RSRS - Record Storage & Retrieval Services Inc.

I paid, sent all the paperwork they requested and left many answering machine messages. If I talked to someone they couldn't help and forwarded me to someone's answering machine. No body returned my calls not even Patient Support. 16 weeks now since my GP retired and still no medical records.

Contacted rsrs. Spoke with representative Nicole Maglione who was very helpful. She was kind and informative and gave me the correct steps to take. She instantly send me information to my email that I can use to search for a new doctor. For my next call I hope I get Nicole again to guide and help me.
Thanks for the good experience with rsrs

I called this morning and my call was picked up by Nicole. She answered my questions, sent me some information that I was able to print and also gave me suggestions in finding a doctor in north Calgary. Nicole also set me up for my medical records when the doctors office closes in November. Nicole provided real personal service. Thank you.

My experience with RSRS and James B.was exceptional. James was very pleasant to deal with and explained everything perfectly. Understandably, it's stressful having to find a new family doctor because of the shortage, but I am confident with James' and RSRS's help, we will be able to find another family physician in a timely manner. Thanks for all your help!

Everything has gone smoothly, except that I have not yet received my files and it has been sine May 12th that my Dr retired. I had sent my forms in prior to this date

EDIT: moved three stars for now as they reached out via email.the CC over the phone issue is still a problem. They gave me a workaround that 100% will work but it's quite annoying that this was it's only workaround.

Today I called RSRS at my doctors suggestion, as he is closing his practice. I didn’t know what to expect or how it operated. I was greeted by a very friendly voice and asked me what I was looking for. Mandy Nyoni couldn’t have been more helpful. She answered all my questions with patience and great knowledge. She offered me different ways to get the results I needed. Mandy was so terrific! A 10+
Thank you Mandy for the follow up emails and putting my mind at ease!

So satisfying to speak to a person if there's something that doesn't fit the online format.both times my contacts were warm and helpful. Your work probable involves many disgruntled people so it's smart to have well trained and sensitive people on the frontline.
W

Niki was one of the best and most helpful person that I’ve ever dealt with. Polite, informative and a great sense of humour. Even though I have limited experience with technology and the first time requesting medical records it was an enjoyable experience thanks to her. Thanks very much Niki!

I am pleased that I made the call to receive my medical records as soon as I received the letter from my Dr. They were very helpful giving me all the info I require.

My name is Nolan. I have had the good fortune to deal with both Heather and Fastcha as a RSRS client. The personal service and advice is so clear, concise and friendly. I cant thank them enough for their caring support and the confidence they left me with, knowing that everything would be professionally expedited. Wonderful team. A million thanks for all you do.

My doctors office closed December 31,2022. December 8,2022 a Keith Barrett of RSRS contacted me to say he would transfer my records and to contact him if I had any questions. They charge a fee but did not disclose how much. I have been told by another user that they overcharge based on what is needed.

However I digress it is May 8,2923 and I still do not have my records as promised. I followed up on March 01,2023 and spoke to Keith Barrett who promptly told me it was not his job and transferred me to a voicemail. NOT A HUMAN. Where I left a detailed message. No return call, no file has been sent. My new doctors office has also completed the paperwork.

I have 14 years of records that I have request a copy of and also my new doctors office has. They are digital files that take virtually no time to transfer and here we are nearly 6 months and I do not have my records.

If you want your records DO NOT USE THIS COMPANY.they are unable to follow through.

I am at a loss to rebuild the last 14 years of records. Past screening test, MRI, surgeries.

There is no customer support. No responsibility. These document should of been sent months ago.

I work at RSRS And I'm here because my values truly align with theirs. They genuinely care about their clients and the people whom they interact with. The atmosphere is so welcoming and positive. Working here I can tell you that they truly care about people not simply the bottom line.

When first contacted about my doctor retiring I had just moved to BC from Ontario the lady claimed they would assist on finding a new doctor? Well they sent my records and when I asked about finding a doctor she said heres a web site try that!? WHAT BS! Don't trust these in it for the money only back stabbing low life's! So disappointing for a senior without transportation living 15 kms outside city!

Spoke to Bonnie, very experienced, knowledgeable, soft speaking, patients and Courteous. Always very prompt.

Mary McQueen was fantastic, very cheery and extremely helpful.
Made this call a pleasant experience.
Thank you

She heard my needs and was able to accommodate for them. I was very pleased with my service.

Nicole is a very helpful woman. Everyone else said my files were gone after 3 weeks of screwing around with different people I got a hold of Nicole and she found my file and everything is great. I think the best person I spoke to there was Nicole I could understand her and she spoke English very well.

Was told it would be over $500 to transfer medical records for my family of 5. We've been with a new family doctor now for a year without medical records (including the records for my special needs child).

Representative on the phone explained the entire process and made it very easy to understand how things would move forward.

I just wanted to say thank you to Jan Chavez for helping me in retrieving my medical records. She was SO KIND, helpful, and made me feel assured that my records would be taken care of. I greatly appreciate your support Jan in helping me sort out my situation! Thank you so much!

We had the priviledge of working with Keith Barrett in the process of transfering our Medical records. He was so kind and helpful. He went above and beyond in helping us with the difficult and stressful situation with loosing our Dr.and getting our medical records sent to us. Thank you so much Keith we appreciate your hard work.

Mary was most helpful in meeting the needs of myself and my family in obtain our records and a delight in answering my questions.

Today we dealt with Mary McLean regarding our transfer of medical records, Mary explained everything to us with great care and consideration. She made sure we were in agreement and that we understood all procedures. It was our pleasure.

Mary McLean -Patient Services Representative called. We being seniors, she was very patient and helpful in explaining everything

240 bucks for records.what a rip off, you dont need them, everything is availiable for your new doctor.its a scam.update got the records but only from 2006.we are now 2022 what did i pay for?

They are swindlers. I was forced to pay $130 for my medical records. Paid it and was told I'd receive the digital download followed by my original files in the mail. Now I'm being told I have to pay an additional $30 plus taxes to receive my original files.they scam you and you are forced to pay. Not to mention you have to give your cc number over the phone. That's always safe and reassuring that the person is writing your number down. Tell your doctor to never use this company. Mine passed away unfortunately.

Many thank to Jan Chavez for her speedy and friendly prompt attention to the retrieval of my medical records.

Our family doctor recently retired and sent our records to RSRS, assuring us that we would be well-looked after. RSRS and especially Heather Tucker did not disappoint!
Within minutes of applying for the transfer of my husband and my medical records, I received a phone call from Heather, who walked me through the entire process which is simple and uncomplicated. Again, within minutes of hanging up, I received a receipt for the transfer fee and the authorization forms, which we signed, scanned and sent back.
Heather immediately acknowledged that and sent a comprehensive form "My Health Matters" for our records.
All in all, around a half hour very well spent!

From the first person to answer my phone call, to the last, this company provided a very pleasant and efficient experience for me. I had a follow up phone call from Jan Chavez, and with in minutes we had a solution to our problem of obtaining another copy of health records for my mother after hers were lost. Jan sent the email documentation I needed within a minute, explained everything that I needed to do to both myself and my husband. Jan Chavez simplified the problem for us and is taking us through the fairly simple steps now on how to have those health records sent out to us, as I am now the Power of Attorney for my Mom. So nice to deal with people who are not only efficient at what they do, take the extra time to to find the simplest and most economical solution to the family and on top of that, are so pleasant to deal with. A pleasure speaking with you today, Jan Chavez, Thank-You Katherine

Maritza Marulanda provided excellent friendly and professional responses to my inquiries. I very much appreciated her clarifications.

Heather was there from the get go to request my records and confirm when I would receive them. When I was lucky enough to get a new Doctor she assisted me in forwarding my records to him
Thank you Heather for all your help and being readily available!

Agent Mary Mclean is a very personable and caring person to deal with and made the process of dealing with my Doctors office closure and securing my medical records as painless as as possible. While being professional she was also very easy to speak and laugh with this made the process so much less stressful, I thank her very much for that. Hang on to this one she represents your Company Well!

Jan Chavez, the fast and immediate response to my request to speed up transfer of my medical records is fully and greatly appreciated. Thank you for a job well done

I would like to express my appreciation to Jan Chavez for helping me with retrieving my medical records from your firm. I am a senior with limited ability on computers, etc. Jan helped me get the required information to the correct people in RSRS. I look forward to seeing my records soon.
Thanks Jan!

Good afternoon,
As Jules and myself have had to find a new doctor, our files were sent to RSRS for safe keeping, as finding a new doctor I reached out and had the pleasure of dealing with Mary Mclean, thank you for your support and your professionalism in this matter, your approach was very friendly, knowledgable and concise.and Job well done.thank you,
Mark and Julie Oliver

My Husband I got a letter form our long time (30+ years) Dr saying that due to a critical illness he has, he is closing his practice and retiring. We were shocked and lost as what to do next. The letter contained the information we needed to get our medical records. My husband has several negative reactions to medications and has been through a lot of medical issues over the over 30 years, so it it was super important to us that we have a copy of his records. We had the absolute pleasure of speaking with Mary Mclean at RSRS. She has the kindest, sweetest and soothing voice, spoke to us like we were old friends and had took the time to explain the process with us, empathize with our predicament, offer words of encouragement and walked us through the necessary steps with care, clarity and explanations and gave us several options. It was an absolute pleasure and relief to have her on the other end of the phone. It made a scary and daunting task a breeze and stress free. We need more 'Mary Mcleans' in this world.

After six years with my FD she made a decision to change specialty - kudos to her, in the meantime it meant she was closing her practice, in doing so she enlisted the services of RSRS Medical Record Storage, hence this review. The process was easy. They explain everything thoroughly. It is all done online. Any questions or concerns my emails were answered promptly by Jan. This was much appreciated. Records received in timely manner.

Mary Mclean (Patient Services Representative) was very helpful and so friendly on the phone. Her phone call came in just as I was off the phone with a medical clinic that I have been trying to find for a new family physician for my family. I was in an emotional state and even though the issue had nothing to do with her she helped me by giving me some suggestions and she also took the time to talk to me and she made me feel better! She went above and beyond.the "phone world" needs more like her! Thank you Mary!

I really appreciated the professionalism and quick response from Jan Chavez. It was very much appreciated.

When I first contacted RSRS they were very professional, Jan Chavez was very helpful in getting what I needed. I want to thank them once again,
Carlo

Jan was super helpful in me accessing my health records. Even though there was a tech issue initially opening the link, Jan connected with IT quickly (and stayed in communication with me) and within 24 hours all was good! Great experience and Jan was super friendly!

I recently had the opportunity to speak with "Jan Chavez" regarding the process of record storage. She was extremely helpful with clarifying the process and provided excellent customer service. She was extremely professional, approachable and very knowledgeable. Thank you Jan!

Quick and painless process - I received a call immediately after registering on the site and was helped by Jan Chavez, who was friendly, helpful and professional. It's so great to be able to do this all electronically. Thank you!

I dealt with Jan Chavez, a few days ago to recuperate data from a memory stick, that RSRS sent earlier on. My experience with Jan was excellent. He explained, in laymen's terms what I had to do to retrieve the data. Then, he sent an email to confirm all the steps that I had to carry out in order to access to my files. The procedure took less than five minutes.
Jan was pleasant, patient and extremely helpful. RSRS should be very pleased to have Jan on their staff. I wish Jan all the best, and it was a pleasure to have dealt with him

Customer (OLD patient manipulation)! When doctors retire,
'Records are held by RSRS'. But. Not really,
THIS BOSS' 'HAS A REAL GOOD SCAM GOING HERE'

He trained the RSRS agents to tell old patients of the Doctor
'that their Doctor has retired, '
ALSO. That the ''Doctor requested that the patient have a copy of their medical record'' for the new doctor.
''ITS A LIE''
AND A SCAM'
The doctor has transferred responsibility to RSRS. 'YES'
Just In case the new Doctor requests it.
(fact) A new doctor would rarely request old records!
""As they would run NEW tests"
(''And they bill OHIP for everything anyway! '')
(OLD RECORDS ARE. Just that. 'OLD! '
(FACT). (DOCTORS WILL WANT TO START EVERYTHING FRESH)
AS MENTIONED. ''THEY BILL OHIP ANYWAY! ''
So. What is really going on.
RSRS purchases the old records from the doctor,
Then Has regular people (OFF THE STREET)
Going through all the medical records, gathering Names phone numbers Addresses. (PERSONAL DETAILS)
''Looking at all the patients private history ''they had with the DOCTOR''
After that. Someone else will index them onto a computer,
Making it EASIER for is team of cold callers
To contact the old patients of the Doctor.
(PRETENDING THIER OLD DOCTOR TOLD THEM TOO)
When the cold calling team contacts.the patients of the retired Doctor They ''pretending''
the Doctor told them too. (with a sense of urgency) ''ANOTHER LIE''

''Surprized that this scam is legal. ''

No one except your Doctor should be going through the files.

But this is how. RSRS gets your contact information.
(BY GOING THROUGH PERSONAL CONFIDENTIAL RECORDS)
GATHERING. PHONE NUMBER ADDRESS ETC

Then the company will try and charge you a large amount of money for a 'copy of the original. '
''As legally ''The Original, Belongs to the Doctor. ''
(PATIENTS WILL ONLY RECIEVE A COPY)

''DONT BE FOOLED BY THIS SCAM! ''
''OLD RECORDS. ARE OLD"

THE OWNER IS VERY SHADY TO BE DOING THIS'

The records are stored in one building, The call center he has set up is in another.
''Very crafty little SCAM''

If Doctors knew he was doing this.
NO WAY WOULD THEY RELEASE THE RECORDS TO THIS COMPANY.

After the records have been sifted through a 100 times and all leads are dried up,
RSRS Sends them to Iron Mountain Storage.

JUST STATING THE FACTS!
'ITS A HUGE SCAM IN OUR OPINION'

I called n left a message on July 19,2021and have received no call back. They are "sitting" on my file and wont send it to my new Dr. I was told if i order it before my Dr. Retires it would be free of charge/its covered.

I contacted the office to request my medical files and the recording said that I would be called back within 24 hours. Jan Chavez called me back within an hour and sent me the authorization form that I had been unable to open. She waited until she was sure I had received the document and then said that upon receipt of the signed document she would put a rush on it, which I greatly appreciated.

Very kind and welcoming, I had been looking for my medical records from my retired doctor and Jan Chavez made it a breeze to get a hold of them!

I recently sent an email inquiring about something and received a very fast and helpful reply from Jan. Great customer service!

Jan called to explain the reasons necessary to retrieve and transfer my medical records to my new doctor. She was very patient and helpful answering any questions that I had. As a senior and with new technology, it can be a challenge to follow and understand. So she was very helpful.

It was a great pleasure to talk to Jan Chavez this afternoon. She was very well spoken, kind and considerate. She answered all my questions and was willing to help out in any way possible. I am quite sure she is exactly the person you need to help patients navigate the process of retrieving charts

Jan C.was very prompt, professional and personable when helping me to obtain medical records for my kids. She also connected me with resources to help me access local HCP's. Thanks Jan!

Jan Chavez contacted me to arrange for me to obtain a copy of my personal medical history. She immediately put me at ease with the process required to obtain my records. Jan explained it all thoroughly and assured me that she would be available to help me with any further questions I may have. She also immediately after hanging up sent me an email with information to help access further resources that I had asked about. Very friendly and efficient. Thank you Jan.

After paying for an expedited medical records location and transfer as I had an important doctors appointment - I had to send multiple follow up emails to try and get a hold of someone. They then said I had never filled out the authorization form.which had never been sent to me. I sent it back and they said someone would be in touch but I never recieved a phone call. The whole process doesn't seem very organized. It seems as though once you pay they don't seem to care.

Absolutely horrendous!
If i could give less then 1 star, I would.

I have been Hung up on, Snide comments on weather or not I watch the news, call backs not honored. Aggressive sale tactics.
Just deplorable customer service, Please keep in mind they are dealing with someone who is a senior. This is just an absolute cash grab.

Please DO NOT use this company for your medical records! They lack professionalism and tact, and do not take responsibility for their actions.

Ordered medical records due to doctor retiring. The records were incomplete as my Doctor showed me a report which was not included in the RSRS package. Also if your Doctor hand writes notes it's likely illegible. Turnaround time is ridiculously long however there is no delay in collecting their fee. Waste of money and no accountability for incomplete work.

Alright, so I am editing my review as RSRS came through in the end. It was just a shame that it took a scathing review here for them to reach out and make things right.
So after a disastrous start and many attempts on my part to make contact with RSRS, I wrote a review in which I gave them a 1 Star and was not holding back on how I felt about their lack of service.
Once I was contacted by RSRS, Darren (spelling?) took over and his Customer Service was fantastic. He called regularly with updates, explained process and delays, and most importantly made himself accountable for our case. It still took a few weeks to sort things out but in the end I got my records and his dedicated and professional customer service are what made me decide to edit it.
I still think their initial service was sub-par and they need to work on getting back to clients electronically and via phone.
But I will give them credit in that they stepped up and resolved some issues. FYI, not once did they ask me to change, nor complained about my review, they understood and accepted it based on my experience.
So you might have a rough time getting through, and it will be frustrating (hopefully they are working on this) but in the end, as long as people like Darren are there, you will get you records.

My initial contact was not very good at all. However, I received a follow-up call, which was very professional, and very helpful. All of my concerns have been taken care of.

I want to thank you for your excellent “client service. ” I was able to connect with my retired doctor and access the important information I needed. Without your support, that wouldn’t have happened. Not only did you facilitate that, you called me back in a timely manner to update me, your manner was most empathetic and caring.

Very professional, concise, helpful and diplomatic. Impressive. Will wait to see if all transpires (transfer) as discussed.

Meredith helped me obtain my records last year. She was very helpful, patient and informative regarding my options. Downloading my file was easy and it was a user friendly process. Thanks Meredith!

April 29,2019
Called today to retrieve medical records of my spouse who passed away in December.
I spoke to the most kind, helpful, knowledgeable and efficient person whose name was Keith. Five star rating on this fellow, he deserves a raise for his excellent customer service skills.

Laura helped me understand the record copy options and the fees. She was patient with my many questions. I was very satisfied with her service.

This business is a scam!
When doctors retire. “They still have a legal obligation to hold on to the patient records for 7 years. ” Let’s take this scam from the bottom up. 1rst when doctor retires. Rsrs buys the records from the doctors. To provide the doctors relief from the responsibility of duplicating any documents if and when a patient were to ever request them once Rsrs has possession of the records, Rsrs has people go through the medical records, gather any information about the patient they can. Index it on he computer. “ Name address phone numbers. ” They read everything. “nothing is a secret Private and not”Then Rsrs agent-cold call the patients. Reminding them if they didn’t already know, that the doctor has retired and the office is now closed. Pretending as if, The retired doctor asked Rsrs to call the patients in the doctors behalf. Stating the new doctor will need a copy of the old doctors records. (“This is “100% LIES! ”) The new doctor will very rarely ask for old records. “As they bill Ontario health. Fact is the doctor that has retired, has not the time nor the patience to contact every patient they have ever had walk into the office. They have retired. They want to relax! So they transfer the responsibility of the records to Rsrs for safe keeping. Now Rsrs has records dropped off at one location where the information is being indexed onto a computer so the agents of Rsrs can call all the patients while they are still fresh, most unaware the doctors office has now closed. As I mentioned before. The agents of Rsrs records are calling the patients now’ only because Rsrs had the opportunity to go into and through the medical records to find any contact information, names adresss. Potential family members. Once the patient information in indexed to a computer. The agent of Rsrs will call the patient. And say. Example: ” Hello Peter, this is Austin from from Rsrs medical records. Quick pause’ Your family doctor. Dr Goldstein has closed his office, and asked that we give you a call.we have your medical records here and we ask that you have a copy for your new doctor”
100% pure lies” the new doctor will do new tests! Rsrs Keeps the records in one location and has the cold calling done in another. My opinion. Rsrs records is a scam! They persuade patients that they need a medical record that has absolutely no need at all. Huge money grab! If you DEMAND a copy for $1.00. Rsrs will have to release it to you. The original belongs to the doctor! You are entitled to a copy, It is about you! They are able to chrage a small fraction of the cost for scanning the documents, but that’s about it!
Don’t be scammed or fooled by this company. The owner only hires people from other countries so no one really knows what’s going on. 100% scam for sure. I am writing Ontario’s medical association to stop this non-sense. The company has fooled thousands and thousands of doctors. Retired doctors. And Patients alike. It’s not fair to tell people what you think they want to hear. People need to know the truth. Why should the doctor pay Rsrs records to store them. To have Rsrs secretly going through all the doctors records, gathering patients private information and selling it back to patient. The new doctor WILL do NEW tests. To make sure everything is up to date. As a doctor. Or a patient. Do not trust Rsrs records with any of your information. Anything positive that you read on this has been typed up by friends and family members that have been profiting from this scam.
Don’t be fooled as a doctor or a patient!
This scam has been going on too long, needs to be addressed. Not fair that, regular everyday people can go through all your private health details just looking for a contact number, so they can fool you into paying for a copy of the original! “ (Just go see a new doctor”) “ (Get new tests”) Keep everything up to date.
This company as a SCAM for sure!
Medical records should be kept with iron mountain. That’s where Rsrs records store them after the records have been gone through from the cold callers

One-stop shop. They handled my patient records professionally and efficiently, even when I was not capable of helping.

Just an unbelievable service!

I am completely blown away by the knowledge that I now have in regards to managing my own health! I never realized the true importance of obtaining a copy of my own medical record!

I now have the power to review my medical history, better manage my medications, and have access to my lab results at my own fingertips!

Every time I interact with a physician, I will ask to have a copy of the correspondence in order to keep my medical record up-to-date so that I can stay on top of my own health.

Thank you so much RSRS, I have a newfound power over my future healthcare decisions!

My first interaction with RSRS was not excellent. But to be fair I was still trying to swallow the reality that my previous family doctor had died and I did not know. So I called back about 20 minutes after my first call and Samantha McIntyre assisted me. Not only did she answer my questions thoroughly she was compassionate and tried to help me get information that I urgently needed. I am so impressed with her efforts during such a difficult time. Thank you for helping me, and my family, get our records in a timely fashion. You went above and beyond!

Response was incredibly fast and personal. Answered all my concerns!

Excellent service!
Thank you.

Needed a copy of medical records from family doctor who was retiring. Keith the rep who reached out to me was very helpful, explained the options clearly, and secured a reduced price for me for my child's records.

Keith did everything he could to make the transition from my family's previous doctor to our new one seamless. His professional and courteous manner are much appreciated. Thank you!

Overall, I'd assess RSRS with 3 stars.
I would have ranked the services as 'ZERO' stars based on the delays I experienced in trying to receive my records. However, I was able to get this successfully resolved today through 'Pablo'; I would actually give him 5 Stars for his help in resolving the issue promptly.

I was contacted by Keith Barrett of Patient Services regarding my request for transfer of medical records due to the closing of my GP's practice. Keith explained in detail what was required. He answered my questions, confirmed I was forwarded the proper email thereby removing any doubt as to the legitimacy of his call and identity. What could have taken well over an hour to finalize was done in just a few moments due to Keith's expertise, efficiency and Keith's easily understood abilities and friendly manner over the phone. It was much appreciated and a very pleasant experience.

Keith was very patient and clear about the steps involved. He also emailed me a revised authorization form when I had given him incorrect information.

Keith explained all of the details clearly and concisely. It was definitely a positive experience.
L Hill