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: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,
  
  ***** ********

• Initial Complaint

  Date:04/14/2025

  Type:Delivery 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 2/17/25 I submitted a request for my medical records from Morgan Records Management and paid my $35. I need these records from my old OBGYN offices that closed a number of years ago in order to make important health decisions moving forward. When I submitted the request it promises 30 business days to get your records. After 30 days and no records I called and was told somebody would call me back. Nobody ever did. A couple weeks later I called again. I got the same response. Nobody called me back. This week I decided to try sending an email to see if Id get a different response. The response I received was that they had my request on file and that sometimes it takes UP TO 30 days to get records. It had already been 51 days when they sent that response!!! Not an appropriate response at all. Not helpful. They have my money, I have not received my records and cant make my health decisions and nobody is giving me any helpful information. What a poorly run business.

  

  Business Response

  Date: 04/15/2025

  Hello,
  We apologize for the unsatisfactory experience and difficulty you have encountered when trying to reach our customer service department. We are taking steps to address this issue and improve our service. To confirm, the Department Supervisor has talked with you via phone to discuss the retrieval of your records. Please feel free to reach out to us with any other questions.

• Initial Complaint

  Date:04/08/2025

  Type:Delivery 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.

  January 24 paid for medical records, ticket ******, never received, no response, no contact, no one answers phone, no one returns calls. I understand they are busy but three months and no contact.

  Customer Answer

  Date: 04/08/2025

  *** ******* is the name, and I have provided the TICKET NUMBER for the order: ticket # 105932

  Sent: Friday, March 07, 2025 at 11:15 AM
  From: "Morgan Records Management" <***************************************************************************>
  Subject: Medical Records Request In Process | Morgan Records Management
  We are happy to report that your request with ticket # 105932 for your Medical Records with J ***** ******, MD PA - Vero Urology - is currently in process and you will be receiving an email notification when completed shortly.
  If you requested your digital records be sent via CD to a physical address, then the next email will contain the package tracking information.  If you requested your digital records be sent via Secure FTP link then you will receive two notification emails, the first containing your secure FTP link and login name with the second email containing your password.
  
  
  If you have any questions please contact us via email at **************************************************************************************************************** or call ************.
  Want to track your records request progress? Click Here and enter your date of birth and request ticket number 105932 to see the current status.
  Best Regards,
  The Medical Records Team
  
  ****************************************************************
  ************ | Tel

   

  Dr. ****** is retiring December 31st 2024, after which the office will be closed.
  For records, please contact Morgan Records Management LLC by Phone at ************ or email at ****************************************************************************************************
  YOUR PAYMENT HAS BEEN SUBMITTED!
  
  Morgan Records Management Headquarters
  
  **************
  ****************
  **************
  **************
  Your files will be processed in the order they have been received and will be delivered based upon your delivery selection within 30 business days.
  
  Note: Please check your spam folder for records and other correspondence from us.
   
  If you have chosen to pick up in person our address is:
  Morgan Records Management
  *******************************
   
  If you have any questions, please contact the Medical Records department at ************************************* or call **********************, during standard business hours; Monday-Friday 9am-5pm EST.
   
  For immediate answers to any questions you may have please visit our FAQ page.
  CLICK HERE TO VIEW FAQ PAGE
  Consent
  MEDICAL DISCLAIMER :
  Patients over the age of 18 must sign the release form.  If a patient is unable to sign that is over the age of 18 please contact ************************************************************ or ************ on how to proceed.
  Do not sign this electronic form if you are not the patient.
  I am the patient or legal guardian who has authorization to release the above records. Any facsimile, copy, or photocopy of this release will be valid for 90 days and shall authorize you to forward my medical records. This form gives you permission to share my private information obtained from this facility. Only records from this facility can be legally released. Any records from other physicians must be obtained from them directly.
  I understand that the medical record released pursuant to this authorization could contain information concerning drug related conditions, alcoholism, psychological conditions, psychiatric conditions, and/or blood borne infectious disease, which are subject to federal and/or state restrictions on disclosure. I understand that if the person or entity that receives the information is not a health care provider or health plan covered by federal privacy regulations, the information described above may be re-disclosed and no longer protected by these regulations. I hereby affirm that I have read and fully understand the above statements and consent to the disclosure of the medical record for the purpose and extent stated above.
  ** Your files will be processed in the order they have been received and will be delivered based upon your delivery selection within 30 business days.**
  **Please check your spam folder for records and other correspondence from us.**

  Customer Answer

  Date: 04/09/2025

  MY name is ******* *****, but as you can clearly see the TICKET NUMBER is proof of service, There may be many people with the same name

  

  Business Response

  Date: 04/10/2025

  Dear Mr. ************** apologize for the unsatisfactory experience and difficulty you have encountered when trying to reach our customer service department. Our Medical ********************** Supervisor has contacted you and left a voicemail and records are being sent today. If you have any questions, please do not hesitate to reach out to us. Thank you for your patience and understanding.

• Initial Complaint

  Date:04/07/2025

  Type:Delivery 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.

  Date of transaction: January 30, 2025.Amount of transaction: $35 (confirmed). For: Copy of my medical records. Morgan Records Management's website says 30 days for turnaround on medical records request. After 30 days, I began calling every several days to inquire about the status of my order. I was greeted by an answering service each time (during regular business hours). I was told each time (6 total) that they would pass my information on to the appropriate party. Beginning with my second phone call, I relayed my earlier experience to the answering service party. I ask each time I call (during business hours) if I can be connected to someone who actually works for Morgan Records Management. The answer is always the same: It's not an option. One of the people I spoke to with the answering service told me I was not the only one making a complaint about this ********** has now been 64 days since I paid for a copy of my medical records and I still have no idea when I might receive them.Along with the BBB, I am filing complaints with the New Hampshire State Attorneys Office and the ******************************************************** disturbs me that a company in charge of such sensitive information can be so cavalier about responding to a paying customer. My confidence in these types of companies is approximately zero.

  

  Business Response

  Date: 04/07/2025

  Hello,

  We apologize for the unsatisfactory experience and difficulty you have encountered when trying to reach our customer service department. We are taking steps to address this issue and improve our service. The department supervisor has reached out to you and left a voicemail to discuss the retrieval of your records.

  Customer Answer

  Date: 04/08/2025

   
  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:04/03/2025

  Type:Delivery 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 retired January 1, 2025 and said I would need to get my records electronically from Morgan records. I submitted my request with payment Feb 28, 2025. I received an email from them verifying receipt of request/payment. They say that they deliver records within 30 days, but usually 14 days. At 30 days I had a new ** appointment to receive a medication. My appointment was canceled due to my records not being received. I rescheduled a week later, my appointment is tomorrow and I still do not have my records. I have emailed twice and called twice. I was told at my first call on 3/31/25 that they set my request to urgent and should have them in a couple of days. 4/3/25-no records. Called and they told me they were just an answering service and can only send messages to the company. I asked for the phone # to speak to someone there and was told they could not give that information. My appointment will be canceled again today since there are still no records and again will not receive medication that is now past due. They have taken my money, not provided the service I paid for, and are responsible for my missed medication administration. They have no accountability as they refuse to speak to or provide service to their clients as promised. Their site says that the records may be delayed if they dont have access to them yet. This was NOT the case. They had access to to the records when I requested them

  

  Business Response

  Date: 04/03/2025

  Hello,

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