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:07/13/2025

  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 paid $58.65 and $63 on 05/23/25 for order VRO1900101 and VRO1900011. For my daughters birth certificate, never get any service or product from this company. I need her my refund back if they cant provide their services

  

  Business Response

  Date: 07/16/2025

  We would like to bring to your attention a discrepancy in the information you provided. You listed your name as *** ***** ***, while the mothers name you entered as ***** *** **** We have made multiple attempts to contact you regarding this inconsistency, but have not received a response.
  Unfortunately, we are unable to proceed with either application until this issue is resolved.
  Please also note that the normal processing time for the ********************************** is 1416 weeks. However, due to an unusually high volume of applications, processing times are currently significantly delayed.
  To avoid further inconvenience, we have gone ahead and processed a full refund for both applications.

  Customer Answer

  Date: 07/16/2025

  I accept refund, they should, cause I never received any response from them,unless they can provide evidence which shows they have been contacting me all the time, and I never replied . The fact is I never had any email or voice mail call from them for additional information required. I keep all my records, we only start to have conversations about my case recently after I filed case to BBB, which is I really appreciate BBB, also I dispute those transactions by my side . because too long. My old bank card not use anymore, they refund to my old card, I cant receive it, I replaced new card for while, so I dispute from my bank side, all they need to do is accept. Thank you so much !BBB

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23594333
  
  I am rejecting this response because:I accept refund, they should, cause I never received any response from them,unless they can provide evidence which shows they have been contacting me all the time, and I never replied . The fact is I never had any email or voice mail call from them for additional information required. I keep all my records, we only start to have conversations about my case recently after I filed case to BBB, which is I really appreciate BBB, also I dispute those transactions by my side . because too long. My old bank card not use anymore, they refund to my old card, I cant receive it, I replaced new card for while, so I dispute from my bank side, all they need to do is accept. Thank you so much !BBB
  
  Sincerely,
  
  *** ***

  

  Business Response

  Date: 07/22/2025

  A refund was requested and has been provided. There is nothing further for us to do at this time.
  

  Customer Answer

  Date: 07/22/2025

   
  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:07/12/2025

  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.

  On *************, I ordered my birth certificate from Vital Records Online. I filled out their order form, they charged me $153 and then sent me an order confirmation that said my form was incomplete. If the form was incomplete, why did they charge me anything? When I went to the link that they provided to complete my order, the page kept looping me back to the beginning of the form and I was never able to complete the order. It says that they are reviewing my order and I would be notified when my form is ready to sign. I never received any email and I sent them numerous emails trying to get them to complete it over the phone but they kept saying that this order was not from their website. The attached form says for me to wait for the review but it is July 12th, a full month from the date I ordered the certificate. So I would like my money back.

  Customer Answer

  Date: 07/12/2025

  I attached a copy of my financial institution record of this purchase. I called the phone number and it says it is VITAL RECORDS on the message. When I told them this, they still said that this company is called VitalUS so there seems to be a discrepancy between the identifier on this text phone number and the identifier of the company on their message. I think this is how they are getting away with saying that their company is not the company I originally ordered the birth certificate. I ended up ordering the birth certificate from VITALCHEK who told me that VitalChek is the only company who is authorized to process requests for birth certificates so this is  how I know they are scamming me.

  

  Business Response

  Date: 07/16/2025

  Thank you for reaching out. We take all complaints seriously and appreciate the opportunity to assist you.
  After thoroughly searching our database using the name, phone number, and email address you provided, we were unable to locate any matching records. Additionally, the order number you referenced does not appear in our system and does not correspond to any orders placed with our company. Also, the back up you provided does not reflect the confirmations we send. 
  Based on this information, it appears your order may have been placed with a different company that is not affiliated with us.

  Customer Answer

  Date: 07/17/2025

   
  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:07/11/2025

  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 placed an order for my birth certificate in April and paid $112.65, plus an additional $55 for expedited processing. After not receiving any updates, I contacted the company in early June and was told the request was still processing. Following my complaint, the $55 expedited fee was refunded, but I have still not received the birth certificate, nor any clear communication or ************* of July, it has been several months with no delivery of the document I paid for, and no accountability from the company. This lack of transparency and failure to deliver the service I purchased is unacceptable. I am requesting a full refund of the remaining $112.65 and urge BBB to review this companys practices, especially considering they are promoted through a government-affiliated site.

  

  Business Response

  Date: 07/16/2025

  Thank you for your recent inquiry. Id like to provide clarification regarding the two application numbers you mentioned:
  Application VRO645538
  Date Submitted: 08/31/2020 at 17:09:55
  Package Price: $55.00
  Refund Issued: 09/02/2020 at 12:50:45
  When you recently requested a refund for this application our customer service *** could not imagine you were inquiring about something that was almost 5 years old which is why they believed you were missing a digit.
  

  Application VRO1834430
  Date Submitted: 04/08/2025 at 21:11:46
  Package Price: $112.65 (including expedited shipping labels and processing)
  We are currently receiving conflicting tracking information related to this application. Additionally, our records show that Check #****** for $32, issued to ****************, has not yet been deposited.

  To ensure prompt resolution, we have issued a full refund for this application as well.

• Initial Complaint

  Date:07/08/2025

  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.

  They claim to be able to get vital records in 10 to 14 days i was going on a cruise needed my Birth certificate paid them there money ****** still have not got my Birth certificate have called them 4 times emailed them 5 times still have not gotten a responce i just want my money back. This is a scam can you help?

  

  Business Response

  Date: 07/16/2025

  Our records indicate that your application was mailed via **** Priority on June 3, 2025, along with our Check #****** in the amount of $20 to: Vital Records. **** tracking confirms delivery on June 9, 2025, and our check was cashed on June 11, 2025.
  The standard processing time is typically 23 weeks. However, due to the increased volume of applications related to the May REAL ID deadline, many health departments are still experiencing longer-than-usual processing times. Please rest assured that all applications are processed in the order they are received by the state office.
  As our payment to the health department has already been processed and cashed, we are unable to issue a full refund. However, as a courtesy, I have processed a refund for our service fee.

• Initial Complaint

  Date:07/07/2025

  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.

  Date of Transaction *************. Birth Certificate ordered for my child. It was never received and the web site is still saying under review. I have since had to go to my local office and get a birth certificate at an additional cost. My local office explained to me how Vital Records Online mimics VitalChek and that they have received numerous complaints.

  

  Business Response

  Date: 07/07/2025

  We found an order in our system that matches the name, email, and phone number you provided; however, it dates back to July 14, 2021. The application was started but was never paid for, so it was not processed.
  Please review your confirmation details to ensure you're contacting the correct company. To assist you further, we would need either your order number or the exact contact information (name, email, and phone number) used when the application was submitted.

• Initial Complaint

  Date:07/03/2025

  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 a birth certificate for my son on ********** still have not received it vital records told me that his birth certificate was in ******* wash at health **** I called there and gave the health **** my order numb she said it wasn't there and the order numb I gave her wasn't what they do in ******* and basically said I was being scammed vital records said I his cert wouldn't b here till Aug I want a refund but they won't give me a refund

  

  Business Response

  Date: 07/07/2025

  The original copy of your ID was blurry. Once we received a clearer version, your application was mailed with our check (#******) for $25 to the Department of Health (DOH) on May 27, 2025. Our records indicate that the check was cashed on June 3rd.
  Please note that the processing time for Washington is approximately 810 weeks.

• Initial Complaint

  Date:07/01/2025

  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.

  This company says they can get death certificates and mail them to the requesters home. I paid $69 on April 17, 2025 and was told it would take 8-10 weeks. We are now 12 weeks out and no sign of the requested items. **************** # has a wait time of 30 minutes or more each time I've called. I have had no response from my emails to them other than generic responses that the order has been processed and it is arriving in the days/weeks ahead(their wording, not mine).

  

  Business Response

  Date: 07/07/2025

  Due to the REAL ID deadline, many health departments experienced a larger-than-normal backlog, resulting in extended processing times.
  Our records show that your certificate was delivered to you on July 5, 2025. You can view the tracking details using the following number: *******************************.

  Customer Answer

  Date: 07/18/2025

   
  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.  I received the death certificates a couple days after I filed this complaint.  I'll never use their services again though.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/30/2025

  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 paid $84 for my birth certificate on ************ with Vital Records Online. I also paid for an online notary they required. Im now at four months. The company says it sent my application to the health department in 3/17/2024. The ********************* states they have not received the application. **************** at ********************************************* is useless. They just keep telling me to call the health department. I have repeatedly requested a refund since they did not provide the expedited service I paid for or really any service at all, since I still do not have my birth certificate. They refuse to do anything and just keep telling me to call the health department. This company needs to be investigated for fraud.

  

  Business Response

  Date: 07/09/2025

  Your application was mailed with our Check #****** in the amount of $15 to the ******************************************* on March 12, 2025, and was delivered on March 17, 2025, at 10:26 AM.
  Due to the REAL ID deadline in May, most health departments are experiencing an unprecedented influx of applications, which has significantly increased processing times.
  As of now, the ******************************* has not yet cashed our check. In light of this, we have gone ahead and issued a refund for your order.

  Customer Answer

  Date: 07/22/2025

   
  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:06/28/2025

  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.

  Requested Birth Certificate. After filling out the form and doing all requirements there has been zero updates, zero contact. Its been 3 months.

  

  Business Response

  Date: 07/07/2025

  We apologize, but the file related to your application appears to be corrupted, and we are receiving conflicting information regarding its status.
  To avoid further inconvenience, I have issued a full refund for your order.

  Customer Answer

  Date: 07/07/2025

  Waiting to see if I actually receive a refund 

• Initial Complaint

  Date:06/27/2025

  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 copy of my birth certificate on ******* for $59. The website said it would be delivered in 7-8 weeks. It is now the 12th week and no birth certificate. I have reached out to them for clarification on delivery to which I have had no response. I have requested a refund, but no response.

  

  Business Response

  Date: 07/07/2025

  The normal processing time is typically 78 weeks; however, due to the REAL ID deadline, many health departments experienced longer-than-usual turnaround times.
  We submitted your application along with our check (#******) for $10 to the Division of Vital Records on March 27, 2025, and it was delivered on April 3, 2025. Our records show the check was cashed on June 13, 2025, and your certificate was mailed to you on June 25th.
  The most recent **** update for your mailing was on June 26, 2025. You can view the tracking information using this number: *******************************.

  Customer Answer

  Date: 07/18/2025

   
  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,
  
  **** *****