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Business Profile

Record Storage

Vital Records Control

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Record Storage.

Complaints

This profile includes complaints for Vital Records Control's headquarters and its corporate-owned locations. To view all corporate locations, see

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Vital Records Control has 5 locations, listed below.

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    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2024

      Type:Order Issues
      Status:
      Unanswered
      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.
      In 2023, without our knowledge or consent, Vital Records Control (VRC) took possession of the archive documents we had stored with Corporate Records Management (CRM), with whom we had a valid 2-year contract, dated 01/25/2021, which automatically renews for one-year terms, absent a 60-day notice of non-renewal. We have never given such notice, so we believe that contract remains effective. We do not have a contract in place with VRC.On 5/31/23, VRC began invoicing us for storing our records. It was only after our inquiry that VRC acknowledged it had taken custody of our stored records. Soon thereafter, VRC began charging us for BOTH an increase in storage cost per cubic foot (CF), and for a substantial increase in stored volume. To be clear, we have added nothing to our stored archives during this time.VRC invoicing through 7/31/23 indicated our stored volume at various amounts up to ***** CF, all arbitrarily larger than our ***** CF volume with CRM. VRCs 8/31/23 invoice then reflected a volume of ***** CF, despite no additions to our volume. Not only did VRC not advise or consult with us in advance about the change in volume calculation, it appears contrary to industry-established volumes for the boxes we have stored. Further, VRC began charging us 44 cents/CF, an arbitrary increase over our 39 cents/CF rate with CRM. These unauthorized changes increased our total monthly charge from $1,675 to $2,171, for a 30% increase. A memo with VRCs 10/31/23 invoice states, The rate changes and/or account minimum do not apply to accounts under a VRC agreement with different terms. If your account is not on a VRC agreement, please contact us and we are happy to work with you on an updated agreement. We have proposed a path to resolution, but VRC has stopped communicating with us. In a good-faith attempt to avoid delinquency on our account, we have paid the 3 most recent VRC invoices at the ****contracted volume and rates.

    • Initial Complaint

      Date:02/26/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Over the past TWO years, we have had some extremely rocky ******* with VRC. Over that time frame, we have had inconsistencies with having someone pick up our filled-to-the-brim shredding boxes. We had not received any invoices for that time frame until March this year, which had invoices dating back all the way to October 2021. From October 2021-March 2023, we had someone pick up roughly 5 times. Every time we called, we were told due to covid and staffing it was difficult to schedule, We have been in contact with several people, and each stop communicating with us when it comes to cancelling our *******s yet are still being charged. We have not used this company in months, and over the last 3 YEARS of ******* they have *******d us a total of 6 times after having excuse after excuse as to why they are unable to come to our building. I have spoken to a ***************** who apparently is no longer working for the company, a ***********************, who was willing to assist and then stopped answering phone calls and emails. The manager refused to speak with the campus president. At the last pick up in roughly November of 2023 the driver was there, and called his manager and our *********************** asked to speak with her since she was on the phone to try and resolve, she refused and hung up on her ******* driver. We have continued to receive invoice after invoice and have not used the *******s, as they will not cancel our *******s. . Which of course we understand that, but over the time frame from October 2021 to now February 2024, we have received a pick up of a total of 8 times; when we should have received over 20 pick-**** We have requested pick up of the bins and refusal to come pick up the bins until payment for *******s that were NOT provided are paid. We are at a loss here as to how to simply end our *******s with this company. We have also reached out to ************************* as well.

    • Initial Complaint

      Date:12/14/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 had papers stored at a business that charged $60 a month then $72.It was sold to the current business, VITAL RECORDS STORAGE, and now they charge $160 a month plus two charges (for paper bills and something else) that add up too a total of $200 a month. I spoke to an employee of Vital Records last July and she said she would adjust my monthly rate to $75. But then after a month I got bills charging me $200 a month and another employee ********************************* told me that there was no way to adjust the monthly rate.The facility is exactly the same as before.

    • Initial Complaint

      Date:10/11/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      VRC is our document shredding company. I have been attempting to resolve a billing error since April 2023. We has paid the sum $1125.04, and it cleared w/VRC on 3/16/23 on check#*****.I have been wondering where this payment is. And I need resolution on this matter as soon as possible. And I have asked for this matter to be escalated. To this date the matter continues to go unaddressed. I receive an email that stated I still have a credit of almost $500 from the payment in March. Yet, I receive email stating I am 90 days past due for $211 and they repeatedly charge me late fees and interest. I have complete email threads that can be provided upon request. I want the matter resolved, excess late fees and interest removed, my remaining overpayment refunded, and their shred bin out of my office as I am changing my service to another company. I am filing this complaint as they have been unresponsive to my requests.

    • Initial Complaint

      Date:10/10/2023

      Type:Product Issues
      Status:
      Unanswered
      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 had contacted them to get my son's birth certificate. Gave them all of the information and then paid the $29 for the processing and fees. After I finished everything, I had received an email stating that I had to pay an additional $71 for it to be finished and then sent. When I asked them to cancel the order and to refund the money, they kept telling me that they couldn't and I had to pay the rest to finish the order.

    • Initial Complaint

      Date:10/03/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have been with file Keepers for over 20 years and our bills have been around $37.99. All of a sudden without any notification by the company or to my CPA who pays our bills. Our account went up to $160 . It's highway robbery! They said their pricing went up accross the board and if you want to get your files, then you on top of everything have to pay around $10 a box but they have not confirmed this yet. I have not to my knowledge known that for 2 months we have been paying $160 now. I am livid and I can't get a hold of the manager at the company to even explain it to me ************************* is beyond busy handling the phone calls of multiple very disturbed loyal customers! I want a refund for the past 2 months and my boxes given to me so I can take my business elsewhere ! This is fraudulent business practices and I am very disturbed by what this new company VRC is doing now. Please have someone call me to close my 2 accounts and get my boxes asap! Account number ******** ******************* MHP and ******** For ***************************** am including the invoices both from past and present for *************************- ******************* not included but are same amount.

    • Initial Complaint

      Date:05/17/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Vital Records Control purchase document shredding company that we were using in 2021. Immediately their service got worse and they increased prices. We requested cancellation of service in January of 2022, but they beep billing is. They have not provided any service since February of 2022, but we keep receiving billing invoices,

    • Initial Complaint

      Date:10/31/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Hi *********************************. I went online to get my daughter ***** a birth certificate on September 12 because I needed it for personal reasons and I did pay $47 dollars and I didnt get anything saying when I was supposed to be receiving the birth certificate at all except the payment that I seen on my bank account. I waited a who month to receive and I called and left a message and never received a response.

    • Initial Complaint

      Date:09/17/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Company has a web site that looks exactly like the official one and contains misleading information to make you think you are actually ordering a birth certificate - for example a large button that says "Order a Birth Certificate", and when you click on it you are taken to a form to fill out with all the birth certificate information. BUT that's not what they are offering - you didn't order a birth certificate - instead they send you a form that's filled out with the information you submitted on their web site and tell you to print it out and mail it. This is not ordering a birth certificate. All of the small print that you can't read on your phone says they are not a government site but all of the big print AND the "order a birth certificate" button are large and looks like you are actually ordering one.

    • Initial Complaint

      Date:09/07/2022

      Type:Product Issues
      Status:
      Unanswered
      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 am scedueled to have a surgical procedure in ******* ****** and needed to obtain copy of my birth certificate as soon as possible to get **** and identifation established. Through my county's website they offer expedited services if you go through a company named vita check. When I googled that company vital records came up at the time I wasn't paying attention and started to fill out the form when it was time to enter payment info I realized I was on the wrong site and proceded to the correct site. Vital records must have linked my info and sent several email about my forms being ready. Again I was confused as I am in alot of pain and get confused easily so I again thought that was the other company and submitted payment info. I soon got a confirmation email for the documents that I ordered 2 copied of my birth certificates at $49.00 and 1 copy of my spouses birth certificate at $40.00 at the time of purchase I was mislead to believed that this company files and gets your documents to you within 2 days. But in the confirmation email it gives you instructions on how to file the paperwork yourself and that thier service only apply for the documents for you and it my duty to send payment info for the document and submit application and I should recieve my documents within 2 weeks( normal delivery time) so basically I payed vital records $49 and $40 for applying for my birth certificate when it only costs $29 to obtain it from my county office and Will be received in the same amount of time. I found this So I looked up the telephone number and called customer service several times and have got nothing but a machine telling me to email them I have left messages from the phone and through the email and I've got no response from the company and my situation is time sensitive. Also I do not have extra time or money to waste but now I can't pay for the **************** to Take my birth certificate Tell vital records refunds me my money. The longer I have to wait the pai

    Vital Records Control is NOT a BBB Accredited Business.

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