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:08/20/2024

  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.

  I was a patient of ******************************, of *********************** located in ******, *******. His office abruptly closed at the end of June, and stated all patient medical records would be transferred to Morgan Records Management, LLC. I submitted a request to receive my medical records on July 8th, 2024 at 8:56am. To obtain my medical records, I also paid the $35 required fee. The company's website and automated telephone service states that medical records will be delivered in 30 days. It is now August 19th, 42 calendar days, or 31 business days since the request was made. I have placed 3 telephone calls, asking for an update on my records and when they will be delivered. Each phone call has been met with "We will send this up to the appropriate parties." No information on my medical records, if they've been received, if they have been sent, etc. was provided. I have also sent an email today, August 19th, and am awaiting a response. I have paid for a service that I have not received in the alloted time constraints advertised by Morgan Records Management, LLC. I have a doctor's appointment scheduled for August 26th, where these records are required for continued healthcare.

  

  Business Response

  Date: 08/20/2024

  Dear *****,

  I am sorry that you haven't received your records.  As stated on the website on the request form (please see attached) we still do not have access to the records from the doctor's office. There is a transition period from the time a doctor's office closes to when we get the records.  The timeframe is entirely outside of our control.  I am sorry that you were told that calls cannot be transferred to a supervisor.  Calls can always be transferred and if one is not a available they would call you back.  The department supervisor will be reaching out to you to discuss.

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service 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.

  The company will not response to emails or phone calls. I require assistance with retrieving my daughters records. They are asking for payment to receive my own documents. I have called over 30 times & not one call back.

  

  Business Response

  Date: 06/26/2024

  Dear **************,
  
  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 will be reaching out to you today to discuss the retrieval of your daughter's records.

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service 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 have made numerous attempts to submit a request for my medical records and cannot complete the transaction. I have attempted six times on their website and I continual get an error message. I have had my son try to submit the request after my new physician could not get my records from Morgan Records. I have a serious health issue and need my records in order to receive proper care. I have called the number provided on the website and no one answers or calls me back. My new physician has called and tried to email the company but no one ever responds. This has been going on for two months now.

  

  Business Response

  Date: 06/12/2024

  Dear ******************,
  
  We apologize for any inconvenience you may have experienced in attempting to reach Morgan Records through phone or email. We are taking immediate action to ensure a prompt resolution and our department supervisor will be in touch with you today to provide assistance.
  
  

• Initial Complaint

  Date:06/03/2024

  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.

  My gynecologist office in ************** va closed and they referred everyone thru their website with a link to a form to fill out and request your records from Morgan records listed as custodian of records for their practice. I filled out the form and paid $50 for a cd to be sent. This was October 3rd 2023. Yes October of 2023. I have never received my records. It stated my records would be sent within 30 days. It has been 244 days and still no records. I have called multiple times and told they would be sent. I had to go to my new gynecologist without any records. I had called before seeing my new doctor letting them know I had an upcoming appointment and needed them for that appointment. I told them when my appointment was and they said they would send them so I'd have them in time for the appointment. I have still never received my records. I called again today and was asked about a link I should have been sent. No one else I spoke to ever said anything about a link and looking at my emailed receipt from them it doesn't mention anything about sending a link. I searched my emails and I only have the one email from them with receipt for my $50 payment. As a custodian of medical records don't they have a legal requirement to fulfill? They have received payment for what? They are not a charity I was donating $50 to. I paid for a service I have never received regardless of multiple phone calls. They are affecting peoples medical health and are negligent in their duty to provide these paid for important medical records. This is completely unacceptable. Now I am waiting for a phone call. Why do I not believe the phone call is coming or that if it does it will accomplish anything? I just want and need my medical records but at this point I feel they should also refund my money for all the problems they have caused me from my new provider not having my records to the time I've spent contacting them trying to get my records.

  

  Business Response

  Date: 06/05/2024

  Dear ******************,
  
  I apologize for the delay in receiving the records you have requested. We are still waiting for the records from the *** company of your previous provider, as is standard during the transition period between practice closures. However, this timeframe is unusually long for us, and we are working to resolve the issue as soon as possible.
  
  I want to confirm that the department supervisor reached out to you earlier today to explain the situation and reassure you that we are actively working to obtain the necessary records. As soon as we receive them, we will promptly provide them to you.
  

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21795791
  
  I do not accept the business's response as a resolution to my complaint because: I know there were people who did get their records according to their ******** page. Also ii have called repeatedly with previous promises of getting my records and still do not have my records. The practice forwarded all their records to Morgan records according to their webpage, so why do they not have all of the records? They are listed as the custodian of records on their webpage. "Your Patient Files
  Your health records from this Practice will be transferred to Morgan Records Management, LLC (Records Custodian).""Notes For Patients
  The Records Custodian will continue to maintain your records in accordance with applicable confidentiality and security standards and with other applicable laws. Your records will be destroyed no less than seven years after the last date of services you received from this Practice, although most records will be held for at least 10 years from the date of last service, depending upon applicable state and federal record retention requirements." Go to rwhcobgyn.com it's all there. I have had the one phone call and nothing else since I made this complaint. There was no mention of a refund either.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/10/2024

  Dear ******,
  I am sorry and I understand your frustration.  The previous records were provided by a contact from that office who is no longer responding to our inquiries.  We still do not have access to the medical records.  We have reached out to the doctor and he put us in touch with his previous practice administration.  We have let her know to contact you directly to resolve this issue as we do not have access to the medical records and are not getting responses from the previous contact for that office.  We have let the accounting department know to process a refund for you.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21795791
  
  I do not accept the business's response as a resolution to my complaint because: So what do I do if this person never calls me? Who do I contact? Someone has my medical records. ************************ is now part time at Elite Women's health. Could she be a source of information? I can't be the only one this is happening to. I just don't understand if Morgan records is legally the custodian of the practices records why you weren't provided all the records when they closed.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/12/2024

  Hello - 

  The department supervisor reached out to you to provide a status update.  We were able to get in contact with the previous administrator for the practice and she was able to provide the file to you.  It is being sent to you today.  Please make sure to check all email folders including spam.

  It is customary for there to be a transition period between when a practice closes and when we are able to receive records from their *** company.  The transition period can be several weeks to months depending on the *** company.  The timeline for this is not within the control of the doctor's ****** or the custodian of records.

  Customer Answer

  Date: 06/12/2024

   
  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 provided the records I receive are complete. I did receive an email saying they are being shipped with a tracking number. The tracking number says label created not in system. But this is more than I have managed to accomplish in 8 months. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/07/2024

  Type:Order 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.

  DATE OF TRANS 02/22/24 I SENT AND PAID FOR A REQ OF MY MEDICAL RECORDS. TO DATE NOTHING HAS HAPPENED EXCEPT THEY CASHED MY CHECK. CANNOT BY REACHED BY TELEPHONE, I LEFT NO LESS THAN 4 MESSAGES! I CANNOT REACH THEM IN ANY WAY SHAPE OR FORM.MEANWHILE I AM OUT OF COMPLIANCE WITH MY INSURANCE COMPANY. MORGAN FAILURE TO DO NOTHING HAS PROHIBITED ME FROM GETTING AN APPOINTMENT WITH NEW DOCTOR. OF COURSE THEY ARE HOLDING HOSTAGE MY MEDICAL RECORDS THIS IS AN EPIC FAILURE BY THIS "SO CALLED" BUSINESS

  

  Business Response

  Date: 05/08/2024

  Dear ****************,
  
  We regret to hear that you did not receive your records. Our team processed and delivered your request to the email address listed on your release form on March 21, 2024. We have instructed our department supervisor to reach out to you today to discuss this matter further.

• Initial Complaint

  Date:05/06/2024

  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.

  My childrens PCP closed down and this business manages their health records. I paid to have their medical records sent to me- it has been months and I still have not received any records. I reached out to them twice before receiving a response. They claimed they were already sent (they were unable to provide any proof the records were sent) I was told on April 25th they would be resent (they are to be sent via email) 2 months after my initial request I still dont have their medical records. My son has health issues that include asthma & an anaphylactic allergy which he needs a EPI-Pen for. I am unable to get his asthma medications nor his epi pen because he doesnt have a pcp I cant get a pcp until they release these records to me. This is life-threatening. I have sent two additional email inquiries and no one replies. I have attempted to call as well and was simply told the records would be sent but again I am not receiving anything.

  

  Business Response

  Date: 05/06/2024

  Dear ************,
  
  We apologize for the inconvenience you are experiencing in obtaining the records. The department supervisor reach out to you to discuss the best method for providing the records so that you receive them.  
  
  
  

  Customer Answer

  Date: 06/24/2024

  ************ violated HIPPA Laws. I requested my sons medical records and had to complete a form that included his name, dob, address, etc. ************ sent me a complete medical record for someone completely different. They have different names, dob, address, etc so this was blatant carelessness on their part. I received someone elses complete medical file including their medical history, health conditions, testing, immunizations, dob, addresses, and alot more information.

  

  Business Response

  Date: 06/25/2024

  Dear ************,
  
  We apologize for this issue.  This does not meet our standards for customer service. The department supervisor will be in touch with you to discuss this matter further.  We take this complaint with utmost seriousness and appreciate you bringing this to our attention.

• Initial Complaint

  Date:04/30/2024

  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.

  I am writing to express my deep disappointment in the customer service provided by **********************. I recently submitted a request for my medical records but have not received any kind of confirmation via email. Despite leaving five voicemails and sending two emails, my attempts to reach out to the company have been completely ignored.The urgency of my request cannot be overstated, as I have been without my prescribed medications for nearly a month now. My new specialist is unable to proceed with my treatment without access to these records, and my insurance will not cover repeated tests without proper documentation. It is frustrating to think that after waiting for 30 days, I may have to restart this entire process due to the unresponsiveness of Morgan Records Management.Upon researching your company online , it appears that this lack of customer care is indicative of *********************** overall brand image. I kindly request that this company confirms whether my initial request for records was received and processed correctly. I implore them to provide my records as soon as possible. Ideally prior to 5/14/24, which is my next appointment with my new specialist.I sincerely hope that someone within this organization will take the time to read and address customer emails promptly. The canned responses promising a reply within 3 or 5 days, only to receive no further communication, are both frustrating and disheartening.Thank you for your attention to this matter. I trust that you will take appropriate action to rectify the situation and ensure that future customers do not encounter similar difficulties.

  

  Business Response

  Date: 05/02/2024

  Dear **************************,
  
  I want to start by apologizing for the frustrating experience you had with our team regarding obtaining your medical records. Our department supervisor reached out to you and discussed the issues you were facing. She explained that there is typically a transition period between the time a practice closes and we receive the records, which can cause delays.
  
  I also want to apologize for the difficulty you may have experienced in reaching a live person. Our office has been dealing with a high volume of phone calls and emails, coupled with reduced staff levels, which has affected our response times. We are actively working to implement changes to improve our customer experience in the future.
  
  We recently received the records and processed your request yesterday. If you have any further questions or concerns, please don't hesitate to reach out.

  

  Business Response

  Date: 05/13/2024

  Hello,
  
  This message is a confirmation that ************************** has spoken with the department supervisor and has been provided with her medical records. Additionally, we are implementing measures to improve our response to email inquiries and phone calls.

  Thank you.

• Initial Complaint

  Date:04/20/2024

  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 *************************************** closed her practice in *******, **********. I made an appointment with a new doctor and I'm in need of my medical records to bring to my first appointment coming up. *******************, instructed her patients to get our records from this company. I believe, in the month of January 2024, I logged in into their web page and requested my records and paid for them. As of today, Apr 20, 2024 I have received nothing. I have called multiple times and left messages, send emails to what nobody have responded. The only thing I received was a generic system generated email with instructions to request my records all over again and also pay for them again.

  

  Business Response

  Date: 04/22/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused by the delay in receiving your records. We have looked into this and unfortunately, we could not locate your request in our system.
  
  To expedite the process and ensure your records are promptly delivered to you, we kindly request that you provide proof of your request and payment to our department supervisor, who has reached out to you today. Once we have received this documentation, we will immediately proceed with processing your request.
  
  Again, we apologize for any frustration this situation may have caused, and we appreciate your cooperation in resolving it promptly.
  
  

• Initial Complaint

  Date:04/01/2024

  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.

  Hello.I just read all of the other identical complaints to mine with Morgan Medical Records. I wish I had come here first. I have emailed them several times and have called and left several messages, all unanswered. I have paid them $35.00 for my medical records that I need RIGHT NOW for a Veterans disability claim. The VA has given me 30 days to get my medical records to them and because it appears to be impossible to contact Morgan Medical Records for any reason, Morgan Medical Records' complacency is affecting my ability to do what I need to do. I expected to have these records by now. This is ridiculous and honestly, the worst business I have ever had to deal with. I need my requested and paid for medical records immediately. I have been nothing but professional and nice. Now, I need to get my records from this business by whatever means necessary.

  

  Business Response

  Date: 04/01/2024

  Dear Mr. *************** apologize for the delay in response to your medical records request.  You submitted your request on March 25th and they were sent out today.  The request was processed within the timeframe as provided by law.  
  
  Our department supervisor will be reaching out to you shortly to further discuss this matter.
  
  

  Customer Answer

  Date: 04/01/2024

  Hello,

  This morning I was notified by voicemail that I should expect to receive my medical files today, 4/1/24. I did, in fact, receive my medical records. This is very similar to some of the other complaints I read about this company. It seems you have to threaten them to get them to respond.

  Thank you for your help.

  Very best regards,

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

• Initial Complaint

  Date:03/23/2024

  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.

  Last spring of 2023, my ENT office closed suddenly and they sent my medical records to Morgan Records Management. In August I paid $35.00 to have them sent to me. I then received an email regarding them and tried to get them printed. However, I didnt realize that they sent a previous email which apparently went to my spam box. Since that time Ive called them and emailed them and still havent received anything. I need to have these records to establish care with another physician and Im extremely frustrated!

  

  Business Response

  Date: 03/23/2024

  Dear *****,
  
  I sincerely apologize for the inconvenience you've experienced in accessing your medical records. Upon reviewing your account, I see that we've made multiple attempts to send your medical records to you.However, it seems there have been challenges in the delivery process.
  
  Please rest assured that addressing this issue is our top priority. I have personally escalated the matter to our department supervisor,who will reach out to you promptly on our next business day.  We are committed to resolving this matter swiftly and ensuring that you have access to the information you need.
  

  Customer Answer

  Date: 03/29/2024

   
  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,
  
  *****************************