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:09/13/2024

  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

• Initial Complaint

  Date:09/09/2024

  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 needed my birth certificate to get my drivers license renewed. Ordered it July 10th at this online company in hopes of getting it as soon as possible. I was born in *********** *********, I thought this would be my best option. On multiple occasions I contacted them because of time lapse, kept getting all sorts of excuses, I decided to ask about cancellation and was able to get an answer yes they refunded a the smaller amount of the 2 separate charges which was ***** on August 14th was credited back to my account, after many attempts on trying to tell them the ****** has never been credited back to my account. They say it has been refunded, the bank says it hasnt been received, the withdrawal shows the description as 7302 MCD PUR BIRTH CERTIFICATE ********************* . in my records. I last contacted them today again replying to their message saying theyve refunded this amount to me, I explained many times over that they know better as do I and I wont give up getting my money back.

  Customer Answer

  Date: 09/11/2024

  To BBB

  THIS IS Only some of the email correspondence I wasnt allowed anymore. 

                      THANK YOU 

  

  Business Response

  Date: 09/19/2024

  I believe the order you placed is with a different company. 
  Our records show that you started an application with us on August 12th but the application was never completed or paid for. The copy of the correspondence does not appear to be from us as well. We would need your VRO order number to investigate any further. Please check the email address you are receiving the correspondence is from ************************************************************. 

  Customer Answer

  Date: 10/04/2024

   
  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:09/09/2024

  Type:Billing 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 9//9/2024 I ordered my sons birth certificate online because he was born in ** and I now live in **********. I did all the steps it told me to do and then when it said to pay the screen that showed the amount was not no $69 it said that it would be only $44.65 that is not at all what was charged to my account at all. I wasn't shown the total amount till after it was all paid and already taken out of my account. I received a email showing me that the amount was $69 I can't believe this at all I am very upset. I feel like they did this after the fact that I already put my account information out there trusting them to be honest. This is not honesty! I don't even know where the extra charges come from they don't even show me no where on my receipt.

  

  Business Response

  Date: 09/19/2024

  This application was refunded in full on 09/09 - The customer added additional features that included an extra charge. 

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22258957
  
  I am rejecting this response because:
  On 9/9/2024 I did receive a email informing me that I was going to get the money refunded back on my card that I used to purchase my sons birth certificate and the letter informed me that the refund should take no longer then 3-5 business days from the date of this notice. I received that notice 10 days ago as of today I still haven't gotten anything on my card and I have contacted my bank and there is no record showing that there is a transaction coming in from Vital Records at all as a matter of a fact I contacted my bank today and the *** informed me that I needed to check with the merchant and see what was going on on their end. I emailed Vital Records and asked them what was going on with the refund and that I should either get the refund or send me the document I purchased because I do in fact need it but I have found another site that is cheaper however I can't do anything on my end without that refund. I don't agree with Vital records saying that I wanted extra features that cost more because when I was about to check out it showed these extra features as free no extra charge and it showed the total amount that would be charged on my card and it wasn't no $69 that was charged. I tried to submit the documentation that shows proof but it's not letting me is there another way I can submit them?
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/20/2024

  Since the charge and refund were done on the same day the transaction should have been voided as if it didn't happen. That is what normally happens in these circumstances. 

  Attached is the detailed information of the refund details you can send to the credit card company to find out the issue. 

• Initial Complaint

  Date:09/06/2024

  Type:Customer Service 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.

  The worst business misrepresentation ever!!! This website does not visibly or clearly state that they are not directly affiliated with the health department. I paid $64.00 for an expedited birth certificate to renew my passport for a trip NOW less than 90 days. After three weeks of not getting an update. Today they stated they are MAILING my paperwork to the ****************** I can order myself online directly from them for $15.00 plus ***** fee. I was charged $64.00 plus $25.00 to notarize my application only for them to place my application in the mail after I called three week later!! If this is not resolved, I am contacting the *************************. I am going to court for the potential money I may lose on my move. This company is playing with people's time, price gouging and lying about the service they provide.

  

  Business Response

  Date: 09/30/2024

  Thank you for reaching out and sharing your concerns. I sincerely apologize for the frustration and inconvenience youve experienced with our service.
  I understand that you were expecting a faster process for obtaining your birth certificate, especially given your urgent need to renew your passport. I also regret that our website did not clearly communicate our relationship with the ****************** and I appreciate your feedback on this matter.
  As a resolution, we have issued a full refund of your $64.00 payment. I completely understand your concerns about the costs involved and the time lost. Please know that we are committed to improving our communication and service to prevent issues like this in the future.

• Initial Complaint

  Date:09/03/2024

  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 my birth certificate through vital records online with the expectation of it being expedited after paying an expedited fee. However after making the payment I was told that the fee only covers the expedited process and it would still take 4 to 5 weeks before I received it. I was denied a refund after being given the information.

  

  Business Response

  Date: 09/09/2024

  All processing times are posted on our website. When you contacted us on September 3rd inquiring about your application it had already been delivered to the ***************** which made the application ineligible for a full refund. We have refunded the expedited processing fee. 

• Initial Complaint

  Date:09/03/2024

  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.

  They have requested an online notary service that doesnt work. When I called they sent me a link for a different one. My phone alerted me I now have a virus due to the link. I have paid for my document and even to have it expedited. I need resolution or my money back. I asked for a supervisor and was told one wasnt available, then hung up on.

  

  Business Response

  Date: 09/30/2024

  Thank you for reaching out and sharing your experience. I sincerely apologize for the difficulties you've encountered with the online notary service and the subsequent issues with the link you received. Your security and satisfaction are our top priorities, and Im sorry to hear that you received a notification about a potential virus.  I see that you were able to successfully process your online notary service, and we have issued a refund of $25 for the expedited processing. 

  Regarding your application, check #****** for $27 to DSHS - Vital Statistics was mailed on 09/10/2024 and was delivered to the ***************** on 09/12/2024. The approximate processing time for your application is currently 5-6 weeks.

• Initial Complaint

  Date:08/30/2024

  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.

  On 7/31/24, I ordered a copy of my marriage license and even paid for expedited service as I need to obtain a California Driver's License to enroll my son in school. I have been checking weekly to see that it was making progress. I had called 2 previous times before today and was told that **** had it and it was processing. The date they gave me was August 6, then Aug 11, and finally Aug 19. I called today and was yelled at when they would not tell me the status of my application only that **** was processing it. the first *** was yelling at me and very rude, even I tried to calm he down as I clarified the timeline and she kept interrupting me. I asked to speak with another *** and she said she could not transfer me and that I had to call back. I then asked for her name and she when silent, after a minute of trying to get a response I said I knew she was listen because the call was not disconnected then I heard hold music. I hung up and reached *** refused to give any other information such a full name or employee number. I tried to clarify the timeline again and then asked for the number for Utah that they worked with so I could call them directly she refused and said that I had to wait another 2 weeks before they would give me that number.I then contacted Utah Vital Records, and she found that they had received it on Aug 19 (no mention of expedited processing) and that it was mailed on Aug 20 or stated through their mailing process. I told her of my experience and learned that I should have gone directly through the Utah records processing and that Vital Record pays for the top web search return and then uses snail mail to complete the applications, which are not actually expedited, and charge to money that was not necessary to get a copy of my marriage license.

  

  Business Response

  Date: 09/30/2024

  Thank you for reaching out to us, and I sincerely apologize for the frustrating experience youve had regarding your marriage license application.
  I understand that you ordered a copy of your marriage license on 7/31/24, paid for expedited service, and expected timely processing to obtain your California Driver's License for your sons school enrollment. I apologize for the confusion surrounding the processing timeline and for the rude treatment you received from our representative.
  According to our records, your application was processed, and it appears that Utah Vital Records received it on August 19. Unfortunately, expedited service may not always translate to faster mailing, which can lead to misunderstandings like the one you experienced. I regret that this was not clearly communicated to you, leading to frustration and additional delays.
  As a gesture of goodwill, we have processed a refund for your application fee. We appreciate your feedback and will take it seriously to improve our communication and service.
  If theres anything we can do to assist you further or if you have any more questions, please dont hesitate to reach out. We appreciate your understanding and patience in this matter.

• Initial Complaint

  Date:08/28/2024

  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 ordered what I had thought was a certified replacement of my bitrth ************** intention was to recieve a document that may be used to help obtain a passport.The document that was promised was claimed to be just so by this company Vitalrecordsonline.com.3 months after the original transaction I recieved a certificate of live birth a document which is unacceptable to obtain a passport.

  

  Business Response

  Date: 09/09/2024

  The state of Washington offers 2 types of birth certificates. You can obtain Washington state birth records as certified copies (or certificates) for legal purposes or noncertified informational copies for genealogical or other personal use. We only request certified certificates, and actually the Heirloom certificates are double in price. 
  The certificate provided by the state are to be used for legal purposes such as a passport. 

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22210658
  
  I am rejecting this response because:

  On its face the agrument doesnt stand, I could have gotten the same documents for myself directly from the county at a third of the price your service charged me. Im not happy with the cost for your service as easily as i could have done it myself. I could have saved $60 your services are not worth the exorbitant charges on top of shipping which was free directly through the county office. You company is guilty of price gouging.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/19/2024

  We have processed a full refund for this application. 

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22210658
  
  I am rejecting this response because:

  The services are not any better than what is offered for thw states and is way too expensive for what little effort it takes to do it yourself. Your company is misleading and gouging customers for profit. This company **** me a refund for misleading me i cannot use the document this company sent me to apply and recieve a passport it is not an approved document for identification purposes certificate of live birth is not accepted only an official replacement birth certificate or copy of said birth certificate. 

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

• Initial Complaint

  Date:08/28/2024

  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.

  Vital Records Online (VRO) is a specious, bordering on fraudulent, documents delivery service.VRO advertises direct processing of vital record requests with tracking of the process.VRO is a middleman interloper practice. It collects applicant data and credit card, prints out the State's ************ form and mails it via **** to a drop site, a ** Box - per Ohio Vital **************** That is the end of VRO **** tracking ability. The customer has no way of checking the status of the document processing.********** ordered birth certificate online - VRO1602440 $66.15 22 AUG 2024 request of refund denied - Chat help - and phone call follow up on 23 AUG "Rucel - As per checking, your application was received by the ********************** on August 16, 2024. They may need 4-6 weeks to process the application once they receive the request. Once the certificate is issued, the estimated delivery time may take up to 37 days, depending on your mailing address.YouNo. I tracked the process and the VRO dashboard confirmed it is completed and being mailed.YouThat was 7 days ago.Rucel - The completed status you can see online simply means that all your application documents are all complete and we were able to forward your request to the health department.YouI see. Specious, at best."21 AUG 2024 Ordered document from bonafide affiliate of Clark County Ohio public record request per Clark County website. $50 24 AUG Received the Clark County delivery via ********************* (***)28 AUG 2024 Called VRO for tracking/status of request. I was given the **************************** **** tracking code (940 553 611 016 568 081) that dead ends at the ** Box ***** of Ohio ************ Bureau of Vital Statistics VRO is a coyote operation. Inform other customers to go directly to the ******************** county records website or to the online state records website.I am changing my credit number to avoid any ************** from this suspect company.

  

  Business Response

  Date: 09/09/2024

   

  We have gathered over 4000 county specific applications in our database to ensure we can provide the fastest request option. Our service fee includes UNLIMITED customer support, which State offices and similar companies do not provide. Our website does indicate that you can order directly with the state or county.  We do not sell any information collected on your application. 

   We are partnered directly with the **** and have a business relationship with most of the states and counties. The tracking on your application is available in your dashboard and when you follow the link you can see that your application was received by the ***************** on August 16th. Our records also show that our check #****** was cashed by the ***************** on 08/23/24. The approximate processing time for the state 4-6 weeks not including shipping. 

   

  9405536110165680815765
  Delivered, PO Box
  ********, OH 43215 
  August 16, 2024, 5:03 pm

  Customer Answer

  Date: 09/11/2024

  The VRO business charges more, takes longer, and does not have delivery tracking from the county or state records department.

  Customers in need of a public record, birth/death/marriage certificate are better served by going directly to the County of record. No middleman, like VRO, is required.

  I received the certificate I ordered via the county and the VRO order. The county delivered in 8 days for $50. VRO delivery took 8 weeks for $60+.

  Buyer beware.

• Initial Complaint

  Date:08/23/2024

  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 placed an order to get my husband's birth certificate with Vital Records. I was not satisfied with how they handled the transaction, so I immediately sent a request for a refund. I was sent an automated response saying someone would reach out to me. Well, it took them 5 days to do so and now they are telling me that i do not qualify for a refund because it has already been submitted to the state for processing. That is not my fault that they took so long to return my email. I am requesting a full refund of $77.00. I was the one who purchased for my husband ***** F. ******* ******************************

  

  Business Response

  Date: 08/23/2024

  Your application was purchased 08/19/2024 18:26:16, and it was successfully transmitted directly to the **** processing center on 8/20/2024, 4:00:07 PM. The **************************** takes  approximately ***** weeks to process applications. 

  The State REQUIRES that all applications be notarized in order to prove identity. The only way around the notary requirement is to go in person to the health department. We have partnered with some online notary companies to make it easier for you. The link goes directly to them. It is not required you get an online notary and if you would have chosen to do the notary in person we would have provided you a list of notaries in your area. Attached is the complete application information from the **** showing the notary is required in order to process. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22185165
  
  I am rejecting this response because:I do not agree and I immediately contacted them to cancel this request which is stated I can. It is their fault it took them 5 days to respond to me . I still want my refund. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 09/26/2024

  your application has been refunded

  Customer Answer

  Date: 09/26/2024

   
  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,
  
  ****** *********