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:01/06/2025

  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 have purchased said product from this company and have yet to receive anything of any type of value. I’ve not gotten any assistance in a new claim, any help with linking a secondary condition. I can not even get an appointment with someone at this point. If you are not going to honor your part of the contract just refund me what I paid.

  

  Business Response

  Date: 01/08/2025

  
  
  Dear Mr. *****
  
  Thank you for reaching out, and I sincerely apologize for the frustration you've experienced in trying to get a hold of us. We understand how important it is for you to receive timely assistance, and I'm genuinely sorry for any inconvenience this has caused.
  
  Your satisfaction is our top priority, and we want to ensure that your concerns are addressed promptly. We continue to help thousands of veterans like yourself. I have instructed my staff to reach out to you.
  
  If you prefer, you can provide your contact number, and I would be happy to call you directly to discuss your concerns.
  
  Thank you for your patience and understanding. We value your business and look forward to making this right for you.
  
  Best regards,
  
  *****

  Customer Answer

  Date: 01/09/2025

  My details are in my file, I will not be providing any additional details on here. I respond to an email daily asking for an appointment. This started in July and I have a plan to love forward with a claim. At this point I would just like a refund 

  

  Business Response

  Date: 05/12/2025

  
  
  Thank you for your message. We acknowledge your concerns and sincerely regret that your experience with our company has not met your expectations. 
  
  We want to assure you that someone from our team will be in contact with you shortly to discuss your case further. Our office has already reached out and provided additional details, and we are carefully reviewing all the information you’ve shared.
  
  Our primary goal remains to assist veterans like yourself in navigating the claims process and achieving the best possible outcome. We genuinely believe we can help you move forward with your claim based on your file and the details provided.
  
  Regarding your request for a refund, we understand your position and respect your decision to proceed independently we will review the agreement and the phone call and get back to you as soon as possible. We appreciate your patience as we review your case and will be in touch soon to discuss the next steps.
  
  Thank you for your service and for giving us the opportunity to address your concerns.
  
  Sincerely,  
  Vetcomm

  Customer Answer

  Date: 05/12/2025

  I have yet to have a positive interaction with anyone from this company. I stand by my statement that they are a predator on the veteran community as a whole. 

• Initial Complaint

  Date:12/20/2024

  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 paid the money up front like they requested then things started. they sent me a few questions to answer and films to watch that were supposed to help with receiving payment from the **. Later i was talking to another veteran who suggested for him to contact them. he did and paid the amount they required . when i told them i had suggested for him to join they said i would receive $100. for the referral . i have reached out to ****** several times to no avail. the friend says he has not been given what they promised. This was a couple months ago and no satisfaction has been given. i would like my initial money back and also my friend to be repaid. His name is ***** M ***************** you for your help with this matter. **** ****

  

  Business Response

  Date: 12/27/2024

  
  Dear Mr. ****************** you for reaching out and sharing your concerns regarding the recent experience you had with our services. I sincerely apologize for the difficulties you and Mr. ******* have faced.
  
  I want to assure you that we are committed to resolving this matter promptly. We are currently reviewing your case and will guarantee that all outstanding issues will be addressed upon completion of your contract.  Please e-mail us at ********************************* all requests are processed through this manner. 
  
  Please allow us some time to finalize this process.
  
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  ***** *.

  Customer Answer

  Date: 01/06/2025

  i would still like to have my money replaced. i sent bbb a request and it has not been taken care of. thanks **** ****
  

  
  

  

  Business Response

  Date: 01/14/2025

  Dear Mr. ************** you for your email and for providing additional context regarding your concerns.
  First and foremost, I want to express our sincere apologies for any inconvenience this may have caused you and Mr. ******** Your experience is important to us, and we take all feedback seriously.
  Regarding your initial payment, we are committed to adhering to our refund policy. Please allow us to review your account and the details of your interaction with our services. I assure you that we will investigate the referral situation involving your friend, as well.
  I understand that you have reached out to us multiple times without receiving a satisfactory response. I sincerely apologize for this oversight. Your concerns warrant timely attention, and I will personally ensure that they are addressed promptly.
  To assist you effectively, I kindly ask that you provide any documentation related to your payments or correspondence with us that you may have. This will help us expedite the review process.
  Thank you for your patience as we work through these issues. We value your service and your trust in us, and we aim to resolve this matter to your satisfaction. Please feel free to reach out to me directly at [Your Contact Information] if you have any further questions or concerns.
  Warm regards,
  *****

  Customer Answer

  Date: 01/22/2025

  i can show where i paid for the 997. with a copy from my bank. ******************* . thanks **** ****

  

  Business Response

  Date: 02/13/2025

  Thank you for the update on the referral.  I have someone looking into this for me. and will call you shortly.

• Initial Complaint

  Date:12/09/2024

  Type:Customer Service 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.

  This company does not provide the service advertised. They took my money and refuse to cancel my their services and return my money after explaining to them that I am not satisfied with the type of services they alleging to provide. They have done nothing for me the person they assigned to me did not have a clue what do. They are charging veterans money for what a *** does for FREE THEY DO NOTHING MORE THAN FILE THE CLAIMS FOR VETS WHICH WE CAN DO ON OUR OWN. Only resolution will be to cancel services and refund the money your company stole. ****** in finance is rude and refuses to cancel my services and continues to bill me, they are doing absolutely nothing. Stay away from this company vets this is a fraudulent company!

  

  Business Response

  Date: 12/16/2024

  Hi ****
  
  Im really sorry to hear about your experience. We are happy to report we have help thousand of veterans this year alone.  We do a great job educating our Veterans, and So does the **** We genuinely want to help you resolve this issue.
  
  Can you please share your account details with us, when you call? Well look into your situation right away and see what we can do, whether thats canceling the service or processing a refund.
  
  Your feedback about ****** and our billing process is important, and well work on improving things. We want to make sure veterans like you get the support you deserve.  
  
  Thanks for reaching out, and I hope we can fix this for you soon.
  
  Best,  
  ***** VetComm

  Customer Answer

  Date: 12/17/2024

  I want a full refund asap, ****** said she already forwarded this issue  to another department but they are taking their time they are in no rush to process a refund. This issue will not be considered resolve until your company issues me a full refund. Please cancel immediately and refund me my money. It should not take your company weeks to refund me. I been asking since the 12/9/2024 for a refund. 

  

  Business Response

  Date: 12/17/2024

  Mr. ******* we guarantee our service.  Please see the terms and conditions to see how to get a refund.  We are very proud of the thousands of Veterans we have helped this year alone.

  Sincerely ***** *.

  VetComm

  Customer Answer

  Date: 12/18/2024

  your stealing money I dont care about your terms and conditions Im unhappy with your service refund me my money. Your a dishonest company stealing from veterans any reputable company, would not hold terms or condition of a client thats is unhappy with their services especially vets!  and would refund their money no questions ask the fact that your stating to view terms and condition tells me your trying to steel my money when you havent provided and service. I will continue to get the message out about your company through and means necessary until you refund me the $703 your company stole from me for NO SERVICE WHATS SO EVER!

• Initial Complaint

  Date:11/27/2024

  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.

  There is a particular demographic of veterans who they associate their business with the most. But I don't fit that money maker target who their website displays front and center...While I do understand that many of our aged veterans who have been denied for over 20 years deserves the utmost respect and care, what about the other veterans? Why can't we get the same dedication, and vigor you have for the older veterans? My experience with Vetcomm wasn't at all what they showcase their mission is based on. Each trial of submitting a claim was with a different person. No rapport was built, it was very transactional. It was cold, and disingenuous...just passing my case and file notes along to strangers representing Vetcomm. There was always a different person I spoke with for correspondence via text and email...it was unprofessional. If you already have an 80% rating or higher it is probably best to find an organization that will help file a claim for you for free. Purchased Receipt: 08/29/2023 12-Monthly Installment Payments of $125 (Discounted 22%) : $97 * Price of the Advanced VA Disability Claim FAST-PASS Course is $1,500 and is currently Discounted for a Limited Time by 22%, a $336 savings for our Veterans.Thank You for Purchasing VETCOMM's Advanced VA Disability Claim FAST-PASS Course!One calendar year of VA Disability Claim Filing Support is included in your purchase. (Additional ****************** apply.)Salesperson: **** ****** Charges from my bank statements read ************* Mip, VetComm Gold Mip, and Vetcomm Gold Mip Vetcca Instead of 12 months of services, it was reduced to 6 months. So my one calendar year was reduced to 6 months and since my rating did not change within those 6 months I did not qualify for a refund. Due to my health ************* accident, I was unable to continue paying.There were so many different people my information was being thrown to, it was just an overall uncomfortable time having to deal with the process.

  

  Business Response

  Date: 12/05/2024

  
  Dear  Ms ******************* you for reaching out and sharing your concerns regarding your experience with VetComm as well as your request for a refund. We value your input and appreciate the sacrifices youve made for our country. 
  
  I understand that navigating the VA disability claims process can be particularly challenging, and I regret to hear that you felt your experience with us fell short of expectations. Its always our goal to provide dedicated support to all our veterans.  
  
  Upon reviewing your case, I found that you received support during the service period. While I empathize with your situation, our records indicate that you did not fulfill the full terms and conditions outlined during your purchase. We have been able to help educate thousands of Veterans of all ages this year alone and recently was told of the success of another veteran with a 100 percent rating through our education process.  Specifically, our policy states that a refund request can only be considered if all terms of service have been met, including full payment. As noted, you were unable to complete the payment schedule due to your circumstances, which further impacts your eligibility for a refund. I do believe you have a special circumstance that inhibited you to comply. VetComm would like to speak with you directly and come to a resolution. 
  
  We sincerely regret any discomfort or frustration caused during your interactions with our team and appreciate your feedback. We constantly strive to improve and ensure that every veteran receives the attention and care they deserve. 
  
  Thank you for your understanding in this matter. If you have any further questions or if there are other ways, we may assist you, please do not hesitate to reach out.  
  
  Respectfully, 

  ***** G

  Customer Answer

  Date: 12/05/2024

  The business practices used to handle my case was unsatisfactory. The complaint should remain.

  

  Business Response

  Date: 12/16/2024

  Subject: Response to BBB Complaint ID# ********
  
  Dear BBB,
  
  Thank you for your correspondence regarding the complaint from ******** ******, identified by complaint ID# ********. 
  
  We take customer feedback seriously and appreciate the opportunity to address this matter. After reviewing the complaint, we believe the situation can be resolved by having Ms. ****** contact us directly. Our records indicate that she agreed to the terms and conditions when signing up, and we are fully committed to honoring those terms.
  
  We encourage Ms. ****** to reach out to our customer service team at her earliest convenience so we can assist her in resolving her concerns. 
  
  Thank you for your understanding, and we are hopeful for a swift resolution to this matter.
  
  Best regards,
  
  ***** G

  VetComm

  
  

  Customer Answer

  Date: 12/18/2024

  The 12 months contract has passed. 

• Initial Complaint

  Date:10/25/2024

  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.

  Dont deal with this company. Trust me on this!!! I wish I seen these other customers reviews before giving them my money. They dont look to help you at all. Once you give them your money they dont respond to your calls. When I did speak with them at the beginning it felt very uncomfortable and I should have went with my gut. They pretend to want to help you and really dont give a cr&$ about you. Dont use this company. The few positive reviews they have up there and employees that work for the company. You been warned!!!!

  

  Business Response

  Date: 11/01/2024

  After reviewing our records, I see that we did attempt to respond, and have a correspondence of calls on record. However, it appears that a phone call went unanswered. Rest assured, that department has been made aware, and we have implemented new policies to prevent this from happening in the future. 
  
  I also want to confirm that an appointment has been scheduled for you, and our proven approach, which has successfully aided thousands of veterans like yourself, is currently in action. We are committed to helping you; we always strive to do what is right for our veterans, and we stand firmly behind our guarantee. As per the terms to which you agreed, we are actively working on your case and uphold our commitment to you. 

  Thank you for your service and we look forward to continuing our efforts.

   

  
  

  Customer Answer

  Date: 11/01/2024

  
  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:10/04/2024

  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.

  September 26 2024 I had a free consultation with Vetcomm. While I was attending a VA appointment. I felt rushed by **** to give payment after I asked if I could call back. So I made $1000.00 payment to proceed with there VA claim services. On my way home from VA appointment. My car that I use for work broke down. I have been recently going through financial problems. So I immediately contacted Vetcomm to cancel transaction or refund my money. Because I knew I was not gonna have enough money for repairs. I emailed and messaged them several times to please refund my money. Other than the free phone consultation. I have not received or used any of there services. For a company that claims to help people this is saddening. I reached out for help initially with intentions to get a better outcome with my VA claim. And unfortunate circumstances happened to me. And when I truly needed there help refunding my money they said No. They should be ashamed. For being Veteran owned I expected better and this is unacceptable and un-American. I just needed my money back. No harm no foul. After all this why would anyone consider doing business with VetComm. If you are reading this stay away from these people. And I will be reporting them to the ** as well.

  

  Business Response

  Date: 10/11/2024

  Thank you for reaching out and sharing your concerns with us. We understand that this has been a difficult time for you, and we appreciate your candid feedback regarding your experience. 
  
  At VetComm, we take all customer requests seriously and strive to provide the best service possible, especially to those we aim to support, such as our veterans. When you entered into our services, you agreed to our terms and conditions, which outline the contractual obligations that are necessary for us to begin assisting you.  
  
  Our records confirm that the educational videos have already been released and that the process has been initiated as part of our commitment to helping you. We kindly ask for your understanding and patience as we work through this process, allowing the appropriate channels for veterans to process their claims effectively. 
  
  We genuinely want to support you during this challenging time, and we encourage you to allow the process to unfold as intended. We appreciate your understanding and hope that we can work together towards a positive outcome. 
  
  If theres anything more, we can assist you with or clarify regarding your situation and the services we've begun, please let us know. We value your feedback and hope to resolve this matter amicably. 
  
  Thank you for your service and for choosing VetComm. 
  
  Warm regards, 
  
  ***** Gonzalez 
  Customer Service 
  **********************

  Customer Answer

  Date: 10/11/2024

  Well your records should show that I have not logged into or created a password to gain access to any of your content. The *** continues to represent my claims. And I absolutely do not want anything from Vetcomm. The only service I want is my money back.  At this point you have stolen $1k from me. I encourage as many Veterans to steer clear from Vetcomm. Or at least please do your research and read some reviews. 
  

  I did not take anything from you. Why do want to take my money from me? 
  

  Veterans should not be stealing from Veterans. 

  

  Business Response

  Date: 10/18/2024

  Thank you for giving VetComm the opportunity to research the comments, and act on the best interest of the Veterans.  We always do what is right for our Veterans.  One of the Reason we currently offer a guarantee.  I am happy we were able to communicate with you and provide you a solution best for all.  Thank you for your service. In the future when you need further assistance, and have more time and resources, please think of us and allow us to help. like we have help thousands of Veterans like yourself.  Have a blessed day!

  Customer Answer

  Date: 10/21/2024

  Issue the Refund

• Initial Complaint

  Date:06/14/2024

  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.

  **** contacted my father in Nov 2023 who has cancer and presented themselves as a VA rep. **** had him pay them almost 1000 dollars claiming they could get him 100 percent disbaility through the **. **** do not answer their phones, the will not return calls and they do nothing to help you. This is a complete scam just to prey on elderly individuals that are looking for help.

  

  Business Response

  Date: 09/12/2024

  So here is the timeline of our CRM Notes and situation with ******:
  
   
  
  Purchased on: 11/16/2023
  Already at 80% Rating from **
   
  
  Filed his Claim with us: November 30, 2023
  ? Post Traumatic Stress Disorder PTSD ? Hearing Loss, Left Ear
  
  ? Esophageal Condition ? Hypertension ? Lung Condition
  
  ***Next Round will file for:  Headaches
  
  ---Date: Nov 30 2023, 9:58am;  By: *******************
  
   
  
  Contacted us: Apr 15, 2024, 12:35 PM (PDT)
  ****** has been diagnosed with lung cancer and told he only has a 45% change of survival.  Has one more pending decision from VA-but does have a couple of final decisions at 10% he wants to get started on
  
  Date: Apr 15, 2024, 12:35 PM (PDT); By: *********************
  
   
  
  Contacted ******: Feb 1, 2024, 12:18 PM (PDT)
  Called him and he said he had already talked with someone and they were going to be getting the answer to something and getting back to him.
  
  He wants to cancel because hes going through too many medical appointments (radiation, etc.) and doesnt want to do this anymore
  
  Date: Feb 1, 2024, 12:18 PM (PDT); By: *********************
  
   
  
  ****** made BB Complaint:  6/15/2024 5:49:24 AM: ID#: ******** 
  ************************************************
  
  Daytime Phone: **************
  
  E-mail: ********************************
  
  **** contacted my father in Nov 2023 who has cancer and presented themselves as a VA rep. **** had him pay them almost 1000 dollars claiming they could get him 100 percent disability through the **. **** do not answer their phones, they will not return calls, and they do nothing to help you. This is a complete scam just to prey on elderly individuals that are looking for help.
  
  VETCOMM RECORDS SHOW:
  
  Phone Recordings and Email Documents were provided to ****** that we are not the VA, and waiting on the VA Appointments, Scheduling, and Decisions is out of our hands, we explained the cost from the start, and that our Terms and Conditions require ****** to complete the VA Process to qualify for the Money Back Guarantee.  Missing VA Appointments is specifically listed that the Veteran must attend the appointments as scheduled because it causes issues with the VA and getting another appointment.  There is a much longer waiting period to reschedule.
  ****** states in the call recording that he has too many VA Appointments and is going through a lot, which we do understand, but deciding to quit AFTER we have already got him a 10% increase and there are still conditions from the filed claim that are pending, is not grounds to just decide to quit and qualify for a refund after we have not completed the process per our T&Cs.
  
  Also, note that ****** continued to work with us after he filed the BBB Complaint and not that we successfully helped him get a higher disability award, we did our part, which is why this complaint should not be published against us.
  
   
  
  Contacted ******: Date: Apr 19, 2024, 1:35 PM (PDT)
  His PTSD meeting is 4 hours away, he can't get there due to his chemotherapy. I suggested that he ask the facility if there was anyone who could pick him up & take him.
  
  He is supposed to get Amazon Chime on his phone so that he can do a tele - health. He is technically challenged.
  
  Asked him if he could have his daughter or grandchildren come over to help him. He said he was going to try that as well.
  
  Date: Apr 19, 2024, 1:35 PM (PDT); By: *************************
  
   
  
  Contacted us: Aug 8, 2024, 12:40 PM (PDT)
  R/C REVIEW - The client called in on 4/15/24 saying he got approved for 10% and got 2nd letter saying, "VA still pending decision".
  
  The client says our terms say 6 months and feels no one calls him with updates, in the meantime.
  
  // CS rep ***** did a great job making the client feel happy when he was explaining lung cancer:) //
  
  Date: Aug 8, 2024, 12:40 PM (PDT); By: *************************
  

• Initial Complaint

  Date:04/13/2024

  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.

  Hired them in May 2023. ************************************************************************************** REFUND POLICY: If you do not receive at least a 10% Initial Claim or 10% Existing (80% or Less) Claim Increase rating by the VA within the six (6) months of your VETCOMM **** Services Purchase Date, we will refund 100% of your service fee.If YOUR Installment Plan is canceled due to Insufficient Funds, YOU have your Bank Deny Payment, or otherwise fail to honor YOUR Financial Obligation before our receipt of your final installment payment, and you have not returned your outstanding balance to Good Standings, the Money-Back Guarantee is VOID WITHOUT REFUND, and your account will be sent to collections.To request this GUARANTEE REFUND, you must have completed the Disability Fast-Pass Course, the Next Steps After Filing Claim: C&P Exams course, followed our Exam Preparation Advice, followed our claim filing instructions, followed the advice from our Staff, and attended your VA Compensation and Pension Examination Appointments as scheduled, and were still denied a disability rating or increase; your fees will be refunded. I have met all of the requirements they state on their website. I was instructed by the VA claim department ************ to report them to the BBB.

  

  Business Response

  Date: 04/21/2024

  We have understood the clients issues and financial hardship and refunded the entire amount of $1,067 and **** has agreed to remove the complaint.

  Please contact me directly if there are any questions concerning this matter.

  *****************************, CTO

  VETCOMM US

• Initial Complaint

  Date:04/11/2024

  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'm trying to help my elderly father apply for an VA ******* Connected Compensation Claim. I responded to a social post from VetComm.us on Instagram. I paid Vetcomm $997 for assistance with helping my father apply for benefits. my father was granted access to goldstar membership, where Vetcomm would help him apply for benefits utilizing their multidisciplinary care to complete the application, and set up an homebound evaluation assessment, then finalize and submit the application to the VA. The Nature of my dispute is that none of the mentioned above has occurred. My father and I had an initial virtual appointment with a representative to set up an ID.me account. Which I've already completed with my father. My father and I had a 2nd virtual meeting with a claims representative ******************* on 1-27-2024 who review my father's VA.gov profile (which I assisted my father with setting up, and submitting conditions for compensation prior to our meeting) and providing my father with previous decision letters from the VA. Therefore. I completed all the initial action items to support my father with his claim. I confirm with ******* (Vetcomm) on 2-27-2024 that my father was assigned to LSGS for his C&P exam, which the VA assigned to the claim. I've been communicating with LSGS. Vetcomm has had no further interactions with myself or my father. Vetcomm has not taken any action to assist my father with setting up an exam or contacting the VA. I have a email receipt from 1-5-2024 showing a proof of purchase. Please feel free to contact me at any time. I would like to request a refund based on two topics. First being that Vetcomm provided no actions on my father claim. Second being that Vetcomm.us is not a VA-recognized organization. As an organization, they are not authorized to prepare, present, and prosecute claims before the VA. Please feel free to contact me at any time.Respectfully *********************** ************ *******************

  

  Business Response

  Date: 05/03/2024

  
  
  The second complaint from *********************** Complaint #******** has been complicated because the customer purchased our services to use our expertise and file his fathers claim who has dementia, yet as he states in his complaint, he circumvents our processes with the VA by updating and filing things before our appointments and does not understand or accept the fact his interference is an issue, and that there are waiting periods for the VA to process where all we can do is wait for the VAs Decision(s) on the filed claim.
  
   
  
  If there is nothing, we can do but wait for the VA, there is nothing we can do but wait.  So, his statements that we are doing nothing at times are correct, yet it is not that we are not performing the process of our services. The point he is trying to make about us not being a VA-*********************** is true, but it is not required to help the veterans file their claims. 
  
   
  
  We provide expert advice and coaching services to help the veteran understand and navigate the VAs Systems and processes, which do not require VA Accreditation.
  
   
  
  We do not have a cancelation policy in our Terms and Conditions because we offer a Guarantee for our services with a mandatory term of a consecutive 6-month period purchased as a one-time payment, a 3-month or a 6-month INSTALLMENT PLAN.
  
   
  
  Per our Terms and Conditions, they must complete the 6-months of services, as it takes a long time to get these veterans through the VAs process and have paid their entire agreed purchased plan AND we have failed to get them an initial rating of 10% or an increased rating of at least 10% from when they signed up with us with an 80% or lower current rating.  We also do not guarantee increases from a current rating of 90%, as its extremely difficult to get veterans to 100%.

  Customer Answer

  Date: 05/15/2024

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