Reviews

Review Details

• Review fromCh G

  Date: 08/20/2025

  1 star
  I rate at a zero stars!! I have been trying to get my medical records since July of 2025. My doctor's office closed and they assured me that this company (Morgan) would be reliable, and would send my records. First the link to request records was not working. I had to call 3 times to get a different option to request records. I have a medical condition and was told I need my records in order to find another doctor. After a month, I still had not gotten my records sent to the new doctor, and after paying $35. When my records finally reached my new potential doctor, the office told me they recieved over 300 pages of duplicate records from 2021. They never received my records from 2025. I called Morgan's Records and explained what the doctor's office told me. I was put on hold for over 30 minutes and when they finally came back to the line, I was told that they could see the doctor had not opened the records. I told her (******* from Morgan) that was incorrect, I had just spoken to the doctors office and had been on the line with them for 40 minutes and they read through the records they received from Morgan and could not find any labs from 2025.I told Morgan Records I wanted to speak to a supervisor and was put on hold for another 30 minutes. When ******* came came to the line she assured me a supervisor would call me back that day. I never received a call. I am still waiting for my records and spend more than 30 min waiting everything I call. I am beyond frustrated and have not gotten my records request resolved. I have reached out to BBB, was directed to file a review first. I will filing a former complaint as Morgan Records is preventing me from seeking the medical care that I need.

• Review fromJulie M

  Date: 07/29/2025

  1 star
  This company is charging me $35.00 for a Link to my records that I did not permit them to access. According to my doctor's office, there are MY records that I own. This is extortion at its finest. This is what they charge for:Morgan Records Management LLC charges a service fee for fulfilling requests for medical records to cover the costs associated with fulfilling those requests, including labor, supplies, and postage. This fee structure is based on average costs and is compliant with regulations like *****, ensuring reasonable and efficient service, according to Morgan Records Management. Here's a more detailed explanation:Cost Recovery:.The fees charged are designed to offset the expenses incurred by Morgan Records Management in handling requests for medical records, such as the time and effort of their staff, the cost of paper and other materials, and postage costs. HIPAA Compliance:.Morgan Records Management utilizes the "average cost" method, which is a permissible approach under ***** regulations for calculating fees for access to protected health information, according to Morgan Records Management. Reasonable and Compliant Charges:.By using the average cost method, Morgan Records Management aims to provide a reasonable and compliant fee structure that balances the cost of fulfilling requests with the need to make records accessible to individuals, says Morgan Records Management. My question is, how many supplies are used to send me my scanned records?

• Review fromKristina W

  Date: 07/19/2025

  1 star
  Terrible system with absolutely no customer service We requested ********************** from ********************** so that my mother may receive the medical treatment she needs for dementia. In order to adequately treat my mother, her new neurologist needs to order an MRI. She cannot get an MRI without the records we need from her now retired neurosurgeon.After ordering the records, I was pleasantly surprised to receive an email after two weeks saying they were scanned and would be sent within the week. I checked the site after a week passed to see that the order was cancelled. I sent an email to the address listed in the email I received telling me my order would arrive ******* husband followed up with a phone call two days later after I received no response and reached an endless loop. He checked the site and it now said Scanned.I checked the site again the next day and it said Cancelled. Just thirty minutes later, it said Scanned again. Who even knows what's going on?!I looked at ****** reviews and found that we are not the only people who have received unacceptable customer service from this company. I'm shocked that I'm only the second review on BBB.Unfortunately, I have no options and have to continue dealing with them so my mother can receive the medical treatment she needs.However, if you are a medical office, PLEASE find another company to store your records when you retire.

• Review fromSherri J

  Date: 11/25/2024

  1 star
  My mother paid money to have her records transferred from her retiring eye doctor and those records were never sent. This also happened to a friend of hers. You cannot get ahold of anyone when you call and they do not call you back.

• Review fromJoleen K

  Date: 09/13/2024

  1 star
  I paid to get my medical records almost 2 months ago. Still haven't received them. I needed them for my new doctor. Very upset. I want my money back but can't get a hold of anyone.

• Review fromKelly S

  Date: 08/16/2024

  1 star
  Spent over $100 for medical records and they sent us in an unformatted CD that is absolutely useless. I can not get a hold of an actual person there for the life of me..

• Review fromKristin W

  Date: 08/07/2024

  1 star
  This is the worst records management company. *** submitted a request to have my family records sent to me in May and still have not received them. They make you pay in advance and collect the payment but doesnt provide timely service! I have emailed multiple times and called. I dont understand why any provider would use them because they are difficult to get in contact with and at this point they arent even providing the service that was paid for. Im not sure if Ill ever receive my childrens medical records which for a mom with young kids there inability to provide timely service is effecting my childrens medical care and ability to enroll in school !!
  

  Morgan Records Management, LLC

  Date: 08/09/2024

  Dear ****************,We are sorry to hear that you have been unable to reach anyone at Morgan Records and have not received the records for your children. The department supervisor will be reaching out to you to discuss and get this issue corrected immediately.

• Review fromMartin R

  Date: 07/10/2024

  1 star
  I am a physician who retired at the end of 2022. During the process of become a customer of MRM, I was able to easily reach by email and direct phone numbers:A. A., Client Account Manager M.H., Sales Executive N.L., Logistics Coordinator.These individuals were nice, knowledgeable, professional and very responsive to any questions or concerns, at the time they were working to get me to be a customer.I used MRM and fully paid my invoice.After 1.5 years, I had a question and needed to talk to one of the people at MRM and phones are Not answered, and all 3 of their emails are blocked (per email server).Therefore, if you are considering using this company, you need to know they will be reachable if you ever need to contact them in the future.***************************, M.D.Advanced ******************* retired
  

  Morgan Records Management, LLC

  Date: 08/09/2024

  Hello ****************** - We are sorry for the issues that you faced while trying to reach out to **. Since this review we have been able to connect with you and rectify the situation. We sincerely value your business. Please reach out to the director or supervisor if you need anything in future.

• Review fromLeroy R

  Date: 05/06/2024

  1 star
  Still waiting since since you charged my credit card on February 26. Looks like we go to a new doctor in two days with no records. Called left message no response. Sent email no response. Next step to try for a refund.Youre messing with peoples health in not providing records in a timely manner.

• Review fromCarol S.

  Date: 03/16/2024

  1 star
  Not happy with this company! My ENT office shut down last year. I paid $35.00 for my records in August 2023. I received an email with the information but was unable to access it because the original email was sent to my junk email and by then it was expired. So I called again and was assured that the information would be sent soon. Nothing received! The last time I talked to a real person was in November 2023. Again I was told it would be sent promptly. Again, nothing! I’ve made additional email requests and also left voicemails. I need to be established with a new ENT doctor. I had a tube placed in one of my ears and it needs to be checked. I’m very frustrated!