Vets office refusing to forward per records to new vet.

I'm curious if this is normal. The vet that my elderly parents used to go to passed away. They decided to switch to a closer vet that another family member recommended. The old vet's office (still operating with new staff) is refusing to send the records for his dogs to the new vet. They told dad if he wants the records, he can come pick them up. Is that normal? My dad is irritated, but chose not to argue and is just going to go pick them up Monday.