Complaints

This profile includes complaints for Trajector Medical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trajector Medical

  5950 NW 1st Pl Ste 201 Gainesville, FL 32607-6065

  
• 

  Trajector Medical

  5950 NW 1st Pl Ste 200 Gainesville, FL 32607-6065

  
• 

  Trajector Medical

  5950 NW 1st Pl Ste 201 Gainesville, FL 32607-6065

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:12/26/2024

  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 got Very little support from this company. They called at odd hours and I couldnt understand the person calling in most instances. Their idea of help is sending videos to watch that provided information that I consider common sense.I paid roughly $7000. For essentially nothing.

  

  Business Response

  Date: 12/30/2024

  Dear *******,
  We sincerely regret learning about your dissatisfaction with our services. Please know that we take your feedback seriously and are deeply committed to addressing any concerns that arise. We apologize for any negative experiences you may have had regarding your invoice and the subsequent filing of a complaint with the Better Business Bureau. Additionally, we regret any misunderstandings or negative feelings you may have regarding our diverse team or the communication challenges you encountered, which left you feeling unsupported.

  We understand the importance of resolving issues promptly and transparently. Our escalations team made efforts to contact you to better understand and address your concerns. Unfortunately, despite their attempts, they were unable to reach you directly. Nevertheless, our team took proactive steps to assess and resolve the matter to the best of their ability. While we would have greatly valued the opportunity to discuss your concerns with you in greater detail, we have proceeded with processing your account for closeout to ensure no further issues arise. Please be assured that you will not receive additional communications from us moving forward.

  Respectfully,
  Trajector Medical
  

  Customer Answer

  Date: 01/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22732500

  I am rejecting this response because: A voice message was left for me to call back. I did and in usual fashion I sat on hold for a Very long time. I finally gave up and hung up. Same level of service from this callback as I have dealt with the entire time I have used this Very expensive service.

  Regards,

  ******* *****

  

  Business Response

  Date: 01/09/2025

  
  Dear *******,
  We regret to hear that you are dissatisfied with our services and that our previous response did not meet your expectations. We sincerely apologize for the communication challenges you encountered with our team and for any feelings of lack of support you may have experienced.

  We understand the importance of resolving issues promptly. As part of our efforts, our escalations team attempted to contact you to address your concerns. Unfortunately, according to our records, they were unable to connect with you directly. Despite this, they took proactive measures to address your concerns to the best of their ability.

  While we value the opportunity to engage with you directly to better understand and resolve your concerns, we have taken the necessary steps to process the closeout of your account to prevent any further complications. As a result, you will not receive any additional communications from us.

  Respectfully,
  Trajector Medical

• Initial Complaint

  Date:12/26/2024

  Type:Customer Service 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 April 2024, I began using Trajector Medical to assist with my VA claim. During the initial interview process, they created the impression that they could help me secure ratings for a wide range of issues. However, my experience with them has been overwhelmingly negative.The first red flag appeared when they submitted the documents for my new and supplemental claims. It was clear to anyone reading them that the information was not tailored to me as an individual. I was shocked by the poor grammar and lack of attention to detail in the submissionssomething I would never have submitted on my own. Despite raising these concerns, nothing was corrected. Critical information, such as my personal history and relevant details, were left out entirely.Their customer service has been equally frustrating. Many representatives are difficult to understand, and they often fail to comprehend the issues Im trying to explain. Most of my complaints have been dismissed or ignored outright. Trajector Medical has provided no meaningful assistance, yet they still expect to profit if I secure a disability ********* is tragic that companies like Trajector Medical are allowed to exploit Veterans in this way, reaping financial benefits from the disability claims process while providing substandard service. Veterans deserve better than this.

  Customer Answer

  Date: 01/09/2025

  Trajector contacted me to discuss my concerns.  They acknowledged my complaint and apologized for the miscommunication, and frustration they caused.  They have closed my account.  

  

  Business Response

  Date: 01/10/2025

  
  
  Dear ******,  
  
  We sincerely regret learning that you were dissatisfied with your experience with Trajector Medical. Please accept our apologies for any frustration or negative feelings that may have contributed to your decision to file a complaint with the Better Business Bureau (BBB). We deeply value your feedback and understand the importance of addressing your concerns thoroughly.  
  
  We acknowledge that there may have been communication challenges with our diverse team and potential misunderstandings regarding the medical evidence provided to you. For any confusion or inconvenience this may have caused, we extend our sincere apologies.  
  
  In response to your concerns, our escalations team promptly reached out to you to work toward a resolution. According to our records, they successfully connected with you to address your questions and resolve the matter to your satisfaction.  
  
  Following these discussions, we have updated your account with detailed notes summarizing the conversations and actions taken. Additionally, we have initiated the closeout process for your account. Once the closeout is complete, you will receive a formal closing letter for your records. At that point, you will no longer receive communications from us.  
  
  Respectfully,  
  Trajector Medical
  

• Initial Complaint

  Date:12/26/2024

  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 was unaware this company charged money to help get veterans benefits for injuries sustained while serving in the military. I have had no income since 2010 and the small benefit I receive through the VA is not enough to live on let along pay for their bill- which is 5x my increase. I requested them cancel the contract with them but they are looking for money that I don't have. They are not willing to work with me at all. When the supposed contract was signed, I was not in a frame of mind to justly sign the contract as I was hospitalized shortly after. I worked with a *** who got me my benefits after the fact for free, the same as they are trying to charge me for. I want the contract cancelled and no contact with me or my medical records.

  

  Business Response

  Date: 01/14/2025

  Dear ****,
  We sincerely regret to learn that you are dissatisfied with our services and feel that we have not adequately supported you. It is concerning to hear that the invoice we issued may have led to the perception of unfair treatment, which in turn appears to have contributed to your complaint with the Better Business Bureau (BBB).

  We truly value every opportunity to address and resolve any concerns our clients have, and we would have appreciated the chance to work with you to settle this matter amicably. However, it seems that we were not given that opportunity. Despite multiple efforts by our escalation team to resolve the issue, they have unfortunately been unable to reach you. Our records indicate that numerous attempts were made to contact you, including phone calls, emails, and SMS messages, but regrettably, we have not received any response.

  Given that this issue remains unresolved, your account will continue to be active with our team for the time being. However, the lack of communication from your side has made it challenging for us to reach a resolution. If you are open to discussing this matter and working toward a solution, we encourage you to get in touch with us at your earliest convenience.
  

  Sincerely,
  Trajector Medical

  Customer Answer

  Date: 01/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22727661

  I am rejecting this response because: we have attempted to resolve this on the phone prior and were unable to. You wanted payment from a man who receives $175/mo and has no other income before you would do anything. Why should we continue to have conversations with you when you are not willing to actually resolve anything? We asked to pull any authorizations we gave, and once again you were not able to do this on the phone until you receive payment. We have notified the VA system and were notified this was what they consider a scam as they provide these services for free. We are now working with them to pursue this on their end to discontinue any relay of medical knowledge or future decisions as you are unwilling to resolve. 

  Once again, we ask you zero the account balance, close the account and cease contact. 

  Regards,

  ***** *********

  

  Business Response

  Date: 01/16/2025

  Dear Mr. **************** regret to learn of your dissatisfaction with our services and sincerely apologize for any frustration or inconvenience you have experienced. It is our goal to address all client concerns in a timely and effective manner, and we regret that your expectations were not met in this instance. We understand your reluctance to engage further with us due to concerns related to your invoice and financial situation. While we empathize with the challenges you may be facing, we believe it is important to clarify a few points for transparency.

  First, our records indicate that you chose to proceed with our services despite the availability of free alternatives. The terms and conditions, including the associated costs, were clearly outlined in the contract that you reviewed, acknowledged, and signed prior to the commencement of any services. By signing this agreement, you confirmed your understanding and acceptance of these terms.
  Second, while we understand that you have reached out to the Better Business Bureau (BBB), it is important to note that the BBB functions primarily as a platform for reviews and does not have the authority to resolve contractual or financial disputes. To address your concerns effectively, it is essential that you communicate directly with us.

  At this time, your account remains unresolved and has been referred to our finance team due to an outstanding balance. Our Escalations Team has made multiple attempts to contact you, but unfortunately, these efforts have been unsuccessful due to a lack of response.

  We strongly encourage you to reach out to us at your earliest convenience to discuss a resolution. Our goal is to work collaboratively with you to find a solution that is mutually agreeable and ensures a satisfactory conclusion.

  Respectfully,
  Trajector Medical

• Initial Complaint

  Date:12/16/2024

  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 contacted Trajector Medical to help with my VA claim. They offered professional & personalized services, medical evidence development. They did none of this. They only type up a report using my information.1st red flag was the interview staff unaware of basic med terms. The only services they provided were scripted phone calls. Once the paperwork was typed the staff member declined my request for adequate time to review; he was very rushed & insisted it was not necessary. I would have made corrections. I then received a letter from the ** stating the claim was closed without exam & all information submitted used for backfill information only. The ** stated that there was no change to my disability rating. I immediately contacted Trajector and requested an urgent call back. It took them a week to respond; I was told they had no idea what to do next. I then got a last minute appt for a VA exam (after claim closed). I requested a call back for review prior to exam. I spoke with staff that was very rude & dismissed my request. Afterwards I got a call, but it was an internal QA call with a scripted survey not for assistance.The VA exam left me very concerned & with many questions. I called Trajector for help.Since my VA exam this company has GHOSTED ME and they have offered no calls, no e-mails and NO ASSITANCE. I have learned that they are NOT ACREDITTED, making it possible for them to exploit money from myself & other veterans. I feel that I have done more than due diligence, while this company has ignored and dismissed every request I have made. As stated, I am currently being ghosted by them: this has gone on over five weeks after requesting urgent assistance. That alone should terminate their service. They have provided no qualifying assistance to justify keeping my account open or charging me for non-existent services. THIS COMPANY IS A TOTAL SCAM.

  

  Business Response

  Date: 12/19/2024

  Dear ***,
  We are genuinely sorry to hear about your dissatisfaction with our services and any communication breakdown that may have occurred. Please accept our sincerest apologies for the inconvenience and frustration caused by your questions or concerns not being fully addressed regarding the supporting documentation provided for your claims. We regret that this situation prompted you to file a complaint with the Better Business Bureau (BBB).
  Resolving this matter is a priority for us, and as such, our escalations team reached out to you promptly to address your concerns. Based on our records, they successfully connected with you to discuss the situation and provide clarification. We are pleased to note that the team was able to answer your questions and resolve the issues you raised.

  Following these communications, your account has been updated with comprehensive notes detailing the recent interactions with our team. Should you have any further questions or experience additional concerns, please do not hesitate to reach out to us directly. Your cooperation and the opportunity to resolve this matter are greatly appreciated. Thank you for allowing us to address your concerns and work toward ensuring a more positive experience in the future.

  Respectfully,
  Trajector Medical

  Customer Answer

  Date: 12/23/2024

  
  After contacting the BBB, I received 3 calls in less than a week following a dearth of communication. The agent I spoke with was friendly and stated that they would make adjustments as needed to my case (no specifics given).
  Please note: as stated this unfortunately is a NON-accredited company. Per Federal Regulation CFR 38 {{ Only accredited agents and attorneys may receive fees from claimants or appellants for their services provided in connection with representation. Fees which do not exceed 20 percent of any past-due benefits awarded as defined in paragraph (h)(3) of this section shall be presumed to be reasonable if the agent or attorney provided representation that continued through the date of the decision awarding benefits. Fees which exceed 33 1/3 percent of any past-due benefits awarded shall be presumed to be unreasonable}}
  Due to their performance to this point, I do not feel comfortable closing this case until they have actually accomplished making an adjustment to their service fees.

  

  Business Response

  Date: 12/26/2024

  Hello, ***. Thank you for taking the time to provide your feedback. We understand your concerns, deeply regret any frustrations youve experienced, and apologize for them. We want to assure you that your case is under review, and we will work diligently to address the issues youve raised. Our escalations team will reach out promptly to discuss your case in detail and clarify any outstanding matters. We value your trust and are committed to resolving your concerns to your satisfaction. Thank you for bringing this to our attention and giving us the opportunity to make things right."
  
  Respectfully,
  Trajector Medical

  Customer Answer

  Date: 12/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22691629

  I am rejecting this response because: WAITING for resolution to be completed

  Regards,

  *** ****

  

  Business Response

  Date: 01/09/2025

  Dear ***,
  We are genuinely sorry to hear that you remain dissatisfied and have rejected our previous response. Please accept our sincere apologies for any miscommunication that may have occurred with our staff regarding your invoice or account during your interactions with our Escalations team.

  Our records indicate that the Escalations team successfully reached out to discuss your concerns. We hope their efforts helped address the issues you raised. Following these recent communications, we have updated your account with all relevant details, including the updates to your invoice. According to our records, a closing letter will be issued to you shortly, and your account is currently being finalized for closure in our systems. Once this process is complete, you will not receive further communications from us.
  
  Respectfully,
  Trajector Medical

  Customer Answer

  Date: 01/12/2025

    As previously stated when I had questions or asked for assistance this company ignored and even ghosted me. BUT when they wanted info on VA claim decision = money for them, they were calling daily (even multiple times a day).
    The escalation team member was friendly and helpful within his limits; so the case has finally been closed.
  
  THEY ARE A NON-ACCREDITED *** Per Federal Regulation CFR 38 {{ Only accredited agents and attorneys may receive fees from claimants or appellants for their services provided in connection with representation. Fees which do not exceed 20 percent of any past-due benefits awarded as defined in paragraph (h)(3) of this section shall be presumed to be reasonable if the agent or attorney provided representation that continued through the date of the decision awarding benefits. Fees which exceed 33 1/3 percent of any past-due benefits awarded shall be presumed to be unreasonable}}
  Per regs a reasonable fee would have been approx.: $3300
   Maximum allowed by law would be approx.: $5500
  MY ADJUSTED FEE was $9500
    Be aware that there is current legislation in the works aimed at protecting Veterans benefits from predatory claim sharks: Hopefully this will pass to protect others, even though myself and others were not.
  

• Initial Complaint

  Date:12/12/2024

  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 am filing a formal complaint against Trajector Medical for their failure to honor my request to terminate my relationship with their company, as well as for other concerning practices.Failure to Terminate Relationship: I explicitly requested to terminate my relationship with Trajector Medical, but my request was not respected. Despite multiple attempts to end the agreement, they continued to contact me and failed to acknowledge my decision.Misrepresentation of Services: When I initially engaged with Trajector Medical, I was assured I would receive specific support and guidance throughout the VA claims process. However, their services fell far short of these promises. I was left to complete much of the work on my own, including gathering documentation and scheduling additional appointments.Unauthorized Access to Records: I am deeply concerned about how Trajector Medical obtained information regarding my VA disability rating. I did not grant permission for access to my records, and I believe this warrants investigation.I am requesting the BBBs assistance in resolving this matter. Specifically, I ask that:Trajector Medical immediately terminate my relationship with their company as per my request.They cease any further contact with me.An investigation into their business practices be conducted, especially concerning the potential unauthorized access to my personal records.I appreciate your attention to this matter and look forward to a resolution.

  

  Business Response

  Date: 12/19/2024

  Dear ******** ,
  We sincerely regret to hear about your dissatisfaction with our services and apologize for any challenges you encountered in addressing your questions or concerns regarding your account and closeout request. We understand your decision to file a complaint with the BBB and would like to address your concerns comprehensively.

  
  Firstly, while the BBB serves as a review platform, it does not hold the authority to investigate companies or enforce resolutions. For this reason, we encourage you to contact us directly to address your concerns effectively.
  Secondly, regarding your VA rating and permissions, you authorized us to access specific information as outlined in the agreement you signed. For your reference, the relevant section states:

  
  Trajector Medical and our affiliates may stand in your place as your limited proxy and utilize your personally identifying information (PII) and protected health information (PHI) to access, obtain, and review information relating to your military service, military medical information, private medical information, and any VA or Social Security medical and disability benefits data reporting systems. This Limited Proxy Agreement is restricted to read-only access and does not extend to any decision-making authority on your behalf, nor does it authorize us to make any changes to your records. Please consult our Notice of Privacy Practices for a full description of how we secure, use, and access your PHI.
  

  Our escalations team has made multiple attempts to reach you to resolve this matter. Unfortunately, those attempts have been unsuccessful due to a lack of response. At this time, your concerns and account remain unresolved.
  We remain committed to assisting you and encourage you to contact us directly to work toward a resolution.

  
  Respectfully,
  Trajector Medical

  Customer Answer

  Date: 01/02/2025

  Please do not close this case. I did not know I received an email waiting for a response. In response to Trajector:

  To Whom It May Concern,
  Thank you for your response. However, I must address several inaccuracies and concerns regarding your claims and actions.
  Unauthorized Access to My VA Account:
  While you referenced a Limited Proxy Agreement, I have explicitly revoked any authorization for your company to access my information. I contacted the ** directly, and they confirmed that there is no record of anyone being authorized on my account. This indicates that any retrieval of information you claim to have conducted is unauthorized and, therefore, illegal.
  Privacy Violations:
  If you have accessed my Personally Identifiable Information (PII) or Protected Health Information (PHI) without my explicit consent, you have violated privacy laws, including but not limited to the **************** Portability and Accountability Act (HIPAA). Your actions also conflict with the terms outlined in your agreement, which I no longer consent to.
  Failure to Resolve My Concerns:
  Your claim that I have been unresponsive is inaccurate. I have made repeated attempts to express my concerns and resolve this matter but have not received satisfactory responses. This is precisely why I escalated my complaint to the Better Business Bureau.
  Continued Unauthorized Activities:
  Despite my clear communication that I do not authorize your access to my VA or medical information, your company appears to be continuing these activities. I demand an immediate explanation of how and why this is occurring without proper authorization.
  Next Steps:
  To resolve this matter:
  Immediately cease and desist all unauthorized access to my VA account and personal information.
  Provide a detailed account of any access or activity involving my PII and PHI, including dates, times, and the specific information retrieved.
  Confirm in writing that no further access will be made without my explicit, renewed consent.
  If these demands are not met promptly, I will have no choice but to escalate this matter further, including filing complaints with relevant regulatory agencies such as the Department of Veterans Affairs, the ************************ (***), and the *********************** (***) under the *************** of Health and Human Services.
  I look forward to your immediate and transparent response.
  Sincerely,
  ******** ******
  

  

  Business Response

  Date: 01/09/2025

  Dear ********,

  We are sorry to hear that our previous response did not meet your expectations and that you remain dissatisfied. Your decision to file a complaint with external entities is certainly within your rights, but we would like to take this opportunity to address your concerns comprehensively once more.

  Unauthorized Access to Your VA Account:
  You stated that:
  "While you referenced a Limited Proxy Agreement, I have explicitly revoked any authorization for your company to access my information. I contacted the ** directly, and they confirmed that there is no record of anyone being authorized on my account. This indicates that any retrieval of information you claim to have conducted is unauthorized and, therefore, illegal."

  This statement is not accurate. To clarify, we are neither capable of nor authorized to access your VA account directly. ******************** is not a legal entity with such permissions, and we categorically deny any unauthorized access to your account. As a result, there would be no record at the VA of such activities because they have not occurred.

  Privacy Concerns:
  You also mentioned:
  "If you have accessed my Personally Identifiable Information (PII) or Protected Health Information (PHI) without my explicit consent, you have violated privacy laws, including but not limited to the **************** Portability and Accountability Act (HIPAA). Your actions also conflict with the terms outlined in your agreement, which I no longer consent to." To address this, as outlined in your signed agreement, you initially authorized us to access specific information to assist with your case. For your reference, the relevant section of the agreement states:
  "Trajector Medical and our affiliates may stand in your place as your limited proxy and utilize your Personally Identifiable Information (PII) and Protected Health Information (PHI) to access, obtain, and review information relating to your military service, medical records, and benefits data. This Limited Proxy Agreement is restricted to read-only access and does not extend to any decision-making authority or permission to alter your records. Please consult our Notice of Privacy Practices for further details."

  While we understand that you no longer wish to engage with our services, the contract remains valid until your account is officially closed in our systems. Simply withdrawing consent does not retroactively void the terms of the agreement.
  Efforts to Resolve the Issue:
  We have made multiple attempts to reach you to discuss and resolve this matter, including emails, phone calls, and SMS messages. Unfortunately, the phone number on file appears to be disconnected, and our escalation team has not received any responses to their emails.

  Regarding your claim that the invoice is invalid, we have not yet received any supporting evidence from you to substantiate this. As such, your account has been placed with our retention holding team due to the outstanding invoice.
  We remain committed to addressing your concerns in good faith and encourage you to provide any additional information or documentation to help resolve this matter.
  Sincerely,
  Trajector Medical

• Initial Complaint

  Date:12/09/2024

  Type:Order 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 used Trajector to apply for VA disability. They did not do the necessary medical paperwork and documentation correctly so everything was denied. I sent them the VA denial letter and asked them to cancel and close out my contract with them but have not heard back. I am asking that the BBB step in to close and cancel my contract with Trajector because they have such a bad reputation.

  Customer Answer

  Date: 12/09/2024

  Please close this complaint. Trajector responded to me and closed my account. Thanks to you.

• Initial Complaint

  Date:12/05/2024

  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 had a horrible experience. Trajector Medical has a very bad and incredibly incompetent customer service. When I used their services I did not get an increase on my VA rating, I actually got a decrease. But I submitted my Decision Letters to Trajector Medical to close my relationship with them and move on to use a different company. After I used a different company (******* ******** *****) I was able to get an increase on my VA rating and suddenly Trajector Medical started contacting me every day via phone calls, emails, and texts requesting me to submit evidence again even though I didn’t not have any business with them anymore. For months I spoke to many different representatives of Trajector Medical and submitted the requested evidence many times but then I received an invoice from Trajector Medical charging me for the increase on my VA rating even though I didn't get it by using their service. After having many frustrating conversations with customer service representatives that barely speak English and having to explain my situation over and over again I still haven't been able to get rid of Trajector Medical's constant harassment and I haven't been able to dispute the invoice charging me for work they didn't do. It is a total nightmare as I keep getting daily emails, phone calls and texts requesting me to submit evidence again. I have learned from many other veterans that have used Trajector Medical's services that I am not the only one who has experienced the exact same situation (or worse). This company is only attempting to take vulnerable Veterans’ money even if they don't do any real work for veterans. If this harassment does not stop and my account is permanently closed, I am seriously considering taking legal action against Trajector Medical and I would encourage any other veterans who may find themselves under Trajector Medical's harassment to consider it as well.

  

  Business Response

  Date: 12/13/2024

  
  Dear *****
  We sincerely regret hearing that you were dissatisfied with your experience with Trajector Medical. Please accept our heartfelt apologies for any negative impressions or frustrations you may have encountered regarding our services, your invoice, or any interactions with our team. We deeply value our diverse staff and the unique perspectives they bring to our organization and are sorry if any aspect of this contributed to your concerns. Additionally, we acknowledge and apologize for the communication challenges you faced with our invoicing team.

  
  We understand the importance of resolving such matters promptly and took immediate steps to address your concerns. Our escalations team prioritized reaching out to you to discuss the situation and work collaboratively toward a resolution. According to our records, we were able to connect with you swiftly to address the issues at hand. We greatly appreciate your willingness to engage with us and provide the opportunity to make things right.
  As part of our resolution process, we have taken the following steps:
  -Updated your account to reflect the details of our recent conversations and agreements.
  -Revised your invoice to ensure accuracy and alignment with the outcomes discussed.
  -Processed your account for closeout as part of finalizing these matters.

  
  For your reference, a formal closing letter has been issued and sent to you, serving as documentation of these updates and actions. At Trajector Medical, our goal is to deliver a seamless and supportive experience for all our clients. We deeply regret that your experience did not meet these expectations but remain committed to learning from this situation to improve moving forward.

  
  Respectfully,
  Trajector Medical

• Initial Complaint

  Date:11/08/2024

  Type:Billing 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.

  In November 2023 while the company was trying to gain my business there were promises made to provide information prior to my medical appointments. Information was never provided. Calls, emails were never received. Within a day, a brief PDF on general medical topics was provided. However, the promise was to call and walk through the process and general questions the evaluator may ask. There was never a call. However, once a rating was received. April 2024. The phone did not stop ringing to ask for their money. I receive on average four (4) calls a day. Messages left, also texts and emails were also sent. Even after a payment was provided, the calls continued. I have complained to Trajector about the product/service provided and I am told multiple is that they can't do anything. The person or persons I have talk to are not managers and somehow the managers are never available.

  

  Business Response

  Date: 11/26/2024

  ******, thank you for taking the time to share your experience. We sincerely apologize for the issues you encountered, and any frustration caused during the process. Providing clear communication and quality service is very important to us, and we regret falling short of your expectations.

  After speaking with you directly, weve worked to resolve your concerns and made adjustments to your invoice and provided you with an updated one. We appreciate your patience as we addressed the matter. If there is anything further we can do to assist you or improve your experience, please dont hesitate to reach out to us directly.

  Thank you for giving us the opportunity to make things right.

  ***** *. 

  Trajector Medical

  Customer Answer

  Date: 11/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22530562

  I am rejecting this response because:

  I offered to pay ***** more on top of my ***** Already paid they came back with a offer of me paying ***** more which was not what we had agreed upon over the phone. 

  Regards,

  ****** *****

  

  Business Response

  Date: 12/09/2024

  Dear Mr. ************ regret to learn that our most recent response regarding your invoice did not meet your expectations. Please accept our sincerest apologies for any frustration or inconvenience this may have caused.
  We recognize the importance of clear and effective communication. To address your concerns, we promptly involved our escalations team to review the matter in detail and reach out to you directly. According to our records, they successfully connected with you to discuss and clarify the situation.
  

  We acknowledge that misunderstandings or confusion may have arisen on the part of our team or the invoicing department. Please rest assured that we have taken immediate steps to resolve these issues and prevent recurrence.
  Following these discussions, your account has been updated to reflect the details of your interactions with our team, including any adjustments or arrangements made regarding your invoice. Thank you for your patience and understanding.
  Respectfully,
  Trajector Medical

• Initial Complaint

  Date:10/23/2024

  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.

  I used Trajector to help with VA disability rating. They have left out the main reason I applied . My essential tremors. We spoke about it and they found it in my military records . They told me to go submit it myself . I spoke with Veterans services at the **** They are unable to help me while I have a case with Trajector. VFW told me Trajector is not good. I am so afraid that I will not get it. I am going to under go Brain surgery through the ** to help with the tremors. I stressed and stressed with them that the Tremors had to be on list . They could see where I had anxiety about firing my gun, with my tremors. They got worse after boot camp. They *** says the is a horrible company. They take advantage of vets. I just really want them to add the Tremors to my case. I know they submitted it already. It is sad .

  

  Business Response

  Date: 10/30/2024

  Dear Mr. ***************** are truly sorry to learn of your dissatisfaction with your recent experience with us. We regret any frustration or disappointment that may have arisen, leading you to file a complaint with the Better Business Bureau or leave a review expressing your concerns. We apologize for any miscommunication you may have encountered with our team, as we understand how essential clear and effective communication is to achieving positive outcomes.
  
  To address this matter, our escalations team reached out promptly to discuss your concerns and work with you toward a resolution. According to our records, the team was able to engage in constructive dialogue, and we are grateful for your willingness to participate in these conversations, allowing us to address your needs as effectively as possible.
  
  In follow-up to this discussion, we have documented the details of our interactions to ensure continuity and support for your ongoing needs. Should you have further questions or additional concerns, please do not hesitate to reach out.
  
  Sincerely,  
  Trajector Medical

  Customer Answer

  Date: 10/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** ******

   

• Initial Complaint

  Date:10/21/2024

  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 reached out to Trajector Medical to get help with increasing my disability from 80% to 100% with the VA. At the beginning I asked what are the services? Trajector claimed they gather medical evidence and compile it properly, and they advocate for the veteran with the ** throughout the process. I was advised any issues that arise they handle it. Due to the marketing seemed promising, I decide to give them a try. During the first two weeks I noticed I still had to fill out and compile all of my own medical work. I also noticed the software they used is designed to take the information and compile it for them. I still didnt think too much of it figuring maybe someone will look at it and correct it if needed.After getting the compiled paperwork, I noticed there was not really a difference from anything I already did, but I stayed anyway.After submitting the claim on my own, I noticed everything with Trajector changed.I received no help, and when I did speak with someone, it sounded like an AI scammer with a robotic voice. I had to correct the paperwork and send all my own medical paperwork to the VA. I then emailed advising I wanted to cancel due to I did not receive the services I was promised.The lady then proceeded to say I couldnt cancel because they gave me paperwork, even though the paperwork given was sufficient. As of now I was just notified of a 10% increase from the **, for the work I put in. Trajector is advising of only a discount even though every new medical condition they listed on the paperwork I received a 0% rating for. From the beginning to now, Trajector has lied about the services provided, gave no help or response to any letter. Wouldnt allow me to cancel, although no claim decision was made, no help was given, and their paperwork was insufficient. At this point their end of the contract has not be upheld at all, and they appear to be a foreign company scamming veterans. I want to help other veterans avoid the mistake I made.

  

  Business Response

  Date: 10/31/2024

  Dear Karrine,
  
  Thank you for reaching out to us. We sincerely regret to learn that you are dissatisfied with our services and feel that we have not adequately supported you. We understand that receiving an invoice with which you disagree can be frustrating, and we apologize for any confusion or dissatisfaction this may have caused.
  
  We recognize that effective communication is essential in addressing concerns. Our escalations team reached out to you, and according to our records, they were able to discuss your account and the issues at hand. We are pleased that they could engage in a constructive conversation with you, and we hope this interaction helped clarify your concerns.
  
  Following these discussions, we have updated your account with the details of your conversations with our team, along with any adjustments to your invoice that may have been agreed upon. Your satisfaction is important to us, and we are committed to ensuring that your concerns are fully addressed.
  
  Respectfully,
  Trajector Medical