Complaints

This profile includes complaints for VitalChek Network, a LexisNexis Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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

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  VitalChek Network, a LexisNexis Company

  P O Box 1703 Brentwood, TN 37024-1703

• 

  VitalChek Network, a LexisNexis Company

  serving the Houston and surrounding areas Houston, TX 77001

• 

  VitalChek Network, a LexisNexis Company

  PO Box 1703 Brentwood, TN 37024-1703

• 

  VitalChek Network

  Trenton, NJ 08690

• 

  VitalChek Network, a LexisNexis Company

  PO Box 10680 Peoria, IL 61612

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2025

  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.

  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:

  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.

  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:

  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 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:

  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 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. 

• Initial Complaint

  Date:03/27/2025

  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.

  VitalCheck promises quick turnaround of documents and certificates for a fee. After they collect their fee they don't care about any results or completion of the agreement. They do not answer emails and contact by phone is down right impossible. All we want is our updated birth certificates (which have been paid for). They promised to deliver in 3 to 5 days (our has been 3 to 5 months and still waiting).

  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 a status request to the agency on April 14, 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
  
  

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23126469
  
  I am rejecting this response because:  There is no excuse for such a delay and time of no response to requests for updates.  Their website timeline is a definite form of False Advertising and need to be held accountable for that!  They were quick to get their money, but then forget about the quality or accountability of processing someone's personal information!  This is not a professional way of conducting your business.
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/30/2025

  Hello ******,

  Thank you for your response. We have forwarded this information to our ********************** to have a further look. Please expect a call back from a member of our ********************** within the next ***** hours.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:03/27/2025

  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 Birth Certificate on Vital Cheks websites March 12, 2025. Vital Cheks website states that if documents are submitted for verification by a customer they are reviewed within ***** hours. The documents that Vital Chek requested I submit took exceptionally more than 48 hours to be reviewed. Additionally, as of March 27, 2025, Vital Chek has not forwarded my order for the issuance of my Birth certificate to the Department of Health and Mental Hygiene. I contacted that aforesaid agency and was informed that they have no record of my order or request for my Birth Certificate. The agency emailed Vital Chek and have received no response from VitalChek. I have contacted Vital Chek via email for an update on the status of my order. I have also alerted them that I need assurance that I will be receiving the Long Form variation of my Birth Certificate and not the short form. As a result of my receiving no response from any customer agent from ********************** Chek I immediately contacted the company at their ************* number that is listed on their order confirmation emails . However, every time I I contact Vital CheK via the telephone, no representative ever answers the phone. Vital Chek leaves their customers on hold for several hours. A live employee never arrives on the call to speak with a customer. It is very misleading that ********************** Chek sends payment collection emails to their customers and provides a contact number to complete their order but no agent ever answers the landline to actually complete the order. The email address listed for my order with VitalChek is *************************** The telephone number listed on my order with VitalChek is ************. The remedy that I seek is for my order to be completed. I need my Birth Certificate and its imperative that I am provided the Long Form version of my Birth Certificate. It is urgent.

  Business Response

  Date: 04/22/2025

  Hello Sayanna,

  Thank you for your feedback. After reviewing your order with *****************************************************, we see you have an order pending completion. An email was sent to you on March 26, 2025, advising you of your payment declining. Also, on April 19, 2025,  you were also advised of your payment being declined. Once your order is paid in full we can then forward your order to the agency for processing. We look forward to assisting you soon.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:03/27/2025

  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 paid money for a certified copy of my birth certificate from Vitalchek. I quickly received a pending status for license and a signed agreement. This documents have been uploaded 3 times and sent. I have tried to call them for 10 days. No return call. This is holding up my real ID. Ive postponed my surgery at *********** already. Please help.

  Business Response

  Date: 04/14/2025

  Hello ****,

  Thank you for your feedback. After reviewing your order placed with Delaware Vital Records, we see your order was fulfilled on March 31, 2025. We apologize you called in to Vitalchek for 10 days. Your order was placed on March 21, 2025 and your first contact with a Vitalchek representative was documented on March 27, 2025. During that call you were advised of the pending documents that were needing approval. Our representative did have those documents viewed and approved. On the following day, March 28, 2025, your order then had a shipping label created. We have been experiencing a small delay when approving entitlement documents, we appreciate your patience. Thank you for using Vitalchek for your vital records ordering services. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:03/27/2025

  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.

  i am trying to get a copy of my birth certificate with apostille and can not get any service even thought i filed my documents

  Business Response

  Date: 04/14/2025

  Hello *****,

  Thank you for your valued feedback. After reviewing your order placed with ****************************, we see you have an order pending completion. On April 14, 2025, an email was sent to you which included your order summary. The estimated delivery date for your order is also included in your order summary. The estimated date of delivery is May 5, 2025. Once the *** shipping label is created you will receive and email with the tracking number. We will also resend you an email including your order summary. We appreciate you using Vitalchek to request your birth certificate. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:03/26/2025

  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.

  On ******* I requested a copy of my birth certificate. On ******* I uploaded the requested additional form (sworn statement) that I have the right to request a copy of my birth certificate. The review period they say is up to 48 hours. Today is 3/26/25 and it still says its under review. I am currently on hold trying to speak to someone. I have been on hold for an hour and ten minutes and counting. I either need my certified copy sent ASAP or a full refund. Or if they need more info it needs to be clearly communicated!

  Business Response

  Date: 04/14/2025

  Hello ****,

  Thank you for your valued feedback. After reviewing your order placed with Los Angeles Registrar/Recorder, we see you have an order pending completion. Your estimated date for delivery of your order is May 2, 2025. We do apologize for the delay you experienced while trying to get your entitlement documents approved. We appreciate your patience during this process. Your order is now in process with the agency. Thank you for using Vitalchek for your vital record ordering service.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:03/25/2025

  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 NY birth certificate from VitalChek 5 months ago and still havent received it. Ive called and emailed multiple times with no resolution. Im additional it now wont let me check my order status online, saying too much time has lapsed and wont let me check my order status. Ive spent hours trying to get someone on the phone and sent several emails with no response. I sent $79.50 on 11/6/2024

  Business Response

  Date: 04/14/2025

  Hello ******,

  Thank you for your feedback. After reviewing your order placed with New York State Vital Records, we see you had an order delivered on March 28, 2025. This is according to the ************ website. On November 6, 2024, you were provided with an order summary via email. This email included the estimated date of delivery of June 4, 2025. This confirms you order was delivered much earlier than the estimated date of delivery. We appreciate your business. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23116214
  
  I am rejecting this response because: I could not reach anyone by phone and the online system would no longer let me see if my case was pending. It just said it was too long since that order to check the status and that I had to call or email and I did both with no answer or response. 
  
  

  I do have it now as it seems it was sent right after my BBB complaint. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/23/2025

  Hello ******,

  Thank you for your response. We regret to see our last response was not satisfactory. Unfortunately, we do not have any record of an order cancellation request, as we mentioned prior, your order was processed and delivered earlier than the estimated delivery date. Once an order is placed and integrated to the vital records agency system, we cannot process a cancellation for the order. All this information is disclosed prior to submitting your payment information for your order. All services have been rendered for this order; therefore, we will not be refunding any fees related to this order. We now consider this complaint responded to and closed. 

  Best Regards,

  Vitalchek Customer Support