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A Review of Record Grabber

Bottom Line: this place has horrible customer service. There is no sense of urgency when it comes to following up on records. When I took my complaints to management, they gave me the cold shoulder.

They have a place in their online portal that shows you notes regarding the particular record being requested, and what attempts have been made to get the record in. More often than not, you'll see "left a message." Then three to 7 days later, "left a message." If you know anything about getting records, you know this will never get you anywhere. Some records we just made two phone calls in one day and got the records immediately - sometimes after record grabber had them to request for over 2 months.

You can check a box that says "request priority status" - next to this box is this text: "Retrieval time not guaranteed. To ensure fastest priority, requests will be submitted to the provider same day, and will be followed up with every other business day thereafter. If records are not received within 30 business days the $25 priority fee will be waived." I requested priority status on a few clients, and not only was the request not processed the same day, but they were not followed up for periods of up to 10 days at a time. Not one record came back within 30 business days.

In my jurisdiction, notarized affidavits are REQUIRED in order for the records to come in as evidence at trial. A couple of times the records came back with "No notary available." Come to find out the provider was told to write that by Record Grabber. When I complained, this is what someone with the title, "Principle" said in an email: "We are working with all providers to have them take the time to fulfill notarized affidavits. Not all providers are willing to complete affidavits. It is a part of this business that when you make a request, we cannot force them to fulfill the notarized affidavit as there is no legal obligation to do so. With other clients we work with, if they need to go to court, then the doctor can be issued a subpoena if needed." So I had to pay for the records they got me anyway, even though I couldn't use them. And if I need them, I'll have to pay to subpoena them. I then called the provider and got them notarized, merely by asking where the records were and how can I get them notarized. It took two phone calls.

So if you are in a jurisdiction that needs notarized affidavits, don't hire Record Grabber. They will get records, and if the affidavits are easy to get, you might get those too. But either way, you have to pay.

I think I read somewhere that they get records in an average of 3 weeks. This is not the case. I average all the ones that came back and they averaged 50 days. Some took as long as 114 days. Many have come back with incorrectly filled out affidavits or no affidavits. I still have records out that I requested through Record Grabber that currently are over 113 days old.

Really the point of all of this is, when I voiced my concerns, Record Grabber did not once apologize or back down. In fact, the more I complained the more they dug their heels in. In order for everyone to make a good decision regarding this company, please read the following email chain between myself and Record Grabber. I have only edited the email addresses and names for privacy’s sake. I have also reversed the order so they read chronologically.

From: Zach
Sent: Wednesday, January 23, 2019 2:25 PM
To: L
Subject: Re: Recorg Grabber | Referral

 

L I need to speak with you ASAP please

 

 

From: L
Date: Wednesday, January 23, 2019 at 4:18 PM
To: Zach
Subject: RE: Record Grabber follow up.

 

Hi Zach,

I will put together a list for you.  We do have records/bills from some but not any affidavits – so we can get you those records/bills – just w/o affidavits [which we are working on getting]

 

Regarding S, I have done all the things to obtain these records through CIOX.  I did not get the answer, but I will be on them again tomorrow as well.

 

At the end of the day, I am sorry to see you go and wish you the best with your record retrieval.

 

Blessings,

 

L

 

From: Zach
Date: Monday, January 28, 2019 at 7:24 PM
To: L
Subject: Re: Record Grabber follow up.

 

Can I get a status update on the list and S?  What happened on Thursday with following up with CIOX?

 

 

 

 

From: Zach
Sent: Tuesday, January 29, 2019 10:24 AM
To: L
Subject: Re: Record Grabber follow up.

 

I also need a status update on the mobile notary for the Ds, R and G.  1/22 asked for a status update and got no response.  This is for G Chiropractic, where you said write “no notary available” on the affidavit, then marked the request complete in the system.

 

The more I think about this one, the angrier I get.  I want a full refund for these and I want you to pay for the mobile notary.  Please respond

 

 

 

From: T
Date: Tuesday, January 29, 2019 at 11:15 AM
To: Zach
Cc: L
Subject: RE: Record Grabber follow up.

 

Zach,

 

   We are working with all providers to have them take the time to fulfill notarized affidavits. Not all providers are willing to complete affidavits. It is a part of this business that when you make a request, we cannot force them to fulfill the notarized affidavit as there is no legal obligation to do so. With other clients we work with, if they need to go to court, then the doctor can be issued a subpoena if needed.

 

We are not refunding for these requests as our obligation to retrieve the records/bills has been completed. We are also not paying for a mobile notary out of our pocket.

 

Best,

 

 

 

 

From: Zach
Sent: Tuesday, January 29, 2019 2:10 PM
To: T
Cc: L
Subject: Re: Record Grabber follow up.

 

T:

 

You did not introduce yourself in your email, but I can deduce from context that you are somehow above L at your company.  I appreciate you clearing this up for me, as it is the first time I have been advised that your company considers records “complete” without affidavits even when affidavits have been requested.  In this particular case, I was promised by L that she would attempt to get a mobile notary.  Are you advising me that no attempt will be made?

 

I have other concerns that I would like to share with you, that could perhaps lead to an improvement in your company and subsequent business.  Would you like to set up a call so I can discuss these concerns with you?

 

 

From: T
Date: Friday, February 1, 2019 at 8:30 AM
To: Zach  
Cc: L
Subject: RE: Record Grabber follow up.

 

Zach,

 

   Yes, we retrieve the records/bills requested. When an affidavit is requested, we work to obtain the affidavit that you need for the request. However, if the affidavit cannot be retrieved, due to circumstances outside of our control ie the provider, we must close the request and upload what we have retrieved for records/bills. Unfortunately, there is no legal obligation for a provider to fill out a notarized affidavit, let alone a specific notarized affidavit. We work within the constraints that we have.

 

If you would like to send the recommendations via email, I can notate them and/or set up a call afterwards to discuss.

 

Best,

 

T

 

From: Zach
Sent: Friday, February 8, 2019 5:34 PM
To: T
Cc: L
Subject: Re: Record Grabber follow up.

 

Today, we called G Chiropractic to set up a mobile notary for the D records.  They told us the records are at their corporate office.  We asked for that number and address.  When we called the corporate office to set up the mobile notary, they told us that they have a notary there and sent us the records with notarized affidavits.

 

Your response is pedantic and you very obviously don’t want to hear about how you can improve your business.  You merely restated your previous position.  Then you refused to speak with me over the phone and instead asked for an email so you can “notate” them.  Because of this, I will make sure that everyone I come in contact with knows about my incredibly poor experience with your company.  From the list serve of over 800 plaintiff attorneys that I’m a part of, to all websites that allow for reviews, I will make sure all of my complaints are recorded.  

 

 

From: T
Date: Friday, February 8, 2019 at 6:57 PM
To: Zach
Cc: L
Subject: RE: Record Grabber follow up.

 

 

 

Zach,

 

   The location you requested records from did not have a notary. You received the records, billing statements and completed affidavits without a notary stamp. Simple as that. We do not charge extra for affidavits as our premise is on retrieving medical records and billing statements as quickly as possible for cases. We will request an affidavit and put in subsequent work to obtain said affidavit if at all possible. This has been explained previously.

 

I never refused to speak to you over the phone. Here are my exact words: “If you would like to send the recommendations via email, I can notate them and/or set up a call afterwards to discuss.” Given how you made personal, unprovoked attacks against our character, and the character of employees at Record Grabber, I did not feel inclined to take your call at that time.

 

I will address any unfounded negative reviews you leave with the facts of what happened. I wish you the best in whatever you pursue in the future.

 

Best,

 

T.

Zachary Herbert