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:02/28/2025

  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 reached out to St. Francis Sleep and Allergy no less than 4 times in an attempt to get my medical records for a VA disability claim. I have called twice, emailed them twice based on the "Contact Us" form on their website...and left voicemails over the course of 2 weeks. Not one time did anyone contact me regarding how I can go about obtaining my medical records for the VA. Further, the ** has sent 2 requests over the past 6 months for the same exact records. I am on a very limited time constraint to obtain something which should be simple to get.

  Business Response

  Date: 03/12/2025

  On 2/25/25 the patient sent a request via our contact us portal to obtain his record.
  On 2/25/25 the patient called about obtaining his records, ****** transferred him to ext 215; the patient didn't leave a message
  On 2/27/25 the patient called back and *** transferred him to ext 215 and he left a vm stating he wants to obtain his medical record and that the ** will be contacting us to request the records.
  On 2/27/25 patient launched a formal complaint with the BBB stating he's tried to obtain his records from us for the past 2 weeks and couldn't get his request fulfilled.  On 3/6/25 I received the letter from the BBB and contacted the case manager, ******** to ask if it would be appropriate to contact the patient directly. She informed me that it would be appropriate for us to resolve the case with the patient.

  As of 3/6/25 we had yet to receive a records request from the VA. On 3/6/25 I contacted the patient and asked if he had a fax number for us to send his records since we had yet to receive the request from the VA. He didn't have one and wanted us to email it to him. I told him it would not be a secure way to send his record and that his options were to either pick them up or give us the fax number where he wants them sent since he needed them quickly.
  Patient asked for our office hours which I provided to him; he said he would come at 4pm on 3/6/25 to collect the record. He also asked how to get a hold of me if he needed to provide a fax number. I told him to call our main line and ask for the front desk to provide that number. Patient hung up.

  I printed the records and left them in an envelope at the front desk for the patient on 3/6/25; I then called the patient and left him a voicemail letting him know the records were ready. 

  As of 3/12/25, patient has yet to pick up his records or contact us to provide us with a fax number to send his records. 

  We'd be happy to put them in the mail for him, however, we would need to confirm his mailing address as he hasn't been seen by us since 2015.

  Awaiting patient to call back or to pick up his records.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22998656
  
  I am rejecting this response because you have no reasonable explanation as to why multiple attempts had to be made and nearly 2 weeks elapsed since a voicemail was left to contact me...and only did so because of a BBB complaint.

  You can mail my records to *******************************************  Please provide a tracking number so we don't run into a 'it's in the mail' response.
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 03/18/2025

  Mr. ******,

  You are entitled to your opinion; however, since this is a formal complaint, we will set the records straight here.
  According to your complaint on 2/27/2025, you contacted us two weeks prior to that day. That would put your first contact to us on 2/13/25. Our phone system keeps a record of every call we receive; we did our due diligence and traced all the calls from you this year. We only received the ones dated 2/25/25 and 2/27/25 as previously outlined.
  Additionally, you claim you made multiple attempts, but your voicemail dated 2/27/25 stated the VA would contact us to give us instructions;to date, we have yet to receive a request on your behalf and you launched your complaint on 2/27/25.

  On 3/6/25 we contacted you to assess the situation and ascertain how to best fulfill your request. On that call you requested the records be E- mailed to you, which we could NOT do for obvious security reasons. You stated you would come and collect the records from our office at 4 pm that day, which you did not do. At the end of the call, you also stated you would potentially call back with a fax number for us to send the records to,which again you did not call and provide. The records were ready for collection on 3/6/25 and you were notified that morning.

  We have made every reasonable effort to accommodate and fulfill your request with the information we had on hand.

  
  AT LAST, on 3/14/25, you provided us with a mailing address to send the records. We have complied with your last request and have mailed your records to the address you provided. According to the attachment from the ****, you should receive them on Wednesday March 19, 2025.

  
  For your convenience were including the tracking number here as well, ******************** 35.

  
  Best of luck to you.