ComplaintsforVeteran Benefits Guide

• 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. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used VBG with the intention to receive an increase in my VA disability from 20 to 40 percent for my shoulder injury I was advised not to let the VA evaluate me but to have their physician evaluate my shoulder this in itself should have been a red flag the VA did give me an increase as promised but left the claim open .When the VA evaluated my shoulder my rating was reduced back to ******************************** for 4000 dollars and threatening to send me to collections this is extremely unfair and unjustified

  

  Business response

  03/11/2024

  Hello ****, we would first like to thank you for expressing your concerns regarding your claim process with VBG. We have reached out to you to discuss more in detail on the next process to resolve these issues. We assure you that continuous efforts will be made to clarify our collections process and improve these issues. Thank you for your feedback, and most importantly, thank you for your dedicated service.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  VBG filed some claims on my behalf, and pretty much didn't do any other than just that. I was transferred to a rep whom I probably got in contact with twice because I had questions after my claims didn't get approved. At one point ******* said that she was having family issues, just trying to be understanding I said please take care of your issues. In the meantime I started doing everything myself with the guidance of some friends, writing letters and everything. After a few months I was able to get some kind of rating. Mind you I haven't heard anything from VBG. After about 3 months I get an email saying hey congratulations you got a rating! Im saying to myself, you guys are late! Then they send me am invoice out of nowhere for about $1700. This is definitely not right. I don't think people should get paid for not doing anything of any substance. The form that I signed (on-line) wasn't even explained to me in detail. I thought it was just a pay scale showing how much I would get depending on which rating I get, not how much I was to give them. I probably wouldn't have even signed it. Now get emails from them every other week asking about money. How they were doing that when I was trying to get benefits. This is not fair and I don't want them connected to my VA benefits in any type of way.

  

  Business response

  03/11/2024

  ***, thank you for bringing your concerns to our attention and taking the time to speak with the Client Experience Manager regarding the 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. Again, thank you for your trust in our company, and most importantly, thank you for your dedicated service.

  Customer response

  03/15/2024

   
  Complaint: 21350007
  
  I am rejecting this response because: I need to know that I will get half off my invoice and make payments on my balance, and I want them to discontinue their service with me.
  
  Sincerely,
  
  *********************

  

  Business response

  03/28/2024

  Hello ***, we wanted to express my sincere gratitude for your patience during the resolution process. Your understanding has been invaluable, and we truly appreciate your cooperation. The Client Experience Manager has contacted you directly on our further steps and actions taken. Thank you for your dedicated service. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received calls from Veterans Benefits Guide, and their collections company due the fact that I received an increase in my veteran's benefits. However, they did not do any work for me for roughly two years. When they did work for me starting in 2019, all claims that they submitted for me were denied. After my claims were denied, I did not hear from VBG again. I was already 50% disabled in 2019 when I contacted them. I received 100% in the fall of 2021. All of the claims that were submitted after mid-summer of 2020, were all submitted myself on my own behalf. Again, VBG did absolutely nothing. After I received my 100%, I started receiving letters and calls stating that I owe them $5500. They actually sent my account to a collection agency to scare me into paying them.

  

  Business response

  03/01/2024

  Hello *******, we would first like to thank you for expressing your concerns regarding your claim process with VBG. You spoke with the Client Experience Manager to discuss more in detail on the next process to resolve these issues. We assure you that continuous efforts will be made to clarify our collections process and improve these issues. Thank you for your feedback, and most importantly, thank you for your dedicated service.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a concerning situation regarding Veteran Benefits Guide. This company is attempting to charge me an exorbitant amount of money for filing an initial disability claim with the Veterans Administration, providing zero services nor has contacted me in nearly nine months. In my initial interaction with this company, they assured me that there would be no charges for submitting an initial claim to the VA. However, to my surprise, after receiving my disability benefits, they immediately contacted me 13 times via email and numerous times via phone, demanding payment for $6,010.00. This has left me utterly perplexed and greatly concerned about the ethics and practices of this company. Despite numerous attempts to seek clarification and resolution via email and requesting a detailed/itemized statement of the services provided, I have not received resolution. It is clear that their actions are in direct contradiction to the principles of fairness and transparency in the legal process, which should govern such matters. I kindly request that you launch an investigation into this matter to ensure to protect others from falling victim to their unfair practices. On March 1st, 2023 I contacted Veterans Benefits Guide with interest in filing a disability claim with the VA. The representative stated they would guide me through each step of the process and once I received an initial rating they would act as an advocate on my behalf and provide me with the tools and services to achieve a higher disability rating. On March 17th, 2023 I received an email from the company stating that I was assigned a case manager. On March 30, 2023, I was assigned a different case manager and told they would follow up with me. NO FOLLOW UP occurred! On December 18, 2023, after obtaining my disability rating, I received an email from Veterans Benefits Guide stating they were notified that I received my disability and wanted to touch base with me to collect payment.

  

  Business response

  02/23/2024

  Hello ****** , VBG wanted to express our sincere gratitude for your patience during the resolution process. Your understanding has been invaluable, and we truly appreciate your cooperation. We have addressed your concerns as well as best resolution and outcome. Thank you for your dedicated service. 

  
  

  Customer response

  02/26/2024

   
  Complaint: 21229097
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  02/26/2024

  The companys response in attempt to seek resolution, was a discount that is offered to all customers who pay on time.  I was promised a service that was not provided. The offer was insulting. 

  

  Business response

  02/28/2024

  ******, thank you for bringing this to our attention. The Client experience Manager corresponded with you and this issue has been resolved. Thank you for your dedicated service. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told I would be assisted with the VA disability claim process. The onboarding was terrific. Ever since my case was sent to *****, I have not received help or guidance. My latest correspondence via email was sent Jan 9. I have yet to receive a reply. I signed a contract with you so you could help me. I am not getting help. I am about to run out of time to appeal. I need out of my contract so my local VA assistance agency can help me. Please let me out of the contract.

  

  Business response

  02/05/2024

  ****, we would first like to thank you for expressing your concerns about the lack of accessibility to your specific Case Manager. Here at VBG, we take pride in our full commitment to the Veteran Community through communication, advocacy, and supportive services. Although we do not assist with appeals you have received the information to move forward with your case from the Client Experience Manager. We apologize that your experience did not reflect our mission, purpose and values. We assure you that continuous efforts will be made to improve these issues. Thank you for your trust in our company moving forward most importantly your dedicated service.

  Customer response

  02/05/2024

   
  Complaint: 21177882
  
  I am rejecting this response because: I STILL HAVE NOT RECEIVED A RELEASE FROM THE CONTRACT. Now you are telling me you "do not assist" with appeals, but the case manager stated we expect the claim to get rejected and then we will help with the appeal. I keep getting the run around. I am sure you do well with other cases, but mine has been a nightmare. Please send the release information and we can go our separate ways. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/28/2024

  ****, thank you for bringing your concerns to our attention and taking the time to speak with the Client Experience Manager regarding the next steps. Thank you for your dedicated service.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am currently in the process of trying to work my claim with VBG but I cant seem to ever get ahold of my case manager. I was told at the beginning a long list of items they thought would be of interest for my claim but after repeated attempts I just cant communicate with my case manager. They never answer the phone when I call and rarely answer emails. I was told I had to to quickly fill out these medical questionnaires without any explanation of what I was filling out for them and was expecting a conversation with the case manager but never happened. I have sent multiple emails requesting communication in reference to my PTSD denial and other issues with no response. Today, I received an email saying my review was complete and I would only be evaluated for 2 minor things. Neither of which are my serious issues I need help with. *** ran out of options to address this and hoping an escalation via BBB will help correct this now rather than when its to late after submission to the VA. I think I just need a more attentive and communicative case manager who doesnt call at ***** at night after **** emails and calls over two weeks time frame. I feel like I am not being heard and my claim is not going to get addressed properly.

  

  Business response

  01/29/2024

  *****, VBG appreciates your patience as we have diligently worked to address the concerns raised in your complaint. You have spoken with the departments team lead and will follow up with the Client experience manager to address your further concerns within our process. 
  We have identified the issues and are implementing corrective measures to ensure a resolution. We understand the importance of resolving this matter to your satisfaction.
  Once again, we apologize for any inconvenience caused, and we are committed to restoring your confidence in our services. Thank you for dedicated service!

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a invoice from VETERANS BENEFITS GUIDE, saying I had an outstanding balance. Because they got notified about an increase from 70 to 80% for a stab wound. I never used this company when I filed my claim. The company I used was American VETERANS CONSULTING , they where the ones who helped me get my increase from 70% to 90%. Now this company, American benefits guide, comes out of nowhere with an outstanding bill, that is bogus and fraudulent. They somehow found out I had an increase, and wanted to capitalize on it. I owe them nothing, because they did nothing. And I never filed for the thing they said I got an increase for. I would like for them to resolve that fraudulent outstanding balance immediately

  

  Business response

  01/12/2024

  Finess, we appreciate your patience as we have diligently worked to address the concerns raised in your complaint.
  After a thorough investigation, we have identified the issues and are implementing corrective measures to ensure a resolution. We understand the importance of resolving this matter to your satisfaction.
  Once again, we apologize for any inconvenience caused, and we are committed to restoring your confidence in our services. Thank you for dedicated service!

• Initial Complaint

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Inconsistent responses, told I could add on once I was seen for additional issues. They claimed I would get 100% based off my problems and in the end they only got me a 10% increase. Then said I had to pay half upfront of $2500 since the other claim was deferred. Once I paid that they completely stopped communicating with me. No follow *** until I initiated complaints to company. They started saying i needed to keep resending documents that I had multiple already, and it was my fault there were denials. Basically, I paid them half and they stopped trying to complete the rest of claim. Use different company, do not give money to them as they only follow through on easy cases and then give up after being paid half.

  

  Business response

  12/18/2023

  ******, we would first like to thank you for expressing your concerns about the guidance provided regarding your claim. We have had the Serice Resolution Manager reach out to you to discuss more in detail. We assure you that continuous efforts will be made to improve these issues. Again, thank you for your feedback, and most importantly, 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. ↩