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:06/04/2024

  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.

  Went to the departments website and followed instructions to order a certified copy of my Birth Certificate online and was directed to a third party. I ordered and paid for next day air shipping plus the third parties fee. I received a “Certified Record of Birth” rather than a birth certificate, a document not even mentioned on the website. I called the third party service and they were at a bit of a loss and told me to call the Department of Vital Statistics. I called the Department the next day and they said that’s what they send out. I don’t understand why this wouldn’t have been stated on the website so I could have gone a different route in obtaining my Birth Certificate, although I don’t know what that would have been. The statement on their website seemed clear that I would receive the document as advertised.

  Business Response

  Date: 06/14/2024

  Legal validity is granted to all certified copies of vital records that are issued by the State Registrar. A certified copy of a vital record, or any portion of one, issued in line with KRS 213.136 is prima facie evidence of the facts stated in the record and is treated as such for all purposes. Visible security features include the date of issuance, the signature of the State Registrar, and the Commonwealth of Kentucky embossed seal.

  
  KRS 213.136 states, “The state registrar shall upon receipt of an application issue a certified copy of a vital record in the registrar's custody or a part thereof to any applicant. Each copy issued shall show the date of registration and copies issued from records marked "delayed" or "amended" shall be similarly marked and 
  show the effective date. The documentary evidence used to establish a delayed certificate shall be shown on 
  all copies issued. All forms and procedures used in the issuance of certified copies of vital records in the 
  Commonwealth shall be provided or approved by the state registrar.”
  
  A report of a vital event is submitted and becomes a vital record when accepted for registration by the registrar. In addition, certification (either paper or electronic) is used instead of certified copy, unless requested and/or available. Older records that predate the electronic submission of a vital record are 
  available upon request. However, all certified vital records provided to the constituent's default to the abstract version, also known as the “Certified Record of Birth," If available, customers may contact our office for an exchange for a certified copy of their record, if available upon request, free of charge, within one (1) year of purchase.

  
  

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair 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.

  This transaction was done back in April of 2021. I have waited over a year and still have not gotten my documents and when I call no one helps me to resolve this issue. I have also sent emails and the requested information and get no response.

  Business Response

  Date: 09/22/2022

  I am in receipt of the letter from BBB regarding the customer service issue per complaint ID ********.  The customer ordered five death certificates in April 2021, and had not received the death certificates until recently. 

   

  Looking back at the history of the order, the order was manually input by accounting staff indicating there was an unusual file upload glitch causing incomplete order information. It is a rare occasion that orders are missed even with incomplete order data.  Regardless of this issue, it is of great concern this order was missed. It is embarrassing to me and this office to know of this oversight.

   

  I called and left the customer a message of sincere apology, and to verify that she has received the recent ***** mailing containing the five (5) death certificates she ordered.

   

  I understand that not all things can bring the COVID pandemic into issue, however, this office as many other offices was impacted by the pandemic in staffing levels, the hiring process, etc

  Customer Answer

  Date: 09/22/2022

  
  
  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,
  
  
  
  ******** ********