ComplaintsforVetLink Solutions

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started working with Vetlink Solutions in late Spring of 2022 to file for an increase for my VA benefits. I found them online. They boasted about helping you file. When I spoke to the representative on the phone for my initial call they talked about helping me call the Va to file my intent to file for increase/rebuttal. They did just that. They were on the phone with me and the VA and spoke to the VA on my behalf. After almost a year and 2 medical appointments they had my paperwork ready to be uploaded. The representative set an appointment with me and she logged into the VA site for me and uploaded my documents while I was on the phone with her. They charged me 9225 dollars for the service. I thought it was high but I didnt know I could have gotten the service free elsewhere or that they werent even legally allowed to do what they did. We used them again starting in summer of 2023. When we got notification of my husbands increase being approved by the VA we called to pay. This triggered me because they were gonna charge us over ****** but they did half the work for him then they did for me. The percentage of increase was actually half what I got and they charged him extra because he had 2 dependents. I got upset and was basically told they had to charge that because the dependents are on there and he got 100% total and permanent disability for his PTSD. I started seeing if this sounded right to others and came across an NPR article saying as of Nov 2023 the VA had sent them 2 cease and desist notices because they were accredited and couldnt legally charge us for the service to file in the first place. This made me understand why they did things for me that they didnt do for him but never told us it was because they illegally did those things for me and now the VA was on to them. I think they should be required to at the very least refund us for what I was scammed out of 9225 if not all of the *****

  

  Business response

  02/29/2024

  I reached out to the client. Still finalizing a resolution but will keep the compliant open until it has been fully resolved. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I payed my remaining balance owed of $4,266.64 on September 16th. But I was still charged $632.10 on Sunday Oct. 1st. Monday Oct. 2 I called an explained the situation an they said they could see the mistake an that I would get a refund in ***** hours. 3 days later an no refund I call to see what's going on. No one can help, they said the one person that does refunds isn't in, then that afternoon each hour or so I called an was told the whole staff was in a meeting. Fast forward about 5 days I have no refund and no one will answer my calls. This is beyond frustrating, plus if they didn't issue the refund I know they'll keep charging me the first of every month an there's nothing I can do about it. All after being proactive an paying my whole balance early.

  

  Business response

  10/17/2023

  I want to extend my sincere apologies for the recent overcharge on your transaction with our company. We have already processed a refund for the excess amount, and it should reflect in your account within the next 24 hours. To ensure the refund is processed correctly and to address any further concerns you may have, our team will follow up with you tomorrow.  We appreciate your patience and apologize for any inconvenience this may have caused.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this company in December of 2022, they told me that they would get me a disability increase through the VA by going through their doctors. In July I got my rating back and it was nothing this company did, it was from evidence I submitted on my behalf, they then contact me saying I owe them money. I told them I am not satisfied and that they didn’t do anything, they then say they will appeal it. They didn’t appeal it and then contact me a month later saying I owe them more money

  

  Business response

  10/05/2023

  First off I would like to congratulate you on your well deserved increase due to your service to our great nation. The VA will often make mistakes when moving claims from one area of the process to the other. That is what happened in your case. As you can see in the attached from your RDL the VA used the DBQ evidence you obtained from us in their decision (highlighted in yellow).  Additionally, as you can see in the second screenshot from your RDL they specifically mention your range of motion. The only evidence that would have had that information would be your DBQs (if you open the DBQs you will see your decreased range of motion specifically mentioned) as its impossible to make that conclusion from an X-Ray. 
  
  I can assure you that Vetlink would want no part in being paid for our services if the medical evidence you received from us did not result in a favorable decision. In this case there is no doubt that our evidence was used in the decision to increase your rating, and as such, our service-disabled veteran employees and doctors should be paid for a job well done.
  

   

  Customer response

  10/05/2023

  My VA records state that my back increase was due to my arthritis and the VA told me over the phone it was due to arthritis that and they found that on an X-ray that I provided 

  

  Business response

  10/18/2023

  The client was presented with ample clear and comprehensive evidence, including a detailed explanation and screenshots illustrating the use of our evidence in the decision-making process. Therefore, it is reasonable to assert that a fee for our services is justified. Furthermore, we extended additional opportunities to the client to address any misunderstandings by offering to facilitate a conversation with the VA, an extraordinary but unnecessary step that the client declined (please refer to the attached screenshot).
  
  It's important to note that the requested resolution, which involves a refund, is not applicable since the client never actually made payment for the service. We have gone to great lengths to resolve this matter. Regrettably, it appears that this client has no intention of reaching a resolution and is using this situation as a pretext to avoid fulfilling their contractual obligation to pay for the provided DBQ service, despite benefiting financially from it.

  Customer response

  10/19/2023

  The company reached out to me stating that they were going to do more and never did when I said that I was unsatisfied with what they had done for me this is the response I get… Someone who is talking about me like this because they didn’t uphold their end of the deal? When I brought up the fact they didn’t do what they said they got defensive about it, very unprofessional and I am going to do what I can to let other Veterans know what type of company this is, just a scam 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In December of 2022 I had paid for services from VetLinks Solutions. In January, February, and March I was charged by VetLinks Solutions. The company said that they promised to refund me the money but it is now July of 2023 and they are refusing to answer my calls

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In *** of 2022 I started working with VetLink to increase my VA disability %. Things went well for about a month. All documentation I was asked of was provided and we made a call to the VA to start the claims process. The next 3 months I heard nothing from any representative. After many phone calls and complaints I finally received information and was scheduled for doctors visits. Once those were complete there were no communication again. After another month or two I started seeking more information. I was finally told the claim was complete and ready to file. In October of 22 the claim went to be filed by **** associate as my case manager was on vacation and the *** date from the call in *** was not listed. I asked several times about this and was told we will still file and dispute the date later. In November my claim was denied by the VA. A review was filed in January and it was finally increased by the VA but only back to October. Now VetLink tells me they wont help dispute the *** date which is costing me $14,000 dollars in back pay. VetLink is actively seeking collections of their $10,000 in services still and is refusing to give documentation of the *** date in *** for me to file. *************************** became very aggressive on the last call when I was simply asking for documentation to present to the VA to get the *** back issue resolved.

  

  Business response

  08/04/2023

  We spoke to the customer and provided them with the information they requested.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am a disabled veteran with limited financial knowledge. On May 1st, 2023, I reached out to this company for a free consultation and within a couple of calls they had me signing a contract agreeing to their service. After further thought I decided to call and cancel the services as I rather take the aid of a local organization that assist veterans like myself to increase their disability rating. The company agreed to send me a confirmation of cancelation on Tuesday May 2nd. As of today I have not received the confirmation and the organization wont work with me unless I have it. They wont reply my emails or pick up the only number available to reach them.

  

  Business response

  05/03/2023

  Thank you for bringing your concerns to our attention. We understand that you have requested a cancellation of our services and are now requesting confirmation of that cancellation. It looks like our team actually spoke with you on a number of occasions including today. 
  
  Our contract with you is contingency-based and payment is contingent upon providing you with disability questionnaire services. These services have not been rendered. As such, you are no longer bound to the contract if you are choosing not to continue.
  
  We apologize for any confusion or inconvenience this may have caused. We understand that you are working with another organization to increase your disability rating and we want to ensure that there are no further delays in that process. Please accept the correspondence as confirmation of your cancellation. 

  We wish you well on your journey to receive what you are medically and ethically due from your service to our great nation.
  
  Thank you for your understanding and please let us know if you have any further questions or concerns.

  Customer response

  05/03/2023

  
  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

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company misrepresented the extent of the "services" provided and claims their 2 phone calls and 1 doctor's visit is equivalent to over $10,000 in "fees" for their "services". This company is fraudulent, predatory, and outrageous.

  

  Business response

  02/02/2023

  We want Veterans to be ecstatic after utilizing our services and I am saddened that you feel as though you are being treated unfairly.
  
  Our fee has always been 5 times what your monthly compensation was before Vetlink, to what your current monthly compensation is after utilizing Vetlink. This is listed clearly and distinctly in the contract that you signed.
  
  I ask that you please put the following in perspective when it comes to judging whether the hard work of my team, who communicated with you dozens of times throughout the 9 months we worked on your claim, and the doctors you saw, free of charge up to this point, was unfair: 
  

  You received or are set to receive... 
  
  More than $14,000+ in backpay (tax-free)
  $2,030.28 additional compensation per month for the rest of your life (tax-free)
  Free Medical/Dental for the rest of your life
  State Property Tax Waiver
  State Income Tax Exemption
  Education Assistance (Chapter 35)
  Student Loan Forgiveness.
  Service-Disabled *********************** Waiver
  100's of other additional federal and state benefits. 
  

  It is my sincere hope that when you view this in the context of the totality of your compensation and benefits that this start to feel a bit less unfair.
  
  We are a service-disabled veteran owned company that is staffed by mostly disabled veterans. To call us fraudulent, predatory, and outrageous is just not being honorable about the level of compensation and benefits you now receive because of our services. Its OK to be upset about the fee, but to imply you were wronged in someway is really unfortunate. 

   

  Customer response

  02/03/2023

  
  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

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted with Vetlink Solutions to help me increase my VA percentage claim. While the end goal to increase my percentage was met (40% to 80%) the way they went about getting there was a little disheartening. I wasn't told all the information about certain things during the process. I emailed them twice asking what rating they were trying to increase me too. I was told over the phone and in a email that it was 100%. Come to find out after I got my increase to 80%, it said in my file they were shooting for 90%. I was told that my case would go to their appeals team and not to do anything. I then received a call from their finance ***** asking me to pay them so they could close out my file. I told the lady that I was going through their appeals team and was told to wait. I then got a call from the "finance manager" *************************** accusing me of refusing to pay. I told him that was not true and I was supposed to be going through the appeals team. He told me, "Deal with me from now on, I'll figure out what's going on and get back with you. He never got back with me, instead ********** same lady call me again and ask for payment to close out my file. BY this time I was upset and called them and of course was transferred to **** again. He proceeded to tell me that based on my decision letter I wasn't eligible for an appeal (I wasn't aware that the "finance manager" was also the appeal lawyer). After arguing with him he told me, "well we did our job, and you need to pay us". I was done at that point and said. "fine, how much do I owe"? He told me ******* but if I paid in full I would receive a 10% discount. I did pay in full, but the amount didn't seem right. I emailed him 3 times asking for a breakdown of the charges. He told me they don't do that. I emailed him evidence that I was overcharged ****** based on them using the wrong numbers (if they would have provided a breakdown of the charges in the beginning this would have been avoided. I'm still waiting for my money

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 6, 2022, I paid my balance in full to VetLink Solutions for the services provided. I was originally on an autopay plan so I asked to be removed while also paying my debt in full. On June 1, I was auto debited again for a payment in the amount of $363.39. As soon as I noticed, I contacted VetLink Solutions to make them aware that I was not removed from the auto pay and that I was charged again. They effectively removed me from autopay but I have not been refunded. I do not know that amount of times that I have called but I have spoken with at least 4 different employees from the **************** Team. Each time I called, they would make a note in their system. The last time I spoke with the finance department, they informed me that my request was processed and it has to be sent up for approval. It is now August and I am concerned that they do not intend to refund me or that it is not a priority and it will be forgotten. I would only like to be refunded the amount of $363.39.

  

  Business response

  08/16/2022

  Ms. ******* was mailed a refund check on Monday August 15th for $500.00. We included the additional amount as an apology for the poor service she received and for having to wait longer than usual for a resolution. We will follow up with ****************** later in the week to make sure she received the check. 

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Vetlink Solutions regarding my va disability and sought to get assistance to increase my disability rating. I was contacted daily regarding their assistance but once i sent a authorization to do a DBQ they said they would call back to confirm the information with the VA and after 5 calls, numerous emails and text no one is answering my request to cancel this assistance request and halt further dealings with Vetlink solutions.

  

  Business response

  04/15/2022

  **************** informed us he no longer wished to utilize our services on the April 11th 2022. He called his rep 3 times, on the same day, who happened to be out of the office  The rep returned his call on the 12th and his data was removed from our systems that same day. Please let us know if we can do anything else to resolve **************** concerns.

*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. ↩