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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/05/2022

  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.

  Your Order!Order Number:151660128 Pin:794428 Order Total:$68.50 this is the receipt I have from vital check who's website still says I must wait 90 to 100 days before I will receive my birth certificate to get my license changed over to ********. My license is now expired and I am being terminated because my job requires a valid license to be employed. I need my birth certificate ASAP. It's been over 30 days since purchase. The order was placed 10/20/22.

  Business Response

  Date: 05/26/2023

  Hello *******,

  Thank you for your feedback. We sincerely apologize for any inconvenience you may have experienced while waiting for your order. Processing time for your order when it was placed was an estimated ****** business days, unfortunately ************** Vital Records is experiencing a delay in order processing due to a high a volume of vital records requested. your order was in process for 141 business days. Our records indicate your order was sent out to you on May 23, 2023 with *** delivery, we hope you have received you order. Thank you for your business. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:12/01/2022

  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.

  The transaction occurred on 11/29/2022 and the total amount for the order was $40. The commitment from the business was to provide a requested birth certificate. Vitalchek is an official partner with the ***************** to provide these records.During checkout of requesting a birth certificate there was no option to select a shipping speed. It defaulted to what I would imagine is the most expensive option *** Air. I had no confirmation of the total of my order until after it was paid. The order was $20 for the document and $20 for shipping. If I had known the shipping was $20 I wouldnt have agreed to the terms of the order. I contacted the business within an hour of placing my order in an attempt to resolve the issue. They were unresponsive via phone so I sent a support email with the details about the shipping speed issue. I didnt receive a response until today and the only thing they said was: Dear Customer,Your order has been transferred for processing and unfortunately no changes can be made at this time.Order number is ********* In short this business is quick to take money but much slower to try and provide any customer support. Im seeking a refund of $20, the amount that was not fairly disclosed to me until after I placed my order.

• Initial Complaint

  Date:11/30/2022

  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 requested my birth certificate by mail in June of 2022 to the New *************** of ******* My check of $30 was cashed on July 8, 2022. I never received the birth certificate that I paid for. Instead Vitalchek, who was in charge of processing and delivering the document to me, only provided continual delays. On July 7, 2022, a letter from Vitalchek was delivered to me stating that it would take 60 to 70 days to process my order. That date came and went. I then reached out to Vitalchek via their online portal and was told it would take 90 to 100 business days to process my order and was given a date of November 30, 2022 as the absolute last date that my birth certificate would be shipped. It has not been shipped nor received. Vitalchek is not answering my inquiries which I submitted through their website and I am unable to obtain any specific information regarding my document request or status.

• Initial Complaint

  Date:11/23/2022

  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 an order for two Birth certificates which I needed within the month. I waited a month, and nothing arrived (I have cameras around my home and at my door that I checked the entire month). I called and they literally never answer but after three days someone finally did, and they were hesitant to even send me another replacement copy but they eventually did. It has now been TWO months and still nothing. These certificates were needed for legal matters and waiting this long extended that whole process, so I had to reorder with the expedited shipping option which was EXPENSIVE and all I wanted was a refund because I did actually receive the expedited certificates. Which, I was told would not be possible.....I am literally being robbed, they took my money, didn't give me anything then basically forced me to pay AGAIN for a more expensive option and are now refusing to give me my money back. This is disgusting and morally and ethically just not okay.

  Business Response

  Date: 05/26/2023

  Hello *******,

  Thank you for your feedback. We apologize for any inconvenience you may have experienced. According to our records 2 separate orders were placed and shipped out. One of the orders was placed under a different name. We attempted to reach you by telephone today, May 26, 2023 but you were not available to answer. Please contact ** at the number attached to the voicemail so we can further assist you. 

  Thank you,

  Vitalchek Customer Support

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising 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 adopted daughters amended birth certificates on 04/15/2022 @ 7:45 and 7:58 CDT and have a readily available copy of my receipt for verification purposes to which I paid $56.70 per certificate (there are two purchased) plus shipping and handling. Upon trying to email and call VitalChek, naturally, I am unsuccessful due to high call volume. The birth certificates are needed for school records and medical records and whatever else may arise. The money has already been taken out. I either want a refund or the birth certificates for my children.

  Business Response

  Date: 05/26/2023

  Hello,

  Thank you for your feedback. After reviewing your feedback we were unable to locate an order in our database with the information provided. If you could please provide an order number that was sent via email that would greatly help. We look forward to hearing back from you soon so we can review your order further. 

  Thank you,

  Vitalchek Customer Support

• Initial Complaint

  Date:11/08/2022

  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.

  Sought a copy of my mothers death certificate from ************************. Vital Chec is their preferred provider from the Vital *************** in **. This has been going on since August 20th. I was then told I would receive the documents by October 12th. The documents failed to arrive October 14th.. I called and they said that they would look into it. They lied. They said they would call back on the following Tuesday. They lied. I called them Thursday, they said they would check on it and would call me on Monday. They lied, did not call. They have excessive long wait times ( 1 hour or longer)It is now November and still do not have my birth certificate and my mothers death certificate.

• Initial Complaint

  Date:11/07/2022

  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.

  On 10/18/2022 I paid VitalChek a total of $45.75 for a birth certificate. $19.99 of the $45.75 fee was for nextdayair. A service that means delivery on the following day. On the 21st I checked the status and seen it had not been shipped yet. That's when I seen the expected delivery date was not until 10/31/2022. I reached out via chat about paying next day air and was told the next day air was after they located the birth certificate. In total it took 8 days. After going back through it was not clearly posted that the next day air was in fact not next day air but only when they find it. This site misleads you to believe you can get it on the next day, and just takes your money without placing clearly. When I reached out I was told it was policy.

• Initial Complaint

  Date:11/07/2022

  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 website and call I made to this company claim to provided any of the documents within 90 business days. The 2 documents I paid for, a Birth Certificate and Marriage License, have not yet been received. The 90 business days are past as I made this order on June 7, 2022. These documents are no longer needed as I needed to provide them earlier. I want a full refund since their services were NEVER rendered and they will not give me a status on this order when I contacted them this week (11/2022).

• Initial Complaint

  Date:11/01/2022

  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 from the company, they took my money and never delivered.

  Business Response

  Date: 06/01/2023

  Hello,

  Thank you for your feedback. After reviewing your order we see your order was sent out for delivery on November 17, 2022 with *** delivery. We hope you have received your order. We sincerely apologize if you encountered a delay for your order. 

  Thank You,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/02/2023

  I primarily want BBB to note that almost EVERY Vital ************** that I know of or have had contact with has VITAL RECORDS as its recommended online order contact.  Yet, if you check all over the place they pull what they did to me:  that is, immediately take the credit card money, and then don't fulfill the orderj (unless you file a complaint!).  Check your own complain list.  They are almost all the same.  Why do governmental offices, county clerks, state vital records, etc. CONTINUE to recommend this what I would call fraudulent company??????? (I am having trouble writing this because I am **************************************************** order to see what I am typing!  I wish you would make the facts known to ALL Vital record sources in the country!!!!!!

  Customer Answer

  Date: 06/13/2023

  It is not true that I believe this problem is resolved.  I will never say that.  I wrote you June 2 and the info is in the history of the complain file.  YOU have not done what needs to be done:  that is, to inform ALL the vital records departments in the country that RECOMMEND this company.  The complaint lists everywhere show that this company does the same thing over and over and when they get caught, they "apologize" and send the paid for product very late!  Over and over and over.  People need to know about this!  That is my final comment.  It is NOT a closed resolution. 

• Initial Complaint

  Date:11/01/2022

  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 copies of my birth certificate and marriage license/certificate on September 26th and paid over $70 for the order, since I was charged $20 for shipping and a $12.45 for processing. I was promised the copies by October 10th and never got them. I then received an email stating they were shipped on October 14th and finally received the package on October 17th. When I opened the package, the receipt for both were in there, but it only included the birth certificate copies. I called and complained right away and received an email to provide more information on October 18th, which I sent back right away. I received an email on October 21st stating that they have not yet heard back from the records agency and they are still working on it. They also stated that it takes on average 3-5 business days to hear anything. I called a few days later, but still no luck. I received yet another email on October 21st and today, October 31st, stating that they still not heard back from them. I started an online chat a little while ago with **************** who refused to tell me where their company was located (I needed the location to file this complaint-I did my own search). I asked for a refund and he stated that they need to submit a request to the records company twice before he could issue one. I asked why the second one was never sent and he rudely said thank you for contacting him and disconnected my chat. I really want my 2 copies of my marriage certificate, but if I cannot get that, I would like my money back. This has been going on for over a month. The person that has been emailing me has the name of ************** I have copies of the chat and all of the emails. Please help. Thank you!

  Customer Answer

  Date: 11/16/2022

  Hello,

  Yes, I have heard from this company. They emailed me and said that if they don't hear from the party responsible for the error by November 14th, they will refund me the cost of the 2 missing marriage certificates. I was hoping that the shipping and fee would also be included in that refund. I am not satisfied with their response. 

  Thank you, *********************;