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VitalChek Network, a LexisNexis Company

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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

Customer Complaints Summary

731 total complaints in the last 3 years.
396 complaints closed in the last 12 months.

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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:05/13/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 need birth certificate; submitted copy of passport plus three more paper IDs; not enough, so I submitted two more paper IDs; still not enough; went to submit again but the account is closed!Horrible customer service; multiple emails within website and via email, eventually a month later got one reply; tried to call multiple times but never picks up (each time waited 90 min). This is a small financial ripoff, but a major waste of my time. They should not have closed the account, especially since they now have six documents with photo/addresses.
Business Response
Date: 06/14/2025
Dear *****,

Thank you for contacting us. We understand your concerns and appreciate the opportunity to assist you.

Per the *****************************************************, VitalChek is required to request and approve specific documentation to verify both entity and entitlement before an order can be processed.

After reviewing your order, were pleased to inform you that your passport has been approved. However, when using a passport, the agency also requires one additional form of documentation from the approved list provided. This secondary document must:

- Include an address that matches the shipping address on your order

- Be dated within the last 60 days

Please review the list of acceptable documents and submit one that meets these criteria at your earliest convenience.

We look forward to assisting you further and completing your order as soon as the required documentation is received.
Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 06/17/2025

Complaint: 23326838

I am rejecting this response because I still cannot access the website using my order number and pin. I cannot be happy until I can reenter. They should send an email to me with the access code.

Sincerely,

***** ******
Initial Complaint
Date:05/13/2025
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.
I placed an order for a birth certificate on ******. I paid them a total of *****. I complained to you people on 4/08/25. You set my complaint onto them about not receiving my birth certificate or any information about it after numerous times I tried to contact them. They've replied to me on 4/27/ 25 requesting the same information I originally gave them again. That is the last I have heard from them with no reply so far. This is totally unacceptable to have to wait well over the time limit for a simple birth certificate. It should not take that long at all. I would like a complete refund or to get my birth certificate within the next 5 days. Any help you can give me would be greatly appreciated. I believe this business is a scam and should be shut down.
Business Response
Date: 06/11/2025
Hello *******,
Thank you for reaching out to us. We sincerely apologize for the inconvenience and frustration this delay has caused.

The normal processing time for orders with New York State Vital Records is typically ****** business days. We understand that your order has now been in process for 182 business days, which is well beyond the standard timeframe.

Given the circumstances, we are more than willing to process a refund for your order as a courtesy. Before we can proceed, VitalChek is required to verify your credit card information. To facilitate this, a member of our ********************** will contact you within the next business day.

We appreciate your patience and understanding, and we are committed to resolving this matter as quickly and smoothly as possible. If you have any questions in the meantime, please dont hesitate to contact us.
Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 06/13/2025

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. They have not contacted me for my bank information as of today 12:30 p.m. June 13th 2025. I would appreciate them to contact me ****. They said they would contact me on Thursday of this week and that did not happen. Thank you.

Sincerely,

******* ****
Initial Complaint
Date:05/12/2025
Type:Billing Issues
Status:
UnresolvedMore 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.
transaction on April 10; used my credit card to help ***** norma ******* request a birth certificate for her son ******* *****; unable to complete the request because ******* is living in ******; Vital Chek charged me $12 twice and have since refunded me $12; they continue to use my e-mail address (***** ***** has none) saying "action required" but it's ******* who needs to take action, not me; yet they still charged my card and have provided no service
Business Response
Date: 06/05/2025
Hello,
Thank you for reaching out. We understand your concern and are here to help.
However, due to our privacy and security policies, we are only able to make changes or provide detailed information about an existing order if the applicant themselves contacts us directly. This ensures we are protecting sensitive personal information in compliance with vital records regulations.
We kindly ask that the applicant call our customer support line at [insert phone number], so we can assist with the request. Our team is available 24 hours a day to provide support.
We appreciate your understanding and look forward to resolving the matter as soon as we hear from the applicant.
Best Regards,
Vitalchek Customer Support
Customer Answer
Date: 06/10/2025

Complaint: 23316800

I am rejecting this response because:

Sincerely,

****** Fircowycz
Customer Answer
Date: 06/10/2025
already took the step the company recommends even before contacting BBB; in fact it is the reason I contacted BBB; initially with address in ********** after recommendation from ** ************ BBB Mississippi told me the address was an empty lot
Initial Complaint
Date:05/12/2025
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.
I ORDERED MY BIRTH CERTIFICATES THROUGH VITALCHEK ON 3-21-25 WITH AN ESTIMATED DELIVERY DATE OF 3-28-25. I PAID $63.00. I HAVE CALLED AND SENT EMAILS THAT ARE NOT ANSWERED. THE ORDER NUMBER IS *********. I WOULD LIKE TO HAVE MY ORDER BUT DOES NOT LOOK LIKE THIS COMPANY IS VALID. I WOULD ALSO LIKE TO COMPLAIN ABOUT THE SHELBY COUNTY HEALTH ***** FOR ALLOWING THIS COMPANY TO BE PLACED ON THEIR WEBSITE FOR FASTER SERVICE.
Business Response
Date: 06/11/2025
Hello ****,
Thank you for contacting us. We understand your concerns and sincerely apologize for the inconvenience youve experienced.

We want to inform you that a full refund for your order has been issued. Please allow a few business days for the refund to reflect, depending on your financial institution.

As part of our process, three separate status requests were sent to the ******* and ******************************* regarding your order. We are currently still awaiting a response to the third request. While we make every effort to facilitate timely processing, completion of your order ultimately depended on the response and action from the Vital Records agency.

Please note that VitalChek has fulfilled the services that were paid for, including submitting your request, handling documentation, and following up with the agency. Unfortunately, the delay stemmed from pending action by the ******************

We truly regret any inconvenience this may have caused and appreciate your patience throughout the process. If you have any additional questions, please dont hesitate to reach out.
Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:05/12/2025
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.
On March 7, 2025 I placed an order for my birth certificate and received an email confirming my order. As of this date I have not received my birth certificate and Vitalcheck is not responding to my calls and emails.
Business Response
Date: 06/18/2025
Hello Kenneth,
We appreciate you placing your birth certificate order with VitalChek and sharing your feedback.
We sincerely apologize for the extended waiting times and any inconvenience
this may have caused you.
As we reviewed your order placed through Illinois Dept. Of Public Health, we have realized that you need to provide more documentation for the record to be processed. The vital records office needs a legal name change document to complete your order.
If you need assistance, please contact us by dialing 1-866-203-2777.
Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:05/11/2025
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 am trying to bring my fianc for marriage in the ***** Nov. 2024 I requested a certified divorce certificate from VitalCheck.On 11/7/2024 VitalCheck sent me the certificate but with dates that do not correspond with the actual divorce papers.The certificate was provided with the wrong years of my divorce and pointed out by my ******* march I sent two requests to VC for a corrected certificate.They have ignored **** called yesterday and was on hold for 1:30 hours before they hung up on **** need them to reissue the certificate with the correct dates or state that the records could not be found.
Business Response
Date: 05/20/2025
Hello ******.
We appreciate you placing your certificate order through VitalChek. We apologize for your frustrating ordering experience. VitalChek is the online order processing service for vital records agencies across the **** We do not have possession of any vital record documents. We process your application and send it off to the appropriate vital record agency to conduct the search, produce the copy and ship it to you. Vital record agencies operate as their own entities or "stores" if you will. Unfortunately, VitalChek is unable to provide refund for an order that has been fulfilled.
For any details about the document you received, you can contact the Florida Vital ***************** at ************************. You can also contact the Florida Amendments and Corrections Website for all Amendment/Corrections questions.
Best regards
VitalChek Customer Support

Customer Answer
Date: 05/21/2025
Typical reply from people who don't want to take responsibility.
I did not ask for money, I asked to receive the document requested.
The document must include the correct date or date range.
What we received was stated for a date, 10 years after the event.
If they searched in the correct date/date range and could not find the document to be certified they should be able to certify that the document cannot be found for the correct date/range.
Initial Complaint
Date:05/09/2025
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.
I order a copy of my birth certificate so I can get my real ID to vote now that ***** made that a requirement. I called DC Health ************ email: ********** to get a copy they use VitalChek to get it to you. I placed order on March 26 at 4:24 pm. They sent me email April 11, 2024 said it would be here by April 14 due to paying for overnight air. But I have not seen it yet and I called and talk today they said it would be shipped out today but they turned and sent me the same email from April 11. and the same *** tracking number no that does not show that item has been shipped. I am a veteran and can not schedule an appointment to renew my license without that birth certificate!
Customer Answer
Date: 05/10/2025
Here are the pictures of the emails that I have on the matter.
Customer Answer
Date: 05/14/2025
Order arrived yesterday at 3:20 pm. UPS driver handed it to me without even asking for verification or having me sign for it.
Business Response
Date: 06/03/2025
Hello *******,
Thank you for your feedback. After reviewing your order place with D.C. Vital Records, we see you had your order delivered on May 13, 2025. We apologize for the delay during processing. According to some of the notes provided on your order, the agency was having a difficulty locating your record during their search. Your order was placed on hold on April 11, 2025. Also, a *** tracking number was created during the initial search of your record but had to be voided due to your order being placed on hold. The second *** tracking number was created on May 9, 2025, and was not picked up from picked up from the agency until May 13, 2025. According to this information, the next day delivery service was not fulfilled. Therefore, you are entitled to compensation for the *** service you paid for. Please expect your funds back into your account within the next 5 business days. We apologize for any inconvenience.
Best Regards,
Vitalchek Customer Support
Initial Complaint
Date:05/09/2025
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.
Complaint Against: VitalChek Business Website: ************************************** Nature of Complaint: Failure to fulfill service and unresponsive customer support Complaint Description:I placed an order with VitalChek for a certified copy of my sons birth certificate (**** *********), which required an ** verification process. The company clearly stated that the ** verification would be completed within 48 hours. However, it has now been well over 96 hours and the verification remains ************* order number is *********, placed on May 5, 2025, at 3:28 PM CDT.I have made multiple attempts to reach customer service by phone, but no one responds or provides assistance. This lack of communication and failure to meet the promised timeline is unacceptable, particularly for a time-sensitive document.Desired Resolution:Immediate completion of ** verification and order processing, OR Full refund of the amount paid Order Information:Order Number: ********* Name on the Order: **** ********* Order Date: May 5, 2025, 3:28 PM CDT Sincerely,****** *********
Business Response
Date: 06/10/2025
Hello ******,

We appreciate you placing your son's birth certificate order through VitalChek and sharing your feedback. We sincerely apologize that you have been unable to reach us by phone.
After reviewing your order placed with Arizona Vital Records, we see you had an order delivered to you on May 30, 2025. We sincerely apologize for any sort of a delay you experienced during the processing of your order. All agencies we are contracted with require entitlement documentation. This will ensure the security and privacy of all vital records being ordered. We are happy to see this issue was resolved and your since has been fulfilled. If you have any further question, please feel free to contact us at your earliest convenience.

Best Regards,

Vitalchek Customer Support
Initial Complaint
Date:05/09/2025
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.
Order 2 birth certificates on 3/25 . It's shown being shipped for over a month. I looked up reviewed and numerous people never got their orders. The price was $53.95.
Business Response
Date: 05/29/2025
Hello *****,
Hello. We appreciate you placing your children birth certificate order through VitalChek. We apologize that you have not received your order yet. As we reviewed your order, we realized that it was shipped on March 3, 2025, via regular mail (untrackable).
As per the Vital ************** policy, if you didn't receive your order, you will need to send the agency a Self-Addressed Stamped Envelope (SASE) with a statement containing the order number or certificate name.
Best Regards,
VitalChek Customer Support

Customer Answer
Date: 05/30/2025

Complaint: 23307878

I am rejecting this response because:
I paid in full for my order and would appreciate you sending the 2 birth certificates i order. I find it rather odd there's no tracking for the package. I also sent emails with my concerns before contacting bbb. Upon looking at reviews from other people, this is a regular occurrence for this business. I'm by far the only one who has had a issue and has had to contact better business bureau. You have my invoice and information. Please send me my order.

Sincerely,

***** ******
Business Response
Date: 06/11/2025
Hello *****,

Hello. We appreciate you placing your children birth certificate order through VitalChek. We apologize that you have not received your order yet. As we reviewed your order, we realized that it was shipped on March 3, 2025, via regular mail (untrackable). Items sent by **** ( regular mail) are not assigned a tracking number. If *** had been selected for your shipping method, a tracking number would have been provided.

As per the Vital ************** policy, if you didn't receive your order, you will need to send the agency a Self-Addressed Stamped Envelope (SASE) with a statement containing the order number or certificate name.

Best Regards,

VitalChek Customer Support
Initial Complaint
Date:05/08/2025
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 was promised expedited processing to get my *******, ******** birth certificate. I need it to get my passport for travel end of June 27, 2025. Please help! Now, no one answers! Please help! Date ordered: ********** 12:40 PM CDT Birth Certificate:* Sagely *** ****** ******** $31.00 *** Next Day Air:* $19.75 VitalChek Fee:* $13.95 Order Total: $64.70 Payment Collected: $64.70 Shipping to: Sagely ******** ********************************* *********, MI *****
Business Response
Date: 05/29/2025
Hello Sagely.
Thank you for ordering your birth certificate from VitalChek and sharing your feedback about the processing time of your order. Expedited shipping only refers to the shipping portion of the order process. Once you submit your application through VitalChek, we verify all the information and then forward it on to the vital record agency. The agency conducts a search for the actual record and produces the certified copy. And then, once they are done processing the request, they ship it out to you via the selected shipping method. Each agency has its own unique requirements and other factors which may affect the processing time. While some agencies process orders immediately, most process orders in a matter of a few days and a handful of agencies are backlogged and take significantly longer. We're sorry for the confusion and the inconvenience. The current processing time for the City of ******* Vital Records is ***** business days after which it is shipped via *** in 1 business day.
Best Regards,
VitalChek Customer Support

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