Record Grabber, LLC

Horrible Customer Service and No Sense of Urgency

Horrible customer service. This place has 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. So here it is in black and white:

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 Trent Van Emon, "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.