Complaints
Customer Complaints Summary
- 247 total complaints in the last 3 years.
- 165 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:06/12/2025
Type:Delivery IssuesStatus: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.
Placed my order in April for my birth certificate and now we are in June application says 6 to 8 weeks been longer . Shows completed on Vital records but has not been shipped and no tracking order no. I request to speak to a supervisor and she said there isn't one . Not until next week. I spoke to a *** in *****. She was not helpful. I asked for refund and stated she could not.Business Response
Date: 06/18/2025
Our Check #****** in the amount of $22 was mailed to the ***************************************** Vital Statistics on April 25, 2025. Our records confirm the check was cashed on April 28, 2025.
The standard processing time is approximately 56 weeks; however, many health departments, including *****, have been experiencing higher than usual volumes due to the upcoming Real ID deadline.
I have submitted a request to the *********************** for an update on your order. They will email you directly with the most current status.Initial Complaint
Date:06/10/2025
Type:Service or Repair IssuesStatus: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 02/27/2025 I placed an order with vital records online and had to submit proof of who I am to get a copy of my son's birth certificate from *******.. today ********** I contacted the health department to check and see why I have yet to receive anything and was told that they have no records of anything being sent and that vital records online was a scam. When I called back to VRO they gave me a check number and said that the health department has already cashed the check and told me to call them again and talk to them. After multiple calls back and forth I finally called VRO back and asked to speak to a supervisor after being placed on hold for *************************************************************************************************************************************************************** that they would not refund the money and that they were not a scam but yet could not tell me what's going on with the birth certificate or even why the health department is saying that they have no record of them. Finally hung up the phone because they were refusing to help me or refund my money.Business Response
Date: 06/18/2025
Your application was submitted along with our Check #****** in the amount of $10 to the ********************************** on April 28, 2025. Our records confirm that the check was cashed on May 16, 2025.
Please note that the average processing time for Indiana is approximately 1216 weeks, and applications are processed in the order they are received.Customer Answer
Date: 07/02/2025
Complaint: 23449588
I am rejecting this response because: the state of ************************* claims they never received anything. And also stated the receipt for the check they are claiming was cashed is invalid and they have no connections with the said company. We paid almost 40$ for the birth certificate so Im confused on how they came up with 10$
Sincerely,
******** *******Business Response
Date: 07/07/2025
Our check to the ***************** was cashed on May 16th, and your application will be processed in the order it was received. Please note that processing times were provided prior to checkout.
Since the ***************** has already accepted and deposited the payment, we are only able to refund our service fee at this time.Initial Complaint
Date:06/10/2025
Type:Product IssuesStatus: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 this company to order copies of my birth certificates on 2 different dates. I paid $137.65 on 03/06/25 and $127.65 on 04/08/25. I've included the tracking information for the 04/08/25 order. The information shows that they sent my order to an office that was closed. I contacted ************************** and told them my order had never been delivered and they just kept responding that it will take 10 to 12 weeks to process (see email thread) I asked them how could the order be processed if it was never received by NY State. They said I need to contact **** because it's not their problem even thought they sent it to an office that was closed. I called the ************************** and after being on hold for 3 hours, was told they never received either one of my orders. I was not in their system at all. Obviously Vitalrecordsonline.con failed to deliver both of my orders. I asked for a refund and they laughed. I said I would file a complaint and again they laughed and said that I am welcome to file a complaint which I am now doing. I'm requesting a refund for both orders since neither one was processedBusiness Response
Date: 06/18/2025
For application VRO1793651, our Check #****** in the amount of $60 was sent to the *********************************** on March 10, 2025. Tracking confirms it was delivered on March 15, 2025; however, our records indicate the check has not been deposited.
For application VRO1833740, our Check #****** for $60 was sent on April 14, 2025. Tracking shows an attempted delivery on April 20, 2025, but the business was closed. It was scheduled for redelivery the following day, but this check also has not been cashed.
Given that the standard processing time for New York is 1012 weeks and neither payment has been processed, it appears there is an issue. As a result, we have issued a full refund for both orders.Customer Answer
Date: 06/20/2025
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:06/09/2025
Type:Order IssuesStatus: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 site Vital Records to receive a copy of my birth certificate. They stated it was located and I needed to send in a notarized letter proving my identity. I did that nearly two weeks ago with no follow up communication. I emailed multiple timed and called multiple times and left a message with no response. Paid $120 for the service and it appears to be a fraudulent company that takes your money and simply never provides the actual documents or communicates. I have requested a reimbursement form them twice with no response.Business Response
Date: 06/09/2025
*************, ********** requires that applications be notarized in person in order to be processed. Which had not been received.
We did receive a refund request earlier this afternoon from *********************** However, your application was submitted under ************************ We sent a response confirming that the refund had been processed, but the message was returned as undeliverable.Customer Answer
Date: 06/09/2025
I am satisfied that they are processing my refund. However, this company is lying and should be looked into. I submitted my request for a refund verbally last Friday and then via website at 11am today and heard NOTHING yet they processed my refund RIGHT AWAY at 6pm AFTER receiving an email from BBB no questions asked. That is beyond odd and leads me to believe they would have simply kept my money had I not involved BBB. Thank you for contacting them.Customer Answer
Date: 06/09/2025
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:06/04/2025
Type:Product IssuesStatus: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 would leave negative zero stars if it was an option. Warning do not use this company Vital Records Online! They are a TOTAL SCAM. They are NOT a government agency but a third party organization. I have been waiting more than 6 months to get my NYS issued birth certificate through them. They sent me a bogus Order Number VRO1687926 stating that my birth certificate had been processed. The amount of stress and aggravation this has caused me waiting on a birth certificate application request which has never been received. I had to cancel a trip to the ** to visit family because I was unable to complete the US Passport requirement. VRO is non responsive and now they tell me they cannot offer me a refund. So now I have to open up a dispute with my bank for the $82 charge from VRO. I have been advised to contact the Attorney General in my State (**) and report them to Internet crimes in mail fraud crossing state lines and falsely selling things that they don't ever provide because I was told this is a felony charge. After dealing with all this I decided to actually call ************** Of Vital *********************************** at: ************ and was informed by their Representative of this: Upon an extensive review, the order number that you provided to us from the third party VRO does not correspond to any orders processed through the New York City Office of Vital ***********************************.Business Response
Date: 06/11/2025
Our website clearly states that we are a third-party provider. Since you were born in one of the five boroughs, your application is not processed through the State of ************ ************* handles these requests. As such, the state would have no record of your application
Please note that our orders to ************* are submitted by mail, which may contribute to longer processing times, and your order number with us would not apply to their system. Many credit card issuers have limited refund windows, and it is standard practice not to process refunds beyond those time frames.
We have issued a full refund, as shown in the attached documentation. However, if you disputed the charge with your card issuer, it could potentially reverse the refund we processed on our end.Customer Answer
Date: 06/11/2025
Complaint: 23416389
I am rejecting this response because:
Sincerely,
******* ******Business Response
Date: 06/11/2025
A full refund has been processed, there is nothing additional we can provide at this time.Initial Complaint
Date:06/03/2025
Type:Product IssuesStatus: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 was looking for the quickest way to get my daughter's birth certificate so she could start school. I went online and according to Vital Records Online website they have a processing time of 4-5 days and I even paid extra money for expedited shipping. The total I paid on April 10th, 2025 was $92.65. On April 22nd I reached out to their live chat line asking why I hadn't received her birth certificate yet and also asked why it hadn't even been approved. I received a prompt response and they claimed there was a high volume of applications and they couldn't give me a guarantee of when it would be approved/delivered. On May 14th,15th, 19th and 21st (plus I believe 2 other times in that month that weren't recorded) I had tried to reach their live chat line and each time I was unable to get through and could only write emails. I have all emails as proof of their negligence and blatant lies on their site. I requested a refund and cancellation of the application since I found an alternate route to receive her birth certificate that was prompt. They have denied me that and I want retribution. Even if I don't get my money back, at least to report them for false advertising as it's been almost 2 months and I still haven't received a birth certificate from them. Their customer service is the worst ive experienced from complete lack of communication to claiming they can't do a simple refund, they are intentionally deceptive and i believe they are a quick cash grab with no care of being quick as their site states.Business Response
Date: 06/09/2025
Your application was originally mailed with our Check #****** in the amount of $32 to the Shasta County Recorder on 04/11/2025. Although the address used was correct, the package was returned to us as undeliverable.
We re-mailed the application on 05/28/2025, and it was successfully delivered to the ***************** on 06/05/2025. As of now, our records show that the check has not yet been cashed.
While the delay was beyond our control, we sincerely apologize for the inconvenience. As a courtesy, we have issued a full refund.Customer Answer
Date: 06/09/2025
Complaint: 23414105
I am rejecting this response because I believe this company uses deceptive tactics and should be held accountable.They claim they mailed the request for the record on 4/11, but it was marked undeliverablesomething that was never communicated to me. Despite reaching out multiple times through their helpline, I only ever received one update during an initial live chat on 4/22. After that, there was complete silence.
It then took over a month for them to even attempt to re-send the record via email on 5/28 according to them. Throughout this entire process, they have continued to shift blame rather than take responsibility for their own lack of communication and delay in action.
While I do appreciate that the refund was issued, I am still dissatisfied overall. I believe this company **** a formal apology acknowledging their poor handling of the situation. As a business dealing with sensitive personal documents, they should hold themselves to a much higher standard.
Sincerely,
******* ******Business Response
Date: 06/11/2025
Due to the Real ID deadline in May, all state and county Health Departments experienced a significantly higher volume of applications, resulting in extended processing times. Unfortunately, we were not aware that your application was being returned by **** until it was actually received back at our officebased on our experience, this return process can sometimes take 23 months. We apologize for the inconvenience this caused. As previously communicated, your application fee has been fully refunded.Initial Complaint
Date:06/03/2025
Type:Product IssuesStatus: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 over a month ago and was told it would arrive in 10 business days. I paid for expedited shipping and never received it. I got 1 email stating there was a problem with the notary. When I called them, the agent said to ignore the email and everything was fine with the notary. 2 months later they never sent anything. I got a refund and will never do business with them again.Business Response
Date: 06/04/2025
Our records show that your order was placed on May 7, 2025. You contacted us on May 8, 2025, at 11:02:19, at which time your documents had not yet been reviewed. During that call, we explained the application process.
Later that day, after reviewing your documents, we sent you an email on May 8, 2025, at 16:37:58, advising you that there was an issue with the notary.
We have no record of any further calls until June 3, 2025, at 13:34:51, when you requested a refund. That refund was processed immediately on June 3, 2025, at 13:35:04.Initial Complaint
Date:06/02/2025
Type:Order IssuesStatus: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.
They charged me $50 for my birth certificate and even paid extra for the faster delivery. I get the ***** today and it's the application they want me to send to the records department. They scammed me into paying $50 for a filled out application I have to send in myself. I could have just went down there and done it myself for cheaper. They claim they will get you your records fast but it's all a lie. You are paying a lot for them to fill out 1 paper and an envelope to send it in. They do nothing but claim they will get your records in 2 days. It's all lies and a rip off. I'm looking to see what other actions I can take against these scammers.Business Response
Date: 06/09/2025
This application has been fully refunded.Customer Answer
Date: 06/11/2025
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:05/30/2025
Type:Product IssuesStatus: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.
Said company took 164 dollars for certified copy of California birth certificate, expedited service.Said company did not provide service. ************ refused to refund total amount. Only half.Business Response
Date: 06/04/2025
The information you provided indicates your purchase was made through *******************************************************. We are ************************** and have no affiliation with that company.
Please contact ******************************************************* directly for assistance with your order.Initial Complaint
Date:05/30/2025
Type:Product IssuesStatus: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 for my daughter on ***************. I received an email April 14th stating that my driver's license which I needed to use for identification, was not legible. I resent it that day requesting acknowledgement that it was received. I heard nothing. I sent another email April 22nd, after not hearing anything, where it was confirmed that my application had processed in the 21st with no explanation as to why it took a week. The website says 21 days from processing. When I didn't receive the birth certificate 21 business days later, I sent an email asking the status. I was then told that the application was received on April 25th and that there would be a 21 day processing in addition to another 3-7 days from THAT date until I got the actual birth certificate in my hands. That is not what was advertised. I ended up going to a different website to obtain the birth certificate which I received 3 days ago even though I requested that one the first week of may. As of today's date of 5/30/2025 I still have not received a birth certificate from this company from a request that I made on April 11th. I want my money returned in full and the company is refusing to give it to me because they are stating that everything is still in process. That does not matter to me because they did not deliver as advertised and I needed that birth certificate timely. If I had not ordered from this other company I would still be waiting and next week would be too late to have this birth certificate. I've contacted the company several times and they keep giving me the same answer. That it wasn't received until April 25th and that I have to wait. I'm trying to figure out why it took 7 days to process when they had no problem taking the money out of my account on April 14th.Business Response
Date: 06/11/2025
Due to the Real ID deadline in May, all state and county Health Departments experienced an unusually high volume of applications, which led to extended processing times. As a courtesy, we have issued a full refund for your application.Customer Answer
Date: 06/11/2025
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,
***** ******
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