Touchstone Research Group

Review: I paid over 100.00 online for a rapid dd214. I received a phone call from a rep named [redacted] to expedite my transaction. He told me that it would be available to around 5pm that day. The product was never produced. in fact when I call [redacted], the number he called me from. it immediately hangs up. Then I called the 800number to the business and when I told them who I was and what I was calling for, the phone call drops and a rep is not available for the duration of the day. Finally I decided to call blocked. and the phone call went through to a voicemail. I believe they are fraudulent and I want to press charges. after now reading some of the complaints. the are similar to mine. ad business. I want someone held accountable. I have requested my money back in writing and still no response

Business

Response:

To Whom it May Concern,

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 Septemeber **, 2013;

7. The records facility made his record available to us on Septemeber **, 2013 (2 busines. days 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 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: -- On 1/**/15, my husband ,[redacted] placed an order for a DD214, order #[redacted]. The order was for a "Same Day Download & Hard Copy = $119.00". We also added "[redacted] Standard Overnight service at $76.45" for the hard copy. For a total of $195.45. (I have a screenshot of the order)

-- On 1/**/15, I was in contact with [redacted]/Touchstone [redacted], as I noticed our [redacted] account was charged twice. [redacted] stated in email "I see where [redacted] was inadvertently charged twice. We will get the extra charge refunded....Concerning delivery of your documents, the order was placed after 10am on 1/** so your request has been forwarded to a researcher assigned to your case...unless there is a delay at the facility where your records are held, you should receive the order by tomorrow evening (1/**/15)". (I have a copy of email).

-- We did not receive our order on 1/**, so I put in multiple customer support tickets to get a status of our order because we ordered and paid for the the "Same Day Download Service" on 1/**/15. No response to our customer support tickets or phone calls other than a ticket was logged.

-- On 2/*/15, we received an email about our order stating "You've set up your account and placed your order. Thank you. But, we have yet to receive your payment..so your order has not been processed." (I have a copy of the email).

-- On 2/*/15, we received an email stating "Unfortunately, NPRC - the records facility where your record is located is having significant delays of US Navy records due to staffing reorganization..I've resent your information to the researcher." (I have copy of email)

-- Our complaint is Touchstone sold us "same day download service" knowing they could not deliver on the service being that the facility was in the middle of a reorganization and was having delays. In addition, our order was NEVER processed until 2/*/15 because they said we didn't pay (even though I confirmed payment with [redacted] on 1/**/15). They made a mistake on our order, AND, they sell products they know they can't deliver.

-- We have asked numerous times to cancel our order because we never received our order, and as of 2/**/15 we still have not received our order. How can they sell SAME DAY DOWNLOAD and [redacted] OVERNIGHT SERVICE when they know they can't deliver this! In my opinion, this is FRAUDULENT! In their disclaimers, they say they have no control over the government records office, so then how can they sell Same Day Download Service? AND, they mishandled our order -- screwed it up so that they didn't even process it until 2/*/15 because of their errors. I have emails and screenshots of everything backing up all my claim and interaction with them. We have asked that our order be cancelled, and we have asked for a refund, and have received NO response from them. The last correspondence we have from them is from 1/**/15 on our account on their website saying the order is in process. We have logged 9 tickets and made numerous phone calls, and nothing but them telling us we didn't pay for our order so they didn't process 2/*/15, and then the next excuse is the facility is slow due to reorganization 2/*/15.

-- As of 2/**/15 no update AND haven't received our order. REFUND IS DUE!Desired Settlement: Please credit our [redacted] account in the amount of $195.45.

We feel it is inappropriate to sell a service Touchstone knowingly cannot deliver,(Same Day Download $119 and [redacted] Overnight $75), especially because they know the vendor is in a reorganization -- in addition, they didn't even process our order because they made a mistake saying we never paid. We paid on 1/**/15. They told us on 2/*/15 we didn't pay so they didn't process. We asked to cancel over and over and get a refund. Then on 2/*/15 they said the vendor is slow, and not their fault. Basically, they are fraudulent, and we still have not received anything from them, even though we contact them daily. Thank you for issuing a refund. [redacted] ###-###-####

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.)

We did receive our order, finally weeks after we placed our order, but we are still not happy with the service that Touchstone Research Group LLC sold. Touchstone sold us "[redacted] overnight and same day download service" of our DD214, although it took weeks to receive a copy of our DD214. This was after many complaints and support tickets logged to Touchstone Research. They originally indicated that we did not pay for our order (which we did pay for it), therefore they didn't process our order which caused the delay, and then they indicated that the vendor was having delays because of reorganization -- but they still sold the [redacted] overnight and same day download service and would not cancel our order or refund the $75 [redacted] overnight fee. The advertising of their services is misleading, and they indicate the "fine print" in the FAQ explains there might be delays. They should not sell "[redacted] overnight ($75) and same day download service" if they cannot provide this.We received our order, although we cannot recommend Touchstone Research Group LLC because of their misleading sales tactics. Sincerely,[redacted]

I desperately needed my DD-214 for a VA Home Loan I was getting so that I could buy a home. Touchstone Research Group claims to be the fastest way to obtain copies of military records so I entrusted them to do my records search.

I paid extra for their 24 hour digital delivery option so that I could get my records as soon as possible and have not received them and it has been over 72 hours since my order has been in processing. I still haven't gotten the paperwork that I had asked for and it is well outside of the 24 hour time frame that their company claims they can deliver their services in.

If you or anyone you know needs to get a DD2-14 or other military records I would personally advise anyone not to use Touchstone Research Group's services. They have proven to not be any faster than the NPRC, or the VA which are both free services.

I ordered my DD-214 in an expedited service through Touchstone Research Group. I had the digital copy in my account within 24 hours.

Review: My husband ordered his DD214 from this group and now this group has all his personal information which could lead to identity theft. They took our money on March ** and never sent us our documents. We would like our money returnedDesired Settlement: Refund the amount of $96.85

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,

Review: I ordered a DD214 Express Service for $89.00. I have not received my document and I can not get anyone on the phone or e-mail to respond.Desired Settlement: I want my money back. I have no income coming in and I need this document in order to apply for SS

Business

Response:

[redacted]

1. requested that we research his military separation records; he purchased a service, not a product, not merchandise which can be re-shelved; we cannot restock and resell our research time and effort.

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 out 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 our client appoints us as an Attorney in Fact, and “ratifies and confirms all of our actions” in regard to this order. Her Request Form is attached, POA at bottom;

6.We immediately commenced our research. We assigned a researcher and submitted her Request Form(w/POA) to the Federal records facility June **,2013;

7. We submitted [redacted]'s request fomr immediately upon receipt to the appropriate Federal Records Facility. To date we have received a response from that facility and have contacted our researcher to contact them in regards to an update on [redacted]'s case.

8. In case such as [redacted] we utilize much more work and man hours to locate and deliver the records. However we do gusrantee no one can get the records faster. We will notify [redacted] immediately via his email provided with any further updates and/or his records as soon as they come in.

Nevertheless, since our service was provided within both our Terms of Service as well as the service description page, and FAQ,, we have fulfilled entirely our obligation. Any delay – beyond our control – or his receipt of his record directly from the facility does not negate the service which we have indeed performed.

Sincerely yours,

Customer Service Manager Touchstone Research Group LLC.

Review: I have paid for a computer generated copy and a hard copy of my Air Force DD214. As of this time I have gotten the computer copy and now I can't get that anymore even though it says it expires in April? But have not received my hard copy. Which I paid extra for to be mail to me in 2 to 4 days. It has been over a month and have not received anything. I have tried to contact a live person on the phone without success. I have sent numerous emails too. they tell me they will look into it and then the email contacts have stopped. Please help Thanks [redacted]Desired Settlement: I would like my hard copy and a refunded because they didn't deliver the product.

Consumer

Response:

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

I have received my hard copy. The only problem is that it took longer than they promised

Sincerely,

Review: I submitted an EXPRESS order for a copy of my father's dd214 on Oct **, 2013. It is now Oct **, 2013 and have not received the copy of the dd214. I tried contacting Touchstone by phone and was continually put on hold or forwarded to an answering machine. I also sent numerous emails with no response. Since this was an express service, the dd214 should've been expedited to me days ago or at least I should've been contacted if there were issues regarding this order.Desired Settlement: Full refund to my credit card

Business

Response:

Dear [redacted],

[redacted]:

I. requested that we research her father's military separation documents; she purchased a service, not a product, NOT merchandise; we cannot re-shelve and resell our time and effort in researching [redacted]'s case;

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; 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]

We submitted [redacted]'s Request pertaining to military records on October **, 2013. We submitted his request directly to the facility at NPRC St. Louis. Frequently

The records facility will return the requested document direct to the client noting the urgency of a funeral request, as a result of OUR submission. Were you able to get the funeral honors that [redacted] deserved? can provide a copy of the received seperation documents to us we

can investigate the matter further.

You can fax these documents to ###-###-####, or e-mail them to: c[redacted] In the interim I have requested an update from the funeral processing Department at the NPRC to discover any further needed information to

obtain [redacted]'s Documents.

We will provide him with additional information once it becomes available.

We actually put in more work into difficult cases such as [redacted]’s than cases where the record is exactly

where it should be. We will provide him with his record once it becomes available. Nevertheless, our service was provided within both our Terms of Service as well as the service description page.

Sincerely yours,

Review: They stated that they would provide me with a DD214 within 3 days for a price on$100.00. They took my money and then never produced a DD214. They will not respond to phone nor email.Desired Settlement: Money back.

Business

Response:

Dear [redacted]

**.[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 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] 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 June **, 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 his record to him 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:

I have not received a copy of my DD214 as of yet. I have not received any electronic copy nor has UPS delivered anything to my address. In their response they say they have sent it but the copy has not arrived.

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

Sincerely,

Business

Response:

Dear Sir or Madam,

Our client [redacted] claims that "goods or service not received." In order to refresh his memory, we state:

USPS tracking information attached. Record was delivered to the address we have on file:[redacted].

Since [redacted] had not as of yet downloaded his digital copies from his Touchstone account, we have re-uploaded his copies a normally 39.95 archival fee free of charge see instructions below.

Usernames are cAsE SensItIvE, a mix of BIG and small letters that much match exactly. A copy and paste will usually correct any errors.

Your username is your e-mail address including the @domain.com part, all lower case. If you've forgotten your password, you can use the forgotten password feature and our system will send you a new password.

In order to download your record, go to:

Log into your account.

At Previous Orders, click View order.

On your Invoice page, you'll see a section Download Links.

Click Your Separation Documents, and your record should open on your computer. The The document is a PDF file and requires Adobe Reader. Adobe reader is usually preloaded on any computer.

If you do not have Adoe Reader, that software is free on the Internet and can be acquired at [redacted].

Once opened, click first the Disk icon at the top of the page to Save the image to your computer (remember where on your computer you save PDF files), And then click the printer icon to print a hard copy.

If you receive an error along the lines: file is damaged and irreparable, you are most likely using an older version of Adobe Reader and should upgrade. See Adobe Reader link above.

If all else fails, we can fax you a copy and, of course, [redacted] should have already received his hardcopies.

Therefore, since [redacted]'s order has been delivered to him under our terms of service, FAQ, and service description pages, we have entirely fulfilled our obligations. We are, therefore, requesting a chargeback reversal.

Sincerely yours,

I ordered and paid for my Dad’s DD[redacted] on Oct **. It was delivered on Dec *. That’s about 27 business days; way beyond the advertised seven business days. I guess I fell in the 5% of clients that don’t get their DD[redacted] within seven business days. I accept that, but 27 days? That’s significantly late.
Also, on the form I indicated we needed the DD[redacted] so we could arrange for Military Honors at my dad’s memorial service, scheduled for December **. The DD[redacted] did not arrive in time. Fortunately I found an alternative form from the VA that worked for securing military honors. I was disappointed Touchstone Research didn’t connect me to say, ‘sorry, we know this is taking way longer than advertised, we are doing are best’. I had to contact them, and when I did, I got no useful information or an ETA on when I could expect the DD[redacted].
Also, as part of ordering I had to upload my dad’s death certificate. Day’s later I received an email asking me for proof of death. So either they lost it or didn’t notice that I’d already provided it.
Touchstone asked for a review. I sent the review above. This was their response.
[redacted]”
I assume this is a canned response. Notice they didn’t address their error when the wasted days by not recognizing that I had submitted the death certificate.

Review: Placed order for [redacted] form on 05/**/2015 - no confirmation; no response to emails or phone messages for status update. Unable to access on-line account.Desired Settlement: Deliver the requested documents

Consumer

Response:

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

Review: On 6/*/13 I paid $97.25 to get expedited delivery of my DD-214. The gentleman who took my order said the document would arrive in 7 days through USPS. An email confirming my order was then sent which I e-signed. My application was listed on the website as "processing". I explained that I needed it for an application for a professional state license. The 'researcher' assigned to me, per the website, was a [redacted].. On 7/*/13 I called the company again as I had not received anything nor had I heard from them. I spoke with '[redacted]' who said he would email my researcher and get back to me when he heard from her by the end of the day. I asked him to email me with the response. Instead he just put a paragraph on my account page stating that they would contact me once they heard from the facility ( by that I assume they want the VA). Since then I have called at least 10 times and never reached a live person. I have left messages and emailed twice with no response over the past 2 days. I need this DD 214 to complete my application for licensure. Please help! ThanksDesired Settlement: To order from the VA would take at least 6 weeks. I do not have that time. If they absolutely can not secure the DD 214 then I need a full refund!

Business

Response:

Dear [redacted],

1. Requested that we research her 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 June *, 2013;

7. The records facility made his record available to us on July **, 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, 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

Touchstone Research Group LLC.

Review: On Nov **, 2015 I placed an order with this company for my [redacted] papers. My credit card was charged that day for $155.63. This included [redacted], Same Day Download & Hard Copy (+$30), and [redacted] 2 Day Shipping. I have not received any information from this company as of today, 12/**/15 and have emailed them and called and left messages with no response. When you call the phone number listed for this company there is no one to answer. This company is a scam! I demand a refund.Desired Settlement: For others to not fall for this scam of a company and for a refund of the service that was not provided!

Consumer

Response:

Touchstone Research Group has contacted me and sent the information that I requested and payed for.

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: On April **, my husband requested a copy of his DD214 for a home loan. We were told at that time, that it would be emailed to us, and we would receive the hard copy by Thursday or Friday at the latest. With it being Easter weekend, we waited until Tuesday the **to contact them thinking that they did not work over the weekend. We have emailed twice, and called numerous times. At this point I am not even sure how many times. They have already charged our credit card, which I guess I will dispute. As I stated in all of the messages, we just wanted to know if there was anything they needed from us that was causing the delay. If they couldn't help us, I asked for them to let us know so we could find someone who would. Apparently you can not have more than one research company looking for a document at a time...which is no help because they aren't looking either.Desired Settlement: If they cannot provide us with the document that we have requested, I want them to cancel our order, so that I may have someone else do it.

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,

This company is a complete scam! I paid over $130 for them to provide me a copy of my DD214, same day service. I was not contacted by touchstone other than asking for a copy of my ID. I had to email and threaten negative reviews to even get a response. There is no phone number available that someone actually answers a phone. The customer service is not service at all. They ignore your emails, and give you vague responses. Refund was requested and not given. Not even an apology. Not only did it take weeks to receive, once received it wasn't EVEN A REAL COPY OF MY DD214. BEWARE! if you need a copy of your DD214, go directly to the National records, at archives.gov. You will not only receive what you need faster, but you will actually receive the real, certified copy, of what you need. Do NOT fall for this company. they are a scam and should be closed down.

Review: Paid for DD214 express service and never received. Total spent was $123.60. They have never responded to any communication.Desired Settlement: Fortunately I was able to get what I needed through my own diligence with the National Archives, willing to forget about this complaint if I am refunded.

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.

I still feel due to late nature of resolution that wrongful actions on their part were done due to the fact of time sensitive resolution was what I had paid for. Furthermore since I had to obtain the document in question by my own means, false advertisement comes to my mind.

Sincerely,

Review: I paid $119 for express delivery of a DD Form 214 which was required in 48 hours. It has been over a week, and repeated calls and emails and tracking inquiries have gone unanswered. This company is a sham. .Desired Settlement: I still need the request form DD-214

I paid for an expedited delivery and should recieve a refund.

I want them to stop ripping off veterans.

Review: On Thursday, 7/**/14, having a critical need for my military records (DD-214), I placed an order through this company for their 'DD214 Express Service with Same Day Download" for $127.60. Four days later, the file still has never been sent, no records show that the file was even retrieved, and inquiry emails have not been answered. Phone calls consistently are routed through an IVR system, always ending up in a voicemail queueDesired Settlement: I simply want the DD-214 to be sent.

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: Requested an express copy of DD214, Touchstone promised express delivery of DD214 in 2 days to me via e-mail via PDF format. I have called to check on the DD214 and have been hung-up on and continuously transferred (when asked not to be transfered) to a line that no one ever answers. Touchstone was very quick to take my order and process my credit card however they don't want to deliver the product.Desired Settlement: Full refund of $104.85

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 helped my friend [redacted] order his DD214 military form through this company on July **. If you go to their website of [redacted], they say you can download the form immediately for a fee of something like $118, yet when he paid via Paypal, somehow it included another form and charged him for priority mail of the certificate and an ID card for $129. He did NOT receive the certificate at all within the time that they swore it would arrive and when he called around the 17th, they said that they did not receive the form yet from the military records as yet so there was not any way he could download it or even get it mailed. I have a copy of their reply saved in my computer and if I can attach it to this complaint, I definitely will. If I cannot download, please contact me via phone at ###-###-####, or via email at [redacted] and tell me how I can forward it to you. This sounds highly illegal to me to advertise instant download and then take weeks to receive it. He could have ordered it direct from the military himself to be mailed and pay less than $10 and probably would have had it by now and NOT been taken for $129. I told him he should just cancel the order through them entirely and force them to refund his money, but he said he will wait until he receives the certificate first and then complain. I think it's ridiculous to let them use that much of someone's money for weeks and then probably they will swear that they cannot give a refund.Desired Settlement: These people seem to be doing illegal advertising which is against the law. They need to be fined by the state or the entire government and forced to shut down their website!

Business

Response:

[redacted]:

I. purchased a service, not a product;

2. affirmatively accepted our Terms of Service at http:[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 Questionnaire required by the NPRC A required document for a record reconstruction in cases of fire effected records.

See: [redacted] Without his signed authorization, we cannot act.

We remain ready, willing and able to further pursue his record location once he completes signs the questionnaire form. The form is available at:

[redacted] This form will allow the record facility to identify alternate locations for supporting documentation that will allow for a recreated document called

a Certification of Military Service. The Certification of Military Service (NA Form 13038) is a legally valid equivalent and a

perfect legal substitute for DD214 - for all purposes.In the Request Form that you signed, you asked for a DD214 "or equivalent." That is precisely what they will work towards with the completion of the Questionnaire.

Sincerely yours,

Client Services Supervisor, Touchstone Research Group LLC.

Dear Sir or Madam:

We have been attempting to verify the veteran's military service from the information that has been provided. We have conducted extensive searches of every records source and alternate records source at this Center; however, we have been unable to locate any information that would help us verify the veteran's military service.

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:

DID YOU GO TO THE WEBSITE THAT I TOLD YOU IN THE LAST EMAIL RESPONSE? IF YOU DID, YOU WILL SEE THAT THEY SAY YOU PAY FOR AN IMMEDIATE DOWNLOAD. IT HAS NOW BEEN WEEKS AND THEY STILL SWEAR HE DIDN'T PROVIDE THE REQUEST FORM WHEN IT IS OBVIOUS THAT IT IS ATTACHED. YOU DEFINITELY NEED TO REPORT THAT THEY DO FALSE ADVERTIZING.

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

Sincerely,

Business

Response:

Dear [redacted],

[redacted]:

I. requested that we research his military separation documents; he purchased a service, not a product, NOT merchandise; we cannot re-shelve and resell our time and effort in researching [redacted]'s case;

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; 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]

With records from this time period there are numerous issues that can effect the time frame needed to obtain the documentation. For Army and Air Force pre 1960 there are issues caused by the fire at the NPRC in 1973, for all other branches of service the archival records are still maintained on microfiche and take additional time to locate. The questionnaire which we have received from [redacted] will assist us, due to incomplete information originally, to locate his records.

We have also refunded [redacted]'s VetRec card cost from his order but will as a courtesy include it in his delivered service. The purchase price of 99.00 is for a 3 day service, our processing time, the delivery is subject, as all research, to third party delays which we cannot be held responsible for as noted in our FAQ (link above)

We will notufy [redacted] of any additional updates and/or records as soon as they come in.

I've asked our researcher assigned to his case for an update. We will provide him with additional information once it becomes available. We actually put in more work into difficult cases such as [redacted]'s than cases where the record is exactly where it should be. We will provide him with his record once it becomes available. Nevertheless, our service was provided within both our Terms of Service as well as the service description page.

Sincerely yours,