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Business Profile

Searchers of Records

VitalChek Network, a LexisNexis Company

This business is NOT BBB Accredited.

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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

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VitalChek Network, a LexisNexis Company has 12 locations, listed below.

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    Customer Complaints Summary

    • 733 total complaints in the last 3 years.
    • 399 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/01/2025

      Type:Delivery Issues
      Status:
      Answered
      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 expedited order on 3/17/2025. I received an email requesting additional documents with the explicit detail that they would be reviewed and responded to in ***** hours. I then received an email on 3/22/2025 that I needed to resubmit my document as the scan was cut off. I did so on 3/24/2025 with the same response from VitalChek that they would be reviewed in ***** hours. I have since not received any communication from VitalCheck. I have opened 2 support tickets with them starting 3/26/2025 and have attempted to call several times only to be on hold for hours and then hung up on every time.

      Business Response

      Date: 05/13/2025

      Hello *******,

      We apologize for the frustration and inconvenience you have experienced while your certificate was being processed.  We appreciate you taking the time to share your feedback so we can pass it on to the appropriate personnel. We reviewed your order and realized the package was delivered on April 9, 2025. Again, we apologize for any inconvenience and frustration this has caused you.

      Best regards

      VitalChek Customer Support

    • Initial Complaint

      Date:03/31/2025

      Type:Product Issues
      Status:
      Answered
      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 been waiting on my birth certificate for legal reasons for a month almost now. They said they couldn't read the date so I sent in another document w better legibility and also uploaded my social security card just as addition verification. They keep sending bogus emails about not receiving my documentation when It clearly says in review which was supposed to take 48 hours. It's been 6 days. I have emailed only to get told they are sending to customer service and they will get to me ****. No one has contacted me not once as I stated I need this for legal purposes

      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:03/31/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 copy of my marriage certificate FEB. 26. After weeks of waiting, I called them. Was on hold for 1 hr and 36 minutes before they told me the search was on hold until Mar. 10, and to now wait ***** more buisness days before it shipped. Wish they would've have notified me of this, but ok...? Well, 16 buisness days later, STILL hasn't shipped. Called them again and was on hold for 2 HOURS AND 57 MINUTES. The lady then told me I would have to wait another 3 weeks to see if it will MAYBE be shipped!!? I told her to cancel my order then, because I could just go into the records office in person, and have it within a week. She told me they weren't able to cancel the order. I asked her why all the sudden would it take 2 months for it to ship, when I was told ***** days on the last call and ***** days on their website!?? She just gave me the run- around. Absolutely appalling. Definitely a scam, believe all the bad reviews on this site! You MAY be one of the few lucky ones that recieve your order BUT DON'T RISK IT!

      Business Response

      Date: 04/24/2025

      Hello,

      It was a pleasure speaking with you. As we discussed during our conversation, we would like to sincerely apologize for any inconvenience. If you have any further questions or concerns please feel free to contact us. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/28/2025

       
      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.

      Appearantly there was a huge miscommunication among a few employees, however, supervisor called me and was very polite, listened and resolved issue. Thank you again. 

      Sincerely,

      ****** James 

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They will not answer the phone calls I called numerous times stayed on hold for one hour and spoke to nobody They can take my money but not help with support

      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:03/31/2025

      Type:Delivery Issues
      Status:
      Answered
      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 copy of my Arizona birth certificate from the state's outsourced partner, VitalChek, on February 12. There was an "issue" with initial document submission (a missing signature template, overlooked due to confusing instructions.) Eventually VitalChek responded with an emailed clarification. After the second attempt, they eventually stated the signatures didn't match between my recent handwritten signature and one entered via touchscreen on my driver's license more than ten years ago. A notarized signature page was then submitted instead, per their instructions, at some point within ten days after that the order was cancelled without notice or explanation. There does not seem to be an option to contact VitalChek by phone, at least within a 90 minute hold time (and their voice response system includes some loops to **** through.) Their email responses to questions submitted online are vague and take several days to several weeks, often overlapping with their own earlier responses.

      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 any inconvenience.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 05/03/2025

      This is a belated update, but the order was eventually resolved after finding the "Chat" option on their help page, they responded quickly to chat messages. I would advise VitalCheck to make the Chat option more obvious -- it displays as fairly plain text that says "Chat with Us" above their phone number. They should recommend clearly that users try it as their first means of support given that the phone lines are not answered and the email response time is long (in fact one email message I did get a couple of weeks after sending a complaint about the cancelled order had said that a direct reply to it could lead to the order being reinstated, but this did not work after several days.)

    • Initial Complaint

      Date:03/31/2025

      Type:Delivery Issues
      Status:
      Answered
      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 of **********Additional information was requested that I immediately provided. My order was placed in a "pending" status awaiting review of my documents. The website states "reviews will be completed in ***** hours". 10 days later I contacted customer service via chat. I was informed they were behind and but would push my order through as a priority.A week later I contacted them again and while talking during the chat I was informed it had been approved. On 3/25/2025 I received an email from VitalChek stating the order had shipped and expected delivery was 03/25/******* of today, 03/31/2025, the item has not been received even though it was "sent" overnight shipping.I contacted customer service who claims the shipping does not include processing which can take ***** days. I informed them that I received an email that stated it shipped. The customer service agent stated that a label had been created but not shipped. That was an automated email and if I had checked I would have seen that a label was created but it had not shipped. I pointed out that this is fraud. I paid for overnight shipping and received an email stating the package had shipped. They were insistent that this did not count because it was processing and can take up to 30 days. They disconnected the chat.I would like my item delivered ASAP and the money I paid for overnight shipping returned. Their website and "automated email" system need to be update to correctly reflect their process.

      Business Response

      Date: 04/24/2025

      Hello Amanda 

      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:03/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 through this website and uploaded the required notarized documents and although they charged my card immediately, there has been zero movement off of 'review pending' in over two weeks. The instructions say the document will be reviewed in ***** hours. I have made three separate attempts to contact them, not one has replied, and when calling I stay on hold for over an hour (all 4 times I have called) and no one picks up. At this point the have literally just committed fraud, and stolen my money.

      Business Response

      Date: 04/24/2025

      Hello ******,

      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

    • Initial Complaint

      Date:03/31/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 1/1/2025 I placed an order with VitalChek for some certified documents. The order total was $129.95. I received an order confirmation in the amount of $129.95, but there are two charges on my credit card statement from VitalChek for the amount of $129.95 each. I was billed $129.95 on 1/1/25 and I was billed $129.95 again on 1/3/25. Please note I only received one order confirmation, so I did not place two orders. I have complained to VitalChek via their website multiple times and have received no response. I would like to have a refund in the amount of $129.95 for the duplicate charge. I have uploaded a copy of my credit card statement which reflects the duplicate charges.

      Business Response

      Date: 04/23/2025

      Hello ******,

      Thank you for your feedback. After reviewing the information provided, we were able to retrieve 2 orders placed online for ************** Vital Records. Both orders were placed online and on the same date, January 1, 2025. Both orders are showing to be fulfilled. An email confirming your orders was sent on January 1, 2025, and another email on January 3, 2025. Unfortunately, since both orders have been marked as fulfilled, we will not be able to cancel or refund any funds related to these orders. Our website does not have the ability to duplicate an order. We apologize for any inconvenience. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/24/2025

       
      Complaint: 23138249

      I am rejecting this response because I cannot locate two order confirmation emails. Please provide me with both order confirmation numbers.

      Sincerely,

      ****** ****

      Business Response

      Date: 05/09/2025

      Hello ******,

      Thank you for your response. Per your request, we will provide you with both order numbers. Order number ********* is currently pending a disputed charge that you filed with your bank or credit card company. This order is shown to be delivered by *** on April 4, 2025. The second order number is *********. This order is also shown to have been delivered by *** on April 4, 2025. The order confirmations were sent to your email address that you provided on your order. 

      We have not received any updates regarding the disputed charges. Since the order is being disputed  we are not able to make changes . We apologize for any inconvenience. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 05/12/2025

       
      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. I have received a refund for the duplicate charge.

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:03/30/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 copy *****************. The estimated delivery date was March 7th 2025. Status has been stuck on order processing without any email updates. Ive called TWICE. The first rep just said give it a week. I gave it a week and Vitalchek gave me NOTHING. I called again and the second rep said someone will look into it and email me. Never got an email and definitely didnt get my birth certificate. Stop lying to me to get me off the phone and just give me what I paid for.

      Business Response

      Date: 04/17/2025

      Hello *****,

      We sincerely apologize for the extended processing time of your recent order with us. We understand the importance of timely deliveries, and we regret any inconvenience this delay may have caused. Current processing time for ************** Vital Records is ***** business days.  As we review your order, the package was shipped on April 7, 2025. However, the document was returned to the sender (Vital records office) as *** was unable to deliver the package on their final attempt. Additionally, the vital records office received your package on April 11, 2025. We would like to verify your address before we ask the agency to reship the document to you. You can provide a call back at your earliest convenience at the number was left on voicemail box.

      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:03/30/2025

      Type:Delivery Issues
      Status:
      Answered
      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 marriage license on December 22, 2024. The estimate was ***** business days. My order is still in a status of processing 64 business days later. Ive attempted to contact the vendor twice (3/11/2025 and 3/25/2205) via their contact form on their site to inquire the status, or if the hold up is waiting on something I need to do but have not received a reply. All communication appears to be a black hole. I would be fine if I got a reply that processing is taking longer due to xyz reason but at this point I feel they took my $47.75 and ghosted.

      Business Response

      Date: 04/17/2025

      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 have submitted another status request to the agency on April 17, 2025. Kindly allow 3-5 business days for the Agency to provide a response about your order. Again, we apologize for any inconvenience and frustration this has caused you.

      Best regards

      VitalChek Customer Support

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

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