Complaints

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

close

Find a Location

DD214 Direct has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/03/2023

  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 filed and paid to obtain a DD214 for my late father. I was told all I needed was DOB, SS#, and Desth certificate. I paid extra to obtain all service records, metals if any given, and pictures if any taken during service. I submitted info requested. I was contacted stating the needed more info and sent me a form to fill out what I could as no one alive to give answers and info needed was before 2yrs before I was born in ****, turned it back in. Then they contacted me asking if I had any service records, metal or pictures that were taken that they couldn't find any record at all. I complained that I paid extra for items they were now asking if I had to find my father's service record and requested a refund and told I had 24 hrs to request a refund when it took longer than 24h initially for 1st search. I feel they are fraud and obtaining dead veterans info for nefarious means.

  

  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 resubmitted the request with the additional information you provided to us.
  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

  You have been saying that and I am not interested in anymore lies and false attempts. You told me you needed just a few items of information on my father, sold me on obtaining his entire service record, pictures if any taken and medals if any given.  Then turn around and ask me for just those exact items to assist you in your search. You are fraud!!

  The people at the Veterans Administration area aware you and your false claims to obtain DD214's. Using a Government computer they were unable to just access your website as a citizen - it is blocked, So tell me again how you are working with them to help veterans and families of veterans!!

   

  

  Business Response

  Date: 03/16/2023

  ***********************,
  
  We are a legitimate veteran-owned company.
  Please be advised that the full refund amounting to $138 has already been processed. A separate email has been sent to confirm the refund. Kindly advise upon receipt.
  
  Thank you.

• Initial Complaint

  Date:03/02/2023

  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.

  I placed my order for dd214 and supporting documents of my service while in USMC. I payed $138 on 12/17/2022 to this date I still have not received anything other than excuses from company. When I emailed asking for reimbursement they assured me it was just taking a while. Last week when I said I would report to BBB they didnt respond

  

  Business Response

  Date: 03/03/2023

  Dear ***************************,
  
  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 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: 03/03/2023

  this is a generic response that I keep getting.it should not take 3 months to receive documents that I paid extra to expedite 

  

  Business Response

  Date: 03/11/2023

  ***************************,
  
  We're just waiting for the result of the retrieval 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:02/20/2023

  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.

  On 29 April 2021 I used DD214 Direct to get a copy of my DD214. Yes, almost TWO Years Ago. To this date nothing has been provided. Last update from DD214 Direct was on 04 April 2022 stating the following: It's been a few days since our last update. We are still waiting for the said government agency which owns your records to return them to us. There is no guaranteed turnaround time due to the pandemic. They are currently taking longer to return the records than we had hoped, but there are a variety of reasons that are connected to their current staffing. Were grateful to those who still show up on site. They've just resumed to full working capacity on March 7 and with this, we hope to get better returns as fast as we do before we got hit by this pandemic.I would NOT recommend this company. Total SCAM There is nothing more for you to do at this time. We will email your records as soon as we get them. Thank you for your patience and understanding.

  

  Business Response

  Date: 02/25/2023

  Dear *********************,
  
  We are very sorry for the long wait.
  
  We know this record is important to you and so for us. We will have one of our advocates call you on Monday, February 27 to talk this over with you.
  
  Thank you.

  Customer Answer

  Date: 02/27/2023

   Talked with a rep from DD214 Direct for 20 seconds telling me that they  just submitted my paperwork to the National Guard today. Could ****** understand the person before they hung up on me. This was suppose to have been done over a year ago. I guess when you get the BBB involved, the **** is up and they have to do there job...NOT
  

   

  This company is one of the worst companies I have ever had to deal with. They should be shut down.
  

  

  Business Response

  Date: 03/06/2023

  Dear *********************,
  
  Thank you for giving us the opportunity to explain what transpired to your request from the time you ordered online up to this date. We want to let you know again that we are still working on retrieving your records.
  As soon as we receive them, we will send them to you digitally. And upon receipt of the hard copy, we will mail them to you as well.
  
  
  Thank you!

  Customer Answer

  Date: 03/23/2023

  
  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:02/19/2023

  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.

  Paid them in NOVEMBER 2022 for a emailed form..it is FEB 2023 n still nothing...they r taking advantage of grieving people looking for loved ones record's. Disgraceful.

  

  Business Response

  Date: 02/25/2023

  Dear *********************,
  
  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 the veteran's discharge document. 
  
  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.

• Initial Complaint

  Date:02/06/2023

  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 needed a DD214 for the burial of my mother. They said it would be sent to me in 4 days. This was December 27th 2022. Well they couldn't find the records I paid $138.00 for as they were burned in the military warehouse fire. I kept asking them to cancel transaction. So it's February and no results. I did not get service I paid for. They refused to refund me because they tried. I paid for my mother's military records and didn't get them. So, I expect a full refund as they didn't provide the records I paid for. I was looking on line and happened to run across an article by the Veterans Affairs stating this company scams an extreme amount of customers.

  

  Business Response

  Date: 02/11/2023

  Dear ****** *********************,
  
  We are very sorry for the long wait. We've looked into your order and it shows that we need more information/supporting documents to continue the search for the veteran's records. Based on the letter that we emailed you, NPRC verified that the veteran enlisted in the U.S. Army/Air Force on 12 April ****, with a verified service number. However, they were unable to verify the veteran's date of discharge or character of service. We have already started the process and have put in all our efforts and resources to locate the veteran's records, therefore, a full refund cannot be warranted at this time. But we would be processing the $39 refund. The confirmation email will be sent separately. If you can send us more information and supporting documents, we will continue the search for his discharge documents.
  
  Thank you.

• Initial Complaint

  Date:01/19/2023

  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 wanted to give you the information regarding "DD214 Direct so that others do not fall for the sham/fraudulent company.Please advise all to go directly to vetrecs.archives.gov And NOT to use DD214 Direct.On Dec 26, I contacted DD214 Direct to get the needed documents for military honors for dads service. They charged $99. A DD214 is a form that shows honorary discharge. When I realized they were not going to come through, I went directly to the vetrecs.archives.gov. The archives got me the docs for FREE in 2 days. My father's service was 2 days ago, but DD214 is sending emails saying they "are still working on it" 3.5 weeks after I initially contacted them. Now DD214Direct refuses to refund my money and I am having to contest this with the credit card company.

  

  Business Response

  Date: 01/26/2023

  Dear ***,
  
  We are very sorry for the long wait. We've listened to the conversation you had with our veteran advocate last January 19th and we apologize for the confusion. 
  The advocate you've spoken with can't process the refund on his end that is why he will have to escalate your request to the refunds team. 
  When the concern reached the refunds team, we found out that you've already disputed the payment. Our team, as much as we wanted to process the refund, we can no longer do so for disputed payments.

  
  Thank you.

• Initial Complaint

  Date:01/18/2023

  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.

  On 12/14/2022 I placed an order for my DD-214. I was told that it would take 9 business days, I needed this Item to close on my home and they have never sent me my DD214 VIA email like they said they would. We are still waiting to get my home financed. We allowed for slow processing for the holidays now this is going into a 30 day I called them 3 or more times and requested status and a refund, because they do to false advertisement, They failed to do their job in the timely manner that they had promised. I was told more than 3 times that a supervisor would be in contact to process my request. I have yet to receive a single email or phone call. This company is definitely a scam to get military veterans' money. They should change their name and advertising as of 1/18 i still have not heard back from them.

  

  Business Response

  Date: 01/26/2023

  Dear *****,

  Thank you for reaching back to ** last Jan 24th. 
  Our veteran advocate was able to talk to ***** and we also want to let you know that we are still working on retrieving your records.
  As soon as we receive them, we will send them to you digitally. And upon receipt of the hard copy, we will mail them to you as well.

  
  Thank you!

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/02/2022 I placed an order for my DD-214. I was told that it would take 10 business days, I needed this Item to close on my home and they have never sent me my DD214 VIA email like they said they would. I wound up having to drive 9 hours to ******** ******** myself and get my DD214 from the National Records archive, because I needed my DD214 in order to get my home financed. I called them 3 times and requested a refund, because I did their job for them, because they failed to do their job in the timely manner that they had promised. I was told 3 times that a supervisor would be in contact to process my request. I have yet to receive a single email or phone call. This company is definitely doing their part in adding to the homeless veteran population.

  

  Business Response

  Date: 12/29/2022

  Hi, we are very sorry for the long wait. We've looked into your order and it shows that we received your documents same day you requested for refund. 
  These documents are ready for sending. 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:12/19/2022

  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 ordered my records from DD214 6 months ago. They took my $99 and I received nothing. Now they stopped responding to my emails. This company has a history of fraud complaints and they need to be investigated.

  

  Business Response

  Date: 12/23/2022

  Dear *********************, 

  Good day!
  
  We have been responding to your emails but it appears like you have not received them. We are very sorry for the long wait. We've looked into your order and it shows that its still processing. We're just waiting for the result of the retrieval 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: 12/23/2022

  
  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:12/08/2022

  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 deceased fathers DD214 for $99 for a digital Express delivery so he could have his Military Honors at his funeral that was Dec 4th and I ordered it Nov 30. Yet to have received it and my father's service *** past.I was told 4 business days at the most.It has been 6 days and I want a refund no need for his DD214.

  

  Business Response

  Date: 12/15/2022

  Dear *******, we have sent you the refund waiver link to sign. Once we receive the signed waiver, we will issue a full refund. Thank you.