ComplaintsforVeteran Benefits Guide

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In July 2021 I began to work with VBG on preparing a disability claim to the VA after multiple failed attempts dealing directly with the VA to obtain a favorable decision. Initially I was hopeful to work with them as their website states that we do not owe anything unless we receive a "favorable decision" from the VA along with "We will be by your side to guide you throughout the entire process and until a decision is made" & also states "Dedicated Expert Guidance Throughout the Entire Process." These statements couldn't be further from the truth, my case manager Marcela S****** sent me the DBQ's to fill out but I received ZERO "dedicated expert guidance" from her on how to properly fill them out. I was left to my own accord to fill out the DBQs to the best of my ability. Altogether I submitted 5 DBQ's through VBG to review and process through to the VA. When the time came for the VA to make their decision I was granted a 10% increase from 40% to 50% with 4 of the 5 DBQs being completely denied by the VA. When I got my results I reached out via phone & email to Marcela seeking assistance in explaining why/how the VA denied nearly everything & that this was not a favorable decision & I would like to appeal or rebuttal but never received a call or email back. Nearly 2 months after my VA decision Marcela finally emails me back saying I had to pay my $2450 invoice for the 10% increase before my file goes to their QA dept for further evaluation. Upon my own evaluation of my VA results letter it shows that for the 4 DBQs denied, the claims folder for each were not even reviewed by VBG. This review is crucial for the VA as it helps provide the new evidence for their review. So I paid $2450 for VBG to send virtually nothing new to the VA leading the VA to make their decision based on my old files & nothing new that was submitted. I would like to redo my DBQs and submit them with a case manager that will actually provide the "dedicated expert guidance" they claim to provide.

  

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/01/27) */ Mr. S*****, thank you for reaching out to us and bringing your concerns to our attention. After speaking with you, we are pleased that we were able answer your questions and you have decided to move forward with the process. We have spoken to your Case Manager and made them aware of the situation and can ensure that they will be responsive in the future. We will work to expedite your file and hope to receive a favorable decision from the VA in the near future. We remain committed to helping Veterans like yourself receive the benefits you deserve. If there is anything we can do for you in the future, please be sure to contact our main number at (866) 412-8135. Consumer Response /* (2000, 7, 2022/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I used the company once years ago and they were unsuccessful helping me increase my disability percentage. I continued to pursue on my own after their services a year or so after. To this day they continue to call me and harass me as if I owe them money or simply trying to find out if I was successful on my own with the Va. I have asked for the calls to stop but they havent.

  

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/12/07) */ Mr. G*****, thank you for reaching out to us and bringing your concerns to our attention. We have reviewed your file and will be retracting your invoice as there is no fee due. We apologize for any inconvenience - we will no longer be contacting you and wish you the best of luck in the future. Consumer Response /* (2000, 7, 2021/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope I do not continue the same harassment. On the 6th prior to the above statement I received a long voicemail and long email with charges. Goes to show the poor interest & service they have in actually helping Veterans who are out here trying. They're out here trying to scam us only. Thank you BBB.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently filed for veterans benefits with Veteran Affairs through Veteran Benefits Guide and my transaction with them was completed. As part of the process I had to submit my active duty medical records to Veteran Benefits Guide so they could assess and my claim and file paperwork. I am trying to file another claim for issues I have had after I was active duty. It appears Veteran Benefits Guide has no interest in helping me with this claim which I assume is because they feel it is not wort their time, I say this because I have been trying to reach out to Veteran Benefits Guide for almost a month now through email, calling their main office and leaving voicemails, and calling the representative that helped me previously and leaving voice mails. I simply want my medical records returned to me and no one will return my calls or emails.

  

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2021/11/29) */ Angel, thank you for reaching out to us and bringing your concerns to our attention. We appreciate and value all feedback we receive as we continue to strive to improve our Veteran experience! As you know, you were able to connect with your Case Manager and she has crafted a solid game plan for guiding you through your next claims process. We remain committed to helping Veterans like yourself receive the benefits you deserve. We look forward to guiding you toward a favorable decision from the VA! Thank you for your continued trust in our Company and for your service. Consumer Response /* (3000, 7, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted by the business the day after I filed the complaint with the BBB, I was told that management knew about my request and that my medical records would be sent back to me. It has been about a week and I am waiting for my records, I will consider the matter closed once I receive the records. Business Response /* (4000, 9, 2021/12/06) */ Angel, thank you for reaching out to us regarding the status of your documents. We have processed your request - your file is in transit, and you should expect to receive it in the next few days. If there is anything we can do for you in the future, please reach out to us. It has been a privilege working with you and we are thrilled we were able to guide you to favorable decision from the VA! Thank you for your trust in our Company and for your service.

• Initial Complaint

  11/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Veterans Benefit Guide (VBG) to help me file a claim with the Veterans Affairs (VA). I signed a contract agreeing to pay a fee if I received a beneficial decision. VBG filed the claim to the VA. The VA incorrectly closed the claim. A couple of the items on the claim that had already been filed on and I believe that is what caused the issue with the claim. The claim should not have been completely closed. I reached out to VBG several times via email and phone asking for help on what to do next. I send them screen shots from my VA account showing the claim was closed. The representative from VBG that I was working with, Michelle, only asked for a letter from the VA. The VA never sent me a letter. I told Michelle this several times and sent her pictures of my VA online account showing the claim was closed. I stopped hearing from Michelle. I contacted the VA a couple months later and after several attempts made contact with a manager that helped me file a new claim. The new claim modified some of the issues with the claim that VBG helped me file. The VA manager did tell me that she did not know why the claim was closed and that it must have been a mistake. My new claim was filed. After I received a beneficial decision, VBG sent me a bill. I advised them that their claim was closed. I sent them proof. A manager from VBG contacted me and I spoke with him, giving him the proof that their claim was closed. He has not since responded. I have requested from VBG a letter stating that the bill is a mistake and canceled. They did not help when I needed it and now are trying to collect money on a claim I filed. The manager from VBG, Sam D****, will not email me back. Once I sent the proof about their claim being closed, no response. If you need me to send the emails that I sent and received from VBG, please let me know. VBG was notified of the closed claim months ago and never offered assistance to help me reopen it. Due to this fact, I had to file a new claim.

  

  Business response

  11/17/2021

  Consumer Response /* (2000, 6, 2021/11/16) */ The business responded to me today and has deleted the bill. This case can now be closed. Thank you.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed a contract with this company to represent me and file my disability claim with the VA. Its been over 5 months since I was sent to one of their doctors for a physical exam and they still have not submitted my claim to the VA. I have tried numerous times to get an explanation why my case is not being sent to the VA for evaluation. My case manager refuses to email or call me back regarding my concerns for them holding on to my case. When I call the main line all they say is a supervisor will call you back regarding your case and know one ever calls. I have even asked my case manager to send me my medical file if they aren't going to submit it so I can find a new company to represent me. All I am asking is they send my case to the VA like they stated they would in the contract or send me my case file so I can move forward with getting it submitted to the VA.

  

  Business response

  12/02/2021

  Business Response /* (1000, 9, 2021/11/30) */ Solomon, thank you for reaching out to us and bringing your concerns to our attention. We appreciate and value all feedback we receive as we continue to strive to improve our Veteran experience. We sincerely apologize for the delay on your file. We have contacted the third-party medical provider who conducted your exam and they have now returned your documentation to us. We will be completing one final review of your file prior to submitting your claim to the VA. This review should be completed within the next 48 hours. At that time, your Case Manager will contact you to discuss the submission of your claim. We thank you for your continued trust in our Company and look forward to guiding you to a favorable decision from the VA! Consumer Response /* (2000, 11, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response. I just wanted my case submitted to the VA and they are doing that. So I am grateful this has been resolved. God bless

• Initial Complaint

  10/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired the Veterans Benefit Guide company to assist in filing a VA Claim for Disability Compensation. An Intent to File was made on 23-July-2020. When my Medical Records finally arrived in May-2021, the company reviewed them to obtain what disabilities I qualify for. I made it very clear from the beginning that I wanted PTSD to be on the claim (deployed to Iraq and Afghanistan). The company put together the initial VA Claim and sent it to the VA in June-2021. After the Claim was received by the VA, they sent me a letter with the Claim information....additionally I could view it on E-Benefits page. This is when I discovered the company DID NOT include PTSD as I requested. I immediately contacted Dana B******* (Case Manager) with the discrepancy. B******* stated she had sent her underwriting staff the Claim which included PTSD. However, the underwriting Staff failed to submit the proper claim (missing PTSD). The company sent a subsequent claim for PTSD. This resulted in PTSD being a separate Claim and did not fall under the Intent to File Date. Therefore, when the VA Claim was completed, I received a 30% rating effective 23-July-2020 and a 60% rating effective 22-June-2021. This error resulted in a financial loss that SHOULD NOT have occurred if the the company filed the original claim properly. Here are the numbers as they should have been: 13 months backpay Lump Sum at 60% rating ($1,146.39) = $14,903.07 $14,903.07 minus Separation Pay Recuperation ( $9,313.87) = $5,589.20 $5,589.20 minus company's full fee ($4,200) = $1,389.20 backpay to me However, since the 60% rating was done separately, I will receive no backpay and any money paid to the company for a fee would be at a financial loss. This is not fair and I should not be penalized for their negligence. I feel the fair solution would be for the Veterans Benefit Guide company make this pro bono since it was their negligent error that created this situation.

  

  Business response

  11/01/2021

  Consumer Response /* (2000, 5, 2021/11/01) */ From: ********** <********************> Date: Sat, Oct 30, 2021 at 8:00 AM Subject: Nicholas F**** - Request Complaint Retraction To: Complaint ID#: ******** Business Name: Veteran Benefits Guide Good Morning. I filed the above and attached complaint against the Veteran Benefit Guide company on 10/27/2021. It has not been processed and the company has not responded to the BBB Yet. The company contacted me directly and the issue has been resolved to 100% satisfaction. I have faxed this retraction request and left a voicemail as well with your company. I appreciate your assistance. Nicholas F**** ************

*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. ↩