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:05/04/2023

  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 used this business because they stated they could get my DD 214 faster than others. A quote from their website says "We work directly with archival researchers to obtain your DD-214." This is not true. I was told 10days was the timeframe for getting my document during my first follow up phonecall. That was not true either. It has now been over a month and nothing is being done to follow up. I was told during my second follow up phonecall "we submitted the form and now we are waiting. There is nothing more that we can do." I knew it would be a long wait if I did it myself. That is why I hired them, to work directly with archival researchers. To get it to me faster. I could have filled out the form myself and got the same results. That is not what I paid this company for. I would like a refund so I can hire a different company to fulfill my request. At least two companys state they will go to the building in person and retrieve my document. Every week I'm without my dd214 costs me $225. To be clear, I am not requesting to get reimbursed for that. I only want my $99 refund. I would prefer to have my document. That would be the ideal resolution. Beyond that I'd like my money back.

  

  Business Response

  Date: 05/11/2023

  Upon reviewing your order, there is a note on your account that states our supervisor ******** contacted you on 5/5/23 and there was an agreement on honoring your refund request if you are able to obtain your military discharge document through a different company.  We understand your frustration and we apologize for the delay as we are waiting for the government agency we submitted your request to, to locate your discharge documents. Please call ******** and let her know if you were able to retrieve your documents. Thank you. 

• Initial Complaint

  Date:05/03/2023

  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 still havent received what I paid 130 for on March 26,2023

  

  Business Response

  Date: 05/09/2023

  We apologize for the delay. After reviewing your order, I see that the government agency we sent your request to has no turn around time for fulfilling requests at this time. As of 5/4/2023 we have given you a full refund. Thank you. 

  Customer Answer

  Date: 05/10/2023

  
  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:03/31/2023

  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 a copy of my dd214 on 3/10/23 for the amount of $138 and have yet to receive it. All I got is an automated message saying they are working on it and it appears this company is a scam based on other similar complaints to the BBB. My order reference number for the transaction is OL-******-******. I would like my money refunded.

  

  Business Response

  Date: 04/04/2023

  *********************************,
  
  We are very sorry for the long wait. We've looked into your order and it shows the status is Processing.
  We are sending automated messages to let you know that we are continuously monitoring the retrieval of your DD214. 
  
  There is nothing more for you to do at this time.
  We know this record is important to you and so for **. Instead of emails, we will have one of our advocates monitor this request and keep you in the loop whenever we get feedback until we fulfill this order for you. We will also have one of our advocates call you within the next ***** hours to personally talk this over with you.
  
  Thank you.

  Customer Answer

  Date: 04/04/2023

  I would prefer to cancel this order and request a refund.  This seems to be inadequate service considering most outlets to retrieve DD214 does not take this long, especially after advertising as a quick service.  Seems extremely dishonest business practice to me.

  

  Business Response

  Date: 04/11/2023

  *********************************,
  
  We acknowledge the delay in the retrieval of your records. We are still waiting for a response from the US ************ and they are currently unresponsive to our follow-**** We handled your request correctly and we're sorry that we do not know when we will get your records.
  
  Thank you.

  Customer Answer

  Date: 04/21/2023

  I again request a refund based on your falsely advertised response time to receive my records and furthermore will warn any and all veterans I know, and that includes a lot, never to do business with you.

• Initial Complaint

  Date:03/30/2023

  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.

  January 24, 2023 DD214 Direct I requested a copy of my Dad's dd214. Which I have not received and I was charged $99.00 on my discover card. I would like either the dd214 or a refund. I will be disputing this charge with my credit card as well. I should not take more than two months to obtain a copy. They have his branch of service discharge year, social security number and date of death.

  

  Business Response

  Date: 04/03/2023

  *********************************,
  
  We are very sorry for the long wait. We handled the submission of your request correctly and did the necessary follow-up with the agency. The **** is still processing your request and we are awaiting their response.
  We understand that you would like a refund for the undelivered document but our service is actually to arrange the retrieval of the veteran's records which was done on the same order date. We also found out that you've already disputed the payment. Our team, as much as we wanted to process the refund, can no longer do so for disputed payments.
  
  
  Thank you.

• Initial Complaint

  Date:03/24/2023

  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 have called and emailed several times and get told the same old story. Asked for a refund and they said no. Shame I feel like they are scamming us veterans. Recommend my fellow veterans look elsewhere. The VA is sending me my 214 for FREE.

  

  Business Response

  Date: 03/31/2023

  ***************,
  
  We want to let you know that we are continuously monitoring the retrieval of your DD214. We're just waiting for the result and shall forward it to you as soon as the document is returned to us. We have also sent you the refund waiver link. Let us know how you'd like to proceed. Once we receive the signed waiver, we will issue a full refund.
  
  Thank you.

• Initial Complaint

  Date:03/13/2023

  Type:Product 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.

  Date:07/11/2022 Veterans name: ************************************ Total Amount charge: $ ***** Order Reference Number: # OL-******-****** Delivery *************** Express I reached out to the business a few times via phone to get a disposition and they continue to tell me the same thing even after 8 months, I even paid extra to have my order expedited. The representatives that I have talked with have said that they attempted to get my DD214 from *********************, it wasn't available. Then they contacted the ************ and it's a bag log. I've asked a refund and they stated their company policy won't allow them to because they have already submitted the request to the organizations. As far as I'm concerned they haven't provided the service that I paid for over 8 months ago.

  

  Business Response

  Date: 03/20/2023

  ***************************,
  
  We want to let you know that we are continuously monitoring the retrieval of your DD214. We're just waiting for the result and shall forward it to you as soon as the document is returned to us. We have also sent you the refund waiver link. Let us know how you'd like to proceed. Once we receive the signed waiver, we will issue a full refund.
  
  Thank you.

  Customer Answer

  Date: 03/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund 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. Ive chosen to take the refund and I have signed the refund waiver and submitted today 3/20/2023 now I will wait for the refund. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/10/2023

  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.

  Put in request on 1/11/23 to get dd214 emailed to me. Paid ****** to have it expedited as i was buying a house in 45 days. Today is march 10th 2023 and still have not received an emial of my dd214....I went through another company and they were able to get my dd214 in 24 hours luckily. I have called back and requested my money back and to speak to a manager...They said a manager will call me within 48 hours they did not. I then called back to follow up on this a week later and they tried to tell me that a manager did call.....I feel like i am getting run through hoops because they are unable to process my request in a acceptable amount of time.

  

  Business Response

  Date: 03/16/2023

  ***********************,
  
  We want to let you know that we are continuously monitoring the retrieval of your DD214. We're just waiting for the result and shall forward it to you as soon as the document is returned to us. We have also sent you the refund waiver link. Let us know how you'd like to proceed. Once we receive the signed waiver, we will issue a full refund.
  
  Thank you.

• Initial Complaint

  Date:03/09/2023

  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.

  Paid ***** for my dd214. This was nov 5th 2021. Called every month to check....same answer..waiting on results. This is a scam. Request for refund denied. Almost 18 months...I could have walked to *********** records by now and got it 10 times over. Semper Fi

  

  Business Response

  Date: 03/15/2023

  ***********************,
  
  We want to let you know that we are continuously monitoring the retrieval of your DD214. We're just waiting for the result and shall forward it to you as soon as the document is returned to us. We have also sent you the refund waiver link. Let us know how you'd like to proceed. Once we receive the signed waiver, we will issue a full refund.
  
  Thank you.

• Initial Complaint

  Date:03/04/2023

  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.

  Paid for copy of dd214 have not recieved the **** thing from these f****** crooks and you are not doing a **** thing about it

  

  Business Response

  Date: 03/09/2023

  *******************,
  
  We have sent the refund waiver link to sign on March 1, 2023 to your email *************** Once we receive the signed waiver, we will issue a full refund. We will have one of our advocates call you within the next 24 hours to personally talk this over with you.
  
  Thank you.

• Initial Complaint

  Date:03/03/2023

  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 this company in August of 2021 for my fathers DD214 and full OMPF- I have emailed now for almost 2 years and still no OMPF or refund! All I get is excuses.

  

  Business Response

  Date: 03/09/2023

  ***************************,
  
  We are very sorry for the long wait. We've looked into your order and it shows the status is Processing.
  We want to let you know that we are continuously monitoring the retrieval of your father's complete official military personnel file. 
  
  There is nothing more for you to do at this time.
  We know this record is important to you and so for us. We will have one of our advocates monitor this request and keep you in the loop whenever we get feedback until we fulfill this order for you.
  
  Thank you.

  Customer Answer

  Date: 03/10/2023

  this is the same response for over a year! I want the file I paid for and ordered or a refund!

  

  Business Response

  Date: 03/16/2023

  ***************************,
  
  The refund request for OMPF amounting to $39 has already been endorsed to the refunds team. Please expect another email confirming that the refund has been processed. Kindly advise upon receipt.
  
  Thank you.