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

  Trenton, NJ 08690

• 

  VitalChek Network Inc

  101 Israel Rd SE # Ms-7814 Tumwater, WA 98501-5570

• 

  VitalChek

  1000 Alderman Dr Alpharetta, GA 30005-4101

• 

  VitalChek Network, a LexisNexis Company

  serving the Houston and surrounding areas Houston, TX 77001

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:04/14/2025

  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

• Initial Complaint

  Date:04/12/2025

  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 have prepaid for a legal copy of my birth certificate from ********, $124.95. I have filled out and sent all necessary information but has been rejected for lack of information. I have called the customer service numbers repeatedly adding up to hours of hold time without getting anyone to answer. All I'm needing is assistance in getting the proper information to them to finish and complete the order.

  Business Response

  Date: 05/01/2025

  Hello ******,
  
  We appreciate you placing your birth certificate order with VitalChek and sharing your feedback. We sincerely apologize for any sort of extra charges during the processing of your order; however, order total shows $49.50 and not $124.95. 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 since has been fulfilled. After reviewing your order placed with ***************************** & **************** we see you had an order delivered to you on April 16, 2025. If you have any further question, please feel free to contact us at your earliest convenience. 
  
  Best Regards,
  
  Vitalchek Customer Support
  
  

• Initial Complaint

  Date:04/11/2025

  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 attempted to purchase a Birth Certificate for our new born on **************, I submitted my identification & the required documentation.VitalChek took the processing ******** order have been pending for over a month now. I've sat on hold waiting to speak with a representative for multiple hours on multiple days with not being able to speak with a single person about this issue.Additionally I've sent multiple emails trying to understand what the hold up is, and after seeing plenty of comments saying VitalChek is a scam, I'm worried that they've just stole my information, money & are not going to respond or provide the service they were paid to do.

  Business Response

  Date: 05/01/2025

  Hello *******,
  

  We apologize for the frustration and inconvenience you have experienced while waiting for your birth certificate. We appreciate you taking the time to share your feedback so we can pass it on to the appropriate personnel.  After reviewing your order, we realized that your order was delayed because the Sworn Statement you provided was marked insufficient on both upload attempts after several notifications for same documentation. Your document was shipped on April 14, 2025, three (3) business days after the correct Sworn Statement was submitted and approved. If you need assistance, please contact us by dialing **************. 
  

  Best regards
  VitalChek Customer Support

• Initial Complaint

  Date:04/11/2025

  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.

  I wish to seek a refund for non delivery of a birth certificate. I have contacted this company over 6 times through email. They have charged me ***** but no services have been rendered. They have failed to deliver this to me. I have spent countless hours on hold. What is worse, is I have provided them with multiple forms of proof of who I am and they ask for more. It almost feels like this may be an identity theft ring. They have my personal data and I have no certificate. The phone system goes around in a loop. I am reporting to the attorney general in my state. They claimed my card was declined, but the charge has posted in my bank account. Thank you for your time.

  Business Response

  Date: 05/01/2025

  Hello. We appreciate you placing your birth certificate order with VitalChek and sharing your feedback. We are sorry to hear that you are dissatisfied with your experience. If you need assistance, please contact us by dialing **************.
  
  

  Customer Answer

  Date: 05/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and want to report that they have given me a refund. Thank you!  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/10/2025

  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.

  I placed an order for a marriage certificate almost a month ago, on March 11. The confirmation email said I should receive it by April 8. I paid for the expedited ********* delivery. As of April 10 I am still waiting. Online status just says "Processing" which is what it has said for the past several weeks. I tried emailing support - no answer. I tried calling - I've now been on hold for 90 minutes. This is the absolute WORST service. It would have been faster to make an appointment and just go to the ****************** myself.

  Business Response

  Date: 04/29/2025

  Hello ****.
  
  We appreciate you placing your birth certificate order with VitalChek and sharing your feedback. We sincerely apologize for any sort of a delay you experienced during the processing of your order. As we review your order placed through Los Angeles County Registrar/Recorder, we realized that your document was delivered on April 17,2025. We are happy to see this issue was resolved. If you need further assistance, please contact us by dialing **************.
  
  Best Regards,

  Vitalchek Customer Support

  
  

• Initial Complaint

  Date:04/10/2025

  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.

  Vital Check employee took my info via phone to create the birth certificates for my twins. He must have been 97 years old he could not hear or spell and I repeated my husbands name to the man maybe 8 different times finally he repeated it back correctly now after months of waiting and paying $70 for these certificates he spelled my husbands name wrong and the same state who issued their birth certificates is now not allowing passports to be issued due to this small error and Vital check says 8 MONTHS to correct the mis-spelled letter of my husbands name. This one individual should not have had the authority to process and charge me for an incorrect certificate that I am now being penelized by the state of WA who created the issue in the first place. I cannot contact anyone at Vital check to get this corrected I have been calling for days and cant get the phone answered. They have no office I can go into and no website to communicate on. This is insane that Vital Check was the only route I could get my childrens birth certificates through in the state of ** and now they seem to no longer be in business? How is this possible?

  Business Response

  Date: 04/30/2025

  Hello ********,

  Thank you for your feedback. We attempted to contact you today by telephone. Unfortunately, you were not available to take our call. Please return our call at your earliest convenience so we can better assist you. We look forward to speaking to you soon. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:04/10/2025

  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.

  On March 24th, 2025 I submitted everything necessary to get my daughters birth certificate from vitalcheck. I was told to upload documents, I uploaded them immediately, and was told via email it would take 24 hours for processing. Since then I have not received anything. I have tried calling them multiple Times but can not get a representative on the phone. This is absolutely ridiculous. We need her birth certificate so we can get her passport as we are going out of the country and vitalcheck is holding everything up. We need her birth certificate asap.

  Business Response

  Date: 04/29/2025

  Hello Tess,
  
  Thank you for submitting documentation to complete your child's birth certificate order. Unfortunately, we still need a completed and notarized VitalChek Identity Verification Form. Please click the Manage My Order button on the customer portal site. Log in using your Order Number and PIN. Follow the prompts to Complete Order Now and/or Submit Additional Documents. We look forward to assisting you soon.
  
  
  Best regards,
  
  VitalChek Customer Support

• Initial Complaint

  Date:04/10/2025

  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.

  Vitalchek was supposed to deliver a certificate I ordered. Instead they sent me a document stating the certificate does not exist. I know for a fact that it does exist at the location I provided with the information I provided. Since I was able to locate the information at the County website. Not only did they not provide the document requested. They did not refund me the fee that I was charged to obtain the document on my behalf. Attempted to contact them in order to try to resolve but was on hold for over 2-3 hours and was not able to get a hold of a person.

  Business Response

  Date: 04/30/2025

  Hello *****,

  Thank you for your feedback. After reviewing your order with New York State Vital Records, we see you had an order placed for a divorce certificate. The letter of no record found was not sent by Vitalchek, it was sent by the agency that processed your request. Vitalchek does not have access to the records requested. 

  On April 16, 2025, there was a charge dispute opened by your bank/credit card company. We can no longer process a courtesy refund for any of the fees associated with this order until the dispute investigation is completed. We apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support