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Business Profile

Searchers of Records

VitalChek Network, a LexisNexis Company

This 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

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

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    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 Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/18/2022

      Type:Billing Issues
      Status:
      Answered
      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 filled out paperwork to get a birth certificate for my daughter and there was a fee of *****. I didn't follow through with the request because they wanted a nortized copy of I'd and I don't have the money to get all that and they charged my account yesterday for a fee for nothing. They didn't provide me with a service. I tryed resolving it with them but they won't budge on fee and will not refund back my money.

      Business Response

      Date: 06/12/2023

      Hello *******,

      Thank you for your feedback. After reviewing your order we see you were charged the Vitalchek fee of $15.50. This fee is charged for all Vitalchek orders and is non refundable. This information is disclosed prior to processing your billing information. There will be no further charges pertaining to this order in the future. We will not be refunding this order. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/13/2023

       
      Complaint: 18291316

      I am rejecting this response because:I never received there services

      Sincerely,

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

      Business Response

      Date: 06/16/2023

      Hello *******,

      Thank you for your response. We sincerely apologize our response did not meet your satisfaction. Unfortunately, the order was never completed by you. Per our agreement with ******* Vital Records we are required to request specific documents to approve entitlement which you never did submit. As we mentioned in our last response we will not be processing a refund for the non refundable fee of $15.50. We now consider this issue closed and cancelled. 

      Thank You,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/16/2023

       
      Complaint: 18291316

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 06/22/2023

       
      Complaint: 18291316

      I am rejecting this response because:
      They didn't give any service. 
      Sincerely,

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

    • Initial Complaint

      Date:10/17/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Hi there! I have ordered birth certificate from these guys. They have shipped it to me. However, there were several orders created by me and only of them was fulfilled. Other orders were supposed to be cancelled in 20 days. The order certificate was for my son *******************. Anyway, the company charged my credit card 5 times $11 for the last week for no reason. When I reached out to them they said we will credit it back. And they did credit back $11 but then charged me again. There is no reason to charge me $11, I owe them nothing. Those back up orders I created can't be cancelled so they should stay in pending status until 20 days pass. But there is no fee for just creating the order. These guys act like scammers. I want them to give me back my $11*5 and stop charging my card or I will have to report them to the police. They don't pick up their phones so there is no way to settle this issue directly.

      Business Response

      Date: 06/12/2023

      Hello,

      Thank you for your feedback. After reviewing your order we see there were a total of 5 orders placed on the same day using the Vitalchek website. 4 orders have been cancelled and refunded. The one order that was charged was paid in full. We hope this resolves this issue. Thank you for your business.

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:10/14/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 order my children birth certificate order number *********. They told me it will be here by the10)10/2022 then they said for sure by 10/13/2022 now they said it's delayed. I needed them for the housing authority by next week. They ignore emails I chat with them the lady was very rude. I'll just go pick it up

    • Initial Complaint

      Date:10/12/2022

      Type:Product Issues
      Status:
      Answered
      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've been going back and forth with this company showing proof that I purchased my birth certificate and never received it. They are saying cant send attachment of proof of payment and the system must of purge my record of payment. I would like to receive my birth certificate or a refund of my money.Respectfully,****************************************

    • Initial Complaint

      Date:10/07/2022

      Type:Billing Issues
      Status:
      Answered
      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 attempted to pay a bill for ******** County EMS through their ***** Nexis payment portal. The screen says the payment fee is zero dollars. The website is secretly charging people a ten dollar fee when the screen specifically states zero dollars fee and shows the total as solely whatever you are paying for the medical bill. How many elderly people have probably paid through this portal and not noticed the dishonest ten dollar fee? They either need to remove the fee or change the screen to honestly show a ten dollar fee tacked on to each and every online medical bill payment. This is illegal.

      Business Response

      Date: 06/02/2023

      Hello *******,

      Thank you for your feedback. After reviewing some of the information provided on this complaint we were unable to locate a transaction to refer to. Please provide us with the confirmation number provided to you at the time of your payment. All of our fees are disclosed at checkout prior to submitting your payment. At the time you do have the option to or not to submit your payment. Please contact us at your earliest convenience so we can discuss in greater detail. 

      Thank You,

      Vitalchek Customer Support

    • Initial Complaint

      Date:10/05/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I submitted a request for a birth certificate. I then was asked to submit a copy of my driver's license. I was sent upload instructions but no where on the site gave an option to upload the image. I kept telling them I couldn't upload. I then attempted to cancel my order. They said I couldn't and I would need to contact the state vital records. However, the ** state vital doesn't have an email and aren't answering the phone. Bait and switch. They then canceled my order and took my money. I WANT A REFUND. I understand their policy is you waste our time, we take your money ... but they wasted my time.

      Business Response

      Date: 06/02/2023

      Hello *******,

      Thank you for your feedback. An attempt was made to reach you today by telephone but we were unable to speak to you. Please refer to the voice message left so you can give ** a call back. We would like to discuss your order with you in greater detail so we can resolve the issue. We look forward to hearing back from you soon.

      Thank You,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/05/2023

       
      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.

      someone sent the birth certificate I paid for 

      Sincerely,

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

    • Initial Complaint

      Date:10/04/2022

      Type:Product Issues
      Status:
      Answered
      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.
      They sent the certificate of live birth when I ordered a birth certificate for legal purposes.

      Business Response

      Date: 06/05/2023

      Hello ******,

      Thank you for your feedback. We sincerely apologize you did not receive the correct certificate you requested. We see a refund was provided to you on October 9, 2022. Again, our apologies for any inconvenience that *** have occurred.

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:10/04/2022

      Type:Delivery Issues
      Status:
      Answered
      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 purchased/submitted a request online for a copy of my husband birth certificate 4/27/22. This was a somewhat urgent matter but I somewhat understood the ****** day window to receive it. 100 days past and I reached to out their customer service team early September, only to be told it hasn't been "100 business days" but to reach out after that time for them to look into it as I still hadn't received it. At almost the 100 business day ***** I received an email stating it was delayed. It had the option to request an order status so I did opt for it but am still currently waiting an update which has been over a week at this point. I can't look at the status online anymore thru their website due to the age so I'm 100% in the dark. This is very sensitive information being requested and to be in the dark with little to no communication for over 5 months is absolutely mind blowing. I'm demanding a status update and proof my husbands information has not been lost and if I can't receive his birth certificate within the next 30 days, I want a full refund.

      Customer Answer

      Date: 10/17/2022

      In response to the email received 10/17, no I have not received any correspondence from this company. I feel it is highly unethical and will be placing a complaint directly with the State in which they were hired to provide these services for if they do not respond to me directly or to this BBB complaint.

      Customer Answer

      Date: 10/19/2022

      I just received an automated email this morning stating my order had shipped via regular mail. I still do not feel confident in this as no one has replied to my emails or to the BBB so I would not like to close the case until I have physically received the order.

    • Initial Complaint

      Date:10/02/2022

      Type:Delivery Issues
      Status:
      Answered
      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 order a copy of my sons birth certificate in May 2022 so he could start a job. I have contacted his company a few times because we have yet to receive the certificate. Every time I was told it will be this 5 business days etc. Nothing. We are going into October and after four months I simply want my money back. They had no problem taking $60.50 from my bank account and I would like it back. They costed my son his potential job because he could not provide certification. I have file a dispute with my bank and intend on continuing until my money is returned. I have uploaded proof of the sale and removed our names and address/pin number.

    • Initial Complaint

      Date:09/29/2022

      Type:Delivery Issues
      Status:
      Answered
      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, Wednesday, September 21st, 2022, I ordered a "DEATH CERTIFICATE" from, VITAL CHEK, ORDER NUMBER: *********. I uploaded my, "UN-EXPIRED" ************** Drivers License, and then it "NEVER" came in the mail. On, Wednesday, September 28th, 2022, I reached out to, "VITAL CHEK" about my order for the, "DEATH CERTIFICATE", and was told in an email (SEPARATE) from the "DOCUMENTS NEEDED" Page about additional documents needed? When, I emailed "VITAL CHEK" to their response about the "VERIFICATION" of my "NON EXPIRED" ************** Drivers License, that was, "UPLOADED SUCCESSFULLY", VITAL CHEK, "DID NOT REPLY"! Nothing additional was needed after, I signed in with my, "ORDER NUMBER" and my "PIN NUMBER", so why haven't, I received the, "DEATH CERTIFICATE FOR: *********************", like I paid for? Thank You! ************************************************

    VitalChek Network, a LexisNexis Company is NOT a BBB Accredited Business.

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