for the last half of 2018 we regularly got searches from Punctual, then starting in Jan. it slowed some, which isn't all that unusual; February got critical with only one search, and every time we inquired we were told nothing was wrong, it was just slow in the Counties we cover.  We cover multiple counties in two States, and were slower, but not THAT slow.  We were never given an indication that they did in-house searches, but after seeing your email, it appears that we were the test monkey until it was set up.... we had trouble getting prompt payment from them several times, but they always corrected it and made it right.  Now that they are going in-house with the volume of their work, and that does appear what is happening, our prices will go way up if all we are going to get are problem searches.... I would advise the same; we quit doing doc retrievals/requests some time ago for people who have gone completely in-house.... we will not be the 'gopher' for what they can't get IF we are not doing the search.  These people need to sleep in the bed they have made. 

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