Complaints

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:08/26/2025

  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.

  Submitted 2 requests for a copy of a marriage and divorce certificate in Aug/September 2024. A year later, and still no documents have been received. I have called this company numerous times, they offer no tracking #'s for my requests/money being sent to the ******** of Health. How does a company mail customer's money and not send it overnight with a tracking # to be sent to the customer upon shipment!? Every time I call, they advise me to call the ******** of Health to check the status. I have done this countless times, and spoken to every **** in the State of NY that would handle this this type of request, there is no record of my request or money ever being sent to them. They also stated that Vital Records Online is an unauthorized 3rd party vendor that they have not and will not do business with. Upon calling Vital Records online again today, they confirmed that the checks have not been cashed. So, based on the timeline of when the checks were sent, they are now void and cannot be used even if they were received. I requested a full refund based on this and was told that it would have to be escalated and a ticket submitted. No ticket # or confirmation # was provided, again very concerning. I was told to call back again in 48hours to check the refund status. This company is a SCAM and Fraudulent.

  

  Business Response

  Date: 09/25/2025

  We regret the customers frustration and delays in receiving their records. After review, we can confirm:
  
  The state fees paid were forwarded to the ***********************************. We have verification that the checks were deposited and accepted by the state.
  Once accepted, the processing of the certificates is under the states control. We do not have authority to expedite or alter that process.
  Because the state has received and cashed these funds, we are unable to refund the state fee portion.
  
  
  As a proposed resolution, we are willing to refund our full service fee, less the $20 already refunded earlier for the delay. If the customer accepts, we will immediately process this refund back to their original payment method.
  
  The applications remain active with the ***********************************, and the state will contact the customer directly if any additional information is required.

  Customer Answer

  Date: 09/26/2025

   
  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:08/16/2025

  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.

  VRO's website presents themselves, at a glance, as being the state vital records website. The website states that they can get your vital records within 5-7 days. After completing the death certificate application and paying $84.00 for 4 death certificates... I was informed that this was their fee for sending me a state application with all of the information that i had already keyed in myself. I was told that I must send that form, along with the state fees of $35.00 to request the copies of the death certificates. I paid $84.00 for them to email a document that I had given all the information for. This company is making money off of people and not providing any benefit to them.

  

  Business Response

  Date: 09/08/2025

  Hello, we understand that you are unhappy with the services our company provides, that is not our intention at all. Were you able to obtain the certificate with the documents provided?

  Customer Answer

  Date: 09/08/2025

  I received a letter from Mississippi Departmenr of Health 9/5/25, stating that the information provided in the documents didn't show proof of relationship. "Daughter" was typed into the document,  but all information was in very small font. Vital Records online promised a quicker turnaround. 3 weeks later, I still did not receive the records that they promised to deliver early. 

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23755802
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/16/2025

  We have used the information provided, and we do not have an order in our system from this individual. They have placed an order from a website that has a similar name to ours, not from our company. Please let us know where we go from here. Thank you! 

  

  Business Response

  Date: 09/17/2025

  We have used the information provided, and we do not have an order in our system from this individual. They have placed an order from a website that has a similar name to ours, not from our company. Please let us know where we go from here. Thank you! 

• Initial Complaint

  Date:08/14/2025

  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 copy of my birth certificate thru VRO I tracked my order they kept saying it was being processed but is now with the **** if New York ***** department and I should receive it by the end of Sept it was ordered in March!!! I askef them to cancel and process a refund of my $60 which they said us too late so I finally found the county in ******** that will send me a copy for $10 I want a refund from VRO I feel they are a fraud snd are making a lot of money without sending the actual certificate

  

  Business Response

  Date: 09/03/2025

  We have reviewed your request for a New York State birth certificate. While the order was submitted to the state, unusually high volumes connected to the Real ID deadline have caused extended processing delays that are outside the normal timeframe.
  
  
  We understand the inconvenience this has created. As a goodwill gesture, we have gone ahead and processed a full refund for your order.
  
  
  Thank you for bringing this to our attention, and for giving us the chance to improve the experience we provide to our customers.

• Initial Complaint

  Date:08/13/2025

  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.

  On February 5th 2025 I placed an online order with Vital Records Online for a replacement birth certificate at a cost of $54.65 paid to Vital Records Online located in the "virtual office" at ************************************* ***************************. Now 189 days later (August 13th 2025) I have not yet received the product ordered. I have long since obtained a copy on my own certificate at a fraction of the cost as I needed it in a reasonable timeframe. My first (2) order inquiries with the company I was told to be patient. The response to my most recent inquiry informed me I was too patient and the window for refunds had closed. I'm not sure what to call it when a company promises a product, takes your money, and never delivers the product. It doesn't seem that should be allowed.

  

  Business Response

  Date: 09/03/2025

  Weve reviewed your order for a New York State birth certificate. The application was forwarded to the state, but because of the overwhelming demand tied to the Real ID requirements, processing times have stretched far beyond normal expectations.
  
  
  We realize this delay has been a major inconvenience. To resolve the matter promptly, we have issued a full refund for your order as a gesture of good faith.
  
  
  We appreciate your patience throughout this process and your feedback will help us continue improving our service.

  Customer Answer

  Date: 09/04/2025

   
  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:08/12/2025

  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 order a Birth Certificate from ************************************************ back in June 26, 2025 from ****** search. It sent me to the Vital records web sight. I thought it was legitimate web site. Well it's been over 2 months and still have not received my Certificate. On Aug 8th I finally ordered one directly to ************ records department. I received it in 4 days.Still can't contact Vital Records.

  

  Business Response

  Date: 09/03/2025

  We have confirmed your application was submitted to the state for processing. However, due to the May Real ID deadline, ****************** experienced an unprecedented surge in applications, which has substantially extended normal processing times.
  
  
  We understand how frustrating this has been, and out of good faith we have processed a full refund for your order.
  
  
  We truly value your feedback and appreciate the opportunity to improve our services.

• Initial Complaint

  Date:08/09/2025

  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.

  Been waiting for over a month for my own birth certificate, they said theres an error in the dates but theres no way to change it. They just take your $60 and ghost you

  

  Business Response

  Date: 08/28/2025

  We sincerely apologize for any frustration this situation has caused you. Upon reviewing your application, our team identified that the initial issue was related to the relationship listed on your request. However, one of our validators confirmed your identity based on the date of birth provided on your uploaded ID, and this has already been corrected on your behalf.

  
  Once your application was validated, we sent you the required documents and instructions to complete the process. Unfortunately, we have not yet received the signed forms back from you, which are necessary in order to move forward. Please note that the State of Colorado requires original (wet ink) signatures for all vital records requests.

  
  We have just resent you the email with the steps and missing requirements so you may complete your application as soon as possible. Once we receive your signed forms, we will immediately proceed with submitting your request to the state for fulfillment.

  
  We truly value your patience and cooperation, and our team is here to assist you every step of the way. Should you need any further support, please dont hesitate to reach out.

  
  

• Initial Complaint

  Date:08/06/2025

  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 Paid vital records online for a birth cirtificate in ********* I was told my birthcirtificate would arrive within 3 months. it is now aug. 2025 and no cirtificate was received. when i reached out to them i was told they would not refund my order nor would they resolve the issue to insure i recived my order. I told them this was against the contract we had with them and was told that "They did their end" I want either the item i paid for or the money i paid back. also i was informed to contact the goverment directly if the order had problems and i was informed by the goverment no order has been submitted for my cirtificate so either the goverment is lying or this shady company is just stealing money which i believe is more likely.

  

  Business Response

  Date: 08/06/2025

  Our records show that your application was mailed with our Check #****** in the amount of $30 to the *********************************** on February 13, 2025.
  Upon further investigation, we found that the check was not deposited. As a result, we have issued a full refund.

• Initial Complaint

  Date:08/06/2025

  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 reached out to this comapny to retrieve our a marriage certificate in order to complete my real ID. The website states that someone will reach out within 48 hours to confirm my application, they never did. I had to contact them to follow up on my application to find out that it was not complete. Once they confirmed it was completed properly they stated it was mailed out to the court. I called for an update they stated the court has my paperwork on June 13th 2025 an it will take four to six weeks for me to retrieve my certificate. I did another one with another company in order to get the license so we could complete our Real I application before our trip. the other company has completed my application and I have received my certificate. I contact them for a refund and they said they wouldn't since it is with the court and they would not refund me since out of there hands. I stated it was longer than they promised, I explained that I spent additional money to get my certificate and they still refuse to reimburse me. They can not confirm the court has my paperwork, as well as it is still longer than they it would take to receive my certificate.

  

  Business Response

  Date: 08/28/2025

  Upon reviewing your order, we found that your application was initially placed on hold due to missing information regarding the county of marriage. Once the correction was provided and your details were confirmed, your application was validated and subsequently mailed to the ***************** for processing.

  
  Please note that while our team ensures applications are prepared and submitted correctly, the final processing and issuance of the certificate are handled directly by the *****************. These requests typically take several weeks to be completed and mailed back, and unfortunately, any delays at that stage are outside of our control.

  
  We truly regret the inconvenience this has caused you, especially given your upcoming travel needs. Rest assured, your application has been properly submitted and remains in process with the *****************.

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23706638
  
  I am rejecting this response because:
  
  I understand that there was some incorrect information provided, and I was informed that a representative would reach out if there were any issues. Unfortunately, I had to contact them myself several times to find out that there was indeed an issue. If I had been contacted in a timely manner, I believe I would have received my marriage certificate without needing to seek another provider.
  
  As it stands, I have not received my certificate from their service, and since I had to obtain it from another provider to ensure I received it before my vacation, I believe I am entitled to a refund for the service that was not fulfilled as promised.
  
  **** *****

  

  Business Response

  Date: 09/08/2025

  Hello, will you please confirm if you have received the certificate yet? Then, we can go from there. Thank you

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23706638
  
  I am rejecting this response because:

  As of September 8th 2025, we have still not received the certificate we ordered. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/04/2025

  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 birth certificate from Vital Records Online on 2/14/2025. Im March, I emailed them, asking approximately when I could expect to receive it because on the websites track my order, it only says the orders been processed and You should received your certificate in the following days/weeks.they responded saying that the NY health department received the order on 2/25 and it would take them about 12 weeks to process the order and 3-7 days for shipping. Its now Aug 4, and about 5+ weeks past that estimate (7weeks if you count weekends), and I havent received a single update from them. Tracking the order still says its been processed and I should get it in the coming days/weeks

  

  Business Response

  Date: 08/06/2025

  Our records show that your application was mailed with our Check #****** in the amount of $30 to the *********************************** on February 18, 2025.
  Upon further investigation, we found that the check was not deposited. As a result, we have issued a full refund.

  Customer Answer

  Date: 08/13/2025

   
  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:08/01/2025

  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.

  I ordered two birth certificates for my sister, ******* Poynor **********, for the purpose of getting her Indiana driver's license. The order was placed on May 3, 2025. I paid $125.00 for this service. I was promised that with processing time and mailing time, I would receive these no later than August 1st. I still have not received this, and the company now says they can't refund my money.

  

  Business Response

  Date: 09/03/2025

  We have reviewed your application and confirmed it has been submitted to the state for processing. However, due to the May Real ID deadline, many ****************** experienced an unprecedented surge in applications, which has substantially extended normal processing times. You should be receiving your certificate shortly.
  
  
  We understand your frustration with the overall experience, and as a gesture of good faith we have processed a full refund for your order.
  
  
  We truly value your feedback and appreciate the opportunity to improve our services.