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

  1000 Alderman Dr Alpharetta, GA 30005-4101

• 

  VitalChek Network

  Trenton, NJ 08690

• 

  VitalChek

  2020 NW Parkway Jackson, MS 39213

• 

  VitalChek Network, a LexisNexis Company

  serving the Houston and surrounding areas Houston, TX 77001

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:05/05/2025

  Type:Billing 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.

  Charged 60$ from VitalCheck for a copy of my birth certificate. Ive been waiting a month now, after the **** lost my original birth certificate during my passport service. VitalCheck does not respond to emails or phone calls, yet they have BBB stamp on their website. This is very misleading and you guys need to shut their website down to avoid further scams. I am disputing the charge after a month of not receiving anything

  Business Response

  Date: 05/20/2025

  Hello *****,

  We appreciate you placing your birth certificate order through VitalChek. We apologize for the long wait time on the phone. We process thousands of orders a day from all across the country, so our call centers get very busy. As we review your order, we realized that your order was shipped on April 14, 2025. For all status inquiries you are required to call the Vital ************** directly at **************.

  If you need assistance from VitalChek, please contact us by dialing **************. You can also email ********************************************************************************************.

  Best regards

   VitalChek Customer Support 

   

  
  
  

• Initial Complaint

  Date:05/05/2025

  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 have been trying to get my daughter's birth certificate since 3/28. I submitted all required documents that day initially. After no response, I called your company on 4/18, waited for about 30 minutes and hung up due to no answer. I then submitted an email to you with info below that day. Question Reference # ******-000529 Date Created: 04/18/2025 11:12 AM Date Last Updated: 04/18/2025 11:12 AM Status: Unresolved I am STILL awaiting this document and have paid and submitted all documents. Your website says things will be reviewed in 24 hours, that is clearly false. I have been "on the line" awaiting a representative for 15 minutes today. Please reach out so that I can get this important document. ******* ******* Order no: *********

  Business Response

  Date: 06/11/2025

  Dear *******,
  
  Thank you for reaching out to us. We apologize for any inconvenience this may have caused.
  
  After reviewing your order, we found that an email was sent requesting a signed and dated identity verification form, which was still needed to complete your order.
  
  Please note that the total amount for your order was $35.50, of which $15.50 has been paid so far. Since the required documents were not submitted to finalize the process, your order has now been cancelled.
  
  We apologize for any frustration this may have caused and appreciate your understanding.
  
  If you have any further questions or wish to place a new order, please feel free to contact us.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:05/04/2025

  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 made an attempt to order my birth certificate from the State of **********. I used the Vitalchek service (Order: 200319467)4/19/25 Order submitted (#*********) and notary documents uploaded 4/27/25 Driver's license ID uploaded 4/28/25 Contacted customer support for assistance (Reference # ******-******)5/1/25 Marriage license uploaded 5/2/25 Darker copies of notary documents uploaded 1. Excessive Waits. They say documents would be reviewed in 24 - 48 hours, I received first feedback on my order 8 days after documents uploaded. Called number provided, waited 1 hour to 1.5 hours plus on two different days and never was able to speak to a human operator.2. Unclear directions. When notified about alleged problems via email, no clear directions were provided about how the problems could be remedied or what documents to provide.3. Zero follow through. Contacted the company's customer support (Reference #: ************** on 4/28/25. It is now 5/4/25 and I still have not heard from customer support.4. Deceptive record keeping. Their online portal now says all documents were submitted 5/2/25. I have screen shots and emails that support what I am saying about when documents were actually provided.Order Total: ***** Certificate fee: 29 (not processed)Vitalchek fee: ***** (processed)

  Business Response

  Date: 05/13/2025

  Hello ****,

  We appreciate you placing your birth certificate order through VitalChek and sharing your feedback. We sincerely apologize that you have been unable to reach us by phone. There are a couple additional ways you can reach out to us for assistance. You can also email ******************************************************************* You can also call us by dialing **************. 
  As we review your order, we realized that the notary stamp is overlapping the words on the document. Notary stamp cannot be overlapping any lettering. Therefore, we need a new Sworn Statement in order to process your order. 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. 

  Best Regards,

  VitaChek Customer Support

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23284382
  
  I am rejecting this response because:  I would like a refund.  I no longer wish to move forward with this transaction since company has shown poor customer service and communication thus far.
  
  Sincerely,
  
  **** ********
  
  

• Initial Complaint

  Date:05/01/2025

  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.

  Website states that VirtalCheck processes document requests in 1-2 days. I ordered my Birth Certificate on ********* (order #*********) in the evening and it is now 5 working days (3/1/2025) later and my ordered has not yet processed. I selected VitalCheck purposely for there processing time, there website doesn't say "usually processes in 1-2 days and in fact doesn't even differentiate between days and business days so technically my processing time is even longer because of this. I tried contacting them at ************, this first time I called I was on hold for 30 minuets when someone picked up then immediately hung-up. I called back and as I write this complaint I have been on hold 1hr and 27 minutes.

  Business Response

  Date: 05/09/2025

  Hello ******,
  
  Thank you for your response. We have escalated your complaint to our escalations department. Please expect a call back within the next two business days ( excluding weekends). We look forward to speaking with you so that we can better assist you.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23272757
  
  I am rejecting this response because: VitalCheck has pending actions, I am awaiting the promised  phone call once I have had a chance to speak to VitalCheck and hear what they have to say, I will then make a final decision
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 05/28/2025

  I have not heard from a VitacCheck employess as promissed in their initial response to my complaint, which further solidifies my concern that they have no concerns about providing truthfull information or care about their customers beyond getting there payment.

  Business Response

  Date: 06/09/2025

  Hello ******,

  Thank you for reaching out to us. We sincerely apologize for the delay in processing your order and understand how frustrating this may be.
  

  Please note that Florida Vital Statistics requires customers to contact them directly for all status inquiries and delayed orders. This allows them to provide the most accurate and up-to-date information regarding your request.
  You can reach ******* Vital Statistics at:
  Phone: *********************
  Hours: MondayFriday, 8:00 AM 5:00 PM EST
  

  We truly apologize for any inconvenience this may cause and appreciate your patience and understanding. If you need further assistance, were here to help.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23272757
  
  I am rejecting this response because: It is obvious that VitalCheck is not organized or even tries to be. They don't seem to have the ability to be able to look up what there initial response to this complaint was. Instead they provide a canned response that does not address any of my issues and even worst doesn't even attempt to. Lets see how good there word is, we know up until now not very. I am still waiting for the phone call you promised in you initial response. But, I suspected then that this was an attempt to get me to accept their response and close out the complain. It is my hope that any potential customer reading this will realize that ******************** is interested in one thing $, if they were interested in working with their customer, they would have made the promised phone call months ago.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 06/20/2025

  You do whatever you have to do. But to state the you are closing this complaint based on the fact that the business toke a position that they never fulfilled, seem a little disingenuous. You know very well that the first response I was given was the company's word that someone would call me to discuss this complain. My response to their response to to accept this offer and only close out the complaint after that conversation happened. Now the BBB has taken the position that they don't care that the company did not fulfill their initial promise since they have taken different positions after the promise that is all the is needed to close out the complaint and let VitalCheck not have to actually do what they said that would do. Close out the complaint if you must, I have faith that future consumers who might read this can see that VitalCheck is not a company of its word and the BBB would rather sweep complaints that are difficult to get resolved under the carpet instead of trying to get them to do what they said they would do in the first place

• Initial Complaint

  Date:04/30/2025

  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 a Louisiana birth certificate on *******, but I soon found out that I would no longer need the order (my original birth certificate was recovered, so no need for Vital **** services). I stayed on hold for an obscene amount of time, but was not able to reach any representative. I sent an email to Vital ****, but their lag in customer service makes me skeptical about their timely response to my email. I want a cancellation/refund for my order.

  Business Response

  Date: 05/09/2025

  Hello Shekinah,

  Thank you for your valued feedback. After reviewing your order order, we see you have an order pending completion with Louisiana Vital Records. Unfortunately, we are unable to cancel an order once it has been integrated to the agency for processing. your order was placed on April 30, 2025 and was integrated on the same date for processing. We apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23267992
  
  I am rejecting this response because: as mentioned, I called AND emailed the company the same day I placed the order. For the company to respond over a week later (my email is still unanswered) shows how terrible their customer service is. For there to be proof of my reach-outs and still not being able to cancel the order or at the very least GET A REFUND is a ridiculous business model. Never use this companys services unless you value a slow culture with inefficient responses!
  
  Regards,
  
  Shekinah ******, MBA

• Initial Complaint

  Date:04/29/2025

  Type:Order 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.

  Paid $45.30 to receive my real Birth Certificate and they failed to do so.

  Business Response

  Date: 05/09/2025

  Hello *****,

  Thank you for your feedback. After reviewing your order placed with the *****************************************************, we see you had your order delivered on April 24, 2025. According to the proof of delivery photo provided by ***, the package was left on your porch by a bench. The order confirmation was sent to your email inbox on April 22, 2025 which included the estimated delivery date of May 13, 2025. Your order was delivered well in advance of the estimated delivery date. 

  Please advise if you have not received your order. We will then proceed to contact *** to begin an investigation. We look forward to hearing from you soon. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23265976
  
  I am rejecting this response because: I never said I didn't receive a piece of paper, I Said I sent out for my real birth certificate not some home made bootleg worthless piece of paper that I could have created in my own computer. I paid good money for my real birth certificate to be sent to me with all it's original information on it. Send me my real birth certificate or give me my money back. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/28/2025

  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.

  Placed an order with the company for a birth certificate.The order came to $81 for expedited service and express delivery.The date I was supposed to receive the document was the 24th, today is the 28th.Was told that they have no responsibility to figure it out and gave me a number to the department of health for me to try and figure out why the documents I paid for through Vitalcheck are not processed or sent.Spent over two hours trying to call VitalChek and they NEVER answer their phones, took about 20 minutes to get someone on chat to get a "it's your job to do what you paid us to do" from a rep.When I didn't like the response I sent a message and was told I would get a reply but NO response has been given except the email saying they would look into it.

  Business Response

  Date: 05/08/2025

  Hello *****. Thank you for ordering your 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 package was delivered on April 30, 2025. You were advised to call the ************************************************ as the agency requires all status inquiries to be referred directly to the agency for handling at **************.

  Best regards,
  VitalChek Customer Support

• Initial Complaint

  Date:04/25/2025

  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.

  On April 24, 2025 I placed an order from Vitalchek for a copy of my birth certificate from the state of ********. After it was placed, I realized the wait would be too long. I immediately called Vitalchek but I was on hold over an hour and no one picked up. I also emailed and called them on April 25, 2025 again to no avail to cancel the order. The email was not returned and no one picked up the phone after being on hold over an hour. A recording said the company had yet to contact the state. I am requesting a refund of $58.50 and for my order to be cancelled

  Business Response

  Date: 05/13/2025

  Hello *****,

  We appreciate you placing your 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 N.Y. State Vital Records, we realized that your order was refunded in full/cancelled on April 27, 2025. We sincerely apologize for any sort of a delay you experienced during the processing of your order. We are happy to see this issue was resolved and your refund has been completed. If you have any further question, please feel free to contact us at your earliest convenience by dialing **************. 

  
  Best Regards,
  
  Vitalchek Customer Support
  

  
  

  Customer Answer

  Date: 05/14/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/22/2025

  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 am filing a formal complaint against LexisNexis VitalChek for their failure to deliver my childs expedited birth certificate, despite guaranteed processing timelines, and their complete lack of customer support in resolving the issue. Issue Details:1. Undelivered Document: - On April 4, I paid for an **expedited** birth certificate through VitalChek for my childs school registration. - The expedited delivery date has passed, and I have yet to receive the document. This delay is came in to issues for my child from enrolling in school. 2. Unresponsive & Inefficient Customer Service: - I waited over 1 hour and 30 minutes on hold without reaching a representative. - No callback option, no efficient email support, and no updates were provided. - VitalCheks inability to resolve urgent requests is unacceptable for a paid expedited service. Demands for Resolution: 1. Inmediate delivery of my childs birth certificate. 2. A full refund for the expedited service that was not fulfilled. 3. A written explanation for the delay and assurance that corrective measures will be taken. With this explanation i can go tonthe school and show why i couldnt comply with requirements on the time requested This failure has caused unnecessary stress and disruption to my childs education. I expect LexisNexis VitalChek to address this matter **urgently** and provide a response within **[reasonable timeframe, e.g., 5 business days]**.

  Business Response

  Date: 05/12/2025

  Hello Taidi

  Thank you for placing your certificate order through VitalChek. We are sorry to hear about the frustrating ordering experience you have had.  Please know that we take your comments seriously.  I have forwarded this on to one of our customer service specialists who will be looking into your order shortly. Please expect a call back from a member of our escalations department within the next two business days. 

  Best Regards,

  Vitalchek Customer Support

  
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23239107
  
  I am rejecting this response because:
  More than two business days has passed and still no documents or costumer service call. I want my money back. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/20/2025

  Hello Taidi.

  We appreciate you placing your child's birth 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.

  After reviewing your order placed with *************************************, we realized that an email was on April 23, 2025, requesting address verification. This is needed for us to send a status request to the agency for updates on your order. Please be advised that the fees paid are nonrefundable. We sincerely apologize for any sort of delay you experienced during the processing of your order.

  If you need assistance, please contact us by dialing **************.

  Again, we apologize for any inconvenience and frustration this has caused you.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23239107
  
  I am rejecting this response because:

  Not true an email address or email requesting address was sent. 
  

  taking more thank three month for an expedited service, causing damages and saying payment is not refundable speaks so good about an enterprise that works with the government with no other agencies to compete to do it better. 
  

  this affected my child registration to school, i demand, at least, the complete refund of my money.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/22/2025

  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 ordered a certified copy of my birth certificate from the Kentucky office of vital statistics on 4/12/25 and paid extra for expedited delivery. I also live in ******** and I was born here, so go figure, this should be easy, right? On 4/19/25 I received an email from vitalchek stating the ********* of vital statistics was "encountering a delay in shipping my order". On 4/22/25, I drove 53 miles to the vital statistics office in *********, ** and obtained a copy of my birth record in about 10 minutes. I showed the email that I received from vitalchek to a supervisor at the counter. I was advised by her that there was no backlog or delay of any kind on the part of the ******* of vital statistics. I will never use vitalchek again after this blatent attempt to mislead me. This is without mentioning that I work in an archives and records management center myself. I would never pass the **** like this. If you can't get the work done, vitalchek, hire more people. And refund my money. I work hard at my own archives and that was a lot of gas I used today doing your job for you.

  Business Response

  Date: 05/12/2025

  Hello ****,

  Thank you for your valued feedback. After reviewing your order placed with Kentucky Office of Vital Statistics, we see you order was sent out for delivery on April 22, 2025. We would like to provide you with the chronological timeline of your order as we have it recorded in our system.

       - Order placed on 04/12/2025

       - Order was made available for processing by the agency on 04/12/2025.

       - Kentucky Office of Vital Statistics viewed the order on 04/14/2025.

       - An email was sent to you advising of a know processing delay. 

       - Order was sent for delivery via *** on 04/22/2025.

  As a third party processing agency for the vital records agency, our responsibility is to process phone and online orders. We also are in charge of processing any necessary entitlement documents, identification documents, and any necessary payments associatedwith the order. Vitlachek completed this process on April 12, 2025. The search and fulfilment of the record being requested is done by the vital records agency, this is where the delay was incurred. We apologize for any inconvenience this may have caused you.

  Best Regards,

  Vitalchek Customer Support