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:09/29/2024

  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.

  On July 6, 2024, I submitted an online application to VRO(Vital Records Online) phone #************, for a copy of my Birth Certificate. On ******** I received an automated reply stating my confirmation number for application is VRO1572780. The email also stated that it would take about 8- 10weeks until I receive it.On Sept 14 ended the 10 week wait period, and STILL NO RECORD received. I called the company @************ on Sept 20th to inform them I still didnt receive it, and they said give it another week. The week past and still no Record received. This is a huge problem for me because I relocated to ******* on June 26, and need this Copy of my BC to get my Driver's License registered and legitimized as an Arizonian. Therefore, I'm reaching out to you BBB desiring of you to please investigate this matter. My resolution is either they FedEx me my Birth Certificate or Refund me my money. It has been well over the 10 weeks that they initially stated. It is now going into the 14th week which is ************* Name is ****** ****-****** My Phone ************ My address ******************************************************************************************************

  

  Business Response

  Date: 09/30/2024

  Thank you for reaching out and sharing your experience with us regarding your application for a copy of your birth certificate. I sincerely apologize for the frustration and inconvenience you have encountered throughout this process.
  I understand that you submitted your application on July 6, 2024, and were informed it would take approximately 8-10 weeks to receive your certificate. I regret that this timeframe has not been met, and I appreciate your patience as we address this issue.
  Unfortunately, our records indicate that there have been unexpected delays in processing applications, which has affected many customers. While we cannot expedite your certificate through ***** at this time, I want to assure you that we take your concerns seriously.
  As a resolution, we have issued a full refund for your application. You should see this reflected in your account shortly.

• Initial Complaint

  Date:09/28/2024

  Type:Order 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.

  Company failed to provide contracted birth certificate and also fails to respond to inquiries about said contract.

  

  Business Response

  Date: 09/30/2024

  Our representatives attempted to contact you regarding your application. Unfortunately, we were unable to accept ***** ******* as an authorized representative. To proceed, we either needed another representative listed on the application or legal documentation demonstrating a direct, tangible interest in the birth certificate.
  As a resolution, we have issued a full refund for your application.

• Initial Complaint

  Date:09/28/2024

  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 did a online birth certificate for my daughter they took the money out of my account and I never received my daughter's birth certificate. I am still waiting on it however I had to go out and get one from the actual place because this one never came. I ordered it on *******. There was no birth certificate only a paper saying there was no payment. I would like to be refunded my money back.

  

  Business Response

  Date: 09/30/2024

  Our records indicate that your application was mailed on 5/4/24. The typical processing time is approximately 2-5 weeks, not including shipping.
  Unfortunately, since a trackable return envelope was not purchased, we are unable to verify the delivery date of your certificate. As a gesture of goodwill, we have issued a full refund for your application.

  Customer Answer

  Date: 09/30/2024

   
  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:09/27/2024

  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.

  About 6 months ago I ordered from this company a death certificate of my son's father. I was told by the company to contact the state of CT vital statistics ************ and then was led to different phone numbers. The last one ending in a phone number that doesn't end . ************ and if it does end, it's because after I have waited hours it will hang up on you. I contacted the company over 10 x and today the lady hung up on me and told me they could not issue me a refund and there's nothing they can do. If a company advertises to get you something and then does not, they should not be allowed to falsely advertise. This should be an easy process especially because we just lost my son's father and he's 11 years old and this makes it much harder.

  

  Business Response

  Date: 09/30/2024

  Thank you for reaching out and sharing your experience with us. I want to sincerely apologize for the difficulties youve encountered in obtaining your sons father's death certificate during such a challenging time.
  I understand how frustrating it can be to navigate this process, especially after losing a loved one. Our goal is to assist our customers efficiently, and I regret that we have not met your expectations in this case.
  I want to inform you that we have issued a full refund for your application and again, I apologize for any distress this situation has caused.

  Customer Answer

  Date: 09/30/2024

   
  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. Also I no longer have the  bank account associated with the original payment method, due to moving to a different state. So if an issue is refunded, to the original payment method, I will not receive that. Am I able to get a refund through the mail instead? 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:09/25/2024

  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 birth certificate for my daughter on ********. My online receipt shows the order processed on 11/25/23 for an amount of $38. The review had been completed and my birth certificate application had supposedly been submitted to the ************************* on 12/19/23 with an estimated arrival date of 12/22/23. Order#VRO1418573. I reached out on numerous occasions, questioning where the birth certificate was at that I paid $38 for. I have all documentation for all communication with this company via email.I first submitted a contact request form that went to their email on 1/31/24, asking for an update on my order. They responded with, "Your application is currently in transit to theFlorida *************************************** will need about5 - 10 daysto process and ship the Birth Certificate to you upon receipt of your application."The 2nd time I contacted them was on 2/6/24 via email again requesting a tracking number and to speak with a supervisor. They responded on 2/7/24 with "Hello ********,Please email us with you concern **************************************** can track your application here:*******************************************************************************"The provided tracking number STILL shows my order sitting in Opa Locka since 12/19/23 and when I mentioned this to them, they replied with "You will need to contact the state of birth directly. Please call them at904-359-6900let them know that you've applied via mail in process." on 2/21/24.Since then, I have several back and forth emails, requesting a refund that they denied as they kept trying to place the blame on the ****************************. And eventually they got to the point of telling me that I have exhausted my time limit for a refund, when I have been requesting it since February. I ended up getting the certificate at the Viera *********************** for $12 in Mar, & found out they do not work with this company and never received a order.

  

  Business Response

  Date: 09/30/2024

  Thank you for reaching out and sharing your experience regarding your birth certificate application. I sincerely apologize for the frustration and inconvenience youve encountered throughout this process.
  Our records indicate that your application for your daughters birth certificate was submitted to the ************************* on 12/19/23, with an estimated arrival date of 12/22/23. I understand how important it is to receive this document promptly, and I regret that you have not received it despite your numerous inquiries.
  I apologize for the confusion caused by our previous responses and the lack of clarity regarding the status of your application. While we work closely with the ****************** we are not a direct partner.
  Given the circumstances and your persistent efforts to resolve this matter, we have processed a full refund for your application fee of $38. You should see this reflected in your account shortly.
  We appreciate your feedback, as it helps us improve our services. If theres anything else we can do to assist you or if you have further questions, please dont hesitate to reach out.
  Thank you for your understanding, and we apologize again for the inconvenience this has caused.

  Customer Answer

  Date: 10/01/2024

   
  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:09/17/2024

  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 for and never received a birth certificate for the state of ********** to renew my drivers license. The order # is *****************************. Any help you can give me would be greatly appreciated.

  

  Business Response

  Date: 09/30/2024

  Our records indicate that your application was received by the ***************** on September 6th. The current processing time is approximately 2-3 weeks, meaning you should have received your certificate by now.
  Unfortunately, since a trackable return envelope was not purchased, we are unable to verify when the certificate was mailed to you. We recommend contacting your local post office to see if they may have further information regarding its delivery.
  If you have any further questions or need additional assistance, please dont hesitate to reach out.

• Initial Complaint

  Date:09/17/2024

  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.

  I started the process in January 2024. I paid the $44 application fee then I had to notarize twice online.! It was the only way of doing it at $28 each time I believe. I made multiple phone calls probably total of six from February to September. I was told incorrect information every time. I called the ******************** in ************* twice I called my local *********** twice. Because I was told by vital records online that they sent it it should be coming 6-8 weeks and maybe it was being held at my post office. Its September I never received it This place is a Scam I called the doh vital chek and got it in three Days !!Please, must know not robust this site!

  

  Business Response

  Date: 09/30/2024

  Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience and frustration you have experienced throughout this process.
  I understand that you began your application in January 2024, paid the required fees, and went through the notarization process twice. Additionally, I regret the multiple phone calls you had to make, along with the incorrect information provided to you regarding the status of your application.
  According to our records, your application was processed and forwarded to the ************************; however, we understand that the delivery and communication did not meet your expectations. Since you did not purchase a trackable return envelope, we were unable to monitor the final delivery of your certificate.
  We sincerely regret that this experience led to delays and confusion, especially given the urgency of your need. We are glad to hear that you were able to receive the birth certificate through another method, though we regret that our service did not meet your expectations.
  As a gesture of goodwill, we would like to offer you a refund for the fees paid to us. Please allow us some time to process this refund, and we will notify you as soon as it is completed.
  Once again, we apologize for the issues you encountered, and we appreciate your feedback as it helps us improve our services. If you have any further questions or need assistance, please do not hesitate to contact us directly.

  Customer Answer

  Date: 09/30/2024

   
  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:09/17/2024

  Type:Order 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 done everything that they asked me for. They still wont send me my birth certificate. They took my money and now giving me the runaround

  

  Business Response

  Date: 09/19/2024

  Each state's health department has different requirements that must be met in order to request a certificate. New Jersey requires the address on the driver's license must match the address the certificate is to be mailed to or they need to provide 2 copies of various documents to prove id and mailing address. This application originated on September 8th and we finally received valid documents on September 17th after various documents were received with the correct information. The application was validated yesterday and was ready to send out today. The **************************** processing time is approximately ***** weeks. This application has now been refunded , we pulled the application from the mail, the customer will need to process on their own. 

• Initial Complaint

  Date:09/16/2024

  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 birth certificate on ********* and have not received it, nor have I been able to get anyone to contact me. But what worries me most is that three days later I received a notification that my SSN was found on the dark web. Seems pretty sketchy. Is this a scam?

  

  Business Response

  Date: 09/30/2024

  Thank you for reaching out, and I sincerely apologize for the delay and the concerns you've raised.
  Our records show that we emailed you on August 18th and again on September 18th requesting additional documentation. Specifically, we notified you that your signature did not match your ID and requested a clear copy of the front of your ID. These documents are required by the ***************** in order to process your application. To date, we have not received the requested documents, which has delayed the issuance of your birth certificate.
  Additionally, we have processed a refund for your application. You should see this reflected in your account shortly.
  Regarding your concern about your Social Security Number, I would like to clarify that we did not request your SSN at any point during the application process. We take security and privacy very seriously and follow strict data protection protocols to safeguard your personal information. However, if you've received a notification that your SSN was found on the dark web, we recommend taking appropriate steps to protect your identity, such as monitoring your credit and reporting any suspicious activity to the relevant authorities.
  

• Initial Complaint

  Date:09/13/2024

  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.

  I went to order my daughters birth certificate for school. When I googled VRO popped up and I had been through vitalcheck before so I guess I had gotten them confused. I needed my daughters birth certificate as soon as possible, so I paid an extra $20 to "have my application moved to the top of the list" which I assumed was expedited shipping. I paid $79 and watched the tracking daily. Around the 25th it updated saying I should "expect my order in the following days/weeks" However, it has been several weeks and I still haven't received it. On September 9th I sent put in a request for information on tracking since I paid so much and havent seen it, to which they replied "Hi *******,Upon review, your application was received by the **************************** on 08/31/2024.The ***************** will need about 6 - 8 business weeks to process the application. Once the certificate is issued, the estimated delivery time may take up to 3 - 7 days depending on your mailing address." Which is wrong! And I paid $20 extra to have it rushed, only to be told I basically have to wait for ***************?! Today is september 13th. Vital Records Online is misleading and a scam!

  Customer Answer

  Date: 09/16/2024

  Today is 9/13, I still have no birth certificate or correspondence from the company through email after requesting a refund. I am still out $79.

  

  Business Response

  Date: 09/30/2024

  Thank you for reaching out, and I apologize for the frustration and confusion you’ve experienced.
  I understand the urgency of needing your daughter’s birth certificate quickly and the concern regarding the additional $20 fee. To clarify, the extra charge was for having your application prioritized in the processing queue, not for expedited shipping. While this moves your application to the front of the processing line, it does not reduce the processing time required by the Health Department, which is typically 6-8 weeks. We apologize if this wasn't made clear during your order process.
  According to our records, your application was submitted to the Washington Health Department on 08/31/2024, and unfortunately, we are still within their standard processing timeframe. Once the Health Department issues the certificate, it will be sent with an estimated delivery time of 3-7 days, depending on your location.
  We understand how this delay and miscommunication have caused frustration, especially since you were expecting a faster service. To make up for the inconvenience, we are issuing a refund for the $20 prioritization fee. 

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22281020, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jerrica Wolf