Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I both needed a birth certificate replacement for a real estate deal ******. Upon searching the net for the quickest way we both put in for a replacement at Vital Certificates. They claimed quick results and to be sure of quick results we paid extra for their quickest delivery. After a couple of weeks I made 5 email and 5 calls over the next couple of weeks to check our status. Both their email and phone methods say they will get back to you within 24 hours. I heard nothing from them as the respond to nothing. I got very frustrated and called **** records directly. They showed about 3-4 weeks before they could get to it on line. After talking to them I stressed the importance of needing it quickly. They asked me to send them proof of when I was going to ****** and then they processed my application. Within an hour I received a digital copy and the original was sent express mail. Both were done for a total of $65 each. We had given Vital Certificates $115 each to speed up the process and got no communications or birth certificates. There is no place to ask for a refund on line and it is a waste of time making a phone call or sending another email. DO NOT ever use Vital Certificates. My regret is I bought into their advertising and did not check these reviews on the BBB. I want a full refund and this company should be charged for *****
  

  Business Response

  Date: 24/04/2024

  Dear BBB, 

  We have checked on the request for ******* and see that the certificate was ordered February 2, 2024. We are a third party that assists clients in obtaining documents and we state on our website that all times are approximations and we cannot guarantee timeframes. Further, we see that the client paid for 24 hour rush service which includes having the order submitted within 24 hours. We received the order on February 1st, 2024. The 24 hour rush service was completed. 

  We also state on our website that clients can obtain documents faster or at a lesser cost through the government agency where the event occurred. The client's certificate was mailed to them on March 22, 2024 and therefore no refund can be provided as our service has been completed.

  Further, as the client did not provide the name of his wife we are not able to check on the status of this order. 

  Customer Answer

  Date: 24/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  the ones that were sent to me both via email and mail were the ones that I initiated on Feb 22nd. I have attached the emails from **** ***. They were not from anything that was done by vital certificates. Their claim to be a result of their work is bogus. For a company that claims a response from emails and calls within 24 hours and never responds, taking responsibility for my wifes and my birth certificate is very unprofessional. I have not received two of each. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 30/04/2024

  Dear BBB, 

  We see why the client had not received the certificates as they were returned to sender marked as unclaimed. Attached to this message is scans of the birth certificates as well. 

  If the client wants we can attempt to mail the certificates again; however, they would need to provide an updated mailing address. 

  As stated previously. Our part of the service was completed and no refund will be issued. 

   

  Customer Answer

  Date: 30/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  First off the birth certificates were issued on Feb 20th. They were returned on April 23, 2024. Where were they during this 2 month gap. Sitting in their office ignored? As of April 2, 2023 I was no longer at that address and that is why they returned. The ones I ordered from **** myself were mailed and I had the hard copy within a week. If you call that gap doing your duty perhaps you need to go to business school to learn about customer satisfaction. As for the birth certificates go ahead and burn them. They are far too late  for my requirements. I still am still requesting a refund. This is all a result of your blatant lack of communications. You should change your both your phone and email messages to say that we will never respond to you instead of within 34 hours. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:25/03/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 24, 2024, I placed an order for a birth certificate and the order went through for $180.77, Order Number: ********************. The email said it will take 15-20 business days to receive the certificate. It has been over 20 business days and I have not received anything. I have tried contacting the business numerous ways (by email, through their Contact Us form on their website, and by phone number). They have failed to reply to any of my attempts at contacting them. I have yet to receive an update to the status of my order.
  

  Business Response

  Date: 27/03/2024

  Dear BBB, 

  We have done an online status update for this clients order and see that processing was completed by the applicable government agency on March 19, 2024. According to the government agency, delivery takes approximately 3-5 business days. 

  The timeframes listed on our website are approximations and not guarantees and we cannot control how fast the government processes applications and ships them out. 

  The client should have the certificate at this time. 

  Customer Answer

  Date: 27/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I have received the birth certificate, I would advise the business to update some of the claims on their website. For example, they said that they would respond within 1 business day on their website's Contact Us form, but they have not responded to my inquiry still. I have also attempted to call the business a number of times and did not receive a call back. Ultimately, this is very poor service to not have any contact with your customers whatsoever for very important, confidential information and requests. I urge the business to do better.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:21/02/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitted an online request Dec 1/23 received a conformation email. Credit card was charged Dec 12/23. Started attempting contact via email and phone message second week in January 2024 requesting status update. Have never received a reply to either email or multiple phone messages. It is now Feb 18/24 and it has far surpassed suggested timelines listed on website. As well as the company will not respond to my requests for information or request for refund.

  Business Response

  Date: 11/03/2024

  Dear BBB,

  We apologize for the delay in responding to this complaint and to the client. Our office is operating with minimal staff and working through a backlog of applications. 

  We have done a status update on the client's certificate and see it was mailed via regular mail to the address we have on file on February 13, 2024. The client should have received it by now.

  Customer Answer

  Date: 11/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:14/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed a birth certificate to renew my license. I ordered for ************ health and also Vital Certificates as I was in desperate need of my birth certificate. Vital statistics guaranteed delivery of birth certificate between 15 to 25 business days. It is now over the 25 business days and I have not received the birth certicate even after paying for a rush order. They send me the same email communication of just copying and pasting. They will not issue me a refund or communicate properly about the order. This fraudalent behaviour as they have basically ran away with $120 and left me in an even more desperate situation trying to obtain my birth certificate.

  Business Response

  Date: 17/07/2023

  Dear BBB, 

  We have done a status update on the clients order and see that ************ Vital Statistics has completed the processing on July 7, 2023. The Vital Statistics offices have been running behind with certificate orders and the time frames listed on our website are approximations, not guarantees. 

  Once the certificate has been received in our office, we will mail it to the client via regular mail. 

  At this time a refund will not be issued as our portion of the service has been completed. 

• Initial Complaint

  Date:06/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Vital certificates $100.00 to order my son's Birth certificate.I paid then on Oct 3 2022 . I received no certificate. I called ******** Vital statics , they had no record of a order being placed on my behalf.I wrote like 5 emails to Vital certificates , they said call ******** vital statistics.I siad its been 6 months ,im out of patience with this,I want a refund from Vital Certificates. I tried calling there online number all is does it ring for 40 mins ,till you hang up. I sent email after email asking for my money back. The last email they sent to me today was no I was not getting a refund and this was their last correspondence with me . **** *** ****** * they should not be allowed to do business because they did nothing for the 100 I paid them .I told them I will tell everyone I know not to use this ,as it does not do with it says.It has been 6 months .I have received nothing . I have no gone online to ******** vital statistics and paid them for a birth certificate for my son ,I used the website with the Buffalo this time ,So I know its a honest site . I will never make the mistake again of ordering anything from this ******* ******* . sincerely ************************* ********* ******

  Business Response

  Date: 06/04/2023

  Dear BBB,
  Our company is ************ who provide this service and we are sorry to hear that we did not meet this customer's expectations.
  Ordering a ********************** certificate through our secure online ordering service is quick, easy and can be done within minutes, saving our customers a trip to the government offices. We also provide expert assistance and a thorough review of all pertinent information to ensure compliance, minimizing the chance that an application will be rejected.
  We take several measures to ensure the public is aware that we are a private company which assists in the application process of acquiring vital records.Our Terms of Service outlines that the information provided to us is collected,used and disclosed solely for the purpose of requesting the documents which is required from the respective government agencies. The personal information will only be submitted to the agency to which the client directly authorizes us to do so at the time their application is submitted.
  We also let the public know that vital certificates and forms may be ordered from the relevant government agency for free or a lesser cost. We place this in the Disclaimer on every page of our website prior to reaching the ordering screen, so the public can review this information and make an informed decision.
  When the client applies with our company, they must complete the Verify Order section. Within this section, the client must agree to all the provisions we have outlined and type their name in agreement that they have read and agree to the terms.
  As our Cancellation Refund Policy states, we are a service oriented business committed to the highest quality in customer service. We typically do not provide refunds or cancel an order for any of our services as all vital record orders are reviewed and processed upon receipt.
  We received the clients order on October 3, 2023. The order was faxed to ******** Vital Statistics on October 4, 2023 and we received a successful fax transmission.
  At this point, our part of the service is completed, and no refund can be provided.

• Initial Complaint

  Date:30/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ********************. I recently moved to Alberta and needed a new copy of my birth certificate to get a Alberta identification card. I used vital certificates because they offered a rush delivery service. The order was made December 13th and they said I would receive it within 5 to 10 business days. The total cost of my order was $210 and I have sent several emails to get an update of the order with no response and their phone number has been disconnected. For me to be able to go to work is depending on me receiving my birth certificate. I would greatly appreciate that company to either deliver what I paid for or refund the money so I can go somewhere that finishes the job.

  Customer Answer

  Date: 30/12/2022

  Attached is a screenshot confirming the receipt of my order. I did respond to that email with their requested information as well as several additional emails requesting an update on my order.

  Business Response

  Date: 10/01/2023

  Dear BBB,

  
  

  Upon checking the clients order we see that we emailed the client on December 15, 2022 to provide a status update. 

  
  

  If the client has not yet received their certificate they will be required to contact the Ontario Office of the Registrar General themselves as they may have reached out to the client to obtain further information. 

  
  

  As per our Refund policy, no refund will be provided. 

  Customer Answer

  Date: 11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: the money was paid to receive the certificate within a certain time frame. The request was for the certificate to be delivered by Courier so the business should have a tracking number to provide to me. If the business cannot provide a tracking number to prove that they actually have submitted the form, then they have stolen my money. If I reach out to Viral Stats Ontario I will be required to pay additional money for a replacement certificate. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 16/01/2023

  Dear BBB,

   

  Certificates are not printed and shipped from our office. Vital Statistics is where all records are kept so they are the only ones that may print and ship records. As the application was forwarded to the Ontario Office of the Registrar General, the client will be required to contact them to obtain a status update for this request. If the client would like we can provide their order number so that they may provide that when they contact the Ontario Office of the Registrar General.