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:06/20/2023

  Type:Order 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.

  This company hosts a service stating that they will retrieve records for you. Birth certificate ETC.What this company won't say is that you'll be sent a letter with instructions about what needs to be mailed to the state body to get these records. which you'll also have to pay for, (25 dollars for me) so basically the company charges you over 50 dollars to tell you how to retrieve your records. Wish I would have been thinking more clearly, but I was Stressed and was on a time crunch and did not research more options. Inconclusion this company is taking money from hardworking people to send you a letter in the mail about how to fix the problem. most states and the federal government have a retrieval tool online. please do not fall for this scam.

  Business Response

  Date: 06/21/2023

  We are so sorry this customer has had an issue with our service. However, we do not suggest in any way shape or form that we will retrieve a birth certificate for a customer. In fact, the service description is outlined in ******* clear detail, which I have copy/pasted below:

   

  Vital Record (birth/death) Request Assistance Services: 
  
  This birth certificate/vital record request assistance service has a few parts:
  1)Gathering and preparing the proper paperwork/application and materials for your specific birth certificate request. This will vary depending on the state/county of birth and type of request, and usually consists of preparing your state birth certificate application(s) or authorization form(s).
  2) Creating customized next steps for the client to complete any additional state requirements to obtain the birth certificate. This may vary by location of birth and the client's relationship to the subject of the record. 
  3) Preparing prepaid/pre-addressed mailing materials for submitting all items to the issuing vital records office
  4) Mailing all of the above to you in a filing packet.

  
  -We charge our fee for the above described service. Our processing fee DOES NOT include government agency fees. Our service is strictly for preparing the materials and items described above.
  -Government time frames for processing the actual vital record request are out of our control and completely unrelated to our service. If you have hesitations about government processing times, please do not use our service. Government processing estimates are just estimates.
  -After a person orders with us, additional items will be required. Generally this includes payment for state fees, a signed application, a photocopy of an ID, etc. We will send a document request package by regular US mail to make it easy to submit these items.
  -We do not offer refunds or cancellations because we process orders immediately. If you have hesitations regarding this policy, please do not use our service.
  -Our service is not "faster" or "cheaper" than ordering directly with the state. Our service is designed to be an incredibly convenient, time-saving and hassle saving process. If you are looking for a "cheap" option, the best option is to order directly through the state.

   

  This is the service description that the customer had to sign off and agree to before ordering.
  

• Initial Complaint

  Date:05/31/2023

  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.

  I paid $59.99 for a package that they never sent. The 800 number on my credit card statement sends you to their website which I have used since February and it promises to send the package by mail or email and that hasn't happened yet. So I would like my package sent to me please. The website does not work because it claims that one of your reps will contact me I. 24 hours to no avail.

  Business Response

  Date: 05/31/2023

  Our website works just fine. If you don't see our replies, that means they are going into your spam folder. We reply to all tickets within 24 hours. You can also request for ** to send another package through our website. Just follow the prompts here: ***************************************************

  If you are having issues with your email and have trouble using our ticketing system to request another package, feel free to email us at ********************************** We are happy to send another package.
  

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20123593
  
  I am rejecting this response because:
  
  Sincerely,
  
  Queenie Olumbo

• Initial Complaint

  Date:05/06/2023

  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.

  Beware of this website govfilingsonline.com, they are deceiving the public. It is my fault that I didn't research this company prior of placing my order. I ordered a birth certificate which cost $59.00 for the entire service, I received a letter from GA vital record asking for an additional $25. for the birth certificate. They have a NO CANCELLATION policy at the time of the request, in fact, below is a copy of the screenshot of the last page of t After I placed the order, I decided to cancel and that's when I realized this company was a scam. Their cancellation policy stated that, "Upon placing your order, you agreed to a very clear no cancellation policy. This policy was listed in a "check box" format that you had to agree to before ordering" which is false. Below is the note is the note of their cancellation policy. Worthless company. By checking this box I confirm I have read and understand the Terms and Conditions linked at the bottom of this page. I understand that Gov ******* Online is a private service, not affiliated with any government agency, and I have read and understand the full description of this service in the "Services Provided" link at the bottom of this page. I understand that this is a service to prepare my birth certificate application documents and other related materials, and I understand additional items, such a photo ID and separate government fees will be required in order to receive a birth certificate. GovFilingsOnline will assist in submitting these items. I understand orders are non-refundable and cannot be cancelled. Location of This Business *************************************************************** BBB File Opened:7/2/2019 Years in Business:9 Business Started:1/1/2014 Number of Employees:10 ******************* ***********************, CEO Contact Information Principal ***********************, CEO Customer Contact ***********************, CEO **************

  Business Response

  Date: 05/08/2023

  We apologize for any issues with our service. But I do need to clarify a few things:

   

  1) We are not a scam.

  2) The no refund policy is indeed outlined clearly during checkout, and you have to actively check a box agreeing to it.

  3) If you needed assistance, you could have simply contacted ** to ask for help rather than filing a BBB complaint. When you file a complaint with false accusations (such as this complaint) before even contacting **, it doesn't really even give ** a chance to help resolve the issue. That doesn't seem very fair if you ask me.

   

  If you'd like help, please send ** an email to ********************************** I sure wish you contacted ** before filing a complaint with false suggestions.
  

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20027616
  
  I am rejecting this response because:  I realized they I just got scammed, I  tried multiple times to reach out to your company, and to cancel the service  to no avail.  It took 3 days to response to my email.

  Your business is very misleading - this is *******, not *****, if your business is legit, you should have ********** for customers to contact you.

  At this point, I just want my money back. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/09/2023

  We do not in any way appreciate your anti-Chinese rhetoric. We also do not appreciate your completely made up false suggestions or allegations. We replied to your support inquiries. We are not a scam. The refund policy was ******* clear, and the service description was ******* *************** you would like ** to make an exception to the clear policies and offer a refund, we first need a genuine apology from you for your anti Chinese rhetoric, and for your unreasonable and false accusations in this complaint.

  If you can apologize for the above, we are happy to make an exception to the clear policies you agreed to and issue a refund.
  

• Initial Complaint

  Date:09/10/2022

  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.

  I placed an order for my birth certificate and passport on February 15 2022 I was charged $98.95. I have not received anything in the mail and every time you try to get in contact with them you cant. If you call them **************** )an automated system tells you to go on the website which gives you nothing, its just a revolving door of nothing with no end help or support . I have left several voicemails with no call back I have done this twice a month since may 2022

  Business Response

  Date: 09/12/2022

  We do not offer phone support, but you can contact us through our website anytime, and will reply by email. Please simply contact us through our website, or email us at ********************************** We are happy any eager to help if you contact us through the website or by email.

   

  Thank you,