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:09/11/2024

  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 1 July 24 i spoke to an individual named **** who worked for Ree Medical. We discussed how Ree Medical can help me get too 100% disability and agreed I would pay them roughly $3000. I paid the $1515 and was supposed to pay the remaining amount in 2 weeks. The transaction went through. After speaking with another individual named *****, we agreed that we needed to wait for some VA claims to be resolved before I went forward with REE Medical. So we decided that a refund of my $1515 would be a good course of action and after the previous claims were resolved. I would restart the process. ***** said that she would let her manager know to process the refund. Since it was very close to the 4th of July, I figured it may take until after the 4th of July weekend to receive my money back. I reengaged with her several times via email to get my money back and was given the run around by the call center. I never spoke to a manager or supervisor and was told they are busy every single time. It is now September and i still have not spoken to ***** and have not yet received my money.

  

  Business Response

  Date: 09/12/2024

  Hi *** ******, 

  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: 09/12/2024

  Thank you for looking into the matter, but I will not accept no response until my $1515.00 is refunded. The business/customer trust has been broken due to poor communication, customer service, and lack of urgency. The only way to correct this situation is to refund my money. A mere we are working on it will not suffice. 

  

  Business Response

  Date: 09/13/2024

  Hi Mr. ******************* you for your patience. We understand that your concern is still unresolved, and we want to assure you that we are actively working on it. Our team is dedicated to resolving the issue as quickly as possible. If you have any additional questions in the meantime, please reach out to us at: ******************************* Thank you!

  Customer Answer

  Date: 09/15/2024

  No response is acceptable until i see the $1515.00 dollars refunded back to me. This ordeal has taken well over 2 months. It does not take that long to refund someone some money. This is a run around tactic. I will not go away. 

  

  Business Response

  Date: 11/18/2024

  Dear Mr. ************** would like to inform you that your refund was processed on September 17, 2024. If you have not yet received it or have any further questions or concerns, please do not hesitate to reach out to us directly.

  We appreciate your patience and understanding as we work to ensure a satisfactory resolution.

  Sincerely,

  REE Medical

• Initial Complaint

  Date:08/26/2024

  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.

  On 30 July, 2024 **** *********, from REE Medical, reached out to me. I returned her call and she went down the process of how her and REE Medical can assist me with VA claim(s). She said that I needed to pay up front before moving forward, offering different payment options. I agreed to pay $835 to initiate the process. 8/1/2024 I emailed **** to update her on a change to my VA disability . 8/6/2024 I sent a follow up email. She responded back saying she sent my file to her supervisor. 8/14/2024 I emailed **** asking to refund my money. She replied saying theyre still working on my request and the her supervisor now forwarded it to her manager. 8/15/2024 was my last email explaining my issue and concern and requested a refund again. There was no response back from **** *********, her supervisor, her supervisors manager nor anybody else from REE Medical. This interaction, or lack there of, with REE Medical and their employees has negatively impacted me causing my mental health issues to flare up causing serious issues with my home and work life. This interaction was very unprofessional of a company that claims to be a leader in helping Veterans with disability services. A simple refund of the $835 they charged me couldve been an easy resolve. Unfortunately this issue has caused my family and I more damage.

  

  Business Response

  Date: 08/27/2024

  Hi Francisco,

  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: 08/28/2024

  I acknowledge the receipt of REE Medicals response to my complaint but it hasnt resolved the issue of refunding the monies back to me. This complaint will not be satisfied until that has been actioned. 

  

  Business Response

  Date: 08/28/2024

  Hi Francisco,
  Thank you for your patience! We understand that your concern is still unresolved, but we want to assure you that were actively working on it. Your satisfaction is very important to us, and our team is dedicated to resolving the issue as quickly as possible. If you have any additional details or questions in the meantime, please dont hesitate to reach out to us at ****************************************************.

  Customer Answer

  Date: 08/31/2024

  This complaint will remain open as Im patiently waiting for REE Medicals continuation of actively working to resolve my concern of my refund. Once REE Medicals dedicated team successfully refunds the monies owed in a timely manner I shall close the complaint.

• Initial Complaint

  Date:08/22/2024

  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 started the process on May 12, 2024 by talking to a consultant on the phone. We worked out a 4 months payment plan resulting in a 3600$ payment. I paid my invoice on the same day. I was told that I would be connected with a case manager to help me through the rest of the process soon. I foolishly continued to pay each month. Eventually, all 4 months passed and I submitted by final, automatic payment to the company on Aug 12, 2024. I still had not been connected to a case manager and after another week on Aug 18, following final payment, had to email the initial consultant to hear back anything. They admitted on the phone that this delay was their fault due to a potential system error and I was promised to finally be connected to someone on the team. I find this excuse unacceptable because I continued to be charged each month, even though my information may have been "misplaced".After my phone call with the initial consultant, I still did not hear anything back from anyone on the team. So I sent an email on Aug 21, 2024 asking for more communication, transparency, and a discount on my service due to the significant delay. I received a response the next day claiming I would be connected to a case manager while completing ignoring my request for a discount.I would still like to complete the service that I paid, again, 3600$ to receive. However, at this point I believe a discount is a completely reasonable request.

  

  Business Response

  Date: 08/22/2024

  Hi ******,

  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: 08/25/2024

  This is simply an acknowledgement that I've made a complaint and does not provide any meaningful resolution to the issue or address the request for a billing adjustment due to the financial impacts resulting from the delay. As such, this is not a satisfactory response to close out my complaint. I'm more than willing to close my complaint if the company will acknowledge, at any level, the problem and my proposals for resolution.

  

  Business Response

  Date: 08/26/2024

  We sincerely apologize that your complaint has not been resolved yet. Please know that your case is actively being worked on, and we understand the urgency of your concerns. Someone from our team will be reaching out to you directly this morning to discuss the situation and address your proposals for resolution. We appreciate your patience and are committed to finding a satisfactory solution.

  Customer Answer

  Date: 08/30/2024

  
  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:08/19/2024

  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.

  After extended conversation with an agent from the company,I was convinced they could increase my existing VA disability rating,so I sent the requested payment of $2850. Then they requested information about my VA medical history and to inform the VA that I was requesting a disability change or increase.After great difficulty accessing VA.gov,I forwarded by email the requested information. Later they said the information was not received, but I had verification it was received, and I said they needed to proceed with their service on my behalf. After no contact,I emailed and called several times and said I wanted a refund,since they were no longer providing the agreed upon service. For over a month,have heard nothing,after my last call I requested they at least email me with status of my refund

  

  Business Response

  Date: 08/27/2024

  *****, thank you for sharing your experience, and we sincerely apologize for the lack of communication and the frustration it has caused. Please know that your case is actively being worked on, and someone from our team will be reaching out to you today with more information. We are committed to addressing your concerns and ensuring that your case is handled properly moving forward.

• Initial Complaint

  Date:08/15/2024

  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.

  In March of 2024 I reached out to Vetlink Solutions now a part of REE Medical about an increase in my Va disability rating. They had me pay up front for their professional service. They hey informed me they had a comprehensive medical team that reviews all medical records to determine if my condition rates an increase. They also stated that their medical team reviews all **** for accuracy. I went to my medical appointment they set up. A couple days later they said my **** were ready to upload to the VA. After my submission, I was contacted by the VA for a C&P exam for the conditions I was claiming. The VA examiner stated the reason for my exam was due to the **** I submitted being improperly filled out. The signature was missing and a couple of the questions were answered incorrectly. 2 questions that are the same but was answered incorrectly with different answers. I reached out to REE medical and informed them of this and asked for a refund. It took me several days to be able speak to someone that I thought was helping me accomplish this. I have called several times to get the status on this refund leaving several voicemails that are not returned. This company says they are for veterans but are not doing anything to o help this one.

  

  Business Response

  Date: 08/16/2024

  Dear *****,
  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: ******************************* Thank you for your understanding and for giving us the opportunity to improve our services.
  

  Customer Answer

  Date: 08/16/2024

  I reject to the companies automated response to my complaint. I will except the companies response and close out this report when a refund is issued. 

  

  Business Response

  Date: 08/19/2024

  *****,

  I wanted to inform you that your refund was submitted on August 15th. Please note that it may take approximately 5-7 business days (excluding weekends) for the funds to appear in your account. If you have any questions or need further assistance, please don't hesitate to reach out. Thank you for your understanding.

  Best regards,

  REE Medical

  Customer Answer

  Date: 08/21/2024

  
  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:08/12/2024

  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.

  Emailed twice on May 30th explaining my increase was finally done to rep ************************ No response ever on either emails that day.Got a email/text from ***** on July 31 asking how things are going. I try to call but get voicemails, emails seem to go no where. While I still get text messages that are annoying.I want to pay this so I can get rid of this issue.Previous amount I was receiving was *******, then it was increased to ******* (Little less than expected after my divorce)1308.94 difference x5 = 6544.70....Im having issues with money and asked about a reduction on this but nobody helps. I think 2x or 50% of this is fair so $3272.35(50% of original estimate) is fair price since its been a headache trying to get them to send me a method of payment on this. Even this amount is tough but I feel its fair since there was some help at the beginning. Not great since they had me driving 2 hours away for 2 doctor visits that both took me cost to get an uber to drive that far, plus having to take the day off in both instances. Outrageous to have to to find a ride to drive that far.

  

  Business Response

  Date: 08/13/2024

  Hi *****,

  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: ******************************.

  Thank you for your understanding and for giving us the opportunity to improve our services.

  Customer Answer

  Date: 08/14/2024

  
  Better Business Bureau:
  
  I have emailed them and actually got a call back from a manager there that successfully resolved the issue.
  
  *************************
  
   
  

• Initial Complaint

  Date:08/02/2024

  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 am a US ARMY VETERAN this company promises to help you get the va disability rating you deserve i got granted 100% disability and am now getting scammed out of ****** dollars from this company that used third party companies to share my sensitive personal information with another company called TRAJECTOR MEDICAL . I feel as though these companies have used me as a naive trusting veteran to exploit my information and misinform me of the situation that i was getting myself into i would like to formally terminate my contract with them as it is my right to do so as they are not an accredited business with the VA . I have paid REE 5,000$ in which the client experience navigator ******************* Told me that they are a sister company to Trajector medical and that this would be the only one time payment needed to cover for the help i got from REE MEDICAL and TRAJECTOR MEDICAL . Both companies claim to not know about eachother and claim to not be associated with eachother yet have been working side by side throughout the entirety of when my claim had been open , now that i have received my 100% disability rating both parties have not been able to explain where all of this money owed is coming from . i need my contract to be terminated with both parties due to scam concerns

  

  Business Response

  Date: 08/12/2024

  Thank you for bringing your concerns to our attention, and first and foremost, thank you for your service.

  We want to clarify that REE Medical is in no way associated with Trajector Medical. We understand the importance of your privacy and the seriousness of your concerns. Your trust is extremely important to us, and we are committed to resolving this matter promptly.

  
  We have attempted to reach out to you regarding your concerns and have left a voicemail with our contact details. Please know that we will continue to follow up until we are able to connect with you directly to address your concerns in detail and provide the support you need.

  
  Again, we want to emphasize that REE Medical operates independently, and we are committed to ensuring that any misunderstandings are resolved swiftly and transparently. We look forward to speaking with you soon.

• Initial Complaint

  Date:07/31/2024

  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 started this journey in August of 2023. I have only received Emails form them. If I have sent them a Email they never respond. I did have a appointment for a medical exam. If I call them they say that someone would call me, I haven't received a call from any of them. I finally received the *** on July 22 2024., submitted them to the VA and the VA didn't accept them. Now I have to go through the medical exams again and delay the decision. I find this unacceptable.

  

  Business Response

  Date: 08/01/2024

  Dear ****,
  

  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. Thank you for your understanding and for giving us the opportunity to improve our services.
  

  Best regards,
  REE Medical
  Email: ********************************
  Phone: ************

• Initial Complaint

  Date:07/16/2024

  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 spoke with a consultant and they took my initial deposit for services on July 8, 2024. It's now July 16, 2024 and I still have not spoken to my navigator. I have called twice and they tell me someone will get to me in a few days. I called today to inform them that I no longer want the service due to the lack of communication and urgency and they told me someone will help me in a few days. Nothing has been done on my behalf and I just want my money back at this point.

  

  Business Response

  Date: 07/17/2024

  Dear *******,
  
  We apologize for the delay and inconvenience you've experienced in receiving our services. Your feedback is crucial to us, and we understand your frustration with the lack of communication and urgency. Rest assured, we are taking immediate steps to address this issue and expedite the resolution.
  
  A member of our team will be reaching out to you shortly to discuss your concerns and facilitate the refund process promptly. We value your time and your trust in us, and we are committed to ensuring your satisfaction.
  
  If you have any further questions or concerns in the meantime, please feel free to contact our customer support team directly at ************ or ***************************.
  
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 07/18/2024

  I have called several times today. I keep getting the run around. Please cancel this service and give me a refund. 

  

  Business Response

  Date: 07/22/2024

  Dear *******,
  
  We apologize for the inconvenience and frustration you've experienced with our service. We understand your concerns and are taking immediate steps to address them.
  
  ******* has spoken with you and will be your Navigator for the remainder of the process. She will ensure that all your needs are met.
  
  If you have any further problems or concerns, please do not hesitate to reach out. Your satisfaction is our priority.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/26/2024

  
  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:06/22/2024

  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 requested the services of REE Medical to assist with creating a Nexus for my service connected disability. I asked if my disability could get 100% and the sales rep said yes. I agreed to the terms. The issue is later my sales rep contacted me after full payment to let me know they wouldn't be able to get 100%. I immediately requested a refund since she didn't do her job properly and tell me during the call that my disability doesn't qualify for 100%. It took several calls and text to get my refund, but after receiving it they didn't do a full refund. I called again multiple times and still no call back on getting the rest of my refund since it was the sales person who provided the incorrect information to get me to make the purchase. I still haven't received a call back or my full refund. Is this their scam? Tell customers false promises and only give a partial refund to vetrans? Please help and thank you. My email address is on record with Ree.

  

  Business Response

  Date: 06/24/2024

  Dear ******************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any misunderstandings and frustrations you have experienced. Your feedback is invaluable to us, and we are fully committed to resolving this issue promptly and fairly.
  
  We understand the significance of the miscommunication regarding your disability rating and the challenges you encountered in receiving your refund. At REE Medical, ensuring transparency and accuracy in all our interactions with veterans is of utmost importance to us.
  
  Our team is currently conducting a thorough review of your case. Please rest assured that we are giving your situation the highest priority and will provide you with a comprehensive update at the earliest opportunity. Our goal is to resolve this matter to your complete satisfaction.
  
  In the meantime, if you have any additional information or concerns, please do not hesitate to contact our customer support team at ************ or ***************************.
  
  Thank you for your patience and understanding as we work diligently to address your concerns.

  Customer Answer

  Date: 06/25/2024

  I'm marking this as did not resolve complaint. The reason is I've called them and text messages. I've been doing this the last couple months with no call back or response from anyone in **** refunds department.  I will gladly mark this as resolved when I see or get contacted by ***. It's $100 that they owe me to complete a full refund since the issue was due to the sales rep saying I qualify for 100% and then later say I don't due to her misunderstanding of my disabilities. 

  

  Business Response

  Date: 06/27/2024

  Dear ******************,
  
  Thank you for your patience. We sincerely apologize for the inconvenience and lack of communication you have experienced.
  
  We want to inform you that the $100 refund has been processed. You should see the refund reflected in your account shortly.
  
  We regret the misunderstanding regarding your eligibility and the delay in our response. Please know that we are taking steps to improve our communication and ensure that such issues do not occur in the future.
  
  Thank you for your patience and understanding. Should you have any further questions or concerns, please do not hesitate to contact us directly.

  Customer Answer

  Date: 07/03/2024

  
  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,
  
  *****************************