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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

    • 729 total complaints in the last 3 years.
    • 393 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:06/07/2025

      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 copy of my birth certificate ******* was told the delivery date was expected around my 15th. Its now ******** no birth certificate. Tried calling was on hold for 1.5 the first time and 3 hours the second time before I hung up. Email with zero response. This is the worst customer service experience because no one picks up the phone or responds to emails. Probably wont make it to my kids graduation at this point because I cant get a birth certificate. Starting to think I got scammed.

      Business Response

      Date: 06/26/2025

      Hello *******,

      Thank you for placing your birth certificate order through VitalChek and for taking the time to share your feedback. We sincerely apologize for any inconvenience you experienced while trying to reach us by phone or email.

      Upon reviewing your order, we confirmed that it is currently being processed by the Alaska Vital *************** Please note that VitalChek serves as the online ordering service for vital records agencies across the ***** however, we do not possess or issue any vital record documents ourselves. Our role is to securely process your application and forward it to the appropriate vital records agency, which then conducts the search, produces the certified copy, and ships it directly to you.

      Its also important to mention that vital records agencies operate independentlysimilar to separate stores. If you place orders for documents from different locations (e.g., birth and marriage certificates from different states), each order will be processed and shipped separately by the respective agency. As a result, separate shipping charges may apply.

      For updates on your order status, you may contact the Alaska Vital ************** directly at: *************************************************

      Thank you again for using VitalChek. If you have any additional questions, please feel free to reach out to us by dialing **************.

      Best regards,
      VitalChek Customer Support

    • Initial Complaint

      Date:06/05/2025

      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 birth certificate and received a certificate of live birth form, not valid to use for proof of citizenship. When I reached out I was told I had to go through the ******************************, i was informed oh you needed to order the long form, youll have to re order, theres no long form option. It reads birth certificate with all the stamps and validation required. Not what I received I reached back out requesting either a refund or send me what I originally paid for, no response from that email.

      Business Response

      Date: 06/14/2025

      Dear Wendy,

      Thank you for reaching out to us. We apologize for any inconvenience you’ve experienced with your order.

      Please be advised that the record you received from Maryland Vital Records is considered valid for legal purposes. If you require a different format of the certificate, we recommend contacting Maryland Vital Records directly for further assistance, as they are the issuing authority.

      As a courtesy, we will be processing a refund for the VitalChek service fee and the shipping fee. Please note that all agency fees are non-refundable through VitalChek and must be initiated by the agency itself.

      We appreciate your understanding and thank you for choosing VitalChek. If there is anything further we can assist you with, please don’t hesitate to reach out.

      Best Regards,

      Vitalchek Customer Support


    • Initial Complaint

      Date:06/05/2025

      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 for the ******************** ******************. Nothing received to date. I have called the company and still no certificate. Now when I try calling I'm on hold for at least 45 minutes unable to speak with a person. Very frustrating. They should not be allowed to perform these services. Seems to be a scam.

      Business Response

      Date: 06/14/2025

      Dear Johnnie,

      Thank you for contacting VitalChek. We apologize for any inconvenience you've experienced.

      After reviewing the information you provided, we were unable to locate an order in our system matching the order number VR01780252. Please note that this is not a VitalChek order number.

      To assist you further, we kindly ask that you provide the order number found in the email confirmation sent by VitalChek at the time your order was placed. This will help us locate your record and address your concerns as quickly as possible.

      We appreciate your patience and look forward to resolving this matter for you.

      Best Regards,

      Vitalchek Customer Support


    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair 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 2 copies of my birth certificate on **************. I was shown it would take a month. 2 months later i look and not only has my Birth certificate not arrived, it was cancelled. I would be willing to order again but i do not know why it was cancelled. I would like my money back and an explanation as I still need my birth certificate for documentation. My total spent was $54.40. this was through vitalchek services. I have received no communication from the company. And i have called on 3 seperate occasions, some calls being close to 3 hours for a wait time.

      Business Response

      Date: 06/14/2025

      Dear *****,

      Thank you for reaching out to us. We sincerely apologize for the inconvenience and frustration this situation may have caused.

      Weve reviewed your order and confirmed that the Cook County Clerks Office processed a cancellation and refund without providing VitalChek with an explanation. Unfortunately, we were not given specific details regarding their decision.

      *********** has advised that you contact the ************************************ (****) directly to request a copy of the birth certificate. They will be able to assist you with placing a new order.

      Were also pleased to confirm that your refund was successfully processed on April 17, 2025.

      Again, we apologize for any inconvenience and appreciate your understanding. Please dont hesitate to reach out if you have any further questions or need assistance with the next steps.

      Best Regards,

      Vitalchek Customer Support


      Customer Answer

      Date: 06/16/2025

       
      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:06/04/2025

      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 3 copies of my birth certificate via their online ordering site for a NJ birth certificate their order # *********...on may 21 2025 paid extra for expedited shipping total amount $!00. **** Tracking number 1Z079VV91322706906 On June 1 I received package but it was NOT 3 birth certificates it instead was 3 forms that said NO RECORD. which is somewhat comical since I have a certified birth certificate in my hand with all the correct information..I needed 3 more copies of my birth certificate to make sure each of my adult children have one..(I am 71 and doing estate planning) now the file number on the birth certificate I have says: *********** originally filed with registrar on 12/28/1953 Amended date 08/06/2021 (date name change was recorded and that is the date of issuance as well) Unfortunately VITALCHEK does not seem to care about relaity. they seem to think I should be happy to hear there is no record of my birth and PAY THEM to do it again !!! Not happening. I want an immediate delivery of 3 REAL BIRTH CERTIFICATES by express service as i paid for.I could have easily driven to the birth certificate place in **********, but opted to be lazy and just order it rather than drive. This is2completely idiotic and obviously incompenent people stealing honest peoples money!MY EMAIL to them receipt number is #******-000080 from where I filed my "question" to them..they dont accept anything but questions. I also sat on hold for 2 hours 17 minutes and still holding.

      Business Response

      Date: 06/24/2025

      Hello John.

      We appreciate you placing your birth certificate order through VitalChek and sharing your feedback. We sincerely apologize that you have been unable to reach us by phone.

      VitalChek is the online order processing service for vital records agencies across the U.S. We do not have possession of any vital record documents. We process your application and send it off to the appropriate vital record agency to conduct the search, produce the copy and ship it to you. Vital record agencies operate as their own entities or "stores" if you will.  If you are ordering two different documents for events that took place in different locations, the orders will be processed and shipped from different vital records agencies and will therefore unfortunately result in two different shipping charges.  

      For further details on the document you did not receive, you can contact the New Jersey Vital Records office @ (609) 292-9292.

      Best regards, 

      VitalChek Customer Support


      Customer Answer

      Date: 07/06/2025

      With regard to closing without response.

       

      here is my response to vital check and the SUPPOSED RESOLUTION!!!!!!

      vital check NEVER did anything to rectify the situation!  I ended up getting my birth certificate in person in Trenton nj.  The money vital check STOLE from me was not refunded… I got 3 more birth certificates..not sent by express but regular slow ground delivery.

      warn anyone using vital check to get important documents in a hurry…. They are not what they say they are.

    • Initial Complaint

      Date:06/03/2025

      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.
      I ordered my Birth certificate via Vitalchek, I paid for expedited delivery due to me having to get my disability plates, texas drivers license, tax break paperwork for my house in ***** since I'm disabled vet. I provided all the information and extra, but they have now cost me over 1k in loses and still counting because I cant do anything until they give me my certification and when I resent the form they now say it dosnt match my passport which Ive never had one. I think this company is a scam if not they have a prejudice against vets.

      Business Response

      Date: 06/13/2025

      DearRobert,

      Thank you for contacting us. We understand your concerns and apologize for any inconvenience you may have experienced during the processing of your order.

      Per our contractual obligations with Arizona Vital Records, VitalChek is required to request and approve specific entitlement and identity verification documents to ensure compliance and protect sensitive information.

      On May 18, 2025, we received your Identity Verification Form (***) along with a valid **; however, the form was missing a required signature. On June 2, 2025, the *** was resubmitted with a signature and **, but the signature was electronically generated. For security purposes, a live (handwritten) signature that matches the ** provided is required.

      Finally, on June 6, 2025, your order was approved after receiving the *** with a matching, valid live signature.

      We appreciate your cooperation and patience throughout this process, and again, we sincerely apologize for any inconvenience caused.

      Thank you for choosing VitalChek.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/13/2025

       
      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:06/03/2025

      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 my birth certificate ************** through this 3rd party company and they have not delivered the document to me. I have tried calling and emailing and I cannot reach anyone. I stay on hold for more than 2 hours. My scheduled maximum delivery time was May 23, 2025. I need my document so that I can go and renew my license without penalty. I am also asking for a refund due to the stress and inconvenience.

      Business Response

      Date: 06/13/2025

      Dear Miriam,

      Thank you for reaching out to us. We apologize for the delay you have experienced.

      Please note that delivery dates provided are estimated and not guaranteed, as various factors can affect processing and shipping times.

      After reviewing your order, we confirm that all requested services have been completed; therefore, we are unable to issue a refund at this time.

      We appreciate your understanding and thank you for choosing VitalChek.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/13/2025

       

      Complaint: 23411702



      I am rejecting this response because you did send the item after I made a complaint with the BBB.  The time that my item was received was beyond the maximum time that was provided and is costing me to have to return home early to get the busy done that could have been completed before hand if you would have stuck with your original time.  

      I am asking for my money to be returned to me because you did not keep your end of the agreement with in the time constraints you provided.



      Sincerely,



      Miriam Troup

    • Initial Complaint

      Date:06/02/2025

      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.
      06/02/25 @12:14pm, HAD TO USE this VitalChek service for requesting a Vital Health Record - via online for faster processing. They state ***** hours to process. Within 4 hours, at 2:00pm on 06/02/25 I realized I no longer need this vital health record, but am unable to reach anyone by phone to cancel my order/request. Was on hold both times I called for OVER 15 ************* don't seem to be answered either. VITALCHEK IS A RIP OFF and have a monopoly on this online service, as no one else provides such a service. Customer/Consumers should be given the ***** hour opportunity of cancelling their orders, just as they take that much time in processing said orders. THIS IS CRAZY, UNPROFESSIONAL AND A CRIME!!!

      Business Response

      Date: 06/13/2025

      Dear Michele,

      Thank you for reaching out to us. We apologize for any inconvenience this may have caused.

      Please note that the email you sent was responded to within 24 hours. However, the email we received was not from the applicant themselves. For security and privacy reasons, only the applicant is authorized to request order cancellations.

      After reviewing your order, we confirm that a refund for the UPS shipping fee was processed on June 5, 2025.

      We appreciate your understanding and thank you for using VitalChek.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/13/2025

       

      Complaint: 23409466



      I am rejecting this response because: it is INCORRECT!  First and foremost, VitalChek's statement this wasn't my request and so I wasn't authorized to make changes - is FALSE, as this WAS MY REQUEST and therefore I was authorized to make changes, etc.  Second, although it took 24 hours to receive a frivolous email, stating false information - I tried without success, to cancel this within FOUR (4) hours of the initial request.  Third, I had to once again CALL to get it sorted out (after attempting to call three previous times).  On this forth attempt, I spoke with a female named "Vanessa from VitalChek," who had to "get direction from her Supervisor" - and then I was informed I needed to contact Idaho Vital Records directly to request a cancellation and refund, as Idaho took 15 days to process requests.  So I called Idaho Vital Records and spoke with a female name "True" - who informed me that she would in fact cancel my request and submit a refund for my $16.00 to Idaho Vital Records, and send an email to VitalCheck requesting a refund of my $21.00 for the UPS.  All of which happened within minutes.  However, and lastly, I am still requesting my $10.50 be refunded from VitalChek for such terrible and inefficient service provided, as well and their incorrect/false statements from the start!!!



      Sincerely,



      Michele Henry

      Customer Answer

      Date: 07/02/2025

      And so I get to pay $10.50 for them lying and being completely incompetent with the services they provide. . .?  What a frigging scam and rip-off VitalChek is!!!!    If only there was a business to compete with them in records retrieval!!!  Maybe they’d provide a more competent service! As they are complete CROOKS!!!  Friggin Scams!!!!  Buyer(s) Beware - VitalChek WILL TAKE YOUR MONEY, WILL LIE ABOUT WHO YOU ARE & NOT PROVIDE YOU WITH THE SERVICES YOU PAY THEM FOR!!!!  Unfrigginbelievable!!!!

    • Initial Complaint

      Date:06/02/2025

      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 birth certificate ********* the website said it would take 45 days it's now June 2nd. I check the website for the status of my order and it says cancelled which I did not do. The website gives a phone number *************, I've called 3 times and waited 2 hours each time and no one answers. I just want my birth certificate please help!

      Business Response

      Date: 06/24/2025

      Hello Rochelle,

      We apologize for the frustration and inconvenience you have experienced while ordering your birth certificate.  Thank you for your recent order with the City of Detroit Vital Records Office.

      After a thorough review of your request, the agency was unable to locate any record matching the details you provided as of May 30, 2025. Unfortunately, this means we are unable to fulfill your request at this time.

      Please note that all fees associated with your order have been fully refunded. The refund should appear in your account within the standard processing timeframe, which may vary depending on your financial institution.

      If you believe there may have been an error in the information submitted, or if you have any additional details that could help us locate the record, please feel free to submit a new request.
      We appreciate your understanding.

      Best Regards,

      VitalChek Customer Support


    • Initial Complaint

      Date:06/02/2025

      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.
      I ordered a copy of my marriage certificate on Feb 7 I have been going back and forth through email with customer service since that time no result. Tried to contact by phone customer service after waiting over an hour the line disconnected. I would like my marriage certificate please!

      Business Response

      Date: 06/11/2025

      Hello Lorraine,

      Thank you for reaching out to us. We sincerely apologize for any inconvenience you've experienced with your order.

      In situations like this, our standard procedure is to send a status request to the appropriate agency — in this case, the Cook County Clerk’s Office. However, before we can proceed, we must verify certain details related to your order.

      On April 17, 2025, we sent an email requesting verification of your order information. Unfortunately, we have not yet received a response. This verification is necessary to ensure accuracy before we can move forward with the status request.

      We kindly ask that you review and respond to the email sent on April 17. Once we receive your reply, we will promptly proceed with submitting the status request to the agency.

      Thank you for your attention to this matter. If you need assistance locating the email or have any questions, please don’t hesitate to contact us.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/11/2025

      As you can see this has been responded to on the April 17th date after the initial request. I have attached the requested information and the original email 

      Customer Answer

      Date: 06/17/2025

      I have filed myself on 6/11 I need my real id for travel I have received my marriage license from Cook County on 6/18/2025 cost was $15.00 at this time I would like a refund 

      Customer Answer

      Date: 06/28/2025

      How can you close the account when I have attached the emails in the 4-17-2025 showing my response see prior attached documents 

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