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, a LexisNexis Company

  PO Box 10680 Peoria, IL 61612

• 

  VitalChek Network Inc

  101 Israel Rd SE # Ms-7814 Tumwater, WA 98501-5570

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:04/21/2025

  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 a birth certificate through VitalChek on April 16 and was later informed that there was a problem requiring me to verify information. I logged into the order but there was no indication of what the problem was or how to resolve it. It said to call their customer support. However, despite repeated attempts to resolve the issue, I have been unable to reach anyone from their customer service.I have spent hours on hold over several days and have sent multiple emails, none of which have received any response. There is no clear or effective way to get assistance with my order. The lack of communication and support from VitalChek is unacceptable, especially given that they are handling sensitive, time-sensitive legal ************ this point, I feel that I have exhausted all available options to resolve this matter directly with the company. I am filing this complaint in the hope that VitalChek will finally respond and help me resolve the issue as this seems to be the only way to get their attention.

  Business Response

  Date: 06/05/2025

  Hello *****,

  Thank you for reaching out. We apologize for any inconvenience and frustration youve experienced.
  

  Your order required additional information verification as requested by the New York State Vital *************** which may have contributed to the delay. Please be assured that your order is currently in process with the agency.
  

  We also want to apologize for the longer than usual wait times you may have encountered when trying to contact us. Due to a higher-than-average call volume, some customers are experiencing delays. Please know that our call center is open 24 hours a day, and we recommend calling during non-peak hours (late evening or early morning) for faster assistance.
  

  We truly appreciate your patience and understanding, and were here to support you throughout this process.

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23231624
  
  I am rejecting this response because it fails to address the core issues of my complaint and continues to provide conflicting information. 
  
  You state that my order is currently in process with the New York State Vital *************** However, I received a separate communication from your email support team stating that my order was cancelled and that I would be receiving a refundyet I have not received any such refund or formal cancellation notice and they seem to think the case is solved. See the attached screenshot and see why I might be confused. 
  
  To add to the confusion, I recently received another email from VitalChek on a different email address asking if I had received my order and instructing me to call customer support if I had not. I attempted to do so, but once again, no one answered. I have called at various timesincluding off-peak hours as you suggestedand Ive spent hours on hold with no resolution. I have also sent multiple emails, none of which have received a substantive or helpful reply.
  
  I am still without the birth certificate, without a refund, and without any meaningful support or clarification from your company. This is unacceptable, particularly for a service handling legal documents.
  

• Initial Complaint

  Date:04/20/2025

  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 a birth certificate online on ********** , I was aware it would take a while to get the certificate which was no problem at all , i finally receive the certificate on 04/05/2025 and it is someone elses birth certificate , this has to be illegal in SO MANY ways , I want to contact the people that we received the certificate for and let them know that their personal information was sent to me , I have contacted Vital Chek twice by email letting them know this and still have not heard back and it has been 2 weeks , this company is terrible.

  Business Response

  Date: 05/08/2025

  Hello April

  We are truly sorry to hear that you received the wrong document from the vital record agency. VitalChek is the ordering service for gov't agencies and as such does not have access to the original documents or the certified copies that are shipped out to you from the vital record agency.  That being said, we definitely understand your concerns about this mix up and we will assist you with resolving this issue. We have forwarded your complaint on to one of our customer service specialists who will be looking into your order and follow up with you within three business days. 

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

  Best regards
  VitalChek Customer Support
  
  
  

• Initial Complaint

  Date:04/18/2025

  Type:Sales and Advertising 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 birth certificate online via ************************** on November 11, 2024. I received an order summary with an estimated delivery of February 3, 2025. On December 27, ********************************************************************************************************************************* ***** hours if I had not. I called their customer service two days later and was told that my order was still processing and I would receive an email once it had been shipped. Three months later I still have not received my childs birth certificate and the order number can no longer be used to check the status on their website. I have tried calling several times but they have left me holding the line for hours before they answer and then even have been hung up on when someone does answer. I am currently waiting on hold as I type this, which I have been doing for the past three hours today with 4 hang *** in between. This is outrageous and I would like what Ive paid for or a refund. Very simple.

  Business Response

  Date: 05/08/2025

  Hello ********. We appreciate you placing your 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. As we review your order, we realized you were instructed to contact the California Vital ***************** as per their request to customers. Please contact the agency directly for status requests at **************.

  Best regards
  VitalChek Customer Support

  
  

• Initial Complaint

  Date:04/18/2025

  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.

  This is a third party for State of Indiana records - I am seeking a second copy of my birth certificate (original embossed copy is 40 years old now). I paid and uploaded everything as directed but keep getting emails that further steps required. I replied by email but no response. I have called four times several days apart at different times of day, but put immediately on hold for up to an hour (before I had to tend to other matters). No response to address what is needed but they were quick to take my "service" ****** this my only option for obtaining my birth certificate?

  Business Response

  Date: 05/08/2025

  Hello *****,
  
  We apologize for the frustration and inconvenience you have experienced while ordering your birth certificate. After reviewing your order placed with **************************** on March 27, 2025. We sincerely apologize for any sort of a delay you experienced during the processing of your order. As per agency policy, in order to process your order, the Applicant, Shipping, and ID address must all match. Your shipping address doesn't match. All agencies we are contracted with require applicant details verification. This will ensure the security and privacy of all vital records being ordered. If you have any further question, please feel free to contact us at your earliest convenience. . 
  
  Best Regards,
  Vitalchek Customer Support

• Initial Complaint

  Date:04/18/2025

  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 attempting to purchase a copy of our adopted daughter/granddaughters birth certificate. I have received emails to submit additional documentation, which I have. I received an email today stating I need to call vital chek. I phoned and keep getting messages that they are open 24/7 and that they are experiencing a high call volume (at9pm pacific/midnight eastern. I am told to call back later because they are open 24/7. I do not believe they are experiencing a high call volume at this time of night. I think it is a false claim. If the recording said there was no one there I wouldnt have remained on hold for an hour.

  Business Response

  Date: 05/12/2025

  Hello ****

  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

• Initial Complaint

  Date:04/17/2025

  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 copies of my sons' (******** ****** ***** and ******* ***** *****) birth certificates on ****************. I paid $81.70 for them. VitalChek estimated they would provide me with those documents by March 17, 2025. They have provided me with nothing to date. I have tried to contact VitalChek to determine the status of my order in three separate ways, all of them with absolutely to response from them:1. Calling **************. Waited 90 minutes to talk to representative, unsuccessfully.2. Submitted VitalChek incident 250402-000754. No response whatsoever.3. Emailed **************************************** No response whatsoever.

  Customer Answer

  Date: 04/18/2025

  My full phone number is **************

• Initial Complaint

  Date:04/17/2025

  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 work for *** and we ordered a Birth Certificate for a father that now has sole possession of his daughter established by the courts and that documentation was included in the information we sent in to get the BC. Mother passed away and that documentation was included. He needs the BC as the father and vitalchek cashed our payment on 3/6/25. Check number 2207. I've spent over 14 hours on hold and am still on hold while typing this. This service shouldn't be allowed. Taking and cashing people's payments and canceling orders with no explanation. No calling the customer. No nothing on their end except thanks for the money and go kick rocks. This has to be addressed. This father needs the birth certificate and the courts have said so. The resolution is we want what we paid for and what the courts said this father needs to raise a child. We want resolution quickly and they need to fix these wait times. This is absolutely been a nightmare.

  Business Response

  Date: 05/12/2025

  Hello,

  Thank you for your feedback. After reviewing the information provided, we were able to view an order placed with D.C. Vital Records. Unfortunately, this order been canceled and refunded due to it being past 30 days without and necessary updates provided to Vitalchek. On February 20, 2025, verification was needed to update names on the certificate being requested. 

  On April 10, 2025, the order was canceled and refunded. A refund check was sent to the billing address provided on the order. We apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 05/13/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  April 18, 2025 I attempted to obtain my husband's death certificate (2000) through what I believed to be the VitalChek website. However, I encountered a deceptive website that I suspect is fraudulent and impersonating VitalChek. Two distinct websites exist, and I believe one is a fraudulent site that redirected me to "vitalrecordsonline." Attached are my bank statement showing the charge, the suspected fraudulent website, and the unsolicited text message containing forms (readily available online). A return call to the number in the text message confirmed it was not affiliated with VitalChek. The number was not manually entered; it was a return call, eliminating the possibility of an incorrect number. I request a full refund due to this fraudulent transaction. Furthermore, I will be filing a police report for internet fraud.After three hours on hold, followed by an additional two hours without receiving assistance, my attempts to contact customer service via phone and email were unsuccessful. This experience has resulted in significant wasted time and financial loss, and I request immediate resolution.Also I had contacted them immediately when I realized I had put the wrong email in. Also no response

  Business Response

  Date: 05/06/2025

  Hello *****. Thank you for your feedback, we are sorry to hear about your frustrating experience. After extended research, we are unable to locate any order under your name or with the phone number, email address and order number you provided. You can reach out to your financial institution to dispute the charges on your account. Again, we apologize for any inconvenience and frustration this has caused you.
  

  Best Regards,
  
  VitalChek Customer Support

  
  

• Initial Complaint

  Date:04/16/2025

  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 paid VitalChek for an official marriage certificate with expedited shipping and submitted all required documents twice: on 2/24 and again on 3/9. Their site promises a 12 business day review, but nothing was reviewed until 3/14, three weeks late and only after I called to push them.I was supposed to receive the certificate by 4/11 via expedited shipping *** or ****** but that didnt happen. Instead, I got a **** tracking number email from LexisNexis with no address listed, with delivery expected on the date they originally stated - 4/11. The package never arrived. The VitalChak chat agent said he didn't know anything about that ******** an attempt to get resolution, I spent over three hours on hold with no response from their main customer service line. Attached is a screenshot of one of those unanswered calls, you'll see I was on hold for >2 hours. I finally got through to someone at their Tennessee number, who first blamed LA County but later admitted the delay was VitalCheks fault.I paid for a service that was never delivered. Their customer service is virtually unreachable, and they do not fulfill their commitments. I still have not received what I paid for.

  Business Response

  Date: 05/20/2025

  Hello Dahna,
  
  We appreciate you placing your 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 Los Angeles County Registrar/Recorder, we realized that your order was delivered on April 21, 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. The vital records office was also experiencing an unprecedented surge in order volume, resulting in increased processing times. The recorders office was working diligently to fulfill your requests. We are happy to see this issue was resolved and your order since has been fulfilled. 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: 05/20/2025

   
  Complaint: 23213849
  
  I am rejecting this response because:  Vital Check's website states my submission would be reviewed in a few days, this did not happen. I encurred added cost and fees becuase of the delay caused by Vital Check.  It was also inconvenient for me to have to call VitalCheck several times to have any action taken by your company.

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

• Initial Complaint

  Date:04/16/2025

  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 Friday, April 11th, my wife and I placed an order on Vitalcheks website for a copy of my birth certificate. For the shipping option, we selected standard shipping which said we would receive my order in one week (by April 18th).We were surprised when the total came to $39, but figured we had no other choice. We were further surprised when we received an email from Vitalchek indicating there was a problem with the order. I called the county clerks office, and they said there was NO problems at all but they did say that they have had NUMEROUS complaints about Vitalchek.Then we were REALLY surprised when the document arrived by *** Express (next day air) on Tuesday, April 15th. (This explained the additional $19 charge which we had NOT chosen.) We were NOT in a rush to get my birth certificate, since my appointment (for Real ID) isnt for another two weeks, so there was no deed for us to choose Express as our shipping (which we DID NOT).The Vitalchek email said we could contact the county clerk office consumer hot line but the link was to a blank email (with no address). In fact, such an office does not exist!We want our $19 back!!! We feel we are also entitled to an additional compensation for all the confusion and wasted time they caused us. My wife now thinks that my email account has been hacked, but I know it is just incompetence on the part of Vitalchek.(I can provide the account number and PIN if required but not in this public forum.)

  Business Response

  Date: 05/06/2025

  Hello ******. 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. As we review your order that was placed on April *******, we realized that your order was processed (April 14, 2025) and delivered (April 15, 2025) within the specified time. The processing time for Kankakee County Clerk is 2-3 business days and the shipping time is 1 business day from the date the order was submitted.
  

   

  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23213372
  
  I am rejecting this response because: With all their verbiage, they completely failed to address the main crux of my complaint:

  We did NOT select expedited shipping (next day air).

  Our appointment with our DMV wasn't for 2 weeks, and we had NO need for the overnight shipping, but they charged us for it anyway.  We demand the excessive charge refunded to us immediately

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

  Business Response

  Date: 05/23/2025

  Hello ******, 

  Thank you for your response. Unfortunately, we are unable to process a refund for the *** shipping charge. Our customers are given an option to select from different shipping options available from the drop down menu. The charges are then verified to our customers prior to submitting payment information. Each charge is broken down per item in the summary provided prior to making a payment. We apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support