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:04/09/2025

  Type:Service or Repair 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.

  Approximately March of ******************************** Guardian to help with a VA DI claim, took 3 years (Mar 2022-April 2025) to close, which is why the delay in my writing. Please also note that I did reach out to the company directly to try to resolve but was not offered any support. Below is a summary of my issue/concerns: I do not feel that I received the services that I was promised. I was told that I would have experienced experts working with me and fighting for me. This was not the case, I had to rewrite every document they sent me, as it was not well written. They asked me to call when I had an appointment so they could walk me through the process prior to my appointment and the call was a waste of time, absolutely no support or direction provided, I actually guided them through the call and they repeated what I said. Additionally, in my appeal document submitted in 2024 they left out the most important items, my whole case would have been thrown out had I not identified this critical error. When I called it out to them, and once again rewrote another document for them, they were very appreciative and thanked me. Other than this company providing me the form and filling out the basics of the form for me, and then having me rewrite it (repeatedly) I did not receive the services that were promised me. I did reach out to them directly and shared my concern they said is that they would share my concerns and I never received any follow up from them. I have just now received my rating from the VA (3 year process) and received very little support from VA Guardian. While I understand I committed to paying them their fee, I do not feel that they earned it, I would like a new fee assessed based on the fact that they did not fulfill their end of the deal. I am willing to pay them, just need it reevaluated due to issues experienced. They have good intentions, just not a service I would pay for or recommend in the future...def a ****** learned.

  

  Business Response

  Date: 04/11/2025

  Were glad we were able to connect with you by phone today and reach a mutually agreeable resolution to your concerns. While were pleased that your claim was ultimately successful, were disappointed to hear that you felt unsupported during the process. Our goal is always to serve as strong advocates and expert guides for our clients, and were sorry to learn that we fell short of your expectations. Were glad we were able to find a solution today, and we appreciate your agreement to close out this complaint accordingly.

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would also like to add that I felt they were very quick to respond, and not only did they settle my concerns to my satisfaction, but after speaking with them, I do feel that there may have been communication issues on both sides, and appreciate their willingness to resolve.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/13/2025

  Type:Order 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 applied to get help with my va claim. The person assigned to me a ***** ****** has failed on every level. He has never not one time read the emails I have sent to him. He continuously sends me generic emails. I want someone who is actually going to pay attention to y case. If this cant be done DROP ME as a client.

  

  Business Response

  Date: 01/13/2025

  We are truly sorry to hear about your negative experience with our service. Providing clear communication and step-by-step guidance is a top priority for us, and we absolutely regret if we fell short or if there was any miscommunication.
  To address your concerns, we will reassign your case to a new representative who will be reaching out today to assist you in restarting the process with us. Upon reviewing your file, we noted that ***** made several attempts to contact you but was unable to proceed due to missing documents - which resulted in some automated reminder emails. Our goal is to provide veterans with tailored support, and while our automated emails aim to streamline the claims journey, we certainly didn't mean for them to feel impersonal or unhelpful. We sincerely hope to regain your trust and would be grateful if you would consider amending your review in the future. We look forward to speaking with you today and addressing any remaining concerns. Thank you for giving us the opportunity to make things right.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22802995
  
  I am rejecting this response because:
  The fact that you are lying and making excuses for ******* failure is unacceptable
  Sincerely,
  
  *********** ******

  

  Business Response

  Date: 01/14/2025

  Your complaint alleging that our team did not contact or communicate with you is grossly inaccurate and offensive. As a veteran-operated company, we take great pride in providing a top-tier experience and have gone above and beyond in our efforts to assist you since you initially reached out to us for help.  We've made every effort to try to support you over the last 9 months. Below is a detailed log of our documented attempts to contact you:

  
  April 3, 2024, at 10:02 AM
  April 3, 2024, at 10:03 AM
  April 4, 2024, at 12:29 PM
  April 5, 2024, at 10:16 AM
  August 19, 2024, at 4:26 PM
  August 20, 2024, at 1:16 PM
  October 16, 2024, at 4:21:54 PM
  November 25, 2024, at 8:34:06 AM
  November 25, 2024, at 8:35:09 AM
  December 2, 2024, at 11:18:39 AM
  December 2, 2024, at 11:19:00 AM
  December 13, 2024, at 3:16:24 PM
  December 13, 2024, at 3:17:21 PM
  January 13, 2025, at 5:21:47 PM
  January 13, 2025, at 5:23:18 PM
  January 13, 2025, at 5:24:20 PM

  Additionally, we have a long history of SMS text messages with our representatives attempting to schedule calls at your convenience and to follow up with you. Coupled with the nearly 30+ follow up emails you received, your accusations that our team and your representative ***** failed to assist you are absolutely incorrect. Since you initially reached out to us in April 2024, multiple team members have attempted to assist you - you were unresponsive throughout this time. Without your active professional participation we could not move your file forward. Furthermore, there is a documented text history of profanity towards at our team. Despite your inappropriate behavior, we continued to try to help you with your VA Rating.

  On January 13, 2025, our management team reached out to discuss this BBB complaint and concerns directly. Unfortunately, during this call, you were combative, used profanity, and were unwilling to engage in a productive discussion. The conversation ended when you abruptly hung up on us, and our subsequent attempts to reconnect were unsuccessful.  It is clear that you are not genuinely interested in our help, and yet accuse us of being unhelpful. 

  Given this pattern of behavior, we have determined that we are not an appropriate fit for your needs. As a result, we have permanently closed your file.
  We regret that we could not assist you, but mutual respect and constructive communication are essential to any working relationship. We wish you the best in finding a service provider better suited to your expectations.

   

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22802995
  
  I am rejecting this response because:

  whats offensive is this bs. He did not try to reach me at all those times that is ********. Drop me as a client I will go with someone else. You should be ASHAMED
  
  Sincerely,
  
  *********** ******