Complaints
Customer Complaints Summary
- 260 total complaints in the last 3 years.
- 163 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/31/2023
Type: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.
Dec 26th with vital records online
Business Response
Date: 01/02/2024
Customer satisfaction is our number one priority. This application was refunded in full as requested.
Date: 12/30/2023 15:38:08 Refund reason: Request By Customer
Refund id: ****************Initial Complaint
Date:12/07/2023
Type: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.
Order VRO1418893 - The vendor advised that there were issues with the address. This was rectified on 11/26/23. As of today, I still do not have the records which I paid for. I paid extra for expedited processing and still do not have the record I ordered.- The vendor's app indicates that everything is up to date and when I call, I remain on hold for support but no one answers.- I would simply like to obtain an update on my order as this is time sensitive.Business Response
Date: 12/29/2023
We apologize for the issues with your application. We tracked the package and found that it was delivered to the post office, however, they have seemed to have lost it as there is no current tracking on it and it does not show delivered. We also researched the status of the check we sent for the application and found that it has not been cashed.
We pride ourselves in our application process, however we cannot control lost packages once they have been sent to the post office. We have issued a full refund to your account.Initial Complaint
Date:02/10/2023
Type: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. Not even 24 hours later I called to cancel the order because I found my birth certificate and I followed the prompt to request a refund. I was told by the representative that she could not find my order on file. I was on hold for over 15 minutes. She kept telling me just a few more minutes she was waiting for a response. She then told me that she was going to have to get back to me by telephone in the afternoon. She never got back to me. 6 hours later I received an email saying that my order was no longer eligible for a refund. I feel like I was scammed.Business Response
Date: 02/21/2023
I can see the order was placed on Thursday at 12:38 and was validated and sent to printing at 18:19 same day. When the customer called the next day on Friday at 9:39 the rep was trying to see if they could stop the process in order to issue the refund. Unfortunately it was too late to cancel the order as the application was already in transit to the ****************** They did not confirm the application was unable to be stopped until late Friday afternoon. When they returned to work on Monday they tried to call the customer and left a voicemail and sent him an email advising him they were unable to stop the process. He was offered a 25% discount and the customer would still receive his certificate.
Customer Answer
Date: 02/22/2023
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:11/17/2022
Type: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 August 12th 2022, I placed an order for a Birth Certificate from a company by the name of Vital Records Online. I paid $95 by debit card. After receiving the package from vital records, I discovered multiple mistakes on the documents( which turned out to be an application for Birth certificate, not the actual Birth certificates). I called Vital Records to request a refund and they told me that I would receive a refund within 5-7 days. After 10 days I did not receive a refund so I called them back. They then Backtracked and told me I would have to wait six months for a money order refund, even though they could have refunded my transaction immediately. This company is deceptive and misleading with questionable business practices .I would like my money refunded immediately in order to purchase my Birth Certificate with another company.Business Response
Date: 11/30/2022
We apologize for this inconvenience. We received an IT error while processing this refund and were unable to override it at the time. Our IT department has now found a way to circumvent the issue and the refund was processed. We in no way intended for you to wait for your refund.
Thank you for your understanding.Customer Answer
Date: 12/01/2022
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:09/20/2022
Type: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.
03/01/2022 I paid $59.00 for their service to get my daughters birth certificate. Documents/website processing would be 8 weeks and I should receive the certificate in the mail. After 8 weeks I called to follow up, I was then told over the phone it is taking 17 weeks to process and I couldnt request a refund as my application was received. It has been close to 28 weeks and I have not received what I paid for. I believe this is a massive scam company acting like they provide a service when customers dont need one. Customers like me who have recently moved to the USA are going to be scammed by this company. $59.00 is a large amount for an online document. After my recent follow up, 9/20/2022, via email was told I must contact the department of health and follow up. And that I cannot request a refund. Also to add, was told to wait 17 weeks which is 119 days. Their website says you can request a refund if within 120 days. If I had to wait 17 weeks to receive it then I would not be eligible for a refund which contradicts its website! Biggest scam around! I laid a complaint with my bank and the lady told me this company does not sound legit.Business Response
Date: 10/07/2022
Unfortunately the ***********************'s processing time can be up to 13 months. The credit card processing center does not allow refunds after 120 days. I have sent a request for a check to be sent to the address on file for the refund. (Refund id: *********************
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