American Veterans Aid Reviews
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Almost 6 months and no check from VA
American Veteran's Aid Bogus Refund Policy
American Veterans Aid
1717 West Orangewood Suite G
Orange CA 92868
My family engaged the services of American Veterans Aid (AVA) for help with our application for the Aid and Attendance benefit provided by the Department of Veteran Affairs. After deciding that this benefit program was not a good financial fit for our mother, Elizabeth Walsh, we stopped the application process with the AVA and requested a refund per the AVA agreement.
We never got that refund.
The BBB A+ rating influenced our decision to seek AVA services. We believe the BBB should review that rating. We strongly believe that BBB A+ rating is not an honestly earned rating.
The disagreement: Our position: Agreement verbiage: “A full refund of the service fee will be given if it is determined by the financial advisor that repositioning the assets will not be the most cost effective, tax efficient strategy to improve the client’s financial condition.” After determining that repositioning assets would have a negative financial impact, Mary McAloon, myself and our financial advisor decided to stop seeking this Veteran’s benefit. Agreement verbiage: “The Provider has 30 days to process the refund upon receipt of a written request stating the reason for cancellation.” The AVA took 80 days to respond to our request for refund, a full 50 days late. Further, this response would have never happened without prodding the AVA for a response. We feel that the AVA – a) The AVA 45-day imposed limit on refund application did not take into account the time it took to arrange the necessary meetings – a timeline that we did not fully control.
Consults started and ended on 10/3 and 12/12 respectively. That is 44 days, leaving us with only one day to complete consults with our lawyer and financial advisor. This is inadequate. Our decision to terminate came on 12/19, 7 days after our last meeting with Ed Schrenzel.
b) Taking 80 days to respond to our request and ignoring several prompts for response is enough reason alone to challenge the BBB A+ rating. This is hardly good customer service. To the contrary, they did their best to ignore us. It took this email sent by me on 3/7/17 to get our first response to our refund request – “Since you will not engage us in any way on this topic, the next step is to file a complaint with the BBB.
Today is March 7. I we have no response by March 13 from ADA, we will file with the BBB.” c) The denial of refund email contains this text: “This original message was sent on 1/16/17 in regards to the refund request.” This claim is not true. We received nothing on 1/16/17. The AVA position: Text from denial email received on 3/9/17: We have already reviewed your request and based on the service agreement signed on 10/3/16, you are unfortunately no longer entitled to a refund.
Please refer to your service agreement under Refund Provision: 5d. After 45 days from the start date of service, the client will not be eligible for a refund for any reason including but not limited to not taking our VA Accredited Claims Agent and/or financial advisor's advice, death of claimant, applying for Medicaid, or receiving Hospice care. Provision 5d does not exist in the service agreement The timeline: 1. 10/3/16 – Service Agreement signed and mailed.
2. 10/28/16 – Initial conversation with Edward J. Schrenzel, Veteran's Consultant at the AVA. Initial conversation with Mary McAloon (sister) to gather information.
3. 10/31/16 – After consideration Mary McAloon and myself decided to enlist the help of the AVA in seeking the Veteran’s benefit for our mother, Elizabeth Walsh. 4. 11/03/16 – Consultation with Ed Schrenzel 5.
11/21/16 – Consultation with Ed Schrenzel 6. 12/12/19 – Consultation with Ed Schrenzel 7. 12/19/16 – Notified AVA of decision to “stop the process” via email. We requested a refund of $2,275 at this time.
We got no response from this email. This is 49 days after we decided to enlist the AVA’s service. 8. 01/09/16 – AVA Senior Case Manager Ardee Diamante forwards our 12/19/16 request to the “refund committee” 9.
02/23/17 – Sent follow-up email to Mr. Diamante requesting a response. 10.
03/09/16 – Received denial of request for refund from Angelo Tuble, AVA. This is 80 days after requesting a refund.
- Refund policy
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