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

733 total complaints in the last 3 years.
399 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:04/04/2025
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.
This business is committing fraud. I filed for my son's birth certificate and paid $50. The birth certificate never arrived, and no one is returning my support inquiries.
Business Response
Date: 04/22/2025
Hello Giana,

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 apologize for the delay you experienced. After reviewing your order placed through Cook ********************** it shows that on April 21, 2025, another status request was sent to the Agency for order update. The vital records office will take up to 3-5 business days to respond to this request.

Best regards

VitalChek Customer Support
Initial Complaint
Date:04/04/2025
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.
Ordered a birth certificate with an estimated delivery date of feb 28, 2025 and I have consistently written and called this company. To date, they are still looking into the problem! If they cannot give me my birth certificate, then return my money! I have an important event in ***** and may miss it because I may not get my passport in time! I need my birth certificate. Please help.
Business Response
Date: 04/14/2025
Hello *****,
Thank you for your feedback. After reviewing your information provided, we were not able to retrieve an order. Please provide us with your order number so we can better assist you. We look forward to hearing from you soon.
Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:04/04/2025
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.
**** website. Trying to get a copy of my fathers death certificate. I have submitted front and back of my ID, two different copies of my birth certificate and a notarized copy of my signature. Keeps saying I have to submit more info. No way to contact by phone as I have sat on hold for nearly an hour.
Business Response
Date: 04/22/2025
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. 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 your order is currently being processed by Arizona Vital *************** The current processing time is ***** business days.

Best regards

VitalChek Customer Support
Initial Complaint
Date:04/04/2025
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 3/13, I placed an expedited order for extra $21 for expedite for my parents marriage certificate per referral from the state of ********** with Vitalchek. 3/21 i got an email more info was needed. Uploaded DL, Passport and auto registration requested with required addresses and received email confirmation of upload and saw them in manage my account. 3/27 emails said they needed more info but manage account didn't request any new items. I emailed and asked what was needed after I tried to call and stayed on hold >20 min. 3/28 received another email that more info was needed. I looked on manage account and nothing additional noted. Called and held for >20 min and e-mailed. 4/3 got an e-mail that If I didn't provided needed info, order would be placed on hold. Did the drill again emailed and asked them for the love of God to tell me what they needed. reuploaded documents just in case there was an issue. 4/4 got an e-mail that my order is on hold. Tried to call. On hold 36 minutes. it should be noted that the company routinely makes you repeat the same listening message and choose the speak to customer service 2x before they even connected you to the endless recorded music where no one answers. It should also be noted that it says the processing fee is non refundable and there is no option to cancel and get your money back if you don't give them what they want. I simply want what I ordered -- PLEASE GIVE ME MY MARRIAGE CERTIFICATE. SINCE NJ USES YOU, I HAVE NO OTHER OPTION!!!!!!!!!!!!!!!!!!!!!!!
Business Response
Date: 04/23/2025
Hello *******,
Thank you for your feedback. After reviewing your order with New Jersey Vital Records, we see you have an order pending completion. Your order is currently in the process que with the agency. Current processing time for this agency is ***** business days. Your order began processing on April 10, 2025, after your entitlement documentation was approved. On April 9, 2025, an email was provided to you which included your order summary and estimated date of delivery. Please advise us if you did not receive that correspondence or if you are need of it being sent to you again. We look forward to hearing from you soon.
Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 04/23/2025

Complaint: 23161839

I have received notification that my order is being processed. However, I am rejecting this response because they did not take accountability for not telling me that they needed my birth certificate as proof of entitlement until I had asked them 3 times and until after I filed a complaint with the BBB. If they are going to put an order on hold, they need to send a specific note on how to get the order off hold. They did not do that and took up hours of my time to follow up with them because of their lack of communication. If their response is going to be posted for other customers, They need to take accountability for sending an auto generated e-mail that did not outline what specifically what they needed and commit to improving their processes and removing a phone number from their materials that is never answered. I am not the only one with a similar complaint.

Sincerely,

*** *******
Business Response
Date: 05/09/2025
Hello *******,
Thank you for your response. We apologize our last response did not meet your satisfaction. Unfortunately, exact documents are not listed on the email itself that is sent our customers. However, all of this information is conveniently provided in the customer portal. Sign in information is provided, once signed in a two sided list is provided of all documents that would be accepted. Some of those documents are listed as alternative documents. We apologize if this information was difficult to locate.
We understand our current hold times are higher than normal. Due to a large increase in order volume we have seen an increase in overall call volume as well, a direct result is the longer hold times. Our call center is open 24 hours a day, we always advise to call during non peak hours to avoid long wait time to speak to a representative.
As of today, May 9, 2025, your estimated date of delivery is June 11, 2025. Again, we apologize for any inconvenience that you may have experienced during the ordering process.
Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 05/12/2025

Complaint: 23161839

I am rejecting this response because: I reads as though I was unable to understand the info in their portal. That was not the case. I understood it perfectly. it is simply that The item that they eventually asked me for after I pleaded with them via e-mail 3 times to send me a custom e-mail to explain what they were looking for, was not listed on their two sided list. Further, their explanation about being busy is unacceptable. Being busy does not excuse you from providing customer service. I do not want to hear from them any further. I ultimately got what I needed but it was only because of the multiple extra hours I put in hounding them and not because they run a reasonable business. I simply believe others should know before doing business with them and the state of ** should definitely understand the poor service their delegates provide.

Sincerely,

*** *******
Initial Complaint
Date:04/04/2025
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 copy of my birth certificate on **********, paid the required fee, and was told that I should receive delivery by March 31, 2025. It is now April 03, 2025, and I have yet to receive my certificate, nor have I heard from VitalChek. I have called a number of times and I have spent hours attempting to speak to their customer service but was unable to get through to them - on hold for a number of hours. Any idea on how to resolve this situation?
Business Response
Date: 04/22/2025
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. We apologize for the delay you experienced; the Los Angeles County ************************** was experiencing delays with document processing. Again, we apologize for any inconvenience and frustration this has caused you. After reviewing your order, we see that the package was delivered on April 11, 2025.

Best regards

VitalChek Customer Support
Initial Complaint
Date:04/04/2025
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.
Vital Check claims they will review your identification documents within ***** hours. But its been over a week and I have called and emailed them now 3 times. They need to actually do what they say they are going to do and review my authentication documents so that I can get my birth certificate.
Business Response
Date: 04/22/2025
Hello Sasha,
Thank you for placing your birth certificate order through VitalChek. All feedback is important to us, so we appreciate you letting us know about the longer than anticipated processing time. We apologize for any inconvenience this may have caused you. If you have any questions or concerns regarding your order, please do not hesitate to reach out to ****** Vital ************** directly at **************.
Best wishes
Vital Chek Customer Support
Initial Complaint
Date:04/03/2025
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 purchased a divorce certificate from vitalcheck and they charged me $71 dollars and mailed me a letter saying they do not have the record. I then had to go directly to the state to purchase the record. I should get a full refund as you cannot sell something that you do not have. They do not answer the phone. I waited for over an hour. I emailed a request for a refund multiple times. They got back to me weeks later and just said they mailed a record not found letter and if I didnt get it I should file a complaint with **** There is no reason to mail a letter saying you cant find a record. I paid for a certificate and they did not deliver.
Business Response
Date: 04/22/2025
Hello *****,

Thank you for your values feedback. After reviewing your order placed with Cook ********************** we see that 1 copy of the record fee was refunded on March *******. The appropriate team will also review the shipping method ***** and provided you an update on same. We sincerely apologize for any sort of a delay you experienced during the processing of your order. If you have any further question, please feel free to contact us at your earliest convenience.

Best Regards,

Vitalchek Customer Support
Customer Answer
Date: 04/22/2025

Complaint: 23158258

I am rejecting this response because I paid you for a record you do not have and I expect a full refund not a $3 dollar refund for a second copy. You charged me to mail a letter saying you dont not have the record I paid for. That could have been a free email and maybe a smaller fee to search for the record.

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
Initial Complaint
Date:04/03/2025
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 have placed on online order for a duplicate copy of my Birth certificate from the state. They are listed on the county's website with a link on the place to go to get a copy. I have submitted my information and filled out the form. I then travelled to get this notarized and uploaded a copy. Their site speciically states ***** hours. Order is still pending. Calling them garners on hold with no response for hours. They dont pick up the phone, they dont answer emails. I could have driven across the states for a copy quicker than this company claims!
Business Response
Date: 04/22/2025
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. 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.

Best regards

VitalChek Customer Support
Customer Answer
Date: 04/22/2025

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:04/03/2025
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.
Ordered a birth certificate with expedited shipping on 2/6/25. Submitted a follow up ticket and received a response a month later instructing me to call if my order was not received. Spent 30 minutes on hold the first attempt and 1.5 hours on hold the second attempt. No other way to contact them. I want the birth certificate I ordered via expedited shipping AND a refund of that fee because of the long delay. Unacceptable.
Business Response
Date: 04/22/2025
Hello *******,

We sincerely apologize for the extended processing time of your order with us. We understand the importance of timely deliveries, and we regret any inconvenience this delay may have cause.

As we review your order, we realized that we have responded to your email on April 6, 2025, requesting order verification for us to submit a status request to Cook County Clerk's Office. A status request is submitted to vital records office to get order updates; it normally takes up to 3 to 5 days to get a response after the request is submitted. Status Requests for this agency are sent out on Mondays. Example: If you submit your request on a Wednesday, the request will go out the following Monday.

Best regards

VitalChek Customer Support
Initial Complaint
Date:04/03/2025
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 used Vital Chk online on November ******* copies of my marriage certificate from *********** In ******* ***. I did not receive them and contacted Vital Chkby phone and email. I received some response in the first month with less and less as months went on to no response now. There is over an hour wait on phone with no assistance. I want a full refund. I mailed in to *********** an order directly on March ******* and am awaiting my certificates.
Customer Answer
Date: 04/12/2025
I still have had no response.
Customer Answer
Date: 04/21/2025
As of today 4/21/2025 there has been no receipt of either my marriage licenses or a refund.
Business Response
Date: 05/08/2025
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, 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

Business Response
Date: 05/08/2025
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, 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
Customer Answer
Date: 05/09/2025
Due to non- response after 5 months and non- response to BBB I did go to my credit card company and opened up a dispute.
Due to doing this Vital Chek finally responded on 5/5:2025 with the same response BBB received.
i am awaiting a response from my credit card company to finalize a full refund.
Horrible experience and business practice from Vital Chek

Customer Answer
Date: 05/19/2025
I am shocked!
you closed my complaint stating no response was received from me after my initial complaint.
if you look at the history contained in the email stating this it clearly shows I responded to each inquiry received!
I will never rely on the BBB again.

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