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:07/15/2025

  Type:Service or Repair 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 requested GoCertificates.com obtain my birth certificate. They charged me $76.00 and told me the process takes 3 months. After the three months I did not receive anything, I contacted them, and they told me it would be 4 months. Today, 5 months later I contacted them again and they are telling me it will be 6 months. I told them I have gone directly to the vital records office in the city I was born, and they are charging me $10.00 for the document. I am seeking a refund for service that I never received.

  Business Response

  Date: 07/15/2025

  The refund for the order has been initiated and should show credited back to the card you used when you placed the order within 5-7 business days.

• Initial Complaint

  Date:07/09/2025

  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 replacement birth certificates for my two sons through ghost ***************. I paid $38 for each which included processing and faster shipping. Fast shipping was not included. It took two weeks to get certificates sent to me only to have them both typed in correctly my fat sons fathers name is missing off of one certificate, and their birth places are switched. These documents are trash. Ive asked for a refund and have been told the contacts vital statistics vital statistics has nothing to do with their payment they received they want more money to redo certificates I have already paid for. I am requesting my $38 X2 certificates be returned to me ASAP total $76

  Business Response

  Date: 07/10/2025

  We do not offer any expedited shipping with Delaware orders. They are all shipped regular mail. You were given the phone number to the Delaware vital records office because they are who printed and mailed the certificates to you. Generally if there are mistakes on the certificate it is because of something being entered into the vital records system incorrectly at the time the child was born. The vital records office would be the ones who would be able to check and make changes so that the information on the certificates are correct. We are unable to refund the orders because the service was provided and certificates were issued.

• Initial Complaint

  Date:06/09/2025

  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.

  Ordered a valid birth certificate on ***** - told week would receive. It is June 9 and I have not received anything. I have tried leaving messages - they dont call back. I have called. I have also done online chat and they never answer me after hours waiting.

  Business Response

  Date: 06/11/2025

  I will send an email directly to the customer letting them know the status of the order.

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 uses very insecure methods to handle personally identifiable information, including social security number, that could result in the buyer's identity theft. They send a link with NO password or way to change a password to a form that requires one to upload scans/copies of your own birth certificate or other personally identifiable information. They then leave this form open for MONTHS with those attachments included while your request is being processed. So all a malicious person would need is the link from that original email and some very easy to find information to completely steal your identity. When contacted about this vulnerability, the company stated that this is their process and the data is only up temporarily while the state accesses it. When asked to remove my data they again indicated that it could only be removed after their standard 60 day time window.Strongly advise one to not use this company's services unless they change their systems and processes. Also, the company should disclose how they handle this data and make no claims of using "safe" methods before you sign up to their substandard services.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 a birth certificate. They asked for id. As my dl was expired I could not use. They wanted a government I'd with a picture. I sent them Veterans affairs I'd card, which was acceptable on line 3 of their documents. They rejected the I'd even though policy says it is acceptable. They offer no explanation and kept my money. This is happening alot with them from what I read.

• Initial Complaint

  Date:08/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  What is the point of listing contact information if they're not going to use it when they need additional information from you? Our order was cancelled and they would only issue a partial refund. They stated we did not respond within a 30 day time frame, but the timeline for response and what information they needed confirmed was never relayed. They made no reasonable attempt to contact us. The information they advised they needed confirmation on what information originally provided when we submitted it. So basically, give them accurate information, they'll wait 30 days and cancel your order because you didn't know it was your job to call and remind them to do their job. When we checked the status of our order, it said to wait 30 days before reaching out to them. Then when reaching out after 30 days, they said it's been over 30 days, so they canceled our order and will only do a partial refund.

• Initial Complaint

  Date:07/18/2024

  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.

  On June 23, 2024 I applied online through Colorado.gov for a birth certificate and they rerouted me to GoCertificates.com! I have upload the documents they needed 3 separate times via email because there site says Order#G2024-044857 doesnt exist. Its been almost a month and all I get is:Order Tracking If you have a question about the status below you may call us at ************** (Option 1) or email us at ******************************** If your order has already been sent to the state for processing you will need to contact them at the number provided.Progress Bar 2 documents uploaded!Used to be you contacted vital records and got the documents within 2 weeks and now its 3rd party and theres no guarantee if you will ever get the document or your money back! Talk about a scam

  Customer Answer

  Date: 07/30/2024

  I went directly to the Colorado Vital Records and they are processing my order. I would like a refund for the $28.00 from GoCertificates.com. Because they failed to deliver and failed to do their job correctly and I will be filing a complaint with the Colorado Attorney Generals office 

  Business Response

  Date: 07/30/2024

  I'm sorry that we were not able to process the order. It looks like we needed the grandparent to provide a copy of their child's birth certificate. This would show the relationship between the grandparent, their child, and the grandchild to prove that the grandparent is authorized to receive the certificate.  We tried to reach the customer multiple time letting them know this, but never heard back so we were unable to process the order.  I am glad that they are able to get the certificate and I will issue a full refund for the order. It usually takes 5-7 business days to show credited back to the account. 

  Customer Answer

  Date: 07/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 was informed by the Colorado Vital records that my Colorado Drivers License was all I needed to verify who I was to obtain the birth certificate. GoCertificates never told me that they needed my daughters birth certificate to verify. 
  
  Regards,
  
  *************************
  

  
  

  Customer Answer

  Date: 08/16/2024

  I still havent received a refund from this company and its been way more than 7 days!

  Customer Answer

  Date: 08/21/2024

  I still havent received my refund 

  Business Response

  Date: 08/21/2024

  I'm sorry for the error with this. In looking at the notes, it looks like instead of a full refund, a partial refund of $20 was initiated on 8/8 which should have shown in the account within 5-8 business days afterwards.  I've initiated the refund of the remaining $8 today which should show back to the account within 5-7 business days from today.  Please let me know if the refunds do not show in the account and I will have our accounting department check with our credit card processing company.

  Customer Answer

  Date: 08/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22011757
  
  I am rejecting this response because:
  I havent received a single cent towards my refund! 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/03/2024

  Still havent received one cent of a refund!!! They are either lying or they refunded the money to someone else!

  Business Response

  Date: 09/04/2024

  The customer should have received the refund. Let me check with our accounting department who can check with the credit card clearing company to get a receipt/documentation showing the amount was refunded. Once I receive that, I'll email it directly to the customer to keep it confidential.

  Customer Answer

  Date: 09/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22011757
  
  I am rejecting this response because:they still have not refunded me the money and they are lying when they said they had refunded me the full amount or partial amount!
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/12/2024

  As I mentioned in my response on September 4th, I checked into the issue and emailed the customer directly, but have not heard back from her. Apparently we tried to refund to the credit card, but it wouldn't let us so our accounting department mailed a check to the address on the application and that check was returned to us. We would like to issue the full payment, but are having issues getting it to the customer. Has the address changed since the order was placed?

  Customer Answer

  Date: 09/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22011757
  
  I am rejecting this response because: never received any email at ******************* and my address is *************************************************************************************. It was never sent to this address! Either they are lying or they sent it to the wrong person!
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/13/2024

  I will ask Accounting to send another check out this time by certified mail so that we have tracking for it.  The check will be made out for the full amount.

  Customer Answer

  Date: 09/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 $20 check yesterday and a notification by usps delivery driver of a certified letter from them as well. 
  thanks
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:05/17/2024

  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.

  Hello, chatted with ******* have left voicemails have waited on hold for ******************************************************************************** Vital Records has nothing in system for me and doesnt recognize you as auth vendor for this service. Can someone PLEASE tell me what is going on with my order as i would rather not start legal proceedings and chargeback process. Thank you - order #G2024-022813

  Business Response

  Date: 05/19/2024

  The processing time for the order is 6-8 weeks after NYC receives the application and after processing, delivery can take up to 2 weeks. If the customer does not want to wait that long, I can issue a refund.

  Customer Answer

  Date: 05/20/2024

  This response is inadequate as I spoke with a live human being at the ********* of ***** Records and they not only checked and confirmed there was nothing in their system for the names and related information on my order, they FURTHER informed me they DO NOT accept third party submissions thru the mail from ANY entity other than *****Chek.

  When I mentioned Go Certificates defense related to processing times, they answered that yes that is a RANGE for their processing time but they DID check ALL submissions received from May 11th to the current day they were speaking to me (late last week) and have nothing with any of the 3 last names involved in my application.

  Furthermore, attempts to receive updates or confirmation from Go Certificates involved me sending SEVEN emails, leaving FOUR voicemails, being left on hold for 45 minutes TWICE and being sent to 3 different voicemails that were FULL and not accepting new messages.

  Additionally, the phone number they provide for ***** Records is 311 in *** which is a message portal for alternate side parking, trash pickup complaints, noise complaints etc. If ***** Records has a portal online to check order statuses, why are Go Certificates customers not being given their order number to use on THAT portal? There is no recognition of Go Certificates order numbers on the portal to check the status online. Once your order is sent to the entity of the state your document is coming from, there is no way for us as customers to follow up or determine if our request is being handled, processed etc.

  Also when I initially applied and sent all my identifying information no one bothered to confirm everything until I called TEN days later when no status updates were showing and was informed my ID came over blurry and to resend it. Had I not followed up when I did I truly wonder how many days/weeks etc it would have taken for someone at Go Certificates to contact me about this issue.

   

  Finally, all of the above is why I submitted this complaint to begin with. No one wants to be bothered to help once they have your money unless you become the squeaky wheel as I have here having issued this complaint ONLY to get attention from SOMEONE there.
  

  Business Response

  Date: 05/22/2024

  Thank you for the additional information.  I've began looking into this on my end and spoke to the supervisor. After gathering further information I've got 2 others in the company who I need to speak with.  In the meantime, would you like a refund for your order.   Once we initiate it on our end, the refund usually takes between 5-7 business days for your bank/credit card company to credit it back to your account. 

  Customer Answer

  Date: 05/23/2024

  Thank you for the response. Now that I have waited six weeks as of today it is ridiculous to ask me if I want a refund because all I want is this document. I am leaving the country in less than 10 days and needed this for the purposes of documentation for dual citizenship. Are you able to provide what you promised your customer? Answer the question plain and simple. If not then youve totally screwed me out of extremely important actions I need this document amendment for so your commitment to processing this for me is meaningless if you dont actually follow through. *** received snotty dismissive responses from your staff who couldnt be bothered helping me so now that it appears theres an issue and a reason for the delay your only solution is a refund? How does that help me?

  Business Response

  Date: 05/23/2024

  We want to get your certificate to you as soon as possible.  You confirmed that NYC did not receive your order to print/mail your certificate to you so we are unable to do anything further with that order because if we tried to submit it to them again, it would probably not get processed within the timeframe that you need.  I spoke with senior management and it seems that the quickest way for you to get it would be if you would go to the NYC website at ******************************************************************** and place a new order online because they are processed within 24 hours during the week and *** Express mail delivery is available.  Since it is a different website, you would have to pay again, but we will refund your order with us and let us know the additional fees that you have to pay for the new order and we will send a check to you via *** for the additional fees that you have to pay for the new order.  Please let me know and I can initiate the refund today and get the check sent to you via ***.

  Customer Answer

  Date: 05/23/2024

  Please provide proof to me of the submission from you  to the ********** of records requesting my birth certificate. That is what you are saying, correct that you submitted it and they did not receive it correct? I want you to prove that to me. Thank you. why do I want you to prove this to me? Because theres no way theyre going to get it to me in time either if I start a new submission and you know that. What you ARE going to pay for however are the additional fees associated with me filing what I need to file in ******, where I am going, This will include not only the additional fees with the document request but ALSO all postage and processing/expedite costs I will incur as a result as I am thanks to your companys incompetence & neglect unable to do that in person because you did not fulfill your obligation to me. You also need to reassure me that youve trained your staff to pay attention to customers communication related to their issues with orders placed with you. You employee a bunch of disinterested, unconcerned, annoyed, and irritated staff that think customers do not pay their paycheck and have no interest in being accommodating & helpful  whatsoever. This entire situation is inexcusable.

  Customer Answer

  Date: 06/03/2024

  So it has been quite some time since this vendor retailer has had any contact with me. No efforts to remediate my issue have occurred that they have communicated with me.
  

  Can the BBB please reach out to them so we can continue this dialogue so possibly I could eventually end up with this document and perhaps I could take care of it when I return From out of the country? Why Is no one doing their job there? Why is no one making an effort to even communicate with me or try to make things right?
  

  What an absolute s*** show they have going on there. I would like you to reach out to them so they can explain what is going on with my submission and I guess my refund since they cant seem to handle a simple transaction, thank you.

  Customer Answer

  Date: 06/05/2024

  HOLY C*** THIS BUSINESS IS A TOTAL SHAM AND S*** CUSTOMER SERVICE! Please just send me my refund you promised since you CANNOT seem to get your ACT TOGETHER to get my certificate to me! I cannot believe you have stayed in business this long with this garbage excuse for service and order fulfillment. You are a serious disappointment because you cant even OWN IT when you s**** up and do not want to do ANYTHING to help customers you have COMMITTED to take care of.

   

  Absolutely pathetic!

  Business Response

  Date: 06/11/2024

  The full refund was initiated on May 23, 2024.

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair 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 order a certified copy of a Death Certificate on 5 January 2024. My ID verification was completed on 15 Jan 2024. I have yet to receive the document. I have reached out to customer service and was emailed on 30 January that my order was processed and sent to vital records on 15 January. I have yet to receive the death certificate and GoCertificates customer has not responded to my many requests for a refund. Order # G2024-001431. It is a shame that they are even listed on the ******** State web site as a resource.

  Business Response

  Date: 02/21/2024

  The ******** ********** of ****** Health and Environment's Vital ****************** let me know that they aren't able to issue the certificate to you because they need some further documentation. They said that they did send you correspondence about it.  They asked that you call them at ************ Option 4.

  Customer Answer

  Date: 02/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21316123
  
  I am rejecting this response because: No further information was received from Vital Statistics nor GoCertificates regarding additional information needed. When GoCertificates is acting as an agent, they should be bound to fulfill the full conditions paid for and expected by the consumer. They failed to provide follow-up requests and failed to fulfill the purchase agreement. 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/22/2024

  I have reviewed the information as well as the emails back and forth between my staff. I see the confusion with everything and have initiated a full refund for the order.  The refund should show as a credit back to the card/bank account that was used when placing the order. Credits back to the account depend on the card/bank of how long it takes them to post the credit to your account, but we find that it usually occurs between 5-7 business days.

  Customer Answer

  Date: 03/03/2024

  A full refund has been received. 

• Initial Complaint

  Date:02/08/2024

  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.

  On November 13, 2023, my husband and I ordered our birth certificates from GoCertificates (two separate orders). The SCDHEC website lists on their website that the average processing time is 5-7 business days. I messaged the company on 12/30/23 to check on our order status. I was told the order processed on 11/16/23, and that it takes up to 5 weeks for ************** to print and mail the certificate. The representative stated I should be receiving it soon. They provided the number for **************** to check the status of my order. My husband called the number provided a few weeks ago and was told they would let us know something. We still have not heard back. We needed the documents for our passports. Since placing order, we have gone to SCDHEC in person, obtained our birth certificates, and received our passports. We no longer need the certificates we ordered online 13 weeks ago. Together, we paid a total of $51.40

  Business Response

  Date: 03/07/2024

  The certificates were mailed to the customer on 11/17, but the post office was not able to deliver them to the address listed on the application. The **************** office received the certificates returned to their office on 12/19.