Complaints
Customer Complaints Summary
- 190 total complaints in the last 3 years.
- 118 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/02/2025
Type: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 birth certificate through the company to be obtained from the ***********************. I paid July 24, 2024. I didnt receive anything for weeks. I called them and was told it would take around 120 days. In the meantime I ordered one directly from ** and received it 3 days later. Sat the end of October I received notification that my order was being processed. It is now January and I still dont have it. I called the company and they said it would be another ***** weeks. The website says that process time is ***** weeks for NY. I have asked for a refund, but they tell me Im not eligible. When I click track my order it says days to weeks, which is what it always says. The company keeps extending the time needed and have a deceptive website. They also dont refund after 3 months, but you dont know you will need it prior to that.
Business Response
Date: 01/16/2025
Our records show that Check #****** for $30 was mailed to the *********************************** on 07/29/2024 and was cashed on 10/16/2024. Your certificate should have been processed and sent to you. However, since you did not purchase a trackable return label, we are unable to verify if it was received. We have issued a full refund of $59.
Refund details:
Amount: $59
Date: 01/16/2025 12:03:46
Refund Reason: Dispute Alert
Refund ID: ************Customer Answer
Date: 01/28/2025
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. I would like to note that I have not received the refund yet. I will contact the BBB if I have not received it in the next week.
Sincerely,
***** ********Initial Complaint
Date:12/30/2024
Type: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 June 12, 2024, my husband and I used this company to order a birth certificate for him. The delivery date of the birth certificate to our address was listed as ********. Dec 17th came and went, and it never arrived. I called the customer service number and was told the first time to wait until the end of the week, so I did, and it still never came. I called back, and now I'm being told January. I asked for a refund and was told I could not get one. I asked to talk to a supervisor and was told there was none. This place seems to be front to take people's money and not send anything.Business Response
Date: 01/16/2025
The order was received on June 13th and sent to the ***************** on June 15th. According to our records, our check #****** was cashed on July 19th. As the processing time for this order has elapsed, we have issued a full refund of $91.
Refund Date: January 16, 2025
Refund Reason: Dispute Alert
Refund ID: ****************Customer Answer
Date: 01/29/2025
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:12/28/2024
Type: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 daughters birthday certificate ************** and I still have not received it, you all have asked me for different documents like my drivers license and social security card back and front and I've sent them in on the email just like it said in your email to do and no one has replied since then and that was in October 2024 it's been almost 9 months since my order was placed and I really need my daughters birth certificate as soon as possible. I don't want a refund or to argue with you all I just need my order please. Thank you very muchBusiness Response
Date: 01/16/2025
I see there have been several emails and calls regarding this application. The applicant information was updated to ensure the necessary ID documentation required by the health department was provided. We have recently received all the required information from you to proceed with the applicationCustomer Answer
Date: 01/23/2025
Complaint: 22741573
I am rejecting this response because:I still have yet to receive the birth certificate i paid for from vital records it's coming up on a year since I paid for it
Sincerely,
****** ******Business Response
Date: 01/27/2025
We have now received the necessary documents and forwarded your application to the ****************** which was received by them on 01/22. Our check (#******) for $17, issued to Mississippi Vital Records on 01/17/2025, has not yet been cashed. Please note that orders are processed in the order they are received. Your applications should be processed by the ***************** shortly.Customer Answer
Date: 01/27/2025
I do not want to accept or reject until my order is processed because it's coming up on a year since I ordered the birth certificate and they should have sent it to *********** a long time ago, so when it is resolved and they send me the birth certificate I will accept
Thanks for your help
Initial Complaint
Date:12/28/2024
Type: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 November ******* I paid VRO to obtain my birth certificate. I sent documents my license was expired so they asked for other documents. I sent additional documents but they have not responded to anything of my requests and questions. I emailed again today. Its been a month a half closer to two months now. I cannot get anyone to communicate with me and help me. They took my money and did nothing!Business Response
Date: 01/16/2025
I see there was an issue with the identification you provided. There were several emails exchanged regarding the types of ID the state would accept. Once you requested a refund, it was processed in full.Initial Complaint
Date:12/21/2024
Type: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 $44 plus a notary on September 21, 2024 to obtain a certified copy of my son's birth certificate. There are no responses to my emails and phone calls. I thought they are scammers but I remember using them for this exact transaction not that long ago and there were no issues.Business Response
Date: 01/16/2025
The ************************** requires that the ** provided matches your mailing address, and unfortunately, your ** did not match. Your order was placed on 09/21, and we reached out to you on 09/24 with a list of acceptable alternative **s. We responded to each of your email inquiries on 09/24, 11/06/24, and 12/09/24, providing the requested list of **s. Additionally, we made several attempts to contact you by phone. On 12/21/24, you requested a refund, which has since been processed in full.Initial Complaint
Date:12/17/2024
Type: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 placed an order for 1 birth certificate and 2 death certificates. Vital records claims to have processed each order (all were separate) and mailed each document (all were separate) the end of November. I received none. I called vital records and they refuse to acknowledge that the issue is on their end (3 different pieces of mail!) and issue new certificates until 30 days has passed. I explained the importance and was not connected to a supervisor as requested. My mother sends mail weekly from the locality and I receive all within 4 days (in ************). I called my post office and they state that all should have been received by now. The vital records office is ****************************). I live in ****** so cannot physically go there and they will not allow my mother to physically pick up the documents as she is divorced from my father, etc. I want the documents reissued asap with tracking and express delivery as this is not acceptable and I am on a timeline.Business Response
Date: 01/16/2025
We searched our database using the name, phone number, and email you provided, and found that you started an application on 11/11/24 but did not complete it. No payment was received for this application. It's possible you may have created the application under a different name. If you can provide an order number, I can conduct further research. Alternatively, you may have used a different company with a similar name. Please check your records and let us know.Customer Answer
Date: 01/16/2025
Complaint: 22699765
I am rejecting this response because:I have documentation of the charges paid for multiple documents from vital records during the specified time period with none being received. When I called on 2 of them the representative was rude and unhelpful but could visualize each. I want someone from this place to contact me via phone instead of this back and forth through the BBB site to verbally go over each one with amounts being refunded. I paid for multiple documents multiple times and received none. I have credit card documentation. I was charged. None were received.
Sincerely,
*** *****Business Response
Date: 01/16/2025
Without an order number, a copy of the transaction, or another name the order may be under, we are unable to investigate with the information you have provided.Initial Complaint
Date:12/12/2024
Type: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 sent ***** to this company on July 9th to receive a copy of my birth certificate. Its is now December and am still waiting to receive the copy of my certificate. I have gotten in touch with the company twice on this issue and their reply is they cannot cancel an application. I dont want to cancel I want the product but since its taking so long to receive it I feel I should be able to receive a refund. Im not paying for something I have not received and feel since this company took my monies they should provide a refund to me. I dont know where this company sent the information I sent them to but Im sure it doesnt take months to receive a copy of a birth certificate.Business Response
Date: 01/16/2025
Your application was mailed to the health department on 06/10, and our check #****** was cashed on 07/19. Given that this is well past the expected processing time, we will issue a full refund.Customer Answer
Date: 01/28/2025
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:12/10/2024
Type: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 have called VRO several times about the birth certificate order # VRO1673281. Unfortunately, to no avail have we been assisted about the order for my sister ******** We are consistently getting the run around from several ***resentatives and have been for several weeks. One female ***resentative told us to throw the application VRO mailed us. Another *** answered and just breathed on the line and another hung up. The last ***resentative another male hung up on us after I requested a refund due to all confusion and unprofessionalism. This is just too much to deal with for any request. I paid for expedited request and still have not received anything. I was told I could not be transferred to a supervisor or manager & was asked what I wanted on several calls. Not to mention a lot of overtalking and obsessively disconnected calls. I am requesting a full refund due to no birth certificate has been received after calling the **** of the State of Texas twice and no birth certificate request has been ordered from them as of 10 Dec 2024. I am requesting a full refund. We are going to go into the Montgomery County Clerks office.Business Response
Date: 01/16/2025
Your order was placed on 11/3, and we received your notarized application on 11/13. It was mailed to the ************************************** on 11/15 and received by them on 11/21. Upon further review, we found that our check #****** has not been cashed, and as a result, we have issued a full refund.
Refund details:
Amount: $84
Date: 01/16/2025 12:44:55
Refund Reason: Dispute Alert
Refund ID: ****************
We will also address the handling of your calls with our customer service department.Customer Answer
Date: 01/16/2025
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:12/09/2024
Type: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 birth certifcate for son and I ve been waiting months to receive it. On the web site in said with weeks to get it .It has been months.Business Response
Date: 01/16/2025
Your application was mailed to the health department on 06/10, and our check #****** was cashed on 07/19. Given that this is well past the expected processing time, we will issue a full refund.Initial Complaint
Date:12/07/2024
Type: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 placed an order on *********** for a birth certificate. I paid *****, ***** was an expedited fee along with regular price. I sent a message on November 21 asking about my order. Vital messaged back saying that it was delivered to the ***************** on November 22 and it would take 5 to 20 days. I placed an order with another company on November 27 and it was delivered on Dec.3. I messaged vital on line Dec 3 asking for a refund and my response that I got on Dec 6 was the same thing that it will take health department 5 to 20 says. The other company that I ordered from was Vital check and recieved it.Business Response
Date: 01/16/2025
Our records show that the application was received by the health department on 11/22. However, they did not cash our check #****** until 12/18, which indicates they may have been behind in their processing. Since it is well past the expected processing time, we have issued a full refund.
Refund details:
Amount: $61
Date: 01/16/2025 13:14:34
Refund Reason: Dispute Alert
Refund ID: ****************
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