Reviews

Review Details

• Review fromAmanda W

  Date: 04/20/2025

  1 star
  
  
  I live in AZ and was born in NJ. I needed a replacement Birth Certificate to get my Real ID. I did a quick Google search and having never done this before, I saw Vital Records Online as the first link for the service. They had good reviews (only on their website) and claimed to be quick with processing. They said the review should only take 1-2 business days and I had started the application on a Monday (4/7). I never got any updates so I reached out myself a few days later (that Saturday) and got a reply almost immediately, so at that point I still had confidence. The reply mentioned that my address on my DL didn't match my billing... My fault completely, sure. They said I could upload supporting docs (W-2, bank statement, utility bill). There was nowhere to do this through the website so I asked multiple times how and it took them a week to reply that I could send them via email. Throughout this, I updated my address on my DL and got a replacement (which is annoying since I need a Real ID still) and I uploaded that... Still no updates on my application. I tried calling once and was on hold for 30 minutes before I hung up. Atrocious customer service in that regard. However, today, 4/20/25, I gave up on them and asked for a refund and they did immediately reply and processed my refund. I still feel sketched out that I sent them sensitive docs via the email. I feel really dumb. If you're smart enough to check reviews outside of the website itself first, consider not using this business. I know I'm partially responsible for the delay with the address mismatch, and I own that. However, the amount of times I emailed for updates especially after sending in documents with my banking information just to confirm it had been handled with care or if it was valid and got no response should give you pause. I hope my only regret is time wasted and nothing more.
  
  

  Vital Records Online

  Date: 04/25/2025

  Hello, ******. 

  Thank you for taking the time to share your experience. We genuinely appreciate your honesty and the opportunity to clarify what happened, as well as address your concerns directly.

  
  First and foremost, were truly sorry for the frustration you experienced and any confusion that arose throughout your application process. We understand how important it is to obtain your birth certificate, especially when under a time-sensitive situation like obtaining a Real ID. We also recognize the additional stress that can come with providing personal documents online.

  
  After carefully reviewing your case, we can confirm that your application was submitted on April 7th. However, during the document review process, our team noticed that the address on your drivers license did not match the billing address provided. As per New Jersey state requirements, proof of identity and address must be consistent and verifiable. This triggered a document discrepancy that temporarily paused your application for your protection. Our team contacted you promptly via email to request additional documents (such as a W-2 or utility bill) to verify your current address.

  
  We understand your concern about not being able to upload supporting documentation directly through the website. While we do offer a secure upload link in most cases, there are certain document types and scenarios where secure email is required instead. In this case, our team should have communicated those instructions more promptly and clearlythere is no excuse for the delay in response, and we truly regret any stress this caused.

  
  Regarding the security of your personal documents: we want to assure you that any files sent to our official support email are encrypted during transmission and handled by trained staff following strict data privacy protocols. We never share or store documents beyond what is required to fulfill the service and comply with state guidelines. That said, your discomfort is completely understandable, and your trust is not something we take lightly.

  
  While we are glad that your refund was processed promptly and without issue when requested, we are disappointed that we were not able to provide you with the full experience and support we strive to offer every customer. Your feedback highlights areas we are actively working to improveincluding expanding communication channels, providing faster response times, and simplifying document submission methods.

  
  Thank you again for your honest review and for acknowledging your role in the address mismatch. More importantly, thank you for holding us accountable where we fell short. We wish you the very best in successfully obtaining your Real ID and remain available should you decide to give our service another chance in the future.

   

• Review fromLatanya J

  Date: 04/20/2025

  5 stars
  Very easy, would recommend this to anyone trying to get a birth certificate

• Review fromMelissa H

  Date: 04/18/2025

  5 stars
  Very easy to follow instructions, it took a few minutes and then I was done.

• Review fromDarcie S

  Date: 04/18/2025

  5 stars
  Easy, fast efficient!! This is the only thing thats difficult because its making me use ten words.

• Review fromDavid D

  Date: 04/18/2025

  5 stars
  User friendly, it was a very useful tool to use!

• Review fromAvis L

  Date: 04/16/2025

  5 stars
  I recommend This process was very fast and very convenient.

• Review fromEdward W

  Date: 04/16/2025

  4 stars
  Easy process but the turnaround time needs to be twice as fast.

• Review fromDavid P

  Date: 04/16/2025

  4 stars
  Quick and easy, navigation is simple and easy to understand.

• Review fromDavid P

  Date: 04/15/2025

  5 stars
  This has been very helpful in requesting the necessary documents we are required.

• Review fromGretchen B

  Date: 04/15/2025

  5 stars
  I found this very easy to follow with the instructions.