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

  1000 Alderman Dr Alpharetta, GA 30005-4101

• 

  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

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:06/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a birth certificate on ******.Order number - ********* I was told it would be delivered no later than one month by *******.This birth certificate is needed in order to order a Real I.D in order to take a flight on 7/14. Was told by customer service they have no update, no tracking information. My options are to wait 15 more business days which would be June 20th. Or reorder with expedited shipping.I was told I would not receive any refunds if I was to place a new order with expedited *********** the end of the day, I just need my birth certificate in a timely manner. I will be placing a new order with expedited shipping. I want a refund for the original order, which never arrived and I have been waiting over 30 days for. I assume its lost at this point, but cannot afford to wait another 15 business days at that will leave no time to acquire a real I.D. Please help.***** ******

  Business Response

  Date: 06/11/2025

  Hello Jasen ,
  
  Thank you for contacting us. We sincerely apologize for the inconvenience you’ve experienced and for not receiving your order as expected.
  
  We have confirmed that Massachusetts Vital Records sent a courtesy copy of your certificate on June 5, 2025, in an effort to resolve the issue.
  
  Please note that we are unable to issue a refund for any fees related to order #201081955, as those fees are non-refundable once processing has begun. However, as a courtesy, we will be refunding the UPS shipping fee associated with order #202942658.
  
  We appreciate your patience and understanding, and we’re here to help if you have any further questions or concerns.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23406913
  
  
  
  I am rejecting this response because:
  
  
  When someone places an order for their birth certificate, it is typically to acquire additional forms of I.Ds. Passport, real I.D, etc. which is the case here.

   

  I ordered on May 5th with a scheduled delivery date BY May 30th. After this date had come and gone by a week I called in and received no tracking number or no update on where my document was. 
  

  being as I could not afford to wait another month, I was essentially forced to purchase another birth certificate. This one with expedited shipping.
  

  I do not want, and don’t have a need for 2 birth certificates. I want a refund for the first one that was ordered, that has still, to this day, not arrived, and no one can tell me where it is.

  
  
  Sincerely,
  
  
  
  Jasen Osborn

• Initial Complaint

  Date:05/30/2025

  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.

  need refund never did anything with devil

  Business Response

  Date: 06/12/2025

  Hello ******,
  
  Thank you for contacting us. We are sorry to hear that you are dissatisfied with your experience and need a refund.
  
  After reviewing your order, we realized that the order has been cancelled. Please be advised that the  Vitalchek processing and handling fee associated with your order is non-refundable.

  If you need to place a new order or have any further questions, were here to help and will do our best to assist you promptly.
  
  Best Regards,
  
  Vitalchek Customer Support
  
  

  
  

• Initial Complaint

  Date:05/29/2025

  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 submitted a mail order in November for my sons death certificate in *************** They emailed that they needed my divorce decree which I submitted by fax and certified mail. They rejected my application even though I had provided the info and had been in contact by email and phone stating they hadnt heard from me. They sent a check for $12 but kept their $6 fee even though I requested a refund. Their cancel letter directed me to mail a new application, fee and verification directly to DC Vital Records which I did in March. On 5/28/2025 I received the same cancellation letter from Vitalchek with a different order number. The later stated I failed to provide verification by their deadline but they never contacted me about it at all. I spent two hours on the phone yesterday and two hours today and have not been able to reach their customer service. I am unable to appear in person in D.C. as I live in ************ and Vitalchek is the only option I have. I am on a fixed income so I used their mail service as the fees were less. I still need my certificate and believe I have submitted all needed information twice to them per DC Vital Records website and Vitalchek.

  Business Response

  Date: 06/12/2025

  Hello Jennifer,
  
  Thank you for your feedback. We apologize for the long wait time on the phone. We process thousands of orders a day from across the country, so our call centers get very busy. 
  

  After reviewing the information provided, we were able to view two orders placed with D.C. Vital Records. Unfortunately, Order # 192502235 has been canceled and refunded due to it being past 30 days without any necessary updates provided to Vitalchek. On December 6, 2024, verification was needed and email sent to verify name change (example: marriage certificate or court documents) to proof entitlement for the certificate being requested. On January 9, 2025, a check was mailed out in the sum of $18.00, the $6.00 Vitalchek processing and handling fee is non-refundable.

  On May 19, 2025, order 199208040 was canceled and refunded in the sum of $12.00. The $6.00 Vitalchek processing and handling fee is non-refundable. The order has passed 45 days and Vitalchek did not receive the appropriate fee to complete processing.  A refund check was sent to the billing address provided on the order. We apologize for any inconvenience. 

  All correspondence was sent via email to the address listed on your applications. If you need further assistance, you can resubmit the applications with the necessary supporting documents and fees for the order to be processed. You can also email us [email protected].
  
  Best Regards,
  
  Vitalchek Customer Support
  

  
  

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23391597
  
  
  
  I am rejecting this response because: you have charged me fees without providing my death certificate. Regarding application 192502235 you requested verification of my name change. My name has never changed. I contacted you by phone in December to explain this but you still needed my divorce degree which I provided by fax within your time frame. I contacted you by email at that time since I hadn’t heard anything and your response was that faxes can take a while. To be safe I sent the divorce paper by certified mail and you still cancelled my order.

  Regarding application 199208040 all verification and a check was sent as instructed by your first cancelation letter. You never contacted me about the application but again cancelled it and I had no idea why. Now you are saying it was for lack of payment? My check was cashed and you also sent me a partial refund minus your $6 fee? None of this adds up. I have no death certificate and you took $12 in fees from me and did absolutely nothing. 

   

   

  
  
  
  Sincerely,
  
  
  
  Jennifer Deneen

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a birth certificate online for $47 on ***************. I was contacted by the location health department office and said I could save some money if I came into the local office and picked it up ($15 instead of $47) instead of having it mailed. I agreed that I would like to save the extra money. They cancelled my order and sent me an email confirmation of the refund (I have attached that email for reference). I have since picked up my birth certificate but have been waiting for this refund for 6 weeks now. I have emailed many times - no response. I have called many times - always on hold for over an hour with no one picking up. I have contacted them through their customer service on their website - also no response. Based on others complaints I can see that this is an on going issue. I think it's time for the government to stop recommending this company to access government documents.

  Business Response

  Date: 06/11/2025

  Dear *****,
  
  Thank you for reaching out. We sincerely apologize for any inconvenience youve experienced and appreciate your patience as we work to resolve your concerns.
  
  We understand your frustration regarding the cost of services. Please note that VitalChek's fees are higher than standard government fees due to the added convenience and speed we provide. Our service allows customersespecially those residing outside the state where the event occurredto securely order vital records online and receive them more quickly than through traditional methods.
  
  Regarding your refund, wed like to confirm that the initial refund was processed on April 14, 2025. Additionally, a new refund check was sent via **** on June 9, 2025. Please allow up to three weeks from that date for delivery.
  
  If you do not receive the check within that timeframe, feel free to contact us, and we will be happy to assist further.
  
  Thank you for choosing VitalChek.

  -Vitalchek Customer Support

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have received my refund via hard check.  It has been cashed. This matter has been resolved.

  Thank you for your assistance.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a birth certificate order recently and never received it after I paid for it. They put they needed the back of my driver's license for it which they already had a copy of. I re-uploaded it and still they didn't send me what I paid for. I have tried to call numerous times and spent hours listening to music waiting for a representative and one never gets on. They never email back they just take your money and never fulfill your order and know you won't ever get a live person. They now have my driver's license copy. I want my money back and my license destroyed from their datatbase.

  Business Response

  Date: 06/11/2025

  Dear ******,
  
  Thank you for contacting us. We sincerely apologize for any frustration or inconvenience this situation may have caused.
  
  Please be advised that, per our agreement with the ****************************, VitalChek is required to request specific identification or entitlement documents to ensure the secure and lawful release of vital records. These documents are requested strictly for entitlement verification purposes.
  
  Our records indicate that your order is pending due to the missing upload of the back of your Indiana drivers license. You have submitted only the front of the license, along with an image of your Social Security card, which was not required or requested for this order.
  
  A VitalChek representative reached out to you via email on March 25, 2025, to notify you of the missing documentation and the steps needed to proceed. As we did not receive the required documents within the specified timeframe, your order has since been cancelled.
  
  Please note that the VitalChek processing fee, as disclosed at the time of purchase, is non-refundable for all orders placed.
  
  We understand this may not be the outcome you were hoping for and we appreciate your understanding. Should you choose to place a new order in the future, we would be happy to assist you in ensuring all required documents are submitted correctly.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23387294
  
  I am rejecting this response because: I did upload the back of my card several times. I also replied in an email with it. I want my money back. All this place does is steal from people. You received both sides and are fully aware of it. They never answers calls because then they would have to address what they do. What you are doing is theft.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 07/09/2025

  I did send them my drivers license and it was both sides. It was there before I even sent the other document which was listed as an option for proof of identification. Now, this business has done this to numerous people and no one does anything about it. Look at their system and you will see it was in there. All they do is steal from people.

• Initial Complaint

  Date:05/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a record on May 7, 2024. The order took a long time to be delivered. Delivery was attempted on July 26, 2024. By this point, I had moved and needed to change the delivery address. I attempted to contact customer service in July and again in October. VitalChek first asked me to confirm details of the order and send proof of identity (ID) to change the address, which I did via email to customer service. During the second contact, because no other delivery was attempted despite the change of address, they told me I needed to fax them my ID instead of emailing it. I have not been able to find anywhere that still has fax services. I am now moving again. I just want them to update the shipping address on the order and send the record to the correct location. My new address (of June 10) is ****************************************.

  Business Response

  Date: 06/05/2025

  Hello *****,

  Thank you for contacting us, and please accept our sincere apologies for any frustration or inconvenience you've experienced.
  Weve reviewed your case and would like to clarify that, in accordance with ************** Vital Records' change of address policy, a valid photo ID and a signed letter explaining the reason for the address change are required to proceed with your request. This documentation can be submitted in either by fax or by mail.

  Once the required documents are received and reviewed by the agency, they will continue processing your order.

  We understand how important this matter is and are here to assist in any way we can. If you need help preparing your letter or have any further questions, please dont hesitate to reach out.

  Thank you for your patience and understanding.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:05/27/2025

  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.

  VITAL CHECK. ********* selling. Hidden in several pages of disclaimer is additional charges not up front. After completed required information and receiving credit card information and debited. VITAL CHECK adds additonal charges. This leads you to believe there will be further charges. Cannot contact anyone by the contact phone number. Sent email and response was the charges are outlined in disclaimer. This is a complete rip off

  Business Response

  Date: 06/05/2025

  Hello *****,

  Thank you for reaching out and sharing your concerns. We want to assure you that VitalChek is committed to transparency and that there are no hidden fees associated with our ordering process.

  All fees including those charged by the issuing agency for the certificate, the VitalChek processing fee, and any applicable shipping charges are clearly displayed prior to finalizing your transaction. Customers are given a full breakdown of costs and must review and accept them before submitting payment information.

  Please also note that the shipping fee is completely optional. While we offer expedited shipping through *** for those who need faster delivery, you always have the option to select regular mail at no additional cost.
  

  If you have any questions about the charges on your order or would like us to review your specific transaction, wed be happy to assist. We appreciate your business and thank you for choosing VitalChek.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23381097
  

  BBB: I do not accept the response made by the business to resolve this complaint

  I am rejecting this response because: The final cost from the actual end enity that issues Death Certificates requires additional cost to complete research and the release of a death cert. This is only made clear after VITA debits your credit card. Anyone using this site will find out. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/14/2025

  Hello,

  Thank you for your response. Please provide us with a description of the additional charges that were presented to you post initial transaction. We would more than gladly address these charges and provide an investigation into them. As mentioned in our previous response, all of the charges for every order is disclosed in a clear and visible fashion. This allows our customers to be aware of all charges. We look forward to hearing from you soon.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23381097
  
  I am rejecting this response because:
  Waste of time. Charge applied at end of transaction after debit of my credit card. Stop wasting your time and mine with canned responses. Do the right and ethical thing and credit my card. 
  
  Sincerely,

   

   

  
  
  ***** ******

• Initial Complaint

  Date:05/23/2025

  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.

  I place an order for birth certificates with Vital Chek on 4/2/25 with a projected delivery of May 15, 2025. I have never received the order or any type of shipping confirmation. I received an email from Vital Chek on 5/12/25 asking if order had been received. Only option to address non receipt was to contact via phone at ************, which I tried and spent over two hours on hold. I have tried again today and spent over an hour with no response. I have emailed Vital Chek without response. I would like this resolved as I need additional birth certificates when I retire overseas. If Vital Chek cannot fulfill this order I would like to be reimbursed.

  Business Response

  Date: 06/11/2025

  Hello ******,

  Thank you for reaching out to us. We sincerely apologize for any inconvenience or frustration this delay may have caused.
  
  Upon reviewing your order, we see that an email was sent to you on June 5, 2025, requesting verification of your order information. This step was necessary in order for us to submit a status request to the Wayne County Clerk on your behalf.
  
  At this time, your order has moved past the standard processing stage, and we have submitted the status request to the agency. Please note that the Wayne County Clerk is allowed 35 business days to respond to these requests. If they do not respond to two consecutive status inquiries, your order will become eligible for a full refund.
  
  We understand how important this matter is to you and appreciate your patience as we work to resolve it. Please dont hesitate to reach out if you have any questions or need further assistance in the meantime.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/11/2025

   
  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:05/22/2025

  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 a birth certificate from VitalCheck for my daughter so she can start school on August. They approved my documents and shipped it with a expected delivery date that Friday. Well it got stolen. I never received it. They are not responding to my emails nor phone calls. I find it hard to believe that a company shipping confidential personal information doesn't make you sign for the package. I got charged 53 dollars for a package I never received.

  Business Response

  Date: 06/10/2025

  Hello *****, 
  
  Thank you for contacting us. We sincerely apologize that you haven't received your order as yet and for any inconvenience this may have caused you. We truly appreciate your patience.
  
  After reviewing your order, weve found that the *** investigation has been closed, and claim issued. We understand how important these documents are and regret any frustration this may have caused.
  
  Please also be advised that the fees associated with your order has been refunded in full. You should see the refund reflected in your account within the standard processing timeframe, depending on your financial institution.
  If you need to place a new order or have any further questions, were here to help and will do our best to assist you promptly.
  
  Best Regards,
  
  Vitalchek Customer Support
  

• Initial Complaint

  Date:05/21/2025

  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.

  On April 23, 2025, I placed an order to obtain my official birth certificate records through VitalChek. They sent me a email confirming the order and payment. They estimated the birth certificate record would be received ***********. On Monday May 19, 2025, I enquired on their website about the status of the order and it said the order was cancelled and payment wasnt received. As I said I have an email confirming the order and payment. I also have my bank record which shows they received the payment on April 23, 2025. They sent no notification they were cancelling the order and I have tried to reach them by telephone the last two days and have been put on hold for over two hours each day with no actual human response. I also messaged them through their website and have yet to receive a response.

  Business Response

  Date: 06/10/2025

  Hello ***********,

  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. As we review your order, we realized that the order was cancelled and refunded because the details you provided on the order does not match the details on the record. If you need assistance, you can reach out to the Cook ********************* at ************.

  Best Regards,
  Vitalchek Customer Support