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:03/18/2024

  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.

  My eye care ******* ********** Eye in *******, ** closed their office 1/18/24 with minimal notification to their patients prior to closing. In order to obtain my medical records, which were for approximately 30 years, I was advised to contact Morgan Records Management and pay a $35 fee. I contacted them 1/24/24 and they immediately charged a $35 fee and told me it could take 30 days. Its now close to *********************************************************************************************************************************** I must have these records for my new provider. Ive been having a specific test done annually which also has a base line assessment and all these records I now cant seem to get. Please help me get this issue resolved.

  

  Business Response

  Date: 03/18/2024

  Dear *****,

  I apologize for the inconvenience caused by the delay in providing you with the requested *********************** Upon reviewing your case, I found that the provider's records are currently unavailable in our system.  The attached notation was provided on the request form during your submission.
  
  Last Thursday, an email was sent to all requestors, including yourself, explaining the situation and notifying them that we are still awaiting access to the *********************** I assure you that efforts are being made to resolve this issue promptly.
  
  To address your concerns and provide you with the necessary support, a supervisor will be reaching out to you directly. They will assist you further and keep you updated on the progress.
  
  Again, I apologize for any inconvenience this may have caused. We appreciate your patience and understanding in this matter.
  
  
  Below is the email that was sent last Thursday.
  ------------------------
  Dear Requestor,

  
  We understand that you are waiting for the records that you have requested.  Currently, we have not obtained full access to the doctor/facilitys *********************** As you may know, there is usually a transition period between when an office closes or contracts with us and when we receive full access to the ***********************  At this moment, we do not have a specific timeframe as to when we will receive the *********************** Please know that we are actively working with the necessary parties to expedite this process as much as possible.  We know that you receiving these records is extremely important and we are committed to getting them to you as soon as possible.
  
  We understand the inconvenience this delay may cause you, and we deeply regret any frustration. Rest assured, once we have obtained full access to the doctor's *********************** we will promptly begin processing all pending requests, including yours. Our goal is to provide you with the information you need as soon as possible.
  
  Thank you for your patience during this transition.
  
  Sincerely,
  
  Medical Records Assistant
  Morgan Records Management, LLC
  (T) ************
  ************************************
  www.MorganRM.com
  

  
  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21449731

  No email was ever sent by the company and they need to be able to provide a date for the resolution of the problem.  They have collected money from many patients and have done nothing in return.  As quickly as they charged my account they should have spent significantly more time trying to get these records!  It seems more like a scam than a service!
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/23/2024

  Dear *****,
  
  I am sorry that our initial response to you was not acceptable.  Please allow me to clarify that we are currently in the process of obtaining the requested records; however, there is a period of transition when a doctor's ****** closes that is beyond our control. We have been in contact with both the provider and their electronic medical record company in an effort to resolve this matter.
  
  Our department supervisor attempted to reach you last week and left a message concerning this issue. We kindly request that you respond by returning her call should you wish to discuss this matter further.  As soon as we gain access to the records, we will fulfill all outstanding requests.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21449731
  
  I do not accept the business's response as a resolution to my complaint because:   I also filed a complaint with the US ********** of ****** and ********** ****** for Civil Rights and they tell me I should have received a written response within 30 days and I must receive the completed request within 60 days.  Its now been over 60 days since my payment was charged and I still have no idea when I will get any information.  Please make good on the fees you collected and provide the information you committed to provide within 30 days as promised.  How you achieve this goal is between Morgan Medical Records and South Penn Eye.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/18/2024

  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 mother's doctor's office closed on 1/18/24. On 1/29/24 I was instructed via the doctor's website to click the link in order to obtain medical records. I followed the instructions and paid $35 for digital records to be sent to my email address. Several phone calls were made after the 30 day waiting period due to no records. Every time a message has been left and I have yet to receive a returned phone call. My mother is scheduled to see a specialist in April because of a medical condition. I want to provide this specialist with her records. We already had an appointment with a new doctor without having any of her records. This lack of performance from Morgan Records is unsatisfactory. The records have been paid for, please do your part and send them!

  

  Business Response

  Date: 03/18/2024

  Dear ***,

  I am sorry to hear of your frustration.  The department supervisor will be reaching out to you today to discuss this issue.

  Customer Answer

  Date: 03/19/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  Yes, I did receive a phone call message from Taylor yesterday (3/18/2024). In the message she explained that they (Morgan Records) do not have access to the records yet. She explained that there is a transition period. Also, she stated that last week I should have received an email explaining the delay to me. To the best of my knowledge, I did not receive that email. I would appreciate the email that spoke of the situation be sent to ******************. This entire situation is disturbing considering the fact that we are dealing with people's vision records.

  What is the typical time frame for the transition period between the closing of a doctor's office and your receipt of the medical records?
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 03/23/2024

  Dear ***,

  I am sorry that you do not accept our response to your complaint.  I have sent you the email from [email protected] with the title Records Request Delay.  The timeframe for us to gain access to medical records could be several weeks to months depending on the format that we receive them and the electronic medical records company that the provider used.  Both the doctor and the EMR company are aware that we are waiting and have received several complaints from ***ients not being able to access their important records.  As soon as we have more information, we will be able to provide it to all that are waiting.  Once we have access, we will quickly process all of the requests.

  Customer Answer

  Date: 04/01/2024

  Dear BBB,

  I included below the latest message from Morgan Records dated 3/23:

  Mar 23, 2024, 9:35?PM (9 days ago)
  
  Dear
  Requestor,
  
  We
  understand that you are waiting for the records that you have requested. 
  Currently, we have not obtained full access to the doctor/facility’s records.
  As you may know, there is usually a transition period between when an office
  closes or contracts with us and when we receive full access to the
  records.  At this moment, we do not have a specific timeframe as to when
  we will receive the records. Please know that we are actively working with the
  necessary parties to expedite this process as much as possible.  We know
  that you receiving these records is extremely important and we are committed to
  getting them to you as soon as possible.
  
  We
  understand the inconvenience this delay may cause you, and we deeply regret any
  frustration. Rest assured, once we have obtained full access to the doctor's
  records, we will promptly begin processing all pending requests, including
  yours. Our goal is to provide you with the information you need as soon as
  possible.
  
  Thank
  you for your resilience during this transition.
  
  Sincerely,
  
  Medical
  Records Assistant
  Morgan
  Records Management, LLC
  (T)
  833-888-0061
  [email protected]
  www.MorganRM.com

  This process is disturbing to say the least. Honestly, I do not know if I should accept or reject since Morgan Records state that they are waiting for access. It is impossible to call the doctor's office; I tried and received an "out of service" message. Who do I call to get this process moving. As stated earlier, Mom sees a specialist on 4/8 and I have no records to give them. Not acceptable in my opinion since it was his doctor's office who scheduled her appointment. Today, 4/1 I spoke with a very nice person named Ann M***** (sp.?) about the records. Unfortunately, I continue to receive the same cookie cutter response; like the email response.

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because I cannot get a concrete answer. For example, I asked how can you get in contact with the doctor's office when I can't get in touch with them. 

  What steps are being taken specifically to obtain the records or are you waiting on the doctor's office to reach out? Is there somebody that I can contact to expedite this process.

  It would have been nice if someone informed me about the possible transition period and had been proactive rather than reactive.
  
  
  
  Sincerely,
  
  
  
  *** *******

  Customer Answer

  Date: 04/03/2024

  UPDATE:

  I received my mother's medical records today, 4/3/24.  It is truly unfortunate that these steps needed to be taken in order to get her records. Thank you so much for all of your help; I am extremely grateful. Therefore, the case can be closed.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair 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.

  Upon Retirement of my Ophthalmologist I found a note on the office door directing me to contact Morgan Records Management for my records to pass on to a New Dr. Upon contacting them on 2/7/24 I was informed to send a $35.00 check to receive them by e-mail. After several attempts ( 2/19,2/26, 3/5, 3/7, 3/12 )I have not heard or received anything from them as of today . They continually disregard all phone calls.
  
  This has also happened to my daughter, **** ******, same date (2-7-24) also $35.00 sent.
  
  Morgan Records Management
  8 State St.
  Nashua, NH 03063
  
  Hope you can help in this matter.

  

  Business Response

  Date: 03/18/2024

  Dear ******
  
  I apologize for any frustration you may have experience. Our department supervisor will be contacting you today to address your concerns.
  I wanted to clarify that last Thursday, we sent an email to all individuals who have requested records from that specific provider, including yourself. The purpose of the email was to inform everyone that we are still awaiting the records from the doctor's office. The content of the email was as follows:
  
  Dear Requestor,
  
  We understand that you are waiting for the records that you have requested.  Currently, we have not obtained full access to the doctor/facility’s records. As you may know, there is usually a transition period between when an office closes or contracts with us and when we receive full access to the records.  At this moment, we do not have a specific timeframe as to when we will receive the records. Please know that we are actively working with the necessary parties to expedite this process as much as possible.  We know that you receiving these records is extremely important and we are committed to getting them to you as soon as possible.
  
  We understand the inconvenience this delay may cause you, and we deeply regret any frustration. Rest assured, once we have obtained full access to the doctor's records, we will promptly begin processing all pending requests, including yours. Our goal is to provide you with the information you need as soon as possible.
  
  Thank you for your patience during this transition.
  
  Sincerely,
  
  Medical Records Assistant
  Morgan Records Management, LLC
  (T) 833-888-0061
  [email protected]
  www.MorganRM.com
  
  

  Customer Answer

  Date: 03/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******7, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/15/2024

  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.

  I requested records which were paid for and not provided. I submitted my request followed by a request for my wife's records. We received her records but not mine. I waited the prescribed 30 business days and have not received anything. Lack of medical record has impacted my health as my new doctor won't see me until previous files provided, and my prescription ran out months ago. Emails and voicemails go unreturned despite their claim of a return call/email in 2 days. I have been unable to reach a live person as many of their extensions route to the same voicemail. I will be forced to file in court, out of state, to acquire record.

  

  Business Response

  Date: 03/15/2024

  Dear ******,
  
  I apologize for any frustration you may have experienced. Your medical records were previously sent to the email address **************@gmail.com on 02/24/2024 via a secure email link sent from *******@morganrecords.com.
  
  To rectify the situation, we will resend the records to you. Additionally, our department supervisor will be reaching out to you.
  
  Thank you for your understanding.
  

  Customer Answer

  Date: 03/15/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *****601, and find that this resolution is satisfactory to me.
  The initial complaint was related to them mistyping my email address to send my files. Business' response to this complaint was prompt and effective.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/13/2024

  Type:Customer Service 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.

  Our pediatrician’s office closed unexpectedly at the end of 2023. On January 19, 2024 I submitted two requests (and paid $35 each) for my son and daughter’s medical records. I received an email confirming that I would have the records within 30 business days. I received an email with a link to my daughter’s medical records on February 19th, but did not receive any information about my son’s records. In the following weeks, I reached out by email three times and made multiple phone calls. I was always met with a response saying that I would hear back within 2-3 business days, but never did. It has been well over 30 business days, and I do not have my son’s medical records and cannot get through to a representative to help me. I’m incredibly frustrated. My son needs medical care and I cannot enroll him in a new practice until I receive his records.

  

  Business Response

  Date: 03/13/2024

  Dear *********
  
  I am sorry for the delay and lack of response regarding the records. Our department supervisor will be investigating this matter and will be in touch with you soon. I can confirm that your son's records were sent to you this morning via a secure email link to the address provided on the release form.
  
  I sincerely apologize for any inconvenience caused. We understand the importance of these records for your son's ongoing care.
  
  Thank you for your patience.

  Customer Answer

  Date: 03/13/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******8, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:02/09/2024

  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.

  My dentist was planning to retire in June of 2023 and sent a letter stating my medical records were being sent to Morgan Records Management and I could retrieve them from them. I called Morgan Records to verify if they had my records before I sent them $35. I was told if they didn't have them, the $35 would be returned. I applied online at Morgan Records Manage on 11/1/23 and paid the $35 fee. I waited until 12/12/23 (Over the stated 30 days) and sent an email - no response. I emailed again on 1/8/24 - no response. I called and left a message on 1/29/24-no response. I emailed again today, 2/8/24 and also left another message. I'm very frustrated because i would like access to my records for an upcoming appointment. I'm sure my dentist also paid this company for their service! So they've stolen his money and mine and we have nothing to show for it. This company is a total scam! And they shouldn't be allowed to say that they don't have the records as they have in other complaints! My dentist referred me to them stating they would have my records. Did they lose them??? And they shouldn't be able to say that they emailed them to us and that its our fault that we didn't open them, like I see in other complaints. I check my email daily and have never received an email from them! This company should be held accountable or be put out of business for scamming people.
  My was married recently so the records may be in the last name of ***** *** or my new name, ***** *****

  

  Business Response

  Date: 02/09/2024

  Dear ******
  
  Thank you for reaching out to us regarding the delay in processing your request. We apologize for any inconvenience caused. Rest assured, we understand the importance of your records.
  
  To address this matter promptly, we have assigned a dedicated release associate to handle your request today. They will ensure that your request is processed in a timely manner.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 02/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *****549, and find that this resolution is not satisfactory to me but they say that they sent all they had in their possession. They sent a bunch of xrays of my teeth but no dates on them or marked with any identifying information that they are my teeth and I don't know the order they were taken and they also didn't include any notes of any or all work performed throughout my 15 years at this dentist. I'm sure they were paid by my dentist and also my $30 and I dont recieve anything useful from them. But it's all they supposedly received. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair 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 am writing to file a formal complaint against Morgan Medical Records for their egregious failure to deliver the medical records I paid for. My Primary care physician closed its practice in May 2023, and I was provided Morgan Medical Records information and instructed to submit a request to their office for my records. I submitted my request to Morgan Medical Records to obtain a copy of my medical information on December 17, 2023, paid the $35 and received a confirmation email that I would have an electronic copy of my patient file within 30 business days. 30 days passed and I still have no records. I have sent emails since, asking for an update. I received an automated response that I would hear from a representative in 3-5 business days and have not received a response. Despite completing the payment transaction of $35 on 12/17/2023, I have yet to receive the requested records. This delay has not only caused inconvenience but also raises concerns about the company's commitment to fulfilling its obligations, as well as violating HIPAA. I have contacted their customer service multiple times, but the issue remains unresolved. My annual appointment needs to be scheduled soon and since I have to find a new primary care physician, it is necessary I have my medical records to provide them with my history. I trust the Better Business Bureau will investigate this matter promptly and take appropriate action to ensure Morgan Medical Records addresses their shortcomings.

  

  Business Response

  Date: 02/07/2024

  Dear ********
  
  I apologize for any inconvenience caused by your recent experience with Morgan Records. We understand the importance of promptly providing you with your medical records. Please note that we have been facing staffing challenges, resulting in delayed response times.
  
  I wanted to inform you that we have sent your medical records to you today. Should you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Thank you for your understanding and patience.
  

  Customer Answer

  Date: 02/08/2024

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

• Initial Complaint

  Date:02/05/2024

  Type:Billing 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.

  We paid $35 for a med records search that we have not received any type of response and have repeatedly left messages for them to make contact to no avail. It is well past their 30 day timing to provide a response. This involves getting records for a VA disability decision.

  

  Business Response

  Date: 02/05/2024

  Dear Mr. *******
  
  Thank you for bringing the issue to our attention. We sincerely apologize for any inconvenience caused by our delayed response. We understand the importance of providing you with your records promptly.
  
  A dedicated release associate has been assigned to handle your request. They will be sending your records to you today.
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding. Please feel free to reach out if you have any further questions or concerns to 833-888-0061.

• Initial Complaint

  Date:02/05/2024

  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.

  On December 18th, 2023 I submitted a request for medical records for my son, ***** *****, as his primary care provider, South Suburban Pediatric Associates of Quincy, MA has closed, and we need to find a new care provider. I received a confirmation and was charged for the records the same day. I have not received the records, and all calls to the business go unanswered. I have left messages on several occasions. I've received a call back once but was unable to get to the phone in time, and all subsequent calls were not answered. My insurance company requires us to have a listed primary care doctor, and we are unable to move forward without these records. As my son's need was most urgent, I submitted his request first. I have since submitted a request, and paid, for records for my other three children on January 25th.
  
  I would like the business to respond and provide the records that they are contracted to provide, and for which I have paid.

  

  Business Response

  Date: 02/05/2024

  Dear Mr. *****,
  
  Thank you for reaching out to us regarding your issue. We apologize for any delay in our response. We would like to inform you that, due to temporary staffing challenges and illness, we have experienced longer response times than usual.
  
  We fully understand the importance of your child's medical records for their ongoing healthcare. We want to assure you that our medical records release associate will be promptly sending out the records to you today.
  
  Thank you for your understanding and patience.

  Customer Answer

  Date: 02/05/2024

  
  
  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,
  
  
  
  **** *****

• Initial Complaint

  Date:01/29/2024

  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.

  The 8th of Jan. I paid for my eye exam records to be sent to me from Morgan Records for $35. I called them on the 15th I believe. The reason for my call was to simply ask when and how they would send the email with my records. I get a lot of junk email and I wanted to know if the email would be titled Morgan Records or some individual's name from the company and when they would be sending it. I got a recording stating to leave a message and someone would get back to me within 2 business days. After 3 days and no reply, I tried again with the same phone message, then I tried different selections and I found one with a human voice stating they were either out or on another call. I left a message with this person and when I got no reply by the end of the day. I called the BBB ( your area) and spoke with Harrison. He said to file a complaint if I wanted to. I said I would give them a couple more days, which turned out to be a week and still got no response!!

  

  Business Response

  Date: 01/30/2024

  Dear Mr. ******,
  
  I apologize for the delay in  response. I want to inform you that we are currently experiencing staffing shortages, illnesses, and challenging weather conditions, which has caused a backlog in responding to voicemails and emails.  Our processing time for requests may take up to 30 business days, as mentioned on the release form and in the confirmation email.
  
  Please expect an email from one of our team members with an email address ending in @morganrecords.com. Since we have multiple individuals handling requests, we are unable to provide you with the specific email address of the team member who will be contacting you. However, rest assured that someone from our team will be reaching out to you today.
  
  Thank you for your understanding and patience.
  

  Customer Answer

  Date: 01/30/2024

  I received an email from Loren R******, a Morgan Records employee, containing my records.  Thank you ***** and ******** for your support.  I have downloaded the files and a I am satisfied with the fast response from Morgan Records via Loren R*******

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

  Customer Answer

  Date: 01/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******50, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******