Complaints

This profile includes complaints for VitalChek Network, a LexisNexis Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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VitalChek Network, a LexisNexis Company has 12 locations, listed below.

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• 

  VitalChek Network, a LexisNexis Company

  P O Box 1703 Brentwood, TN 37024-1703

• 

  VitalChek Network, a LexisNexis Company

  serving the Houston and surrounding areas Houston, TX 77001

• 

  VitalChek Network, a LexisNexis Company

  PO Box 1703 Brentwood, TN 37024-1703

• 

  VitalChek Network, a LexisNexis Company

  PO Box 10680 Peoria, IL 61612

• 

  VitalChek Network, a LexisNexis Company

  PO Box 10680 Peoria, IL 61612

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:06/24/2025

  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.

  Order vital record on June 14, 2025, pay expedited fee. as of June 24, order still delayed. This vital document is critical to an element of personal business that imperils a $2.2M transaction. ******** customer service. Hours long wait times on hold. No functional website assistance. **** employees. One of the most frustrating and emotionally draining experiences I have ever had.

  Business Response

  Date: 07/03/2025

  Hello *****,
  

  Thank you for contacting us. We sincerely apologize for the extended wait times and any inconvenience this may have caused you. We truly appreciate your patience.
  

  After reviewing your order, we found that it required verification documentation, which may have contributed to the delay and confusion. We understand how important these documents are and regret any frustration this may have caused.
  

  However, we have processed a full refund for the VitalChek processing/handling fee, and the shipping fee associated with your order on June 24, 2025. You should see this refund reflected in your account within the standard processing timeframe, depending on your financial institution.

  On June 25, 2025, your order was delivered to the address on file. Please note that the agency fee is non-refundable once the order is closed, delivered, and fulfilled.
  

  If you have any further questions, were here to help and will do our best to assist you promptly.

  Best regards,
  VitalChek Customer Support
  
  
  

  Customer Answer

  Date: 07/07/2025

   
  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:06/17/2025

  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.

  On 6/3/25 I applied for a certified copy of my son's birth certificate. I submitted the documents requested and received a msg. that I needed to submit an acceptable form of government ID. I,ve submitted my drivers license, social security card, car title, and more. Documents were submitted on 6/4, 6/5, 6/9, 6/11, 6/12. I've sent (3) emails and called (4) time. Stayed on hold for 30 minutes the first (3) phone calls and 1 hour on the last call. I've reached out to their ********** never got a person and was disconnected 3 times. Called NY office and was forwarded to HR where I left a message. No response as of yet. My family is going on a cruise and we leave July 12. I need the certified copy of my son's birth certificate. Thank you so much for your assistance.

  Business Response

  Date: 06/26/2025

  Hello ****,

  Thank you for ordering your birth certificate from VitalChek and sharing your feedback about the processing time of your order.
  Expedited shipping only refers to the shipping portion of the order process. Once you submit your application through VitalChek, we verify all the information and then forward it on to the vital record agency.  The agency conducts a search for the actual record and produces the certified copy. And then, once they are done processing the request, they ship it out to you via the selected shipping method. Each agency has its own unique requirements and other factors which may affect the processing time. While some agencies process orders immediately, most process orders in a matter of a few days and a handful of agencies are backlogged and take significantly longer.  We're sorry for the confusion and the inconvenience.
  As we review your order, we realized that your order was available to the Agency for processing on 06/20/2025. The processing time for Louisiana Vital records is ***** business days and the shipping time is 1 business day from the date the order was submitted.

  The estimated delivery date is listed on the correspondence that was sent to your email.

  Best Regards,
  Vitalchek Customer Support
  

  
  

• Initial Complaint

  Date:06/16/2025

  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 ordered a Birth Certificate for my son, Kansas requires you use Vital Statistics. I ordered the certificate and the billing transaction completed on 02-08-2025, I have not received the Birth Certificate and its already *********. I have not received a refund, I have tried to call and sit on wait for over an hour and no one ever answers, I have sent in multiple emails with no response. I need the birth certificate so my son can finish enrollment for college, I dont want to make another order then I would be paying twice and will they even send it? I would like someone to actually respond to my email, refund the money so I can reorder, or call me.

  Business Response

  Date: 06/26/2025

  Hello ******,

  Thank you for placing your birth certificate order through VitalChek and for taking the time to share your feedback. We sincerely apologize for any inconvenience caused by the difficulty you experienced in reaching us by phone or email.
  

  After reviewing your order with Kansas Vital Statistics, we found that additional documentation is required to verify your identity. This step is necessary to protect the security and privacy of all records being requested, as required by the agencies we partner with.
  

  We understand that this may be frustrating, and we apologize for any delay or confusion this has caused. Please note that the VitalChek processing and handling fee is nonrefundable, which is why we encourage customers to submit the required documents within the specified timeframe so we can move forward with processing the request.
  If you have any questions or need further assistance, please don't hesitate to contact us at **************. Our team is here to help.
  
  Best Regards,

  Vitalchek Customer Support
  

  
  

• Initial Complaint

  Date:06/12/2025

  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.

  They keep denying forms, finding ridiculous reasons. For example, the form they emailed me first was blurry, now it is cut off??. I printed the whole form they sent. Every day has been a new excuse to refuse the documents as not being good enough. They charged $75 right away, which they are now claiming is non-refundable. I think this site is a scam. They want to keep $75 for doing absolutely nothing. And do they even have customer service?? I have been on hold for hours. All I want are my mom's and son's death certificates, but they are jerking me around. At this point, I am willing to hitchhike the hundreds of miles to ******* to get my documents instead of the $200 I was willing to give them. ID not good enough, address there was an issue, signature was an issue twice now. Notarized document not good enough. If they want to keep my money they need to provide those death certificates or give me back my money, I did not pay $75 just to be denied over and over. If this persists, I think I will be filing out a police report and reporting the business as a scam. I think the news media would be interested as well after reading all the recent reports. Oh also, they say they have an online chat to resolve problems. THEY DO NOT. Calling goes nowhere I have been on hold for two hours now. Update: 3.5 hours to get someone on the phone where i continued to be ran around and they refuse to refund.

  Business Response

  Date: 07/01/2025

  Hello Amber,

  Thank you for your feedback. After reviewing the information provided, we were able to view an order you placed with Arizona Vital Records.  On June 16, 2025, the order was canceled and refunded.
  

  Please also be advised that the VitalChek fee associated with your order has been refunded in full. You should see the refund reflected in your account within the standard processing timeframe, depending on your financial institution.
  

  If you need to place a new order or have any further questions, we’re here to help and will do our best to assist you promptly.
  
  Best Regards,

  Vitalchek Customer Support
  
  

  
  

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23461326, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Amber Tudor

• Initial Complaint

  Date:06/11/2025

  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.

  Order number and pin number that was emailed to me are not being accepted Also entered my correct telephone number and every time my inquiry was rejected Called their customer support and stayed on line for 1 hour and they just repeated the same message, STAY ONLINE AND THE NEXT AVAILABLE REPRESENTATIVE WILL BE WITH YOU SHORTLY

• Initial Complaint

  Date:06/10/2025

  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.

  Took almost 3 weeks to send request to state of Ca. Bulk send every couple of days. Ca Vital Records said that company lied about the entire process and to request refund, which it was made very clear that you don't do. Your agents need to stop telling people things that are not true like that you don't get paid until order is completed be the state. That is just one of the lies. Can't put trust in anyone anymore, and the state hears these complaints all the time I was told.

  Business Response

  Date: 06/18/2025

  Hello John,

  Thank you for ordering your birth certificate from VitalChek and sharing your feedback about the processing time of your order.

  Once you submit your application through VitalChek, we verify all the information and then forward it on to the vital record agency (California Vital Statistics). The agency conducts a search for the actual record and produces the certified copy. And then, once they are done processing the request, they ship it out to you via the selected shipping method. Each agency has its own unique requirements and other factors which may affect the processing time. While some agencies process orders immediately, most process orders in a matter of a few days and a handful of agencies are backlogged and take significantly longer. We're sorry for the confusion and the inconvenience.

  The agency that is processing your order is experiencing delays in processing orders (current processing time is 25-30 business days).

  If you need status update on your order, please contact the California Vital Statistics directly by dialing 916-445-2684.

  Best Regards,
  Vitalchek Customer Support
  
  

   

   

• Initial Complaint

  Date:06/09/2025

  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.

  I ordered my dad's death certificate on 4-22-25 and submitted all my ************* documentation. I kept getting notices about more documentation, which is fine, and I finally got everything in with a notary document. They said everything was submitted, then a ***** day waiting ************* will email me when it's sent. I got that email, then another one saying there's a delay, then another one saying it's cancelled? No customer service email reply, I've attempted a few phone calls waiting about 45 min before I had to hang up. I've waited 1.5 hours so far today on hold, nobody has answered & there is just no way to reach them about the cancellation...worst of all, this is for my DAD'S DEATH CERTIFICATE. I saw this is a government contracted service?? I'm only out $35, I didn't order expedited at least. Nervous that they have my ************* birth ********************** info.

  Business Response

  Date: 06/18/2025

  Hello ********,
  We appreciate you placing your father's death certificate order through VitalChek and sharing your feedback. We sincerely apologize that you have been unable to reach us by phone or email. 
  

  After reviewing your order placed with Arizona Vital Records, we realized that a credit was issue by the agency on June 6, 2025. The agency is unable to verify linkage for the certificate you are requesting because child name is not listed on the birth certificate you provided. We sincerely apologize for any sort of delay you experienced during the processing of your order. All agencies we are contracted with require entitlement documentation. This will ensure the security and privacy of all vital records being ordered.

  If you have any further questions, please feel free to contact us at your earliest convenience by dialing **************. 
  

  Best Regards,
  Vitalchek Customer Support
  

  
  

  Customer Answer

  Date: 06/20/2025

   
  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.  I had sent my brother's birth certificate and passport as well since mine didn't have a name on it.  I called AZ vital records directly and my brother will use his birth certificate and passport for this.  I had no way of knowing, since I couldn't receive a response from vital check.  I finally got a letter in the mail, and an email response last week.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:06/08/2025

  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 ordered a birth certificate on ********** and haven't received it or any communications from the company. I've filled out their online form to start an inquiry into your order status and received no response.

  Business Response

  Date: 06/18/2025

  Hello Rebecca,
  We appreciate you placing your child's birth certificate order through VitalChek and sharing your feedback. We sincerely apologize that you have not received any communication from us and the delay in processing your order.

  Expedited shipping only refers to the shipping portion of the order process. Once you submit your application through VitalChek, we verify all the information and then forward it on to the vital record agency.  The agency conducts a search for the actual record and produces the certified copy. And then, once they are done processing the request, they ship it out to you via the selected shipping method. Each agency has its own unique requirements and other factors which may affect the processing time. While some agencies process orders immediately, most process orders in a matter of a few days and a handful of agencies are backlogged and take significantly longer.  We're sorry for the confusion and the inconvenience.

  As we reviewed your order, we realized that you order was delivered on June 12, 2025. We are happy to see this issue was resolved and your order has been fulfilled.

  If you have any further questions, please feel free to contact us at your earliest convenience by dialing 1-866-203-2777. 
  
  

  Best regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:06/08/2025

  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 ordered a birth certificate through ************************ on May 3rd, as directed by the official Cook County, ** website. At the time of ordering, I was informed that processing would take approximately 2025 business days, with an estimated delivery date of June 10th.However, the order status still shows as "not yet shipped," and I have not received any updates. I emailed VitalChek last week to inquire about the status, but I have not received a response.Upon further research this seems to be a general practice for this company despite the fact that it's owed and ran by a legit company, LexisNexis. I really would just like my order, as I no longer live in Il and have no other way to obtain this document

  Business Response

  Date: 06/18/2025

  Hello Mercedes,
  Thank you for ordering your birth certificate from VitalChek
  and sharing your feedback about the processing time of your order.

  Expedited
  shipping only refers to the shipping portion of the order process. Once you
  submit your application through VitalChek, we verify all the information and
  then forward it on to the vital record agency. 
  The agency conducts a search for the actual record and produces the
  certified copy. And then, once they are done processing the request, they ship
  it out to you via the selected shipping method. Each agency has its own unique
  requirements and other factors which may affect the processing time. While some
  agencies process orders immediately, most process orders in a matter of a few
  days and a handful of agencies are backlogged and take significantly
  longer.  We're sorry for the confusion
  and the inconvenience.

  As we review your order, we realized that your order was delivered on (June 10, 2025) within the specified
  time. The processing time for Illinois Dept. Of Public Health is 20-25 business days and
  the shipping time is 1 business day from the date the order was submitted
  (May 6, 2025).
  

  Best Regards,
  Vitalchek Customer Support

• Initial Complaint

  Date:06/07/2025

  Type:Product 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 have been trying for a month now to get VitalChek to send my birth certificate.They have charged my credit card and keep asking for additional documents for identity but do not clarify which address they need the documents from as I have a USA and a mailing address.They literally have my passport and USA license which has been verified (Im overseas doing a PhD).I have waited on hold for hours and no one has answered the phone numbers and when I contact them by email I get a generic reply with no clarification.I can send them a bank statement with the address but I need to know which address they want to verify which they wont tell me.Please help as I need a new copy of birth certificate to get married and I cant until this is resolved.

  Business Response

  Date: 06/26/2025

  Hello Shari,
  
  Thank you for placing your birth certificate order through VitalChek and for taking the time to share your feedback. We sincerely apologize for any inconvenience caused by the difficulty you experienced in reaching us by phone or email.
  
  After reviewing your order with New Jersey Vital Records, we found that additional documentation is required to verify your identity. This step is necessary to protect the security and privacy of all records being requested, as required by the agencies we partner with.
  
  We understand that this may be frustrating, and we apologize for any delay or confusion this has caused. Please note that the VitalChek processing and handling fee is nonrefundable, which is why we encourage customers to submit the required documents within the specified timeframe so we can move forward with processing the request.
  
  If you have any questions or need further assistance, please don't hesitate to contact us at 1-866-203-2777. You can also email [email protected]. Our team is here to help.
  
  Best regards,
  VitalChek Customer Support
  

  Customer Answer

  Date: 07/06/2025

  This complaint is resolved and I have recieved the birth certificates today!!! Thank you so much for your help and time and efforts. The BBB is a bright spot these days of good ethical business practices.