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:06/20/2025

  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.

  They were referred to by the disability office and thereby thought they were a legitimate company that would be helping with my benefits claim for veterans benefits and SSI benefits. They led me to believe they would be there and helping every step of the way. They did very little above what I was doing myself. I still had to fill out all the paperwork etc. They didn't help at all with my SSI disability benefits and the benefits I was awarded from the VA are only $185 per month. The back payment for this was only $800. Yet they billed me $800 for their services. At the moment this $185 is my sole source of income. I have been paying them $50 monthly even at the expense of my not having basic living essentials. I have paid roughly $250 already but they have now been calling *** telling me that isn't enough *** that they want more. I do not have more to give and would like to find out why they billed me so much in the first place when I thought it was a lot lower of an amount they would charge me. I would think them getting $250 out of $800 is more than they could take much less the full $800 I received in back payment. Especially when they did little to nothing to assist me. Harassing me to pay more than $50 out of my monthly $185 when what i have been paying them is more than I can afford is wrong entirely. I would like to find out where they are justifying $800 fee for an $800 back payment on a monthly award of only $185. I would also like the harassing calls to stop. I have not been approved for ssi disability and only receive this $185 monthly. I can possibly send $5 a month to show effort but this was supposed to benefit me and lessen burden on family amd friends. Not stress me out by having them harass me for every dime for the very little they did.

  

  Business Response

  Date: 07/02/2025

  Dear Mr. ********************* you for taking the time to share your feedback. We've completed a full review of your account and want to provide clarity on the outcome.
  
  Your account has been closed, and there is no remaining balance. No further action is needed on your part. While every situation is unique, were proud to have supported an increase in your benefits during your time with us, and were glad that result will continue to serve you moving forward.
  
  At Trajector Medical, were dedicated to serving veterans with care, respect, and professionalism. While your recent experience may not have met your expectations, we hope this resolution brings peace of mind and closure.
  
  We appreciate the opportunity to have worked with you and wish you the very best in the future. If you ever need support down the road, were here.
  
  Sincerely,
  The Trajector Medical Team

• Initial Complaint

  Date:06/16/2025

  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 am writing in regards to Trajector medical. As many others have stated on the very high percentage of invoice as compared to benefits received. All was fine with initial set up, as they provided assistance from what seemed to be professionals. However after that is was pushy calls from what seemed a foreign call center. I understand there was a contract, however that was forced to be signed before services began. And though my claims were submitted. I feel like I am paying around $8000.00 for services that do not add up to what was promised. With the follow up calls it was always poorly scripted conversations with no real understanding of what was going on and these calls were made by persons that spoke little to no English. They could not answer my questions in a way that were clear. Only the same rewritten jargon was relayed to me. I feel that the amount owed should be adjusted to properly match services received. After reviewing all the complaints I can not believe the Company is still allowed to deceive Veterans. Anyone reading this complaint be forewarned that though there may be positive results, they do not come with genuine ethic.

  

  Business Response

  Date: 06/23/2025

  Dear Mr. ***************** you for sharing your experience through the Better Business Bureau. We appreciate the opportunity to connect with you directly and value the chance to support your needs with clarity and care.
  
  Our records show that a member of our client experience team reached out and spoke with you to address your questions. Following that conversation, **** confirmed that your account and invoice have been updated to reflect the outcomes of that discussion. Were glad we could provide that clarification and help ensure everything is aligned moving forward.
  
  At Trajector, were committed to offering responsive service and a thoughtful client experience. Every piece of feedback helps us strengthen the work we doyour input is no exception. We approach each interaction with a focus on understanding and partnership, and were grateful for the opportunity to do so here.
  
  Should you have anything further youd like to discuss, we welcome the conversation. Our team is always here and ready to assistyou can reach us directly at *********************************************************************
  Regards,
  The Trajector Medical Team

  Customer Answer

  Date: 06/23/2025

  [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. ******** with Trajector was tremendous help. The invoice was able to be adjusted and my new rating of business is 5 stars!!!

  Regards,

  ***** ****

   

• Initial Complaint

  Date:06/12/2025

  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.

  They were to get back with me I used them for va disability and was told the bill would be half the amount that was awarded they are charging me everything that was awarded. They use pressure and long phone calls and never give time to think. I was was told 50percent of the new adard minus any money I was already receiving. I am disappointed and am a disabled veteran who is getting taken advantage of. I have mental issues and they are pushing me in to depression.

  

  Business Response

  Date: 06/23/2025

  Dear Mr. ********************** you for sharing your feedback. We appreciate the chance to engage with you directly and are committed to providing a clear, respectful, and helpful experience every step of the way.
  
  Our client experience team has reached out and spoken with you to ensure your questions were answered and that your account reflects the details of that recent communication. Weve confirmed that your invoice and records have been updated, and we trust this brings clarity to the matter.
  
  At Trajector, were always working to support those we serve with transparency and care. Your perspective is important to us, and we welcome the opportunity to learn and grow from every interaction.
  
  Should you have any additional questions or thoughts youd like to share, our team is here and ready to help. Please dont hesitate to reach out to us at *********************************************** always listening.
  
  Regards,
  The Trajector Medical Team
  

• Initial Complaint

  Date:06/08/2025

  Type:Billing 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.

  Trajector medical originally helped me get from a 60% to a 90% VA disabiltiy rating. They immediately sent me an invoice shortly after my award and I promptly paid them what I owed. That was just over 2 years ago and I haven't used their services since. Trajector medical is now harrassing me with emails, phone calls and text messages saying I now owe them an additional $7,774.75 even though they have done nothing for me in the last 2 years! I request they formally close my account and even issue me an apology for the harassment.

  

  Business Response

  Date: 06/12/2025

  Dear Mr. ******************* you for taking the time to share your feedback.
  
  We understand that navigating benefit claimsespecially when they involve outside agenciescan be a complex and sometimes uncertain process. While Trajector Medical is not connected to the VA and does not have access to their internal systems, our role is to assist with preparing and supporting claims in ways that help veterans pursue the benefits theyve earned.
  
  Prior to beginning services, we share a clear outline of our process and fee structure. These details are designed to ensure transparency throughout the journey. From our records, it appears that our team reached out to you directly, responded to your questions, and provided the requested information regarding your account. Weve also confirmed that your account has been closed.
  
  We value the opportunity to have worked with you and appreciate you sharing your perspective. Every piece of feedback helps us better support the veterans we serve.
  
  If youd ever like to reconnect, our Client Experience Team is always here to help at *********************************************************************.
  
  The Trajector Medical Team
  
  

  Customer Answer

  Date: 06/12/2025

  [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 satisfactory to me.  ******** did an excellent job answering my questions and helped me navigate my account close out steps/procedures.  I am thankful Trajector Medical has employees like ********! 

  Regards,

  ****** *****

   

• Initial Complaint

  Date:06/02/2025

  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 am requesting assistance in terminating my contract with Trajector Medical (formerly Vet Comp & Pen). I engaged their services to assist with a VA disability claim but have serious concerns about their practices.I never completed or signed the required VA forms (such as VA Form *****a) authorizing Trajector to represent me before the Department of Veterans Affairs. Despite this, I believe they may have accessed or submitted information on my behalf without proper authorization, potentially violating VA policy and my privacy rights.Furthermore, the contract I signed lacks clear terms on cancellation, and Trajector has not provided a straightforward way to terminate the agreement. I do not wish to move forward with their services, and I want all activity on my behalf to stop immediately.I am asking the BBB to help with the following:1.Terminate my contract with Trajector Medical.2.Confirm Trajector will not act on my behalf or contact the VA further.3.Ensure they will not attempt to collect any fees related to services I no longer ************ a veteran, I take my privacy and representation seriously. I appreciate the BBBs help in resolving this quickly and fairly

  

  Business Response

  Date: 06/10/2025

  Dear Mr. ********************* you for sharing your feedback with us. At Trajector, safeguarding client information is a core commitment. We have comprehensive policies and protocols in place to ensure privacy and data security, including rigorous vetting and confidentiality agreements for all team members. Our operations fully comply with applicable U.S. and state privacy and consumer protection laws, reflecting our dedication to industry-leading standards.
  
  We appreciate the opportunity to connect with you directly and address your questions. Our team remains available to provide support and guidance as you navigate your current circumstances. Please feel welcome to reach out anytime while your account is active with ****** here to assist.
  
  Your input is important to us, and we are committed to maintaining a supportive and transparent relationship.
  
  Trajector Medical
  
  

• Initial Complaint

  Date:04/28/2025

  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.

  Subject: Improper Billing for VA Disability Claim Not Assisted by Trajector Medical Details of the Complaint:In 2023, I engaged the services of Trajector Medical to assist me in filing VA disability claims. At that time, they helped me file several claims, and when those claims were successfully awarded, Trajector Medical billed me for their services. I paid them over $3,000 for the claims they worked on, which I do not dispute.However, there were also claims that Trajector Medical assisted with that were denied by the ***** 2025, I filed a completely separate VA disability claim on my own, without any assistance, documentation, or involvement from Trajector Medical. This new claim was independently handled by me from start to finish. After successfully being awarded benefits from this claim, Trajector Medical has now billed me for it, despite having no part whatsoever in the claim preparation, submission, or any related work.I find this billing to be both unethical and deceptive. They are attempting to collect payment for a service they did not perform, which is misleading and unfair. I have attempted to resolve this issue directly with Trajector Medical, but they have continued to pursue this improper charge.Resolution Sought:I am requesting that Trajector Medical immediately cease their attempts to collect payment for the ********************************************* any way.I also request confirmation in writing that they will not seek further compensation related to claims they were not involved in.Thank you for your attention to this matter.

  

  Business Response

  Date: 04/30/2025

  Dear Mr. **************** hope this message finds you well. We were sorry to learn that you were dissatisfied with your experience with our company, which led to your decision to file a complaint with the Better Business Bureau. Please know that we take such matters very seriously, and we are committed to addressing any concerns our clients may have in a fair and timely manner.
  
  The reason cited for your dissatisfaction appears to relate to the invoice you received for services we believed had been rendered to youspecifically, the provision of medical evidence in support of your case. We understand how important clarity and transparency are when it comes to billing and service delivery, and we regret any confusion or frustration this may have caused.
  
  In an effort to resolve this matter promptly and respectfully, we had a member of our Client Experience team reach out to you directly. According to our internal records, they were able to successfully contact you and engage in a meaningful discussion regarding your concerns. The notes in your account indicate that during this conversation, your questions were addressed and clarification was provided regarding the nature of the services and the invoice in question.
  
  in line with the conclusion of our communications and the resolution of your concerns, we have processed your account for formal closure in our system. This action signifies that all matters related to your file have been addressed, and no further action is required on your part or ours.
  
  Thank you for allowing us the opportunity to resolve this matter. We value all feedback, including concerns such as yours, as it allows us to continuously evaluate and improve the quality of service we provide.
  
  Sincerely,  
  Trajector Medical

  Customer Answer

  Date: 04/30/2025

  [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: 23258495

  To Whom It May Concern,

  
  

  I am submitting this response to formally reject the statement provided by Trajector Medical regarding my recent complaint.

  
  

  Trajector Medicals response is factually incorrect and omits key details. I originally contacted the company to dispute a $7,000 charge for services that were never rendered. During that communication, I was asked to provide documentation related to my VA disability claim and to demonstrate that no work had been performed by Trajector on the case in question. I provided the requested documentation promptly and in full.

  
  

  Instead of resolving the issue at that point, I was subjected to repeated and unsolicited contact from Trajector Medical via phone, email, and text message. These communications were aggressive and persistent, and I considered them to be harassing in natureespecially given that I had already provided evidence disputing the charge.

  
  

  It was only after I filed a complaint with the Better Business Bureau that Trajector Medical finally acknowledged it had not worked on the claim and agreed to correct the invoice and close my account. Based on this experience, I believe that if I had not reached out to the BBB, the company would have continued to pursue payment for services it did not provide.

  
  

  I respectfully request that Trajector Medical acknowledge the inappropriate nature of its communications and that this information be posted publicly so that other veterans are made aware and do not feel pressured into paying for unrendered services.

  
  

  Sincerely,

  ***** *****

  

  Business Response

  Date: 05/15/2025

  Dear Mr. ***************** style="font-size: 0.875rem;">While it is correct that we received some documentation, there were some items still missing. We made several attempts since November 2023 to request this information to update the decision status for your conditions on your account. We do this to ensure the information we have is current and accurate. 

  Thank you for providing your most recent decision letter. It allowed us to confirm that your increase was not related to the conditions we created medical evidence for. We were actually in the process of updating your account when we received this feedback. We attempted to contact you by both phone and email to update you that the matter has been resolved and your account is closed. While we were unable to reach you, a letter of account closure was sent confirming this.
  
  
  Trajector Medical

• Initial Complaint

  Date:04/24/2025

  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 am filing a complaint against Trajector Medical for deceptive and negligent practices related to their assistance with my VA disability claim. Despite not delivering any of their advertised services, Trajector has sent me an invoice for approximately $11,000.00. I request they close my account with a $0 balance due and cease all further contact with **** had an open disability claim with the VA that would have backdated my compensation by 9 months, but Trajectors actions caused significant delays, leading to the loss of compensation. Here are the key issues:Failure to Provide Medical Evidence: The doctor at my C&P exam stated that there was no supporting medical evidence for my claims, despite Trajectors promises to assist in gathering this evidence. Most of my claims were denied, except those for which I submitted my own medical records.Misleading Advice: Trajector instructed me to click a link to submit my claim via fax, despite my concerns, resulting in a loss of 9 months of compensation.Incomplete Documentation: After filling out a detailed packet of medical ailments, the nurse assigned to review my paperwork could not locate it during our interview, wasting time and preventing a proper review.Appeal and Supplemental Claim: After my claims were denied, I filed a supplemental claim with my own evidence. My claims were eventually approved, but only after unnecessary delays.Harassment from ************ Trajectors foreign call center staff has repeatedly contacted me, seemingly with access to my disability rating, causing further stress and harassment.Despite the lack of services, Trajector sent me an invoice for approximately $11,000. I request that the Better Business Bureau investigate Trajectors deceptive practices and that they close my account with a $0 balance due. Additionally, I request that Trajector Medical cease all further contact with me moving forward.

  

  Business Response

  Date: 04/30/2025

  Dear Mr. ***************** are sorry to hear that you are dissatisfied with your experience and feel that you did not receive adequate support from our team. Additionally, we regret that you are unhappy with the invoice issued for services we believe were appropriately rendered, which has led to your recent complaint with the Better Business Bureau.
  
  While we understand your concerns regarding the invoice, we would like to clarify a few key points. Prior to any services being provided, you reviewed, acknowledged, and signed a service agreement outlining the terms and conditions of our engagement, including the fee structure for claims supported through our effortssuch as the development of medical evidence.
  
  In regard to the back pay you did not receive, we empathize with your disappointment. However, the granting of back pay or retroactive benefits is solely determined by the Department of Veterans Affairs (VA) and is not influenced by any external party, including our organization. It is also important to note that back pay is not guaranteed under any circumstances.
  
  You mentioned that your claims were denied; however, to date, we have not received any documentation confirming such denials or indicating that our support did not contribute to the benefits you ultimately received from the VA. The ** makes its decisions based on the totality of evidence presented, and its examiners are expected to evaluate all available information. It is incorrect to state that no medical evidence was provided in your case, as that is not accurate.
  
  At this time, your account remains active with our finance team due to the unresolved invoice and the lack of engagement with our client experience team. Should you wish to discuss the matter further and work toward a resolution, we welcome the opportunity to speak with you.
  
  Sincerely,  
  Trajector Medical
  

  Customer Answer

  Date: 04/30/2025

  [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: 23243037

  I am rejecting this response because:

  1. Failure to Deliver Promised Services: Despite the signed agreement, Trajector did not provide the expert assistance they promised, particularly in developing medical evidence for my VA claim. The documents they submitted were of no value and did not contribute to the success of my claim.
  2. Mishandling and Loss of Medical Forms: Trajector lost the original medical forms I meticulously filled out, which included all of my medical conditions. These forms were critical to my claim, and the failure to properly manage or even retain them was a major factor in their failure to deliver what they promised.
  3. Unjustified Invoice: The invoice issued by Trajector is unjustified. I did not receive the services outlined in the agreement, and I believe the invoice is an attempt to collect for services that were never rendered.
  4. Incompetence and Data Privacy Concerns: Given the mishandling of my claim and personal documents, I have serious concerns about Trajector's ability to handle sensitive information safely and in accordance with data privacy regulations.
  5. No Further Engagement: I have made it clear that I do not wish to engage further with Trajector, and I expect my account to be closed with a $0 balance due. I will continue to post reviews and warn others about my negative experience if the matter is not resolved.
  I request that Trajector address these issues promptly by closing my account with no balance due and removing the unjustified invoice.

  Regards,

  ***** Bieber

  

  Business Response

  Date: 05/15/2025

  Dear Mr. **************** you for taking the time to share your feedback. At Trajector Medical, we strive to provide meaningful support tailored to each clients needs and appreciate the chance to address your concerns directly.
  Before we began working together, you reviewed and signed a service agreement that clearly outlines the terms of our engagement, including the fee structure related to claims assistance and the development of medical evidence. This agreement ensures transparency and helps set clear expectations from the start.

  Our records show that we provided extensive support for your claim, including medical opinions and supporting medical literature for multiple conditions. We also made efforts to connect with you before your Compensation & Pension (C&P) exam to offer guidance, though we did not receive a response. Were always here to assist and encourage communication throughout the process to maximize the benefit of our support.

  If you have VA rating decision letters that indicate our medical evidence did not contribute to an increase in your benefits, we are prepared to clear your invoice in full. On the other hand, if the evidence we provided did play a role, we welcome the opportunity to review your invoice with you to ensure it reflects your satisfaction with our services.

  We value open dialogue and want to work with you toward a fair resolution. We encourage continued engagement so that we can support you as effectively as possible. Until we hear from you, your account will remain open, and the invoice will be pending.

  
  Trajector Medical

  Customer Answer

  Date: 05/16/2025

  [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: 23243037

  Dear Trajector Medical,
  I am rejecting your recent response and reiterating my demand for resolution. While I appreciate your attempt to address my concerns, your response does not adequately resolve the issues I have raised, nor does it reflect the gravity of the situation.
  Failure to Deliver Promised Services: The service agreement you referenced does not change the fact that Trajector failed to deliver the services promised. You claim to have provided "medical opinions and supporting medical literature for multiple conditions," but this is inaccurate. I was never examined by a medical professional, and the evidence you provided was of no value. The services promised were never rendered, and the invoice for $11,000 is unjustified and should be voided.
  Mishandling of Communication: Your claims about attempting to contact me before my C&P exam are misleading. I was denied an appointment and told I would receive a call the day before my exam. Instead, I received an automated call that dialed my number twice in rapid succession, followed by a claim that I did not respond. When I immediately returned the call, I was denied assistance. The email you sent with guidance contained broken links and was completely ineffective.
  Unjustified Invoice: I maintain that the $11,000 invoice is unjustifiable. The services you claim to have provided were not delivered, and I request that my account be closed with a $0 balance and the invoice removed immediately. Failure to take these actions constitutes an attempt to collect on an invalid debt.
  Potential HIPAA Violations Involving Exposure to Foreign Nationals: I have serious concerns regarding potential violations of the **************** Portability and Accountability Act (HIPAA), particularly in relation to the mishandling and exposure of my medical information. It is possible that my personal health information has been accessed or handled by foreign nationals, which would constitute a direct violation of ***** and consumer protection regulations. I expect your company to ensure that all actions taken on my behalf comply with ****** privacy and security requirements.
  Failure to Resolve the Matter: Should Trajector fail to resolve this matter promptly, I will pursue all available legal avenues to protect my rights, including, but not limited to, filing complaints with regulatory authorities such as the ************************ (***), the ************************************ (****), and the *************** of Health and Human Services (HHS) regarding HIPAA violations. Additionally, I reserve the right to pursue civil action for damages resulting from your companys failure to meet contractual obligations, as well as potential violations of privacy laws.
  Demand for Immediate Action: I demand that Trajector immediately close my account with a $0 balance, remove the unjustified invoice, and cease any further attempts to collect payment. If these conditions are met, I will consider this matter resolved and will update my BBB complaint accordingly. Failure to comply will lead to further escalation, including legal action.

  
  
  
  

   

   

  

  Business Response

  Date: 05/28/2025

  Dear Mr. ****************** you for your follow-up and for sharing your continued concerns. We take all client feedback seriously and appreciate the opportunity to respond directly.
  
  Trajector Medical is a medical evidence company. We work to provide clients with independent medical opinions and literature reviews that they may choose to submit to the VA. In your case, our records confirm that we prepared and delivered multiple medical evidence packets covering a range of claimed conditions, including expert medical opinions supported by peer-reviewed literature.
  
  Our fee is calculated based on the tangible results we provide to our clients. This model ensures that our remuneration is aligned with the benefits we bring to our clients, and our fees are only applicable when our medical evidence is used to obtain demonstrable increase in their monthly benefits. We have helped tens of thousands of satisfied veteran clients by providing medical evidence in support of the benefits for which they are medically, legally, and ethically qualified.
  
  We regret that you experienced difficulty with some communications and would appreciate an opportunity to better understand the issues you encountered. We are committed to continuously improving how we support our clients.
  
  We take client privacy with the utmost seriousness. All work is performed in accordance with applicable privacy and data security laws, and all personnel with access to medical information operate under strict contractual confidentiality obligations. If you believe your information was mishandled in any way, we would welcome more specifics so that we can conduct an internal review. While Trajector is not a HIPAA-covered entity, we take the protection of client information seriously and enforce strict data security and confidentiality protocols. All personnel, including any foreign support team members, are subject to rigorous vetting, binding confidentiality agreements, and compliance with our internal policies designed to safeguard personal information. We operate within the bounds of applicable U.S. and state privacy, consumer protection, and data security laws. We remain committed to ensuring that all actions taken on your behalf meet or exceed industry standards for privacy and security
  
  We remain open to reviewing and resolving your invoice. As noted previously, if your VA rating decision letters show that the medical evidence we provided did not contribute to any increase in your benefits, we are prepared to clear your invoice in full. If our evidence was a factor, we are still open to discussing the invoice and any concerns you may have regarding value and satisfaction.
  
  We truly want to find a fair and transparent resolution. We encourage you to provide a copy of your VA rating decision so we can properly assess whether the services rendered led to an increase in benefits. This step allows us to close the loop responsibly and in accordance with our internal resolution policy.

  Trajector Medical

  Customer Answer

  Date: 05/28/2025

  [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: 23243037

  Dear Better Business Bureau,
  I am rejecting Trajector Medical's most recent response and wish to emphasize a critical point they made, which further reinforces my position. Trajector has admitted that they are not a HIPAA-covered entity, which means they do not operate under the same privacy and confidentiality standards required for medical evidence.
  This is a significant admission. Since they are not HIPAA-compliant, the "medical evidence" they provide cannot be regarded as legitimate or legally binding in the context of a VA disability claim. The VA requires evidence that is handled with appropriate confidentiality and security, which Trajector has openly stated they do not meet.
  This reinforces my argument that the documentation provided by Trajector was not valid, and their services were of no value in my claim. I refuse to pay for unprofessional, irrelevant, and improperly handled documents that were never going to be accepted as legitimate evidence by the VA.
  In accordance with the VA's requirements for disability claims, veterans must provide three critical pieces of evidence:
  1.) Current Disability
  2.) Connection to ***********************Related Cause or Aggravation
  Veterans who succeed in their claims are not benefiting from Trajector's "garbage" documents, but from the medical records, service records, and personal documentation they already possess. Trajector's documents do not satisfy these requirements, and any success veterans experience is due to their own medical recordsnot the irrelevant, generic materials Trajector provides. To be clear, Trajector's involvement does NOT contribute to meeting the VA's evidence criteria.
  Given this, I reject their continued request for my VA rating decision letter and assert that Trajectors invoice is entirely unjustified. Their refusal to follow ***** standards further proves that their services are neither credible nor compliant with the necessary legal and medical requirements.
  As such, I reiterate my demand for Trajector to immediately close my account with a $0 balance and remove the unjustified invoice. Failure to do so will result in further legal action and complaints to the appropriate regulatory bodies.
  Sincerely,
  ***** Bieber

• Initial Complaint

  Date:04/23/2025

  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.

  I used Trajector Medical services and on my behalf Trajector filed a VA disability claim. I was rewarded a 60% disability rating. The claim was submitted in July 2023. The ** made their decision in October 2023. As per the agreement with Trajector Medical I paid for their service with my last payment was in April 2024. In February 2024 I contacted Trajector Medical asking for Trajector to file an appeal for my benefits and Trajector refused stating they don't file appeals. I then informed Trajector I do not want contact and I cancelled any further services from them. Now in April 2025 Trajector is sending me invoices for services not provided and can't provide a copy of anything Trajector Medical has done on my behalf since July 2023 because they haven't provided any service to me.Just like I stated to Trajector in February 2024 I don't want contact by Trajector and I do not owe Trajector Medical any money because payment for their service has been paid in full.

  Customer Answer

  Date: 04/24/2025

  Trajector is contacting me directly and I will not have contact with them. I specifically demanded for Trajector not to have contact with me.

  

  Business Response

  Date: 05/09/2025

  Dear Mr. ***************** regret to hear that you are dissatisfied with your experience and have filed a complaint with the Better Business Bureau. It is unfortunate that the source of your concern appears to be the invoice issued for services we believe were rendered.
  
  We would like to take this opportunity to clarify that while our team provided you with support and guidance, Trajector Medical does not submit claims on behalf of our clients, as we are not authorized to act in that capacity.
  
  In an effort to resolve this matter promptly, our Client Experience team attempted to contact you multiple times via phone, SMS, and email. Unfortunately, these efforts have been unsuccessful, and we have not yet had the opportunity to speak with you directly to discuss and resolve your concerns.
  
  As it stands, your account remains active with our Finance team, as we have not received any documentation or evidence from you that would warrant invalidating the invoice. We remain committed to resolving this issue and welcome the opportunity to assist you further.
  
  Should you wish to move forward toward a resolution, we encourage you to contact us at your earliest convenience.
  
  Sincerely,
  Trajector Medical
  

  Customer Answer

  Date: 05/09/2025

  [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: 23240734

  I am rejecting this response because:

   

  Trajector Medical didn't provide the services invoiced and stating it was isn't proof it was provided because it wasn't.

  Regards,

  ***** ******

  

  Business Response

  Date: 05/15/2025

  Dear Mr. ******************** you for sharing your feedback.
  
  We always aim to provide thoughtful support and clear communication throughout each step of the process. When we noticed your account had outstanding documentation, our Client Experience team reached out several times by phone, text, and email. These outreach efforts were made to ensure we had everything needed to complete your file and finalize your invoice.
  
  Based on our review, we received documentation for all but one of the claims we assisted with. To fully close out the account and consider adjustments to the invoice, we simply needed confirmation of the outcome related to that remaining item. Without that final piece and without direct communication, we werent able to move forward at the time.
  
  That said, we recently conducted a full review of your account. In the spirit of closure and goodwill, weve gone ahead and updated your invoice and closed your account in full.
  
  Trajector Medical

• Initial Complaint

  Date:04/15/2025

  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 filed an application with this company in October 2024. After the initial intake phone conversations and going over medical records with seemingly informed professionals, I was handed off to call center representatives (CCR) who could not discuss claim in detail or provide updated or relevant information. There were mistakes on my application, no Intent to File was submitted with the application, which I found out from the **** of Vet Affairs is a requirement and I have informed them of my legal name several times and it was never updated. This complaint is filed with the name on their records. The **** gave scripted unhelpful responses over and over which prompted me to contact the **** of Vet Affairs who informed me about the need for an Intent to File AND that there were errors on the application. The **** could not or did not address my concerns or provide additional information past the application processbasic info! This company also obtained info about my disability rating illegally. I did not provide it to them! I have since learned thatthey are giving advice on how to prepare, present, and prosecute claims before the VA without proper accreditation from the ** office of general counsel; only accredited representatives are authorized by law to collect a fee for assisting claimants. I also found out that representatives of this company have been calling and fraudulently behaving as my authorized representative to inquire about VA rating increases. I did pay some of what was demanded because I thought I was obligated. I have requested that they close my file and was informed that I would have to pay their requested monies in full first. I seek assistance with closing the file with no monies due.

  

  Business Response

  Date: 04/23/2025

  Dear ******** ******,
  
  We regret to hear that you are dissatisfied with our services and feel that we did not provide adequate support. We sincerely apologize for any inconvenience you may have experienced regarding your account and the invoice issued, which you have referenced in your recent complaint to the Better Business Bureau (BBB).
  
  We understand your concerns regarding the legitimacy of our billing practices. However, we would like to clarify that the regulations governing accredited entities do not apply to our organization, as we do not provide legal representation. This distinction is clearly outlined in the service agreement that you read, acknowledged, and signed prior to the commencement of any services. Like many businesses, we are fully entitled to charge for our services regardless of BBB accreditation status. Additionally, the interpretation of our agreement by any third-party law firm does not override applicable laws or contractual enforceability.
  
  In reference to your statements about a potential HIPAA violation, we want to emphasize that at no point have we acted, nor do we have the authority to act, as your authorized representative. This limitation is also expressly detailed in the agreement you signed. Specifically, Section 1 of the agreement states:
  
  Prepare for Battle  
  -We are not your VA representative so we will not prepare, present, file, and/or prosecute a claim on your behalf. Although we help as much as we can with medical evidence collection and development, you must do your part.*
  
  We recognize your concerns regarding the invoice, and we want to reiterate that all services and fees were transparently disclosed and agreed upon prior to any work being performed. The fee structure, which was clearly detailed in the agreement, pertains to claims that may result in an increase in benefits due to our support. To date, we have not received any documentation confirming that your claims were denied or that our assistance did not contribute to the benefits you are now receiving.
  
  As the invoice remains unresolved, your account will remain active with our finance department. If you would like to discuss this matter further or work toward a resolution, we welcome you to contact us at your earliest convenience.
  
  Respectfully, 
  Trajector Medical

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising 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 engaged Trajector to assist me with my Veterans Administration claim. Their service provides no value. They only complete the VA forms with the information I provide to them. You must submit your own forms (which I had submitted myself previously). They claim to coach you with periodic phone calls, but they only ask you questions about the status of your claim. No new information is provided. I asked to terminate our agreement on 7 January 2025 when it became apparent that they were not helping, and I was ignored. Now, I receive harassing phone calls, email messages, and texts pressuring me. Had a call today and offered a settlement (for what I don't know) if they would altogether terminate our relationship, and they refused.

  Customer Answer

  Date: 04/11/2025

  I wish my relationship with Trajector to terminate immediately and all obligations on the part of both parties cease. 

  Customer Answer

  Date: 04/11/2025

  I also request a fee waiver from Trajector so I can engage real lawyer to help me with my Clai.

  by your own report, Trajector has received 481 complaints in three years. That's more that 13 complaints a month. 

  

  Business Response

  Date: 04/18/2025

  Dear Mr. ***************** regret to learn of your dissatisfaction and the complaint you have filed with the Better Business Bureau. It is unfortunate that your concerns appear to stem from frustration regarding an invoice we issued for services we believe were rightfully provided.

  We are particularly disheartened to hear that you feel we do not provide value to the clients we serve. At Trajector Medical, we strive to deliver meaningful support to all of our clients, and your feedback is taken seriously.
  In an effort to resolve this matter promptly, our Client Experience team made multiple attempts to contact you via phone, SMS, and email. Unfortunately, according to our records, these efforts were unsuccessful, and we have not had the opportunity to discuss your concerns directly.

  At this time, your account remains unresolved. If you are willing to engage in a conversation, we encourage you to reach out so we may assist you and work toward a fair resolution. Please be advised that, in the absence of evidence invalidating the invoice, your account will remain active with our Finance team.

  Sincerely,
  Trajector Medical
  
  

  Customer Answer

  Date: 04/21/2025

  [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: 23191338

  I am rejecting this response because:

  I attempted to resolve this issue with Trajector but they refused. I reluctantly agreed to pay what they claimed I owed to prevent their continued harassment and fully discontinue our relationship but it was refused. I will now contact my congressman and the VA and file complaints with them. 

  Regards,

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

  

  Business Response

  Date: 04/30/2025

  Dear Mr. ****************** regret to hear that you are dissatisfied with our services and feel that we did not adequately support you. We understand your concerns regarding the issues you've experienced with your account and the invoice issued for services we believe were rendered, which led to your complaint to the Better Business Bureau and your subsequent rejection of our prior response.
  
  While you have expressed that we have "refused" to assist you, we respectfully disagree with that characterization. Since your initial complaint, we have made multiple attempts to reach out to you. Our last documented communication was on April 4, 2025, when you indicated that you had requested to close your account as early as January. At that time, we explained that we could not honor that request due to the fact that the medical evidence we provided was submitted to the ** on your behalf. We also advised that we would require documentation confirming that your claims were denied and that our support did not contribute to any increase in your benefits.
  
  As of today, we have not received any such documentation. Additionally, our records show that you agreed to compensate us for our services but have not submitted any payments to date.
  
  Given the outstanding balance, your account will remain active with our finance team. If you would like to discuss this matter further or work toward a resolution, we encourage you to contact us at your earliest convenience.
  
  Respectfully,  
  Trajector Medical

  Customer Answer

  Date: 04/30/2025

  [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: 23191338

  I am rejecting this response because: I tried to arrange a settlement with Trajector but it was refuse. Your agent refused to consider a comprimise and negotiate in good faith. I asked to terminate our relationship at the time but greed got the better of her. There is no negotiating with Trajector so don't tell me this can be resolved in a mutually beneficial manner. 

  Regards,

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

  

  Business Response

  Date: 05/15/2025

  Dear Mr. **************** you for sharing your thoughts. Were here to help veterans navigate a complex and often overwhelming process, and its important to us that you feel supported every step of the way.
  Just to clarify: were not legal representatives and dont submit or track claims with the VA. What we do is help uncover overlooked conditions, gather medical evidence, and prepare personalized documentation to support your case.
  Heres how we support you:
  You speak with a nurse to review symptoms
  We map symptoms to potential conditions and severity
  Our team identifies contributing factors using clinical data
  We build a tailored medical evidence packet aligned with your goals
  And we offer preparation calls to help you feel confident ahead of your C&P exams
  Regarding your agreement: were committed to honoring what was outlined and are simply waiting on the final VA decision paperwork to close your file. Wed truly like to find a resolution that feels right for both sides.
  We reached out on April 16 to connect and talk through next stepsbut havent yet heard back. We welcome the chance to speak and move forward in a way that respects your service and your time.
  Were here when youre ready.
  
  Trajector Medical