Unfortunately, your records are among the small percentage of our clients whose records are held at this government agency.

  While estimated return for requests is entirely dependent on the government agency and is beyond our control, we acknowledge that this particular government agency has a prolonged turnaround time based on our records of past fulfillments from them.

  We apologize that our agent did not properly explain the options available for orders involving submissions to this government agency: a refund upon request or a live phone-guided assistance to retrieve your records from an online database. For this, we have issued a full refund for your order. We will reach out to you to offer the second option at no additional cost.