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:04/29/2025
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.
Ordered and paid for premium service on 03/07/25 for $165.00 for my birth certificate in order to proceed with a job requirement to obtain a passport. I kept receiving emails needing more info to complete the process. After finally completing forms and roughly a month later I contacted customer service for an update as I had paid for express service. **************** *** told me they had just processed the order and I should have it in a couple of weeks. This was unacceptable as I was already missing out on a job opportunity within my company. **************** said I could request a refund via email which I did. Meanwhile for ***** with a legit company I received my birth certificate in less than a week. Finally received an email for the refund and was given back $43.00. This to me is unacceptable as I paid for express service and never received my document. Now this scam company has tons of my personal information and I feel uneasy about how that information can be used.
Business Response
Date: 05/01/2025
We take all complaints seriously, and after reviewing the information you provided, it appears that your order was placed through **************. Please note that we are ************************** and have no affiliation with that company.Initial Complaint
Date:04/27/2025
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.
My daughter is trying get her birth certificate for a ID we ordered it on 3/24/2025 I paid extra money for express delivery which it said up to 5 days delivery well it has been over a month and everytime we call they say it has been processed and be delivered in few days or weeks we need this we have a deadline to get her ID the lady I talk to is rude and she is no help at all her name is *****Business Response
Date: 05/01/2025
Your application was mailed with our Check #****** in the amount of $12 to the *****************************. As noted prior to checkout, Arkansass standard processing time is 1017 days. However, due to the upcoming Real ID deadline, ********************************************* offices are experiencing a higher-than-normal volume of applications. Orders are processed in the order they are received. Our records indicate that the check has not yet been cashed, and as a result, we have processed a refund.Customer Answer
Date: 05/01/2025
Complaint: 23257349
I am rejecting this response because:
Sincerely,
***** ******. Not satisfied with this we sent off for birth certificate now 6 weeks ago long enough to have received it I want her birth certificate tooCustomer Answer
Date: 05/01/2025
Also called this business Monday and they was supposed to to call me back and guess what never have received a call or email I want a explanation nowBusiness Response
Date: 05/07/2025
Please note that once an application has been fully refunded, our system does not allow us to make further changes or follow up on its status.Initial Complaint
Date:04/25/2025
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.
Online I sent them $94 for my birth certificate , I was SCAMED. They will not send me it.Business Response
Date: 05/01/2025
We were unable to locate an application in our system using the information you provided. We searched by your name, phone number, and email address without success. To assist you further, please provide your order number or verify the details submitted with your application. Additionally, we recommend checking your credit card statement to confirm that the charge was from **************************, as there are several companies with similar names that also process vital records applications.Initial Complaint
Date:04/24/2025
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 the 22nd of April *************************************************************************************************************** for the work my attorney is doing on an immigration law issue. I fill out the blanks and am required to pay right there and then, plus I still need to pay additionally for a live notary. Long story short I get an email explaining I am not eligible to receive the death certificateokbut then I should get my money back because that was $72 dollars just to be told no, youre not qualified to get the certificate. Im not asking for a refund for the notary ($25)I just want my fee refunded since I wont be able to go further with the order. First of all, before even immediately taking the money, it should be determined that the applicant could indeed get the certificate sought for, and only charging when its approved. I try calling the number provided for customer support and cant get anywhere after 2 hours of waitingI go to the website the robot said to try, which looks highly suspicious and like an illegitimate website (********************************)anyway, I did call my bank because it is stealing to charge a consumer for something they are not going to receive. I hope this can be resolved soon. I just want to be treated fairly. On top of all this there was no order number confirmation to my email so I dont even have that to identify my transactionall I have is the refusal email. And no one has responded to me when I replied to this email.Business Response
Date: 05/01/2025
You disputed this charge with your credit card company, and we accepted the dispute, which means the funds were returned to you through your card issuer. As a result, we were unable to process an additional refund on our end.Customer Answer
Date: 05/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****-***** ****Initial Complaint
Date:04/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
April 15 2025 I paid 89$ to this website of witch at the time I thought it was vital records for az for fast processing and shipping etc. for my birth **************** says give them 1 to 2 business days for processing it has been way my than that so I tried messaging 6hem to find out why my order still says processing or under review an I have tried chat but that sends u to email so I have sent 2 support requests and called ************** no response at this point I just want my $ back but I cant seem to reach themBusiness Response
Date: 05/01/2025
Our records indicate that your application has been fully refunded.Customer Answer
Date: 05/10/2025
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,
Brinca *******Initial Complaint
Date:04/24/2025
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.
1/20/25 ON LINE REQUEST INITIATED CHARGED FOLLOW UP MARCH 2025 FOLLOW UP 4/24/25- PHONE NO LONGER IN SERVICEBusiness Response
Date: 05/07/2025
Your order was mailed with our Check #****** in the amount of $15 to the ************************ and Mental Hygiene on January 30, 2025. According to our records, it was received by their office on February 3, 2025.
The standard processing time is typically 810 weeks. However, due to increased demand related to the Real ID deadline, many health departments are experiencing delays beyond the usual timeframe.
At this time, our check has not yet been cashed. As a courtesy, we have issued a refund for your application.Customer Answer
Date: 05/20/2025
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:04/22/2025
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.
I ordered a Birth Certificate with Vital Records Online on 3/18/25. I paid them $100.00 on 3/18/25 and have proof they accepted the payment from my credit card statement. They sent me a package to have Notarized with their vendor, Proof. They charged me $25 and I have proof of payment. I have been trying to get an update on my application for 2 weeks and they have been giving me the run around saying they have no record of my application or order number even though i have an account ******************** on their website and an order number from the website as well as via text message. They are saying my order does not exist even though the status of my application on their website says it is Under Review. I have communicated with them via email for 2 weeks and they keep sending me a link to finish the application but the application is finished per their website. Today, they email me back and tell me my order number doesn't exist, which is a blatant lie. I have called numerous times and no one picks up the phone. I am requesting a full refund of $125.00 from this scam company. This company should be shut down by the authorities for business fraud and theft.Business Response
Date: 05/01/2025
Your application has not been processed because the ********************************** does not accept online notarizations. A traditional notary with a wet signature is required to complete your application. As a result, we have issued a full refund.Initial Complaint
Date:04/22/2025
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.
I ordered a birth certificate paid to have it rushed and they keep asking for information they dont need. It is super concerning that I have given them so much personal information. I was able to get my certificate for a fraction of the price and time from the state of Pa with out uploading documents or personal information. I am very concerned I was scammed.Business Response
Date: 05/01/2025
The ****************************** requires proof of identity in order to issue a vital record. A drivers license is the most commonly used form of identification, though other options are also accepted. Please be assured that we take several measures to ensure all personal information we collect is handled securely and safely. I also see that you contacted our customer service department and requested a refund, which was processed on April 24th.Initial Complaint
Date:04/22/2025
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.
I've been trying to.comtact the business for a refund by my self but they keep hanging up on me before I get to talk to anyone I've sent requests that have gone unanswered I just want my money back and to be done with themBusiness Response
Date: 05/01/2025
We apologize for the difficulty you experienced when trying to reach our customer service department by phone. We have not received any additional reports indicating an issue with our phone lines. Please note that we are also available via online chat and email for your convenience. I see that you were able to successfully reach us on April 22nd, and your refund has since been processed.Initial Complaint
Date:04/22/2025
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.
I needed a copy of my birth certificate. Vital Records is a scam that is found when searching online how to get official records. They charged me $125 for the birth certificate plus required a $25 online notary. They then said my father's name had to be changed so I had to pay another $25 notary fee. This was one month ago and I still don't have the birth certificate! Finally I called the State of Texas and discovered that this happens a lot. Texas only charges $22 and NO online notaries. I was scammed! ****** should remove them from search.Business Response
Date: 05/01/2025
We take all complaints seriously and have reviewed the documentation you provided. It appears that your purchase was made through *****************************************************, while our company is **************************. As such, we are not affiliated with the website from which you made your purchase.
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