Touchstone Research Group

Terrible service. They never return e mails and calls. They send form notices that have nothing to do with the Dd214.I paid for express service. The only thing that was express is when they took my money. I fired them after 2 months, The company is the worst ! They also sent e mails addressed to my late dad and couldn't correct the situation.

Review: I contacted this company to provide me my DD Form 214's from the United States Air Force (Active Duty), United States Air Force Air National Guard, and United States Air Force Reserves. They stated that they were complete with my order and I could look at it on their website. When inspecting it, I found that they only gave me my Active duty DD Form 214, and none of the others. I also found that someone else's privacy, and possibly my own, had been compromised. My documentation also had another members DD Form 214's from the United States Navy. This would makes me assume that my information has also been compromised. I have contacted the Navy Personnel Center as well, so that they could get me contact information of the individual, who's documentation I received. I would like to get in contact with him that his information had been given to me, and make sure that he doesn't use my information for malicious purposes. Per the Privacy Disclaimer I deleted the documents I received from Touchstone's "secure" site. I tried to make contact with no success. Everytime that I do get a representative I have been hung up on. This is not the proper way in which to conduct legitimate business practice. I am sure after reading other complaints that Touchstone will respond with their "fine print" disclaimer and what not. They responded to the bulk of the complaints in this manner. If I was able to voice my issues with a representative, this would not have gotten this far. My order number was [redacted].Desired Settlement: Ultimately, I do understand that mistakes are made, but mistakes of information dissemination can be dangerous. Our full name, addresses, and social security numbers are plainly displayed on the DD Form 214, making it very easy for identity thief's to do with it what they want. I would like evidence that my information was not compromised, and if it has been I need to be protected by LifeLock or comparable monitoring service. Also I would like the rest of my DD Form 214's. I know per their contract that they have started work on my request, so no refund is expected. But if it is possible, I would like my fee refunded. If this is not resolved to my satisfaction, I will pursue other avenues...media, Military Personnel Offices, and social media. Just want to get this resolved as soon as possible.

Business

Response:

Dear [redacted],

I. requested that we research his military separation documents; he purchased a service, not a product, NOT merchandise;

2. affirmatively accepted our Terms of Service at [redacted]

3. pursuant to our Terms of Service, no guarantee of success is provided and all sales are final - no refunds are allowed particularly for downloadable products; the client has paid us for our efforts to research, the results of our service are always uncertain;

4. notwithstanding our TOS, the service description page for the service which she ordered clearly states that we cannot be held responsible for the delays of third parties, the government records repositories. We provide typical delays of the facilities. See: [redacted] We also discuss delays in our Frequently Asked Questions, No.2, at: [redacted]

5. signed a Request Pertaining to Military Records. In this document [redacted] appoints us as an Attorney in Fact, and "ratifies and confirms all of our actions" in regard to this order.

6. We assigned a researcher and submitted the Request Form (w/POA) to the federal records August **, 2013;

7. The records facility made his record available to us on Augist **, 2013. We delivered the document which he requested the very day it became available to us, both as a digital download and in hardcopy. We shipped hardcopy to him via

USPS. In addition due to the service being offered in business days,and not subject to facility processing, the record was delivered in 3 business days

8. A copy of the client's fully annotated case record is attached;

9. In regards to the incorrect information uploaded to [redacted]'s case it was only a mistake in upload on his case not effecting his documentation at all and was removed immediately once we became aware. No incorrect documents were mailed.

Since our service was provided within both our Terms of Service as well as the service description page, and we delivered her record to her both by USPS Priority Mail hardcopy as well as download, we have fulfilled entirely our obligation.

Sincerely yours,

Consumer

Response:

At this time, I have not been contacted by Touchstone Research Group LLC regarding complaint ID [redacted].

And I have had nothing but the initial response that states nothing. Not to mention they spelled my name wrong when addressing me as well as use the name "[redacted]" later in the letter. This tells me it is a cut and paste, and probably a conglomerate of many previous written responses that probably failed to resolve!

Sincerely,

Review: I ordered my late father's DD214 from this company ($96.95 for 2 to 4 day service) so I could bury my mother in the Arlington National Cemetery with my father. I contacted [redacted] at Touchstone, he looked up my fathers info and said I would have the form in 4 days. Just like all the other complaints I called over 15 times, no answer, you wait 20 minutes and it transfers to voice mail and they never return a call. Email Touchstone, same thing. If you call the order line and ask about a status they hang up or transfer you to the existing order line.....another 20 minutes and voice mail with no return call. My father was a decorated Veteran who also served as a Deputy Chief of Staff to the President, served on both the World War II Memorial Commission and the Battlefield Monument Commission so I will take other avenues to let people know this company has a standard operating procedure to deceive and cause pain to families with no regard to their feelings. I see the responses from [redacted] from Touchstone that these complaints are bogus and no one will give a claim number or their name so here it is ...My name is [redacted] and my late father, [redacted]. was assigned a claim number [redacted] by Touchstone. Here is their update on my case, as you can see, it is not accurate. ORDER STATUS: 09/**/2013 Pending Hello [redacted], Your [redacted] AIM Credit/Debit Card payment has been received. Thank you. Be sure to download, fill out, sign and return fax the Request Pertaining to Military Records form from your Touchstone account Order page, at the above link, as soon as possible. You can also access the same form at: [redacted] . We require this signed and completed form so that we can obtain your DD214 on your behalf. - [redacted] 09/**/2013 Processing Hello [redacted], Your Request Pertaining to Military Records form received. Thank you. We will queue your order for processing. Assigned to researcher [redacted], NPRC/AHRC, St. Louis office. - [redacted] 09/**/2013 Delivered Hello [redacted], Your order was retrieved today and shipped via USPS Priority Mail. Please allow 2 - 4 days for postal delivery. Your separation documents have also been uploaded to your Order page on our secure server. Simply click on the above link and log in, or go to our website, My Account, log in, View order. There you will find both your hardcopy shipping tracking information as well as a Download link for an image of your documents. You will need Adobe Acrobat Reader to view these PDF documents. You should download the PDF file onto a disk or CD and place it in a safe place for future reference - click the disk icon and then Save. Your download link will be available to you for ten -10- days. If you have found our service useful or not, you are welcome to leave your review at: [redacted] Thank you for choosing Touchstone for your document research needs. Client Services Touchstone - [redacted]Desired Settlement: This company needs to be made to stop their deceptives and standardized practices. and actually tell people the status of their requests in an honest fashion.

Business

Response:

Dear [redacted],

I. requested that we research his father's military separation documents; he purchased a service, not a product, NOT merchandise;

2. affirmatively accepted our Terms of Service at [redacted] ;

3. pursuant to our Terms of Service, no guarantee of success is provided and all sales are final - no refunds are allowed particularly for downloadable products; the client has paid us for our efforts to research, the results of our service are always uncertain;

4. notwithstanding our TOS, the service description page for the service which she ordered clearly states that we cannot be held responsible for the delays of third parties, the government records repositories. We provide typical delays of the facilities. See: [redacted] We also discuss delays in our Frequently Asked Questions, No.2, at: [redacted]

5. signed a Request Pertaining to Military Records. In this document [redacted] appoints us as an Attorney in Fact, and "ratifies and confirms all of our actions" in regard to this order.

6. We assigned a researcher and submitted the Request Form (w/POA) to the federal records September **, 2013;

7. The records facility made his record available to us on September **, 2013. We delivered the document which he requested the very day it became available to us, both as a digital download and in hardcopy. We shipped hardcopy to him via USPS Priority Mail, Confirmation attached as a courtesy.

8. A copy of the client's fully annotated case record is attached;

Since our service was provided within both our Terms of Service as well as the service

description page, and we delivered her record to her both by USPS Priority Mail hardcopy as well as download, we have fulfilled entirely our obligation.

Sincerely yours,

Customer Service Manager

Touchstone Research Group LLC.

Review: paid 134.00 for fast service dd 214. order id [redacted] 6/**/15. have received nothing. e-mailed customer service. no response. called several times,no answer no response. called sales dept number today 6/**/15. was told to hold on while she down loaded my file, and after several minutes on hold she hung up. no info no response.Desired Settlement: refund full amount and receive the info I requested

Review: Once you place an order for a [redacted], they become unreachable! I have called many times and put on hold for at least 15 mins. It will eventually time out and ask you to leave a message. They will not respond to your message. I was told I would receive this form in 24 hours. It has been nearly 3 weeks. I repeatedly call and get no response. I tried calling the order number and reach a person within 40sec. As soon as I start to complain, they hang up. I try calling back and no one will answer. Horrible scam of a company. They prey on people in a vulnerable state. My father had just died and we were willing to pay the $89 to get this form FAST! We needed it for military burial. [redacted], promised we would have it. The local [redacted] knew my father so went ahead with service. Now we still have to wait to order grave marker. They should be ashamed!Desired Settlement: They need to send a certified "legible" copy of the DD214. If I don't receive it ASAP I want a refund of my $89.00

Business

Response:

Dear [redacted],

I. requested that we research her father's military separation documents; she purchased a service, not a product, NOT merchandise;

2. affirmatively accepted our Terms of Service at [redacted]

3. pursuant to our Terms of Service, no guarantee of success is provided and all sales are final - no refunds are allowed particularly for downloadable products; the client has paid us for our efforts to research, the results of our service are always uncertain;

4. notwithstanding our TOS, the service description page for the service which she ordered clearly states that we cannot be held responsible for the delays of third parties, the government records repositories. We provide typical delays of the facilities. See: [redacted] We also discuss delays in our Frequently Asked Questions, No.2, at: [redacted]

5. signed a Request Pertaining to Military Records. In this document [redacted] appoints us as an Attorney in Fact, and "ratifies and confirms all of our actions" in regard to this order.

6. We assigned a researcher and submitted the Request Form (w/POA) to the federal records October **, 2013;

7. The records facility made his record available to us on October **, 2013. We delivered the document which he requested the very day it became available to us, both as a digital download and in hardcopy. We shipped hardcopy to her via USPS Priority Mail.

8. A copy of the client's fully annotated case record is attached;

Since our service was provided within both our Terms of Service as well as the service

description page, and we delivered her record to her both by USPS Priority Mail hardcopy as well as download, we have fulfilled entirely our obligation.

Sincerely yours,

Review: I directed my client [redacted] who is a retired Army Reservist to Touchstone to pay and receive his "Retirement Points Statement" for use to obtain a Certificate of Eligibility from the VA so that he may get a VA mortgage loan. Upon [redacted] paying the fee and waiting the time period he received a DD-214 instead of the points statement. Due to him being a prior 6 year reservist the DD-214 does no good to him and it only shows his military training. The DD-214 was not what he requested nor what is needed to be able to get his Certificate of Eligibility. Upon receiving the DD-214 that was forwarded to me I made several attempts to reach a representative at Touchstone to discuss that it was not what was requested and eventually spoke with [redacted] who stated that someone would call me back. I have not heard back from anyone and upon many many repeated calls to the company's phone number listed on their site, I still have yet to get anyone to answer the phone. It simply goes to voice mail every time.Desired Settlement: Please acquire [redacted]'s Retirement points statement and deliver via email and overnight to the client as originally discussed as soon as possible.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Touchstone Research Group LLC has been resolved. The business contacted me 2 weeks after my filed complaint and by then I had to use another service to get the item that was ordered originally with this business. The business did not refund my client nor did they offer any apologies. They have a history of bad customer service and complaints and for good reason. Their services are well below standard and their lack of communication is extremely frustrating.

Sincerely,

Review: Paid $97 for their 7 day service for a copy of my dd214. It has been 2 weeks and have not received it yet. Have tried calling and leaving e-mails both several times. Never got any responses back to my voice mails or e-mails even though they say respond within 48 hours. After about a dozen calls I did get through to a rep one time on Sept. [redacted]. He checked my order and told me it was in and only needed to be certified and that only took minutes. That I would have an electronic copy of my dd214 my 8:00pm that evening. Never got it and have called numerous times since but cant get anything but voice mails. Over the Labor day weekend I did receive a notice that my order for a death certificate was being processed and received an electronic copy of it. Have know idea what is going on with that. I didn't order a death certificate nor have I ever heard of the person that had died. Sent them another e-mail telling them of the mix-up on my order but they never responded to that either.Desired Settlement: I only want and need my dd214.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I payed Touchstone Research Group $124 to obtain my DD214 personnel record and forward to me the same day. I need the record for a civil service job application that closes Sunday, ** march. It's now the [redacted], I don't have my records, and when I go online to check my account I get the DD214 for Elvis Presley. Touchstone doesn't answer either my e-mail or phone queries. It's obviously a scam and they now have my checking account information. They need to be investigated for criminal activity immediately.Desired Settlement: I want my money returned. Touchstone should be investigated for false advertising and criminal activity.

Consumer

Response:

[redacted]

At this time, my complaint, ID [redacted]regarding Touchstone Research Group LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Consumer

Response:

[redacted]

At this time, my complaint, ID [redacted]regarding Touchstone Research Group LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I am a veteran that is concerned about this so called business that prey on us promising something a doing nothing I don't know how many other veterans have been suckered by them they should be banned from helping the any vets promising to help find thereDD-214 and charging 127 dollars for express delivery I tried to contact them numerous times without a single response it's criminal to steal money from anyone but they seem to get away with it they also claim that they are Revdex.com is accredited also they say in there terms a refund will be granted if I find my own forms with I didDesired Settlement: My money refunded

Review: I needed a copy of my dd 214 for work, and I needed it quickly, Touchstone advertised they could get it to me with same day service. Of course it would cost, I agreed and authorized 127.95 from my check card. I received a phone call almost immediately from a [redacted] told me that for what I needed it would be a total of 169.00. Needing this I agreed. But I asked [redacted] would I for sure receive the item by the deadline I needed it, he said yes. Well, the deadline came and went and still no form for me to download. I have tried to call the only two numbers I have with no result, I have left numerous messages. I did not receive what I paid for, the deadline came and went and I missed out on a great promotion at work. I would like my money back.Desired Settlement: I would like to see all charges back in my account and I wish there was a punishment for people/company's that take advantage and steal from consumers, especially when most of their consumers are veterans, who served and fought for their right to be in business. It's a slap in the face to veterans everywhere. Thank you.

Business

Response:

Dear [redacted],

I. requested that we research his military separation documents; he purchased a service, not a product, NOT merchandise;

2. affirmatively accepted our Terms of Service at [redacted]

3. pursuant to our Terms of Service, no guarantee of success is provided and all sales are final - no refunds are allowed particularly for downloadable products; the client has paid us for our efforts to research, the results of our service are always uncertain;

4. notwithstanding our TOS, the service description page for the service which he ordered clearly states that we cannot be held responsible for the delays of third parties, the government records repositories. We provide typical delays of the facilities. See: [redacted] We also discuss delays in our Frequently Asked Questions, No.2, at: [redacted]

5. signed a Request Pertaining to Military Records. In this document [redacted]r appoints us as an Attorney in Fact, and "ratifies and confirms all of our actions" in regard to this order.

6. We assigned a researcher and submitted the Request Form (w/POA) to the federal records December **, 2013;

7. The records facility made his record available to us on December **, 2013. We delivered the document which he requested the very day it became available to us, both as a digital download and in hardcopy. We shipped hardcopy to him via USPS Priority Mail,confirmation attached.

8. A copy of the client's fully annotated case record is attached;

Since our service was provided within both our Terms of Service as well as the service description page, and we delivered her record to him both by USPS Priority Mail hardcopy as well as download, we have fulfilled entirely our obligation.

Sincerely yours,

Customer Service Manager

Touchstone Research Group LLC.

Review: My wife and I attempted to obtain an expedited copy of my DD214 by purchasing Touchstones 3 day expedited service. We received electronic information immediately that [redacted] a researcher in the field office in St Louis Missouri would be assigned to the case. Our order # [redacted] was processed on October **, 2014. As of November *, 2014 we still have not yet received the document despite promises from Touchstone key personnel [redacted] and [redacted] that said document would be emailed in pdf form to our personal email and or faxed to a fax number we provided on both 11/* and 11/*/ 14. Additionally we were told the email would be express mailed and given a bogus tracking number for [redacted] which was actually a preshipment number from October **, 2014 and told it would be able to be downloaded from our account on touchstone's website where we had placed our order. To date on 11/*/14 none of this has occurred thereby obviously violating not only the 3 day expedited service but the general service provision as well. Despite numerous phone calls and emails with [redacted] and [redacted] nothing has been resolved. Our phone numbers at one point were even blocked by their internal system. Phone calls to the military archives in St. Louis Missouri on 11/*/14 revealed that the DD214 document is available for pickup by their researcher BUT no such researcher has been in to pick it up. Researcher [redacted] has not done her job regarding the service on our account she was contractually obligated to provide. We were in need and still are of this document to close a VA loan refinance. We did attempt and are attempting to secure said document on our own through the national military archives. This process was initiated after Touchstone was unable to deliver as promised. We faxed an urgent request on 10/**/14 and are currently in the processing process.Desired Settlement: We want the certified copy of the form DD214 as well as an apology and a credited refund to our account. Their lack of professionalism and true customer service is pitiful and no other veteran or family member should be victim of their poor operating standards. Our lives have been unduly affected by their slovenly and shoddy work. We should not have to be pay for their mistakes and blunders.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Order Number [redacted]. A request for a DD-214 military record for [redacted], a world war 2 vet, was purchased and the order was updated to processing on 12/[redacted]/13. The $89.00 purchase of the DD-214 document was paid for on a master card. The promised delivery was seven days. They processed the master card statement immediately and they were paid. I attemped to contact them three times by their on line sevice via email and only recieved one "we will follow up" response. I called their two telephone numbers and got put on their never ending hold. I did manage to call them early one morning and spoke to a Chris who immediatley put me on hold when I asked about the order. I tried the same thing another morning from a different phone number and Chris answered again. When I began to ask about the order he again put me on hold without finishing the conversation and no one ever responded. I believe they have ripped me off and I am very worried about identity theft as they now have a social security number and my master card number.Desired Settlement: I would like my ordered DD-214 information for [redacted] as he needs the records for a transfer into a nursing facility. He is diagnosed with congestive heart failure and we are trying to get him into Soldiers Home for terminal care. He needs his DD-214 information for this to happen.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I asked for a refund almost 2 months ago and they keep stringing me along. Saying they have sent the request and are working on it.Desired Settlement: Full refund.

Consumer

Response:

At this time, I have not been contacted by Touchstone Research Group LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: I made a payment of $127.82 on 02/**/15 to touchstone Research Group in order to receive a certified copy of my DD214 military record. Upon making the payment over the pone with a representative, I was told that I would be able to view a digital copy of my DD214 online through the company's website within one days time. I was also told that my paper copy of my DD214 military record would be mailed to me the next day following the order I placed on the phone. Upon a few days passing and not being able to view a copy of my record online as promised by the company, I attempted to call them several times and left numerous voicemails and also emails without any success in reaching a company representative to find out what was happening with my order. I have also emailed the owner and have not received a response. The company claimed that the services rendered would be quick and that I should have received my record within three business days and that any delays in attempting to locate my record would be communicated to me by a research representative who was assigned to retrieving my record. I was also told that I would be able to communicate online with a representative through my "customer login" on the company's website if I had questions or concerns regarding my transaction and services being rendered. To no avail, I have been unsuccessful in reaching "anyone" by phone or email. The company states on their website that someone will respond to email inquiries within two business days at most and that has certainly not been the case. I am frustrated as I await my documents for employment purposes and have indicated the need for my documents to arrive quickly so that I can proceed with a background check being conducted on my behalf for employment. Even after emailing the company to express the need for my record to arrive in a timely manner, not one person has called or emailed me back a response.Desired Settlement: I would like for the company to call me in response to my order and to inform me regarding when I will receive my order and if they cannot provide the service I have paid for, as promised on their website, then I will require a refund for services they have not rendered.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Touchstone Research Group LLC has been resolved. I am responding to complaint ID#[redacted]. I received the order I placed with Touchstone Research Group on 3/**/15 and no longer require assistance with this matter. Thank you for your assistance and I appreciate you contacting me when it's been necessary. Have a great day!Sincerely,

Review: Hello. Recently my husband needed his military DD214 forms for our VA loan application process. Without doing research we used Touchstone Research Group because their website guarantees the delivery of the DD214. We placed the order July *, 2014. We paid $128.20 for their fastest delivery of same day. We never received the requested documents. We were sent an e-mail (not even a call), saying there was an issue with the documents and they could not find the information, so we had to send in more documents including social security numbers. We faxed the additional information on July **, 2014. Still, we have not received an update or phone call from this company. Today, my husband tried calling himself to check the status of our order. As soon as my husband stated the reason he was calling the person hung up. We called back again, and immediately were hung up on. We called again, and again, the person hung up. So, we call again, and we are sent directly to a voice mail. We can't get ahold of anyone with this company. Terrible customer service. They are taking advantage of people. Taking their money and running. I have researched the company online and I am not the first person to experience this issue. I paid $128.20 for a service that was not provided. We can't even get in touch with the company for a refund. Can you say scam?Desired Settlement: We have already disputed the charges with our credit card company. This company needs to be looked at. Their customer service needs to be improved. Frauds.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Touchstone Research Group LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

I submitted a request to Touchstone Research Group on 7/**/2015. After 3 responses from touchstone they stopped answering request for updates. I have called and sent a request to them 5 times and no response and they have not provided the [redacted] I requested.

Review: Pursed their Express Service in order to obtain a copy of my DD214 for a VA loan. It was purchased on January **, 2015 and has now been almost a month. Their advertisements claim very prompt service or an email or phone call to explain the delay. I have sent numerous emails with only a "form" reply that the Navy is reorganizing. They cannot be reached via phone, as I have tried that as well.Desired Settlement: Delivery of said DD214, or explanation of why it has not been delivered so as to enable me to take necessary steps to secure a copy of desperately needed documentation

Review: After calling Touchstone and speaking with [redacted] there, my husband was told he would be able to get needed military records for mortgage within a few business days. Touchstone took some basic info and sent two E-mails to our personal E-mail account. We were told to open them and pay the invoice. We were unable to find a way of paying because the system would not put the order in our cart. At that time we started trying to call Touchstone to pay so that we could get the records we need urgently. We have called every day since we received the E-mail and have tried all options offered on the automated system, staying on hold for 30-45 minute intervals at times. Most times no one answers. We received an answer twice and were hung up on both times. We even called the extension for [redacted] directly and left multiple messages and have received no call back. Have left messages on the automated system and have also used the online button to have their line call us, NO ONE will answer us and no one will tell us how to take care of this business. We have not paid therefore we have not lost any funds but we desperately need the records and have wasted numerous hours and much aggravation!Desired Settlement: Want records delivered immediately.

Business

Response:

[redacted]:

I. purchased a service, not a product;

2. affirmatively accepted our Terms of Service at [redacted] ;

3. pursuant to our Terms of Service, no guarantee of success is provided and all sales are final - no refunds are allowed once we commence our service;

4. Unfortunately, despite our several notices to him as identified within his annotated case notes, [redacted] never completed the order process (See annotated case notes/Invoice, attached.); he never processed payment in order for us to acquire his record on his behalf. We are a service based business and require our fee before we begin research into a veteran's record. We notified him of this issue on 8/**. If [redacted] would like to continue his order, he can call ###-###-#### and process payment and we would be happy to assist him.

Please let us know what he desires.

Sincerely yours,

Review: required fast retrieval of military records for VA loan. touchstone emailed unclear copies and not all the records, I contacted client service,,[redacted] and [redacted], as soon as I asked for help on an existing account ([redacted]) they hang up on me. I also left 5 messages with no response. My file is tied up by this company for up to 30 days preventing any other company from helping me and preventing us from getting a mortgage ,and a homeDesired Settlement: I need them to deliver the service they promised so we can get our mortgage and get our home

Business

Response:

[redacted]

1. requested that we research his military separation documents; he purchased a service, not a product, NOT merchandise;

2. affirmatively accepted our Terms of Service at [redacted] ;

3. pursuant to our Terms of Service, no guarantee of success is provided and all sales are final - no refunds are allowed particularly for downloadable products; the client has paid us for our efforts to research, the results of our service are always uncertain;

4. notwithstanding our TOS, the service description page for the service which she ordered clearly states that we cannot be held responsible for the delays of third parties, the government records repositories. We provide typical delays of the facilities. See: [redacted] We also discuss delays in our Frequently Asked Questions, No.2, at: [redacted]

5. signed a Request Pertaining to Military Records. In this document [redacted] appoints us as an Attorney in Fact, and "ratifies and confirms all of our actions" in regard to this order.

6. We assigned a researcher and submitted the Request Form (w/POA) to the federal records September *, 2013;

7. The records facility made his record available to us on September *, 2013 We delivered the document which he requested the very day it became available to us, both as a digital download and in hardcopy. We shipped hardcopy to him via USPS Priority Mail,Confirmation attached

8. A copy of the client's fully annotated case record is attached; Our researchers are trained to retreive, copy and to provide to our clients all separation documents found within a veteran's chart. Our researchers do thousands of such requests and are very good at what they do. The copies provided are precise, exact copies of possibly poor microfiche originals. The hardcopies have been certified which attests to their best available copy status.

Since our service was provided within both our Terms of Service as well as the service description page, and we delivered her record to her both by USPS Priority Mail hardcopy as well as download, we have fulfilled entirely our obligation.

Sincerely yours,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Touchstone is correct,they are a service not a product.

When I recieved the product I called thier customer service line with questions,when routed to existing client there was no answer and a hold for 45 minutes,35 minutes and 20 minutes with me giving up.

When Irouted the call to sales I was abruptly hung up on 4 times.

I had questions not an argument,I was not angee or rude,just needing help.

I disputed the charge with my CC company and got a refund and got my Military Records from another source.

My problem with this company is solved,no thanks to them

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On June ** I ordered and paid for a DD214. It cost me $107 to get this report in 2 days. I was promised I would have this report on June **. I did not receive it. I called and again was promised the report July *. Again, I did not receive it. I have called, emailed, and tried contacting them through their websites hundreds of times. I have gotten zero response for the past week. I spend hours a day on the phone on hold trying to reach them every day. After holding for 20 minutes the call disconnects and I start over. Last week I did receive an outdated report. However, I gave the date of the report that I needed as September **, 1996. This inefficient, unprofessional, and unethical practices cost my daughter a $10,000 scholarship!!Desired Settlement: They need to send me the correct report and correct the billing to reflect it taking weeks to get the report that would have been free for me to get in this time frame from the National Archives. They also need to pay for my daughters college tuition that their lies cost her from getting from the Ohio War Orphans Scholarship.

Business

Response:

[redacted]

1. requested that we research his military separation documents; she purchased a service, not a product, NOT merchandise;

2. affirmatively accepted our Terms of Service at

3. pursuant to our Terms of Service, no guarantee of success is provided and all sales are final - no refunds are allowed particularly for downloadable products; the client has paid us for our efforts to research, the results of our service are always uncertain;

4. notwithstanding our TOS, the service description page for the service which she ordered clearly states that we cannot be held responsible for the delays of third parties, the government records repositories. We provide typical delays of the facilities. See: [redacted] We also discuss delays in our Frequently Asked Questions, No.2,

at: [redacted]

5. signed a Request Pertaining to Military Records. In this document [redacted] appoints us as an Attorney in Fact, and "ratifies and confirms all of our actions" in regard to this order.

6. We assigned a researcher and submitted the Request Form (w/POA) to the federal records June **, 2013.

7.The records facility made his record available to us on July *,2013. We delivered the document which she requested the very day it became available to us, both as a digital download and in hardcopy. We shipped hardcopy to her via USPS Priority Mail, confirmation attached

8. A copy of the client's fully annotated case record is attached;

Since our service was provided within both our Terms of Service as well as the service description page, and we delivered her record to her both by USPS Priority Mail hardcopy as well as download, we have fulfilled entirely our obligation.

Sincerely yours,

Customer Service Manager