ComplaintsforTrajector Medical

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Trajector to help with VA disability rating. They have left out the main reason I applied . My essential tremors. We spoke about it and they found it in my military records . They told me to go submit it myself . I spoke with Veterans services at the **** They are unable to help me while I have a case with Trajector. VFW told me Trajector is not good. I am so afraid that I will not get it. I am going to under go Brain surgery through the ** to help with the tremors. I stressed and stressed with them that the Tremors had to be on list . They could see where I had anxiety about firing my gun, with my tremors. They got worse after boot camp. They *** says the is a horrible company. They take advantage of vets. I just really want them to add the Tremors to my case. I know they submitted it already. It is sad .

  Business response

  10/30/2024

  Dear Mr. ***************** are truly sorry to learn of your dissatisfaction with your recent experience with us. We regret any frustration or disappointment that may have arisen, leading you to file a complaint with the Better Business Bureau or leave a review expressing your concerns. We apologize for any miscommunication you may have encountered with our team, as we understand how essential clear and effective communication is to achieving positive outcomes.
  
  To address this matter, our escalations team reached out promptly to discuss your concerns and work with you toward a resolution. According to our records, the team was able to engage in constructive dialogue, and we are grateful for your willingness to participate in these conversations, allowing us to address your needs as effectively as possible.
  
  In follow-up to this discussion, we have documented the details of our interactions to ensure continuity and support for your ongoing needs. Should you have further questions or additional concerns, please do not hesitate to reach out.
  
  Sincerely,  
  Trajector Medical

  Customer response

  10/30/2024

  [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

  10/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I reached out to Trajector Medical to get help with increasing my disability from 80% to 100% with the VA. At the beginning I asked what are the services? Trajector claimed they gather medical evidence and compile it properly, and they advocate for the veteran with the ** throughout the process. I was advised any issues that arise they handle it. Due to the marketing seemed promising, I decide to give them a try. During the first two weeks I noticed I still had to fill out and compile all of my own medical work. I also noticed the software they used is designed to take the information and compile it for them. I still didnt think too much of it figuring maybe someone will look at it and correct it if needed.After getting the compiled paperwork, I noticed there was not really a difference from anything I already did, but I stayed anyway.After submitting the claim on my own, I noticed everything with Trajector changed.I received no help, and when I did speak with someone, it sounded like an AI scammer with a robotic voice. I had to correct the paperwork and send all my own medical paperwork to the VA. I then emailed advising I wanted to cancel due to I did not receive the services I was promised.The lady then proceeded to say I couldnt cancel because they gave me paperwork, even though the paperwork given was sufficient. As of now I was just notified of a 10% increase from the **, for the work I put in. Trajector is advising of only a discount even though every new medical condition they listed on the paperwork I received a 0% rating for. From the beginning to now, Trajector has lied about the services provided, gave no help or response to any letter. Wouldnt allow me to cancel, although no claim decision was made, no help was given, and their paperwork was insufficient. At this point their end of the contract has not be upheld at all, and they appear to be a foreign company scamming veterans. I want to help other veterans avoid the mistake I made.

  Business response

  10/31/2024

  Dear Karrine,
  
  Thank you for reaching out to us. We sincerely regret to learn that you are dissatisfied with our services and feel that we have not adequately supported you. We understand that receiving an invoice with which you disagree can be frustrating, and we apologize for any confusion or dissatisfaction this may have caused.
  
  We recognize that effective communication is essential in addressing concerns. Our escalations team reached out to you, and according to our records, they were able to discuss your account and the issues at hand. We are pleased that they could engage in a constructive conversation with you, and we hope this interaction helped clarify your concerns.
  
  Following these discussions, we have updated your account with the details of your conversations with our team, along with any adjustments to your invoice that may have been agreed upon. Your satisfaction is important to us, and we are committed to ensuring that your concerns are fully addressed.
  
  Respectfully,
  Trajector Medical

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Earlier this year in April, I contacted Trajector Medical to assist with increasing my VA disability rating, based on their claims of support and personalized medical evidence development. However, the service they provided has been extremely disappointing and does not justify the thousands of dollars they are expecting to charge.The agreement led me to believe that I would receive thorough medical consultations and meaningful assistance. Instead, all I got was a 30-minute call with an RN that did nothing to move my case forward, and they filled out about an hour's worth of paperwork "I" had to proofread over anyway. I held off on raising concerns earlier, hoping more support would be provided later in the process, but after receiving my decision letter with every claim they assisted with being denied, and two being deferred.Recently, I attempted to contact Trajector Medical to terminate the contract and stop their services as I received a decision letter. However, the only response I received was an automated message acknowledging the receipt of my VA decision letter and stating they would wait for deferred and pending conditions to be adjudicated. My request to terminate the contract and discontinue further communication was completely ignored.This companys practices are misleading and exploitative. They overpromise, underdeliver, and expect to charge myself and other veterans exorbitant fees for services that do little to help. I feel deceived and taken advantage of by their business.Desired Outcome:Immediate termination of all services.Confirmation that I owe no payments, given there has been no change to my VA disability rating.Cessation of any further communication or billing attempts.

  Customer response

  10/17/2024

  Trajector has closed out my contract, this wa their response:

   

  ”Dear Silas,
  
  Your account with Trajector Medical is now fully closed. You may find your closeout letter below. 
  
  As the President of Trajector Medical, I'd like to personally thank you for working with us. If there’s anything else we can help you with, please reach out. 
  
  Closeout Notification from Trajector Medical  
  
  
  1. The Medical Evidence Development Agreement Silas Hanegraaf signed with Trajector Medical on 04/18/24 is now cancelled, and this account is now closed.  
  
  
  
  
  
  
  2. All services Trajector Medical renderedfor Silas Hanegraaf are now complete. 
  
  
  3. Effective 10/16/24, Silas Hanegraaf has no outstanding financial obligations to TrajectorMedical.  
  
  Thank you for trusting Trajector Medical, and as always, thank you for the service you gave to our country. 
  
  Best regards,? ”

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/28/23, Trajector helped me file a supplemental claim for insomnia to my existing 10% rating for tinnitus. I had a C&P exam in April 2023 during which time the examiner told me he was diagnosing me with PTSD, not insomnia. On June 13, 2023, I received my rating decision letter stating that the VA was denying my claim for insomnia and PTSD. On 4/29/24, I called Trajector and asked if they would help me file an appeal for insomnia/PTSD. The *** told me Trajector does not file or help with appeals. Since they were not helping me any further and were unwilling to file an appeal on my behalf, I asked if I would owe them any money in the future if I appealed on my own and got a rating. The *** told me no. I believed since Trajector was no longer providing me a service or helping me, my contract with them was done. Their *** told me as much. Since Trajector refused to help me, I filed an appeal with the help of my local VSO in May 2024. In September 2024, I received an increase in my rating to 60% (10% tinnitus and 50% PTSD). On 10/9/24, I received an email from Trajector asking me to pay them $7343.25 for the 50% increase (the increase X 5 months). Trajector is not entitled to this money for the following reasons: 1. Trajector helped me file an insomnia claim, not a PTSD claim, which was denied by the VA 2. Trajector refused to help after the denial 3. A Trajector *** told me on 4/29/24 that I would not owe them any money if I appealed on my own 4. My 50% increase was for PTSD, not insomnia, which they did not help me file 5. Trajector's website proudly states, "We NEVER charge any fees unless you receive a bene?t from our services." Since I did not receive a benefit from their services, they should not charge me a $7343.25 bill. Suggested solution for Trajector: 1. Rescind the bill of $7343.25 and zero out any balance I owe them 2. Immediately cancel any and all contracts between me and Trajector

  Customer response

  10/30/2024

  Trajector reviewed my account details, cleared my balance, and canceled my contract per my request. I would like to formally withdraw my complaint

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trajector Medical promises help with filling VA disability claims. They offered nothing but phone calls with scripted messages from a phone bank. In the end, I got a rating from VA based on my work. I paid what I agreed to even though they didnt do what they said they would in terms of support. I want to proceed with the help of an attorney but cannot proceed until Trajector releases me from representation. The attorney says he cant serve as my advocate until I am released by Trajector. I just need a letter indicating that we are parting ways. I have called Trajector multiple times seeking a letter. First I was told it would be 1-2 days. Then I was told it would be 5-7 business days and things would be expedited. Now Im being told it will be 2-4 weeks. This shouldnt take so much time. I would appreciate any help I can receive.

  Business response

  10/04/2024

  Dear Shawn,
  
  
  We regret to learn that you are dissatisfied with our services and sincerely apologize for any inconvenience you have experienced, particularly regarding the communication issues related to your account and the delay in processing your request for account closure.
  
  
  It is unfortunate that we were not given the opportunity to fully resolve the situation and address your concerns. Despite our numerous efforts to engage with you and find a resolution, our records indicate that our escalation team made several attempts to contact you without success. We value every chance to work with our clients to resolve issues and are disappointed that we were unable to connect.
  
  
  Given the ongoing lack of communication, we find ourselves in a position where we must take further action to move forward. As a result, we have taken steps to update your account status and have processed the closure in our system to expedite the resolution. To ensure complete transparency, a formal closing letter has been issued and provided to you for your records. We deeply regret that things have come to this conclusion and appreciate your understanding. You will no longer receive any further communication from us regarding this matter.
  
  
  Respectfully,
  Trajector Medical

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in April 2023 I contacted Trajector Medical in hopes of receiving help with my VA claims. After talking to them for a while I was under the impression that they were accredited through the **, come to find out they aren't and upon further research I found out this company is just another company that is know to be one of many Claim Sharks preying on Veterans. So after finding this out I sent them two email stating that I am no longer needing their services due to them not being accredited through the VA. In which I never received a reply to. Yet after I cut ties and did everything myself, they decide to start contacting me again demanding payment after I made it clear that their services are no longer need nor did they help with anything. This is outrageous, countless emails and phones seeking pay for something they didn't even help with. If they weren't a predatory company and were accredited they'd receive payment directly from the VA, but since they are greedy they'd rather reel Vets in and charge insanely high prices and mask it as "helping." Its upsetting knowing that I been through all kinds of obstacles with the VA from obtaining my own medical records, buddy *********** exams and all kinds of things to obtain the proper documentation to submit to the VA MYSELF and to have the reach out demanding payment knowing they didn't do a single thing to help! The thing that upset me the most is them saying that they submitted evidence on my behalf, which wasn't in the slightest bit true because you have to be able to access ones claim to do so.

  Business response

  10/04/2024

  Dear Mr. ***************** regret to learn that you are dissatisfied with our services. We sincerely apologize for any concerns regarding your invoice that may have prompted you to file a complaint with the Better Business Bureau (BBB). We would like to clarify any misunderstandings that may have contributed to your perception of us as a claim shark.
  
  Firstly, your assertion that we filed claims or submitted evidence on your behalf is incorrect. Trajector Medical is not a legal service, and we do not act in that capacity. This distinction is explicitly outlined in the agreement you reviewed, acknowledged, and signed. Section A2 of the agreement clearly states that we do not serve as your VA representative and do not prepare, present, file, or prosecute claims on your behalf. Our role is strictly limited to medical evidence development and medical consulting services. We also explicitly inform our clients that they are free to engage a VA-accredited representative, such as a *** agent or attorney, for assistance with any claims-related matters. Section I further reinforces that we are not a law firm or VA-accredited agents, nor do we provide legal advice. We also do not guarantee the outcome of your claims, treat medical conditions, or prescribe medication.
  
  With regard to the invoice in question, the fee structure was transparently outlined in the agreement you signed before services were rendered. Section G3 specifies that our standard fee is equal to five times the amount your monthly VA compensation increases by. Additionally, a monthly service charge may apply if the balance is not paid within the due date, but this charge can be waived if payment is made in full within 90 days of receiving your VA claim notification. Any additional costs, including attorney fees, are also detailed in this section of the agreement.
  
  It is unfortunate that we were not provided the opportunity to resolve this matter directly with you. Despite multiple attempts by our escalation team to reach you and address your concerns, we were unsuccessful. As a result, your account remains active with our finance team, and your unresponsiveness has complicated efforts to resolve the situation.
  
  Should you wish to discuss your account and work toward a resolution, we encourage you to contact us at your earliest convenience.
  
  Respectfully,  
  Trajector Medical

  Customer response

  10/04/2024

  [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: 22339553

  I am rejecting this response because: ************ literally did nothing to help me, no medical evidence was provided, after I emailed them saying I was cutting ties that was the last time I heard from them until I got a rating. Then I recently got an increase ON MY OWN and then they pop up again with their hands out! Its funny how they couldnt reply to my emails about not wanting to work with them, but now they care? They had their chance to work things out. As for them being Claim Sharks if you know you know, just because you say youre not doesnt make a difference. 

  Regards,

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

  Business response

  10/11/2024

  Dear Mr. ***************** regret to hear that you are dissatisfied with our services and have rejected our previous response. We apologize for any issues you have encountered with your account and the invoice we issued, which was for services we believe were rendered to you. We are also sorry for any perceived communication gaps during the processing of your claims with the VA. As we are not affiliated with the **, do not have direct communication with them, and lack access to their systems, we are unable to provide real-time updates during that period.
  
  We acknowledge your concerns regarding our service charges and the perception that we may be operating in a questionable manner, which you have described as being akin to a "claim shark." Please note that, like any accredited entity, we are entitled to charge for our services in accordance with applicable laws and regulations. We strictly adhere to all legal requirements regarding claims processing and the supporting documentation we provide to our clients.
  
  We understand your frustration with the invoice, but we would like to clarify a few key points. First, before any services were provided, you reviewed, acknowledged, and signed an agreement that clearly outlined our fee structure. This agreement included our charges for any claims awarded with our assistance. The terms of the agreement were thoroughly discussed before you signed, and it was only after this that you experienced the increase in benefits you now receive.
  
  We value the opportunity to resolve disputes amicably; however, in this case, we were not given the chance to address your concerns. Despite multiple attempts by our escalation team to contact you, we were unable to reach you for a discussion. Our records show that you did not respond to these efforts and have only communicated through the complaint you filed with the BBB. Please be advised that the BBB does not have the authority to resolve this matter.
  
  Given the unresolved status of the invoice, your account remains active with our finance team. We have not received any documentation from you that substantiates your claim that the invoice is invalid or that disproves our involvement in assisting with your claim. Our records indicate that you received supporting documentation from us, which you used in filing your claims in 2023. As of yet, you have not provided proof that the claim increases were unrelated to the documentation we supplied.
  
  Should you wish to discuss this matter further and work towards a resolution, we encourage you to reach out to us.
  
  Respectfully,  
  Trajector Medical  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Trajector Medical in 2021 to file for an increase in my dysthemic disorder/PTSD rating. In 2022 my rating was increased from 10% to 70%, where it remains today. Back in 2021, Trajector was engaging in a business practice that had veterans turn over their usernames and passwords to VA websites to verify their information. I did so, not realizing how predatory TM really was. My account was settled in 2022 when I paid my five months increase when my mental health rating went from 10 to 70%. However, in 2022 I was denied a service connection for sleep apnea and rated at zero percent for headaches. My appeals for both have been denied. I am convinced that Trajector Medicals AI-generated evidence complete with misspellings and grammatical errors, was largely responsible for my sleep apnea denial and my headaches being rated at ZERO! Thanks to Trajector I now have no realistic hope for receiving benefits that I earned! I am seeking to end my contract with Trajector Medical and any and all of its associated companies, and never be contacted by them again. I have already steered three other veterans AWAY from Trajector Medical. Texas Attorney General ******************* recently sued VA Claims Insider for similar practices and I wait patiently for the day when he sues Trajector Medical. I will happily sign my name to any lawsuit against this predatory and unethical business.

  Business response

  09/13/2024

  Dear ****************,
  
  We regret to hear that you are dissatisfied with our services, and we apologize if you feel that we have not provided the level of support you expected. We understand that you believe our actions may have contributed to the denial of your claims, and we are sorry for any confusion or frustration this may have caused.
  
  It is important to clarify that we do not have any influence over the VA's decision-making process regarding claims. We strive to provide accurate guidance and support to all our clients, and it is unfortunate that our efforts were perceived otherwise.
  
  We would have welcomed the opportunity to address your concerns directly. However, despite multiple attempts by our escalation team to reach out to you and discuss the situation, we were unable to establish contact. This lack of communication has complicated the resolution process on our end.
  
  Given the current circumstances and the continued lack of response, we have decided to close your account in our system. We believe this step is necessary to bring closure to this matter. A formal letter confirming the closure of your account has been sent to you, and no further communication from us will be necessary.
  
  
  Sincerely,  
  Trajector Medical
  

  Customer response

  09/13/2024

  [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

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 2022 I engaged Trajector to assist with a VA claim, with the understanding that I would pay a small fee only if benefits were provided for the claim they assisted with. The team provided minimal assistance with wording for submitting documents. Following this, communication became exceedingly difficult. I received random calls from various representatives, often from different countries, and when trying to return those calls, I was unable to reach anyone. Instead I was met with apologies about management changes. Most of my claims were denied, except for one that awarded 10%. After several months I spoke with a representative to notify them of the decision and that I no longer wished to continue with the company. The representative stated that I owed $829.60 for the minimal assistance they gave to close out the account. I made this payment on August, 28, 2023 and was told this would complete the process. The only documentation I received was a receipt confirming the payment. However, a year later I received another call from a representative claiming that certain documents were never sent and still needed. I explained that this did not make sense, as I was previously told the account was settled. Despite my concerns about the legitimacy of these requests, I complied and sent the requested documents via email. Then they started asking for a breakdown of the decision rating by taking a screenshot of my VA app. I complied. These documents have my social security information and other sensitive information and these agents outright stated they are located offshore. They refuse to give me phone numbers where I can contact the same person and when asked to send emails stating my account is closed they say they will call. I am requesting my account closed immediately and an email stating such, with no further requests for documentation or payment as I have already fulfilled my obligation. The lack of clear communication and consistent information has been frustrating.

  Customer response

  08/19/2024

  Thank you for your assistance with this matter. I have received an email from Trajector stating my account is closed and has no outstanding balance. 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trajector needs to wait until all claims have been completed before asking for payment.

  Business response

  08/23/2024

  Dear ****************,
  
  I hope this message finds you well. I want to express our sincere apologies for any dissatisfaction you may have experienced in your interactions with us. We deeply regret that your recent experience, particularly the communication challenges with our team and the issues surrounding your invoice, has led to feelings of frustration and ultimately prompted you to file a complaint with the Better Business Bureau (BBB).
  
  At Trajector Medical, we place a high value on transparent and effective communication, recognizing it as the cornerstone of a positive client relationship. Upon learning of your concerns, we immediately engaged our escalations team to reach out to you with the intent of addressing your grievances comprehensively. According to our records, our team was able to connect with you promptly, and we appreciate the opportunity you afforded us to work toward a swift resolution.
  
  As a result of our discussions, we have made the necessary updates to your account, meticulously documenting the details of the conversations that have taken place, including all relevant information regarding your invoice. We hope these adjustments reflect our commitment to ensuring your satisfaction and restoring your confidence in our services.
  
  Please be assured that your feedback is invaluable to us as we continuously strive to improve our processes and client relations. Should you have any further questions or concerns, please let us know.
  
  Respectfully,
  Trajector Medical

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This company will not respond to my calls as have tried to cancel my contract with them as they have *** zero help. they misinformed me of pay rates and blatantly have lied to me

  Business response

  09/06/2024

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

   

  We regret hearing that you are dissatisfied with our services. We take your concerns seriously and wish to address the issues regarding your invoice that led to your complaint with the Better Business Bureau (BBB). It is disheartening that you feel we did not provide adequate support.

   

  Regarding our fee structure, we would like to clarify that this information is explicitly detailed in the agreement that you reviewed, acknowledged, and signed prior to the commencement of any services. The agreement clearly outlines our fee structure, including any additional fees that may be incurred if payment is not received in full within 90 days following a favorable outcome of your claims. We assure you that we have acted in full transparency and have not misled you in any way.

   

  Concerning your communication with our team, we apologize for any misunderstanding. However, once your claims are submitted to the VA, we are unable to provide updates, as we do not have any direct communication with the VA nor access to their systems. Consequently, we are unable to offer status updates while your claims are under review.

   

  We regret that we were not given the opportunity to resolve your dispute and address the concerns with your account. Despite our multiple attempts to reach you, our records indicate that we were unable to establish contact. We understand that you have tried to reach out, but unfortunately, when we have attempted to return your calls, the connection has been terminated, preventing us from discussing your concerns further.

   

  Given the unresolved nature of this issue and the lack of communication, we have been left with limited options. In light of this, we have proceeded with closing your account in our system, despite the submission of the claims we assisted with. You will not receive any further communication from us moving forward.

   

  Respectfully,

  Trajector Medical

  Customer response

  09/06/2024

  [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 accept the terms of trajector closing out my file and terminating our contract due to inadequate services rendered. I expect the terms to be voided completely and my balance to be left at zero.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

*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. ↩