Complaint Review: Touchstone research group LLC - Internet Internet

I don't need a phone call to explain this to me. I noticed you didn't offer a refund or for that matter explain the unanswered emails and ignored phone calls. This is extremely poor service that you now want to make better because I complained on ripoff report. Perhaps your company helps other vets and this only happens to a few of us but I will let everyone decide for themselves.

Dan,

Under the government's own guidelines, your records should have been at the National Personnel Records Center in St. Louis.  Within a week, after searching that facility, we were informed that the U.S. Navy removed (or "checked out") your records from that facility.  We immediately transferred your request to one of our researchers at the Navy Personnel Command in Tennessee.  They, too, informed us that your records could not be found within that facility.  At that point, we asked you to provide us with additional information so we may try to track down your records at other potential sources.

Unfortunately, we can't control the government's own internal record-keeping procedures.  Out of millions of records, it is not uncommon for a handful to be lost or misplaced.  Many times we are successful in using our research network to track down these lost or stray files (a process that would likely take months if you were to pursue it yourself).  These records requests require many more hours of our work in addition to the researchers work, as compared to when the record is located where the government says it should be.  If a record is determined to be lost by the government, we then work with veteran in getting a new record re-created.  We also have the guarantee (which we stand by) that no one can get you your record faster.  Our service is precisely that, a research service.  We've helped more than 25,000 veterans obtain their records, and the great majority were very satisfied with the service we offered. 

I can call you personally (from the number listed on your account) if you'd like and explain, in detail, how the government record facilities operate so you can understand that we have been diligent in trying to track down your records.  Please let me know.

Thanks.

Ok I will play along. Purchased March 23 2012, 17 emails sent although I am not going to list each one I am sure you can look them up. Order Number 27551  Cost 104.85

Nice touch asking if I am a real customer, I was apparently until you got my money. I can't seem to leave feedback on your site which is another matter. In any case it has now been nearly six months, I don't know how many phone calls, 17 emails and plenty of other complaints according to the ripoff report.

Like I said before Beware of this company there are many other complaints!!!!

Your report is pretty vague.  We've helped more than 20,000 veterans retrieve their military documents.  Four months seems like an extraordinary amount of time for not having any sort of contact with our company, as we diligently try to handle all customer inquiries as they come in.  Can you give me your order number?  If you'd like, we can give you a call to try to sort out what happened (if you really are indeed one of our clients) so we can try to better our business to prevent this from occurring in the future.

For those other veterans reading this, I applaud you for doing your homework.  It is good to be wary when dealing with companies over the internet.  We leave all clients with the opportunity to provide a review following their order.  You can see reviews from clients (REAL people, not anonymous posts) for our DD-214 Express services here: http://dd214express.com/catalog/government-dd214-express-service-pr-28.html

If you are a prospective or recent client, and have any questions (or complaints), feel free to contact us and we will do our best to help.  We depend on our clients just as our clients depend on us.