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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/30/2025

      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 tried to get a death certificate copy. They took $15.50 from my cc. I have since disputed the transaction with my cc company. They have another $35.50 they make take out.They never sent my cert. although I sent all documents they asked for via email. It is a scam.They ignore emails and phone calls. I spent 25 min. on the phone and no one answered.

      Business Response

      Date: 04/17/2025

      Hello *****.

      We appreciate you placing your order with VitalChek and sharing your feedback. We are sorry to hear that you are dissatisfied with your experience. 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: 04/18/2025

      just waiting to see the outcome.

    • Initial Complaint

      Date:03/29/2025

      Type:Customer Service 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.
      I ordered my birth certificate however my card wasnt charged the remainder of the processing fee. Turns out my card was locked. Easy fix or so i thought. The customer service number puts you hold for an hour + and no one answers the phone. Ive called three days in a row. Also no response by email either. I literally am trying to contact them so they can finish processing my order. And am getting nowhere.

      Customer Answer

      Date: 03/30/2025

      Ive been contacted by the business. Please cancel this complaint.

    • Initial Complaint

      Date:03/29/2025

      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 Death certificate and paid express shipping total $47.00 on March *******. I even sent proof of the original Death Certificate of my Husband's I needed a Certified copy for Social security reasons before the end of the month. It's still pending. If I do not receive this by Monday then my case will be denied.

      Customer Answer

      Date: 03/29/2025

      I sent a copy of the Original I need a certified copy for Social security by the end of the month. 

      Business Response

      Date: 04/08/2025

      Hello *******,

      Thank you for your feedback. After reviewing your order with ************************************ Registration, we see you have an order that has a *** shipping label created. The label was created today, April 8, 2025 and is awaiting for *** to pick up the order. We apologize for any delay during the processing of your order. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:03/28/2025

      Type:Customer Service 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.
      3/25/2025 Submitted a request to order a birth certificate online, documents uploaded, still pending for review said will take 24-48hrs. As of today, still in review, tried calling no one picked up. Tried emailed and nothing. They are ************************************ records uses to process online records. Hope something gets moving within next or so. Need a update soon on status of how it will take.

      Business Response

      Date: 04/17/2025

      Hello Shawfee,

      Thank you for submitting documentation to complete your order. Unfortunately, we still need a completed and notarized VitalChek Sworn Statement/Certificate of Acknowledgement. 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


    • Initial Complaint

      Date:03/28/2025

      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 tried to get copy of birth certificate through the recorder office but they said to use this service. I followed all the steps and got the notarized statement. I submitted and it says pending. I've asked several times what else is needed. No one responds and no one answers the phone. The city should not be recommending them.

      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 are currently experiencing delays with document approval. Again, we apologize for any inconvenience and frustration this has caused you.

      Best regards

      VitalChek Customer Support

       


    • Initial Complaint

      Date:03/28/2025

      Type:Product 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.
      I am filing this complaint regarding an ongoing and unresolved issue with VitalChek in relation to obtaining a birth certificate through their service.Over the past few months, I have encountered numerous difficulties with the company's process and customer support:Lack of Customer Support: Their phone support is consistently unresponsive. Wait times exceed 45 minutes to an hour, and often no one ever answers. I have also reached out via their listed support email address and have never received a reply.Order Cancellations via Portal: Their online portal has automatically canceled my order multiple times, even while documents were marked as "pending review." Each time, Ive had to call in to have the order reinstated, which delays the entire process further.Issues with Sworn Statement Verification: I was required to submit a notarized sworn statement, which I have done multiple times. Despite my notary's stamp being clear and official, VitalChek continues to reject it as not legible. Their reasoning is vague, and no actionable guidance has been provided to resolve this.Unhelpful Support Agents: When I do manage to speak with a representative, they provide no meaningful assistance or direction. Each call ends with the same non-resolution and the situation remains ************ has now been several months, and I am still without the document I urgently need. I believe the delays, lack of communication, and poor support from VitalChek are unacceptable for a service that handles vital and time-sensitive records.Desired Resolution:I am seeking immediate processing and delivery of my birth certificate, clear communication regarding the notarization issue, and assurance that my order will not continue to be canceled arbitrarily. A refund or partial refund would also be appropriate given the excessive delays and inconvenience.

      Business Response

      Date: 04/17/2025

      Hello ******. We apologize that your customer service experience was less than stellar. 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. A partial refund was provided to the credit card used to make payment as a courtesy. 

      Best regards

      VitalChek Customer Support


      Customer Answer

      Date: 04/17/2025

       
      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:03/28/2025

      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.
      Last week on the 21 of March 2025 I started a request with VitalChek for a copy of my brother's birth certificate (******* Joe ******** My brother has cerebral palsy and gets aid from ***************** and I expect he may have to prove citizenship for his continued support. Anyway I have submitted the necessary documents they requested. I have also paid them for the service. I talked to the District of Columbia's (*************) records where brother ****** record is kept and they state the only way to get a birth certifcate by mail is use VitalChek. I have called and emailed VitalChek numerous times and nothing. I even waited on the phone for over an hour and a half. It is stated on their website they will review documents within ***** hours. None of that has happen, how can I get information? My order number is *********. ***** ******

      Business Response

      Date: 04/17/2025

      Hello *****,

      Thank you for your feedback. After reviewing your order with D.C. Vital Records, we see you had your order sent for delivery on April 15, 2025. We apologize for the delay that was experienced during the processing of your order. We are happy to see your order has been delivered. We appreciate you using Vitalchek for your vital record ordering services. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/23/2025

       
      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:03/28/2025

      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.
      Date of order and document upload 3/20/25. I have emailed, called and been put on long hold, been cycled into the queue after calling the appropriate number and told I needed to be transferred, they put me back to the automated system, and have not been helped. I have been emailed multiple times stating documents are needed that I already sent and was advised it would be one business day to process the documents. It has now been a week. Nobody will email me back, I cannot reach a representative via the phone system. and am disputing the funds,. This service is a $60 service for an online order when I could have just paid $30 to do a direct mail request. I cannot reach anyone about my issue and due to this I want to dispute the transaction and obtain my money back.

      Customer Answer

      Date: 04/04/2025

      I have yet to hear from the business on my inquiry. They cancelled my last one and I resumed it. I cannot reach them by phone or email. Im trying to obtain my birth certificate 

      Business Response

      Date: 04/22/2025

      Hello *****,

      Thank you for your valuable feedback. After reviewing your order placed with San Francisco County Clerk, we see your order was cancelled on March 28, 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:03/28/2025

      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 submitted the same exact documentation to request a birth certificate for my 2nd ***** that I did with my first (with no issues). The 3 files I submitted have been in review status for 2 weeks, even though the site guarantees they will be reviewed in 48 hours. I got an email that more documentation is requested but its a mystery what they want. I have submitted 3 requests for support through their website, and have waited on hold for hours to try and talk to someone. It appears that there are simply no employees at this company whose job is to offer customer support. All email communication I have received from vitalchek have been autogenerated replies to document submissions, or just confirmation that they have received my requests for support and that they are unresolved. I just want answers. This is a desperation attempt to get support before I file a dispute with my credit card company.

      Business Response

      Date: 04/16/2025

      Hello ***,

      Thank you for your feedback. After reviewing your order with Arizona Vital Records, wee see you had your order delivered on April 3, 2025. We sincerely apologize for the delay you experienced while having your order processed. Please expect a call back from a member of our *********************** We look forward to speaking with you soon. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:03/27/2025

      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 was to receive a copy of my birth certificate which I haven't received. It has been in the mail for "three weeks" now with the cost of over $50.00. I now have to figure how to get it after being scammed.

      Business Response

      Date: 04/17/2025

      Hello ****,

      Thank you for your feedback. After reviewing your order placed with Cook ********************** we see you had you order delivered on April 1, 2024. We sincerely apologize for any inconvenience that you may have experienced during the delay. 

      Best Regards,

      Vitalchek Customer Service. 

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

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