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: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

• Initial Complaint

  Date:05/07/2025

  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 submitting this complaint regarding a billing issue with VitalChek, a LexisNexis Risk Solutions Company. I submitted a support ticket through their website regarding questionable charges on my account and have not received any response to date. This is my second attempt to get a resolution.Below are the details of the most recent inquiry:Incident/Reference Number: 250507-001639 Date Submitted: May 7, 2025 Time Submitted: 4:27 PM CST Status: Unresolved (per their website confirmation)The case was acknowledged on their site, stating it was under review, but I have not received any follow-up or resolution. This lack of customer service is unacceptable for a ********************** that handles sensitive and time-critical document requests. I am seeking a full explanation of the charge and a resolution.Please assist in ensuring VitalChek addresses and resolves this matter promptly.******* ******* ********************** ************

  Business Response

  Date: 05/28/2025

  Hello *******.

  Thank you for ordering your marriage 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.

  As we review your order, we realized that the order was processed within the specified time. The current processing time for Mississippi Vital Record is 3-5 business days from the date the order was submitted (May 3, 2025). The order was delivered on May 8, 2025.
  

  Best Regards,
  
  Vitalchek Customer Support

  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23301590
  
  I am rejecting this response because:  I selected regular mail during checkout, but had to go back and make a correction. After making the necessary changes and resubmitting my order, I noticed that express shipping had been added without my intention. I immediately contacted customer service via email to address the issue, but never received a proper resolution. Im requesting a refund for the express shipping charge, as it was not selected knowingly or deliberately.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/07/2025

  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.

  They cannot send the correct form of my Birth Certificate - despite me clearly selecting the correct option for the purposes of ********************************** and "Apositlle/Authentication". I have received Birth Certificates without any form of "Apositlle/Authentication" both times. To try to resolve the errors, I have reached out multiple times over the past 12 months to get them to accept my request with huge delays (multiple weeks).In addition, they simply are unreachable from a customer support perspective in a timely fashion. I have waited over 1 hour on the phone more than 3 separate times trying to get to resolve this issue.

  Business Response

  Date: 05/27/2025

  Hello ******,

  Thank you for your feedback. We were able to view your order placed with the ************************************. Unfortunately, VitalChek does not provide a direct Apostille product. Customers needing an Apostille should first consult the state agency information on obtaining an apostille. For further information please visit ************************************************************;

  We apologize for any misunderstanding .

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:05/06/2025

  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.

  Ordered a birth certificate on **************** of ********* have not received the birth certificate. The only response I was given it to call Cook County records department myself. I paid Vital Chek for a service which they have not delivered. I am seeking a resolution given they have had 6 months to fufill order.

  Business Response

  Date: 05/27/2025

  Hello *******,

  Thank you for your feedback. After reviewing your order with Cook ********************** we see you have an order pending completion. There have been two different attempts to verify necessary information in order to have a status request sent to the agency. The first email was sent to you on February 11, 2025 and the second email was sent on April 12, 2025. We cannot send a status request to the agency until all information has been verified. We apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23293784
  
  I am rejecting this response because:
  I have verified information twice . Once on 2/11/25 and again on 4/12/25 . You acted as an agent and are obligated to provide paid for services. I have been very patient in trying to resolve this transition. 
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/06/2025

  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.

  I ordered a copy of my marriage certificate from ****************** through VitalChek. I was told I would receive the certificate by today, May 6. I have not. Nor have I received an email stating it has been sent. I have tried repeatedly to call VitalChek and am put on hold for over an hour and still cannot get through to a representative. I want the certificate I paid for over a month ago, on April 1.

• Initial Complaint

  Date:05/06/2025

  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 ordered my documents on Sept. 6th,2024. VitalChek said it would take 150 business days. The estimated arrival of my documents said April 8th,2025. I still haven't received my documents. I've been calling everyday and have been on hold for hours without any assistance. I was able to speak with someone on April 15th, 2025. She stated that it has not been 150 business days yet and that I will receive an email with my tracking information. I still haven't received anything yet and its passed the 150 business days.

  Business Response

  Date: 05/15/2025

  Hello ****.

  We appreciate you placing your divorce certificate order through VitalChek.  We apologize for your frustrating ordering experience and long waiting time on the phone. 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.  ************** is experiencing long delays in processing orders (current processing time is ******* business days). A status request will be sent to the Agency to get status update on your order. This request will take up to 3-5 business days for the vital records office to provide a response.
  

  If you need assistance, there are a couple additional ways you can reach out to us. You can call us by dialing **************. You can also email ********************************************************************************************.
  
  Best Regards,
  Vitalchek Customer Support
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23292550
  
  I am rejecting this response because: I had to go through other avenues and pay additional money to receive my divorce certificate.  I paid extra to have this expedited and it has been passed the time. This was a time sensitive matter and since I wasnt able to speak to a customer representative Id like a refund. 

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

• Initial Complaint

  Date:05/05/2025

  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 mailed in a order for copies of my birth certificates for my son and VitalChek handles these for the state of ********. I was told my order needed more information which I faxed multiple times (they only allow fax or mail in) the order was still cancelled without my knowledge and then my check was cashed and deposited into their account. I asked why and was not given any reasons other than they would refund my money. I have been trying for over 3 months to get a refund, multiple checks have supposedly been mailed out but nothing has been received. I have asked for proof of the mailings and none could be provided. I believe this company is committing fraud against me and has no intention of sending me a refund. I have multiple pages of emails and spent many hours on the phone trying to get someone to help me to no avail. I really could use some help here in making this right, it is a principal now. To this day no birth certificates or any services have been given to me but the company has kept the money I paid for these services. Order Date:01/25/2025 Amount: $41.00 Refund Promised: $41.00 Order # *********

  Business Response

  Date: 05/22/2025

  Hello *******,
  
  We appreciate you placing your certificate order through VitalChek and sharing your feedback. We sincerely apologize that you have been unable to reach us to settle this order. 
  After reviewing your order placed with Colorado Vital Records Section, we realized that your order was refunded on April 25, 2025. We sincerely apologize for any sort of a delay you experienced during the processing of your order. If you have any further questions, please feel free to contact us at your earliest convenience by dialing **************. 
  
  Best Regards,
  
  Vitalchek Customer Support
  
  
  

  Customer Answer

  Date: 05/23/2025

   
  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. However, the customer service at this business is nearly non existent and it took 5 months to get a simple refund and multiple attempts. If I did not dedicate hours of time to chasing down this refund I would have never received it. I will never do business with them again and encourage everyone to do the same. It is the worst experience with a business I have ever had in all my years and that's saying something.
  
  Sincerely,
  
  ******* *****