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:12/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 law firm was appointed by the public defender's office to represent an indigent client, whose been in jail for months. He missed a court date due to hospitalization, was arrested on a warrant for missing the court date, and we need the records to prove it. Our client filled out a HIPAA authorization form and we sent it in among other requested documents by MRO on 12/07/23. On 12/12/23 the Judge set an emergency Hearing for 12/19/23 and I called MRO to check on the status of the records and request them to expedite the process. I was told they have no record or our first request, the fastest way to accomplish this would be to fax our initial request and cover letter to a certain fax number. The number provided was not in service. I found the fax number on their website and sent it. I received no confirmation although the fax was transmitted properly. I made yet another request on 12/14/23 via the online portal requesting it be expedited. I called to follow up on 12/15/23 and was told it would be in the following Monday morning. Monday, 12/18/23 I called and was told they would be in at 4:00 that day. I called at 4:45 and was told they needed our firm's physical address again (It was on all 3 requests)? Attorney *********************** emails that information to them as they cannot take over the phone. 30 minutes later, I received an email saying to provide this information again. I called at 5:30 and am told I would receive the records shortly. I called back 6:30 and am told they cannot provide at this time. I call someone else 7:00, ask to talk to  management & ***** says I cannot. I call 12/19, morning of the hearing, and am told I will receive them shortly, records are ready and they just need to hit send on the email. I call an hour later, same thing. Currently, I have been on hold for 59 minutes trying to get these records before the emergency hearing at 2:00 today, and it is already 11:30. This is beyond unacceptable; our client is sitting in jail wrongfully

  Customer Answer

  Date: 12/21/2023

  Fax confirmation for the 2nd of the 3 requests MRO claims to not have received. They finally received the 4th request sent via portal.....

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  MRO is the records retention center for my previous civilian PCM and civilian spine specialist doctor. I moved in November 2022 and began transferring care shortly thereafter. I notified my doctors in November that I would be moving and prefilled a records transfer request to make things easier. I established with a new civilian PCM and a new VA PCM in March 2023 and submitted records requests for both. Neither received my records despite numerous submissions through both. I went back to my old civilian PCM and submitted a transfer request on their end, still no records. I went to my civilian spine specialist doctor and submitted a transfer request on their end, still no records. In May 2023 I was told to go directly to MRO, their records company to request my records, so I did. MRO directed me to fill out their form and how to fill it out and send it in. I waited until June 2023 to follow up and called and was told they never received it. So this time I filled it out again and faxed it and mailed it certified mail so it couldn't be "lost" again. I wait a few weeks and in July 2023 call and was told that I didn't fill the forms out correctly because the spine doctor's address isn't correct, despite the form being filled out exactly as they instructed me to do. Last week I submitted the form again and was provided a secure email that only had part of my records from my spine doctor, so I ended up calling my spine doctor and asking them if they could send my records directly as an exception given my circumstances- which they agreed to do. MRO has also sent invoices for the records they did find, which I have no intention of paying as they don't get the privilege of being paid for holding my medical records hostage.I'm submitting this in case MRO tries to send those invoices to collections, because I will NOT be paying them. I will also not be taking this complaint down. Shame on you, MRO. You literally are the worst.

  Customer Answer

  Date: 08/27/2023

  I had to go to my former doctor to get my records as MRO said they did not have them. And they sent me a second invoice. I notified MRO that I would not be paying either invoice and that I was filing a complaint with the BBB and the appropriate state agencies. 

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 from my physicians office a release of my medical records for continuation of care and legal and Social Security Needs. I was advised from my providers office that no charge would be incurred for this service due to the reason I was requesting the documents. I received the documents today 07/28. Past the date that I needed them. There is a note on the documents that I needed them prior or on 07/20. I had contacted my physicians office due to the fact that I did not get any correspondence that MRO even received their initial request, and my physicians office said that they were unable to verify if my records request was even sent. Due to this I used other avenues to get the records I needed as MRO was unresponsive on if they even received the request that my physicians office was unable to verify. Due to these multiple reasons I should not be invoiced for these records, and I did notate what records I needed and was sent almost 400 pages mostly all filler pages.

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  While in the process of helping my father set up his retirement some medical records were requested. MRO was who was supposed to send the records. while attempting to figure out why they had not been sent i was hung up on three times. I dealt with a woman who i argued with for an hour. This woman claimed they could not send his records because it violated HIPPA when they were being send to the private medical records claims department of ******* Affairs. After she hung up on me I called and asked to speak with a supervisor and was told no. This company is extremely unprofessional and should not be allowed to help people with their medical records.

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  During a very difficult time, when I needed my patient records for an upcoming hearing, when time was of the essence, I encountered unnecessary delays and discourteous behavior.On any given occasion, a representative at MRO Corp. said something to the effect that my patient records, which consisted of no more than five pages, would be sent to my email address in the next hour or so.One day went to the next, without my having received copies of my records.As well, one of the persons to whom I spoke kept getting wrong the spelling of my email address.I found it necessary to phone MRO a number of times.During a number of phone calls, the MRO person, who sounded as if she or he was working from home, responded by saying to me that I was not the only one.Her tone was sarcastic and unpleasant.That MRO representative gave me the impression that I was bothering her, despite her knowledge of the exigency of my requests & despite my circumstances.The demeanor of the MRO persons was rude and nasty.These things happened, even after I had indicated the nature of my request and that my request was considered "expedited".If it were possible simply to retrieve by email the records directly from the hospital, then whether or not MRO were an inefficient or rude company would be less important.But, because the reality is that MRO is the intermediary and the provider of those records, one has to endure rude and inefficient behavior.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 husband, ***************************, died on August 24, 2022 at **********’s Hospital in Langhorne Pennsylvania.. To date we are still trying to collect on a small life insurance policy and MRO CORP will not provide medical records from the primary doctor, to be sent to ******** life insurance company. I have provided the necessary signed and notarized affidavit, and the death certificate, they are saying they want a copy of the funeral bill. There was no funeral. it is now five months and we are no further along than we were when I lost my husband. We are talking about a small policy. The company will not tell me why they want a copy of the paid funeral bill. I cannot provide what I do not have. Why would they want a copy of the paid funeral bill? My husband and I had the same primary doctor and they are/is stating that they dont know why the record company is asking for a paid funeral bill before providing my husbands medical records to the life insurance company. At the very least, they are not even returning my phone calls. And they are not given the agent at ******** life insurance company an answer either. Never mind not giving the insurance company. The medical records that we have requested, they wont even answer the question as to why they want a paid funeral bill. That has no bearing on providing my husbands medical records which the primary doctor has already given permission, and I provided to MRO corporation, the necessary affidavit and death certificate.Please advise.

• Initial Complaint

  Date:11/30/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 work with patients in a healthcare setting and frequently must receive records from different providers in order to prove medical necessity and get insurance approval for a patients' treatment. I have unfortunately worked with this company several times now and every time it has been horrible and the longest out of any records company I've worked with. I've been trying to get records for a patient urgently since early October 2022. It'll be December tomorrow. Whenever I call in, I'm told they can't give me estimate on time and they even voided my first request because it was sent to the wrong *************** fax#... But they still had the request in their MRO system and had my request on file. I had to resubmit my request again, and started the wait all over again. I still haven't received records. We've had to delay care for this patient several times. It seems that FINALLY after speaking with a representative today that they are on their way but it has been extremely long & stressful experience. I feel that this was only resolved because I practically had to harass them to get me those records. They don't care if they distress patients or delay their care... This isn't even my first patient that this has happened to. If I ever see MRO is going to be involved in record retrieval, I've learned to prepare my patients for a long wait. I just want to warn any patients or providers who might find themselves in our situation.

• Initial Complaint

  Date:11/21/2022

  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.

  Request for medical request for incapacitated adult son on 10/13/2022. Fax all the necessary documents as requested November 4,2022. Last called November 21 only to be advised documents not received or possibly backlogged. Request Id: ******** Tracking: ************* Name : ***************************

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In Feb 2022 I was hospitalized for a stroke. I requested my records be transferred to ***********.I followed up with the forms I called back to verify they were transferred.I went to *********** in June 2022 and the records were not there Today I attemped to call to verify the records were being transferred - the representative hung up on me.This is inappropriate way to assist people seeking assistance with medical records. I have had 3 strokes and I am juggling their array of many forms and steps to get the records to transfer and still they do not comply.Today I was deliberately hung up on.The care surrounding how you handle peoples medical records should be reviewed and penalized legally if they are deliberately obstructing the records being made accessible to another facility.

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A subpoena duces tecum was issued to ****** to obtain records from *******************. MRO is the copy service used by ****** to respond to medical records requests. Without going into details, MRO believed the subpoena was not HIPAA compliant and faxed a response to us. None of the faxes came through and they admitted that they knew all five attempts failed. They did not follow-up via mail or by phone to inform us of the response. When I called, I was on the phone for 35 minutes with a customer representative who argued about when the subpoena was received (which was a non-issue), admitted they never followed up to respond to the subpoena. I told her to email me the letter explaining why they thought the subpoena was not HIPAA compliant. She said she emailed me, but I told her I did not receive an email. She then said "her system" would not let her email out anything again. She said she could only fax. I told her to mail out the response since obviously our fax must not be working. She then took down our address (only after I said I want to talk with a supervisor) so hopefully she will send something out to us in response to the subpoena. In addition, her arguments regarding the subpoena are incorrect as she is requesting Oregon requirements when it is a Washington case and Washington subpoena for a Washington provider.