Complaints

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

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

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  VitalChek Network, a LexisNexis Company

  P O Box 1703 Brentwood, TN 37024-1703

• 

  VitalChek Network, a LexisNexis Company

  serving the Houston and surrounding areas Houston, TX 77001

• 

  VitalChek Network, a LexisNexis Company

  PO Box 1703 Brentwood, TN 37024-1703

• 

  VitalChek Network

  Trenton, NJ 08690

• 

  VitalChek Network, a LexisNexis Company

  PO Box 10680 Peoria, IL 61612

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

• Initial Complaint

  Date:02/13/2023

  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 have purchased my brothers death certificate back in November the 3rd 2022 I have not received it and this is February the 13th 2023 they have stated that they sent it and it has not came back I needed, I've been need it for the past few months and I have not gotten itt they keep telling me to repurchase again.I shouldn't have to I already pay for it once and I should not have to pay for it again I need the my brothersdeath certificate.

  Business Response

  Date: 05/10/2023

  Hello ******,

  thank you for your feedback. After reviewing your order we see that your certificate requested from the ******** Vital Records was mailed out to you on December 23, 2022. We hope by now you have received your order. Thank you for your business.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:02/13/2023

  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.

  The transition was around about 01/15/23, I place an order in for a marriage license document, I paid ******* some odd cents. I also ask the document to be expedited, when called for the order status, I was told that my order would be mail until July 10th of 2023 I told the customer service agent that I was speaking to I need the document for legal purposes and she told me she see she could contact the people who was in charge of refunds and she would get back with me and I have not heard back as of yet. I decided to pursue another website to get my marriage and there came through within 5days. I would like to have Vital check to return my money back to me.

  Business Response

  Date: 05/09/2023

  Hello *******,

  Thank you for your valued feedback. After reviewing your order with the ************** Vital Records, your order is still within processing time. Current processing time for this agency is estimated to be ******* business days. Your order has currently been processing for 71 business days as of today May 9, 2023. A rush request was issued by one of our customer representatives on February 7, 2023 and was not approved. Unfortunately a refund will not be able to be issued for this order. If you have any questions regarding your order please reach ** at **************

  Best Regards,

  Vitalchek customer Support

• Initial Complaint

  Date:02/08/2023

  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 1/23/2023 I ordered an ******** birth certificate on me for $47.95, I was told on that day it would be delivered by *** on 1-25-2023. It did not and has not arrived. I have called the Company 6 times only to be told "we are having a higher than normal call volume today, please hold or call back. On each call I waited 30 min. or longer than hung up. The 1st call was to order and was put right thru. I have e-mailed them twice and talked on a chat line(after a wait) twice. Each e-mail from them says the same thingLast one on 1/31/2023 "We have requested an update from ******** Vital Records, but have not received a reply yet. We willl keep you updated with any new info." Was on their chat site and was told the same thing My order #*********.All I want is mt birth certificate or a refund on my money

• Initial Complaint

  Date:02/06/2023

  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 used VitalChek a year ago to order a birth certificate then went back to the site to see if I could get a divorce certificate. Never completed the transaction because I found the document I needed. VitalChek sent me dozens of emails saying they needed more info then charged me a fee for something I never ordered nor sent them all the information necessary to receive. Please shut them down. This is shameful. Lexus Nexus is a great product but these people are scammers. Outrageous. I didnt even enter my credit card this time. They just took it from their files. Egregious.

  Business Response

  Date: 05/15/2023

  Hello,

  Thank you for your feedback. We apologize you have had some difficulties with ** here at Vitalchek. Unfortunately after searching for an order placed with your name we were unable to locate an order for a birth or divorce certificate. We did however locate an order with the email address provided for a divorce certificate under 2 different names. The order for the divorce certificate was placed with the ************** vital Records. We assure you credit card information is not taken without the customers authorization, our system does not allow that to happen. All credit card information is, and must be manually input by the customer themselves. Unfortunately nothing further can be discussed regarding this order ( *********) unless it is with the applicant ( ****************). We thank you in advance for your understanding and cooperation. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:02/03/2023

  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.

  My nephew, who is 15, ordered his birth certificate through Vitalchek. I then helped him upload several documents to prove his identity. After several attempts at calling this company, being left on hold for extended periods of time, several emails, and being hung up on after no response on hold, they finally processed the order. I paid this company an extra eighteen dollars for next day air. The order processed over a week ago and he still does not have his birth certificate. Additionally, not only is there no label and *** has not picked it up, there is no record of them even calling or reporting to *** in anyway to send the package. There is never any response through email or phone call, and I paid extra money for a next day air package that is not here over a week after processing. The COMPLETE lack of communication or any kind of efficiency by this company is not only frustrating, as the birth certificate is vital for this students continued education, they should be embarrassed. This performance by any large company is completely unacceptable. No communication, no assistance of any kind, extra money paid for services not provided. How did they ever become this kind of organization that people rely upon for vital documents? This document needs to be delivered as soon as possible, which should have been a week ago, as he really needs his birth certificate.

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my son's birth certificate on July 29, 2022. During the ordering process, there was never mention of an extensive backlog. After I checked out I was given an estimated delivery date of 100 days, which itself is outrageous. That would have put delivery sometime around mid November. It's now February 2, 2023, over 180 days later, and I've yet to receive my child's birth certificate. I tried calling them on the phone since the link to check my order status expired and was put on hold for almost an hour before I hung up. I got someone on ******** chat and all they said was that the ** DOH is behind and is currently working on requests received on July 25 so it should be soon. I find it ironic that the day I call, after 180 days of waiting, they just happen to be 4 days away from the date I ordered. In the meantime, I spent $68.50 to get this birth certificate for my son and might as well have thrown the money out the window. If I had known about this delay, I would have just gone to ********************* where my son was born and got the document in person.

  Business Response

  Date: 05/16/2023

  Hello *******,

  Thank you for your valued feedback. We apologize you encountered a delay during processing of your order with the ************** Vital Records. After your order began processing on August 1, 2022 you contacted Vitalchek on December 20, ***************************************************** process for 95 business days, processing time during that period was taking an estimated ****** business days. A courtesy refund was processed for you on February 6, 2023. We hope this resolves this matter.

  Thank you,

  Vitalchek Customer Support.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 18973942
  
  I am rejecting this response because:

  A refund was issued, yes, but only after more than 180 days passed from the time the birth certificate was ordered.  This company needs to notify people before they place an order that there will be a waiting period of this long.  This held my son up for over 6 months as he needed the birth certificate when it was ordered.  The refund is just a part of the required action on the company's part.

  Also, the blame was put on *** DOH for the hold up, which is a lie.  I called the town where my son was born and got his birth certificate in 2 days for only $15.  Vital Check is a scam company, over charging for providing no results.  They should not be permitted to operate in this manor.  If the *** DOH website hadn't directed me to them, I never would have used their service.  Also, if I had know about the absurd wait time before checking out on their website, I never would have used them.

  In short, the refund was a sweet gesture but does not resolve the issue of this company scamming it's customers who feel trapped into using their service.  This is the real issue that needs to be addressed.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/19/2023

  Hello *******,

  We are sorry our response and explanation does not meet your expectations. Unfortunately the ************** Vital ************** is a STATE office, while you mentioned you received a certificate from the **** office. Processing time for county offices are different, Vitalchek is contracted with several agencies throughout the country to place and manage orders but customers are not forced to use our services. There are alternatives to request a vital record from whichever agency. After the refund was processed there is nothing further we can do for you at this time. Again, thank you for your feedback.

  Best Regards,

  Vitalcheck Customer Support

• Initial Complaint

  Date:02/01/2023

  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 Records Online uses the information users provide on its website to pre-fill application documents. On 01/10/2023 I attempted to order county records thru this third party vendor. Vitalchek has an order request form that needs to be filled out, This form would not allow me to input my name as the Requestor, rather it automatically input a different name - which I could Not Change. This company does not answer its phone, and after several tries I gave up knowing the application order was not completed. Interestingly Vitalchek also acknowledged that fact by email the next day - "..... we reviewed your order we noticed that your relationship to the person whose certificate you are ordering may be incorrect." That's because its fillable-form locked my name out from being input as the person ordering the documents. Instead it had another person's name that could not be changed. Vitalchek Refund Policy States: "Because user satisfaction is our priority, we do guarantee a full refund within 120 days from the date of purchase under the following limited circumstances: "... (4) Vital Records Online is not able to fulfill the order. In these circumstances, you will be refunded the entire amount you have paid." Clearly, my document request could not be completed because Vitalchek's own Document Request Form would not allow my name to appear in the appropriate spot. Therefore, the "order" was never completed. All my attempts to communicate with Vitalchek to Cancel and confirm cancellation "appeared" to be ignored. This company's cancelation policy states: "Can I cancel my order? In most cases once the Complete order (including uploading any required documents) has been placed, it cannot be cancelled." I never uploaded any documents another than the document request, which could not be completed. Vitalchek ignored me, and continues to ignore me, as I attempted to reach out to it. Vitalchek charged my credit card $12.95. This is a scam to collect a fee for doing nothing.

  Business Response

  Date: 05/12/2023

  Hello,

  Thank you for your feedback. We apologize for the difficulties you experienced. A courtesy refund was processed for $12.95 on May 12, 2023 and the order was canceled as well. We hope this resolves this matter. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:01/31/2023

  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.

  Below is an order detail for a Marriage License that I never received.Order Summary Order Number: ********* PIN: *********************/**/********** AM CST Marriage Verification: *********************************** / *****************************:$17.00UPS Air:$20.00VitalChek Fee:$12.00Order Total:$49.00Payment Collected:$49.00Shipping to:******************************* ******************************************************************* Estimated delivery by:Dec 29, 2022 They will only say it's not their fault but the issuing agency issue.

  Customer Answer

  Date: 01/31/2023

  Good afternoon, the Certificate was delivered today via UPS.

  Sorry for the inconvenience.

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

• Initial Complaint

  Date:01/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a copy of my birth certificate from this H32303235**303035**32H on 12/23/2022. I paid $49. I have not received the birth certificate. I tried to call their number and it says you have to do everything online. I emailed them and didn&#**;t get a response.

• Initial Complaint

  Date:01/17/2023

  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 filed a complaint once before after attempting multiple orders. I was told I had to receive a refund in the form of a check and pay again for the order to be corrected. I never recieved a refund and once again my order wasn't completed. *** said this multiple times , I am not located in one of the five ********* of ***. "Exclusive of the 5 *********" means they only search the five ********* , not those ********* were excluded. This makes it 5 times Ive paid this company. Twice retuned cannot find because of the issue I stated with the five *********. The ***************** has to Vital records systems. The five ********* and everyone else. I did not incorrectly put this information. Now this issues has lasted years