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:07/19/2023

  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 was contacted by the Kane County ** recorder's office today, July 19th, 2023, indicating they received a request to record my father's DD214. They advised me that this company takes advantage of veterans and their families. As my father lived in ******** and I live in *******, ** why would this company contact the Kane County ** recorder's office? My father passed on July 4th, 2023, and I requested his DD214 from this company so he could be buried at the VA cemetery in *****, **. I contacted the VA cemetery, and they obtained my father's DD214 and my father was buried on July 10th, 2023. If nothing else, I want other people in this situation to be aware that they can work directly with the VA cemetery and/or funeral director to obtain this document at no cost.

  

  Business Response

  Date: 07/26/2023

  ****-

  You placed an online order with us on 7/06/23 and chose the county and official military personnel file add-ons as part of your order. DD214 Direct received the requested documents in 3 business days and emailed the documents to you.

  On 7/14/23 DD214 Direct mailed the requested documents to the county you reside in, to be recorded. Recordation of documents is a convenience to you, the living next of kin, and it is not proper to record documents where the deceased veteran once lived.

  We did everything correctly and found no errors with our submission process. 

  You placed an order with DD214 Direct to retrieve the requested documents and we have fulfilled that request. 

  As for your refund request, we can offer a refund on the **** add-on however we cannot refund your complete order, since we have provided the requested documents. 

  If you would like a refund on your **** add-on, we will send you a waiver for you to sign and send back to us acknowledging that when we receive the ****, we will not send them to you.
  

  
  

• Initial Complaint

  Date:07/18/2023

  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 ordered my DD214 and point benefits on July 10 for $114.00 and was told I would receive something in 2-3 business days. I emailed and called to find out the status and only received and generic email response. I can not get anyone to talk to me, and now doing some research I see this is not uncommon and actually a pattern with this company.

  

  Business Response

  Date: 07/25/2023

  *****-
  DD214 Direct submitted your request to the agency and have found no errors in the submission. 

  After reviewing your order, we do not see in our system that you called to check the status of your order. We did see that you sent a follow up email regarding the status of your order on 7/17/2023.

  However the email address you used is not the email address we have on file therefore we were unable to locate your order. 

  As of 7/21/2023, DD214 Direct has emailed and mailed your requested documents to you. Your order has been fulfilled.

• Initial Complaint

  Date:06/27/2023

  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 January 11 I sent $99.00 to DD214 Direct to obtain my DD214 from VA and was told it would take about 10 days; it is now June 27th and after more than 5 months, no DD214.I called and ask for a refund and and had to settle for a conventional mortgage because of the delay. I got the runaround saying they would have management look into it. I said it is too late, I don't need the DD214 anymore and since you failed to provide the form in a reasonable time, I expect a refund.

  

  Business Response

  Date: 07/03/2023

  
  On 1/11/23 DD214 Direct submitted the client's request to the appropriate government agency and upon review has found no errors in submission.

  Upon checking the status of the clients request, the agency we submitted the request to said they sent us a response on 5/13/23 however we never received the response. The response stated that they could not locate the record, with a recommendation to pursue through the ***** The delay in retrieving the clients documents is caused by the agency we submitted their request to. 

  However, due to the unforeseen delay from the agency, we will honor your refund request. Please be advised, if you cancel your request now, you will lose your virtual place in line at the agency of record.

  A refund waiver has been sent to you. Once you sign the waiver and send it back to us, we will then begin the refund process. When we receive your documents, they will be destroyed.
   Thank you.
  

  
  

  Customer Answer

  Date: 07/06/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:06/23/2023

  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.

  I tried to obtain my DD214 through this fake advocate on May 12, 2023. I have had zero help from them. The only thing I got was them asking me for more personal information and stress that they are using it for the wrong reasons!!!How dare you make combat veterans go through stress when we are trying to get help!!!!

  

  Business Response

  Date: 06/29/2023

  DD214 Direct has properly handled the client's request. We received a response from one agency stating they do not have the client's records. Part of our service is submitting to multiple locations in order to expedite the process. 
  
  
  We resubmitted as a courtesy based on the additional information supplied by the client. The client's order remains open. We expect a response from the agencies soon. 

• Initial Complaint

  Date:06/23/2023

  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 placed an order for my DD 214. They claim to work directly with government agencies to to retrieve records fast and easy. I was told it would take an estimate of 21 working days. 8 months later I still do not have my documents. I no longer need them and have requested my money back. They refuse to reach out to me or to let me talk to a manager. This company seems to be very clearly a scam! I want my full refund and am now convinced I have been ripped off. I urge all veterans to stay far away from this company as that they are preying on veterans!

  

  Business Response

  Date: 06/29/2023

  DD214 Direct has submitted the client's to the appropriate government agency and upon review has found no errors in submission. The agency we submitted the client's request to has a backlog and does not have an estimated time frame for when they will be able to complete requests. We have honored the client's refund request at this time. 

  

  Business Response

  Date: 06/29/2023

  DD214 Direct has submitted the client's to the appropriate government agency and upon review has found no errors in submission. The agency we submitted the client's request to has a backlog and does not have an estimated time frame for when they will be able to complete requests. We have honored the client's refund request at this time. 

• Initial Complaint

  Date:06/23/2023

  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.

  I ordered my DD214 records using DD214 Directs online service on September 11, 2022 (significant to the nation because of 9/11) (order number OL-******-******). I paid $79.00 for their service. I felt assured this company would assist me in locating and delivering my military documents without hassle and expeditiously. I believed what their website states, By using an expeditor such as DD214 Direct, youll avoid delays and annoyances. And unlike the government, we offer email delivery. Well, since the company has delayed delivery of my documents, I AM ANNOYED. **** got paid!!! Where is my DD214? Its been 9 months since my order and you have not delivered on your word which you stated would just be a few weeks. I tried to contact the company early on, but I could never get through their automated phone system to talk to anybody using the phone number on their site. I used the companys contact information on the BBB website and that phone number worked. They assured me that they were still working on my order and it shouldnt be much longer, AND there is nothing for me to do. I received 6 emails from them and 4 texts in the first couple months, stating they were still working on my order and there is nothing for me to do. You would think that if this business was legit, follow-up to their customer would have happened consistently over the past 9 months (not just the first couple) and some type of explanation would have been communicated to me about my order. DD214Direct hasnt produced my DD214 after getting PAID and after 9 months of waiting, I want a full refund!!!

  

  Business Response

  Date: 06/29/2023

  DD214 Direct has submitted the client's request to the appropriate government agency and upon review has found no errors in submission. The agency we submitted the client's request to has a backlog and does not have an estimated time frame for when they will be able to complete requests. We have sent a refund waiver for the client to sign and return to us. Once we receive the signed waiver, we will refund his service fee. 

• Initial Complaint

  Date:06/19/2023

  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.

  I paid $99. for quick DD214 to be emailed. I provided my military ID# Plus all other documents requested except my ss#. They can not help me, I think it is a scam.

  

  Business Response

  Date: 06/30/2023

  DD214 Direct received a response from the agency stating they are unable to locate the client.
  
  On 6/07/23 the client placed a military document retrieval online without providing complete information. On 6/08/23 DD214 Direct submitted the clients military document retrieval request with the information that was provided to us to the agency. 
  
  On 6/16/************* responded with a negative response stating they could not locate the client with the information he provided and asked that he complete and provide additional documentation.
  
  The client was originally the point of delay by not providing the necessary information and once we received the necessary information, there was a small time delay before resubmission on our end while verifying the information the customer provided. This time delay should not have occurred and we apologize for adding any days to fulfillment delivery. 
  
  We have contacted the client to honor the refund request for the delay if the client chooses not to continue in pursuit of their documents. Otherwise we will continue to process the order for the client as normal.
  
  

• Initial Complaint

  Date:06/15/2023

  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.

  I have filed and paid for my dd214 in OCTOBER 2022, it is now JUNE 2023 and still no dd214. I get the run around when I call them and my emails looking for updates go unanswered. Ive never been so ashamed of a veteran owned business. STAY AWAY

  

  Business Response

  Date: 06/15/2023

  DD214 Direct has submitted your request to the appropriate government agency and upon review has found no errors in submissions. However, due to the unforeseen delay from the agency, we will honor your refund request. This instance would not typically qualify for a refund, however the agency has communicated with ** that they cannot provide a timeframe for when they will be able to fulfill your request. Please be  advised, if you cancel your request now, you will lose your virtual place in line at the agency of record.
  A refund waiver has been sent to you. Once you sign the waiver and send it back to us, we will then begin the refund process. When we receive your documents, they will be destroyed. Thank you.
  
  

• Initial Complaint

  Date:06/14/2023

  Type:Customer Service 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.

  DD214 Direct says they are going to get your documents to you within 10 days after two weeks I called them to ask what the situation was and all they did was give me some pre written line we have contacted the marine corps and will let you know what they give ** an update even though they say we are advocating for you, we are going to get this done fast. I trusted them to get my records back to me for a job and now Im going to be disqualified. These people are taking advantage of veterans. I paid $99 for their services and could have done they same thing myself. DO NOT USE THIS SERVICE! They are not inline waiting for you they people who answer the phone (if youre lucky) arent even interested in having a conversation they just repeat what the automated emails say. I know they dont care and nothing will change but maybe I can save you $99 by reading this review. Honestly these people are scum.

  

  Business Response

  Date: 06/21/2023

  We have been in contact with the client and explained the delay from the agency we sent the client's request to. The client is willing to wait and we have attempted to help him access his records online through the **** LEAPRR process.

  Customer Answer

  Date: 06/22/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:05/05/2023

  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.

  Date of transaction 12/22 ************ is scamming veteran into thinking they can't get their discharge papers. They tell them they need their legal team to get them. This is not true. They also tell you to just be patient when you point this out. I still have no received my papers from them (today 05/05/23). I have received them from my city veterans office. After asking for a refund I was told it's too late. Please don't let these people continue to scam people.

  

  Business Response

  Date: 05/17/2023

  This dispute has been resolved in house. The client was refunded on 5/5/2023.