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

  1217 N Pearl St Jacksonville, FL 32202

• 

  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

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:04/03/2025

  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 ordered my daughters birth certificate back in January, its now April and I still dont have the birth certificate. I have tried to call but the hold time is over an hour.I have emailed through their site 5 times and have only gotten two responses. One in which they said theyd look into it and see if the certificate was returned and if so, they can mail it again. If not, they wont send another one despite me paying money for the certificate. Its incredibly difficult to get ahold of anyone at vital chek and it seems they dont offer solutions. I want my money back or the birth certificate.

  Business Response

  Date: 04/22/2025

  Hello ******,

  Thank you for your feedback. After reviewing your order with Arizona Vital Records, we seen your order was sent to you on January 29, 2025 by **** ( Regular Mail). We have sent out a status request to the agency to check if the order was returned to the agency. We do allow up to 5 business days for an agency to respond to a status request. If the agency did not receive the order back to their office, a new order will have to placed. Unfortunately, **** is not a trackable method of shipping and is not insured during its transit. We apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:04/02/2025

  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 death certificate for my month on March 12, 2025 online. After submitting the required forms and photo copies - I was Approved. I paid $67.50 all in and that included *** 2nd Day Air charge. Nothing has arrived and its now April 2, 2025. I submitted two emails with their ************************ included the order number of ********* and zero response. I called one day last week and gave up after 75 minutes on hold. Thank you - ******** ***** and **** *********

  Business Response

  Date: 04/22/2025

  Hello *******,

  Thank you for your valued feedback. After reviewing your order placed with Oregon Vital Records, we see you have an order pending completion. Oregon Vital Records requests all customer seeking a status update for delayed orders to contact them directly. Please contact them by dialing **************. We sincerely apologize for any inconvenience. 
  

   

  Best Regards,
  Vitalchek Customer Support

  Business Response

  Date: 04/22/2025

  Hello ********,

  Thank you for your valued feedback. After reviewing your order placed with Oregon Vital Records, we see you have an order pending completion. Oregon Vital Records requests all customer seeking a status update for delayed orders to contact them directly. Please contact them by dialing **************. We sincerely apologize for any inconvenience. 
  
  Best Regards,
  
  Vitalchek Customer Support

• Initial Complaint

  Date:04/02/2025

  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 with Vitalcheck to get a copy of my birth certificate. they asked for a notarized form, which I submitted on 3/27/25. That document shows "In Review". they say on their web site that ALL documents take ***** hours to review. it has been 5 business days. I have sent 3 emails to customer support, zero replies. there is no phone number or anyway to contact a human. I am starting to think I gave my personal information and credit card number to a scam site. I am not sure what else I can do. I paid for expedited shipping, because I need the certificate right away. that didn't seem to do me any good.

  Business Response

  Date: 04/22/2025

  Hello ******,

  Thank you for your feedback. After reviewing your order with Los Angeles County Registrar/Recorder, we see you have an order pending completion. Your order is currently in process and the estimated date of delivery is May 6, 2025. We sincerely apologize for the delay encountered during the processing of your order. We are working diligently to complete orders. Please feel free to contact us if you have any further questions.

  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:04/02/2025

  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.

  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, I have not received it, as agreed. To add, yesterday, I waited on hold for 1 hour and today for 3 hours before disconnecting the calls! After reading some of the previous complaints its 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. I would like my document to be sent now, and would like to also 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: 04/22/2025

  Hello *******,

  Thank you for your feedback. After reviewing your order with Cook County Clerks Office, we see you had your order delivered to you on April 10, 2025. The estimated delivery date provided to you was set for March 24, 2025. We sincerely apologize for the delay and the inconvenience it may have caused you. An email has been sent to you regarding the measures we have taken to accommodate you. 

  In regards to responding to our customers, we have a variety of platforms we use to respond to our customers daily. We value the feedback all of our customers provide us. Once again we thank you for your feedback and apologize for any inconvenience that this delay 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:04/02/2025

  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.

  3-11-2025 Issue with my husband, son, and my birth certificates being damaged, so we requested and tried to order new ones. I've emailed more than twice and called 5 times for over 2 hours each, because my order is on hold for documents. Which was the point of my email, and calls, we don't have any of the documents available they are requesting. Either our area doesn't have some of those documents (such as photo school ID for our son- not available as our school doesn't do those badges) or they want court documents and things we've never heard of. The only document we COULD use from the list we also need a replacement of so....we're screwed being told repeatedly we have a "Order on Hold" and no one to assist us in fixing that order. So please, like my last two phone calls...I need it cancelled. They won't answer, assist, or reply.

  Business Response

  Date: 04/22/2025

  Hello ****,

  Thank you for your values feedback. After reviewing your order placed with ************************************ Registration, we see you had an order delivered to you on April 11, 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 since has been fulfilled. If you have any further question please feel free to contact us at your earliest convenience. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:04/01/2025

  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 placed an order for a death certificate on 31 Oct 2024. The time frame I was given was 3 months. I have heard nothing. I have reached out via email and my emails have went unanswered. I have waited a reasonable amount of time and would like an update on my order.

  Customer Answer

  Date: 04/14/2025

  I have yet to hear from this company. At this point I just want my ***** refunded, but I have no idea who to contact. 

  Customer Answer

  Date: 04/14/2025

  I have yet to hear from this company. At this point I just want my ***** refunded, but I have no idea who to contact. 

  Customer Answer

  Date: 04/14/2025

  I have yet to hear from this company. At this point I just want my ***** refunded, but I have no idea who to contact. 

  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. ************************************* is currently experiencing long delays in processing orders which has caused them to update processing times from ***** business days to ***** business days.

  As we review your order, we realized that we have responded to your email on April 14, 2025, requesting order verification so we can submit a status request to ************** Vital Records.  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.

  Best regards

  VitalChek Customer Support

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23147236
  
  I am rejecting this response because you said it takes 3-5 days for a response. Today is April 22 and I still do not have a response. This is unacceptable. I have been more than patient. At this point I have been waiting almost 6 months for something that you said would take 3. If the death certificate cannot be produced, I would like a refund, immediately.
  
  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: 05/15/2025

   
  Complaint: 23147236
  
  I am rejecting this response because it has been 4 days, and no one has contacted me. At this point all I want is a full refund. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my birth certificate online at vitalchek website on 03/09/2025, which was supposed to be delivered by 03/11/2025 (it was $20 extra for fast delivery and insurance). Total cost was $67.50 and I have not received my birth certificate yet. It is ********* and after paying these outrageous fees I still have not received my birth certificate *******'s especially annoying that I was referred to Vitalchek through **************** (******) Vital Records (a government agency).There is no excuse for this delay! **************** is as guilty as Vitalchek for making this sham agency the only venue to acquire a birth certificate.I am completely disgusted with Vitalchek as well as with *************************************** Records. There is absolutely no excuse for this blatant scam by both parties!To top it off I cannot get through to **************** or Vitalchek. I need this for my Real ID. Scammers!

  Customer Answer

  Date: 04/12/2025

  I received your email concerning my complaint. I was not able to answer through the page/link you provided. I have not heard from Vitalchek regarding the complaint so obviously they have not resolved the problem. The deadline is approaching for me to get my REAL ID. They took my money but I haven't heard a word. I'm disgusted with Vitalchek, as well as with Clackamas County for making this slipshod organization my only alternative to getting important paperwork.

  Thank you for your help. --*******
  

  Business Response

  Date: 04/22/2025

  Hello *******,

  Thank you for your valued feedback. After reviewing your order placed with Oregon Vital Records, we see you have an order pending completion. Oregon Vital Records requests all customer seeking a status update for delayed orders to contact them directly. Please contact them by dialing **************. We sincerely apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23146588
  
  I am rejecting this response because:
  This company has once again provided me with a number that I cannot get through on. First the hold message is "We are experiencing a high call volume" or to that effect.

  First it was "there are 7 callers ahead of you..." Then it's 6 callers... After that I was no longer updated on the number of callers who were supposedly ahead of me. I was given the option to press 1 for a callback. I pressed 1 and nothing happened.

  This company has ALL of my information. ALL OF IT. Is there a legitimate reason why this company cannot either provide me with the record I paid dearly for or else contact me? There is not a single legitimate reason.

  NONE, other than to give me the run around. Vitalchek and Clackamas County are both fully responsible for this bizarre and cruel circus.

  NEVER do business with these shysters!

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

  Business Response

  Date: 05/09/2025

  Hello *******,

  We attempted to call you today, May 9, 2025. Unfortunately, you were not available to take our call. We did provide you with a voice message and a call back number. Please contact us at your earliest convenience. We look forward to hearing from you soon.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23146588
  
  I am rejecting this response because:

  
  I tried to contact you three times since you made the call. I left a message with my number all three times since you were not available.

  I'm curious though, since I'm CERTAIN I gave you complete information, why is the back and forth communication necessary?

  Can you please explain? Here? Publicly? I was supposed to receive my document the next day. IT'S BEEN TWO MONTHS!

  Never do business with Vitalchek. As for ****************, they have no excuse for making the only option to get important records to be Vitalchek.

  You've done nothing but give me the runaround by giving me phone numbers no one ever answers and putting me on hold for an unreasonable amount of time.

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

  Business Response

  Date: 05/23/2025

  Hello *******,

  Thank you for your response. Unfortunately, for this agency the only way to receive a status request is by contacting Oregon Vital Records. Vitalchek was successful in processing your order and submitting the order to Oregon Vital Records. The order was made available to the agency for processing on March 9, 2025 and has yet to be viewed by the agency. 

  Please contact Oregon Vital records at your earliest convenience to receive an in office status update for your order. We apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23146588
  
  I am rejecting this response because:

  
  For over two months I've waited for my birth certificate that was supposed to arrive the next day after I made the order. I finally complained. Every VitalChek number I have called is the same story. Now you tell me that it can only be resolved by contacting you. How can I contact you when I remain on hold, virtually forever? This is obviously intentional on your part.

  What is most confusing is that Clackamas County makes going through VitalChek the only option for getting "vital records".

  I hold VitalChek fully responsible for this travesty, as well as ****************. I can only assume that you are both equally corrupt.

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

  Business Response

  Date: 06/05/2025

  Hello *******,

  Thank you for contacting us. We sincerely apologize for the delay and any inconvenience this has caused you.
  Per Oregon Vital Records policy, they prefer that customers contact their office directly for any order status inquiries. This ensures that you receive the most accurate and up-to-date information regarding your request.

  That said, to further assist you, weve escalated your concern internally. A member of our ********************** will be reaching out to you within the next 12 business days to help address your concerns and provide additional support.
  

  We appreciate your patience and understanding, and we remain committed to assisting you every step of the way.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23146588
  
  I am rejecting this response because:
  I have spent enough time on hold. You cannot be contacted at the various numbers I have tried. I gave full information. I was not told phone contact would even be necessary. To the contrary, I was told my document would be sent overnight and I paid extra for that service. You are not an honest company and your dishonesty ***** a good many people.
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/01/2025

  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 placed and order back in February which had said I would get my records back march 24th. For about two weeks I've been calling trying to get information as well as emailed multiple times with no response or answer. Each time I call it states it is now being processed and will be passed along to LA county within the next business day. Did not know that 2 weeks equals a business day and still waiting. This feels like a huge scam that just takes peoples money.

  Business Response

  Date: 04/22/2025

  Hello Dei'***,

  Thank you for your feedback. After reviewing your order, we see you had an order sent for delivery on April 2, 2025. We understand how frustrating unforeseen delays can be. Los Angles County Registrar/Recorder is currently experiencing a delay with their order processing. They are working diligently to solve the delay. We sincerely apologize for any inconvenience for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:04/01/2025

  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 official birth certificate from VitalChek on 2/15/2025 from the state of **. It has been nearing the estimated delivery date of 4/4/2025, however, I have not yet received any tracking code from VitalChek regarding my delivery. The system accepted my request, as I did not receive any failures or issues when requesting the birth certificate, but I am unable to get in touch with anyone at VitalChek customer service (waiting over 1.5 hours on hold, multiple times) to check on the status of my request, nor have they responded to my email to their customer service department.I would like to know when I will receive my birth certificate as I will need this to apply for a passport for upcoming international travel, and I am at the mercy of Vitalchek. I have done everything in a timely manner, but due to VitalChek's lack of response and tardiness, I am unsure if I will be able to get the documents on time. I am forced to file this BBB complaint as I feel this is the only way I will get any type of answer.Please reply with information regarding my order # and rush ship the certificate to me.

  Customer Answer

  Date: 05/08/2025

  No i have not heard from this company

  the original estimated completion date was ***** business days. i can see it has now changed to ***** business days, delaying the process of receiving my documents to apply for a passport for international travel

  i would like to receive the documents still as i need them for passport application, but be reimbursed for the processing fee by vitalchek as they did not satisfy the original timeline 

  Business Response

  Date: 05/15/2025

  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; ************************************* Records is experiencing delays with order processing. We sincerely apologize for the long wait time on the phone. We process thousands of orders a day from all across the country, so our call centers get very busy. As we review your order, we realized that the order was shipped on 05/13/2025. We are happy to see this issue was resolved and your order since has been fulfilled.

  If you need assistance, call us by dialing **************. You can also email ********************************************************************************************.
  
  Again, we apologize for any inconvenience and frustration this has caused you.
  
  Best regards
  
  VitalChek Customer Support

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23145868
  
  I am rejecting this response because: the original delivery date was in April 2015. I did not receive the document until more than a month late, around May 13th 2025.

  The projected delivery time is an expectation that your company sets, but failed to fulfill. You were aware of potential delivery processing time delays and set an expectation on your site that ultimately results in consumers relying on timely delivery for potential travel plans since documents may be needed for travel purposes.

  Although its not 100% your fault since you are relying on individual states to fulfill the request, not delivering within your own original projected delivery window is. Regardless of any delayed NC processing times, which you and your system is fully aware of.

  I am requesting a full refund of the purchase amount for this transaction and I am no longer able to meet my travel plans as I purchased based on your projected delivery dates/windows (an expectation that your company set) and this was not met by your company 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/01/2025

  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 submitted an order for my birth certificate on ********, that included the proper documentation. The website says it will be reviewed within 24 to 48 hours and we are currently on business day 6. They don't return emails and don't answer the phone. You are just left on hold for what appears to be forever. I'd like them simply to do what they say they are going to do.

  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