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:12/27/2023

  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 ob/gyn closed its practice in July 2023. I was directed in August to submit a request to the office for my records. I was then redirected in October to Morgan Medical Records to obtain a copy of my medical information. I submitted the request on October 7, paid the $35 and received a confirmation that I would have an electronic copy of my patient file within 30 business days. 30 days came and went. No records. I called and left a voicemail and followed up with an email on November 24, asking for an update. I got an automated response that I would hear from a representative in 3-5 business days. I did not. I sent another email on December 20, more than 60 days after my original request. I again got an automated response that I would hear back in 3-5 business days. I did not. I called today (12/27/23) and after selecting the option to speak to a representative, I was redirected to leave a voicemail. So I did. Again.
  My annual appointment needs to be scheduled soon and since I have to find a new ob/gyn, it is imperative I have my records as I have a bit of a complicated health history. I don’t know what else to do anymore other than hire a lawyer as this has to be a violation of HIPPA, right?

  

  Business Response

  Date: 01/01/2024

  Hello Ms. ****,
  
  I am very sorry for the lack of responses that you have received.  The department supervisor is doing an investigation into why you were not contacted.  We do not have the records from the provider that you have requested as of yet.  On the request form there is a notation that we do not have the records for this provider.  From the time a practice closes until we receive the records can be anywhere from a week to a few months depending on the media that we receive the records on and the company we are receiving them from.  Some electronic medical record companies can take 4-6 months to send us the records.  
  
  The department supervisor will be reaching out to you this week.

  Customer Answer

  Date: 01/02/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21061237, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 1, 2023 my wife, ***** ***** and I, S****** ******* requested and paid for our medical records to be transferred to each of us as our doctor, ***** ******** closed his practice on June 30, 2023.
  
  We have called and sent emails several times to the company and as of today we still have not received our records.
  
  Thank you for your assistance.
  ******* ******* * ***** *****

  

  Business Response

  Date: 11/17/2023

  Good morning,

  I'm sorry that you did not receive the emails containing the secure links to view and download your records.  The requests were processed in early October and secure links were sent to the requested email addresses on the release forms.  I resent both secure links to the emails again this morning.  Please do not hesitate to reach out should you require further assistance.

  Sincerely,

  *** ****

• Initial Complaint

  Date:08/08/2023

  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 children doctor Elena A******* retired about a year ago. I never requested that, but medical records were transferred to the Morgan Records management.
  
  I had to pay to get my records back. After I paid records were not send for over the month, and then the email end-up in my spam folder.
  I asked them to resend the email with download link.
  They refuse to do that, until I pay again for the same records.
  I paid again. But I do not think it is justified to neither charge me for my medical records nor Double charge me for my medical records.
  
  Records are still not delivered, there is another one month delay on their side. And my new health provider refuses to perform vaccinations to the children required by NJ schools to attend the school until the medical records are transferred.
  
  I at least require a refund for double payment. They continue to refuse my request.
  
  The message from Morgan Records
  
  "We are not processing a refund if you need the records resent. You are not paying for the medical records, you are praying for us to process the request."

  

  Business Response

  Date: 08/08/2023

  Thank you for bringing your issue to our attention.  I am sorry for the frustration you have experienced. The following information should hopefully clear up any confusion.  Upon reviewing your case, I can confirm that
  your original request was indeed processed in a timely manner. We sent the records
  to you on August 22, 2022 in a secure email link.  In that original email, we let you know that
  you have 14 days to download the records or the link will expire for security
  reasons.

  The release form that you signed was valid for 90 days.  After which time you would need to fill out
  another release form.  The fee for the
  request is for us to process the request, not for the actual records.

  If you have any further questions, please reach out to us
  at ###-###-####.

  Customer Answer

  Date: 08/08/2023

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

  I paid for medical records delivered to me.

  Do I have records in my posetion -No

  does businesd have proif that they deluvered records to me -No

  The requested service was not performed, yet money were collected. 

  
  Sincerely,
  
  
  
  *** **********

  

  Business Response

  Date: 08/09/2023

  We certainly understand the frustration, however we did send
  the records to the requestor on August 22, 2022.  Therefore, we did comply and deliver the
  records.  The requestor said that they
  did not receive that email and asked for proof, which we provided to them
  yesterday. The requestor is aware that we sent them proof of the secure email
  link sent on August 22, 2022 as they responded to us via email yesterday
  regarding the correspondence.

  The release form that was signed
  was valid for 90 days.  After which time a new release form would need to
  be filled out.  The fee for the request is for us to process the request,
  not for the actual records.

  If
  they have any further questions, please reach out to us at ###-###-####.

  Customer Answer

  Date: 08/10/2023

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

  The service I paid for was to deliver medical records to me.

  Business did not provide a proof that neither email was open, nor medical records were downloaded.

  Hence service agreement is violated and no acceptable solution was provided

  
  Sincerely,
  
  
  
  *** **********

• Initial Complaint

  Date:02/06/2023

  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 neurologist died unexpectedly in October 2022. I received a letter stating I could get my medical records from Morgan Records Management, LLC. I went to their website, followed the instructions to have my records mailed. It cost $35.00. This was in Nov. 2022. By Jan 2023 I had heard and received nothing. I tried calling several times, could never get anyone on the phone. Finally exchanged some emails where they said they were looking into it. I explained I was seeing a new neurologist at the end of Jan. and really needed my medical records. They responded saying a supervisor was looking into it and would call me. That was weeks ago. I don’t know what to do.

  

  Business Response

  Date: 02/09/2023

  Good morning ******, 

  We received notification about a concern you have regarding your medical records.  I’m extremely sorry for the inconvenience caused.  I can definitely see how frustrating this situation is.  Your medical records are important for continued treatment. 

  I reviewed your request and noted that we sent the disc to you on 01/31/2023 with tracking # **** **** **** **** **** **.  It is scheduled for you to receive today (02/06/2023)  by 8PM per the tracking information.  I’m sorry that it took longer than you had expected.  It can take up to 30 business days for requests to be processed from the time that we receive the records from the provider.  We were not in possession of the records until December 27^th.  Unfortunately, it is not unusual for us to receive the records several weeks after a practice closes.  We do our best to get the records to everyone in a timely manner. 

  Please let me know if you need further assistance.

  Sincerely,

  Rae M***

  Customer Answer

  Date: 02/09/2023

  
  
  Complaint: 19338920
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not provide BBB with details as to why the did not accept the business's response to their complaint. 
  
  
  
  Sincerely,
  
  
  
  ****** *********