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Business Profile

Medical Records

National Record Retrieval LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Records.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/16/2024

    Type:Order Issues
    Status:
    Answered
    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.
    This company calls multiple times a day, usually outside business hours. When they leave a message, they utilize a foreign call center and no one can understand half of what they're saying, requiring us to listen to the recording multiple times and even then, we are unsure of what some numbers are that they quote. When they call during business hours, they are incredibly rude and demanding. WE as a ***** compliant medical business are REQUIRED BY LAW to have proof that the person/business calling has a right to a patient's information. They have not satisfied that requirement. This company has provided no proof of the person demanding the information, being in a will or on a consent form, signed by the patient, allowing them access to their records.

    Business Response

    Date: 10/24/2024

    1. This is a business to business transaction; not consumer to business.  National Record Retrieval is hired by law firms to obtain medical records from medical providers providing a service.

    2. *** always utilizes patient signed HIPAA authorizations in order to request records and will provide it by email, fax, direct upload, or US Mail upon request to the provider.  Proof can be provided if correct order number is given.  NRR order number ****** relates to a request for HCA Florida Gulf Coast Hospital.

    3. I am happy to provide a complete list of interactions with this provider (phone, mail, fax, etc.) if the correct information is provided.  ******** **** @ *************** is not a provider listed in our system.  Again, if the correct provider name and address are provided I can provide detailed information.

     

  • Initial Complaint

    Date:10/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This medical record retrieval company is regularly hired by a local law firm. However, the law firm will request records first, and we provide them directly to the law firm. This is the third time in the almost 8 years I've worked for this practice that we have had to ask the law firm to remove their request with National Record Retrieval, as they are harassing the office with almost daily faxes and phone calls. I have been unsuccessful this time with requesting that the law firm remove the request (original requestor has not returned my phone calls). NRR has been informed multiple times through fax and telephone that the record was provided to the law firm months ago, and they should stop contacting the practice. They continue to harass the staff. We have tried every avenue to get them to understand that the request has already been fulfilled, and they refuse to mark the case completed. We want National Record Retrieval to cease contact with *********************** regarding this matter.

    Business Response

    Date: 11/02/2023

    National Record Retrieval, LLC supplied a patient signed ***** authorization with all requests for records that directly releases the record to National Record Retrieval, LLC @ ********************************************************************  It does not permit the provider to release the record to anyone else, including the law firm involved in the litigation.  Releasing records to any party other than the one listed on the ***** is a direct ***** violation.  In legal cases it is common practice for more than one party to request records, request continuing treatment records,etc.  The provider does not have the right to decide who and how many people the patient can release their records to.  In addition, the provider is allowed to charge state regulated fees for the service to cover their time and resources.  The provider is required to respond to requests within 30 days per *****, so this provider is in direct violation.
    The law firm requesting the records has been informed of this providers refusal to comply. National Record Retrieval is removing themselves from the three open requests for records and letting the law firm handle directly.  However, National Record Retrieval is one of the largest national record requestors working with over **** attorneys and will most definitely request records from this provider in the future in which the provider will be expected to comply per the law.
    Please feel free to reach out to me directly with further questions.  I can supply documentation to support the above statements upon request.  Thank you.

    ***********************
    COO
    National Record Retrieval, LLC

    Customer Answer

    Date: 11/02/2023

    In response to ***'s comments:  The record was requested FIRST directly from the attorney.  We did not receive a request from *** until AFTER the request from the attorney was already satisfied., and YES, the request from the attorney did indeed include a patient signed HIPAA release.  So NO, we did NOT violate HIPAA by complying to the attorney's request.  We did NOT send the record to the attorney INSTEAD of ***; again, the *** request did not come in until after the attorney request was already completed.  In fact, the request from *** wasn't received until MONTHS AFTER the record had been provided to the attorney.  *** is more than welcome to let the attorney know that they think we are not complying, as the attorney's office is well aware that they already have the record.  Both the attorney and *** were informed by this office multiple times that the request was complete, and we requested that the case be removed from ***, as this is not the first time we have dealt with this particular situation with the same attorney and ***.  The practice should NOT be placed in the middle when we complied with the first request in a timely manner.  *** really needs to speak with the attorney to find out why they were hired to retrieve records they already had, instead of harassing the doctor's *********************** record requested by attorney 12/13/2022, invoice sent to attorney 12/28/2022, invoice paid and record sent 1/11/2023, first request from *** received 5/26/2023.  There is no further treatment beyond the original record sent, and both parties were informed.  We are still today, 11/2/2023, receiving phone calls and faxes from ***.

    Customer Answer

    Date: 11/09/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    In response to ***'s comments:  The record was requested FIRST directly from the attorney.  We did not receive a request from *** until AFTER the request from the attorney was already satisfied., and YES, the request from the attorney did indeed include a patient signed HIPAA release.  So NO, we did NOT violate HIPAA by complying to the attorney's request.  We did NOT send the record to the attorney INSTEAD of ***; again, the *** request did not come in until after the attorney request was already completed.  In fact, the request from *** wasn't received until MONTHS AFTER the record had been provided to the attorney.  *** is more than welcome to let the attorney know that they think we are not complying, as the attorney's office is well aware that they already have the record.  Both the attorney and *** were informed by this office multiple times that the request was complete, and we requested that the case be removed from ***, as this is not the first time we have dealt with this particular situation with the same attorney and ***.  The practice should NOT be placed in the middle when we complied with the first request in a timely manner.  *** really needs to speak with the attorney to find out why they were hired to retrieve records they already had, instead of harassing the doctor's *********************** record requested by attorney 12/13/2022, invoice sent to attorney 12/28/2022, invoice paid and record sent 1/11/2023, first request from *** received 5/26/2023.  There is no further treatment beyond the original record sent, and both parties were informed.  We are still today, 11/2/2023, receiving phone calls and faxes from ***.

    Regards,

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


    Business Response

    Date: 11/16/2023

    The attorney hired *** to obtain the record.  *** is not responsible if the attorney had in fact already requested/received the record several months prior.  ***s requests are made within 48 hours of order from the attorney.  We are contracted by the attorney to provide the service they request.  We requested the record to be sent to *** with a patient signed HIPAA.  It was admittedly never sent because the provider's staff made the determination it was not needed or a duplication, which is not within their right to make.  When *** requests a record within the legally defined process and is willing to pay the allowed fees to the provider for the service, that is all that matters.  If the attorney wants to pay for 10 separate copies, that is his right.

    If the BBB wants direct proof of everything I am stating above, please have the provider provide the *** request number that is in question.  I can then provide the request log from the attorney, all paperwork provided to the provider, and the documented phone/follow-up log with every communication with this provider and the attorney.  We do inform the attorney each time a provider states they have already supplied the record previously to them directly and ask them if they want to cancel the request.  If they do not ask us to cancel it, then we proceed in obtaining the requested record.   Again *** requests hundreds of thousands of requests each year and multiple a year from this provider so to continue to argue over this one seems counterintuitive. I encourage the provider to contact *** directly and ask for *************************** (VP of Ops), ********************* Compliance Officer and RHIA (Registered Health Information Administrator), or myself with any future concerns and we will be happy to work with them to address them quickly.

    Business Response

    Date: 11/16/2023

    I forgot to mention that this issue is business to business - ******************************* is complaining about a business relationship between her employer, NRR, and the law firm.  All  communications referenced in her complaint were made to her employer, not her specifically.  She is not a consumer.  If I understand correctly, the BBB is not the place to handle this type of issue. Thank you. 

    Customer Answer

    Date: 11/16/2023

    "Does this issue involve your employer?"

     

    If you are asking if this issue is ABOUT my employer, the answer is no.  It involves my employer only because I work for a medical doctor that is the recipient of multiple medical record requests (an amount that constitutes harassment) from the company we are complaining about, National Record Retrieval.  I do not work for NRR.

National Record Retrieval LLC is NOT a BBB Accredited Business.

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