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 Inc

  101 Israel Rd SE # Ms-7814 Tumwater, WA 98501-5570

• 

  VitalChek

  230 Park Ave Fl 7 New York, NY 10169

• 

  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

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:05/19/2025

  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 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 Watkins

  Customer 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 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 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 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.

  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.

• Initial Complaint

  Date:05/19/2025

  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.

  Paid to have a document expedited and they say it will take until November to receive the document.

  Business Response

  Date: 06/08/2025

  Hello ******

  Thank you for reaching out to us. We understand your concerns and truly apologize for any confusion or inconvenience this situation may have caused.
  

  Please note that the current processing time for orders placed fir ************** Vital Records is ****** business days, which was disclosed during the ordering process, specifically when selecting your shipping method. We recognize that this timeframe is lengthy and appreciate your patience as we work diligently to fulfill all requests as quickly as possible.
  

  Wed also like to clarify that expedited shipping **** Next Day Air) refers only to the shipping method used after the order has completed processing. It does not expedite the processing time itself.
  We apologize for any misunderstanding and are here to assist if you have further questions or need help with your order.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23348904
  
  I am rejecting this response because: it is completely unreasonable to have to wait 100+ days to receive a simple document.  The document is a marriage certificate.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/16/2025

  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.

  On ************ I ordered 2 birth certificates from Vitalchek for a total amount of $64.70, including the *** Air shipping. Items were supposed to take ***** business days, I called and emailed them several times, no answers to 2 of my emails, the 3rd one today I get run around after giving them the order number, pin and phone that they ask for they are sending back an email asking for more vital info, in an email which I do not feel comfortable doing, and even before I answer, they mark the request "resolved/closed", which it is not. I have called up 3x as well, first time no one ever came to phone after an hour, though second time I call and they answer they state they are open 24/7, and that was on May 3rd, they told me it has not been yet 30 business days, which run Mon-Fri, Well here we are the 16th of May, which they claim is the 30th business day, and no response, no birth certs received. I did get an excuse that they were extremely busy, but I am not being kept in the loop and no expected date in which to receive, tracking number nor delivery in sight. I would please like help resolving this. I see this business, which is online and serves several states gets multiple complaints about them all of the time now, they used to be reliable to Source birth certs from my state, and is where the *** sends me. Now it's just terrible service!! I want my birth certs or my money back!! Prefer what I paid for as I really needed them some time ago! That you, ***** *******

  Customer Answer

  Date: 05/27/2025

  Hi,

  I have not heard from the company, I keep calling and emailing them and they give me one delay after another. Here is my telephone correspondence notes...

  Call to Vitalchek to follow-up on my birth cert again, and it is now *********
  Still no birth certificate. ******* at ** will send a notification to ************* inquiring on status of my order as per 
  6:47 pm May 20th via phone call at **************. This is the latest I have after filing a complaint to the BBB last Friday. ******* also told me that WC has only since the 3rd of may acknowledged my order and now is telling me it will be another ***** business days from that time, rather than the original ***** business days given to me upon receiving my order from VC. I told them I am not happy that I now have to wait an additional month to receive my bc when I was told ***** originally upon my order. This is 2 months now I must wait instead of one!! I told her this is dishonest and misleading.******* told me to give them 5 days to respond and she would call me back once she received an answer from ***** **.  
  

  It's now May 12th, did not receive any emails back regarding my request of when I can hope to rec the 2 birth certis I purchased online
  from Vital ck on Apr 3rd.  It has now officially been well over a month. So I called Vital Chek at: **************. I was on hold for about 10 min on hold at 7:50 pm on 5/12 "*******" answered the phone and told me they are very backed up on their req for birth certs, and email answering, and that my order has only been 25 "Business"days. Wayne county, she said takes ***** day to fulfill orders. I told her actually it has been over 30, and she says they do not count weekends and holidays, so it has only been 25. I asked her if I can still expect to receive the 2 birth certs I paid for and she said "yes Ma'am. We are just overwhelmed with requests for birth certs right now."  She also told me they are available 24/7 on the phone. I told her that is funny because I called Apr 3rd at 3 am est before placing an order because I had an issue uploading docs and was on the phone for about one hour on hold and no one ever came to the phone. From what I read in reviews,  numerous people are having issues getting their birth certificates sent on time, even after 6 wks to 2 months they do not have them, and say that no one will ever come to answer the phone.

  Call to Vitalchek to follow-up on my birth cert again, and it is now ********.
  Still no birth certificate. ******* at ** will send a notification to ************* inquiring on status of my order as per 
  6:47 pm May 20th via phone call at **************. This is the latest I have after filing a complaint to the BBB last Friday. ******* also told me that WC has only since the 3rd of may acknowledged my order and now is telling me it will be another ***** business days from that time, rather than the original ***** business days given to me upon receiving my order from VC. I told them I am not happy that I now have to wait an additional month to receive my bc when I was told ***** originally upon my order. This is 2 months now I must wait instead of one!! I told her this is dishonest and misleading.******* told me to give them 5 days to respond and she would call me back once she received an answer from ***** **.  
  

  May 22 

   Called Vitalchek again to see what status is on my order, spoke to ****** at 8:30 pm, who told me thatstill no updates on my order. ******* did reach out to ***** ** but they have not answered  That it does take 3-5 business days for a response, and that hopefully she (*******) will be calling me with an update some time tomorrow, if she has an answer for me. ****** did tell me they handle this correspondence after answering their call center calls. But I should be hearing back from them soon. More sit and wait.. For now.

  May 27th 
  Spoke to ****** again at 9 pm because I never received a call from ******* about status of my
  birth certs. She apologized that I had not rec'd a call and told me they have a 3x call policy to the entity that fulfills the birth certs, aka ***** **. She said she looked and there has been no response from ***** ** so ****** was sending another req as to the status of my birth certs tomorrow to ***** **. She said they will give them another 3-5 days and let me know and will call me. I said I have been waiting since the 3rd of April and that June 3rd will be 2 months now, business days or otherwise and that I needed these days ago. ****** said she would look into how to go about getting a credit for me if certs are not recd or no reply after the 3rd time. I told her I would like my money back on the 3rd if I have not rec'd them by the 3rd, that despite the bureaucratic red tape, this is a long time to wait.. 2 months. She said sure, she will look into it, but that they have a policy of 3x. I told ****** that there must be oversight between the 2 businesses to get this done and that I have followed a BBB complaint. Will see what happens next.

  The is the latest update I can get, and I am very frustrated. I just want what I paid for, failing that, I would like an immediate refund if this purchase cannot be fulfilled by June 3rd, which is 2 months.

  Thank you,

  ***** *******

   

  Customer Answer

  Date: 05/27/2025

  May 27, 2025

  I just want the BBB to know that this business Vitalchek is terrible. They used to be great about having my vital documents expedited but currently, they have not reached out to me when the company said they would follow-up several times with me, they have never once to date kept their word. I tried calling down to ***** ** Mi myself about my birth certs and I could not get an update of when I could even hope to rec my documents. I am very, very upset with the lack of quality of communication, oversight and business professionalism from this company. I was told I would rec my birth cert in ***** days, but they are busy due to so many people wanting them, I get that, but then I was told ***** business days, and that it could possibly be another *****. Will I ever see it? No one knows. I was told ****** was going to check into getting me a "credit" if there was no response after 3 tries. I don't know what to believe anymore as no one is even attempting to communicate with me. Poor service. I just want what I paid for our my money back at this point. If I could go down to ***** ** myself I would, but I am in the middle of the state, its over 4 hours away and I've no transportation and am disabled. 

  Thank you,

  ***** *******

  Customer Answer

  Date: 05/31/2025

  Concluded Amicably. I received my birth certificates on the ************ Thank you!!

• Initial Complaint

  Date:05/16/2025

  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.

  May 3, 2025 email Unsolicited

  Business Response

  Date: 06/05/2025

  Hello ******,

  Thank you for reaching out. Were sorry to hear that youve experienced an issue and wed like to help resolve it as quickly as possible.
  In order to assist you, well need a bit more information regarding your order. Could you please provide the following details?
  
  - Order number (if available)
  - A brief description of the issue
  

  Once we have this information, well be able to look into the matter and get back to you promptly with a resolution.
  We appreciate your patience and look forward to assisting you further.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:05/16/2025

  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 with expedited service on 05/04/2025. I provided forms and copies of ID. Got a notification it was rejected. I then had everything notarized and resubmitted. I received a notification saying my order was complete and would be here by this Wednesday. Wednesday came and went, no order. Today I received a partial refund to my card and when I went in to check, it now says my order was canceled. No explanation was given as to why and they kept the processing fee. I have called multiple times and been on hold for hours. I need my birth certificate for starting a new job.

  Business Response

  Date: 06/05/2025

  Hello ******,

  Thank you for reaching out. We understand how important this matter is and appreciate the opportunity to clarify what occurred with your recent order.
  After reviewing the details, we found that the Arizona Office of Vital Records canceled your request because the birth certificate information provided did not match their official records. As a result, the agency issued a refund for the certificate portion of your order directly.

  As a courtesy, we will also be refunding the VitalChek processing fee to you. You can expect this refund to appear on your original form of payment within 57 business days.

  We sincerely apologize for any inconvenience this may have caused. If you have updated or corrected information and would like to submit a new request, we would be happy to assist you through that process. Please let us know if you have any further questions or need additional support.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/16/2025

  This has been resolved. Is there a way to delete the complaint?

• Initial Complaint

  Date:05/16/2025

  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.

  I went on to the New York State government website. I wanted to order a certified copy of my birth certificate. I have been in the ********* for 25 1/2 years. I have deployed to a combat zone from May 2005 to May 2006. I have over seven years of active duty. Hence, I need a NY State certified birth certificate for various important reasons including that I have two kids in college. I followed the instructions. I paid over $80.00 for this service including over $20.00 for air delivery. I am wondering if this is a legitimate business. I was told this can take up to six months. I **** attach my proof of ordering and so on. Thank you.

  Business Response

  Date: 06/09/2025

  Hello Phillip,

  Thank you for reaching out to us regarding your order.
  

  Please be advised that the current processing time for New York State Vital Records is up to 150 business days. We understand this is a lengthy timeframe and sincerely apologize for the delay and any inconvenience it may cause.
  

  The total for your order is $79.50. Additionally, we reviewed the images you provided, and unfortunately, they do not pertain to your VitalChek order. If you have documentation specific to your order or any additional questions, please feel free to share them with us.
  

  We appreciate your patience and understanding as we continue to work with the vital records office to fulfill your request.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/10/2025

  I am not satisfied with the reply from the business. I was told they would send me my original birth certificate we by November 2025.  

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23336764
  
  
  
  I am rejecting this response because: it is totally unacceptable to offer a $21.00 over night fee when it may take up to 150 days to process this request. I am in the military. I have moved many times. I am still serving in the US Army after over 25 1/2 years and a combat tour for one year in the middle east. I need my original birth certificate to assist one of my children with various college tuition and college application requirements. I am trying to get my Virginia state driver's license but I cannot do so without an original birth certificate. I expect an immediate refund of my overnight fee since it is a waste of money to pay $21.00 or $20.00 when it is taking weeks and months to have my request filled. Finally, I am not satisfied with a 150 day wait. If I can obtain my original birth certificate or a certified copy of same through some other means, I will do so. I will try to call a State of NY government official and find out if there is a way I can order what I need by not using this company's service. Also, I have family in the area, I will find out if I can get someone to go in person for me. I am 100% disappointed in Lexis/Nexis and I would not have ordered through them if I knew it can take up to 150 days. I need and want it now, not in 150 days.
  
  
  
  Sincerely,
  
  
  
  Philip Botwinik, COL, JA, US Army

• Initial Complaint

  Date:05/15/2025

  Type:Product 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.

  Back in ***********, I ordered a birth certificate for my child. Well, its May 2025 and it has never arrived. I called them up today and they said that it was shipped out on August 27th but when I asked for proof they went back on it and said that all they did was send it to the health department and have no idea if it got shipped or not . Since I hadnt received it, I asked what they can do and they said nothing since its been past 120 days. They gave me no proof that it was processed or shipped yet they made $44.50 off this but not proof of any service provided. I want an actual service to be provided and have the birth certificate sent over or a refund. Thanks.

  Business Response

  Date: 07/01/2025

  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, we realized that the document was delivered on August 28, 2024. However, we are not able to provide the tracking details. We cant locate shipments if the package information is older than 120 days. 

  Kindly allow 3-5 business days for a customer service specialist to carry out and investigation with the Agency. 

  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
  

  
  

  Customer Answer

  Date: 07/11/2025

   
  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:05/14/2025

  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 copies of our birth certificates on ******** and none came. I went online to check status and it keeps telling me to call customer service, I called multiple times and was put on hold for over an hour each time and no one answers just a recording telling me to call at a later time. I have emailed multiple times with no response. I just want my money back.

  Customer Answer

  Date: 05/21/2025

  I have requested multiple times for my money back and to cancel order and even though they stated that it's being delayed in processing they are telling me they can't refund me because it's pprocessing. Does not make sense. 

  Customer Answer

  Date: 05/21/2025

  I have requested multiple times for my money back and to cancel order and even though they stated that it's being delayed in processing they are telling me they can't refund me because it's pprocessing. Does not make sense. 

  Business Response

  Date: 06/09/2025

  Hello Mia,

  Thank you for contacting us. For security and privacy reasons, we must verify certain information before providing updates on your order.
  

  We noticed that a few of our recent emails requesting verification were declined or did not receive the necessary information. Unfortunately, if verification is not provided or is declined, we are unable to send a status request on your behalf.
  

  Please understand that VitalChek cannot process refunds or cancellations for existing orders. To assist you further, we kindly ask that you verify the information requested in our previous emails so we can proceed with your status request.
  We apologize for any inconvenience and appreciate your cooperation and understanding.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23328051
  
  I am rejecting this response because: I have given you information via email multiple times and it was stated in the emails that the order was not processed but then that you wouldn't refund. If it's not processed I have not received it in the time frame I ordered it for I want to cancel and receive my refund. What is the issue? Return my money since you failed to provide me with the items.
  
  Sincerely,
  
  *** *******

  Customer Answer

  Date: 06/26/2025

  As of today I still have not received my birth certificates nor my refund.