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 Inc

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

• 

  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

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:04/07/2025

  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 started this process Feb 5 and submitted payment for one birth certificate and processing fee.I saw that on Feb 12, they had written back to ask for documentation, which I knew I had provided - my driver's license front and back. Perhaps it did not go through, so sent again. Received 2 emails in return stating thank you for submitting your documents. Ok - great - all set. Nope, not the case. 6 emails more asking for documentation and I thought - maybe they had not seen the other come through. I looked again on 3/29 - and realized I needed to sign something and send on some verification form. Went in to the manage order portion and it said cancelled order. Sigh.Tried calling since April 1 daily in between that crazy working for a living thing we deal with and was on hold from 10 min to today's record I could hold for during a meeting - 1 hour 11 minutes - my goodness. Really? So, I finally sent an email after the call - and at least got some auto response stating " Thank you for your question. Our team is researching this issue, so please watch for our reply" Great - there is a team, good to know as feels like no one there or cares or answers or who knows. The customer support was from address @vc_credentialing@lexisnexisrisk or such - are they real humans ? This service should not be that difficult and really would like the birth certificate before I retire - plus, now that I see how long it takes, may need to order more - how can I get the one already ordered and partially paid for (need to still pay the 20- for when they send it) and add2-3 more? Worth it to add those so no more going through this again. Thank you!

  Customer Answer

  Date: 04/22/2025

  Have you heard from the company?   Yes       No
  
  Are you satisfied with the company's efforts to resolve this matter?       NO - I have not heard from them yet either and check my email daily at this point. Last heard was on my birthday, ********. This is my only avenue to obtain my birth certificate and possibly more documents at this point since not living in city where I was born. Why are they not answering at all to either of us? Pretty unhappy as need to fly at some point and also need my passport etc for just having on my person nowadays. PLease reach out again and thank you for your help!
  
  If not, please explain.
  
  Comments:  _____________________________________________________________________________
  _____________________________________________________________________________
  _____________________________________________________________________________
  _____________________________________________________________________________
  _____________________________________________________________________________
  
  Your Signature: ______________________________________ Date ______

  Business Response

  Date: 05/01/2025

  Hello *******,
  
  Thank you for submitting documentation to complete your order. Unfortunately, we still need a signed/dated or notarized VitalChek Identity Verification Form. All agencies we are contracted with require entitlement documentation. This will ensure the security and privacy of all vital records being ordered.

  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 or Submit Additional Documents. We look forward to assisting you soon.
  
  
  Best regards,
  
  VitalChek Customer Support
  

  
  

  Customer Answer

  Date: 05/05/2025

  Hi -I have yet to hear from the company and about your call and try again today. This is so frustrating as required this north certificate and more to get all documents in order to remain country I was born in - immediately. I will let you know when/if resolved and thank you for your follow-up.

   

  ******* ****

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23173363
  
  I am rejecting this response because: I have tried this numerous time. The landing page where I enter my order number and pin will not let me proceed further online. It says order was cancelled and has said this since trying within a few days of letting me know it needed me to resend documents. Months ago. I tried calling as it states and being someone who also works for a living and has little time for calls during same business hours as you, I have sat on hold inordinate amounts of wasted time trying to reach anyone. First time was 45 minutes hold, second was one hour and 11 minutes, third was 46 minutes - I am trying hard as I can. Please reopen that order number and pin so I am able to do this online as at this point I truly do not want to talk to a human there unless absolutely necessary. Thank you!
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising 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 copy of my birth certificate through the company last month. I had to submit a photo state **, which I did, and which has been processed. The company has claimed I need to submit a photo **, which again I did. The company sent an email that the order was cancelled because I didnt submit the ** that they had processed. They sent no refund and the order still shows as processing. I have emailed them twice in the last 2 weeks and have gotten no response. I tried to reach them on the phone and no one answers. I am seriously concerned this company might be a scam and I am extremely alarmed that they have my vital statistics and are now ignoring me.

  Business Response

  Date: 04/24/2025

  Hello *****,
  
  Thank you for your values feedback. After reviewing your order placed with Tarrant County Clerk, we see your order is available to agency for processing to you on April 22, 2025. The currently processing time for this agency is 7-8 business days (via standard mail). We sincerely apologize for any sort of a delay you experienced during the processing of your order. Most of the agencies we are contracted with require identity verification documentation. This will ensure the security and privacy of all vital records being ordered. If you have any further question, please feel free to contact us at your earliest convenience. 
  
  Best Regards,
  
  Vitalchek Customer Support

• Initial Complaint

  Date:04/07/2025

  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.

  I ordered a replacement birth certificate on 3/20. I received notice afterwards that I need to upload additional documentation which I did, then received another notice that even more documentation was required to upload but did not specify what. I submitted a request for support via email per their website prompts and have spent multiple hours on hold at their support line with no answer. The website does not provide clarity or transparency into the process nor directs you to what specific information you are missing. Meanwhile I am unable to access my necessary documents.

  Business Response

  Date: 04/24/2025

  Hello *******,

  We appreciate you ordering your birth certificate through VitalChek. Were sorry to hear about your frustrating ordering experience. As we review your order, we realized that the document you needed for the order to be processed was upload and approved on April 16, 2025. The Arizona Vital Records is currently processing your order; an email will be sent to you with the tracking number once the record is shipped.

  Best regards

  VitalChek Customer Support

   

  Customer Answer

  Date: 04/25/2025

   
  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:04/07/2025

  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 my order on 04/02/25 I submitted notarized form same day after they asked, it says it would process within ***** hours which would have been Friday 04/04/25 I emailed them no response and Ive called 3 times today and waited an hour or over an hour to for no one to pick up, my order is still pending, there is no purpose to pay for next day shipping when you cant even approve the docs in the time frame they provide, this is ridiculous and I need my birth certificate for important reasons so everything has to be put on hold due to this company never again!

  Customer Answer

  Date: 04/07/2025

  After waiting on hold for the last time for 3 hours I was able to speak to someone so the issue is resolved thank you !

• Initial Complaint

  Date:04/07/2025

  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 submitted all documentation needed as requested to obtain a birth certificate in mid-March, I have also sent 3 emails now to get assistance to which none have been responded to. Items Provided Payment Front and back copies of my husband and my ID Certified stamped marriage license Written letter of authorization I just need to know what the issue/hold-up is as we need to get this birth certificate to get the new travel ID.We just need assistance and not getting anything other than automated emails even though everything has been reviewed.

  Business Response

  Date: 04/24/2025

  Hello ********,

  Thank you for placing your order through VitalChek and sharing your feedback about the long processing time. We partner with more than 500 vital record agencies across the **************** has its own unique requirements and therefore can have different processing times. 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 apologize for the inconvenience.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:04/07/2025

  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 submitted a request to VitalChek for 2 copies of my marriage license for social security purposes, and it was never delivered. After waiting for over 20 days, I called the number listed on the Tennessee Bureau of Vital Statistics and was informed that the document was mailed to me on March 10th. This is impossible as I stated that I wanted to pick the item up and I had 10 days to do so, which should have made it March 20th. How can they mail it to me on the 10th when my documentations show that it was located on March 6th and mailed to the Vital office in ********* on March 11th? Additionally, I was also informed by a representative of VitalCheck that I had to now wait an additional 45 days before requesting any action taken and that I would receive a "complementary" copy from them. My order was for two. I STRONGLY feel that this company needs a complete investigation as I can't be the only one who encountered this "bait and switch" tactic from this company. Please assist me in obtaining my 2 copies as I need them to verify and complete an important financial matter.

  Customer Answer

  Date: 04/18/2025

  Greetings-
  

  I have attached the form requested and my denial letter from social security.  I find this practice appalling and due to their negligence, I intend to pursue legal action against them.  The amount of stress and undue hardship this has caused me is irreparable, and I cannot be the only person who has encountered this "bait and switch" type of business.  I currently work at the ***************************** in ***************** and stated on my request that I was going to pick up my documents in person, due to me expediting this document to social security due to time restraints.  The Maryland Attorney General will also be assisting me with the Tennessee Attorney General as I stated before, I will file legal actions.

  Respectfully-

  ***** V ******

  Business Response

  Date: 04/24/2025

  Hello *****,
  
  We apologize for the frustration and inconvenience you have experienced after ordering your 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, we realized that you were advised to pick up the record at Tennessee Office of Vital Records on March 10,2025. Orders not picked up within 10 business days will be shipped via Regular Mail (unable to track). You can contact the Vital Records at ************ to check if document was returned. Returned orders are held for 30 Business days until agency is contacted by customer.
  
  Best regards
  
  ******************** Customer Support

• Initial Complaint

  Date:04/07/2025

  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 order status was updated on 3/27/2025 stating that my order had been assigned a tracking number. It has been 11 days since my package was marked as shipped on the VitalChek website, however, *** has still not received said package. It was $99.95 for 2 copies of my birth certificate, I at least expect the company to maintain accurate records on the location of their packages considering this is PHI they are handling.

  Business Response

  Date: 04/24/2025

  Hello *********,

   

  Thank you for placing your certificate order through VitalChek. We are sorry to hear about the frustrating ordering experience you have had.  Please know that we take your comments seriously.  I have forwarded this on to one of our customer service specialists who will be looking into your order shortly. Please expect a call back from a member of our escalations department in the next business day. 

  Best Regards,

  Vitalchek Customer Support

  
  

• Initial Complaint

  Date:04/06/2025

  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 an overnight death certificate of my father for use with his estate and benefits. I uploaded everything that they wanted. Two days later they say they need these documents notarized which I did and spent a lot of money on that. Then I sent it in via upload to their website. It's been several days and I ordered this death certificate on March 25th and paid for overnight shipping service to get it to me asap. Between the cost they're charging and the Notary I've paid over $200 for a death certificate I haven't even received yet. This website should refund me in full and be shut down for violating privacy laws. They deceived me. They acted like they were the official death certificate provider of Arizona but that was wrong.

  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. A customer service specialist will reach out to you within 3-4 business days. Again, we apologize for any inconvenience and frustration this has caused you.
  
  Best regards
  
  VitalChek Customer Support

• Initial Complaint

  Date:04/06/2025

  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 ( *********) and spent over three hours waiting on the phone to speak with a VitalChek employee. Finally on Saturday, March 5th at 8:59 pm I spoke with ****, a representative. I told him I wanted to have this order apostilled. He confidently told me that he could cancel this order and placed another one, charging me another $120 dollars. I then got a request for documentation, thinking it was the new order. It turns out he did not cancel it. I tried to call the health department to cancel it after I emailed VitalChek, the woman was unhelpful and refused to cancel it. On top of that she told me the information was inaccurate and they could not complete the order, BUT were still going to charge me for "work" done.

  Business Response

  Date: 04/23/2025

  Hello April,

  Thank you for your feedback. We attempted to reach you today (April 23, 2025) by phone. Unfortunately, you were not available to take our call. Please give us a call back at your earliest convenience. We provided you with the best call back number to reach us in your voice message inbox. We look forward to assisting you soon.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  

  I called back VitalChek's representive, ****, and spoke at length with him over the phone. My refund was processed. He is also addressing my other concerns regarding the call times.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/05/2025

  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.

  Despite multiple attempts over multiple weeks to contact this business via telephone, email, and facsmilie, I have received no resolve. I paid additional monies for VitalChek processing and an overnight *** delivery for a marriage license copy from ***********. Unfortunately, l have not received it, as agreed. To add, on 4/1/2025, I waited on hold for 1 hour and the following day, for 3 hours before disconnecting the calls! After reading some of the previous complaints it's not only clear that this is an ongoing issue; but also, that this business only responds to escalations (i.e. BBB complaints). Otherwise, why would they have an "A Rating" considering the track record that I just reviewed on this website by many other customers? It is most certainly misleading to the consumer. All in all, I am asking that VitalChek finish the job that they have received payment for, within the timeframe stated. I would like my document to be sent now, and would also like to be fully refunded all associated processing and overnight post fees. Please see the attached documentation to support my complaint with this company. Thank you.

  Business Response

  Date: 04/23/2025

  Hello *******,

  Thank you for your feedback. As mentioned, we have refunded a portion of your order due to the inconvenience of your order being delayed. We sincerely apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support