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:08/01/2023

  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 found go certificates online and I decided to go with them and I paid them $28 to be the middleman to get my birth certificate sent in the mail to me being that I'm disabled I don't get out and about very easy so I thought it'd be a good thing to try to get these people to get it for me. Well it's been over 2 months and I still have no certificate in my mailbox a couple of weeks ago I told spoke with the lady named ****** who is the supervisor of the phone crew who called me back and got a hold of Colorado vital records and the lady there said she was going to send me my birth certificate that was 2 weeks ago still no birth certificate I spoke with them today which is August 1st 2023 for a refund because I still have not gotten my birth certificate and needed within the next couple of days. The lady was rude with me I left another message which is like my fourth message with ****** with no return call about the incident to not beinhg able to get my birth certificate .Or my mory back and she still has not gotten in touch with me. This is very frustrating I'm disabled I live on *** I gave them $28 to take this careless and get it sent to me and still no birth certificate I want my money back ,they refuse to give it to me they said I have to take it up with the vital records of Colorado which I don't think it's fair because I gave them the money as a trusted people to get my vital records to me and they still have not done that and want me to do the dirty work after they sent the money to the Colorado vital records I don't think it's mines or the vital records responsibility I think they should give me my money back and they need to go after their money please help me I don't have very much money I'm very poor. Supervisor's name is ****** and they're very rude my number is ###-###-####. And I can't even talk to anyone to get a appointment with vital records on ****** ***** so I can walk in and pick my birth certificate up nobody answers the phone or it's ever working it's just a big mess I want my money back please help me so I can walk into fifth avenue Denver vital statistics and get me one printed out right there

  Business Response

  Date: 08/01/2023

  I am checking on this issue and will get back with information as soon as I can.

• Initial Complaint

  Date:05/31/2023

  Type:Billing 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.

  Never received birth certificate and was charged

  Business Response

  Date: 05/31/2023

  We reviewed/verified/processed the customer's order on 5/19 and transmitted it to the Colorado Department of Health to print and mail the certificate.  Their current processing time is 30 business days from the date the order is received. If the state has any questions about the order, they will contact the customer directly. Otherwise, the certificate should be mailed sometime around 7/3.

  Customer Answer

  Date: 06/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:03/25/2023

  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.

  We paid for the birth certificate in November. They charged ** twice but it was refunded but we still havent received the birth certificate for our daughter. Its been almost 5 months now. The customer service people keep telling ** call back because of it being busy during the holidays

  Business Response

  Date: 04/24/2023

  I am checking on the status of this order and will get back with you as soon as I know.

  Customer Answer

  Date: 05/11/2023

  Im still waiting for the birth certificate that we paid for. We submitted the order number last time, have they responded 

  Business Response

  Date: 05/12/2023

  Per the information I was given, additional paperwork about the child is still needed by the ******* ********** of ************* The certificate can't be printed and mailed until they get the paperwork about the childs birth. Please either email or call them at ***-*************** or ************ so they can let you know what paperwork is still needed.

  Customer Answer

  Date: 05/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:02/20/2023

  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.

  On February 7th, 2023 I placed an order for my daughters birth certificate. However when I check the status it just says ID uploaded and gives no further information. I have been charged the money, I have proof it came out of my bank account. I was charged $25.70 and no one has contacted me at all and the processing time says 5-7 business days. I feel as if this business should not be on a states website especially handling peoples personal information and scamming them. Id like a full refund and i will personally take my order up there since i have been waiting 2 weeks.

  Business Response

  Date: 02/22/2023

  The customer placed the order, but there was a glare on the identification she uploaded so we sent multiple texts to her letting her know. I'm attaching a picture of our system comments for her order. It looks like she uploaded a better picture on our website on 2/21/23 so we processed her order that day. So now the order will be processed in the 5-7 day processing time that is listed on the state's website and mailed out to the customer.

• Initial Complaint

  Date:10/17/2022

  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.

  On July 26, 2022, I paid to order a birth certificate for my child. I contacted them on Oct 17, 2022, and was told that I need to contact the Health Dept. On the site it says it takes 8 to 12 weeks to receive certificate! This is crazy! When I called the Health department in Indiana, they said they only go through ***** *****, and we're not familiar with any other site! I'm pissed ?? off because these scammers have my personal information! Do Not USe This Site! It is definitely a scam! I'm 100 percent certain I will not get my child's birth certificate.

  Business Response

  Date: 11/14/2022

  The customer placed the order on 7/25 and we reviewed everything and processed the order on our end on 7/26.  We show that the payment was deposited/received by Indiana  on 8/8 so they should have mailed the certificate out and the customer should have received it by now.  The order would be under the customer's name when calling to check the status and not listed under GoCerts.

  Customer Answer

  Date: 11/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  This is untrue. When I called Indiana Health Department in Ft. Wayne, they stated they only do business with *********. They don't do business with any other company, so if I used another company such as Go Certificate, it has no holdings with the health department and is a fraud or scam. I just want my money back. But this company also has personal information about me
  And can use it for fraudulent purposes. I have activated alerts on my credit report. This is a scam! 
  

  Regards,
  
  *************************

  Business Response

  Date: 11/18/2022

  I'm sorry that you didn't receive your certificate.  I will go ahead and initiate a refund.  You should see the credit back to your card within 5-7 business days.

• Initial Complaint

  Date:09/08/2022

  Type:Order 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.

  I paid for a marriage certificate that never came. I need it for legal purposes, and it's late. Please Help me get it fast!

  Business Response

  Date: 09/27/2022

  I have looked at the order in question and that order was not a marriage certificate request.  The customer placed an order with us for a death certificate from South Carolina. We do not offer marriage certificate requests for South Carolina.

  Customer Answer

  Date: 09/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/24/2022

  Type:Customer Service 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.

  In early July I ordered a birth certificate copy from GoCertificates, having been referred there by my state of birth. My credit card was charged $50.95 for the certificate and shipping charges. I received no confirmation email, no phone call or mailed update re the status of my order.I called the company on July 18, leaving a message asking for a return call. I have received no response. I read that the company does not issue refunds. In that case, I would like the birth certificate sent to me as soon as possible.

  Business Response

  Date: 07/26/2022

  The customer should have received a confirmation email immediately after placing the order.  In our confirmation emails it reminds customers to upload their ID and it provides a link to our website to do that.  In the email it also provides a tracking link so the customer can check on the status of the order.  I will request that the email be sent out to her again.  Also, from the notes on the order it looks like we texted her on 7/7/22 and 7/18/22 letting her know that we are still waiting on a copy of her ID so that we can process her order.