BBB Accredited Business since 05/15/2002
VitalChek Network, a LexisNexis Company (Headquarters)
Phone: (615) 372-6800Fax: (615) 372-6855View Additional Phone NumbersP O Box 1703, Brentwood, TN 37024-1703 Send email to VitalChek Network, a LexisNexis CompanyView Additional Web Addresses
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A BBB Accredited Business since 05/15/2002
BBB has determined that VitalChek Network, a LexisNexis Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised VitalChek Network, a LexisNexis Company's rating include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 301 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
Customer Complaints SummaryRead complaint details
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||18|
|Billing / Collection Issues||14|
|Guarantee / Warranty Issues||1|
|Problems with Product / Service||129|
|Total Closed Complaints||301|
Additional Complaint Information
VitalChek has provided BBB with David Butler's name and contact information as a means for consumers to obtain responses to their concerns. BBB suggests contacting David Butler via email at firstname.lastname@example.org, enter "David B" and the Order Number in the subject line and allow him 48 business hours to respond before filing a complaint with the Better Business Bureau.
Complaints allege vital statistic records ordered are not delivered within the advertised timeframe and there is lack of communication about delays in delivery. Some complaints allege expedited shipping orders have errors causing further delay. Other delivery delay issues are due to not receiving the necessary information. Complaints also allege difficulty contacting the company to discuss concerns and failure of the company to return phone calls, failure to follow up on order status, and problems using the company's website.
BBB met with the management of VitalChek to discuss the complaints received and obtain more information as to how the vital statistic record request is processed.
The company explained they work with government agencies throughout the country in searching for birth certificates, marriage records, divorce records, and certain family death records. The majority of vital record requests come through their website. Delivery delays occur when VitalChek does not have all the necessary information from the consumer to process the request. VitalChek estimates delivery dates based on the processing requirements of the government agency that holds the record(s) ordered and the shipping option selected. Once all necessary information has been obtained, it is transmitted electronically, typically by the next business day, to the government agency that holds the requested record. The government agency begins processing the order and mails the vital statistic record to the consumer. VitalChek is not involved in the delivery process and can only track orders if the consumer chooses an expedited shipping method through Fed-Ex or UPS. Delivery times can vary anywhere from 7 - 20 days.
The company has indicated to BBB that they are improving their website to become more user friendly and have the ability to better accurately respond to consumer questions and concerns. In addition, the company will discontinue the 3-day processing delivery advertisement, as VitalChek has no control over when the document will be mailed from the government agency that holds the vital record; however, when the consumer selects the shipping method the consumer will be given an estimated delivery time. Consumers who choose to the have the order expedited will receive a tracking number for their order. Those who do not choose expedited delivery will not have a means to track their order. The company further notes all States require different items to obtain certain documents, and that they work diligently to obtain all necessary documents before accepting payment and processing the order. In addition, consumers who order vital records via phone or mail are still given an estimated delivery time and confirmation number, and if the company needs additional information from the consumer a phone number is provided should the consumer have any questions.
Customer Reviews Summary Read customer reviews
74 Customer Reviews Customer Reviews on VitalChek Network, a LexisNexis Company
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||74 Customer Reviews|
Type of Entity
Incorporated: April 1988, TN
Contact InformationPrincipal: Mr. Jeff Piefke (VP/Vital Records Division)Customer Contact: Mr. David Butler (Operations Manager Customer Service)Mrs. Judith Nelms (Director of Contact Center Operations)
Searchers of Records
Products & Services
According to information supplied by the company, it offers remote order of vital records via the internet, fax and telephone from the United States.
Alternate Business Namesofficialtraveldocuments.com, VitalChek Network, A ChoicePoint Company, Vitalchek Network, Inc.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview