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:07/25/2024

  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 May ******* I had went to vitalrecordsonline.com and ordered a birth certificate paid for it via debit card. June 15 came around still no birth certificate and I have reached out to them and they had said that it's in processing with the state of *********..July 15 2024 I reach out to them 2 days a row about not receiving my birth certificate and that I wanted a refund they denied it because it's in processing. So I went to there website and researched the refund policy and called them back. Still denied me my refund. So as of today I had called the state of Wisconsin health ***** Again still no application about my birth certificate. I am disputing the payment with my Debit card.

  

  Business Response

  Date: 07/30/2024

  Our records indicate your application was mailed to the ****************** However, upon further review I see the Wisconsin has not yet cashed our check # ******.It is well past the processing time and we have processed a full refund.

• Initial Complaint

  Date:07/20/2024

  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.

  -Ordered my birth certificate on 6/25/2024 through Vital Records Online (VRO) their website vitalrecordsonline.com paid $39 . Was told would be my birth certificate within 2 weeks.- Contacted VRO on 7/3/2024 because i had not received it was told they had mailed my application to *******'s Vital Statistic and it was delivered on 6/25/2024 and was received by them on 6/29/2024 that I should receive it in a few days.-Contacted VRO on 7/15/2024 because I still have not received my birth certificate. was told it was received by Florida's Vital Statistic. that it should be here - 7/17/2024 I called Florida Vital Statistics and was informed NO SUCH ORDER was received. they checked back 6 month and said there has been no order for my birth certificate. - 7/17/2024 I called VRO and they told me I needed to wait 2 more weeks. I needed my birth certificate for international travel for surgery this has caused me to have to pay to change flight / hotel / even my surgery date

  

  Business Response

  Date: 07/30/2024

  Our records indicate your application was received by the ************************* on June 25th and you should have received it. However, upon further research I see our check   does not appear to be cashed as of yet. We have refunded your application fee as we further research the delay.

  Customer Answer

  Date: 08/12/2024

   
  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:07/19/2024

  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 an official copy of my birth certificate ASAP so I paid extra for expedited service. The total was $99 for a simple copy of my birth certificate. I found out later from this VRO company that the state of ********, where they sent the request, takes 6 months to process a request. VRO simply expedites the request they send to the state. Paying a premium to expedite a 6 month process by a few days or even a few weeks adds no value. By not providing this information to customers gives a false sense of urgency. Profiting from this is not a good business practice. Had I known it would *********** months I would never have paid extra for expedited service. I asked VRO for a full or even a partial refund. They will not refund anything because their customer support fully believes they have provided a service when they have actually providing nothing. No value at all. VRO is going to say that the time it takes to process the request by the state of New York is not their fault. I generally agree but they need to use common sense and be reasonable and fair. They should not let their customers pay extra for expedited services if it takes many months for the state to process. Its a dirty secret they are not wanting their customers to know.

  

  Business Response

  Date: 07/29/2024

  Good Afternoon, Our website contains all of the processing times for each state. We are sorry you feel that you have been mislead. We have issued you a refund for the expedited processing for $20. Our records indicate the ***************** cashed our check #****** on July 10th and is in line to be processed. 

  Customer Answer

  Date: 08/09/2024

   
  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:07/18/2024

  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 requested and paid for a replacement birth certificate 05/03/24. It is now 7/18/24 and no document. I called the county records who had no record of request and advised me to contact ********************* I did that today. No request from anyone. So I placed Another order directly and Paid again! I then finally found a working phone number for VRO and requested a refund with cancellation as per their policy: Home Delivery packages, you may cancel your order within 120 days from the day of purchase, if the package has not been used. The agent stated the order was sent and I could not get a refund. I have had multiple emails stating the need for further documentation ( SS# and pay slip) and submitted them. I have had my identity stolen before and feel it is happening again.

  

  Business Response

  Date: 07/29/2024

  The original ID you provided your address did not match your mailing address, the state REQUIRES that it matches in order to process an application. We sent you a list of acceptable id's they would take, your social security card was one of several options. We did not receive the necessary information from you until June 18th which is when we processed your application and mailed to the ***************** for processing. Our records indicate our Check #****** was cashed on 07/02/24.  Please note once we mailed your application it was used, we cannot get a refund from the state on the check they cashed. 

  The current processing time for a long form birth certificate is 6-8 weeks. We are still in the processing window.

• Initial Complaint

  Date:07/10/2024

  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 30, 2024, I filled out all the paperwork, used their notary, and paid all the fees to get my birth certificate from *********. After 2 weeks I emailed VRO that I had not received anything. They responded that normally it takes 4-6 weeks. After six weeks I emailed again stating that I had not received anything and wanted a refund. They replied that I was not eligible for a refund and that it could take 2-3 months to receive my birth certificate. It has now been 2 1/2 months. This is contrary to their website. It is contrary to when I was told 4-6 weeks. Very poor customer service Misleading information. I was billed $50.65 by VRO and $25 by their notary. I would like a refund.

  

  Business Response

  Date: 07/30/2024

  Processing times are an estimate and can vary by the number of applications received. The Minnesota website indicates they are currently processing applications received on May 31st. We show our check was cashed on May 14th and they should have just completed your application little over a week ago. You did not purchase a expedited shipping label so your application should have been received this week depending on the **** mail service. 

• Initial Complaint

  Date:07/10/2024

  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 needed to order yet another birth certificate, I have ordered multiple times through the Website VitalChek which was where I initially thought I was ordering from, some days later I realized the website was a sponsored one that popped up when I searched for the actual Vitalchek Website. April 11th is when I placed my order, I had spoken with a representative and relayed what I have stated above and requested a refund, they told me that it was out of their control now that my order had been processed with my states ****************** this was April 23rd, I figured ok I have no choice but to wait. June 16th I reached out to a representative again hoping to get a refund or accurate update seeing as it has never ever taken this long before. It is July 10th and there is still no hope of seeing the document I ordered months ago. I have never had an experience like this and I feel so tricked.

  

  Business Response

  Date: 07/23/2024

  Your application was mailed to the ***************** on April 17th, and orders are processed in order of receipt. You are still in the ***** week estimate for processing and may take an additional 3-7 days to mail.  We do show that our check # ***** was cashed on June 17th which indicates the ***************** does have your order and is working on it. You should be receiving your certificate in the next few weeks. As a curtesy we have refunded our service fee. 

  Customer Answer

  Date: 07/23/2024

   
  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:07/09/2024

  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.

  In early June 2024 I ordered a copy of my birth certificate. I should have seen all of the spelling and grammatical errors on their site as a warning. Also, different emails would be sent to me at the same time with contradicting information. They keep trying to tell me now that it will be ******************************* processes my request. I called **. They're the ones who informed me that I had been scammed by VRO. I mailed a letter to them on Saturday the 6th from my house, and NJ has already received and responded. Meanwhile, VRO keeps trying to drag this out saying that it's NJ's fault. Want to get this information out there so that no one else wastes their time and money.

  

  Business Response

  Date: 07/30/2024

  Our records indicate we have mailed your application to the ****************** However, it does not appear they have cashed our check #******. We have issued a full refund

• Initial Complaint

  Date:07/02/2024

  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.

  March 21, I ordered and paid for my birth certificate online. I still don't have it. I've called, emailed, and today tried to chat online with them, but they never responded to the chat. I attached where it says I'll receive my birth certificate on October 3rd. My order number is VRO1499776. I REALLY need it before then to get my new kind of drivers license required to gly an airline. Please help find out what's going on.

  

  Business Response

  Date: 07/09/2024

  Our records indicate the application was received by the New ********************** on April 15th. Our experience with the ***************** we have seen applications take up to ***** weeks to process. Although we show the application has been received the ***************** has not yet deposited our check and therefore we have issues a full refund as a courtesy. 
  Delivered
  Delivered, PO Box
  ******, NY 12220 
  April 15, 2024, 7:57 am

  Customer Answer

  Date: 07/23/2024

   
  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:06/24/2024

  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 company asks for payment to send an application that can be downloaded on the internet. $43.65 for an unnecessary process. A waste of money and time. I followed the directions they sent, but I have not received any birth certificate from Vital records in **. These people are collecting unnecessary funds, which is a waste of time. Hang up on you, and rip people off by not providing a refund for a process that does not work. I want my money back. I paid them and they turn around and tell me to send more money. This is a bogus process that did not work for me. I need my $53.65 back that has been cashed. They said they have permission to hang up if they don't want to answer your questions. Don't waste your money. I could have downloaded an application online, why would I pay this company $43.65 to send me an application that I still have to pay. Why didn't the payment come out of the money they took. They scammed me and don't want to give me my money back when I received no records with their help.

  

  Business Response

  Date: 07/18/2024

  Dear ******,

   

  We apologize for the late reply but we could not find any record request from you, may it be with your name, phone number or email address.

  We would love to solve your issue if you can provide us with your application ID. Otherwise it is also possible that you are mistaking us for another company with almost the same name.

  Please supply your application ID so we can move forward.

   

  Best regards,

   

  VRO LLC Customer Service

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21894217
  
  I am rejecting this response because: The check was cashed by Vital Records. I spoke to someone at vital records who said that the fee is $24.oo, but my $10.00 check was cashed. I attached pictures of the check.
  
  Sincerely,
  
  N ******

  

  Business Response

  Date: 08/15/2024

  I am unable to locate an order for you in our system by the name phone or email you provided. If you can provide us with our order number or the phone number and email used on the application we can research further. There are several companies with similar names. They do not offer the same UNLIMITED customer support as we do.
  

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 21894217
  
  I am rejecting this response because:
  I am rejecting this response because: The check was cashed by Vital Records. I spoke to someone at vital records who said that the fee is $24.oo, but my $10.00 check was cashed. I attached pictures of the check.
  
  Sincerely,
  
  N ******

  

  Business Response

  Date: 09/09/2024

  We have already replied we do not find an order from you in our system. We do not accept checks so the attached check you provided indicates you went to the ***************** directly and did not use our service. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 21894217
  
  I am rejecting this response because:
  I have canceled cashed by Vital  Records. I just want my money back. It was cashed by vital records.  
  Sincerely,
  
  N ******

  

  Business Response

  Date: 09/20/2024

  I'm sorry, you can reject our response as many times as you would like. Without the necessary information we need to find your application there is nothing we can do. Please understand there are several companies that have a similar name as ours. You may have purchased from another company. 

  There is nothing we can do with the information you have provided so far. 

• Initial Complaint

  Date:06/11/2024

  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.

  Back on April 1 of this year I placed an order ($58.00) for my birth certificate to be delivered to my mailing address in order to have my drivers license renewed on the 8th of this month (June). And I have yet to receive the birth certificate from this company. I need this document delivered ASAP so that I can renew!!????

  

  Business Response

  Date: 07/09/2024

  Our records indicate once we received all the necessary information from you we mailed the completed application on May 9th.  Our records also indicate our check was deposited on June 6th. If there were any issues they would have contacted you directly.  It is well past the delivery time and a full refund was issues on June 17th. We apologize for the inconvenience.