Business Profile

Searchers of Records

VitalChek Network, a LexisNexis Company

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Complaints

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

Customer Complaints Summary

731 total complaints in the last 3 years.
395 complaints closed in the last 12 months.

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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:04/16/2025
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.
Placed an order on April 4th for death certificate for my father. Site requested eligibility documentation on April 8th proving identity to the deceased i.e. Birth certificate with their name on it and my name, which I provided same day. On April 11th the requested the same documentation proving identity, so I figured they needed my name change from marriage and provided my marriage certificate same day. On April 15th they requested the same documentation again, so I sent a picture of my drivers license to prove my identity, on the same day. I wrote an email on April 10th to Vitalchek, asking what documentation they needed for my order to be completed with also the order number attached in the email. I have not received a response. I called on April 15th and was on hold for over a half hour with no one answering. I am called again today and am currently on hold for over an hour and a half, with still no answer, only hearing " your call is very important to us, please stay on the line and the next available representative will be with you shortly" approximately every 1 and 3/4 minutes. I am my father's only next of kin, I don't know what else they need.
Business Response
Date: 05/05/2025
Hello ********,
Thank you for your feedback. After reviewing your order placed with ************************************ Registration, we see your order was mailed out to you on April 24, 2025. Every agency we are contracted with requests different forms of entitlement documentation. Follow up emails will be sent until the documents are approved.
We also would like to apologize for the extended hold times. We are experiencing higher than normal call volume. We apologize for any inconvenience.
Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:04/15/2025
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.
RE Order# *********. VitalChek sent me the incorrect record. Please refund or resend a certified birth certificate.
Business Response
Date: 05/06/2025
Hello ******
We apologize for the frustration and inconvenience you have experienced while ordering your birth certificate. We appreciate you taking the time to share your feedback so we can pass it on to the appropriate personnel. As we review your order placed through San Diego County Recorder, we realized that you have selected (1) Birth Informational Copy under the product area. The order also showed that you selected reason as Genealogy/Family History. As per agency, a certified informational copy with the words "INFORMATIONAL, NOT A VALID DOCUMENT TO ESTABLISH IDENTITY" imprinted across the face of the copy is primarily used for genealogy and cannot be used for identification purposes. Again, we apologize for any inconvenience and frustration this has caused you.
Best regards
VitalChek Customer Support

Customer Answer
Date: 05/07/2025

Complaint: 23209358

I am rejecting this response because: Please mail me a certified birth certificate copy or issue a refund.

Sincerely,

****** *********
Business Response
Date: 05/23/2025
Hello ******,
Thank you for your response. After a further review of your order placed with San Diego County Recorder, we see the type of vital record selected during order placement was for an informational birth copy. This is a non certified record, strictly for informational purposes. In order to receive a certified copy, a new order will need to be placed. We apologize for any inconvenience.
Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 05/23/2025

Complaint: 23209358

I am rejecting this response because:
the informational copy was ordered in error

Sincerely,

****** *********
Initial Complaint
Date:04/15/2025
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.
This company, Vital Chek, is close to worthless and presents very deceptively. When looking up NJ vital records it puts itself forth as the only way to get a marriage certificate and that it will be done in an expedited way. In fact, it should be known that someone can simply go to their local municipality where they were married and get one immediately for $10. Vital Chek charged me $60.95 including $21.00 for **** Air" as if it would be expedited (however, when ordering, it did not give any info as to when it would arrive). I ordered the Certificate on March 6. When I received the receipt (only after the fee was collected) it is then said that it would arrive by April 17. Of course, if I had known that it would take 6 weeks I would not have ordered it, let alone pay for **** Air" expensive expediting. Since I had a timely issue, I attempted to contact the company but there was no way to do it. Finally, I found a way to insert a "request" on their website and did not get a response until one month later. The response was simply a computer generated template answer that, even more frustratingly, said that it would not only not take 1 1/2 months but would, in fact, take 2 1/2 months. This business is shameful. They know this is not what people ordering these documents think they are buying. On top of that, they charge a premium price as if the document would arrive in days, not months and then they make it impossible to contact them. This is either a scam or it is effectually a scam. Avoid using Vital Chek. The Better Business Bureau should shut it down!
Business Response
Date: 04/25/2025
Hello
Thank you for your feedback. After reviewing your order with New Jersey Vital Records, we see your order was delivered on April 17, 2025 by ***. Our website allows the customer to select the type of certificates being requested, the quantity of certificates, and the method of shipping for their order. According to the timeline and the advised processing time, your order was delivered on the exact expected date of delivery. We will be attaching a few examples from our website of what customers see when placing their orders. We hope this will clear up any confusion.
Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:04/15/2025
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.
February 07, 2025 Amount: $57.95 Vitachek was supposed to provide me with my son's birth certificate from the state of ************** after ***** business days.The nature of this dispute is that I have not received the birth certificate from Vitachek and it's been over 2 1/2 months. I been on hold on any day I call during their business operation hours from 3 or more hours. The Vitachek has yet to resolve this issue. According to NC Vital Records they have never received a request from ******** requesting my son's birth certificate. There is no other way to get a birth certificate unless its a walk in and currently I am in another state and my son is active-duty needing is birth certificate asap for currently deployment and/ or PCS.
Business Response
Date: 04/16/2025
Hello ****,
We sincerely apologize for the extended processing time of your recent order with us. We understand the importance of timely deliveries, and we regret any inconvenience this delay may have caused. Current processing time for ************************************* Records is ***** business days. '
Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 04/17/2025

Complaint: 23207232

I am temporarily accepting this response because: I can not get a refund from Vitachek. I would like Vitachek to explain why North Carolina Vital Records said they have not received a request from them for my son's birth certificate? Is there a reason for the delay? If not, why? Also I contact Vitachek by phone 3 weeks ago and customer service told me they will contact ********************** about the supposedly delay and get back to me and never did.

Sincerely,

**** ******
Business Response
Date: 04/30/2025
Hello ****,
Thank you for your response. In your last response you presented a few questions which we will answer for you. Your order has been received by North Carolina Vital Records on February 8, 2025. As of today ( April 30, 2025) the agency has not viewed the order. This typically occurs when there is an extended processing time. Lastly, on April 3, 2025, you spoke with a Vitalchek representative regarding the status of your order. A status request was sent that same day and responded to the next day. The response received was advising of the extended processing time of ***** business days. According to call notes and notes provided on the order, the representative did attempt to contact and left a voice message on April 4, 2025.
Please review the email correspondence that was provided to you regarding the status of the refund requested by you. Please feel free to contact us if you have any further questions or concerns.
Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 05/01/2025

Better Business Bureau:

If I am still receiving my son's birth certificate with in the ***** days' time frame I will accept the resolution of the complaint. Only then will the resolution made by the business in reference to complaint ID ******** will be satisfactory.

Sincerely,

**** ******
Initial Complaint
Date:04/14/2025
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.
On 2/23/2025 I went online to place an order for my AZ birth certificate through Vital Check. Order # *********. Being out of state this is the ONLY option provided for obtaining a copy of your birth certificate. The website said that I needed to provide a copy of the front and back of my photo ID and sign the form. Otherwise I would need to get a notary. I provided photos of the front and back of my photo ID and signed the form. The site said that my order would be processed in ***** and they MAKE you pay $55.00 for 2 day shipping. As of 4/14/2025, I still do not have my birth certificate. Vital Check has cancelled my order and has not returned the $15.50 charged to my account. According to their site the only recourse is to call their 800 number. I have now been on hold for over 54 minutes on this single call attempt alone. Since 2/23/2025 I have attempted to contact this company via phone and email. I have made 23 phones calls. Each phone call I have been on hold for 43 minutes to over 8 hours! OVER 8 HOURS!!!! I have to have my birth certificate to get a travel document which is required for my job. I have now been unable to to comply with my employer's travel requirements for over 30 days and am on the verge of losing my job!!!! I have now had to place another order with them and based on the reviews here I will likely experience the same outcome. Again, this is the only way for me to get my birth certificate without traveling from AL to ** which I cannot do even if I wanted to, because I need my birth certificate to get a travel document! This is completely unacceptable!
Business Response
Date: 05/09/2025
Hello ********,
Thank you for your feedback. After reviewing your information provided, we were able to retrieve to orders placed with Arizona Vital Records. One order has been canceled while the other has been fulfilled as of April 23, 2025. Your first order was not completed due to missing necessary entitlement documents. Between February 23 and March 17, 2025, a total of 8 emails were sent to you advising you of the documentation that was missing. Also, included in these correspondence was the log in information to access your customer portal on the ********************** website.
We do apologize for the high wait times that you experienced while attempting to contact us. Our call volume is currently much higher than average due to a higher order volume. Fortunately, we are open 24 hours a day. We advised our customers to call during non peak hours if possible.
Please advise if the credit card used on your order that was canceled is still valid. We look forward to hearing from you soon.
Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:04/14/2025
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 my records on 4/9/25. I had all documents submitted within one day of submitting order. Five days later, I had to call -- only to be on hold forever and not speak with anyone -- and submit an email question for Vitalchek to review my documentation. This, despite that they claim all documents are reviewed within ***** hours. When they finally reviewed my documents, they sent me an email placing my order on "hold." The explanation was because either (and it is not clear which) (1) I didn't sign my documents (which is not true, there are signatures) or (2) because my signatures do not match (there is maybe a slight difference, largely due to signing on paper versus on ID). I submitted a new signed verification page, sent an email, and have been on hold forever to rectify the situation. Vitalchek needs to review and process my documents and hire people to respond to phone calls so that this does not happen again. I paid for expedited service.
Business Response
Date: 05/01/2025
Hello Liam,

We appreciate you placing your birth certificate order with VitalChek and sharing your feedback. After reviewing your order placed with Arizona Vital Records, we realized your order was delivered on April 24, 2025. We sincerely apologize for any sort of a delay you experienced during the processing of your order. Your order show that the correct verification documentation was uploaded and approved on April 18, 2025. All agencies we are contracted with require entitlement documentation. This will ensure the security and privacy of all vital records being ordered. We are happy to see this issue was resolved and your order since has been fulfilled. If you have any further question, please feel free to contact us at your earliest convenience.

Best Regards,

Vitalchek Customer Support
Initial Complaint
Date:04/14/2025
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.
Failed to send correct, usable documents. Ordered a marriage certificate and they sent a certificate on Birth Certificate paper. Cannot be used for any legal purpose. *********. Countless emails calls to a # where no one answers (is it really important to you like the recording states??? Experience tells me not...).
Business Response
Date: 05/01/2025
Hello *****.

We appreciate you placing your birth & marriage certificate order with VitalChek and sharing your feedback. We are sorry to hear that you are dissatisfied with your experience. As we review your order, we realized that there is a dispute with your credit card company. As a result of this, we are unable to process any refund until the dispute is finalized.

Best regards
VitalChek Customer Support
Initial Complaint
Date:04/14/2025
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 spent $59 with Vitalchek to get my birth certificate from another state on *********. The website says 20 business days fulfill, its been over a month and I havent hear anything back. They dont answer emails or phone calls. I think I got scammed
Initial Complaint
Date:04/14/2025
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.
My son, 18, ordered two copies of his birth certificate on ************* from Vitalchek. After he placed the order, a message popped up stating he needed to upload identification documents and that his order would be pending until that was completed. He immediately uploaded two pictures of his passport (photo page and signature page). Almost a week (was supposed to be reviewed in ***** hours) went by and then he received a message stating his order was pending because he needed to upload identification documents. He called early in the morning and reached someone quickly, they told him to upload his passport signature page again so it could be reviewed, which he did. Days went by again, and he received another email stating the exact same thing as before...that his order was pending because it was missing identification documents. He tried calling and waited for an hour before giving up. He went online and uploaded ANOTHER photo with BOTH passport pages. Hr tried calling another day, but waited an hour again so gave up. Days later, he received ANOTHER email with the EXACT same information about him missing identification documents. He's on hold right now...again...and has been waiting now for 30 minutes. This is absolutely ridiculous. At this point, he's uploaded everything they've asked for MULTIPLE times and they have delayed in sending the birth certificates my son requested. There is NO explanation as to what the issue is in each email other than to state documents are missing, with an attachment of the type of documents that can be submitted, which my son has done. Throughout this process, my son also went online and sent them messages through their portal TWICE asking what else was needed. Extremely frustrated right now with this company.
Business Response
Date: 05/01/2025
Hello *****,
We apologize for the frustration and inconvenience your son have experienced while waiting for his birth certificate. We appreciate you taking the time to share your feedback so we can pass it on to the appropriate personnel. We apologize for the delay you are experiencing; after reviewing your order, we realized that the record was shipped on April 18, 2025.
Best regards
VitalChek Customer Support
Initial Complaint
Date:04/12/2025
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.
Date: February ******* Amount paid: ***** dollars A death certificate I have not received the document. The confirmation email said between ******* I have spoken to two representatives and still no resolution. These two individual indicated that they would call me back. One, ******, left me a voice mail. ******* said on March 11, 2025 that he would call me back on March 20, 2025. I have not heard from him. I am currently speaking with **. Who has not find my order. He is currently submitting a refund request. He indicated that it would be ***** hours and that I should receive a check by the end of next week. I do appreciate ** working with me to resolve this. I starting calling on January 30, 2025 to resolve this. Since that date I have spent approximately 5 - 6 hours on hold. Counting today time the total time is about 7 hours. It amazes me that my information was found on when spoke with ****** and ******* (March *******) and yet, today neither **** or ** could find the order. Regards,*** ******
Business Response
Date: 05/01/2025
Hello Thomas,

We apologize for the frustration and inconvenience you have experienced while ordering your certificate. We appreciate you taking the time to share your feedback so we can pass it on to the appropriate personnel. We are unable to locate your order with the Order ID provided. If you need assistance, please contact us by dialing 1-866-203-2777. Again, we apologize for any inconvenience and frustration this has caused you.

Best regards

VitalChek Customer Support

Customer Answer
Date: 05/03/2025

Complaint: 23196439

I am rejecting this response because: I am not calling that number again
in order to get lost in the "Hold Loop". I have called that
number many times and was told that "Your
call is important to VitalChek. The next
available agent will be with you shortly." I spent 4-8 hours
listening to this message repeatedly. Finally, I spoke with a representative
(Rachel) on January 20, 2025. She told me she was looking into it.
She called me back and left a voice mail. I returned her call and spoke
with Deshawn, who told me he would call by March 20, 2025. I heard
nothing. On April 12, 2025, I spoke with representative Ryan, and I requested
to speak with a supervisor. Ryan connected
me with Ty. He assured me that he would
get a refund issued and that it would take 48 to 72 hours.
I have no idea why you cannot find my order, but you did not
seem to have a problem depositing my check for the death certificate. As
of today, May 03,2025 I have neither a death certificate, nor a refund. I need
one or the other to be sent to me immediately.

Sincerely,

Thomas Walker
Business Response
Date: 06/05/2025
Hello Thomas,
Thank you for reaching out. We apologize for any inconvenience you've experienced.
After reviewing your concern, we’ve determined that further review of your order is required. To ensure this is handled properly, a member of our Escalations Department will contact you within the next 1–2 business days.
To avoid any delays in reaching you, please make sure your contact information is up to date, including a complete and correct phone number. You can reply to this message with your updated details if needed.
We appreciate your patience and look forward to assisting you further.
Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 06/15/2025

Complaint: 23196439

I am rejecting this response because:
I received The Better Business Bureau email on June 6. The response from VitalChek to the BBB stated that they would follow up within 1+2 business days. I received a call on Friday, June 13. This is 5 business day follow up. Anna from VitalChek called and left a voicemail. I returned the call on Friday, June 13 at 3:24 EST. I have not had a return call.
The reason I am rejecting the response is, I want to make sure I do not miss the 10 calendar days response time for the BBB.

Sincerely,

Thomas Walker
Customer Answer
Date: 07/02/2025
Hello,
I am waiting on the refund. I received a stating that a refund was being generated. The following is the email response from 6-25-25.
"Your request for a refund in the amount of $30.00 has been
approved.  Please allow up to three to five business days for the
funds to appear in your account.

We appreciate your patience in this matter.  Thank you for choosing
VitalChek Network.

Sincerely,
VitalChek Customer Support "

Also, I am supposed to receive a death certificate. I see on the VitalChek Manager that the certificate has been ordered.
I will let you know the status when or if any of these occur.
Thank you for your help in this matter.
Pat

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VitalChek Network, a LexisNexis Company is NOT a BBB Accredited Business.