I had a heck of a time getting my mom's records to...

I had a heck of a time getting my mom's records to the older adult assessment program, which was needed ASAP. My mom was falling and therefore not getting out of bed and therefore falling when she got up because of muscle atrophy. Finally after begging forever, she was ready to accept help and work to improve her health. Time was of the essence to keep her motivated. It took 6 business days because of inefficiencies at the place were the records were from, going to, but mostly from health mark. I faxed the records request from the local library and received confirmation email. After calling daily for 6 straight business days, health mark didn't have my request but continued to tell me wait until it was loaded into the system. On the 5th business day, I got a hold of Taylor Johnson, who didn't see the request. I requested her email address for me to eBay her and she gave it, partially spelling. I thought she said health mart. I was crazed when it bounced back not deliverable. I called was on hold and originally caller number 20 but when I was the next caller, I was placed in voicemail. In the message I asked for the supervisor. That was 1030 am I wasn't called by a supervisor. I googled the company and saw it was health mark. I emailed the new address ans no bounce back. The next day at 445 pm I called and was told they had my request but it would take up to 48 hours. I requested it be expedited asap to Theresa and requested to speak to her supervisor. She said it was 455. I said that wasn't my concern I wanted her records sent today. I was placed on hold at 5 pm she said she was transferring me to the supervisor, only I was placed into random voicemail (I requested the supervisor's supervisor but no supervisor returned my call) However around 6 pm I got a call from Heaven Jackson who stated she wasn't a manager but said she heard my message and asked how she could help me. She saw my mom's request for records and worked overtime to get it to the processor, who also worked overtime. I'm sorry I don't know their name. Heaven kept me updated via email. The older adult assessment program originally said to send her records but when the file was too big to fax and then specified the last 6 months was fine. UGH. Heaven said she could make the file downloadable. The older adult office claimed they couldn't download the file. They could only receive my fax or mail or hand delivery. I started the entire process again asking for 6 months but Heaven emailed me and said the facility had downloaded the files. I was shocked but when i called them they had the records. What a NIGHTMARE. Imagine my poor elderly disabled mom on her own without a relentless daughter trying to follow the bureaucracy. She would never have been helped because she doesn't have email, gets confused, and wouldn't ask for supervisor. Thank you for having Heaven as an employee. She has customer service skills that few have. She went above abs beyond. And thr nameless processor. I'd give you zero stars if it weren't for them. Unacceptable to request a supervisor and not get one - twice.