Complaints

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:11/17/2024

  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 REE Medical services and agreed to a payment plan (paying over 4 months). There was an issue, and I was charged for 4 consecutive weeks (after the initial payment). This resulted in being charged 5 times, when the contract agreed to 4 payments. I contacted and reported the problem to my individual representative in August, and I was told this had gone to their accounting office. When this issue was not fixed in October, I contacted the finance department, who told me that it was noted in my file that I was overcharged and owed a refund. I still have not received a refund to $770 for the overcharge.

  

  Business Response

  Date: 11/18/2024

  *******, thank you for bringing this to our attention, and we sincerely apologize for the inconvenience caused by this issue. We want to assure you that your refund of $770 was processed on October 30th. Refunds typically take 2-3 weeks to appear in your account.

  
  If you do not see this refund by the end of this week, please dont hesitate to reach out to our team at ****************************** so we can promptly assist you further.

  
  We appreciate your patience and understanding as we work to ensure this matter is fully resolved.

• Initial Complaint

  Date:11/13/2024

  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 August 17th I had the initial consultation with ****** from ree medical. During this initial consultation I was told I aligned with projections to get increases on my disability ratings, and to move forward I would have to pay 2895$. I paid the amount and was told I would be contacted by my coordinator. My coordinator ****** ***** contacted me on August 19th and I was emailed the documents I needed to submit to move forward. I submitted the documents within 24 hours. It took two weeks to hear back from ***** and she only contacted me because I got back into touch with ****** who contacted her supervisor. After this phone call I was given a medical questionnaire to fill out and I submitted within 24 hours. Another two weeks go by and I have to contact ****** again to hear anything from ree medical. They then contact me on September 23rd and I was told I did not align with projections to get increases on my disability ratings and that I would be contacted by a manager. Another two weeks go by of me trying to get ahold of someone until ****** finally calls me on October 10th stating that he had overlooked a detail and that I shouldnt have been pushed forward, he then tells me that I somehow now align with the mental health increase and for no additional charge I could continue with the process. I stated I wanted a refund and he agreed and said he would get started on that. Another 3 weeks go by before the request is ever put in after I had to call the main company line to talk to someone on November 1st. On November 5th I was finally contacted about starting the refund, I was then told that I was still going to be charged 400$ for this entire process. After explaining my situation I was told they need more days to see what happened. It has now been over a month and every time I call they tell me I will get a call back in 2 business days, no call every comes and by the 3rd business day of waiting I call and get told to wait another 2 business days for a call back.

  

  Business Response

  Date: 11/14/2024

  ****, thank you for sharing your experience with us. We apologize for the frustration and delays you've encountered. Its clear that our communication and follow-through were not up to our standards in this case, and we're committed to addressing this for you.

  
  Please know that were escalating your case internally to ensure your concerns are fully addressed. Someone from our management team will reach out shortly to help resolve this matter, including any issues with the refund process. Thank you for your patience, and we appreciate the opportunity to make things right.

  Customer Answer

  Date: 11/14/2024

  I will not accept the response until I have the refund.

  

  Business Response

  Date: 11/14/2024

  ****, thank you for your patience as we work to resolve this matter. We understand how important it is for you to see this through, and we want to assure you that your refund has been approved. It will take approximately 5-10 business days to process. If you have any further questions during this time, please feel free to reach out. We appreciate your understanding and are here to support you until this is fully resolved.

  Customer Answer

  Date: 11/18/2024

  
  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:11/06/2024

  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 had the free consultation that REE Medical offered. The person that did the consultation was pretty confident of a positive outcome based on their assessment. A fee of $2895 was paid on October 25. I still was not sure about the assessment since it did not seem right based on my knowledge. so I requested that the person reach out to me to provide a clarification to the assessment. That was on November 1st. The customer service said I should hear back by Monday, November 3rd. I did not hear back. From there forth, I reached out to the navigator assigned to me and told them since no service has been rendered yet, that all services be suspended until I receive a clarification of the assessment I received. The navigator acknowledged. On November 4th, I still did not hear back. So I proceeded to initiate a contact to request a refund. The first ******** told me all they could do was submit a "ticket." The other one had dogs barking in the background and hung up before I could say much. Another one told me they left a message to the finance and they should reach out to me soon. I called again today using the publicly available number and chose option 3 for finance. The ******** that picked up said I should talk to my navigator about the refund. When I told them it did not make sense for me to talk to my navigator about refund since they are not the finance department, they said they are not either. I had to remind them the call was directed to them after I chose the call option for finance. They then corrected themselves and transferred the call to the person that processed me into REE Medical, which only went to voice mail. So far, I have tried calling multiple times, left a voice mail, and sent two emails with no progress.

  

  Business Response

  Date: 11/14/2024

  Hi Mr. **************** you for reaching out to us and sharing your feedback. We have received your complaint and want to assure you that your concerns are important to us. Our team is committed to addressing and resolving the issue promptly. We appreciate your patience as we investigate this matter, and we will keep you updated on our progress. Should you have any additional information or questions in the meantime, please do not hesitate to contact us at: ******************************* Thank you for your understanding and for giving us the opportunity to improve our services.

  
  

  Customer Answer

  Date: 11/14/2024

  I talked with the navigator; he told me according to the supervisor of the support team, there were only 3 people working on the refund requests. I repeatedly asked for a written confirmation of the refund initiation from them, but I have not gotten any. It seems to me like the support team is prolonging the matter for no reason when they were quick to accept my payment. I am thinking about disputing the matter with my bank provided that I have made more than reasonable attempts to resolve this matter.

  

  Business Response

  Date: 11/19/2024

  Mr. ******* style="box-sizing: inherit; color: rgb(209, 210, 211); font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(34, 37, 41);">Thank you for reaching out and sharing your concerns. I wanted to let you know that, as of November 14th, your file is currently undergoing our internal review process. Once this step is complete, it will move forward to our finance team for processing your refund. We appreciate your patience as we ensure everything is handled thoroughly and accurately. If you have any additional questions or need further clarification, please dont hesitate to reach outwere here to help.

  Customer Answer

  Date: 11/22/2024

  
  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:11/06/2024

  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 started the process of using REE MEDICAL in late August 2024. Within a week or two of submitting payment I became aware of not needing their services. (They did not do any work for me other than collecting documents. At the same time them telling me that they cannot start the process without ALL documents being submitted.) I immediately requested a refund. It has since been over two months and I have still not gotten my approximately $2500 of what is owed to me. It is impossible to speak to managers or anyone in finance. I have no other choice than to take these actions.

  

  Business Response

  Date: 11/06/2024

  *****, thank you for reaching out and sharing your experience. Were sorry for the frustration you've encountered during the refund process. Were pleased to let you know that your refund has been processed, and you should see the funds in your bank account within 7-10 business days. If you have any other questions or need anything else, please reach out to us at ******************************* Thank you for your patience and understanding.

  Customer Answer

  Date: 11/06/2024

  REE medical has already told me that I would have received the funds by now and I have not. Which is why *** filed a complaint with the BBB. An additional 7-10 business days on top of the 14 days that they quoted two weeks ago is not acceptable especially after waiting over two months after initially requesting a refund. 

  

  Business Response

  Date: 11/19/2024

  *****, thank you for reaching out and sharing your concerns. We understand your frustration and sincerely apologize for the delays youve experienced.
  According to our records, your refund was processed on November 5th. Refunds typically take 7-10 business days to reflect in your account. We kindly ask that you check your account, and if you have not received the refund yet, please let us know by reaching out to ****************************************************.

  
  We appreciate your patience as we work to resolve this matter and ensure your concerns are addressed.

  Customer Answer

  Date: 11/22/2024

  I will acknowledge that the business returned some money to me but did not refund the whole amount. Additionally, while they said they were processing my refund request all they did was keep delaying returning my money. Then they made me fill out an ACH request with a voided check to deposit it in my account which they didnt do. They only took action to refund a portion of my money to the original payment method (when they originally said they couldnt do this) and they only did this on the date that I filed the BBB complaint. Im tired of dealing with REE medical.  I accept that I was refunded SOME money. I do not accept the way they have resolved this issue. And this information needs to be made known to anyone who considers using REE medical. 

• Initial Complaint

  Date:10/31/2024

  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.

  Warning to all Veterans: Get as far away from this scam before you get taken.I was contacted by **** claiming really fantastic modifications to my VA disability claims. I told him 4 times that my VA files cannot be accessed nor sent via the internet. He assured me that is not a problem. So I paid him 50% of my total bill. After we hung up he emailed me a receipt and I began printing a copy. Almost immediately (Aprox 8 min) I received another call from a woman who talked way too fast and I had to stop her several time to repeat or explain what she was saying to me. We exposed an impossible requirement that all my records had to be on computer with no exceptions. I told her that is impossible and she said I have to find a way to comply. I didn't let her finish her briefing and demanded an immediate refund on the spot. She told me that is not her department so I asked her to connect me. She said she will send me that information and I again told her to cancel my account. My printer ink on my receipt was not even dry yet. I called back **** and he promised he will take care of my refund and call me back. For 4 months I had to call them and still not one call back. But now I get a partial refund with $350.00 stolen out for their standard kiss my rear end process fee. Look up other domplaints, I am not alone. One Vet. got caught for havine a falsified application.GET AWAY AS FAR AS YOU CAN

  

  Business Response

  Date: 11/01/2024

  Hi Mr. ********************** you for reaching out to us and sharing your feedback. We have received your complaint and want to assure you that your concerns are important to us. Our team is
  committed to addressing and resolving the issue promptly. We appreciate your patience as we investigate this matter, and we will keep you updated on our progress. Should you have any additional information or questions in the meantime, please do not hesitate to contact us: ******************************* Thank you for your understanding and for giving us the opportunity to improve our services.

• Initial Complaint

  Date:10/29/2024

  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.

  In May of 2024 I paid Ree Medical a down payment to provide me their Medical and ********************** with my *********************** disability claim. I then completed automatic payments totaling $3595 and provided all of the materials they request. After I completed making all of the required payments and submitted the *** documents, Ree Medical erroneously placed my case in a hold status and stopped the services I have paid in full for. I have repeatedly and continue to call their main customer service number, only to be told a Ree Medical Reviewer will contact me shortly. It is now almost Nov 2024 and I have yet to receive any such contact from a Ree Medical Case Reviewer. I called today 29Oct2024 only to be told the same unhelpful and deflecting response from their customer service assistant. I only have 7 months remaining on my *********************** Intent to File a claim before it is cancelled. I want Ree Medical to finish providing me the services I have paid in full for. I responsibly paid the full amount per the agreed terms, I want them to provide the Medical and **********************s in a responsibly timely manner so I can submit my VA Disability claim on time.

  

  Business Response

  Date: 10/31/2024

  ******, thank you for reaching out and sharing your experience. Were truly sorry for the delays and communication issues youve encountered during this process. Ensuring that our veterans receive the services theyve invested in, within the necessary timeframe, is of utmost importance to us. Please know that were escalating your case and one of our managers will be in contact with you shortly to discuss next steps. Thank you for your patience, and were committed to resolving this as swiftly as possible.

• Initial Complaint

  Date:10/24/2024

  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.

  They promised me that they would walk me through filing a VA disability claim and that I needed to make monthly installments. After I paid $545 dollars for the first month they changed their story and told me that I needed documentation linking my condition to my military service (when I originally told them it started happening three years after I got out of the military), and they kept my money and refused to help me anymore with the claim.I feel like this is a scam so I filed a scam with you about them and you sent me a reply that a complaint would be better to et you know this way.

  

  Business Response

  Date: 10/24/2024

  Hi Mr. ****************** style="font-size: 0.875rem;">Thank you for reaching out to us and sharing your feedback. We have received your complaint and want to assure you that your concerns are important to us. Our team is committed to addressing and resolving the issue promptly. We appreciate your patience as we investigate this matter, and we will keep you updated on our progress. Should you have any additional information or questions in the meantime, please do not hesitate to contact us at: ****************************************************. Thank you for your understanding and for giving us the opportunity to improve our services.

  Customer Answer

  Date: 10/24/2024

  I appreciate that they SAY that they will look into my complaint.  But since they passed me on to six different people in the process just to get things going, and they have not contacted me again after telling me basically to go away, I won't believe them until I get my refund and an apology for wasting my time, and taking my money under false pretense's.

  Thank You !  But just SAYING that you will make things right is NOT making things right, and all I have gotten from this company so far is lies. 

   

  

  Business Response

  Date: 10/25/2024

  Hi Mr. Gubik,

  We are truly sorry for the frustration and disappointment youve experienced with our company. We apologize for the lack of clear communication and any delays in addressing your concerns. Your refund request has been escalated to both our Manager and Director, and well be following up to ensure you receive the resolution you deserve. Additionally, we understand the importance of taking responsibility, and we apologize for any confusion or inconvenience our service may have caused. Please know that your experience is important to us, and were committed to making this right. We will be in touch shortly with an update.

  Customer Answer

  Date: 10/25/2024

  Okay I will wait for the refund and then mark this case completed.

   

  Thank you.

• Initial Complaint

  Date:10/02/2024

  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 contacted REE Medical to explore the possibility of then assisting me with a VA Disability claim, They sent me paper work to be completed but I did not complete their paperwork. Today REE Medical sent me an e-mail wanting me to contact ******* to resolved missed *********** fact I told one of their representatives that REE Medical was a scam and does not do anything for anyone and I would not use their services.

  

  Business Response

  Date: 10/03/2024

  Dear *****,

  Thank you for your feedback. We sincerely apologize for any confusion or frustration caused. Per your request, we will no longer contact you regarding our services. Please be assured that your information has been updated to reflect this, and you will not receive further communication from us.
  

  However, if you every need anything in the future, please feel free to reach out. 

  
  Best regards,

  REE Medical

• Initial Complaint

  Date:10/01/2024

  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 contacted Ree Medical to evaluate and potentially upgrade my VA disability. Ree Medical and I agreed to a payment of approximately $3,500 for them to explore 2 disabilities (lung issues and PTSD). I also agreed to pay for an expedited process (included in the $3500). Shortly thereafter Ree Medical contacted me and stated that unfortunately they would not be able to help me with the claims. Ree Mecical stated that they would be issuing me a partial refund of approximately $3000. The remaining $500 was for the work that had already been completed. I stated I understood this and that it was acceptable, but I was still to be due approximately $3000. I sent Ree Medical my bank account information via email on August 22, 2024 and was told that my refund was processed on Sept 17th, 2024. I was also told that it may take 7-10 days for funds to show in my account. At the time of this complaint it has been past the allotted time Ree Medical had told me and the funds have not shown in my account. I have contacted my bank to see if there were any pending credits and there are not any pending credits. I am seeking the refund of approximately $3000 that is due to me.

  

  Business Response

  Date: 10/02/2024

  *****, thank you for bringing this to our attention, and we sincerely apologize for the delay and any confusion caused regarding your refund. We understand how frustrating this situation must be. We will follow up with our finance team immediately to investigate why the funds have not yet appeared in your account. A member from our team will be reaching out today to ensure this matter is resolved as quickly as possible and keep you updated every step of the way. Thank you for your patience.

  Customer Answer

  Date: 10/04/2024

  I understand that you are having an issue, but there surely must be some way to have the funds deposited into my account.  Please find a way to get this done.

  

  Business Response

  Date: 10/24/2024

  Hi Mr. ****************** wanted to follow up regarding your previous complaint to ensure you received your refund from our team. A $400 refund was processed on 9/17 for the downgrade of service, and an additional $3,050 was processed on 10/3 for unserviceable diagnoses as requested. When you have a moment, please confirm that youve received these refunds. Thank you so much, and we apologize again for the delay and any frustration this has caused.

• Initial Complaint

  Date:09/12/2024

  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 January *******, I spoke to ********************* in detail after being referred to *** for aide in filing a claim to increase my disability rating. He concluded with confidence that I would receive a much higher rating and to proceed with a $2,845 payment in order to continue the process. I submitted the payment that same day and scheduled a C&P exam shortly after, as required. After attending the exam with the *** provided physician and submitting all paperwork to the VA, I was denied with weeks - which is unheard of. The VA expressed they believed my claim was a fraudulent claim due to the physicians over exaggeration of my conditions. I have personal doctor records to support my existing medical conditions, however used ***'s physician per their guidance. *** has accepted no responsibility on this faulty process of using physicians and physician reports that will automatically deny my claim and presume I am being inauthentic. After communicating the results to ***, they expressed that ********************* is no longer employed with *** as a form of consolation and had initially informed me that I was going to be receiving an ACH form via email to initiate a refund. I waited for weeks for said form and after multiple calls, I was informed that upper management had denied the refund. Instead, *** referred me to SouthWest Law firm for an appeal. An appeal which requires additional cost as well as a percentage of back pay to both parties if the appeal is won. Essentially, my complain is not a dissatisfaction of not receiving a higher disability rating, but more of a disbelief that *** continues to function while using a fraudulent process where the veteran has no chance of an increase but instead is flagged as a deceiver. A claim that is appaling, disheartning and categorically untrue. The denial of my claim is a clear result of their processes. A refund is absoltuley merited.

  

  Business Response

  Date: 09/13/2024

  Dear ******,

  We sincerely apologize for the frustration and concern you've experienced. We understand how deeply disheartening this situation has been for you, and we take your feedback very seriously. Your experience is not the standard we strive for, and we're sorry that the process did not meet your expectations.
  
  Regarding the physician's assessment and your claim, we recognize how critical accuracy and integrity are in such situations. While we aim to support veterans in obtaining the benefits they deserve, we understand that the outcome in your case was disappointing. We acknowledge that communication was lacking, and we apologize for any confusion or delays you faced in the refund process.
  
  Although ********************* is no longer with us, your concerns remain our priority, and we are continuing to assess your situation internally. We regret that our referral to SouthWest Law Firm added to your frustration.
  
  Someone from our team will be reaching out to you today to discuss this further and work towards resolving the issue. Thank you for your patience, and we look forward to helping address your concerns.