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:09/19/2022

  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 paid this company $99 to expedite a military document I need for a VA home loan. Multiple times I emailed them stating which document I needed which, on their website says they could get but they have not helped me. I had already told them that a month prior to me paying for their services I already got on the website they told me to get on and ask for my documents, none of those were what I needed. I have called, and emailed them multiple times and I’ve had different responses every time. One agent told me they had contacted the proper government agency and to wait twenty one business days so that’s what I did. I emailed them again after twenty one days and I finally received a call from them today. Now, they are stating that I did not pay for the full service, and that the only documentation they can get is what is offered on the same website that I got documents from before I payed for their services. I would like to add that through that website which is military connect you can get the documents for free that this company is charging for. They have said that they fulfilled my order and I am not entitled to a refund, when I asked why they state on their website that they can get the paperwork I needed and then not deliver they had no response and said they would look into it. I believe they are a scam company who prey on people that do not know any better, and then wait til after you cannot dispute the charges to get away with it.

  

  Business Response

  Date: 09/23/2022

  Hi, we reviewed all our conversations via email and phone calls and all of which shows that proper expectations have been set. We can only retrieve documents that are made available for you.
  The order we received from you was for the DD214 only. But because you sent us an email about the need for DD256 and Point Statement, we offered our special service called LEAPRR at no additional charge.
  This is Live Electronic Assisted Program for Record Retrieval. Because of your Branch and exit year, your records are online so we will be able to access within hours but you have to be on the call with us.
  Our veteran advocate exercised her due diligence by continuing the walkthrough even after you told her that you've already tried milConnect. This is so we can be sure you've requested all documents available for you online.
  After you sent us the copy of your documents retrieved online, we searched for ways how we can still be of help. We emailed the website and contact details of DFAS where you can try to inquire about your missing points.
  As per the DD256, it's a certificate that is handed to the veteran at time of discharge and only occasionally is there a copy made and put in the OMPF. And we do not guarantee that a DD256 will be in anyone's file as they generally don't make copies for that.
  Again, we can only retrieve documents that are made available for you. We have followed up your request multiple times with USMC and they stated that they are experiencing heavy backlog and your order is still processing. 
  Please let us know how you like to proceed. Thank you!

  Customer Answer

  Date: 09/23/2022

  I have attached a screenshot from them stating they can get you your DD256 online through them. Again, what they have claimed has not been true. They told me they were in contact with the proper government agency and to wait twenty one business days which I have attached on a prior email. If they cannot get the documentation why are they not upfront about it? Why state they can get it on their website? As far as resolving I have already submitted a claim with my bank and have also attached pictures of our conversations. At this point since you can’t get me the documents I need which you have stated you can not get them, I think it would be better to ask for a refund. Your customer service agent told me on the phone that my order was fulfilled, which it wasn’t, and that I could no longer ask for a refund. So to settle this matter since I did not get the service I requested I would like my refund approved, thanks.

  

  Business Response

  Date: 09/27/2022

  Hi! Yes, we can locate and provide copies of existing documents. What we can't do is to create a copy for documents that were not made available for veteran.
  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.

  Customer Answer

  Date: 10/07/2022

  
  
  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:09/14/2022

  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 placed an order to receive a hardcopy of my DD214 form through DD214 Direct, but haven't received anything after a month and a half. I tried to contact them through email, but haven't received any response.

  

  Business Response

  Date: 09/16/2022

  Hi, because of your branch and exit year, your records are online so we will be able to access within hours but you have to be on the call with us. That is called our LEAPRR service. The day you placed the order, we also sent an email invite to do LEAPRR with us. If you do not wish to do the LEAPRR assistance service then we have to wait for the Air National Guard ****** 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 have sent you the LEAPRR invite again. Please let us know how you like to proceed. Thank you!
  

• Initial Complaint

  Date:09/14/2022

  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.

  Aug 16, 2022 I paid $79 to DD214 Direct to recieve my DD214 form quickly. I need a hard copy, not electronic for a disability claim. I'm concerned that this site is a scam. I would like a return of my money so I can order the form on the military website. It is urgent that I get my form for needed benefits. Please help me get a refund from this company.Thank You!receipt #****-8930

  

  Business Response

  Date: 09/16/2022

  Hi, the quick and expedited service is for you to receive the documents electronically at $99.
  Since you preferred to get a hard copy at $79, the request was not tagged as urgent. 
  If only you reach out to us directly, we could have offered our special service at no additional charge. This is 
  Live Electronic Assisted Program for Record Retrieval. Your records are online so we will be able to access 
  within hours but you have to be on the call with us. That is called our LEAPRR service. 
  We will send the LEAPRR invite to you. 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. Please let us know how you like to proceed. Thank you!

  Customer Answer

  Date: 09/17/2022

  
  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:09/08/2022

  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.

  To whom it may concern:I am unfortunately contacting you again to express my disappointment with the turnaround time for receiving my DD214. Sadly, I was able to get a quicker turnaround from the US government. At this juncture, I am extremely frustrated with this service. I would like to request you cancel my order and refund my purchase. I had high hopes going into this but I am seriously disappointed. I had told other service members about this company; however, I dont know if I can continue to recommend based on my experience.Thank you,********************************

  

  Business Response

  Date: 09/09/2022

  Hi, because of your Branch and exit year, your records are online so we will be able to access within hours
  but you have to be on the call with us, as our advocate explained. That is called our LEAPRR service.
  If you do not wish to do the LEAPRR assistance service then we have to wait for the US Army 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 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.

• Initial Complaint

  Date:09/06/2022

  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.

  ******** I paid $118.00 for services that have not been rendered. the business i secured the services through is called DD214 Direct. a business used to advocate for veterans seeking a copy of their discharge paperwork.it is now ******** at **** hours and i have yet to receive the services I have requested.the business has informed me on multiple occasions that the **** is the slowest branch at retrieving this documentation and has offered no help in expediting this process.my order reference number is #OL-95091-191028

  

  Business Response

  Date: 09/09/2022

  Hello. We are very sorry for the long wait. We have followed up your request multiple times with USMC and they stated that they are experiencing heavy backlog and your order is still processing. We have also assisted you in obtaining your document online through our Live Electronic Assisted Program for Record Retrieval to get your document faster, unfortunately, we encountered an error that prevented us from accessing your account. Per our last conversation, you will call back once you have gained access. Please let us know how you like to proceed. Thank you!

• Initial Complaint

  Date:08/30/2022

  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 a copy of my DD-214 a year ago I paid $99 for this. I was supposed to receive a email of the copy which I did. I was also supposed to receive a hard copy, I never received the hard copy I keep getting excuses and excuses. I paid an outrageous amount and I had absolutely horrible service

  

  Business Response

  Date: 08/30/2022

  Sorry for the confusion on the hard copy but today 8/30/2022 is the only record we have of you requesting a hard copy to be mailed to you. And we got it in the mail right away to the address provided. Thank you. 

• Initial Complaint

  Date:08/24/2022

  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 paid for services from DD214Direct. Their agreement was to contact me on a set date and time to expedite my order. That time has come and gone and i have neither received my order, email, or phone call from the company. Money was paid and my product was never issued.

  

  Business Response

  Date: 08/29/2022

  The refund was issued on 8/26/2022. Thank you

• Initial Complaint

  Date:08/23/2022

  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 needed my DD214 for a job I was getting. I found DD214direct for "quick" action on 6/28/22. They first make it sound like its quick, which it is not. it is August 23rd and I still have no resolution. I will lose my job Saturday if I cant show them my DD214. DD214 DIrect had told me, after it took more than 2 weeks, that it was 5-6 weeks. We are coming in on 8 weeks and they have stopped responding to my emails. I called today and they give the boiler plate response of "we'll send it when we get it". This appears to be a scam that makes it look like you will get it quickly then they start telling about all the big delays and back ups.......AFTER you pay 99 bucks and dont get a result. I desperately need my DD214 and this company has lied to me twice about estimated times so far.

  

  Business Response

  Date: 08/29/2022

  We are sorry for the confusion on the estimated times given to you, but that is what it is.....an estimate. There is no guarenteed turn around time. Times are different based on the branch served and release date. We fulfilled the order on 8/24/2022 via email. The hard copy is in the mail. Thank you. 

• Initial Complaint

  Date:08/04/2022

  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 used this company to order my DD214. It was $99. I ordered it on May 15th and was given an estimate of 10 working days. It's Aug 4th now and I still have nothing. They blame the government agency for the delay but say I can call and talk to a rep for an hour and my forms will be ready in minutes. Not sure how thats possible if the govt agency is backed up. I just want my form or a refund in full.

  

  Business Response

  Date: 08/08/2022

  Because of your Branch and exit year, your records are online so we will be able to access within hours but You have to be on the call with us, as our advocate explained. That is called our LEAPRR service. If you do not wish to do the LEAPRR assistance service then we have to wait for the US Marines to access them and send to us. That is why we offer the LEAPRR service if your records are online, because it is faster. 

  Please let us know how you would like to proceed. Thank you. 

• Initial Complaint

  Date:07/29/2022

  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 paid $138 on June 9th to receive my archive military records. I saw an ad on their website saying they could send me the records within 5 weeks. I have not received the records. I contacted them and file a complaint and ask for a refund and they kept giving me the run around. I asked to speak to a manager but no one was available.

  

  Business Response

  Date: 08/05/2022

  A refund waiver has been sent to your email. Once signed and returned, we will issue a full refund. Thank you.