ComplaintsforAardvark Research Group
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Complaint Details
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Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 4/14/24, I ordered a copy of my father-in-law's military DD214 from a government website. During the process, a pop up came on my computer. It lead me to Aardvark Research Group. I ended up ordering the DD214 and the cost was $79.00. I ordered it from Aardvark because they stated on their website that if I orderded it from the governement, it would take months and months and months to get it and I might never receive it. My father-in-law is an elderly veteran and needed this document to receive benefits from the VA. ******* stated it would take 1-7 business days. I checked with them over the next two weeks, but I did not receive it. On April 24 I received the DD214 from the free government site, even though ******* said the government would not send me it for many months or possibly never. I contacted ******* and requested to cancel the order and return my money. Shortly after, they sent me a link to download the DD214. I did NOT download the document and asked again for a refund stating I already received the document free from the government. I want a refund of $79.00. I want a check sent to father-in-law ***************************. This money is important to him as he lives on a fixed income.Business response
05/20/2024
We ordered this customer's records on Tuesday, April 16th, and emailed them to her on Wednesday, April 24th, which was the 6th business day of the 1-7 business day turnaround we told her to expect. We did exactly what we said we would do, within the time frames that we said we would do it.Customer response
05/21/2024
I received my refund. Please close this complaint. Thank youInitial Complaint
02/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 8/22/22, I ordered an expedited retrieval of a DD214 for 89 dollars. I have not received a DD214 yet and have asked for a refund 4 times, twice via a phone call and twice via email. I have not received a DD214 or refund.Customer response
02/15/2024
I have received a refund today and the matter has been resolved. Thank you for your assistance.Business response
02/16/2024
This order was from 2022. We couldn't find any emails from back then because we have changed email servers and purged our old emails, so we just gave him a full refund.Initial Complaint
02/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
filed for ****** in Dec 2022...paid $99....still not received....transaction-*****************....need to apply for benifits.Business response
02/02/2023
This customer ordered his records on 12/20/22, and we emailed them to him on 12/27/22. He called yesterday and said he didn't receive the hard copies. We called him back, verified his address and mailed him another set the same day.Initial Complaint
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid $99 on August 26 , 2022 for certified digital and hard copies of my military separation documents. I never received form *****. But, I did receive all the other separation documents that I ordered. I emailed ARG several times regarding the missing document after waiting more than 15 business days. And, was told to wait and be patient. So, I called the Illinois ******** ***** headquarters directly to request my military records. I received them for free in 5 minutes after waiting for more than 15 business days and paying $99 to ARG for them. I am attaching a PDF of what I received from ******** ***** headquarters . The PDF contains the document ***** that ARG says did not exist. The pdf is my evidence of form *****. ARG never gave me a direct answer , only excuses. After receiving their last rude profane email I decided to contact contact the BBB. They called me an ******* in an email. That was the last straw ,please help me. Thank you. Sincerely, ******** ********Business response
09/16/2022
This customer submitted two orders: one for his ***** and one for his ******** ***** separation documents. We submitted requests for his records to the ******** ******** and the ******** ***** ******. We received his records from the ******** ******** in 5 business days and provided him with his ***** and *****. Our request for his ***** from the ******** ***** was still pending. He demanded that we get it to him by the end of the day, or give him a refund. We aren't the federal government. We can't force the ******** ***** to respond to our request by the end of the day. There is a process in place that we have to follow. Since he couldn't accept the process, and we couldn't meet his demands, we canceled his order and gave him a full refund.
Customer response
09/16/2022
Complaint: ********
I am rejecting this response because: The hard copies Of the separation documents were mailed to an address in Connecticut before they were mailed to my home address. I received the ***** and one of the *** ** forms. But, there are 2 *** ** forms. So, One of them is lost along with the *** ** forms. I believe they were lost in the mail. I have evidence that the forms were mailed to Connecticut And evidence that the forms exist In the PDF that I attached to my complaint. They also used rude vulgar language in an email To me. I have digital and copy evidence of those emails. Please give me an email address And a mailing address so I can send this information to you to support my case and complaint. Thank you.
Sincerely,
******** ********Initial Complaint
04/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On March 24th @ 12:18 CST I paid $79 on their website for an expedited retrieval of my discharge papers (DD214). I emailed them on 4/11 for an update to which they replied three hours later "We ordered your record on Friday, 03/25. Turnaround is approximately 14 business days. We will email you as soon as we receive it." Sincerely, **** at Aardvark Research I became concerned then of what they actually do at that point. Today, 4/15, could be considered business day 16 or 17. Via email, they asked if had already put in a request prior to them. They then inform me such slows the process down. So I called the military archives place directly only to validate that Aardvark merely does the same thing anyone else does by submitted the request on their website. She confirmed that they did delay it. Aardvark asked for another 7-10 or reimburse me. I'm even more upset based on their email responses since then as well.Business response
04/16/2022
When we found out that this customer had made a previous request for his records through the government, we told him that duplicate requests slow the process down, but that we could most-likely resolve the issue and deliver his records within 7-10 days. He responded by threatening to file a complaint against us online. We thought this was unfair of him, because we didn't create the problem that was causing the delay--he did. We were simply telling him how long it would take us to resolve it. We don't do business with everyone. We draw the line at people who threaten us, or who blame us when we tell them the facts of the situation which they themselves have created. In this case when the customer threatened to file a complaint against us, simply because we told him the truth about the process, we canceled his order and GAVE HIM A FULL REFUND. We are based in St Louis. We know our way around the National Archives and have been authorized researchers there for 15 years. We wish this former customer good luck.Initial Complaint
02/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This company said they could acquire my DD form 214 in order for me to process my VA loan. after I paid the $79, they informed me that because I had a previous request through the VA, they could not help me. I received a partial refund. They provided me with nothing. I would like a full refund. I also believe this company is a scam as other reviewers online have had the same thing happened to them.Business response
02/17/2022
When this customer ordered her records from us she indicated that she HAD NOT already requested her records from the government. We ask this question because duplicate requests can cause a delay. Several days after we ordered her records we checked on our request, and found out about her previous request. When we told her that the previous request would cause a delay, SHE ASKED TO CANCEL. Because she was cancelling after we had already located her records and requested them, we gave her a full refund minus our search fee, which is $29. This fee covers our time searching for records, and ordering them. We think this a fair policy, and we have followed it for our 14 years in business. We wish the customer good luck with her request through the government.
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Customer Complaints Summary
7 total complaints in the last 3 years.
3 complaints closed in the last 12 months.