Complaint Review: Touchstone Research NY NY - New York New York

I just Googled Your Company Because I Was going to write another email to your customer service .

I have now written 4  emails And left numerous voicemails to touchtone research. Its funny how right under your advertisment the next 20 links are about scams and ripoff reports from your company . Ive waited a month and will also be reporting your company to the BBB and my bank for fraud . Ive recieved no dd214 and this has caused me great delay in getting my VA Loan.

Touchtone Research is FUBAR

I too am having the same issues with this company.  I ordered a DD-214 which I expected to have by now.  Still my request is listed as pending and Touchstone has not replied to any of my emails.  They have not returned my voicemail message and when I did get through to someone they hung up on me as soon as I told them I was calling to inquire as to the status of my request.

I'm going to give Touchstone until tomorrow to produce the DD-214 that I paid for.  If I don't have it to morrow I will be driving 833 miles to St Louis to get it myself because I desperately need it.

Once I do that I will be leaving a new complaint about them on Ripoffreport.com and I will include my real name and order number so they can't claim that I'm a competitor as I've seen them do on other posts.

I understand that they might not be able to get the documents the same day or the next day but there is no excuse to hang up on people and to ignore their inquiries.  Their attitude and horrific customer service is totally unacceptable!  I've never had a company that I spent any amount of money with hang up on me and then not accept my calls after that.  

Let's review the data.

BBB (the only reliable source you've cited) reports 45 complaints in 3 years. That's about 1.5 complaints a month. We have done well over 25,000 requests in that 3 year period. We process more requests per day, week, month, year than all of our competitors combined! That's a complaint ratio of .18%, that's point one eight percent, a fraction of a percent, not quite two-in-a-thousand - by any standard excellent service. We're a service business. Find the best piece of merchandise that you can evaluate from personal experience on Amazon, and you'll find complaints. It's how the business responds to its complaints that
counts. And, if you review the BBB data closely, ALL complaints there were addressed, resolved, and closed.

Now, as to the other sites you mention, we have attempted to respond to those - but the overwhelming majority (what are there, less than 20?) are anonymous. We encourage anyone with a legitimate complaint to go to a third party mediator, such as BBB or BuySafe (we are also bonded and insured) - who will document the validity of any complaint.

Anonymous complaints on such boards as Ripoff Report are not infrequently deliberate reputation attacks by unscrupulous, envious competitors - unfortunately a not uncommon strategy to post bogus complaints for commercial advantage. As the largest business in this niche industry, we become a target.

We are very Net savvy and could easily implement the same type of strategy - it's so easy to do - anonymous postings against our competitors, but have not done so because such actions only sully the reputation of our industry as a whole. It's an unenlightened approach to competition and industry growth.

We compete on service. Our reputation is stellar. We have hundreds of legitimate, verifiable positive reviews on our service posted on our website, from many, many E-1s, to even one or two O-8s and every pay grade in between.

I hope this clarifies the situation.