Complaints

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:09/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to access my health records and I have been waiting for over 37 days for them to get it. I called them multiple times and they said that they had not received any requests but somehow mine was marked urgent.Still waiting for my medical records. they say on their website 30 business days.

  

  Business Response

  Date: 09/04/2025

  Hello,
  We sincerely apologize for the frustration. I do want to confirm the Department Supervisor has reached out to you and left a voicemail to explain the situation. Please contact us at your earliest convenience and we would be happy to further discuss.

• Initial Complaint

  Date:08/08/2025

  Type:Product 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.

  My childrens doctors office shut down with no warning and medical records were sent to this company and we had to PAY to get them. Ive since paid for both children and have never received my records and my children cannot get another doctor because of this. I want my records or my money back

  

  Business Response

  Date: 08/11/2025

  Hello,
  We sincerely apologize for the difficulty you have experienced in receiving your medical records. I want to confirm the Department Supervisor has reached out to confirm records were originally sent to the email address provided in February 2025. The request has been put in to have records resent to the email address provided today. Please feel free to reach out to the Department Supervisor directly with any additional questions.

  Customer Answer

  Date: 08/11/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/04/2025

  Type:Product 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.

  My doctor was moving, so I was told to contact Morgan Records Management. I was told I need to pay $35.00 to get my medical records, which I paid on July 17th. They sent me one day out of at least 10 visits and several exam procedures and lab work. (for 5 years of going). I notified them and said I didn't get my records, and they said they would reach out to their records team, on July 24th. I did not receive my records again. I have called and emailed several times and told them I want my $35.00 back since they did not give me what I paid for. I talked to ***** about a refund and she said she would ask her supervisor. That was 7-30-15. She said I would get a call within 24 hours. I received an email on 7-30-25 and it states in RED writing that states they are not responsible for the contents of the records. They are a medical records management. How do I get my money back and go to someone that knows what they are doing? I want to let anyone else know that this company is NOT doing what they are hired to do.

  

  Business Response

  Date: 08/11/2025

  Hello,

  We sincerely apologize for the frustration. I do want to confirm the Department Supervisor has reached out to you to explain the situation. We have only received 1 part of the records from your previous provider's office and all records in our possession so far have been sent. Once we receive the rest of the records, your records will be resent to you with everything we receive in your name. Please feel free to reach out to the Department Supervisor with any additional questions. 

• Initial Complaint

  Date:08/01/2025

  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.

  On June 28th, we filed the documents to get our daughter vaccination records so we can enroll her in school in a new state. They made it clear that it could take UP TO 30 days. On day 30, we spoke with them and they told us it just hasnt been sent. We have the documents. 2 days later, I call again and they say they will have a supervisor call and that they would also put a rush on it. Today, I call them again and they tell me another supervisor will call before 5EST. They have never once called us and we still havent received the vaccination records to enroll our daughter in school. I just want the documents sent to me now. We are running out of time to enroll and we have them ample time to produce the documents.

  

  Business Response

  Date: 08/01/2025

  Hello,
  We sincerely apologize for the difficulty you have experienced in receiving your medical records. I want to confirm the Department Supervisor has reached out to you and left a voicemail. Records have also been securely emailed. Please do not hesitate to contact us with any additional questions.

• Initial Complaint

  Date:07/28/2025

  Type:Sales and Advertising 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 requested my daughter medical records on 6/6/2025, paid the processing fee for it on the same day and received a confirmation email that my request could take up to 30 days to be processed. Its now been 52 days and I havent received any thing and no updates from the business. My next step if I dont receive the medical records by the end of this week will be to report this business to *****, regarding their violation for not providing medical records within 30 days from request. My daughter needs her vaccination records to enter the new school and this business is holding this up.

  

  Business Response

  Date: 07/28/2025

  Hello,
  We sincerely apologize for the difficulty you have experienced in receiving your medical records. I want to confirm the Department Supervisor has reached out to explain the situation and records have been sent. Please do not hesitate to contact us with any additional questions.
  
  

  Customer Answer

  Date: 07/28/2025

   
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my medical records in the form of a USB and paid $55, to my address. There was no attempt at communication with me by the carrier. There was no label affixed to my door that communicated an attempt at delivery and next steps. I reached out to Morgan Records by email to resolve the issue. They responded that I can have my records downloaded to my computer. When I reminded them that they charged me $55. They said I didnt set up my voicemail. Not only has my voicemail been set up, I have received voicemails from other callers throughout the year. Morgan Records did not provide proof of actual delivery attempts. If I agree to download my medical files, then I lose my $55. This is grossly unfair.

  

  Business Response

  Date: 07/07/2025

  Hello,
  All USB records are sent from our facility with **** certified return receipt requirements.Unfortunately, once the packages leave our facility, it is out of our control. We apologize for the unsatisfactory experience you encountered with your local **** not honoring the service that was paid for and requested by Morgan Records Management. We have left voicemails with a direct return phone number. Please return our call, so we can assist you with your records.

• Initial Complaint

  Date:06/20/2025

  Type:Sales and Advertising 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 submitted a request for medical records on June 9, 2025 and was charged $35. On June 10th I received an email with a link to my medical records with the following statement Your password has been sent in a separate email. It also notated that the link will be disabled on 7/11/2025. I did not receive a separate email with this password. I checked my spam folder everyday in the event that the password email was not delivered properly. I have now called the company 3 separate times to request this password on June 12th, 17th, and 20th. Morgan records has a service menu indicating which department to choose, after selecting the medical records department it rings ***** times before being transferred to an agent. Not a single agent seemed to understand how the company they work for delivers the medical records. I had to explain several times that I was requesting a Sharelink password so I could actually access my requested and paid for medical records. I finally received a phone call back from an agent who provided me a password over the phone rather than securely to my email address. Upon entering this password I received an error message stating it was indeed INVALID. Given this company is paid to provide extremely sensitive medical records, I would hope all of their staff would be properly trained in the process of requesting, receiving, and error resolution. Given there is a time limit as to how long I can access these records, urgency is needed. I would like someone from this company to contact me and provide the correct password asap. Thank you

  

  Business Response

  Date: 06/20/2025

  We apologize for the difficulty in accessing your medical records. We are taking steps to address the issues with our phone systems in an effort to improve service. The department supervisor has contacted you directly to discuss the matter and confirmed that you are now able to access your medical records. If you experience any further issues or have any other concerns, please do not hesitate to inform us.

  Customer Answer

  Date: 06/23/2025

   
  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.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/11/2025

  Type:Product 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.

  On March 31st, 2025 I paid $35 dollars and requested my medical records after my orthopedic doctors office closed down. I received an email on that same day saying that my request for my medical records has been received and that they are working to fulfill my request. Everywhere on their website It says it should only take up to 30 days for them to send my medical records but it is well past that and I have still not received them. I have called them at least 6 different times and every time they always tell me the same thing which is that someone will call me back about my issue but I have NOT once received a call back. It is VERY frustrating that I have not received my records or at the bare minimum at least been told when I will receive them. I am not happy with this situation and with how things are being handled. Please send me my records!!!!

  

  Business Response

  Date: 06/12/2025

  Hello,
  I sincerely apologize for the delay in receiving your records. The department supervisor has been in touch with you to explain the reason for the delay. We are still awaiting the electronic records from the practice. Once we have them, we will begin processing all requests.

  Thank you for your patience and understanding. We apologize for any inconvenience. 

  Customer Answer

  Date: 06/16/2025

   
  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. I will be waiting to receive my records once they are available.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising 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 submitted request for my records on April 8, 2025. Payment was required immediately. The generated email said I would have them within 30 days. I am a cancer survivor. These records were needed when I had to change practices.

  

  Business Response

  Date: 06/04/2025

  Hello,
  I sincerely apologize for the delay in receiving your records. The department supervisor has contacted you to explain the reason for the delay. We are still awaiting the electronic records from the practice, but we expect to receive them within the next few weeks. Once we have them, we will begin processing all requests.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 06/07/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/12/2025

  Type:Product 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 paid $35.00 in late October 2024 to obtain my husband's medical records after his pulmonologist died. I received an email dated November 2, 2024 acknowledging payment **********. I have emailed twice and called 4 times. Only last call was returned after pointed out their violation of HIPAA laws. I was told they would call back the same day which did not happen. My husband, ***** ********, has had to make three trips from rural ******** to ***** to redo all the tests that were in his medical records. At this point I feel they have lost the records or are just scamming people. I would appreciate your help.

  

  Business Response

  Date: 05/19/2025

  Hello,

  We sincerely apologize for the difficulty you have experienced in receiving your medical records. Your records have been scanned and sent to you. I want to confirm the Department Supervisor has reached out to explain the situation. Please do not hesitate to contact us with any additional questions.

  
  

  Customer Answer

  Date: 05/19/2025

   
  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.
  
  Sincerely,
  
  ***** ********