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VitalChek Network, a LexisNexis CompanyThis 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
Customer Complaints Summary
- 731 total complaints in the last 3 years.
- 396 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/21/2025
Type:Delivery IssuesStatus: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 sons birth certificate through ************************ per the instructions for DC Vital statistics website. VitalChek and *** have not delivered to me, I was to sign for the package. I was not home and did not sign. I was at work. *** and VitalChek have closed the cases I opened stating "delivered". My package was not. There was no notice for me to come pick up and sign for the package. And that is what ************************ states would happen, I have to sign for the package. I did not. Something is not correct. There is no package, I am being given false information. Neither company is helping me. And now my childs information could be anywhere. Please help me. These two companies have scammed me.Business Response
Date: 06/09/2025
Hello ******,
Thank you for reaching out to us.
We have followed up with *** regarding your shipment, and they have officially closed the investigation, confirming proof of delivery. As a result, a claim was not issued by ****
We understand this may be frustrating, and we sincerely apologize for any inconvenience this situation has caused. If you have any further questions or concerns, please dont hesitate to contact us.Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:05/21/2025
Type:Delivery IssuesStatus: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 from this company on April 9th. According to their website processing time and time allowed for it to arrive, it should have been no longer than a month to receive it. Its now been 6 weeks. They dont pick up the phone and when I email them they reply saying that they are researching the matter and will get back to me but that was more than 9 days ago. I emailed them again 2 days ago. They did not reply. Emailed again yesterday, they reply saying they are researching the matterBusiness Response
Date: 06/09/2025
Hello *****,
Thank you for contacting us.
For all status inquiries regarding your order, please reach out directly to the *****************************************************. Unfortunately, this agency does not accept status requests from VitalChek, so we are unable to request updates on your behalf.
You can contact the agency at *********************** for assistance.
We apologize for the inconvenience and appreciate your understanding. If theres anything else we can assist you with, please let us know.Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:05/20/2025
Type:Service or Repair IssuesStatus: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.
4/28/2025 order ********* ... emails stating information sent does not match the certificate. I am requesting for my child not myself and gave passport. It will not be the same as the child's name. Tried calling and waited two hours on hold each time to be disconnected after that time. Had to drive 3 hr round trip to get certificate in person instead. Still trying to charge me $15. I believe they are running a scam because everyone I met at the vital records office ALL had the same issue.Business Response
Date: 06/08/2025
Hello,
Thank you for contacting us. We sincerely apologize for the extended wait times and any inconvenience this may have caused you. We truly appreciate your patience.
After reviewing your order, weve found that it was placed using an incorrect name and relationship, which may have contributed to the delay and confusion. We understand how important these documents are and regret any frustration this may have caused.
Please also be advised that the VitalChek fee 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:05/20/2025
Type:Delivery IssuesStatus: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 daughters birth certificate on 5/12 and provided the requested documents. Received a email stating my documents would be reviewed in ***** hours. On 5/20, I received an automated email stating my ID did not meet the requirements because the address did not match the billing address. This statement was incorrect. The email did not provide any direct contact information. I requested assistance through their website. I received a question reference 250520-000074. I have received no further correspondence. I dont know how to get the birth certificates and will still be charged.Business Response
Date: 06/09/2025
Hello *********,
Thank you for reaching out to us.
According to our records, your order was sent out for delivery on May 29, 2025 from the City of ************* Vital Records via UPS.
We understand how important these documents are and sincerely apologize for any inconvenience this delay may have caused. If you need further assistance or have any additional questions, please dont hesitate to contact us.Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:05/20/2025
Type:Product IssuesStatus: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.
Made order on ******* for long form birth certificate. On ******* they reported the order shipped. I never received the order. Support tickets were opened. I informed them their records were incorrect. They would only say the order was shipped and there's nothing they can do and I need to contact the post office and the records office directly. The service I paid for was unsatisfactory and I feel cheated. I want my money back or the services rendered.Business Response
Date: 06/08/2025
Hello ******,
Thank you for reaching out. We understand how important this matter is to you and sincerely apologize for any inconvenience you've experienced.
We have verified with VitalChek that your order has not been returned to the ***************************** & **************** Unfortunately, this agency does not issue courtesy copies, and we are unable to reissue the document without a new order being placed.
Additionally, please note that **** is not a trackable or insured method of shipping, which limits our ability to investigate the delivery status once the item has left the agency.
We truly regret any frustration this situation may have caused. To proceed, a new order will need to be placed through VitalChek. If you need assistance with this process, were here to help.Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 06/09/2025
Complaint: 23353627
I am rejecting this response because: A manager reached out to me by phone and confirmed that your system was not correct, and the order had never been shipped. Your company recorded this call and you should have it in your records. Your company has already admitted fault, but has yet to fix the situation. Look at the order date and the date the order was shown as shipped.
Sincerely,
****** ****Initial Complaint
Date:05/20/2025
Type:Delivery IssuesStatus: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.
On March 18, 2025 I placed an order for 2 death certificates from ********. I was charged $42.95. I received a confirmation email from VitalChek that my order was processed and estimated delivery by March *******. I have never received my 2 death certificates. I have tried NUMEROUS times to contact them at their customer service number at ************ and ************ and can NEVER get through to a customer service individual. I am on hold for long periods of time and no one ever answers. I have also tried calling at the beginning of the day and at the end of the day when they are supposedly not as busy. I want my 2 death certificates. They took my $42.95 and I never received anything from them.Business Response
Date: 06/14/2025
Dear *******,
Thank you for reaching out to us. We understand your concerns and apologize for any inconvenience this situation may have caused.
After reviewing your order placed with Oklahoma Vital Records, we can confirm that your order was mailed via **** on March 19, 2025. However, it was subsequently returned to the agency on April 3, 2025.
To assist you further, we have escalated your case to our *********************** who will be following up with you directly regarding this issue. Please expect a call back on Monday, June 16, 2025.
We appreciate your patience and look forward to resolving this matter promptly.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:05/19/2025
Type:Delivery IssuesStatus: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 have tried for over 2 weeks. Since the 5th of May to be exact to get a birth certificate from this business. They were the first place I saw when I googled how to obtain a birth certificate since I am in ************* and trying to get a birth certificate from ***********. I called every day trying to get in touch with someone wait times were always longer then 1-2hours some days Id be on hold for 3-3.5hours just to be told my order was pending or still processing. I finally received an email that my order was being cancelled (no other information) at first when I was calling it was to see if I could expedite my order and no one was able to do so. So I had to wait. I waited about 5days because I thought my order was just processing but after a while I was like let me call again. When I called and finally got a hold of someone they said my order was being cancelled because there was a discrepancy in my application but no one had reached out via phone or email to tell me what the reason was. I had to search for it myself. They fixed the issue. The payment was processed $11 on May 6th and $25 on May 13th so Im assuming things are moving along. I called today after waiting the longest Ive ever waited to speak with someone 3.5hrs and my order was declined. They were refunding my money. But no one said why. No one said again there was an issue and no one tried to fix it. After almost 2weeks my order was just cancelled with no prior notice and I was told that I had to go thru the process again or go to *********** and go get it myself. Because thats just something we can all do. Right? My whole real reason for going through this utterly ridiculous process is because I have a trip on June 7th and am needing a passport. But no one at vitalchek seems to care. When theyre whole business is supposed to be helping people get there birth certificates and certificates they need. I need to get the order completed I do not have time to wait another ***** or however many days.Business Response
Date: 06/14/2025
Dear Eduardo,
Thank you for contacting us. We understand your concern and apologize for any inconvenience this may have caused.
Upon reviewing your order, we have confirmed that the Puerto Rico Department of Health canceled your order on May 13, 2025 due to a name discrepancy. This information was provided to us by the agency in response to a rush request submitted by VitalChek on the same day.
VitalChek attempted to contact you on May 15, 2025, but the call was answered by someone not listed on the application, and we were unable to discuss the order details.
As requested by the agency, your order was refunded on May 19, 2025. The agency has advised that if you still wish to obtain the record, a new order must be placed with the correct information.
Thank you for your understanding. If you have any questions or need assistance placing a new order, we are here to help.Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:05/19/2025
Type:Product IssuesStatus: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 certified birth certificate through VitalChek on [insert your order date] and paid approximately $79.50. I was later notifiedafter paymentthat the expected delivery time was over 140 business days, pushing the delivery into November 2025.VitalChek issued a partial refund ($34.50) but refused to refund the remaining $45, citing that the New York State Vital ************** does not allow cancellations. However, I did not contract with the stateI paid VitalChek directly.Their representative acknowledged on the phone that this is more than a delay and that my concern was valid. Despite this, they refused to issue a full refund or resolve the matter appropriately. I have documentation and transcripts proving these delays and denials. This is not buyers remorsethis is a failure to deliver a service within a reasonable timeframe, in violation of the **** Mail Order Rule.Customer Answer
Date: 05/30/2025
I have not heard back from VitalChek. Despite repeated requests and their own acknowledgment that the delay was excessive and unreasonable, they continue to withhold $45.00 for a service that was never delivered. I respectfully request the BBB to consider closing this case with the company marked as non-responsive and include this on their public profile.Business Response
Date: 06/14/2025
Dear Harold,
Thank you for reaching out to us. We sincerely apologize for any inconvenience this experience may have caused.
As a courtesy, a partial refund was issued to you on May 2, 2025. Please note that the VitalChek service fee is non-refundable, as disclosed during the ordering process for all customers.
Additionally, refunds for New York State Vital Records agency fees are not issued by VitalChek. These fees are determined and processed solely by the issuing agency. While we understand your concerns regarding the length of the processing time, it’s important to note that each agency sets its own timelines, and in the case of New York State, extended processing times are unfortunately common.
We do our best to provide transparent information throughout the ordering process. All processing fees and estimated processing times are displayed clearly on our website before a customer selects a shipping method or submits payment. This information is also accompanied by customer agreement checkboxes, which must be acknowledged to proceed with the order.
For your reference, we’ve attached screenshots from our website showing:
-Where the processing fees and estimated times are displayed.
-The customer agreement section where this information is confirmed prior to placing an order.
We appreciate your understanding, and we’re here to help if you have any additional questions.Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 06/16/2025
Complaint: 23352099
I reject VitalChek’s response. I was not clearly informed at the time of payment that my order would take over 140 business days (until November 21, 2025) to be fulfilled. Their website did not provide a prominent or unavoidable disclosure, nor did it require explicit acknowledgment of this delay before charging my card.
On a recorded call in early May, their own representative confirmed the delay was:
“Up to 22 weeks… around November.”
“Excessive.”
“Not just a delay… more than that.”
This acknowledgment directly contradicts their claim that the timeline was reasonable and fully disclosed.
I paid VitalChek directly, not the state of New York. The company is attempting to shift refund responsibility to a third party, while retaining consumer funds for a service that was never delivered.
Their conduct raises concerns under the following consumer protection laws:
FTC Act – 15 U.S.C. § 45: Prohibits unfair or deceptive acts. Hiding material facts like extreme delays in dense text without proper notice or acknowledgment violates this standard.
CFPB UDAAP Statutes – 12 U.S.C. §§ 5531, 5536: A practice is unfair if it causes financial harm that is not reasonably avoidable. This situation qualifies — I had no meaningful chance to avoid the harm since the timeline was buried post-payment.
Truth in Lending Act (Regulation Z – 12 CFR § 1026.13): I was billed for a service not rendered. This is a billing error under federal law when a service is not received.
I respectfully ask that the BBB not close this case as resolved. I continue to request a full refund of the remaining $45.00, and I urge BBB to monitor how VitalChek handles payment collection and cancellation policies, particularly for undelivered services.
Sincerely,
Harold WatkinsCustomer Answer
Date: 07/01/2025
Dear Better Business Bureau,
Thank you for the opportunity to file Complaint ID #23352099 regarding my experience with VitalChek / LexisNexis Risk Solutions. I acknowledge that the case has been closed as “Answered – Consumer Dissatisfied.”
For the record, I continue to assert that VitalChek did not provide clear, prominent, or unavoidable disclosure of the 140+ business day delay prior to collecting payment. Their own customer service representative acknowledged in writing and over the phone that this delay was “excessive,” and that I would have been advised to contact the issuing agency before ordering — a fact not made clear during the transaction process.
The company retained $45 for a service that was never rendered. As a result, I am pursuing a chargeback through my credit card issuer and have also filed a complaint with the Consumer Financial Protection Bureau.
I hope this information remains on file for future consumers and BBB review.
Sincerely,
Harold Watkins
[email protected]Initial Complaint
Date:05/19/2025
Type:Customer Service IssuesStatus: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 request on 2/25/25 and paid $81.95 to expedite the request. there were issues of sending pictures that were legible and I used the fax option to get the company what they needed. I still have not received my documents and the status still says processing. I have simply requested all of my money returned within ***** hours. any assistance you can provide to get me to resolution quickly will be appreciated.Business Response
Date: 06/09/2025
Hello ******,
Thank you for reaching out to us. We understand your concerns regarding your order.
Please note that VitalChek is unable to process cancellations or refunds for existing orders once they have been placed. Additionally, the current processing time for ************** Vital Records is approximately 90 to 95 business days. As of today, your order is on the 61st business day.
We sincerely apologize for the delay and any inconvenience this may cause. We appreciate your patience and understanding as the vital records office works to fulfill your request.
If you have any further questions, please feel free to contact us.Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:05/19/2025
Type:Delivery IssuesStatus: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.
February 29 I paid for and uploaded the documents in order to get my birth certificate (born in ***********, **). The company told me my documentation was acceptable and said wait for 20 business days. I emailed them several times when the document did not arrive. They first replied that I need to be patient and now they will not reply at all. I have called and.
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