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:03/25/2025

  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 signed up to work with Trajector Medical for assistance in submitting my claims with the **. I was told that Trajecor would help advocate for me with helping on my disability claims. Trajector Medical only filed the paperwork but then I do everything else. When I would call for help I was sent to a call center out of the country that didnt understand English on a third grade level. When I did ask for help via email, text or phone call no one was there to help. But they sure did call, text and email when my percentage changed. This company is scamming Veterans out of thousands and we have to pay because they make you sign a contract that they can sue you over. I feel like they should only bill for the time that they are working directly with the Veteran by the hour. Just like attorneys do.

  

  Business Response

  Date: 04/10/2025

  Dear Mr. ******************* regret to hear that you were dissatisfied with your experience and have chosen to file a complaint. It is unfortunate that a breakdown in communication with our staff led to your concerns not being addressed adequately. We also acknowledge your comments regarding your interactions with our diverse team, and we are sorry to hear that this contributed to your dissatisfaction. 
  
  Additionally, we understand that you are unhappy with the invoice issued for services rendered during your time with us. Please know that we take all client concerns seriously and strive for clarity and fairness in our billing practices. 
  
  In an effort to resolve the matter promptly, we requested our Client Experience Team to reach out to you. However, according to our records, they were unable to establish contact despite multiple attempts via phone, SMS, and email. As a result, we have not had the opportunity to directly address your concerns. 
  
  Should you wish to discuss your experience further, we welcome the opportunity to speak with you. However, please be advised that your account has been closed in our system, and you are no longer an active client. Accordingly, no further communication will be initiated on our end. 
  
  Sincerely,
  Trajector Medical

• Initial Complaint

  Date:03/10/2025

  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 found Trajector Medical online and like most likely you, I was impressed with all the positive reviews on ******. Unfortunately, there are many companies that know to solicit positive reviews when they know they will not receive them organically. I do not believe that these are real and genuine reviews. My experience with Trajector Medical began with an initial phone consultation, and it left a poor impression. The staff came across as unprofessional and overly pushy, and I struggled to communicate with them due to what seemed like a language barrier. I wouldnt be surprised if theyre operating out of a foreign call center, possibly in the ***********. The information they provided was written in broken English and riddled with errors about the injuries I sustained during my military service. In the end, I had to rewrite most of what they sent me, which was bare-bones to begin with. Frustrated, I requested to end their representation for my VA claim. I strongly suggest checking other review sites, such as this one, where youll notice a clear pattern of dissatisfied customers. I dont recommend using ********************. Theyre not accredited by the Department of Veterans Affairs, which means they legally cant charge fees to prepare, file, or pursue your claim. Worse, its against the law for them to contact the VA and impersonate you to access your claim details. Youre better off handling the paperwork yourselfsomething youll end up doing anyway if you work with them. Its disappointing that a company like this exists, preying on veterans while offering minimal effort in return.

  

  Business Response

  Date: 03/12/2025

  Dear *******,  
  
  We regret to hear that you were dissatisfied with your experience. At Trajector Medical, we take customer concerns seriously and strive to provide clear and accurate information about our services.  
  
  To clarify, the laws and regulations governing VA-accredited entities apply specifically to those authorized to provide legal representation. As stated clearly in our contract, we are not attorneys and do not offer legal representation. Our role is to provide medical evidence to support VA claims, and we do not prepare or file claims on behalf of our clients. Accordingly, we are legally permitted to charge for our services, just as any other business charges for the expertise and value it provides. Additionally, we want to assure you that we do not, nor have we ever, impersonated clients to access their VA information.  
  
  After a thorough review of your account, we have determined that it is in our mutual best interest to discontinue our professional relationship. As such, your account has been processed for closure, and you will no longer receive further communications from us.  
  
  Sincerely, 
  Trajector Medical

  Customer Answer

  Date: 03/12/2025

  [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 is satisfactory to me. 

  Regards,

  ******* G

   

• Initial Complaint

  Date:02/24/2025

  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 was charged for a claim that was submitted to the Department of Veterans Affairs that had nothing to do with services provided by Trajector yet they are charging me for an independent claim that had nothing to do with them nor did I request their services for that individual claim. The following is their bill to me : Your Initial VA Benefit: $0.00/month Increase Using Trajector Medical Evidence: $175.51/month - or - $2,106.12/year Your Total VA Benefit after Trajector Medical Evidence: $175.51/month Estimated* Lifetime Earnings Due to Trajector Medical Evidence: $52,653 Thats roughly 60 times* your medical evidence development fee!Your Medical **************************** Fee Now Due: $877.55 (The fee is equivalent to five months of your benefits increase, roughly

  

  Business Response

  Date: 03/17/2025

  Dear Nyesuah,
  We sincerely regret that your recent experience did not meet your expectations. It was never our intention to cause frustration, and we apologize for any confusion related to the invoice you received. At the time of issuance, we believed the charges reflected services rendered on your behalf.

  In our ongoing commitment to client satisfaction, our Client Experience Team promptly reached out to discuss your concerns and work toward a resolution. According to our records, they were able to connect with you and provide the necessary clarification regarding your account. We are pleased to confirm that your concerns have now been fully addressed, and we have processed the closure of your account in our system. As a result, you should not receive any further communications from us.

  Sincerely,
  Trajector Medical

• Initial Complaint

  Date:02/13/2025

  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 start off by telling you how they "will" help you with all of the very important aspects to your VA claim. They ask a lot of questions about my conditions. The only good thing about the entire process was going over my issues with the nurse that called me.After covering the issues it was turned over to their "Medical Evidence Team". I got a call that the document and paperwork was ready for filing. You do not see what is on the forms until after you finish the call with the person walking you through signing them. You are directed to the pages that require signatures but there is no mention of what you are verifying is true statements on the form.Then after signing and submitting the form.... Then they allow you to download what you just signed as true statements.This is where it all started to fall apart. I got to read what I actually verified as the truth and found out that many things were really false.I tried to contact them the next day, which is useless, I left a call back which I didn't get. After a few days, they finally called me back and I let them know that the forms had straight out lies on them and they said to just wait and see what the VA would do.I kept getting emails stressing how important it was to speak before my VA exams. Then I got my first VA exam appt. I call, wait on line for 15 minutes and finally press 1 for a call back. Again... No call back!The next day I get a call and I tell them about my upcoming appt. She says that I got an email reviewing my symptoms. WOW!!! It was a few lines covering about 5% of the 30+ page document given to the VA. SO..... Basically, we didn't review ANYTHING!SO.... All in all. They took the info I gave them, Actually did NO investigations, Filled out forms with false information and just left me hanging to deal with everything on my own. They wrote false information of official forms, had me sign them and then left me to deal with the outcomes on my own.

  

  Business Response

  Date: 03/03/2025

  Dear *******,
  
  Thank you for taking the time to share your feedback with us. I am truly sorry to learn that your experience with our services has not met your expectations, and I appreciate your honesty in bringing these concerns to our attention.
  
  Our client experience team reached out to you in an effort to understand and address the issues you encountered. While we were glad to have the opportunity to discuss these matters with you, I regret that our efforts did not resolve your concerns to your satisfaction. We understand your frustration and respect your decision to close your account.
  
  At ********************, we are committed to continuously improving our services, and your feedback is invaluable in helping us identify areas for growth. If you have any further questions or if there is anything more we can do to assist you during this transition, please do not hesitate to reach out.
  
  Sincerely,
  Trajector Medical
  

• Initial Complaint

  Date:02/13/2025

  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.

  Used Trajector based on friend recommendation for insomnia VA rating. I filled other ALL of my other VA claims on my own after using them for the Insomnia claim. I was at a current 10% for tinnitus when I sent their medical form in. I subsequently filed claims on my own, and the the claims went thru a lengthy process between various stages. I finally for a rating increase from my initial 10% rating for tinnitus to 60% combined. 50% General anxiety with bruxism resulting from combat related PTSD was all grouped together. The VA states right in the claim letter INSOMNIA is not a stand alone condition. They want to charge me the standard 5X increase in monthly payment amount that equates to $6100 for their fee. This is incorrect as their service was used for Insomnia only and was spelled out as not a stand alone condition, I sent the claim letter in as per the contract and have spoken both to my case worker **** who agreed with me, but wouldn't be able to assist me as not his department and would send my information to the billing department about the incorrect invoicing error. I have emails they received my claim letter and phone call recordings from ALL my conversations with them. I'm currently waiting to see if they will remove this obvious attempt to grab money for a rating decision and increase that had nothing to do with their "medical" service provided. For the record I have also sent correspondence in requesting to terminate service with their company via E-mail and that I will no longer utilize or recommend them to anyone. I did for the record sign a contract stating the 5X pay for rating increase if granted by the **, however as stated my claim decision letter states IT IS NOT a stand alone condition that was granted.This invoice should be adjusted to $0 as it an wasn't accepted VA condition and our contract terminated as concluded with both parties settled in full. No future contact once a paid invoice is settled or will be grounds for harassment.

  Customer Answer

  Date: 02/18/2025

  So I have now received multiple email and texts ***** the bill after having spoken to **** ******* in the billing department. He also agreed with me that the charge isnt legit and needs removed and services closed out with their company. I talked to him as he answered when I call ****** who originally responded to the BBB complaint. He was also going to input a note to stop this from happening. Well guess we can see that doesnt work. 
  

  Not sure why someone once I explain it multiple times just adjust it down to zero as per their terms of use since no rating was awarded for insomnia for which I used them. After the end of this week if no resolution of adjusting the invoice to zero,  I will most likely have to get a VA attorney for closure and help in this matter. 

  

  Business Response

  Date: 02/27/2025

  Dear *****,
  We regret to hear that you were dissatisfied with your experience and, as a result, felt compelled to file a complaint with the Better Business Bureau. It is unfortunate that the source of your frustration stems from the invoice we issued for services we believe were provided to facilitate the increase in benefits you are now receiving.

  In our commitment to addressing client concerns and finding a mutually satisfactory resolution, our Client Experience Team reached out to discuss the matter with you further. Based on our records, they were able to connect with you and clarify any outstanding issues. We are pleased to hear that your concerns have now been resolved. However, if you have any additional questions or require further assistance, please do not hesitate to reach out. We value your feedback and appreciate the opportunity to serve you.

  Trajector Medical

  Customer Answer

  Date: 02/28/2025

  [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: 22937000

  I am rejecting this response because: I was told over the phone that your company  agreed with me that my increase was not because of your work and indeed from my own. My invoice was adjusted to $0 and when I asked to receive a paid in full or $0 balance statement, I was then told  well we actually will put this on hold until July to make sure  I somehow magically wouldnt receive a claim letter detailing the insomnia I used ************  wouldnt be sent. This case needs resolved now, either needs to send me a $0 owed statement or close the case  I wont ever receive an insomnia rating, as that is considered part of PTSD rating that I made happen due to sexual from my own. Guess the recorded phone conversations I have with your staff mean nothing. I have provided my letter which you have stated and agree with that I owe you nothing and would gladly close the case, if I could just provide a letter for insomnia that was denied . I have done all I can AND YOU EITHER CLOSE CASE, or I will be forced to hire an attorney and provide your conversations  saying this isnt from your work. The claim letter I provided states this as such and you agree with that.

  Please send a pain in full statement or $0 owed and close this case and any future involvement between parties, or say I do now owe again and we can settle that in a court . I was told I do indeed Dont  owe your company  so this should be a simple process unless its a shady attempt to keep this open and try to collect for which nothing is owed and agreed multiple times now.

  Regards,

  ***** *****

  

  Business Response

  Date: 03/06/2025

  Dear *****,
  
  Thank you for taking the time to share your concerns regarding your recent experience. We regret that you were dissatisfied and that our previous response did not address your issues to your satisfaction.
  
  We understand that your frustration stemmed from the invoice issued for services that, at the time, we believed had been rendered. In our ongoing commitment to transparency and exceptional client care, our Client Experience Team reached out to discuss the matter further. According to our records, they were able to connect with you and provide the necessary clarification regarding your account.
  
  We are pleased to learn that your concerns have now been resolved. However, we apologize for any confusion caused by the initial lack of detailed explanation. To ensure complete resolution, your account has been processed for closure in our systems, and as you are no longer an active client, you will not receive any further communications from us. For your records, we have enclosed a formal closing letter as proof of this action.
  
  Sincerely,
  Trajector Medical
  

  Customer Answer

  Date: 03/06/2025

  [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. Please remove me from all future emails. I have the zero balance owed and account closed and no longer a client email and photo backup. This matter has been resolved and both parties agree nothing is owed present or in the future for any VA compensation claims or associated fees.

  Regards,

  ***** *****

   

• Initial Complaint

  Date:02/12/2025

  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.

  Told them to cancel and now said it takes weeks they deny making calls I have records tired of talking with the foreign people in another country off local number. Told me closed within a week today it will be 4 weeks terms change no accountability. I had direct debit take out payments they hounded me for payments set up by them Every month one day called me 7 times to verify the payment had been made. On their system they set it up money always there and they continued to harass me Monthly paid then off asked For close out then they wanted more paper work from Va. they have the paper from Va apparently not important as I was paying it off. Now paid off they wanted the papers They already have. Want my money back for harassment and out right lies

  

  Business Response

  Date: 02/21/2025

  Dear *******,
  
  We sincerely apologize for any frustration or inconvenience you have experienced. It is disheartening to learn that our support did not meet your expectations, and we regret the communication challenges that prevented the timely completion of your account closure request.
  
  Resolving your concerns is our utmost priority. To address this matter, our Client Experience Team reached out to you directly. Our records indicate that they successfully connected with you to discuss your account in detail. Following these discussions, we have diligently updated your account with the pertinent details of your communications with our team and have processed your account for closeout across all of our systems.
  
  We appreciate your cooperation and the opportunity to rectify these issues. 
  
  Sincerely,
  Trajector Medical

• Initial Complaint

  Date:02/05/2025

  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.

  Upon signing the contract with this company, they claim that they would file your claim then contact you before each exam to go over what to expect and make sure that you ate prepared and ready for each exam. After they filled my claim, they canceled every single phone appointment to go over what to expect. I left a negative comment on ****** and a representative from their company contacted me. We discussed the issue and j was told by their employee that they would not charge my the total about discussed because she could see that they canceled every appointment. I called them to let them know the decision and they said i need to pay them the full amount. I told them about the previous call and they said they sent me a link to a video that could have possibly helped me during the exam, therefore they no longer agree to discounting my fee.

  

  Business Response

  Date: 02/13/2025

  Dear *****,
  
  We regret to learn that you were dissatisfied with the level of support you received and experienced issues related to your account and invoice, which ultimately led to your BBB complaint. We take such concerns very seriously and appreciate the opportunity to address them.
  
  In an effort to resolve these matters, our Client Experience Team reached out to you to clarify any confusion surrounding your invoice and to answer your questions. Our records confirm that they were able to establish contact and engage in a productive dialogue with you. We are pleased that this discussion helped to resolve your concerns and provided you with the necessary information regarding your account.
  
  Following our recent communications, we have updated your account with detailed notes of all discussions and have processed the necessary steps to close out your file in our systems. We value your cooperation throughout this process and thank you for allowing us the opportunity to correct the situation.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out.
  
  Sincerely,
  
  Trajector Medical

  Customer Answer

  Date: 02/14/2025

  [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. 

  Regards,

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

   

• Initial Complaint

  Date:02/03/2025

  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.

  hello, I am a 20 year navy veteran. like an idiot went thru a private company Trajector medical online wanted to increase VA benefits from 30 percent. called trajector. talked to *** who took info, they called back later to take my info, talked to a so called nurse, they asked a lot of questions about all my injuries that occurred while in service. That lasted about a half hour. Well I think i signed a contract, at that time they didn't explain fee clearly, so i did not understand properly. They filed all my complaints thru VA, I am assuming. It took more than a year to complete all my doctor appointments. I did all appointments myself with no help from trajector. The only thing that company did was the paperwork. This all took place in on about August 2023.All the physical ailments that the company filed for me were denied, because if it isn't in your medical records it didn't happen. That company promised results. Well on last appointment I talked to a pa who added my kidney functions on to her ***ort. At the time of initial filings my kidney function was 40 percent. Since then I got pneumonia and levels went to 7 percent. Date October 2024. I am currently in dialysis. I got a VA letter increasing my benefits to 90 percent. letter from VA with compensation of *********. Called Trajector to ****** **** they wanted ****** for their service. That was outrageous, I want I fair bill, not one that gouges you. They are there to help Vets not to s**** them over, I believe what they are doing to are Veterans is disgraceful. I do believe in paying my debts, but this is entirely abusing us Vets

  

  Business Response

  Date: 02/18/2025

  Dear ******** ********,
  
  We regret that you are dissatisfied with our service and feel that our support has not met your expectations. We also apologize for any inconvenience you experienced with your account and the invoice issued for services we believe were provided, which has resulted in your complaint with the BBB.
  
  To clarify, we did not submit any claims on your behalf. As we are not authorized to act as your legal representative, our role is solely to provide you with the necessary supporting documentation.
  
  We value a prompt resolution and, accordingly, our Client Experience team has made several attempts to contact you via SMS, email, and phone. Unfortunately, our records indicate that we have not been able to reach you.
  
  Additionally, we have not yet received any evidence from you indicating that the increase you received was unrelated to the support providedspecifically, the medical evidence we supplied. Without this information, we are unable to determine if the increase was a consequence of our assistance.
  
  If you wish to discuss your account further, please feel free to contact us. Your account will remain active until this matter is resolved.
  
  Respectfully,
  
  Trajector Medical
  

• Initial Complaint

  Date:01/22/2025

  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.

  Began working with Trajector Medical when I researched VA disability claims. I was IMMEDIATELY contacted by Trajector Medical and a fellow veteran friend of mine had used them, so I reached out for assistance. Once contact was made, things proceeded as expected with a couple of phone calls to gather information. I made it very clear that I could not be contacted during normal working hours, but anytime after 3 pm was fine. I was called DAILY throughout the times I specifically stated was off limits due to my job. I ignored those that I could and when I did answer I reminded the caller about my specified times in the beginning and was assured they would tell the rest of the team and the calls would only be after 3 pm. The calls continued and started to get very short with each caller. When I finally had enough I told Trajector that I was terminating their service and requested a letter from them stating that out contract was terminated and there were no outstanding charges. Their policy states that if I do not receive any compensation from the ** from their efforts, no money is due. We never got to the point of submitting any paperwork to the VA, so no compensation could have been had. I made this request based on several other complaints that I found against this company. Several attempts to get a letter from teh company only resulted in contact from a representative trying to recover services. I made it clear that I was not interested in working with them any longer and thats were it ended. I am still waiting for a letter from them stating that our contract is terminated.

  

  Business Response

  Date: 01/28/2025

  Dear *****,
  We sincerely regret that your experience with us has not met your expectations, and we apologize for any communication breakdowns that may have occurred with our team. We understand the frustration this has caused, especially regarding the unresolved closeout request for your account.

  Ensuring that all matters are addressed and resolved is a top priority for us. To that end, we had our Client Experience Team reach out to you directly. Our records show that they successfully made contact with you and were able to discuss the issues at hand. We are pleased to confirm that they were able to answer your questions and effectively resolve the concerns you raised. Following the resolution of your recent communications, we have thoroughly updated your account to reflect the details of the conversations with our team. Furthermore, we have completed the closeout process in all of our systems as per our discussions. In addition, a formal closing letter has been issued, which serves as confirmation of these actions.

  We greatly appreciate your cooperation throughout this process and are grateful for the opportunity to address and resolve the issues at hand. While we are disappointed to see you go, we wish you the very best in your future endeavors and trust that you will find the support you are seeking.

  Respectfully,
  Trajector Medical

  Customer Answer

  Date: 01/29/2025

  [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.  Its sad that it took a BBB complaint to get resolution to something so simple.

  Regards,

  ***** *****

   

• Initial Complaint

  Date:01/21/2025

  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.

  In May 2024 I hired trajector medical to assist me with my veterans affairs claim. I was told I would be charged five times the increase that I received. I was advised I would only be charged for what they helped me get. I was advised I would not be charged the increase for dependents and only be charged for myself as I added my dependents to my VA account on my own. ********************** failed to file multiple from injuries on multiple occasions. I spoke with them multiple times regarding why specific injuries were not claimed. The individuals I spoke with seemed to not understand what I was saying, due to language barriers. I was advised during the process that they would help me with getting my sleep apnea tested and diagnosed. I was advised that I would be charged an additional fee for that service. I was never tested through trajector although they falsely documented that I was. I had to go through the ** on my own to get testing done and a diagnosis. I filed a complaint with trajector. I was advised it would be investigated. Trajector filed multiple injuries on the wrong parts of the body when I advised certain things such as I claimed my right shoulder and not my left but they documented my left. When I brought this to their attention to have it corrected, I was advised it would be corrected and they never corrected it. After I filed my complaint when I attempted to contact trajector for assistance, I was forced to leave a message and would not receive a call back. I would later receive a call after a couple weeks from trajector not regarding my call, but instead asking if I had heard back from the ** on a decision.

  Customer Answer

  Date: 01/21/2025

  I was provided an invoice for services not rendered And charge fees that I was advised I would not be charged for. I would like for my account to be canceled and no further contact from or with trajector

  

  Business Response

  Date: 01/28/2025

  Dear *** *********,
  
  We were disappointed to learn of your dissatisfaction with the services we have provided, and we deeply regret that you were unable to have your concerns addressed regarding your invoice. We apologize for any confusion surrounding our fee structure, particularly for the lack of clarity prior to the delivery of services. It is never our intention to leave our clients feeling uncertain, and we understand how this has contributed to your decision to file a complaint with the Better Business Bureau.
  
  In light of your concerns, we would like to take this opportunity to address a few key points. We recognize that this situation has been frustrating for you, and we empathize with your position. However, it is important to clarify that despite the availability of free services, you made the decision to utilize our paid service. This choice is explicitly outlined in the contract you reviewed, acknowledged, and signed prior to receiving any services from us. We firmly believe that this agreement was transparent and fully communicated to you at the outset of our business relationship.
  
  Furthermore, we have not yet received any evidence to suggest that the increase in your invoice was not in accordance with the medical support or documentation that was provided to you in relation to your claims. Our services and subsequent charges were based on the details we were given and the professional support we extended to your case.
  
  As of now, your account remains unresolved and is still under the management of our finance team. Despite numerous attempts by our Client Experience team to reach a resolution, they have not been successful in reaching a satisfactory outcome with you. Therefore, there is still an outstanding balance on your account.
  
  We would like to stress that we are more than willing to engage in a constructive dialogue to resolve this matter amicably. Should you wish to settle this situation, we encourage you to contact us directly so that we can work together toward a resolution.
  
  Respectfully,
  Trajector Medical