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:06/02/2024

  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 long birth certificate, completed the application and printed the form with signature and submitted that. I was informed the signature did not match the signature on my ID. I went to look at the signature on my DL (which is hard to match because its made on a signature capture terminal) but I redid it making it match my DL signature and was informed the signature still didnt match. Now Ive wasted 5 weeks and the application still isnt complete. I need a refund and Ill figure it out with the state office. I wish I had done that to begin with.

  

  Business Response

  Date: 06/03/2024

  I am unable to locate this order in our system. I need the email address or phone number used to process this application, or the order ID number. 

• Initial Complaint

  Date:05/28/2024

  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.

  Vital Records Online promises to provide a 3-5 day service for Apostille authentication for legal documents at an all-inclusive rate of $159.00. I paid this amount on May 10, 2024 and immediately sent my document. I followed their instructions exactly and sent the original birth certificate to them. When I heard nothing after the **** confirmed delivery on May 15, 2024, I contacted them on May 20, 2024 and asked for an update. They claimed there was no order on record. I sent them their own order confirmation as well as credit card info for tracking the payment that they had already received. They did not respond to multiple emails asking what happened to the order. The customer service person was very rude and insisted she simply had no record of the order even though they had collected the $159.00 from my credit card. I finally found someone who did confirm that they had actually received the order and had processed it. Already, ten days had passed and they fraudulently promise a 3-5 day turnaround. After 18 days, I was shocked to find that all the documents were returned to me unprocessed with no Apostille. The ********** of ***** of ******** had rejected the Application because VRO did not process it correctly. I lost all that time and I lost $159.00, which they have not refunded. Worst of all, they never did have the professional decency to respond to my many complaints. Such behavior is the definition of corporate malfeasance and fraud: *************** services that they do not know how to perform and collecting money for those services and then refusing to provide a refund is not acceptable business practice and violates FTC guidelines.

  

  Business Response

  Date: 05/30/2024

  We apologize the Letter of Exemplification was skipped in the processing of your Apostille application. We have processed a full refund. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21772165
  
  I am rejecting this response because:

  I have contacted my credit card company twice to determine whether a refund was actually processed. They have received no refund attempt from Vital Records Online despite their claim in their response that they had processed a refund. This merchant has been dishonest repeatedly throughout this time. For example, they first claimed there was no order received despite having charged my credit card. Next, they represented themselves as capable of processing Apostille legalizations within 3-5 business days, but they failed to process it correctly at all despite having the documents for much longer. And, finally, they have not responded directly to any of my many emails requesting that they fulfill their contractual responsibilities or provide a refund. 

  For these reasons, it is insufficient for them to simply claim to the BBB they have already processed a refund with no evidence of doing so, particularly when there is no evidence from the credit card company that they have done so. 

  I am requesting written documentation that the refund has been processed including transaction numbers and/or documentation of confirmation from the credit card company that the refund has been processed. This is a basic request for accountability due to the fact that their claim of processing a refund does not match with the credit card company's data. 

  I also would consider it prudent for the Better Business Bureau to monitor whether this business is operating in ways that do not comply with FTC regulations given that they have repeatedly failed to do so with me. 

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

  

  Business Response

  Date: 06/03/2024

  Refund Transaction Letter

  We would like to notify you that Adyen has refunded the transaction below:

  Adyen Reference: S2NGR72PH3WH23X3 Original Transaction Date: 2024-05-10 Payment Amount: USD ****** Card Type: Credit Card Refund Adyen Reference: ND2MMDR9MWK8MMF6 Refund ARN: *********************** Refund Amount: USD ****** Refund Date: 2024-05-30 Card Number: ****** *** 8548 Merchant ID: *************** Merchant Name: VITAL RECORDS SERVICES Authorisation Code: 07159Z

• Initial Complaint

  Date:05/28/2024

  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.

  On 05-07-2024 I ordered a copy of my birth certificate in order to receive social security benefits. I was told by them the turn around time was approximately 2-3 weeks. I paid $54.99 for the certificate. I checked with them today 05-28-2024 and they said it will now take ***** weeks which is unacceptable. i want a better resolution

  

  Business Response

  Date: 05/28/2024

  Our website and the New ********************** website indicates the processing time for applications is ***** weeks. Lately, we have noticed a much longer delay and they are averaging ***** weeks.  We did not receive a copy of your ID and revised signature until May 13th and your application was mailed to the ***************** on May 14th. Applications are processed in order of receipt. We cannot circumvent the processing time of the state. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21767233
  
  I am rejecting this response because: they lied to me and told me the turn around time would only be 2-3 weeks. then they said ***** weeks. there is no excuse for this misinformation. I would never have placed an order if I knew it would take this long 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/30/2024

  We have refunded our service fee of $29. We have paid the $30 fee to the ***************** and your application will still be processed there is no way to stop it once the ***************** has it. 

• Initial Complaint

  Date:05/25/2024

  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.

  Order ID: *****************************: On February 6, 2024 we submitted and paid $147 US for an all inclusive package requesting a California Death certificate which was to be, as stated by your email, 2-4 business weeks plus mailing. We requested a corrected form which was received on Feb 7 (.65c2aaf0fe77f3137c3fe562_packet.pdf). We completed , notarized & sent the package to you via ****** On Feb 14 we first received an email that you had not received all the required information. A follow up email from you then stated to disregard previous as you had everything you needed, it would be reviewed and submitted. Great, we were under a time limit to produce a birth certificate for closure of deceased ************** distribution. After 8 weeks of seeing nothing our time was up and we were able to use the deceased passport as validation. On April 25 we received an email from VRO requesting a notarized form again. We respond by asking why as it should have been submitted some 8-9 weeks prior. Auto reply said we would be contacted. Then we received an email that it was submitted on April 26 to ********** , without customer service even contacting us to provide an explanation as to why it was never submitted. Had they done so we would have declined the submission as we don't need the birth certificate anymore...ever! Throughout this process we spent over $200 with notary and ***** for nothing. Since the fault is due to VRO incompetence in service we requested a full refund of the $147. We received an email requesting us to call them. Three attempts were made resulting in being on hold for aprox. 45 minutes per call before we hung up. On May 20th the birth certificate was delivered however it is a waste of paper. Total time waiting 13 weeks 5 days.

  

  Business Response

  Date: 05/30/2024

  We apologize for the delay in processing your application. We have issued a full refund.

  Customer Answer

  Date: 05/30/2024

   
  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:05/22/2024

  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 placed an order for a single birth certificate on 3/1/2024. After about 6 weeks I sent a follow up email asking for tracking information on my document and was told they do not have the info but to keep waiting. They have you file complaints on their website and I unfortunately did not screenshot so I do not have exact dates. I waited another 3 weeks and emailed again asking for an update or a refund and was told they cannot refund as it was too late after my order. This company is purposely having people wait 8-10 weeks minimum before they can even ask about their documents and then providing no follow up and no refunds for a service not provided. To pay $74 for something you never get is absolutely ridiculous. I am asking not only for my issue to be resolved but also that this company provide either tracking updates to their clients, better ETA, or provide refunds after 60 days.

  

  Business Response

  Date: 05/28/2024

  Processing times vary by state. Our web page provides you with theses processing times, which you can see without processing an application. I see on April 1st we advised you of the 8-10 week processing time. 

  Your package was received by the ***************** on March 11th. However, we can see it is way past the expected time frame and we have processed a refund for your application.

  
  TRACKING NUMBER 271803344566
  DELIVERED TO Guard/Security Station
  SHIP DATE  3/7/24
  STANDARD TRANSIT  3/11/24 before 5:00 PM
  DELIVERED 3/11/24 at 8:59 AM

  Customer Answer

  Date: 05/29/2024

   
  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:05/22/2024

  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.

  On May 6, 2024 we ordered a birth certificate for $51. After adding the credit card information the company went on to charge an additional $25 for expedited, $25 for notary fee. While speaking with the company they told us the birth certificate would be delivered with 2 weeks (3-5 days to process, 5-7 days for delivery) We ordered the expedited because we needed the birth certificate before May 30th. We reached out to the company on May 22nd to ask the status. The company then communicated they did not send information to the ********** of Texas until 05/18 and it would likely be about 5-6 weeks until it is processed fully. Had we been told that at the time of ordering we would not have ordered. However, this company advertised that the price was $51 and 2 weeks to receive. After processing the $51 they added additional fees that we were forced to pay because the CC was on file. I reached out to the Texas ********** for more information. The associate I spoke to told me this company is not reliable and will likely charge an absurd amount (deceitfully) and do not send in the time they advertise. She directed me to Vital-Chek as they will have the birth certificate ready within 1 week. We had to order from VitalChek to have the Birth Certificate on time as needed. We asked the company for a refund but they declined to provide. We would like our money back given the false advertisement, wrong information given, and additional costs we had to pay just to have what was needed on time.

  

  Business Response

  Date: 06/03/2024

  The *********************** website indicates processing time ***** days, our website says 5-6 weeks as we have noticed the processing time as of late has been slightly longer. When calling the *********************** to check on the status of your order you must advise them of our check number and our address. They do not file applications by customer name they file by the check information first then by name. If you do not provide them with VROLLC, **********************************. They will not find your application otherwise. We have refunded our service fee and expedited processing fee. The order has been received by the ***************** and will still be processed in order of receipt. 

• Initial Complaint

  Date:05/22/2024

  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.

  This incident took place in March of 2024. The company is falsely advertising. They are heavily overcharging with processing fees. I opted to receive long form birth certificates and before actually ordering, I spoke with a representative stating that I would be able to order long form. After receiving the Birth Certificates in the mail, they were not long form. I've spoken to over 10 agents to get this matter resolved and it has not been resolved. I've asked for a supervisor on several different occasions but none are available. When I spoke with the state department, they told me that I could order long form for $15. I spent $165 for 2 birth certificates, that came out to be incorrect. Vital Records Online is OVER charging their customers and they must be stopped.

  

  Business Response

  Date: 05/28/2024

  When requesting a birth certificate through our site there is no option to select long form or short form. Unless you manually changed it on the application itself, which you did not, by default we order the short form from the state. The fees for your certificates included the 2 ***** envelopes, the 2 application fees, and the 2 rush fees. You were charged a total of $133.65, we have processed a refunded our service fees of $29 & $24.65 totaling *****.

• Initial Complaint

  Date:05/21/2024

  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 birth certificate online and have not received it. They refused to refund my money. It seems that the ********** never received a request from this company on my behalf. They said they sent request fed ex but theres no receipt of it being delivered to correct entity in nyc

  

  Business Response

  Date: 05/28/2024

  The tracking information provided by ***** indicates the package was delivered to *** on March 11th. It is our understanding the NYC is experiencing a back log of processing applications. However, this application taking longer than the usual backlog. We have processed a refund for your application. 
  

  
  TRACKING NUMBER 271803643443
  DELIVERED TO Mailroom
  SHIP DATE  3/7/24
  STANDARD TRANSIT  3/11/24 before 5:00 PM
  DELIVERED 3/11/24 at 1:17 PM

• Initial Complaint

  Date:05/17/2024

  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.

  Ive been waiting since 2-2-24 for a birth certificate i paid for and they kept telling me it would take 4 to 12 weeks to get well its been over 17 weeks and they havent sent me my certificate and they refused to give me my money back

  

  Business Response

  Date: 06/03/2024

  We have contacted the **** and received the following reply on May 30th. 
  

                  Request below for case number VRO1457642, RTN 20240000010354B0 was received on 02/02/2024 and is currently in the final steps of processing. It will probably be mailed out by tomorrow.

   

  The ***************** did not advise why the processing of this application took so long. We transmitted the application to them less than 24 hours after receiving your order. They do not usually take so long. However, many *****************s are experiencing a longer than usual processing time due to a high volume of applications.

   

  Customer Answer

  Date: 06/03/2024

  They told me i have to call  a number they sent me to check on where my birth certificate is at .They said they dont know where its at 

• Initial Complaint

  Date:05/15/2024

  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.

  On 5/8/2024 I somehow got redirected from Vitalchek.com to Vitalrecordsonline.com not realizing it, I placed an order for my birth certificate for **************. It felt very scammy, asked for a picture of my ID told me someone would reach out to verify- that never happened. I need it for my Passport so I expedited processing & shipping. their website says that if its not expedited it takes ***** business days. I realized my tracker said that I wouldn't get my certificate until a month later, so i called. i was then met with "You old people don't understand" (I am 28), lots of people are upset about what their website says but unexpedited really takes 3-4 months, and that they could not refund me, there was no supervisor I could talk to, continuously being hung up on, etc. I started looking into this and realized the website was a scam and lots of people never actually get anything. when I Found out it was supposed to be vitalchek I called them to verify some things, they said that lots of people make this mistake and in their experience Vital records online usually ends up sending a packet asking for more money. I Dont doubt i won't get my birth certificate. am appalled at the fact of their customer services or that they can continue to even be a company. I disputed the charge with my bank and the lady said "OMG that's how you know it's a scam!" she said it didn't look like the website is even legit. Hopefully my bank will find the charge disputed efficiently, but this company should be 100% shut down.

  

  Business Response

  Date: 05/15/2024

  Our apologies, our representative provided the incorrect information. Your application was processed as a RUSH. We sent it via ***** on May 10th, for some unknown reasons ***** routed the package from ***** to ************ through *********. The package is due to arrive tomorrow at the *****************. We will speak to our representative as to why they delayed this shipment through ********** 
  We did pay the $20 for the rush fee to the ***************** and provided a return label **** priority mail. If I refund the shipping fees the label will no longer be active and will be returned back to the ***************** after it is mailed. If you went to your credit card company to dispute I can't guarantee the label will not be canceled.  Otherwise, you should be receiving the certificate by end of next week. 

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21715991
  
  I am rejecting this response because:
  Your representatives were rude and told me all kinds of things. Including that there was no supervisor, that many people get mad about what your website says, and that your website is full of false information. Many others here have also stated they never got their stuff with you guys and I have already disputed the charge and submitted all screenshots and proof that I was being scammed and should be getting a full refund. I told your representative they could return the certificate back to your facility as I no longer wanted it. After finding the real website it cost me 1/2 of the money you guys charged me & they overnighted it to me. It will be here today. Also after filling out the application on the real website for volusia county, I realized you guys did not verify any kind of personal information at all other then my ID. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/23/2024

  The tracking information on your order indicates you received the certificate. 

  Delivered, In/At Mailbox
  KING, NC 27021 
  May 21, 2024, 10:16 am

  The order was processed as a RUSH and completed.