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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On March of 2022, I contacted the Vet Support Center (***) to assist my sister and I in filing for the Aid and Attendance benefit for my mother who is a Korean war era Army Veteran. I had filed the intent to file for this benefit in Mar of 2021, but because my mother's health was up and down throughout the year, we hadn't filed as yet. We knew we only had a couple weeks to get the packet in to the VA. When we called the Vet Support Center, they said they could assist for $2495.00. I didn't know any better and paid the money up front with my credit card (attached receipt). The packet was filed with the VA on March 21, 2022. ***** at the **** indicated that we would not be hearing from her again, but that not to worry, they would follow up with the VA. I reached out to them on average a couple times over the next couple months, only to be told it is pending at the VA, and they said it was expedited due to her age. On June 12 2022, my mother passed away. After a couple weeks, I called the *** to inform them, they expressed condolences, and when I asked for a refund the answer was an emphatic "NO". I then reached out to the VA ****** in PA, where I was seeking assistance on another matter for my deceased mother, I explained what we had gone through in trying to get my mother's Veteran Benefits is when I was told that what the *** did was illegal. That *******************************, an accredited VA agent, and the president of the *** is not authorized to charge money to assist in preparation of claims for benefits. Once I learned this I sent an email to ***** with what I had learned and again asked for my refund, he said he would only talk to my sister (my mother's legal guardian). He offered to refund $1400, we said no, that we wanted the full refund. What followed was ***** sending us a settlement agreement to sign in order to have the refund processed (attached). I have complaints filed with the ******* ******* Trade Commision, USAA and have an attorney reviewing.
Business response
09/09/2022
To Whom it may concern, This client contacted us 2 weeks before their intent to file was going to expire and asked us if we could help them expedite their Mom's benefits. They hired us understanding we where a consultant service company and helped them gather the required documents and reviewed their mothers financials and help them complete all task required to meet the 2 weeks, also letting them understand that it could take 3 to 6 months for a result. We disclosed our consulting fee is earned upfront and we do not provide refunds upon death even put that in writing on their invoice. We understand how upsetting it is to lose a loved one and we regret if this has caused them anguish and we extend our condolences.Customer response
10/03/2022
Sir/Ma'am, your communication went to my spam folder and I am just receiving and reviewed the business response.
I am not satisfied, as his response includes some fraudulent information, such as the mention of an invoice with their no refund policy. My family and I were never given or signed any type of invoice. I only received a receipt. I can provide a copy of this if requested.
In addition, we didn't receive or request consultation for long term care, as we did not need this. The only thing this company did was to assist with filing my mother's Vet benefit, for which they charged and took from my credit card $2495, in doing so, they broke the law.
Customer response
10/03/2022
Complaint: ********
I am rejecting this response because:Sir/Ma'am, your communication went to my spam folder and I am just receiving and reviewed the business response.
I am not satisfied, as his response includes some fraudulent information, such as the mention of an invoice with their no refund policy. My family and I were never given or signed any type of invoice. I only received a receipt. I can provide a copy of this if requested.
In addition, we didn't receive or request consultation for long term care, as we did not need this. The only thing this company did was to assist with filing my mother's Vet benefit, for which they charged and took from my credit card $2495, in doing so, they broke the law.
Sincerely,
***********************Customer response
10/03/2022
Ma'am, per our phone conversation yesterday, your communication went to my spam folder and I am just receiving and reviewed the business (Veteran Support Center) response.
I am not satisfied with the Veteran Support Center's response. ******************************* of the Veterans Support Center response includes fraudulent information, such as the mention of an invoice with their no refund policy. My family and I were never given or signed any type of invoice or contract. When ******************************* sent us a copy of this invoice it was after I had paid the fee and after my mother had passed, the invoice was a blank copy as a sample. We have all emails and voicemails documenting the communications. In addition, phone records will show who was involved throughout this transaction.
Further, we didn't receive or request consultation for long term care, as we did not need this. The only thing this company did was to assist with filing my mother's Veteran benefit (Aid and Attendance), for which they charged me $2495, in doing so, they broke the law. Per the VA, no one can charge or financially gain for providing assistance to veterans to file a claim. In actuality, the only time a fee may be charged is after a claim for benefits has been denied.
Please ensure this complaint is registered on this business BBB page, it is understandable that the Veteran Support Center is not an accredited business, this complaint should stand as a testament to their practices as they will continue to practice unlawful representation taking advantage of our country's older veterans.
There is no response from the Veteran Support Center that will satisfy this complaint except an admission of questionable business practices by ************************ and/or his associates, an apology, and a full refund. Anything less is unacceptable.
Thankyou.
Business response
10/19/2022
I have provide a refund that was not due.Customer response
10/19/2022
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.
Sincerely,
***********************
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