| Touchstone Research Group |
| Touchstone Research Group lied about getting me my DD214 within 2 to 3 days New York, New York |
| 26th of Jun, 2011 by User126548 |
| I recently called touchstone after finding them online. I was attempting to get a copy of my DD 214 in a hurry because I am applying for a VA loan. They promised me that I would have it in 3 days, and low and behold, 9 days later and they have yet to even located it. I called them almost 30 times in one day before finally getting ahold of a person. After giving that person my name, he proptly hung up on me. The next person I finally got on the line told me she would contact the researcher on my case to find out what the hold up was and call me back. She also gave me what she called her personal line so I could call her directly. I called the line today and it seems to be a fax line or something, just makes a few beeps. I called back and got another person on the line who told me he too would look into the issue and call me back. Again, I have heard nothing. Also, he told me he cannot divulge infomation about the researcher looking for my paperwork, nor can he get me in touch with any higher up supervisor. Lastly, he says there is no way he can refund my money. This company seems to be clueless about any type of customer service and they surely could care less about helping out military members. For technical purposes, I placed my order on Friday June 17, today is June 27, and they have all but guaranteed me that they have yet to mail anything. Also, any e-mails that are sent to them go completely unanswered. |
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I just had the same awful experience with TouchStone. I paid for the 7 day turn around and did not receive my DD214 until AFTER I closed on my home. I needed to pay my movers to locate a box buried in storage to find a copy of my DD214. When I asked for a refund here is what the e-mailed me ( they didn't even give me the courtesy of calling me): Once a case has been issued a shipping label, packing slip, assigned to a researcher and submitted to the facility, the bulk of our work has been completed and we are merely waiting for the facility to respond - so no refund is possible.
We describe the various delay issues in detail at the service description page, our Terms of Service (to which you affirmatively agreed), our FAQ and Ordering and Payment - all available at our website. In brief, we are not responsible for the delays of third parties, the Government records repositories. We guarantee only our own service.
For example, there are a number of issues that may cause the delay in a record retrieval from NPRC:
1. A prior order made by the client. The record is then pulled off the shelf making it inaccessible to us until its return. After the NPRC has finished with the chart, it will be placed in a re-shelving area where it may languish another week or two before we can access it.
2. A government agency may have requested the chart. If the client has filed for a VA claim, for example, the chart may have been pulled.
Again, we can't access the record until it is re-shelved.
3. The information provided to us by the client may have been incomplete and/or incorrect.
So, the client's own actions may be the actual cause of the delay
We generally will figure out what caused the delay, but in almost all events, such delays are beyond our control and not a result of our operations - hence no refund is possible, particularly in the case of issues created by the client him/herself (prior orders, claims).
To sum up, since we assigned a researcher to your case, processed it (shipping materials issued) and it has been submitted to the NPRC in-person, we've completed most our work and incurred most of our expense on the case. We're merely waiting for the facility to produce the record - so, unfortunately, no refund is possible.
However, not all is lost. You will receive two (2) certified hardcopies which you may find useful to have at some time in the future.
Regards,
Client Services/Touchstone |
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