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:06/04/2025

  Type:Sales and Advertising 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 submitted request for my records on April 8, 2025. Payment was required immediately. The generated email said I would have them within 30 days. I am a cancer survivor. These records were needed when I had to change practices.

  

  Business Response

  Date: 06/04/2025

  Hello,
  I sincerely apologize for the delay in receiving your records. The department supervisor has contacted you to explain the reason for the delay. We are still awaiting the electronic records from the practice, but we expect to receive them within the next few weeks. Once we have them, we will begin processing all requests.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 06/07/2025

   
  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:05/12/2025

  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.

  I paid $35.00 in late October 2024 to obtain my husband's medical records after his pulmonologist died. I received an email dated November 2, 2024 acknowledging payment **********. I have emailed twice and called 4 times. Only last call was returned after pointed out their violation of HIPAA laws. I was told they would call back the same day which did not happen. My husband, ***** ********, has had to make three trips from rural ******** to ***** to redo all the tests that were in his medical records. At this point I feel they have lost the records or are just scamming people. I would appreciate your help.

  

  Business Response

  Date: 05/19/2025

  Hello,

  We sincerely apologize for the difficulty you have experienced in receiving your medical records. Your records have been scanned and sent to you. I want to confirm the Department Supervisor has reached out to explain the situation. Please do not hesitate to contact us with any additional questions.

  
  

  Customer Answer

  Date: 05/19/2025

   
  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:04/14/2025

  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.

  On 2/17/25 I submitted a request for my medical records from Morgan Records Management and paid my $35. I need these records from my old OBGYN offices that closed a number of years ago in order to make important health decisions moving forward. When I submitted the request it promises 30 business days to get your records. After 30 days and no records I called and was told somebody would call me back. Nobody ever did. A couple weeks later I called again. I got the same response. Nobody called me back. This week I decided to try sending an email to see if Id get a different response. The response I received was that they had my request on file and that sometimes it takes UP TO 30 days to get records. It had already been 51 days when they sent that response!!! Not an appropriate response at all. Not helpful. They have my money, I have not received my records and cant make my health decisions and nobody is giving me any helpful information. What a poorly run business.

  

  Business Response

  Date: 04/15/2025

  Hello,
  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. To confirm, the Department Supervisor has talked with you via phone to discuss the retrieval of your records. Please feel free to reach out to us with any other questions.

• Initial Complaint

  Date:04/08/2025

  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.

  January 24 paid for medical records, ticket ******, never received, no response, no contact, no one answers phone, no one returns calls. I understand they are busy but three months and no contact.

  Customer Answer

  Date: 04/08/2025

  *** ******* is the name, and I have provided the TICKET NUMBER for the order: ticket # 105932

  Sent: Friday, March 07, 2025 at 11:15 AM
  From: "Morgan Records Management" <***************************************************************************>
  Subject: Medical Records Request In Process | Morgan Records Management
  We are happy to report that your request with ticket # 105932 for your Medical Records with J ***** ******, MD PA - Vero Urology - is currently in process and you will be receiving an email notification when completed shortly.
  If you requested your digital records be sent via CD to a physical address, then the next email will contain the package tracking information.  If you requested your digital records be sent via Secure FTP link then you will receive two notification emails, the first containing your secure FTP link and login name with the second email containing your password.
  
  
  If you have any questions please contact us via email at **************************************************************************************************************** or call ************.
  Want to track your records request progress? Click Here and enter your date of birth and request ticket number 105932 to see the current status.
  Best Regards,
  The Medical Records Team
  
  ****************************************************************
  ************ | Tel

   

  Dr. ****** is retiring December 31st 2024, after which the office will be closed.
  For records, please contact Morgan Records Management LLC by Phone at ************ or email at ****************************************************************************************************
  YOUR PAYMENT HAS BEEN SUBMITTED!
  
  Morgan Records Management Headquarters
  
  **************
  ****************
  **************
  **************
  Your files will be processed in the order they have been received and will be delivered based upon your delivery selection within 30 business days.
  
  Note: Please check your spam folder for records and other correspondence from us.
   
  If you have chosen to pick up in person our address is:
  Morgan Records Management
  *******************************
   
  If you have any questions, please contact the Medical Records department at ************************************* or call **********************, during standard business hours; Monday-Friday 9am-5pm EST.
   
  For immediate answers to any questions you may have please visit our FAQ page.
  CLICK HERE TO VIEW FAQ PAGE
  Consent
  MEDICAL DISCLAIMER :
  Patients over the age of 18 must sign the release form.  If a patient is unable to sign that is over the age of 18 please contact ************************************************************ or ************ on how to proceed.
  Do not sign this electronic form if you are not the patient.
  I am the patient or legal guardian who has authorization to release the above records. Any facsimile, copy, or photocopy of this release will be valid for 90 days and shall authorize you to forward my medical records. This form gives you permission to share my private information obtained from this facility. Only records from this facility can be legally released. Any records from other physicians must be obtained from them directly.
  I understand that the medical record released pursuant to this authorization could contain information concerning drug related conditions, alcoholism, psychological conditions, psychiatric conditions, and/or blood borne infectious disease, which are subject to federal and/or state restrictions on disclosure. I understand that if the person or entity that receives the information is not a health care provider or health plan covered by federal privacy regulations, the information described above may be re-disclosed and no longer protected by these regulations. I hereby affirm that I have read and fully understand the above statements and consent to the disclosure of the medical record for the purpose and extent stated above.
  ** Your files will be processed in the order they have been received and will be delivered based upon your delivery selection within 30 business days.**
  **Please check your spam folder for records and other correspondence from us.**

  Customer Answer

  Date: 04/09/2025

  MY name is ******* *****, but as you can clearly see the TICKET NUMBER is proof of service, There may be many people with the same name

  

  Business Response

  Date: 04/10/2025

  Dear Mr. ************** apologize for the unsatisfactory experience and difficulty you have encountered when trying to reach our customer service department. Our Medical ********************** Supervisor has contacted you and left a voicemail and records are being sent today. If you have any questions, please do not hesitate to reach out to us. Thank you for your patience and understanding.

• Initial Complaint

  Date:04/07/2025

  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.

  Date of transaction: January 30, 2025.Amount of transaction: $35 (confirmed). For: Copy of my medical records. Morgan Records Management's website says 30 days for turnaround on medical records request. After 30 days, I began calling every several days to inquire about the status of my order. I was greeted by an answering service each time (during regular business hours). I was told each time (6 total) that they would pass my information on to the appropriate party. Beginning with my second phone call, I relayed my earlier experience to the answering service party. I ask each time I call (during business hours) if I can be connected to someone who actually works for Morgan Records Management. The answer is always the same: It's not an option. One of the people I spoke to with the answering service told me I was not the only one making a complaint about this ********** has now been 64 days since I paid for a copy of my medical records and I still have no idea when I might receive them.Along with the BBB, I am filing complaints with the New Hampshire State Attorneys Office and the ******************************************************** disturbs me that a company in charge of such sensitive information can be so cavalier about responding to a paying customer. My confidence in these types of companies is approximately zero.

  

  Business Response

  Date: 04/07/2025

  Hello,

  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 has reached out to you and left a voicemail to discuss the retrieval of your records.

  Customer Answer

  Date: 04/08/2025

   
  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:04/03/2025

  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 doctor retired January 1, 2025 and said I would need to get my records electronically from Morgan records. I submitted my request with payment Feb 28, 2025. I received an email from them verifying receipt of request/payment. They say that they deliver records within 30 days, but usually 14 days. At 30 days I had a new ** appointment to receive a medication. My appointment was canceled due to my records not being received. I rescheduled a week later, my appointment is tomorrow and I still do not have my records. I have emailed twice and called twice. I was told at my first call on 3/31/25 that they set my request to urgent and should have them in a couple of days. 4/3/25-no records. Called and they told me they were just an answering service and can only send messages to the company. I asked for the phone # to speak to someone there and was told they could not give that information. My appointment will be canceled again today since there are still no records and again will not receive medication that is now past due. They have taken my money, not provided the service I paid for, and are responsible for my missed medication administration. They have no accountability as they refuse to speak to or provide service to their clients as promised. Their site says that the records may be delayed if they dont have access to them yet. This was NOT the case. They had access to to the records when I requested them

  

  Business Response

  Date: 04/03/2025

  Hello,

  We sincerely apologize for the difficulty you have experienced in receiving your medical records. Your records have been scanned and sent to you today. I want to confirm the Department Supervisor has reached out to explain the situation and confirm records have been received by you. Please do not hesitate to contact her with any additional questions.

• Initial Complaint

  Date:02/18/2025

  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.

  Sin 2023, my son doctor: **** **** retired. Her medical records were sent to this business. Since 2023, my pediatrician has been trying to get my sons medical records for continued care. This company is refusing to release his medical records. The most recent denial states that I have to request the medical records and pay for them. My son has a doctors appointment at the emd of the month and those medical records are needed.

  

  Business Response

  Date: 02/18/2025

  Thank you for your patience and understanding in this matter. I am sorry that we have caused any frustration during the process of obtaining your medical records.
  
  Unfortunately, it appears that we do not have a completed release form on file. As a custodian of medical records, we are required to have this form on file prior to making any records available. Our Medical Records Supervisor has emailed a release form directly to you. To proceed, please complete the release form and return it to our office.
  
  Our Medical Records Supervisor has contacted you to expediting this process. You may also reach out to them directly with any questions or concerns.
  
  We apologize again for any inconvenience this may have caused and hope to send your records as soon as possible.

  Customer Answer

  Date: 02/18/2025

  They have 4 requests from my pediatrician which they are ignoring.  I just received the email today.  4 requests and they are refusing to release the records.

• Initial Complaint

  Date:01/29/2025

  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 paid for and requested a copy of my children's medical records in early 2023 after their pediatrician retired in May 2022. I tried to request the records sooner but was told they had not been received by *** yet. My son has a very complex medical history and had extensive genetic testing done, the results of which our new pediatrician needed to make decisions about care and med management. Our new pediatrician never received these records. I called several times and left messages but never received a callback. Finally, I emailed Morgan Records Management, and someone called me in response. I explained the problem and was told the records were sent to the email provided. When I told them they had never been received and asked them to send again, I was told they would only do so if I paid againanother $35/child. After speaking to a supervisor, I was told to send the forms in again, and they would email the records to me personally. I did so in Jan. 2024 and have never received anything from ***. Again, I've called and left messages with no response. My son is waiting for a referral to a specialist, but we need the genetic testing results and medication history to get insurance approval based on medical necessity.Meanwhile, I can get no response from *** about retrieving my information. This saga has been going on for 3 years now, and my pediatrician has assured me that our family is not the only patient of our former doctor *** is having trouble with this organization. They should be ashamed of the way they conduct business!!

  

  Business Response

  Date: 01/29/2025

  Dear Ms. ************* sincerely apologize for the difficulty youre experiencing in retrieving your children's records. I understand how important this is to you, and we want to resolve the issue as quickly as possible.
  The department supervisor recently called and left you a message. At your earliest convenience, please return her call so she can personally assist you in resolving this matter. If theres anything else I can do to help, please dont hesitate to reach out.

  Customer Answer

  Date: 02/03/2025

  I received online links to both children's records but was instructed to wait for the follow-up email with a download password which was never received. 

• Initial Complaint

  Date:11/26/2024

  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.

  On October 14, 2024, I completed Morgan's form to have my medical records sent to MyMichigan. The reply said that the request would be fulfilled within 30 days. My previous office (Women's OB) closed and I wanted to follow my doctor. My credit card was charged for services the day I completed the request form.On November 25, 2024, I called MyMichigan and my records have still not been sent. I cannot schedule an appointment with the doctor until the records are received. I need to be seen by my doctor before the end of the year. The doctor's office informed me that another patient had the same issue. Morgan Records is not sending records via fax, (which was requested on the form) only email or flash drive. No communication from Morgan Records stated this.I emailed Morgan Records after learning about this on November 25, 2024, requesting the records be sent to an email address for MyMichigan (which I provided).On November 26, 2024, I was informed that the request would be fulfilled within 30 days.There is no communication as to when records get sent or if there is a problem. We are in the technology age and this is unacceptable. What else is unacceptable is that I have already paid for this service and it has not yet been fulfilled.I need this records sent TODAY as I need to schedule an appointment with my doctor (of 27 years) BEFORE the end of the year. I waited 6 weeks and now have to wait another 4 weeks! Unacceptable business practices and customer service - as you cannot speak with a live agent.

  

  Business Response

  Date: 11/27/2024

  Hello,
  I sincerely apologize for the delay in receiving your records. The department supervisor has contacted you to explain the reason for the delay. We are still awaiting the electronic records from the practice, but we expect to receive them within the next few weeks. Once we have them, we will begin processing all requests.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22607413
  
  I do not accept the business's response as a resolution to my complaint because: it seems to me that Morgan Records is passing the **** and blaming Women's Ob/Gyn who have had over 2 months to send medical records. It is not an acceptable solution as no action has been done.  I left a voicemail for the supervisor explaining all of this. This is also a HIPAA violation and I will pursue that as well.

  I expect Morgan Records to work with Women's Ob/Gyn to get my medical records in the next 7 days. I expect communication as to whether my records will be made available to me or sent to the physician office that I requested.  I also expect a refund of the $35 dollars I have paid since my records were not sent within the promised 30 days.  I will not close this complaint until the services have been rendered.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 12/02/2024

  Hello,
  We apologize that our response does not meet your expectations. Unfortunately, we are unable to provide what is not in our possession. We have contacted Women's OBGYN and requested that they reach out to you directly. In the meantime, we will proceed with processing your refund.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22607413
  
  I do not accept the business's response as a resolution to my complaint because: it appears they will not be sending me my records and have passed the burden on instead of providing a timeline. Supervisor stated the records were to be received in house this week. My expectations were *************************************************** the reply received. 

  Refund was not to absolve you of fulfilling your service. It was to be a courtesy for the lack of communication and the frustration experienced.

  Since you now don't want to provide the service, I would like to know when Womens OB will be contacting me. Further, I would like a contact and number at Womens OB. I would like it noted that Morgan Records is upset about my complaint and is retaliating. Please have a higher level supervisor contact me.

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

  

  Business Response

  Date: 12/10/2024

  Dear *** ******,

  According to our records, we fulfilled your request on December 5, 2024, and sent the file to the address listed on the release form. The delay occurred because we did not have access to the electronic files until last week. When a doctor's office closes, there is often a transition period before we receive the records. I sincerely apologize for the time it took to get the file to you. Unfortunately, we were unable to provide what we didnt yet have. I completely understand your frustration and assure you that we would have sent your patient file much sooner if it had been in our possession earlier. We have not taken any action to retaliate against you for making a complaint.  I have left you a voicemail and encourage you to call me if you still have a concern.  ************

   

  Customer Answer

  Date: 12/10/2024

   
  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, even though I only received 2 years of records. Thank you.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/13/2024

  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.

  The ****************************** is been trying to request my medical records from Morgan Records Management but there is no contact information for this company, or fax number to have the Veterans Affairs to request my medical records.

  

  Business Response

  Date: 11/15/2024

  Dear Mr. ******,
  
  I apologize for the inconvenience you're facing. Morgan Records does not have a fax number. Typically, requests from the VA are sent to us via email at *********************************** ************** supervisor has also contacted you to discuss the matter further.