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

  1217 N Pearl St Jacksonville, FL 32202

• 

  VitalChek

  2020 NW Parkway Jackson, MS 39213

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:09/28/2022

  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 have two complaints with this company. 1) I started an application for a birth certificate for my newborn on 8/22/22. I paused on the application since I was not sure which type of certificate I needed. While I confirmed this with my employer, I did not proceed with the application. However, VitalCheck charged me two times a "processing fee" of $9 the same day (total $18). The processing fee should not be charged until I complete the application and I have asked them to refund me. I have not heard back.2) I completed the application and ordered the birth certificate on 9/9/22 and upon receiving the email receipt noticed the shipping fee of $18. I immediately emailed the company and asked them to change the shipping method and that I didn't realize there was a $0 cost option. They responded that the order had already been sent to LA County and it will take ***** days to process. I replied that I don't understand if there are ***** days to process and it hadn't been processed yet, why I could not change the shipping method. Also, I strongly believe the way the shipping selection on the website is portrayed is very deceptive. The shipping option is pre-selected for an $18 fee, and it looks as though it's the required fee. When you actually drop down, there is a 0 cost fee which many customers like myself would easily miss. I pointed this out and the response was that there was nothing they could do and that the $18 shipping is their preferred method. If it's preferred, that should be notated in parenthesis, not already selected. $18 may not be a lot to some people but it is to me, and this is highly unethical to have the pre-selected method when there is a 0 cost option available. They refused to refund or change the shipping method, even though I contacted them and spoke with a real person immediately after placing the order. I think this is an unethical business practice, especially as a contractor for the government, and needs to be addressed.

  Customer Answer

  Date: 10/10/2022

  QUESTIONS:
  1. Have you heard from the company? No
  
  
  

  Business Response

  Date: 06/22/2023

  Hello *****,

  Thank you for your feedback, We sincerely apologize for the inconvenience you may have experienced while using our services. After reviewing our records we see you had a total of 3 duplicated orders. Please be assured a credit has been provided for 2 out of the 3 orders placed. Each refund was for $9.00. Unfortunately for the third order which was paid in full and delivered to your home cannot be refunded as all services were rendered. We do apologize if the shipping portion of the ordering process was confusing. In the meantime we hope this response and refunds were enough to consider this complaint closed.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:09/28/2022

  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 paid $58.50 for 2 expedited copies of my birth certificate on 08/14/2022. I was told I would receive them in approximately 5 days. Order #*********. I reached out to check the status on 8/23/22 and heard back from them on 8/25/22 stating that I should receive my order by 8/27/22. I reached out to VITALChek again on 9/18/22 and have yet to hear a response. Today is 9/28/22. I still do not have the certified birth certificates that I needed for a job to get my passport. I want a full refund. This company is a scam.

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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.

  Contra Costa County (in CA) told my mother she had to order a copy of her marriage license online (to get her real ID). The county website sends you to VitalChek. I helped her complete everything for what was supposed to be an online order. At the end, it said we had to print out a form and get it notarized. Then we were to scan and upload the documents and ID back to the company. We attempted to immediately cancel the order. They would cancel the order but said they keep the processing fee. I tried to call them several times, but their message says they are busy and to call again later. I ended up cancelling the order. They should not be allowed to keep the processing fee as they didn't do any processing. They should not be allowed to make it seem like a simple online order when it is not. You only find out after they have your money that it is not an online transaction.

  Customer Answer

  Date: 10/18/2022

  The company did respond to my email directly and did credit my mother's credit card for the processing fee.
  
  
  
  However, they are still going to continue with their shady practices. They need a warning on their website's homepage stating 'If you do not have a driver's license, you will not be able to complete this transaction online. You will have to print and notarize the document, then scan it back to us. If you choose to continue, you will be charged a non-refundable processing fee.'

• Initial Complaint

  Date:09/01/2022

  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 07/13/2022 I requested. My Marriage certificate from the registrar's office in Los Angeles county California. Marriage Date was 09/03/1978. It's been almost two months and I haven't received any documentation.. I sent numerous emails to this company to no avail. I paid $44.50 to have this document sent to me. And I requested refund says I haven't received any documentation. I just seem to get the runaround.. I just want my refund. I'll go get the documents myself. I'm just hoping this isn't some type of identity the gain personal information off people..

  Customer Answer

  Date: 09/19/2022

  Thank you it's been resolved.
  
  Thank again for your help.

• Initial Complaint

  Date:08/26/2022

  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 am a Private Investigator who ordered a Death Certificate for a law firm with respect to a workers' comp case. VitalCheck took my money and guaranteed a delivery date. It's now been a month and a half and it's still allegedly been processed. No one answers their customer support phone line or their e-mails.

  Customer Answer

  Date: 09/13/2022

  Hi! No response still. It was ordered and paid for on July 14th (2 months ago) with delivery promised by August 18th. It's September 12th tomorrow. I can almost never reach anyone at VitalCheck by phone, online or e-mail, but when I do, I am told my order is being processed. My law firm has been waiting for this document for so long and now I have to pay someone to go down and physically do the job we hired VitalCheck to do. We are out so much time and money as a result and it appears as though lots and lots of other people are too.

  Business Response

  Date: 07/07/2023

  Hello,

  Thank you for your feedback. After reviewing your order we see your order was shipped out on September 16, 2022. We hope you have received your order. Our sincere apologies for any delays and inconveniences that *** have occurred. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:08/22/2022

  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.

  I attempted to place an order for a birth certificate through the Maryland Department of Vital Records. The website re-directed me to VitalChek which apparently is the only way to order a Maryland Birth Certificate Online. After reading the reviews of VitalChek I was skeptical but as I am living overseas it seemed to be my only option.
  
  I ordered 2 copies of a birth certificate for my daughter. It seemed easy enough and the order placing process was very simple. However---only AFTER I placed the order and paid for the service did I receive an email instructing me that I needed to scan more identification documents. I was travelling and unable to do so and I was informed that the order was not fulfilled due to the additional documentation needed.
  
  However, I did get charged 11.75 USD as a 'processing fee'. I contacted VitalChek about a refund and was informed that the Terms and Conditions that I agreed to make it clear that this is a non-refundable fee.
  
  I'm sure that's buried in the Terms somewhere. However, the process was also not made clear and is very much a bait and switch which made me want to order the birth certificate in person the next time I am in Maryland.
  
  I am requesting a refund of my 11.75 USD.
  

  Customer Answer

  Date: 09/02/2022

  I was asked to answer 2 questions related to this filing:
  1. Have you heard from the company? No. I have not heard from the company after they denied my request for a refund. I have heard nothing from them since I filed this BBB complaint.
  
  
  2. If yes, are you satisfied with their efforts to resolve your concerns? N/A as I have not heard from them.
  

  Business Response

  Date: 07/07/2023

  Hello ****,

  Thank you for your feedback. We sincerely apologize you had an unpleasant experience using our services. As per our agreement with ******** Vital Records we are required to request and approve specific entitlement documentation. your order never received any of those documents to be approved. There are several ways to have those documents submitted, unfortunately once documents aren't submitted after 45 days your order will be cancelled. After 15 days the Vitalchek fees get charged for all orders. The Vitalchek fee is a non refundable fee as it is disclosed prior to submitting credit card information. We apologize for any inconvenience this may have caused you.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 18265977
  
  I am rejecting this response because its the same copy/paste response that in originally received from the company.   Frankly I dont care about the ***** anymore.    However its clear that the company has baked into its business model, a practice of securing revenue when no services are being provided.  Theyve covered themselves with their terms and conditions but its a sketchy way to run a business and i think consumers should be aware.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/18/2022

  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.

  Ordered a copy of my Montana birth certificate on 8/14/22 and paid a total of $43.50 to have it shipped overnight to my address. The order number is***-***-****
  
  The birth certificate that was delivered to me has an error. It says "Male" instead of "Female."
  
  I have spent a total of two hours on hold today, and an hour on hold yesterday after calling the Vitalchek customer service number and no one ever took my call.
  
  I've tried to use the online support chat function on Vitalchek's website but it continually says "searching for agent." I left the chat window open for more than an hour and no one responded.
  
  I call the Vitalchek corporate number -- ###-###-#### -- and had to leave a message because no one answered the phone.
  
  I emailed Vitalchek yesterday about the error, but no one has responded to my email.
  
  I did not think to take screenshots as I went through the order process. I'm certain I didn't pick the wrong sex. And wouldn't someone at the company question the name "***** ********* *******" being male????

  Business Response

  Date: 07/07/2023

  Hello,

  Thank you for your feedback. After reviewing your order history we see that on August 22, 2022 a representative contacted you regarding this issue. The notes on the order indicate you requested to not be contacted after that point. We do apologize for any inconvenience.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:08/15/2022

  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.

  VitalChek seems to have a near monopoly on the ordering of historical documents from government agencies. It is unclear what service they actually provide, but two months after they took my money, I do not have what I ordered (a century-old death certificate). I get automated and false responses (stating that I have to provide a notarized statement that I am a direct relative, which is absolutely not required, and was not a term of my order). I cannot seem to contact them other than through an online form, which just generates more of these false "Action Required" emails.

  Business Response

  Date: 08/03/2023

  Hello,
  

  Thank you for your feedback. We sincerely apologize for such a delayed response. Unfortunately we are not able to locate an order in our system past 1 year from current calendar date. We do apologize for any inconvenience you may have experienced during the ordering process.
  

  Best Regards,
  Vitalchek Customer Support

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 18266007
  
  I am rejecting this response because:
  

  The company has waited just shy of a year to respond to the complaint, and now says it cannot look up orders older than a year. They just ran the clock out. I cannot look my order up online anymore, but their site says to call customer service. That number says that due to "extremely high call volume" they recommend I look my order up online! I waited on hold for a half hour and gave up. They have my money still, and I do not have my order. I am a historian trying to obtain an informational copy of a 120 year old marriage certificate. They are demanding certified proof of my family relation to the subjects, but that is required only for a certified copy of the document, not an informational copy. I need this for a biography I am writing, and I expect them to send me what I paid them for. 
  Sincerely,
  
  *******************

  Business Response

  Date: 08/04/2023

  Good Morning,

  Thank you for your response. We understand the need for the requested documents, unfortunately per our agreement with several vital records agencies we are required to request the necessary entitlement documents. It appears the order you have placed may have only charged you the Vitalchek fee and not the complete order fee. This fee is disclosed to be charged for all orders placed even for orders that are not completed due to entitlement documentation not being sent in. Furthermore, this fee is disclosed to be non refundable. We would recommend to place an order directly with the county or state agency in which you originally placed the order for, bypassing the use of our services. We sincerely apologize for any inconvenience this has caused you as well as for the much delayed response. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 08/04/2023

  I have two unfilled orders from them in which I was charged for shipping of documents I have not received, as well as their fees for "for the secure collection, processing and transmittal of your data to ***********************"- a service which they have not performed. Their communications do not indicate that these are non-refundable. I demand a full refund of of :

  $57.95 for order number 146726313 (July 14, 2022) (includes $20 shipping which they pocketed)

  $46.00 for order number ********* (July 15, 2022) (includes $19 shipping which they pocketed)

   

  The order form states "If you are not eligible to receive an authorized copy of the marriage certificate, you WILL receive a certified informational copy with the words "INFORMATIONAL, NOT A VALID DOCUMENT TO ESTABLISH IDENTITY" imprinted across the face of the copy. This document is primarily used for genealogy and cannot be used for identification purposes." I am not requesting an authorized copy, and I have NOT received my informational copy. The terms stating that I must verify my relation to the subject appear IN THE RECEIPT I received AFTER they took my money, and also indicate that the fees "may be retained." That's not the same as "non-refundable", and this is not communicated until after my card was charged. I expect either my documents or my money back.

  Thank you.

   

• Initial Complaint

  Date:08/12/2022

  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.

  On July 29th, 2022 I ordered a copy of my son's birth certificate through this company. When I checked the delivery times it said 3-5 days for the expedited delivery. I paid $68.50 for this service and now it says it could take months to come. I needed this so my son could play football and now the deadline is this weekend and no sign of this birth certificate. I want this order cancelled and I would like a full refund. This is ridiculous. Thank you.
  

  Business Response

  Date: 08/03/2023

  Hello,
  

  Thank you for your feedback. We sincerely apologize for such a delayed response. Unfortunately we are not able to locate an order in our system past 1 year from current calendar date. We do apologize for any inconvenience you may have experienced during the ordering process.
  

  Best Regards,
  Vitalchek Customer Support

• Initial Complaint

  Date:08/10/2022

  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.

  New York State uses Vitalchek to handle Birth Certificate requests. They have you populate an online form and charge $60 to utilize their services. After purchasing, they require another $30 check made out to the Department of Public Health and a copy of your drivers license. Upon sending in the required information, I did not hear from them for 4 months, so I checked to see if the $30 had been cashed and Yes, 10 after I mailed the application, check and DL copy.
  
  When I enquired, they asked me for an order number and code that I never received, and then asked me what the services were for, before proceeding to tell me they have lost my order and have no record of it yet they cashed my check. This is my 2nd attempt to gain a copy from them. This Company is worthless.

  Customer Answer

  Date: 08/22/2022

  I have not received any follow up from the Company after my initial complaint. They were asking me for a reference or case number. As far as I know, I never received a case number.
  
  
  
  They have not volunteered to correct anything nor have they made any attempt toward restitution.

  Business Response

  Date: 08/03/2023

  Hello,
  

  Thank you for your feedback. We sincerely apologize for such a delayed response. Unfortunately we are not able to locate an order in our system past 1 year from current calendar date. We do apologize for any inconvenience you may have experienced during the ordering process.
  

  Best Regards,
  Vitalchek Customer Support