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:11/30/2022

  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.

  November 30, 2022 Case # CM316433-220818 I am simply asking for a refund to my Discover Card in the amount of $99.00 that was paid and received on 8/19/2022 to DD214 Direct.1.On Aug 18, 2022 I submitted a request for my husbands MARINE DD214. 2.On 8/24 we received a link and responded to the link from DD214. This was a form from Veterans Home Access, LLC for additional information. At the top of the form the word MARINE is clearly checked. I understand they want to know other branches of services one was affiliated with, but I only requested records from the MARINE CORP. I have all of my Army paperwork.3.When responding to this link on 8/24 we included a handwritten document outlining as much information as possible to include the induction site, city and state where my husband took his oath.9/20 We received an email from DD214 Direct stating see the attached file for your DD214 request. Well, to our surprise it has nothing to do with the MARINE Corp. The papers we received were Army papers which we already have. 9/23 we resubmitted the exact paperwork for the Marine records that we submitted on 8/24.In between these dates I have repeatedly called the **** number, have asked to speak with Supervisors and owner of the company. On two occasions I have been told that there are no supervisors available, and cant remember the line given for not being able to speak with the owner. I have also been told the Marines are notorious for being slow with their paperwork request, any records prior to **** take a long time to retrieve (however this is never mentioned in the add). They say their calls are recorded so it should not be a problem getting someone to listen to these calls as I have provided dates.11/30 I called one last time on today and asked the young man who answered the phone to please take careful notes as I would be sending this same info to the BBB. I was told, among other things that additional people have been allocated to this request since it was before ****. Then the young man was shocked that someone would tell me no supervisors were available. I told him this happened not one time, but by 2 people from DD214 Direct. Today he offered to send my request to a supervisor and someone would get back with me in ***** hours. Well if they have never gotten back with me I doubt they will within the next ***** hours.After reading the majority of the complaints I am certain my best recourse is to simply get my money back. After all, my husband has made it to 70+ years, maybe we will wait another 70. All of the people making complaints and asking for refunds cannot be wrong.Please kindly refund the $99.00 charged to my Discover card which would save me the hassle of disputing this directly with Discover.******,******* ************************* (wife of ****************** Veteran ************************************ (known as ************************* when serving in the ************

  

  Business Response

  Date: 12/05/2022

  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. 
  
  

• Initial Complaint

  Date:11/16/2022

  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.

  I placed and order and after more than 14 business days decided to search for ************** to acquire my documents. I found that I turned my DD214 into the local VA and was able to obtain a copy there. It has been over 21 days without results from the company. I requested a refund last week and was told that I would be contacted in ***** hours and its over 96 hours later. I have attempted to call with no response back. I would like a refund but can not get a hold of the company now.

  

  Business Response

  Date: 11/17/2022

  Dear ******, we are very sorry for the long wait.
  We have sent you two waivers. You can choose which one to sign. 
  Once we receive the signed waiver, we will issue a full refund. Thank you. 

  Customer Answer

  Date: 11/18/2022

  
  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. I have been refunded.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/14/2022

  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.

  the complaint involves against the the accused promised to send me acopy of my honorable discharge for $99.00. On 07|19|2021 they said they would act on this.the Refrence #CM-245014_210719. i had forgottn about this until early mthis year. icalled them and they said it would come soon. it hasnt. icalled today and they have refused to answer my call.i want my money back.

  

  Business Response

  Date: 11/16/2022

  Dear ***********************,
  
  We are very sorry for the long wait. We have contacted you by phone to let you know that we have your records and we have sent them to your email address on file.
  Please let us know once you receive the documents. Thank you.

• Initial Complaint

  Date:11/08/2022

  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 specifically told ******* at DD214Direct that we already had my father's discharge papers from the **** reserve. What I needed were his discharge papers from the **** NOT the reserves. I mentioned this SEVERAL times, and the person I spoke with said they would note that I was looking for the discharge papers from the US ****, not the reserves on my file. Today, I received my fathers discharge papers from the RESERVES, specifically what I said I DID NOT NEED. When I called just now, I was told that they have no control over what papers are sent to them. So what's the point? Why did I pay $90 for something I already had? If you have no control over what you receive, then WHY DIDN'T THE REPRESENTATIVE SAY THIS IN THE FIRST PLACE? I would not have placed an order with not knowing what I was going to get. I've requested a refund, so we'll see how this goes...

  

  Business Response

  Date: 11/10/2022

  Dear ******, we apologize if you were not advised on all of this information. 
  We have sent you two waivers. You can choose which one to sign. 
  Once we receive the signed waiver, we will issue a full refund. Thank you. 

• Initial Complaint

  Date:10/23/2022

  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 paid for services of supplying a copy of my DD214 on December 1 2021.Reached out Im February 2022 to ask why I had not received this.I was told it was the governments fault and I should have this soon.I have not received any communication on its status since then.I would like what I paid for and if not then this businesses BBB rating should reflect it does not hold ethical business practices.

  

  Business Response

  Date: 10/26/2022

  Dear *********************,
  We are very sorry for the long wait. 
  We have followed up your request multiple times with the US Navy and stated that your order is still processing. 
  We will send the LEAPRR (Live Electronic Assisted Program for Record Retrieval) invite to you. Because of your branch and exit year, your records are most likely uploaded online so we will be able to access within hours but you 
  have to be on the call with us. If you would like to participate in this program at no extra charge, please schedule your appointment so one of our veteran advocates will call and assist you. 
  If you do not wish to do the LEAPRR assistance service then we have to wait for the US Navy to access them and send to us. If LEAPRR or waiting for the documents are no longer the best options for you, I have sent 2 waivers. You can choose which one to sign. 
  Once we receive the signed waiver, we will issue a full refund. Please let us know how you like to proceed. Thank you!

• Initial Complaint

  Date:10/21/2022

  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 dd214 08-09-2022 for 99$. I was given a 24 business day estimate that I would receive these documents. After 24 business days I contacted the company and was given another 24 business day estimate . It is now 10-21-2022. 53 business days later and still do not have my documents . I cant register for my classes in the spring if I do not have this . The company claims its the fastest and easiest way . I understand what an estimate is . Estimates are based on previous knowledge or average . So I cant understand after exceeding 2 estimates I still do not have a resolution . I also have not been given an order number through email or phone . The company has had to look my information up by name and service .

  

  Business Response

  Date: 10/25/2022

  Dear ****************,
  Thank you for reaching out. Because of your branch and exit year, your records are online so we will be able to access within hours to days
  but you have to be on the call with us, as our advocate explained. That is called our LEAPRR (Live Electronic Assisted Program for Record Retrieval) service. As soon as you gain access to your DS Log On account, we can walk you through the website and request for your records.
  If you do not wish to do the LEAPRR assistance service then we have to wait for the **** to access them and send to us.
  That is why we offer the LEAPRR service if your records are online, because it is faster. We will send again your order reference number at *************************** Thank you!

• Initial Complaint

  Date:10/18/2022

  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 9/28/22 I paid $138.00 to get my DD214 and associated records. Just like many other vets have experienced this company doesn't deliver on the promise of a fast service. I filed a request to National Archives and received my DD214 and records in the mail on 10/17/22. I called DD214direct today 10/18/22 to check status and they where still processing. How is it that I can receive my records from a notoriously slow government entity for FREE, and still wait for those same records from a company that claims they are the easiest and fastest. I asked for a refund and they will decide if it is warranted. Complete BS, wish I had read all the complaints filed against this company. Not ****** optimistic about getting refund.

  

  Business Response

  Date: 10/22/2022

  Dear *******, I have issued you a full refund. We are not a scam and to be clear, the request you filed with the National Archives delayed the result of our request for your records. If we knew that you had also placed your own order through ****, we could have provided you with a better picture of why there was a delay in getting the results of our request for your records. **** then has to figure out what request to fulfill and if it will fulfill both. They only process one order at a time. We did receive your documents on October 18th, a day after you received yours. That only shows, if not for the multiple requests submitted for your records, we are indeed offering the easiest and fastest way. Thank you!
  

  Customer Answer

  Date: 10/22/2022

  
  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:10/18/2022

  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 reached out to DD214 Direct on 5 September 2022 in an effort to get a copy of my DD-214 for medical reasons. I talked to their agent asking about the lead time and my urgency. She informed me that she "could see my record and this was a simple request..." and should not take more that ***** business days. She couldn't guarantee that timeline but it shouldn't take much longer than that. I paid $163.00 on 7 September 2022 for an email of my DD214 and a electronic copy of my medical records. I heard nothing from them and called 17 working days later (September 30) and I get the run around saying that everything was fine and I should have my DD214 any day. I expressed my displeasure with the lack of any notification and asked about their "10 working day estimate based upon a view of my records" and informed the agent that I understood delays....but I paid for an expedite and my patience was limited. I told them I expected to hear something soon! On October 7th, I received an email stating "We have not received your discharge documents. We have been in contact with the agency which holds your records and they have asked us to be patient for a short while longer. Sometimes government agencies get backlogged or understaffed. We expect your records any day. Your request is still in process and there is nothing more for you to do at this time."Today I get an email with an attachment of a DD214 of my first reenlistment. It actually shows I was retained by the ************ as a Corporal. That's not what I contracted for! I was released from the military in December 1996....after the Gulf War, experimental medications, burn pits, and Camp ******* Water! I called DD214 Direct upon receipt of the email and asked them what they thought they provided me. They resorted to their "we have more information incoming". I'm tired of waiting for what i contracted for and I've gotten nothing but false statements and deceptive business' practices!

  

  Business Response

  Date: 10/22/2022

  Dear *****,
  Thank you for reaching out. We can only retrieve records that were made available for you.
  If it is not in your records and you feel there should be more DD214 for you, we suggest you reach out to your last commanding officer. 
  There may be a need to create these documents and only they can do it for you. I hope this clarifies everything. Thank you!

  Customer Answer

  Date: 10/24/2022

  A "holding Document" is not a DD214....nor is it a copy of my ***************** File.  I paid for a service and you haven't delivered.  I was on Active Duty from Oct **** till December ****....and you seem to think that the one document you provided is my complete military record?  I even gave you my Social Security Number and you still can't even get my name right.  I talked to one of your "supervisors" about my case and she stated that your still working on my files.   Well I can't wait any longer for your "FASTEST" service. I just spent two days talking to ******************* at ************************* about my apparent lack of records.  In less than 36 hours, they are providing me my complete military record that includes all my military records at no cost...I submitted a SF-180 electronically this morning (24 Oct 2022).  It includes all the DD214's including the one that "separated me from military service."  I paid you $163 to perform that specific service for me, yet I ended up doing it myself.  Why should you be entitled to any money?  You provided me a holding document from ****, trying to portray that as a separation document is insulting!   If you'd like, I can send you files of my conversation with your supervisor and copies of my emails to your company addressing these specific issues.

  

  Business Response

  Date: 10/26/2022

  Dear ***********************,
  The service you have paid for is for us to retrieve all available DD214 and **** ****************** Personnel File) archived by your branch of service. And to submit to your local county for recording all retrieved documents.
  Your order right now is partially fulfilled. We are still waiting for the result of the retrieval from the ***** The documents we emailed and mailed to your are the available records we received from the ****. 
  I have refunded your request for the **** and County Recording. As soon as we receive any DD214s from the ***** we will forward them to you right away. Thank you!

  Customer Answer

  Date: 10/27/2022

  I have had two conversations with ****** a supervisor for DD214 Direct about my contract.  I hired them to get my DD214 for service from **** all the way till ****...when I was discharged from the Marine Corps.  The DD214 was $99, the official filing was $25, and my ***************** record was $39.  You have refunded me $25, and $39, but feel you are entitled to keep the $99 for services performed.  I refute that!  You did absolutely NOTHING.  You are now trying to claim you provided me a DD214......which is part of your scam!   "There are two versions of the ** Form 214, usually referred to simply as "short" or "redacted" or "deleted" (edited), and "long" or "unredacted" or "undeleted" (unedited) copies. The edited, or "short", copy omits a great deal of information, chiefly the Characterization of Service, Reason for Separation, and Authority for Separation. 

  You are trying to claim you provided me a DD214 knowing that I require a long form with my separation data. If I don't get some resolution via the Better Business Bureau, my next discussion will be a request for a full refund of my $99 for fraud with the Navy Federal Credit Union.  I am of the opinion you DID NOT provide a service.

   

• Initial Complaint

  Date:10/06/2022

  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.

  Placed order for my DD-214 on 9/22/2022. I have not received not one confirmation email or any time frame on when I am going to receive my DD214. As a recent veteran who separated 9/13/22 money is tight and this just feels like a scam… I had someone call me 9/23/2022 and guide me to request my documents online on milconnect, which I was already aware of how to do since milconnect is a website we update frequently in the navy….. At this point I just want my money back, I have NOT ONE email from DD-214. They offer no sense of relief of accuracy, you place your order and never hear from them again. I’ve emailed them back after the one phone call I received on 9/23/2022 telling them that didn’t work and never received a response….

  

  Business Response

  Date: 10/12/2022

  Hello,
  First off, we are a legitimate veteran owned company. 
  Secondly, we always send out email confirmation for every successful orders we received. Attached is the screenshot of the order confirmation sent to you on the same day you placed the order online.
  Included in the confirmation email is the link where you can schedule an appointment for a phone-guided call. 
  We believe that you received the email confirmation of your order because you were able to schedule an appointment as shown on the attached screenshot of our phone-guided calendar.
  The veterans may be familiar with milConnect website but not all of them know how to navigate and submit a request for their military records. That is why DD214 Direct offers the online walkthrough to eligible veterans.
  If you knew what to do in milConnect, you could have stopped the phone-guided call with the veteran advocate. Instead, based on your conversation with our veteran advocate last September 23rd, you finished the walkthrough and it was successful.
  After the phone-guided call with the veteran advocate, you sent us a message to which we responded few hours after. We can send to you the supporting documents upon request. It is not true that you never heard from us after you placed the order.
  We will have an advocate call you and talk this over with you. Thank you.

  Customer Answer

  Date: 10/12/2022

  Hello,

   

  First off, you sent that to the wrong email. ********************** would be the correct one. 
  Second, I’ve emailed you guys twice with my information and from that email,  in hopes to get some kind of response or tracking or update at the least. 
  Lastly, instead of being so snarky when you’ve literally taken 100$ from someone who received nothing but a guided phone call into the already accessible milConnect, it would’ve been nice for you to atleast be helpful in informing me how this process even goes, what’s my wait time, how you’re system works, since I never received a confirmation email…... If I let the associate finish “guiding” me through the call it was because 1) I didn’t want to be rude and cut him off mid presentation but mainly because 2) I didn’t know if he was going to add a redirect me to a different website or tell me new information I may not have known about. Again, I’ve been clueless from the moment I gave you guys my money. A very vague and indirect experience, which did not make me feel secure in your legitimacy..

  

  Business Response

  Date: 10/19/2022

  Hi, 
  We have answered all of your correspondence. 
  Our advocate did a LEAPRR (Live Electronic Assisted Program for Record Retrieval) call with you on September 23rd. 
  He was the best person who could have answered all your questions, hesitations and doubts about the service and what you have paid for.
  If you have given us the opportunity to be asked, we would gladly provide all the correct answers.
  He states that "Successful LEAPRR. Client will wait for his docs to be downloaded."
  We retrieved all records that were made available for you in milConnect. Your order has been fulfilled.
  If you think you should have a DD214 on file, you may need to coordinate with your last commanding officer for assistance.

• Initial Complaint

  Date:09/20/2022

  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.

  I ordered my dd214 through DD214 DIRECT. They gave me an estimated 10 working days. It's been just about 6 months. Of course they blame covid but say if I spent 1 hour on the phone with a service rep I can get it within hours. This company stopped replying to emails. At this point I just want a refund. My emails to them have been respectful but they don't reply. Frustrating to say the least. Giving me my refund of $99 is all I want. I ordered the same form from a govt website for free and will have it in a couple days. This company is a scam.

  

  Business Response

  Date: 09/21/2022

  Hello. We are very sorry for the long wait. We have followed up on your request multiple times with USMC and they stated that they are experiencing a heavy backlog and your order is still processing. We are not a scam. We tried to reach out to you several times via email and phone calls to offer another method of retrieving your records but you were unresponsive. Because of your branch and exit year, your records are online so we will be able to access them within hours but you have to be on the call with us. That is called our LEAPRR service. This specialized service is unique to our company. We have sent you the LEAPRR invite again. Please let us know how you like to proceed. Thank you!

  Customer Answer

  Date: 09/25/2022

  Hello. I do not accept. I want a refund. I don't have the capability to sit on the phone with a rep for an hour. I also don't have a computer with ****** chrome which is a requirement. Please just refund my money so I can be done with this inconvenient mess.

  

  Business Response

  Date: 09/27/2022

  We have sent you 2 waivers. You can choose which one to sign. 
  Once we receive the signed waiver, we will issue a full refund. Thank you.