Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/21/2024

  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 requested a birth certificate the 19th, I currently live in *********** which was not one of the options when I tried to put my address in so I put my daughters address. After I paid $54 then I paid an insurance which totaled me to $76 they then stated I had to pay for a notary, which would be $20, I chose the option of getting my own notary, but they will not notarize my document because the address I put was my daughters and it is not mine because there was no option to do this. I contacted ************* they state the only authorized site is Vital Check for birth certificates. So basically I got charged for nothing, like over charged. When on vital check it only cost $24. I called for a refund but have yet gotten nothing. Im starting to think they totally scammed me.

  

  Business Response

  Date: 08/22/2024

  Our service fee is $29, you opted to purchase the insurance and application tracking, but this is not required. The ********************* is partnered with another company, but we can do business with them as well. The ***************** requires a notary and we have partnered with a few online notary companies and provide a link to their site, this is for your convenience only.

  Our records indicate you called on the 20th  at 9:58 requesting a refund which posted moments after your request. 

   

  Amount: $76
  Date: 08/20/2024 09:59:04
  Refund reason: Request By Customer
  Refund id: ****************

• Initial Complaint

  Date:08/16/2024

  Type:Sales and Advertising 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, only to see a $20 shipping charge in the total. The order **** seems intentionally designed to mislead customers into paying $20 for *** shipping - notice on the screenshot where the shipping info/cost is in a tiny box w/ small font, and the warning in big red letters and a red box directs your eyes below that to review your shipping address. And of course, the $20 shipping option is pre-selected. Almost certainly designed to deceive customers. Would like a refund on shipping for my order, please.

  

  Business Response

  Date: 08/23/2024

  We do not find an application in our system with the name, phone number and email address you provided. Please provide the information used on the application in order for us to locate it in our records. 

  I did notice that the attachment you sent is from Vital Check. We are not Vital Check. We are Vital Records Online. Please check where you purchased your application. 

  Customer Answer

  Date: 09/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  This was meant to be filed as a complaint to Vital Chek.  Please remove and I will open with the correct business.  

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

• Initial Complaint

  Date:08/13/2024

  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.

  Ordered back May 2024, several communications via email requesting update June, July and now August. They responded that it was send and is waiting to be processed by Wisconsin ************ In July they told me to follow up with WI health **** which I did Aug 12, 2024. They have no record of receiving this order. They are not backlogged on filling ordered and generally get them out withing 10 days of receipt. I called VRO Aug 12 and 13th. They said it must be backlogged as health department has not cashed the check. I asked how do you verify it was received since it's been 3 months, they said when the check is cashed otherwise they use no verification of receipt. I said how about a refund, they said no since it was sent. So besides being out my payments to them we are now out 65 to state **** since needed the BC for a passport card. Passport was only able to hold for 90 days which has now been exceeded. VRO should be held responsible for all cost and time in.

  

  Business Response

  Date: 08/14/2024

  Our records show your application was mailed to the ***************** on May 18th, 2024 and their processing time is approximately 1-2 weeks. Upon further research I show our check # ****** has not been cashed and we have issued a full refund. 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22137423
  
  I am rejecting this response because:
  While they did refund the fees for BC however I'm out the passport card fees of $65 due to over 90 days window to resend the BC state department. As stated been calling all parties for months and no action taken by VRO until i filed with BBB. And once I get another Birth certificate I will need to refile and pay the fees again. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/03/2024

  
  Thank you for contacting us.
  
  We are unable to find your email address (***********************************) in our database. We are an independent vital records application preparer. Do you have another email address or an order number? Also, can you please send over the phone number that was listed on your application?
  
  If you have a screenshot of the charge, please send it over. Also, please provide the following:
  
  1.) Amount paid:
  2.) Date paid:
  3.) Last 4 digits of the card used for payment:
  4.) Card billing zip code:
  5.) Description of payment on the bank statement (most important):
  
  Feel free to contact us with questions or concerns. We're happy to help.

• Initial Complaint

  Date:08/12/2024

  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 a birth certificate off this website and never received it and I got an email and it stated it was delivered at my old address ************************************************************************ on August 8, 2024 because they said they couldn't mail it to my new address because it didn't match my ID and on the website today August 12, 2024 it's saying my application is still being processed so how is it in my mailbox if its still being processed. I was scammed and I want my money deposited back on my card that I purchased it with. It does not take this long to get a birth certificate plus nothing is adding up there website says its ***************** sent an email saying it was delivered on August 8, 2024.

  

  Business Response

  Date: 08/23/2024

  Our records indicate you application was mailed on July 22nd and our check #****** was cashed on July 29th. The current processing time for ************************** is 6-7 weeks. The proof of identity required by the state also needs to have your current address on it. We sent you a list accepted id on July 16th. However, you opted to use your old address with your Drivers License address. 

  Your application is still in the 6-8 week processing time. However, it is confusing that you received a notice that it was delivered to you. One reason is you did not purchase a trackable shipping label. Our system is automated with **** to notify you of delivery. But this is not a trackable label and it seems unlikely they processed your application in a few days and mailed it to you. It is highly unusual that this label provided a delivery date. We have processed a full refund. 

• Initial Complaint

  Date:08/09/2024

  Type:Sales and Advertising 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 8/9/2024 I used ****** to find out how to order a copy of my childs birth certificate. My exact search terms were "order Missouri birth certificate" And the first option was Vital Records Online. The advertisement was displayed in such a way that I was led to believe they were associated with the Missouri State Records ****** which they are not. I did not realize this until after I applied for the birth certificate and was charged $44.00 which was a $15 dollar State fee and a $29.00 processing fee. It was at this point where I was told by their website that I had to have my application with them notarized, and either had to pay an extra $25 to do it online or print my application, take it to a public notary and have it mailed back to them. This did not seem right, so it was at this point I went back to ******, searched Missouri Records ***** and found they used a different service, Which I then used to order the required birth certificate, and was charged the state fee and a small shipping fee. VRO LLC, known as Vital Records Online uses misleading advertising and business practices to make people believe they are associated with the records departments of different states, and that these states have requirements for different fees for various reasons in order to separate the customers from their money.

  

  Business Response

  Date: 08/16/2024

  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. We provide a ready to use application package with instructions on the correct document. Our website does not claim we are partnered with the ***************** and we also disclose you can obtain the form for free on the *****************'s website. 
  The State of Missouri ***************** requires the application be notarized. We have partnered with various online notary companies for the customer's convenience, all payments to the online notary are done directly with them. If you chose to do a walk-in notary we provide a list a notaries in your  area. The customer contacted us directly and requested a refund which we have provided in full. 

• Initial Complaint

  Date:08/02/2024

  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 May 28th I ordered three birth certificates for my brother, I paid $101 for three certificates and additional $25 to have the application notarized. Vitalrecordsonline submitted the application to the state, which was supposedly received on June 3rd, they told me to wait six weeks to receive the certificates. I reached out in July, as I had not received anything still, they told me it would be any day that I receive them. I waited until August 1st and requested a refund, they advised me to contact the state of Texas directly, I call and spoke to ***, and she could find no record that an application was submitted- she searched for name, ***, SSN, address, and nothing came up. I reached back out to vitalrecordsonline to get a refund as it has been over 8 weeks and I still have not received the goods I paid for. I was told it was not too late to get a refund. This was completely mishandled, and I do not recommend using this site to order any document. I would like the $101 I paid for the birth certificates refunded so I can drive down to the city and request them in person.

  

  Business Response

  Date: 08/15/2024

  I have spoken with the ************************ The reference number for your application is P222483. 
  Our check # ****** was cashed on June 3 2024, and they informed me that it is still in process. If you have any questions you can contact them directly at ************.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22082231
  
  I am rejecting this response because:

  I received a letter that the wrong form was used during my online application and that I have to get a new version notarized. I paid $25 for an online notary through this service 

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

  

  Business Response

  Date: 09/09/2024

  This application has been fully refunded. 

  Customer Answer

  Date: 09/10/2024

   
  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:07/31/2024

  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 *********** with vital records online. They said it would take up to 6months . I called them after 6months with my application number and they stated they cannot locate. Contact the *******************. NY Heath ********** does not recognize either? Why is the Vitalcheckonline website still doing business up and running??? Especially if the state knows its fraudulent?? I mean look at the reviews on Reddit?

  

  Business Response

  Date: 08/23/2024

  Our records indicate your application was mailed to the New York State Health Department on January 3rd. NYHD deposited our check #55412 on March 1st. Orders are processed in order of receipt. We have noticed that many of the different health departments are experiencing longer than usual delays due to the upcoming Real Id deadline and and a uptick in travel. 

  Customer Answer

  Date: 09/04/2024

   
  
  Complaint: 22070843
  
  
  
  I am rejecting this response because:
  
  
  false information. They are giving me a confirmation code that NY government (that is where my birth certificate is from )does not recognize . They claim they are a third party and waiting 6months. They never gave me a refund. I called Amex and they supplied the refund. Scammers!

  
  Sincerely,
  
  
  
  Daniel Sepulveda

  

  Business Response

  Date: 09/30/2024

  Thank you for bringing this matter to our attention, and I deeply apologize for the difficulties you've encountered in obtaining your birth certificate.
  Our records indicate that your order was placed on Dec 23, 2023, and while the expected processing time can indeed take up to 6 months, I understand how frustrating it is that both we and the New York Health Department have been unable to locate your application.
  We take these concerns seriously and want to assure you that we are not associated with any fraudulent activity. Our goal is to provide reliable service, and while occasional delays and issues can happen, they are not reflective of fraudulent behavior. As a resolution, we have issued a full refund for your application.
  We are actively looking into what may have caused this issue with your application and will do everything we can to ensure that it does not happen in the future.

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22070843, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Daniel Sepulveda

• Initial Complaint

  Date:07/31/2024

  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 April 19, 2024, I requested a copy of my daughters birth certificate in ***** I live in ********. I needed to go through the process of getting my request notarized which I did. I had to renew my license and I went to get a copy of my birth certificate and found out that my middle name had been spelled *** and I had been told it was ***. So I had to pay for two notarizations since my middle was mis-spelled. So once I did pay for it a second time I haven't received my daughter's birth certificate and it is about to be August. I tried to work with them but it had not concluded. Now they want me to pay for a third notarized for a reason that is still not clear. I am very tired of getting the run around with them. I still haven't received my daughter's certificate or money back for both the notary and her birth certificate. Please help me get back the money or my daughter's birth certificate. Thank you.

  

  Business Response

  Date: 08/14/2024

  Some states require the application notarized, as a courtesy  we have partnered with a few online notary companies. The payment for the notary is made directly with the notary company if they chose to do a online notary. The customer can also choose to have their document notarized in person, which is that case we send a list of notaries near them. The notary is a requirement by the ***************** in ***** and will not process without it. In this case, the applicant used a different spelling on her application than what is on her driver's license. Texas will not accept the application if the ** does not match. After speaking with her we changed the name to match the **. However, this meant the application needed to be notarized again. We have not yet received the new notarized application, she only resent us the original notarized application on June 5th. Which will not be accepted by the Texas *****************. We asked her on June 12th if she wanted a refund , we sent another email later the same day and asking her to call us and we have note received a response. 
  We have now processed a full refund for her application.

  Customer Answer

  Date: 08/14/2024

  I paid more than $51 for the both of the notarize as well as a copy of her birth certificate. which now the company is wanting to pay me $51 of the fees that I have paid which were more than $51. Thank you.

   

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22070636
  
  I am rejecting this response because:

  I paid more than $51 for the both of the notarize as well as a copy of her birth certificate. which now the company is wanting to pay me $51 of the fees that I have paid which were more than $51. Thank you.

   

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

  

  Business Response

  Date: 08/15/2024

  In order to complete your application it needs to be notarized with your name matching your id. As you have refused to provide us with that information there is nothing else we can do.

  A full refund has been processed. 

  
  You can send the completed application to the following address which is listed on the form. 

  DSHS - VSS
  PO BOX 12040
  ******, TX 78711-2040

• Initial Complaint

  Date:07/29/2024

  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 my sons birth certificate from VRO. I paid for expedited processing and shipping. I have now found out that they simply take my order and order from vitalcheck who actually is contracted with New Jersey. Vitalcheck said my order came in on July 18 with no expedited service added. My original order was on June 26. So expedited processing was never applied by VRO, they bully themselves in with gorilla style marketing to seem legitimate and charge for services that they do not apply. I will not receive my sons birth certificate until the end of August at best. VRO when I called pretended to have connection issues, and refused to refund my money.

  

  Business Response

  Date: 07/30/2024

  Our records show the application was delivered on July 12th. I'm not sure why they told you July 18th and it seems they have not yet deposited our check. It seems they are holding your application. We have issued you a refund

• Initial Complaint

  Date:07/26/2024

  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 used the service to get birth certificate they say it was submitted yet it's been 3 months. I've since gone to ************ health records to receive one. I've asked for a refund but they say it's been filed, but the supply zero tracking or proof that they've filled there obligations. It should only have taken 2 weeks. Not 3 months.

  

  Business Response

  Date: 07/30/2024

  Our records show it took some time to receive all the required documents needed to process your application. With that being said once we received all of the information and mailed it to the ***************** to date our records show they have not yet cashed our check sent on May 14th, and we have refunded your application fee in full. 

   

  Customer Answer

  Date: 08/13/2024

   
  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,
  
  ***************************