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

  1000 Alderman Dr Alpharetta, GA 30005-4101

• 

  VitalChek Network, a LexisNexis Company

  PO Box 10680 Peoria, IL 61612

• 

  VitalChek Network

  Trenton, NJ 08690

• 

  VitalChek Network, a LexisNexis Company

  Phoenix, AZ 85012-1995

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:04/10/2025

  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.

  I needed to cancel my order and called the customer service number in my confirmation email less than 24 hours later. I spent 90+ minutes on hold and sent multiple emails. Next day, I searched for any other numbers I could use and managed to speak with a person who told me that it was now too late to cancel. This is a scam, I hope *** cuts their contract with them.

  Business Response

  Date: 04/29/2025

  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 and your request to cancel said order. After reviewing your order placed through N.Y. State Vital Records (**), we realized that your order was sent directly to the agency once the payment was submitted. As per N.Y. State Vital Records. cancellation policy, for orders that have already been made available to the agency for processing, they DO NOT cancel for any reason. 

   If you need assistance, please contact us at your earliest convenience by dialing **************.

  Best regards,
  
  VitalChek Customer Support

• Initial Complaint

  Date:04/10/2025

  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 online and paid for it, I have sent 3 different emails to their customer service department and have not even received a response. In addition I have called their customer service number and was on hold for over 2 hours with out any agent coming to the phone.I have been waiting over 2 weeks and I even call the number to check the status and it says the same as it will be sent the following business day. It has been so many business days I am not sure what their definition of a business day means.This is important as a job hangs in the balance and it is un called for to be ignored especially when they already took my money.Any help to resolve this would be helpful Thanks, ****

  Business Response

  Date: 04/18/2025

  Hello *****,
  
  We apologize for the frustration and inconvenience you have experienced after ordering your 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 experienced; Florida Vital Statistics is currently processing your order. For all status requests, please contact the agency at ************************.
  
  Best regards
  
  VitalChek Customer Support
  
  

• Initial Complaint

  Date:04/09/2025

  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 for a certificate order #********* and got confirmation stating all orders reviewed within a maximum 48 hours. At the time of the order, an additional document was requested and was uploaded. Over a week later, received email stating "additional information required". Went to website, but order status still shows "In review" and no mention of what "additional information" is required. Have tried to contact via company's order inquiry system but they do not respond to that and do not respond to email. Calling the company results in being put on hold and no one ever picks up after literally hours waiting on hold.

  Business Response

  Date: 04/29/2025

  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. We apologize for the delay you experienced; we are currently experiencing delays with document approval. Again, we apologize for any inconvenience and frustration this has caused you. As we review your order, we realized that it was delivered on April 10, 2025.
  
  Best regards
  VitalChek Customer Support

• Initial Complaint

  Date:04/09/2025

  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 am a case manager for a Client who I paid for him to receive a copy of his daughters BC. I sent a check dated 2/7/25. The check was cashed on 3/6/25. It's now 4/9/25 and he has yet to recieve the Birth certificate for the check they cashed over a month ago. On 4/8 I spent 5.5 hours on hold with no answer. Today I've been on hold for 2 hours with no answer. Just hold music. I want a call back and told where this birth certificate is at for the money they have already received. Thanks

  Business Response

  Date: 04/29/2025

  Hello ******,

  We appreciate you placing your order with VitalChek and sharing your feedback. We are sorry to hear that you are dissatisfied with your experience. The information provided is not sufficient to locate the order. Please contact us with your order number. You can call us by dialing **************.
  

  Best regards
  
  VitalChek Customer Support
  
  
  
  

   

• Initial Complaint

  Date:04/09/2025

  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.

  State of Michigan has outsourced vital records requests to VitalChek. My daughter is trying to get a certified copy of her birth certificate so she can apply for a driver's license. After taking our application fee, they are asking her to upload a copy of her driver's license. In the application process, we explicitly say that she needs this to apply for a driver's license in one of their drop down menus. I've been on hold with their "customer service" line for 1 hour 19 minutes and counting. I'm not sure how they can take our money and *then* tell us the requirements. They are very clear that the fee is non-refundable after we get to this point in the process. This is either a terribly designed process or an intentional scam.

  Business Response

  Date: 04/29/2025

  Hello *****,
  
  Thank you for your valuable feedback. After reviewing your order placed with ************************************************, we see your order was duplicated. Due to the duplication, the Vitalchek processing fee for the order number you provided on this case was refunded to the credit/debit card on file on April 9, 2025. The next order you placed was delivered to you on April 17, 2025. We sincerely apologize for any sort of a 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. We are happy to see this issue was resolved and your order since has been fulfilled. If you have any further questions, please feel free to contact us at your earliest convenience. 
  
  Best Regards,
  
  Vitalchek Customer Support
  
  

• Initial Complaint

  Date:04/09/2025

  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 03/27/2025 I applied for 3 marriage certificates from Ventura County Recorder CA.I was given the ** #********* and a pin #. I was requested to get a sworn statement notarize. I uploaded it. The next business day I received an email from them saying the Bride's maiden name looked to be wrong. Their email suggested calling them so they could clear it up. I called, and called and called. I waited very patiently at first, waiting at least an hour and a half. At one point I was hung up on. The next day I tried calling again. I went back to the notary and got another sworn statement, this time I asked the notary To put my middle initial in. I uploadeed that one. The next business day I got the same message. By this time it was April 4th. I emailed them. I asked them to please respond. Then I filled another form and on 7th, I had another notarized it. That night was a Friday, so I waited and on the 9th, the very same email arrived! I jotted off another email to them.

  Business Response

  Date: 04/24/2025

  Hello *****,
  
  We appreciate you placing your 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 placed through Ventura County Recorder, we realized that you need to verify details on your record and provide verification documentation in order for the record to be processed. If you need assistance, please contact us by dialing **************.
  
  Best Regards,
  
  VitalChek Customer Support 
  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23180105
  
  I am rejecting this response because:this is essentially the same response from VatlaChek I've had all along. It sounds good, but what is actually required?  I emailed them once again last week, giving the til Tuesday 4.22.25 to let me know what was required.  They did not respond.  Today I was going to send you, the BBB, the report.  The enclosed documents were just some that I, in desperation, sent them.  I also sent three Notarized Sworn Statements that I was who I said I was; and even my Covid-19 Immunization record.  They say to call them...I DID call them...many times...and NO answer.  To be *****, I don't know if anyone is there or if the operation is on auto-pilot!

  At this point, I want a full refund.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/09/2025

  Hello *****,

  Thank you for your response. We have escalated your complaint to our escalations department. Please expect a call back within the next two business days ( excluding weekends). We look forward to speaking with you so that we can better assist you.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23180105
  
  I am rejecting this response because: I have been close to my phone.  They said they would call in two day's time.  They have not called and it has been three days.

  I still desire a full refund!
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 06/02/2025

  They said the would call...THEY DID NOT.  THEY DID NOT PERFORM AS PROMISED. I don't consider that acting in good faith.

  I guess BBB is also inept and toothless!!

   

  I paid good money for their service, you have left me holding the bag!

  ***** ******

   

   

   

• Initial Complaint

  Date:04/08/2025

  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 placed an order for a new birth certificate (I have a new name now) with VitalChek on November 2024.I heard nothing from them at all until today, 4/8/25, where they emailed me and requested to confirm information via phone because they were unable to find my original records.The phone line goes nowhere - ************ As of this writing I have been on hold for 2 hours and 40 minutes.This is especially troublesome because I paid them for this service already and Im not even able to provide the information they are requesting to perform the service.This is the only business that our state (NY) contracts for this service, so I feel like I have no choice but to file a complaint, as Ive been very patient and need my records that I paid for already.

  Business Response

  Date: 04/18/2025

  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.

  As we review your order, we realized that the documents you uploaded was approved on April 12, 2025. Your order is currently being processed by the **** State Vital Records office. ************** is experiencing long delays in processing orders (current processing time is ******* business days). 

  Best regards
  VitalChek Customer Support
  
  
  

  Customer Answer

  Date: 04/21/2025

   
  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:04/08/2025

  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 original birth certificate, using a COPY of my original certificate with the exact information. They claim they cant find it and so they don't need to give me a refund and had the nerve to send an email stating "order shipped" and I received a letter stating we couldn't find it. This is the biggest scam on earth. They take no responsibility but are in-fact the people initiating the search. If they cant find it, then perhaps reach out the customer and clarify the information so the search can be done correctly. I ended up doing another order and paying for a copy, but if they "don't find it again" then i know this is a scam because there is no way a copy of my birth certificate is wrong. they need to do a much more in depth job or refund customers a portion of the charge if they cant locate it.

  Business Response

  Date: 04/24/2025

  Hello ****,

  We appreciate you ordering your certificate through VitalChek. Were sorry to hear about your frustrating ordering experience. I have forwarded your complaint on to one of our customer service specialists who will be looking into your order and reach out to you shortly.  In the meantime, if you need to contact us, please call us by dialing **************.

  Best Regards,
  
  Vitalchek Customer Support
  

• Initial Complaint

  Date:04/08/2025

  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.

  On ******* I request a birth certificate. I was promptly charged $15.Once I submit my drivers license photo to proof my identity and even submit further documentation to prove my address and name matches my drivers license and birth certificate. These documents were processed 3 days later.I then received an email saying the names do not match, and I am required to call. (**************) I have called this number 4 times now and counting. Each time Im on hold for ***** minutes and no one ever answers the phone. Whats extremely frustrating is every day or so I get an email from them telling me to call them to solve the problem. However no one ever answers the phone. Yet they take your money instantly. The amount of time Iv spent on hold is ridiculous. I shouldnt have to resort to coming to the Bbb to file a complaint. I wouldnt if someone just answered the phone. The fact of the matter is their system loves to send emails about them requiring more information. Yet no one is there to answer a call and receive that information it seems.I require this document for my drivers license which expires this year.

  Business Response

  Date: 04/24/2025

  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. As we review your order placed through ***** Vital Records, we realized that you need to verify details on your record in order for the document to be processed. If you need assistance, please contact us by dialing **************.
  

  Best Regards,
  
  Vitalchek Customer Support
  

• Initial Complaint

  Date:04/08/2025

  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.

  Vitalchek is a scam. I tried to order my sons birth certificate through them. They advertise ***** hrs processing time. I paid, they charged me, I submitted the documents and 3 weeks after I paid they finally approved my documents, said it would be printed and shipped. We never received the birth certificate. When I call I wait on hold for over 2 hrs. I email and they go unanswered. Status just says pending. I want either my money back or the birth certificate. Its crazy that you advertise ***** hrs yet here I am over a month out and still nothing. Stay away from them. Its crazy that the state of ******* recommends we use them. I since have asked around and know of 4 others that never received their documents. ******* and vital check are scamming people. Taking my 50 dollars and not providing what was promised. Give me my money back or send me the birth certificate.

  Business Response

  Date: 04/24/2025

  Hello *******,
  
  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 about your refund request. After reviewing your order, we realized that the document was shipped on April 17, 2025. Again, we apologize for any inconvenience and frustration this has caused you.
  
  Best regards
  
  VitalChek Customer Support