ComplaintsforVA Claims Insider

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a scam.

  Customer response

  08/15/2024

  The company tricks you into thinking what you need to do is very hard. Then once you sign the documents, they just tell you to do the work yourself. They will try to charge you thousands of dollars for this. This company is hustling our hard working veterans into signing away their money. 

  Business response

  08/20/2024

  **************,

  Thank you for sharing your feedback with me recently. Were sorry to hear about your experience. At our company, we strive to provide valuable support to veterans throughout the claims process.
  
  We want to clarify that the pricing was included in the contract prior to your decision to come on board and was also discussed during the discovery call on January 30, 2024. Our goal is to be transparent about our services and associated costs. If you have any additional concerns, you would like to address please I would be happy to discuss them with you. 

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

  Customer Service Supervisor

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was seeking information and help with my VA Claims as the process is very complex. VA Claims Insider was more than willing to talk but did not disclose their fees while onboarding. Apparently I signed a contract on August 1st, 2023, I dont remember reading about any fees while onboarding and I read everything. They slipped it into a generated contract that they emailed me after the fact with 3 other emails. I spoke with *********************** a total of three times, if memory serves, over the course of a year. He looked over my lay statement and I submitted. I had made all of my appointments, wrote all my statements, and did all the research myself. He really just validated my work. When trying to schedule another appointment almost 6 months later, the appointment was canceled and his secretary set up a later appointment. It was also canceled. I made two more appointments that came and went. When I finally got a call from them it was nearly a year, they said I was being assigned a new coach. I cancelled that and informed them I would be going another direction. They sent me a text stating that they could not cancel my contract until I uploaded my decision letter? I replied that I was unaware of a contract? So I began digging. I found the generated contract and read through it. There were the fees and the reason for them wanting me to upload my decision letter. Havent heard from them in months and all they were focused on was my decision letter. Those fees were not there in the onboarding, they only disclose them after the fact which is some major bait and switch ********. I am filing a complaint for the record but have no plan to pay fees as they were completely dishonest in their non-disclosure. This is not a legitimate contract, they offer no actual advice other than to validate work you do yourself and that is not my signature on the contract. A contract must be original otherwise how can it be validated that the contents were disclosed when signed.

  Business response

  08/20/2024

  Good Morning **** *******,

  Thank you for discussing your account with me. I understand that you do not recall signing an agreement; however, it was completed using your email address and is linked to your IP address. The contract outlines all associated fees charged by our organization. I see that you uploaded your decision letter and did not achieve a favorable outcome. As a result, we will proceed with canceling your contract, and you will have no further financial obligations to our organization. If you have any additional concerns that were not addressed during our conversation, please feel free to reach out to me. 

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

  Customer Service Supervisor

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

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  VA Claims Insider claimed to be able to help me through my process with coaching and step by step support. Anytime there was a call scheduled I was rushed off the phone and never received much support. To guidance a call needed to be scheduled a week in advance and if I were fit into the schedule I was again rushed off the phone or promised a call back I would never receive. I was able to submit a claim purely on my own with the coach having me watch ******* videos that are open to public for guidance. They not only charge you to walk you through the process they also want you to pay $600 to a third party for them to coach you through the C&P exam. VA Claims Insider take a benfit that veterans earned and found a way to scam people out of as much of that money as possible. Now that they want to collect money they call everyday and text, I could not get that type of response when I was in the process of a claim. I dealt with VA Claims insider around 8/23.

  Business response

  08/08/2024

  Dear ****************,
  
  Thank you for taking the time to share your experience with us. We genuinely appreciate your feedback, even when it highlights areas where we may not have met your expectations.
  
  Were deeply sorry to hear that you felt rushed during your calls and that you did not receive the level of support you deserved. Our goal is to provide every veteran with thorough and attentive service, and its clear that we missed the **** in your case. We understand how important it is to feel supported throughout the claims process, and we regret that your experience was anything less than positive.
  
  Regarding the use of third-party services, we always aim to be transparent about any additional resources that might be beneficial for our clients. We sincerely apologize if this was not communicated clearly.
  
  We take your concerns very seriously and would appreciate the opportunity to discuss this further. A member of our team will be reaching out to you today.
  
  Thank you again for your feedback, and for your service to our country.
  
  Sincerely,
  
  *******************************
  Customer Service Supervisor
  **********************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Recently in Feb i was seeking help/guidance for putting in VA claims since i have an extreme difficulty talking about myself & while in the military i didn't give myself the time to get medically checked out for issues i was having. Living overseas in ***** also adds to that difficulty, but i digress. Hence why i attempted to use CI as a form of guidance. From quick memory i've had a total of 4 phone calls with them, 2 of which were the onboarding rep & the other 2 were my coach. The onboarding felt a little rushed, but i thought nothing of it. I told them my rating & wanted help trying to get my migraines re-evaluated & to also my insomnia. I even told them to please be mindful of the time difference because it's a 13h difference, which they ignored many times & called me at 2-3am. They went straight for my migraines claim & have had near 0 help with the insomnia. Basically that insomnia is difficult to prove & that's about it. Something a friend/family could have told me. At the same time i was collecting data on my insomnia for 2 years for a solid case. VA immediately denied my migraines, but scheduled me with a psychiatrist for the insomnia & that went through. My own work with no help from them at all. I told them about my increase & next thing you know i have a $5,500 bill sitting in my email. They basically slapped their name on my work. I roughly calculated it up. 4 total calls spanning 2h of time. 2 of which were the onboarding, 2 were my coach. I told them this in an ********* got a call from a Claims Rep saying she would look into it & get back with me. That was back in early ********** heard nothing since, but best believe CI has sent me an email about payment like clockwork every week. Dont get me wrong, i would have absolutely no problem paying for help at all, but there was no help, no insight, *********** told the rep this. I'm not paying any service bill because there was no service given at all. It's just fraud & scamming on veterans needing help.

  Business response

  06/18/2024

  Good afternoon *************,
  
  I hope you are doing well.
  
  Thank you for your patience while I reviewed your concerns. I want to express my gratitude for your patience during the review process of your concerns.
  
  I have carefully looked over our CRM records and the resources you were able to use based on the concerns you have outlined. Our account review and records indicated that your coach did offer support and guidance towards the success of your claim strategy. After listening to the calls, your coach provided guidance and a solid strategy plan. Please note, it is not always the quantity of the calls, but it is also the quality of the support given.
  
  Upon conducting a thorough review of your account, we carefully assessed the parameters for discount consideration. Coach ***** especially offered you solid support and guidance on these phone calls and messages. I did see that there were some gaps in comms, zero comms in February. 60 + days without comms. Two total phone calls just under 60 minutes. It has also taken OPS much longer than the allotted time to respond back to ************** with our account findings.
  
  Reasons for discount: Gap in communication
  Current Invoice: $5587.29
  Less 15% discount: $1500.00
  New Invoice: $4087.29
  
  Please contact me with any questions or concerns.  
  
  Kind regards,
  *******************************
  Customer Service Supervisor
  **********************

  Customer response

  06/18/2024

  Complaint: 21812947
  
  I am rejecting this response because: after their apparent "review" it only furthers my counter claim for them seeking payment from me. I'm being told that not even 1 hour of work through 2 phone calls is worth the same expense as it was & having some discount is going to make me feel any different about why i initially counter-claimed. I was completely forgotten for over a month even from their CSR who was supposed to be reviewing my interactions with them & giving some semblance of justification for their ridiculous invoice cost, which doesn't even state relevancy to my why my VA-rating increased which was for my insomnia. Had i had an invoice for my 2nd claim for migraines & it was reasonable, yea i would highly consider paying that, but i had near 0 help for my insomnia claim except advice that a family member / friend could have given me. Yet i'm supposed to believe that their "quality of work" is justified a $4,000+ bill. It took over a month of trying to call them directly, emailing multiple times, & filing a claim with the BBB for them to even remember i exist. It took over a week of waiting just for them to respond to my claim through the BBB & currently it's almost 11:00am EST which means they, just as enthusiastically as everything else, did my "carefully looked over" review this morning probably. I could have gotten my call records, documented everything said, & still had a better response time had i done it all myself. They've called me multiple times during the night when i originally told them "be mindful of when you call me because i'm basically +12h ahead of them" which, with their "quality of work" forgot about every times . Their "quality of work" is their key selling point. That's ridiculous. 

  They try to give me some "settlement" for some stupid discount which only concerns THEIR time justified by "gap in communications" for $1500, yet they're trying to preach to me they have some GOD tier "quality of work" that comes with a $4,000 bill from apparently is even less than what i gave them credit for & i was trying to be generous giving them the benefit of the doubt. Now i'm being told that their "quality of work" for 2 phone calls totaling less than 1 hour is still worth $5,000, but because of their inability to communicate, they'll give me a $1,500 discount because 'oops, their bad'.

   

  I want my invoice 0'd out & nothing to do with this company anymore. **** has given me nothing but problems throughout this whole ordeal. I have nothing against my coach the TWO whole interactions i've had with him, but i dont think his time is worth $66.67/minute.

  
  Regards,
  
  *********************

  Business response

  06/21/2024

  Good afternoon **************,
  
  I apologize that our previous response did not meet your expectations. I understand your concern regarding the limited number of calls received, and I would like to address this matter.
  Upon reviewing your account, I noted that on January 24, 2024, you requested to be contacted via email only. As a result, I found a total of 32 email exchanges between you, your coach, and your assistant, along with 63 emails sent from our Insider Portal.
  In our thorough review of your account and evaluation of the parameters for discount consideration, we noted that Coach ***** provided you with substantial support and guidance through phone calls and messages. However, we identified a communication gap, with no contact in February and a total of 60+ days without communication. There were only two phone calls, totaling just under 60 minutes. Additionally, our Operations team took longer than expected to respond to your account inquiries.
  Based on these findings, we are offering a discount due to the communication gap:
  Current Invoice: $5,587.29
  Less discount: $1,500.00
  New Invoice: $4,087.29
  
  Please feel free to contact me with any questions or concerns.
  
  Kind regards,
  
  *******************************
  Customer Service Supervisor
  **********************

  Customer response

  06/21/2024

  Complaint: 21812947
  
  I am rejecting this response because: this is a total waste of time for not only me, but everyone else involved. First if was based on specifically 2 "God Tier" phone calls, now it's based in email. Yes I did request to mainly be contacted via email, but no one working at VACI ever cared about that. I received multiple calls during the night/early morning asking me questions that could 100% have been asked in an email so do not use that excuse. For whatever email traffic you say was given, you absolutely cannot be talking about all the bloat traffic emails that you'd send out daily & weekly. Most of your email traffic was from your immensely difficult to comment section on your impossible to navigate app. If your read in "good quality work" is adding me to an email group that automatically gets sent out, then yea great job. If you have to stretch your reasoning out to such lengths, you know you have nothing, which again, has nothing to do with the current issue is. Your invoice to me is for my VA rating increasing due to my insomnia. You did not help me with my insomnia more than any random person in the street could. This is just an absolute waste of my time. You know you're grasping for straws & have nothing. 

   

  Again I'll say this. I want a copy of my call records, I want my balance reduced to 0 at this point. I would have paid you AN amount for helping me like I said in my call with the **** but you're wasting so much of my time with all this & you're just trying to be scummy & build off my own hard work. And finally I want whatever contract I have to be voided because I will never be using this company ever again. 
  
  Regards,
  
  *********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently hired VA Claims Insider (VACI) to help me with my filing for an increase in my disability from 70% to possibly 100%.I was provided a 'coach' who informed me to get a treatment plan from my therapist which was able to have and then her assistant helped me submit it to the VA website over the phone. That's how my claim was initiated but then more evidence was needed which I thought was normal but a C&P exam was shortly scheduled. I have spent hours doing research about C&P exams and finding out about veterans' sometimes horrible experiences. So I took the proactive step by seating down with my therapist to put down all my current symptoms and the current state of my mental health on a Disability Benefits Questionaire (DBQ), a nexus letter and her medical credentials. I called my coach to proof-read the said documents before I submit them to the VA. My coach's response was that **** was on my side and they have already shown me the best possible way of how to be successful in my claim increase. I countered by telling her that I do not want to attend the C&P exam because my therapist of 3 years knows me better than the C&P examiner. In short, I did all the legwork myself and this is what led to the success of my new disability rating increase. When the increase was awarded, **** immediately asked for my decision letter knowing fully well that my backpay was only $6,400 however, they are charging me $8,975,64 lump sum payment or 12 month plan 0% interest amount of $747.97 a month. And I am given 4 days to choose a payment method in the meantime, I am currently being harassed with emails and text messages to choose one of the payment options. I have already sent them 2 rebuttal emails about how they did not do enough for me to pay them that large amount of money. VACI is overcharging me for a large amount of money where they rendered poor, inadequate service. My dependents and I are currently living in *******.

  Business response

  06/03/2024

  
  Dear ****************,

  Thank you for reaching out to us with your concerns about the fees associated with your account. We understand that unexpected charges can be frustrating, and we appreciate the opportunity to clarify this matter for you.
  Upon reviewing your account, we confirm that the fees applied are in accordance with the terms outlined in the written agreement you signed on August 31, 2023. This agreement clearly states the conditions under which these fees would be charged, and we have ensured that all actions taken are consistent with these terms.
  Additionally, on May 10, 2024, we conducted a thorough review of your account and emailed you the results. This review determined that a discount was not warranted based on the services provided. Our team carefully considered the scope and quality of the services you received, and we concluded that they were fully aligned with the agreed-upon terms and conditions.
  We strive to maintain transparency and fairness in all our customer interactions. If you have any further questions or require additional clarification, please do not hesitate to reach out to our customer service team at [customer service contact information]. We are here to assist you and ensure your continued satisfaction with our services.
  Thank you for your understanding and cooperation.

  
  Best regards,

  
  *******************************
  Customer Service Supervisor
  **********************

  Customer response

  06/03/2024

  Complaint: 21748518
  
  I am rejecting this response because my coach at VACI rejected the idea of me submitting a *** but I went ahead & submitted the *** which is what made my claim successful. Services rendered by VACI did not warrant the huge amount they are asking for. Thank you.
  
  Regards,
  
  ***************************

  Business response

  06/06/2024

  Good morning,

  I'm sorry to hear about your dissatisfaction. It sounds like there was a miscommunication regarding the submission of a DBQ (Disability Benefits Questionnaire) between you and your coach at VACI (Veterans Affairs Claims and Issues). While it's unfortunate that there was a difference in opinion, it's positive to hear that your claim was successful after you decided to proceed with the submission of the DBQ.
  

  Since the claim was won, it's important to recognize the role that the coaching provided by **** may have played in achieving that success. As such, it's reasonable that the fees for the coaching services still apply, as they were rendered regardless of the outcome.
  

  If there are any further details or concerns, please let me know, and I'll be glad to assist you further.

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

  Customer Service Supervisor

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

   

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Va Claims insider I do not have a contract with this collection agency debt co collections

  Business response

  05/08/2024

  Dear ************,
  
  Thank you for reaching out to us.
  
  I understand your concern regarding the agreement, and I apologize for any confusion that *** have arisen. Upon reviewing our records, we do indeed have a signed copy of the agreement on file, which indicates your acceptance of its terms and conditions. The agreement also has the same email address listed in which you have previously corresponded with us and provided to the BBB.
  
  In addition, please be aware that we have attempted to contact you on many occasions to discuss your past due balance with us prior to being sent to collections. However, we value our relationship with you and want to ensure clarity and transparency in all our interactions. If there are any questions or discrepancies regarding the agreement, please feel free to let us know, and we'll be more than happy to address them promptly.
  
  Thank you for bringing this to our attention, and we appreciate your continued partnership.
  
  Best regards,
  
  *******************************
  Customer Service Supervisor
  **********************

  Customer response

  05/08/2024

  Complaint: 21651342
  
  I am rejecting this response because: this is not my signature it is computer generated and i didn't have a contract with  you or your collection agency please  provide original contract   or remove this from my credit file 
  
  Regards,
  
  *******************

  Business response

  05/08/2024

  Dear ************,

  
  Thank you for bringing this to our attention. We understand the importance of ensuring accurate records and respecting your concerns regarding the electronic signature.
  Upon review, we've noted that all correspondence and documents were sent to the phone number and email address provided by you during the onboarding process. We have records indicating that the electronic signature in question was associated with your account and used to authorize the relevant documents.

  Our records indicate that there has been correspondence between yourself and our organization, despite your claim of there being no existing formal arrangement or registration on your part to work with us. While we value every interaction and are always open to new connections, we want to ensure that our communication aligns with your intentions and expectations. Therefore, I would greatly appreciate it if you could provide some clarification regarding your engagement with VA Claims Insider. Could you please inform us of the context of your communication with us?

  I also wanted to clarify our policies regarding credit reporting and collections processes. As a company, we do not report directly to credit bureaus. However, in cases where there are outstanding payments, we are obligated to take necessary actions to resolve the matter. Regrettably, due to the lack of payment on your account, we were compelled to forward your information to a collection agency in accordance with our policies and procedures.
  
  Thank you for your attention to this matter. I look forward to hearing from you soon.
  
  Warm regards,

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

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked with a VSO before I started this service. I wish I had just stayed on that path. I have yet to see a value in this service. The few ******* videos I have watched were just repeats of publicly available information. My coach and his assistant have had a handful of calls with me, but each and everyone of them was littered with confusion with either forgetting what my actualclaims were, or forgetting what state they were actually in. I was 'coached' before my C&P exam, but my coach forgot it was a C&P over and over, and kept saying or thinking it was an IMO. I had multiple conversations about a claim, where I had to continue reminding the agents of this service that they were talking about the wrong claim. Similar issues have been part of every conversation since the beginning. In December, the coach assistant guided me to opening a new intent to file, but when we did so, I was guided to filing the incorrect document, essentially eliminating my potential for over a year's back pay for that claim.I have yet to have a call with any agent of this service that wasn't riddled with confusion, and as a result I have resorted to reaching out to my original VSO for guidance on each claim. I have also paid almost $5,000 for this service, in addition to the costs for the IMO's from your affiliateservice Telemedica. That cost, in my mind, is in addition to the lost back pay because of the incorrect filings I was directed to.Worse still, when I read the original contract language, it appears as though I am prohibited from cancelling this agreement, in spite of all of the above, without risk of being forced to pay VA Claims Insider for any additional increases I may achieve in the future. When researching this issue, I have found that there are cases in ***** and other locations citing these specific issues with this service, and the contractual obligations for claim payments to VA Insider.

  Business response

  04/16/2024

  We appreciate you taking the time to share your concerns with us. We strive to provide exceptional service to all our customers, and we regret to hear that your recent experience did not meet your expectations. Your feedback is valuable to us as it helps us identify areas where we can improve. We are committed to addressing your concerns promptly and effectively. As mentioned in our recent conversation we will conduct a complete account review to ensure that elite service was provided. Additionally, we would like to extend our sincere apologies for any inconvenience this may have caused you. Thank you again for reaching out to us. We value your business and will be in touch with you soon. 

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

  Customer Service Supervisor

  Customer response

  04/16/2024

  Complaint: 21562591
  
  I am rejecting this response because:  This isn't an appropriate response.  It's saying the business is "looking into it". 
  
  Regards,
  
  *****************************

  Business response

  04/17/2024

  Dear ********************,
  
  Thank you for taking the time to share your feedback with us. We truly value your input and appreciate the opportunity to address any concerns you may have regarding your account.
  
  I want to assure you that your satisfaction is our top priority, and I am personally reviewing your account to ensure that we are meeting your needs effectively. If there are any specific issues or areas where you feel we can improve that we didn't discuss during our call, please don't hesitate to let me know. Your insight is invaluable in helping us enhance our services.
  
  We are committed to providing you with the best possible experience, and I am here to assist you every step of the way. I will be in touch with you in the next few days to discuss my account findings.  Please feel free to reach out to me directly if you have any further questions or concerns.
  
  Warm regards,
  
  *******************************
  Customer Service Supervisor
  **********************

  Customer response

  04/18/2024

  Complaint: 21562591
  
  I am rejecting this response because:  This isn't a response or resolution.  It's a statement of intent to look into the issue. 
  
  Regards,
  
  *****************************

  Business response

  05/01/2024

  Hello **********************,
  
  I hope this message finds you well. I wanted to inform you that I am currently in the process of completing your account review. I aim to reach out to you later today to discuss the findings and any necessary actions moving forward.
  
  Thank you for your patience, and I look forward to speaking with you soon.
  
  Best regards,

  *******************************
  Customer Service Supervisor
  **********************

   

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  With the predatory lawsuits against this company, I'm surprised more Veterans are not coming out about VACI. I unfortunately entered an agreement with them, thinking they would help me streamline the process, review my medical records and advise me on conditions I could claim. They did nothing. I think I had a total of 5 30min phone calls, and I paid them $8,975.64 for absolutely no services or goods (first phone call consisted of me laying out what I planned on doing and the 'coach' saying "sounds like you have a good plan." That should have been the last contact, and I should not have signed anything). I told the VA what I was claiming; I submitted every medical document I had to the VA; the VA gave me a rating. That's how that transaction worked... VACI did nothing. They are a completely predatory company. They did nothing for me, and offered nothing of value, just wasted my time via their phone calls with fluff in order to fill the 30min call-time slotted. The only thing they did was outline the steps of the process and made me report to them and submit documentation (so they could get paid, of course) on where I was in the process (constantly harassing me about appointments at one point, and texting/calling every couple of days to see if I'd heard from the VA yet). I left a similar review on TruePilot; a CSR reached out and asked what I thought would be a good resolution; I said to eliminate the debt and cancel the contract considering there were no services rendered. She came back a couple days later with a 35% off offer and in order to accept it, had to sign a 'gag order' saying I could not give honest (negative) reviews of the company, disclose this 'gag order,' etc. I said if they did 50% I'd consider signing it; they said no, 35% and you have 1 business day to accept. Trying to discount an absurd fee for no services and forcing ANOTHER ridiculous contract to silence their practices is ludicrous. Pure predatory tactics. Textbook. AGs/BBB/etc. need to seriously look into this companys practices. I have contacted the ** AG and I'm awaiting a response.

  Business response

  04/15/2024

  A member of our team has attempted to reach you to discuss your concern, but we have been unable to reach you. If your concerns have not already been addressed, please consider reaching out to us at 844-281-VACIWIN (822-4946) or email ******************************** with any further comments or suggestions. We hope we can use this to improve how we serve veterans in the future. Thank you for taking the time to write a review, we will now be closing the ticket for this matter due to inability to establish contact within 7 business days.
  
  Thank you,

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

  Customer Service Supervisor

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

   

  Customer response

  04/15/2024

  Complaint: 21528183
  
  I am rejecting this response because:

    They have not attempted to contact me.  They have all of my correct information, as they harassed me almost every other day until I made their payment.  I haven't had any correspondence since then.  Attached is the last correspondence from them (who is the same one signed at the bottom of the signature block in this response, *******************************).  I have already reached out and this was the ultimatum that I was given.  It's on them to contact me now, not the other way around.

  
  Regards,
  
  ***********************

  Business response

  04/17/2024

  Dear **************,
  
  Thank you for bringing this to our attention. We value your feedback and take your concerns seriously.
  
  Upon reviewing our records, it appears that we have indeed attempted to contact you multiple times regarding your account review and settlement offer we extended to you. We apologize if there has been any miscommunication regarding this matter.

  To ensure that we address any outstanding matters promptly, could you please provide us with the best contact number and time to reach you? We are committed to resolving this matter.
  
  Thank you for your understanding and cooperation. We look forward to hearing from you soon.
  
  Best regards,
  *******************************
  Customer Service Supervisor
  **********************

  
  

  Customer response

  04/21/2024

  Complaint: 21528183
  
  I am rejecting this response because:
  

    They are lying about attempting to contact me.  Again, they hounded me every other day to make their payment via email, text and calls.  Since I've made their payment, now they can't seem to contact me... funny, I emailed them with no response, and it has all of my contact information in my signature.  **************************************** is the best way to reach me; I prefer no calls because I want everything documented... which, apparently VACI does not.

  
  Regards,
  
  ***********************

  Business response

  05/01/2024

  Dear **************
  
  Thank you for reaching out and expressing your concerns. I want to assure you that our aim is always to ensure that we provide fair resolutions for our clients, and I regret to hear that you feel this way.
  
  Rest assured, our commitment to resolving any outstanding matters does not end with receiving payment. I understand the importance of open communication and collaboration in resolving issues effectively. Please know that I am here to listen to your feedback and will gladly extend the 35% off your invoice offer once the settlement agreement has been completed. The next steps following would be for me to coordinate with my finance department to have them issue you a refund back to your original form of payment.
  
  Once again, I apologize for any inconvenience or dissatisfaction you may have experienced. Please do not hesitate to contact me directly so that we can work towards resolving this matter.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  
  *******************************
  Customer Service Supervisor
  **********************

  Customer response

  05/06/2024

  Complaint: 21528183
  
  I am rejecting this response because:

  I am not signing a gag-order or accepting your 35% off offer.  You provided no services, and I should be refunded 100%.  As stated previously, I laid out what I was going to do with my first call with your 'coach.'  Nothing changed, and your company offered nothing more than what I had already had planned and did.  I had already submitted my intent to file before signing a contract with VACI.  **** accomplished nothing and gave no further insight.  The fact that you feel deserving of thousands of dollars for doing absolutely nothing but putting me under contract is despicable.
  
  Regards,
  
  ***********************

  Business response

  05/08/2024

  Dear **************,
  
  I hope this email finds you well. I understand your disappointment regarding the recent decision, and I want to assure you that your concerns have been heard loud and clear.
  
  While I acknowledge that the decision may not align entirely with your expectations, I believe the resolution we've offered is fair and equitable. I want to emphasize that our decision was made after thorough consideration of all factors involved.
  
  We genuinely value your perspective and want to ensure that you feel heard and respected throughout this process. If there are any further questions or concerns, you'd like to discuss, please don't hesitate to reach out to me directly.
  
  Warm regards,
  
  *******************************
  Customer Service Supervisor
  **********************
  
  
  
  

  Customer response

  05/08/2024

  Complaint: 21528183
  
  I am rejecting this response because:
  

  As I've said multiple times.  I paid them for a service.  Service was not performed.  I did what I laid out in my first phone call, they had no influence/guidance/correction on anything I did.  They were completely useless and not deserving of payment.  I will not be satisfied until I am refunded 100%.  Even if I'm refunded 100%, I will not sign another contract (I.E. gag-order) in order to get my refund.  Other people need to aware of their business practices, and I will not be silenced.

  
  Regards,
  
  ***********************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Became a user of their service. Contact with coach which changed to a different coach. Found the information just generic and the service misleading. Service could not provide an evaluator and told to go find my own, which I did. Va exam followed and the service provided nothing but generalized information. Claim was approved but have nothing to do with insider service. Implication was insider information they would provide would be what I needed. Nothing could be further her from the truth since only my condition and evaluations that I arranged with nexus letter was the deciding factor. I was mislead and ended owing 20K. Nothing done in good faith or openly described.

  Business response

  04/16/2024

  Dear **************,

  
  Thank you for taking the time to share your feedback with us. I'm truly sorry to hear about your experience and the concerns you have with our service. We strive to provide accurate and valuable information to all our Veterans. I want to assure you that your feedback is important to us, and we are taking your concerns seriously. We are reviewing our processes and communications to ensure that we provide clear and transparent information to all our Veterans. Thank you for making me aware of the concerns you had during our call yesterday.  Please know that we value your business and are dedicated to resolving this matter. We would appreciate the opportunity to address your concerns and work towards a resolution. Once again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention.

  Sincerely,

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

  Customer Service Supervisor

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April *************************************************************************************************************** Disability and Compensation process. They assured me they would assist and journey with me and provide resources and be available through the claims process. But they have not been the support they talk about during the videos and feel like they have deserted me in the process. They have not provided resources to help me with my claims. They are also seeking payment for claims they didn't submit. I have continued to share my dissatisfaction and request to end my contract I signed April 2023. However, they claim I would still be responsible for any claims awarded fees, even though the contract is terminated. I feel like they frauded me in saying the benefit they could provide and now I want to end services with me they are holding me to this contract that ultimately will never free me from obligation. Even though I have only spoken to my coach a handful of times in almost a year and they want to charge almost $10,000. I am refusing to pay as the few times we talk were less than 15 minutes and not they support they promised via consultation and videos.

  Business response

  04/15/2024

  A member of our team has attempted to reach you to discuss your concern, but we have been unable to reach you. We have called, emailed, and texted you on three seperate occasions.  If your concerns have not already been addressed, please consider reaching out to us at 844-281-VACIWIN (822-4946) or email ******************************** with any further comments or suggestions. We hope we can use this to improve how we serve veterans in the future. Thank you for taking the time to write a review, we will now be closing the ticket for this matter due to inability to establish contact within 7 business days.
  
  Thank you,

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

  Customer Service Supervisor

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

   

  Customer response

  04/15/2024

  Complaint: 21392043
  
  I am rejecting this response because they have not zero out my balance or really allowing Veterans to terminate or end our contract. I have requested to terminate my contract but they still expect payment for any future complaints that is granted by the VA, even though the complaints that I have been approved. They didn't submit or aid in those claims as they were submitted years before I went into contract with VACI. I had not realize this fact when I signed the contract and it's horrible how they are holding us hostage to these contracts. 
  
  Regards,
  
  ***********************

  Business response

  04/17/2024

  Dear ************,
  
  I hope this message finds you well.
  
  We wanted to reach out to address the concerns you've raised in your recent review. Your feedback is incredibly valuable to us, and we genuinely want to ensure your experience with us meets your expectations.
  
  We understand that there may have been some challenges that led to your dissatisfaction, and we sincerely apologize for any inconvenience this may have caused. We're committed to addressing any issues you may have encountered, but unfortunately, we haven't been able to reach you directly to discuss this matter further. We have called, emailed and texted you to attempt to resolve this matter. In addition, we emailed you a readback of the services that our organization provided for you during your time with us. 
  
  Your satisfaction is our top priority, and we would greatly appreciate the opportunity to address your concerns and make things right. Please feel free to reach out to us at ************, or if it's more convenient for you, I am happy to schedule a call at a time that works best for you.
  
  Once again, we apologize for any inconvenience, and we look forward to the opportunity to speak with you.
  
  Warm regards,
  *******************************
  Customer Service Supervisor
  **********************
  
  
  
  
  
  
  
  
  

  Customer response

  04/17/2024

  Complaint: 21392043
  
  I am rejecting this response because there is nothing further to discuss. They are not sincere and their efforts to help Veterans. They just want me to drop this complaint and I don't trust them. My requested remedy for resolution will be for VACI to stop harassing me about a balance for services not rendered. Requesting a zero balance invoice and totally relieve me from the contract. This matter has totally trigger my disabilities and I can't risk engaging with them any further. 
  
  Regards,
  
  ***********************

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