ComplaintsforVeteran Benefits Guide

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In March of 2023, I began to research the use of a consultant agency, Veterans Benefits Guide (VBG), for assisting with my Veterans Affairs Disability claim. I provided the requested documents for VBGs review. During their review, I had to repeatedly affirm to them that I was not claiming any sleep related or cognitive based disabilities, which should have been my red flag that they werent listening to my intentions and were just trying to throw any claims at the VA in hopes of a higher payout. When I was confident with the claimed injuries and with very minimal review and quality assurance from their company , I submitted my claim in September of 2023. Over the course of the next few months, I underwent 2 VA physical exams but was never again contacted by VBG. They advertise that they would be with me to help through the exam process, but I never received any follow up calls after I notified them of my exams being scheduled. I regularly attempted contact and would go a week or more before even a return email. When I finally received my VA disability rating, I was surprised to find that none of my worst conditions (chronic neck and hip pain) were even examined by any VA doctor and resultingly received no disability rating. This I can only assume was due to an incorrect filing procedure which was supposedly ensured by VBG. Upon receiving my VA disability determination, all of a sudden VBG started communicating with me again, asking for payment of $2200. I have refused to pay until receiving some actual guidance on the way forward for my appeal. Their reply was a discount of fees and saying they dont provide any further guidance- which was another service else I was led to believe they would provide after receiving my initial VA disability determination. I believe this company is trying to defraud me of this fee for services they clearly did not provide and no longer will correspond with me on. This is why I am turning to the BBB for assistance. Thank you

  

  Business response

  08/28/2024

  *****, thank you for your feedback and addressing your concerns regarding your experience with VBG. Our leadership team has reached out to you to address your concerns regarding your invoice and the services that were provided to you. We apologize that your experience did not reflect our organizations values. We appreciate and value all feedback with corrective actions being taken, and we assure you that continuous efforts will be made to improve these issues. Thank you for your dedicated service.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contact VBG for increase in my VA disability questioned how they felt they participated in getting me to 90%. They satisfied my that request. Then they sent me a bill for $3124.00 and a good boy discount of $150.00. I questioned that because they told me that their fee was 5x what my increase was (standard fee). I had sent them my Decision rating letter that showed them that my increase wetn to $2428.91, from *******, which is $226.91, x 5 is $1134.55. Concurrently I had another company working on other issues with the same 5x increase charge me $1200.00. So I have politely asked for a detailed reciept of how they obtained that number to charge me. I explained to them to do the math $3125 /5= $624.00 then add that to my origonal $******* equals $2826.00 and that number does not appear anywhere on my Decision Rating Letter. I have reached out to VBG and tried to resolve this issue with no response but an invoice with a running clock til it goes to collections. There is no transparency with this company, if there were they would provide the information requested; Where they believe I started compensation at, What they believe was my final compensation amount, date of that document, Page of that document, and line on that page so as there is no confusion. But they choose to hide behind ambiguity, and appears to anyone outside that they just threw a dart and came up with a number to charge. Then they threaten collections if you continue to challenge their fee.

  

  Business response

  08/21/2024

  *******, thank you for your feedback and addressing your concerns regarding your experience with VBG. Our leadership team has reached out to you to address your concerns regarding your billing adjustments. We apologize that your experience did not reflect our organizations values. We appreciate and value all feedback with corrective actions being taken, and we assure you that continuous efforts will be made to improve these issues. Again, thank you for your trust in our company, and most importantly, thank you for your dedicated service

  Customer response

  08/21/2024

   
  Complaint: 22116700
  
  I am rejecting this response because: This is a standard response. I have provided my decision rating letter. There are no dollar values that reflect the amount that they have charged me. They have responded that they are working on finding a solution but at the same time billing is sending me request for payment? I am waiting for the letter from collections. I don't understand why it is taking so long to figure this out. This process is very cost ineffective for them, the man hours they are spending is consuming any profits they can possibly hope to gain.
  
  Sincerely,
  
  *******************************

  

  Business response

  09/03/2024

  *******, thank you for expressing your concerns regarding your invoice. The billing department and leadership has reached out to you directly to discuss your concerns in more detail and provide an update to your invoice.  Thank you for your feedback, and most importantly, thank you for your dedicated service!

  Customer response

  09/17/2024

  This complaint has been resolved.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Request for Change of Representative Due to ****************** I am writing to express my concerns and formally request a change in my case representative for my ongoing disability claim with Veterans Benefits Guide. My case is currently managed by Ms. *********************** whose service I feel has unfortunately not met the required standards.The guidance provided by ****************** lacks clarity and often leaves me without a clear understanding of the steps needed or the status of my claim. Additionally, she frequently appears exhausted and reluctant to answer questions, which not only affects the quality of service but also discourages open communication. Responses and needed information from ****************** are often delayed beyond a reasonable timeframe.Moreover, ****************** has repeatedly failed to fulfill her obligations concerning scheduled phone calls, often not calling at the agreed times without prior notice or explanation. This lack of reliability in communication has further eroded my trust in her ability to effectively manage my case.In an effort to resolve these issues, I have also reached out via email to ********************************************************** and **************** seeking assistance and intervention, but have yet to receive a satisfactory response. I have also tried via the website intake forms.Given these persistent issues, I am requesting that my case be reassigned to a more responsive and committed representative. It is crucial for my well-being and the success of my claim to have a representative who is clear, timely, and consistent in communication and support.The lack of clear guidance and inconsistent communication has left me unsure about how to effectively approach the appeal process. I would appreciate your immediate attention to this matter and look forward to a resolution that ensures better support and efficiency in handling my disability claim.Thank you for your understanding and cooperation.*************************

  

  Business response

  08/05/2024

  ******, thank you for bringing your concerns to our attention and taking the time to speak with your Case Manager Team Lead. They will be in direct contact with you throughout the process. We look forward to continuing to guide you through the complicated disability claims process. Thank you for your trust in our company, and most importantly, thank you for your dedicated service!

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 20, 2023, I filed a claim to have my Spousal Support increased. Since that time, I have been stalked (even on ************* and attempts have been made to set me up to commit Felonies which would disqualify me for this benefit. Despite not being able to work because I have been Blacklisted by my former Employee because of the discrimination lawsuit I filed against them, no one will hire me AND I do not have NO ONE co-habitating with me.Requirements I needed to qualify for Spousal Support: Not Employed and/or Co-Habitating It seems despite their findings, delaying the increase indefinitely is their agenda.One positive thing has happened out of this: Because I do not have the funds to buy sufficient grocery or anything else besides pay my bills, I have lost weight. Something I was having a hard time doing. What they meant for evil, God turned it into some good. For that, I am grateful.

  

  Business response

  07/15/2024

  *******, thank you for sharing your concerns with us. We have reached out to you to discuss your concerns in the BBB complaint but have not been able to reach you. Please contact us at your earliest convenience. Thank you for your dedicated service!

  Customer response

  07/15/2024

   

   

   

   

  Hello Ty,
  
  
  Army Vet:  
  *************************;
  250-86-1351
  June 11, 1948
  
  
  Divorce Finalized:  Jan. 29,2020
  
  
  I am NOT employed nor is co-habitating.
  After this marriage, I pray to NEVER EVER get into another relationship.
  Have been blacklisted from employment by my ex-employer because of the discrimination lawsuit I filed against them.
  
  
  I have been stalked by my ex since we were separated.
  His sole purpose in marrying me was to get my home/property after TEN YEARS of marriage.
  I attempted to divorce him after FIVE but he insisted on waiting until TEN.
  
  
  He and his daughter went on a two-week cruise to celebrate our TENTH Anniversary in hopes of getting everything as promised/expected.  In 2018 and throughout our marriage, he would disappear for weeks, weekends or days to teach me a ****** for not putting his name on my Deed.
  
  
  He stopped paying bills while married which caused a baragement of collection calls for years.  The reason I do not answer my phone.
  
  
  He and his daughter started sending their medical bills to my address in hopes that I'd open/destroy them so that I would be charged with a Felony to disqualify for receiving Spousal Support.
  I can go on, but in the end, all it did was heighten my awareness around me and worsen my anxiety/stress.
  
  
  I have already done Police Reports for just in case something happens to me.
  
  
  The VA attempted to increase my Spousal Support prior to the divorce.
  
  
  I currently receive $649 which is not enough.  Only requesting the standard amount given in Spousal Supports to ex-spouses.
  
  
  Requested since Dec. 20, 2023.
  
  
  
  
  *************************
  **********************************

   

  Mon, Jul 15 at 2:49 PM
  
  
  Hello ******* ,
  
  Per your request I would like to address your BBB complaint with Veteran Benefits Guide.
  
  I have been unable to find your information in our system for our services. Can you please provide me with your contact information?
  
  
  Thank you,
  ***************
  Client ******************************* AND MARINE CORPS FAMILY
  P **************
  M **************
  E **************
  W www.vbg.com
  
  
  

  
  

  Customer response

  07/15/2024

   
  Complaint: 21926890
  
  I am rejecting this response because:

  Date Sent: 7/15/2024 4:04:38 PM
  

  Hello **,

  Army Vet:  
  *************************;
  250-86-1351
  June 11, 1948
  
  
  Divorce Finalized:  Jan. 29,2020
  
  
  I am NOT employed nor is co-habitating.
  After this marriage, I pray to NEVER EVER get into another relationship.
  Have been blacklisted from employment by my ex-employer because of the discrimination lawsuit I filed against them.
  
  
  I have been stalked by my ex since we were separated.
  His sole purpose in marrying me was to get my home/property after TEN YEARS of marriage.
  I attempted to divorce him after FIVE but he insisted on waiting until TEN.
  
  
  He and his daughter went on a two-week cruise to celebrate our TENTH Anniversary in hopes of getting everything as promised/expected.  In 2018 and throughout our marriage, he would disappear for weeks, weekends or days to teach me a ****** for not putting his name on my Deed.
  
  
  He stopped paying bills while married which caused a baragement of collection calls for years.  The reason I do not answer my phone.
  
  
  He and his daughter started sending their medical bills to my address in hopes that I'd open/destroy them so that I would be charged with a Felony to disqualify for receiving Spousal Support.
  I can go on, but in the end, all it did was heighten my awareness around me and worsen my anxiety/stress.
  
  
  I have already done Police Reports for just in case something happens to me.
  
  
  The VA attempted to increase my Spousal Support prior to the divorce.
  
  
  I currently receive $649 which is not enough.  Only requesting the standard amount given in Spousal Supports to ex-spouses.
  
  
  Requested since Dec. 20, 2023.
  
  
  
  *************************
  **********************************

   

  Mon, Jul 15 at 2:49 PM
  
  
  Hello ******* ,
  
  Per your request I would like to address your BBB complaint with Veteran Benefits Guide.
  
  I have been unable to find your information in our system for our services. Can you please provide me with your contact information?
  
  
  Thank you,
  ***************
  Client ******************************* AND MARINE CORPS FAMILY
  

  P **************

  
  

  M **************

  
  E **************
  W www.vbg.com

   

  
  
  Sincerely,
  
  *************************

  

  Business response

  07/16/2024

  Hello ******* ,
  Thank you for providing the requested information.
  It does not seem that our organization assisted the name below in services.
  
  We are not the VA Veteran Affairs or have any affiliation with the VA .
  I have provided their resource page so that you can contact them directly.

  Va.gov
  
  *****************************

  
  

  Customer response

  07/16/2024

   
  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.

  Ms. ** also provided me with the source where this complaint should be made:   *****************************

  Is it possible to direct my complaint there through the BBB?   This agency has been very helpful and all I have ever gotten was the run-around when searching for answers.  Any assistance will be greatly appreciated.

  Again, thank you so very much.

  Sincerely,
  
  *************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is supposed to assist veterans with navigating disability claims with the VA. Despite reaching out on multiple occasions I have not been able to contact anyone at the company who can help me with this process or answer any of my questions. The only assistance provided was submission of the actual claim and a copy and paste email with general guidance. This level of assistance is provided by Veterans Service Organizations (VSO) that do not charge for their services. Since submission of my claim, VBG has been unreachable. I have already started attending VA appointments and have had to navigate them on my own without the assistance they were supposed to provide. I do not believe they have held up their end of the contract and I will also be contacting my elected officials about this company. Preying on transitioning servicemembers during a vulnerable time is unacceptable.

  

  Business response

  06/11/2024

  ********, thank you for your feedback and addressing your concerns regarding your experience with VBG. VBGs leadership team have reached out to you to address your concerns. We apologize that your experience did not reflect our Organizations values. We appreciate and value all feedback with corrective actions being taken, and we assure you that continuous efforts will be made to improve these issues. Again, thank you for your trust in our company, and most importantly, thank you for your dedicated service

  Customer response

  06/12/2024

   
  Complaint: 21795995
  
  I am rejecting this response because: The response states VBG has reached out to me which they have not. I have no voicemails or emails to show any attempts to contact me to resolve their inaction to assist me with my VA claim. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  06/25/2024

  ********, thank you for bringing your concerns to our attention - we value your feedback! We are constantly striving to improve our Veteran experience and take your feedback seriously. As you know, you were able to speak with one of our Operations Managers to get an update on potential next steps. They will be handling your file moving forward. Please reach out to them directly if you have any questions or concerns. Thank you for your continued trust in VBG.  We look forward to guiding you toward an accurate rating from the **!

  Customer response

  07/29/2024

  I was notified VBG would assist me once a decision was made by the VA. This has occurred, yet I am still being given the different case worker run around despite conversation with company leadership that I would not pay the full fee and a lower price would be negotiated based on the lack of support received. 

  

  Business response

  08/07/2024

  Thank you for expressing your ongoing concerns about the guidance you received regarding your claim. The Operations manager has reached out to you directly to provide you with detailed information on your next steps. Thank you for your feedback, and most importantly, thank you for your dedicated service!

  Customer response

  08/14/2024

   
  Complaint: 21795995
  
  I am rejecting this response because: the operations manager has not reached out to me. I had a new case manager reach out to me who knew nothing about my case despite VBG saying they would not have a case manager touch my case and their leadership would take care of my complaint since the service provided was so blundered. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  08/28/2024

  ********, thank you for bringing your concerns to our attention. We have followed up with you and your assigned case manager has made contact on the potential next steps. They will be handling your file moving forward. Please reach out to them directly if you have any questions or concerns. Thank you for your continued trust in VBG.  We look forward to guiding you toward an accurate rating from the **!

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used the Veterans Benefits Guide to aide in filing my veteran's disability. After I received a favorable decision from the VA, Veterans Benefits Guide sent an invoice for their services. According to their website, veterans pay a "one-time fee" upon a favorable decision. I paid the received invoice in full and received a receipt for payment. However, I am now receiving a subsequent invoice due to a rate increase from the **. This goes against the ***'s advertisement and is deceptive to veterans seeking their assistance. I have included screenshots from the *** website and my paid in full receipt. The initial amount I paid was $3,110, which was more than I received from the VA in back payment. The subsequent invoice sent by the *** is for $2,100. This is not a fair practice by the *** and goes against their fee advertisement.

  

  Business response

  05/06/2024

  *******, thank you for reaching out to us and bringing your concerns to our attention. We appreciate and value all feedback we receive as we strive to improve our client experience for our veterans. The production manager has reached out to you directly to get an update on potential next steps to resolve your concerns with our process.  They will be handling your file moving forward. Thank you for your dedicated service. 
  

  Customer response

  05/15/2024

   
  Complaint: 21614584
  
  I am rejecting this response because: VBG stated the additionally billing was for an increase in my VA rating. This is not stated in the additional agreement, in their advertisement, nor explained to me when I made my payment. The signed agreement with VBG advised the agreement would be the company would assist before and after filing my VA disability paperwork. I reached out to the company, through email and by phone, on more than one occasion after the filing but I was not provided any further assistance after the filing. In slang terms, the company "ghosted" me once my initial paperwork was filed with the VA and I did not get any responses nor assistance until they reached out to me for payment. Though I did not agree with the payment requested by VBG, I made the payment in full and believed my obligation to them was complete due to their advertisement and statements reflective on my invoice payment. Veterans Benefits Guide did not fulfill their agreement in the signed contract and sent me additional charges after I paid my fee for their services. 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/30/2024

  *******, thank you for your additional follow up response.  VBG had an Operations Manager reach out to you directly regarding your concerns. We apologize that your experience did not reflect our core values. We assure you that continuous efforts will be made to improve these issues. We are hoping to hear back from you soon. Thank you for your service. 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After speaking with other veterans I had served with about ways to go about increasing my disability percentage I eventually ended up reaching out to VBG to inquire about filing for a disability increase on my behalf. I reached out in November about starting the process and when going through the client service agreement I was told that my back pay would cover the costs of the disability increase. The process was fairly quick and everything was submitted up to the VA in February. Throughout the process my experience with the company was mixed with some of the people helping with scheduling appointments being extremely helpful but my case manager was extremely rude and would blow up my phone constantly anytime I had something to fill out with me receiving calls and emails from him to a frustrating degree until it was done despite me being quick to get stuff done as soon as i could. After my claim was sent up it was approved in March and was an increase of %50 (%30-%80) I then received a bill from VBG for $7,885 with discounts that everyone receives. I was also told that this needs to be paid in full within 30 days or the price would be $8,385. I reached out to the billing department multiple times and on multiple occasions at different times to try and get ahold of them and could not reach anybody so I emailed the case manager and asked why the price was so high despite the turn around being so quick. I also noticed that I am being billed for the wrong amount as I am being charged for an increase to %90 when I was only increased to %80. I told them that I would like to see an itemized receipt of services to know exactly what I was being charged with. The case manager as well as his supervisor emailed back saying they would not provide an itemized receipt and despite the turn around being so quick the price would remain the same. I emailed them back and have not received a response. That was 2 weeks ago and I still have had no resolution. This company is a scam.

  

  Business response

  04/17/2024

  ******, we would first like to thank you for expressing your concerns about the lack of accessibility to your specific ************* services provided to you and your invoice amount. We have reached out to you directly and this matter has been escalated and investigated. We have discussed a plan and are confident that we will be able to provide you with the excellent customer service you deserve. We apologize that your experience did not reflect our core values. We assure you that continuous efforts will be made to improve these issues. Thank you for your dedicated service.

  Customer response

  04/23/2024

   
  Complaint: 21541516
  
  I am rejecting this response because:

  I still have not received an updated statement and have not been given any sort of itemized receipt of services showing what exactly warrants such high costs for services that required little effort on their part. The only updated statement Ive received was an automated one that took OFF the useless discounts that were there in the first place while still having the incorrect percentage increase.
  
  Sincerely,
  
  ****** ********

  

  Business response

  05/07/2024

  ******, thank you for your response. The client experience manager has reached out to you directly and has been unsuccessful reaching you. We would like the opportunity to address your concerns regarding the itemized receipt. Please contact us at your earliest convenience. Thank you for your dedicated service. 

  Customer response

  05/20/2024

   
  Complaint: 21541516
  
  I am rejecting this response because:
  
  I have attempted to call ************** as well as texted him to let him know when I would be available to talk and received no word from him. I am making a simple request that I be given an itemized receipt to understand what exactly necessitates such a hefty fee for services. I would like for that to be emailed to me which shouldnt require a phone call to begin with.

  
  Sincerely,
  
  ****** ********

  

  Business response

  06/04/2024

  ******, the client Experience Manager has attempted to reach out to you to resolve your concerns, this has been unsuccessful. At this time VBG does not provide itemized receipts for the services provided, however our team can provide the steps that were taken to submit your claim .We apologize that your experience did not reflect our core values, and we assure you that continuous efforts will be made to improve these issues. Thank you for your dedicated service . 

   

  Customer response

  06/17/2024

   
  Complaint: 21541516
  
  I am rejecting this response because:

  I am still waiting for a billing adjustment and Ive included attachments with the texts and missed call history showing that I did in fact respond to messages and try to reach a resolution earlier but never received any call. Saying that you were unsuccessful in reaching me is not accurate.
  
  Sincerely,
  
  ****** ********

  

  Business response

  06/18/2024

  Hello ******, Thank you for your response and addressing your concerns with your invoice. You spoke with the Client Experience Manager whom escalated this matter and is resolving the current invoice for you. We have reached out to you again to give you the update on 6/18/2024. Thank you for your service. 

  Customer response

  07/01/2024

   
  Complaint: 21541516
  
  I am rejecting this response because:

  I have yet to receive an updated bill that meets the terms discussed in our previous phone call. If there is any update on when to expect that I would appreciate it. 
  
  Sincerely,
  
  ****** ********

  

  Business response

  07/15/2024

  Hello ******, thank you for your response and addressing your concerns with your invoice. Your updated and revised invoice was sent directly to you. Our billing department has contacted you for further assistance. Thank you for your service. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not use this company by any means. Save yourself the time and the headache. Before signing the contract, I received a handful of calls with "some" helpful information but after receiving my signature, I received 1 phone call in 3 months. When I try to contact the office no actual assistance is given, only empty promises or directives. They dont return emails, voicemails, or calls. Veterans- DO NOT- use this company.

  

  Business response

  04/12/2024

  D'Angelo, thank you for your feedback and addressing your concerns regarding your experience with VBG. We appreciate and value all feedback with corrective actions being taken. You spoke with the Client Experience manager, and we apologize that your experience did not reflect our core values. We assure you that continuous efforts will be made to improve these issues. Again, thank you for your trust in our company, and most importantly, thank you for your dedicated service.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Assisted me from 80 to 90 percent. I am being charged (per 10 percent increase) to maximize the ****** to VBG before reaching agreed upon objective. NOT A ONE TIME FEE, NOT A PAY WHEN OBJECTIVES ARE MET. (A nickel and dime hustle!) I have been reaching out to my case worker (*********************) who has gone silent until the charges for the 10 percent increase have been paid in full. My account was sent to collections although I have been very transparent about my willingness to pay once we have reached agreed upon objective. My belief was VBG boasted a don't pay until our agreed objective is completed and a one time payment is then due. I made it very clear before signing any paperwork what my objective was and that the route VBG wanted to take with my case was not enough to reach that goal. I have a decent understanding about the VA process and understood the route we took that prompted the 10 percent increase would not be enough. I made this very clear before proceeding and my case worker insisted this was the route to take. I trusted in the combined knowledge and experienced VBG. I have made my payment to VBG collections ***** In full, since they did assist in a (favorable outcome) and this is what I am being charged for. I have read others are locked in a contract regardless the percentage all the way to 100. As long as you signed an agreement with VBG at any time they are able to charge you fees no matter the assistance provided or not after future increases. Being released from the contract agreement is a process of its own made much more difficult due to lack of responses after a favorable decision has been made and you are now locked into their charge system. I have repeatedly asked my case worker to transfer me if she did not want to assist me to agreed upon objective. No response? Only collections contacted me until payment was made. They are hustling veterans.Sincerely, Combat Infantry Veteran

  

  Business response

  04/12/2024

  ***, we would first like to thank you for expressing your concerns about the lack of accessibility to your specific Case Manager. We have reached out to you directly and this matter has been escalated and investigated. We have discussed a plan and are confident that we will be able to provide you with the excellent customer service you deserve. We apologize that your experience did not reflect our core values. We assure you that continuous efforts will be made to improve these issues. Thank you for your dedicated service.

  Customer response

  04/22/2024

   
  Complaint: 21493520
  
  I am rejecting this response because no action has been taken to resolve this situation. We have not made contact and discussed any resolution options. 
  
  Sincerely,
  
  *******************

  

  Business response

  04/22/2024

  ***, we would first like to thank you for expressing your additional concerns. As you may know, this has been escalated and investigated. The Client Experience Manager has discussed a plan with you upon agreeance of the best resolution and is confident that we will be able to provide you with the client experience that you deserve. We apologize that your experience did not reflect our core values. We assure you that continuous efforts will be made to improve these issues. Again, thank you for your trust in our company, and most importantly, thank you for your dedicated service.

  Customer response

  05/05/2024

   
  Complaint: 21493520
  
  I am rejecting this response because no supporting actions reflecting this response have been shown to be any different than my previous experience. 
  
  Sincerely,
  
  *******************

  

  Business response

  05/20/2024

  ***, thank you for your patience and understanding. We have sent you the close out confirmation in question. Thank you for your dedicated service.

  Customer response

  05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I find the matter to be unsatisfactory and closed.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started talking to VBG early October with one person who told me things that the company didnt live up to then was transferred to another person who was better at communication but then he was sent off and my current guy doesnt live up to expectations at all rude doesnt have any answers nor do they care about actually helping veterans these people are money grabbing just like the rest please seek other solutions for your desired help or do it yourself

  

  Business response

  04/04/2024

  ****, we would first like to thank you for expressing your concerns about the lack of accessibility to your specific Case Manager.  We appreciate and value all feedback we receive as we strive to improve our Veteran experience. As you know, you were able to speak with one of our case manager team lead to get an update on potential next steps. We apologize that your experience did not reflect our core values. We assure you that continuous efforts will be made to improve these issues. Thank you for your dedicated service. 

*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. ↩