Complaints

This profile includes complaints for VitalChek Network, a LexisNexis Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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VitalChek Network, a LexisNexis Company has 12 locations, listed below.

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• 

  VitalChek Network, a LexisNexis Company

  P O Box 1703 Brentwood, TN 37024-1703

• 

  VitalChek Network Inc

  101 Israel Rd SE # Ms-7814 Tumwater, WA 98501-5570

• 

  VitalChek

  1000 Alderman Dr Alpharetta, GA 30005-4101

• 

  VitalChek

  1217 N Pearl St Jacksonville, FL 32202

• 

  VitalChek Network, a LexisNexis Company

  PO Box 10680 Peoria, IL 61612

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:07/11/2025

  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 sought a birth certificate in mid ********** and a marriage license in early May 2025 from the state of **********. For both documents I was linked to Vitalchek for service. I provided the needed documents and paid the fee for the services. My orders were cancelled multiple times. I was provided unclear information as to what was need to complete the transactions. Ultimately Vitalchek referred me to the state entity that provides the document for information because they could not. Vitalchek does not provide a realistic time line for the service. Vitalchek does not provide the correct information or any information in cases about how to resolve issues or find out the status of a case. I was told by the county office that they do not handle the Marriage License and I need to contact the state but even they did not have the contact information for the entity for that document. Vitalchek is the third party that handles multiple government agency's documents but has shown to be inadequate to provide the service. I am filing a complaint because the service is so bad I thought it was a scam. Vitalchek says an expected time frame is ***** days. I have been waiting 2-3 months for my documents and still have not received them. I spoke with a gentleman with the state of California and he said it would probably be the end of July before received my marriage License. ********************** is very misleading in how there service is provided and very difficult to contact. They are not able to resolve or answer questions about difficulties effectively. They are misleading about how they provide there service. The information they provide is the order is cancelled, processing or more information required but they do not have adequate means to address these statuses.

  Business Response

  Date: 07/21/2025

  Hello ******.
  

  Thank you for ordering your certificates from VitalChek and sharing your feedback about the processing time of your order.

  Once you submit your application through VitalChek, we verify all the information and then forward it on to the vital record agency. The agency conducts a search for the actual record and produces the certified copy. And then, once they are done processing the request, they ship it out to you via the selected shipping method. Each agency has its own unique requirements and other factors which may affect the processing time. While some agencies process orders immediately, most process orders in a matter of a few days and a handful of agencies are backlogged and take significantly longer. We're sorry for the confusion and the inconvenience.

  As we reviewed your order, we realized the orders were placed through two different agencies: Kern County Recorder (*********) and California Vital Statistics (202129360).

  (1). Your birth certificate order was placed through Kern County Recorder (**). As per agency details, your order has been cancelled because the Sworn Statement/Certificate of Acknowledgement has not been received. If you wish to reinstate your order, simply fax the required identification copies to ************** and reference the order number listed on your receipt. 
  Please complete all lines of the Sworn Statement/Certificate of Acknowledgement form and ensure that it is complete and notarized. The following information must be clearly visible: Applicant's full name, date, place where the document was notarized, and signature; Notary's state and county of jurisdiction; Notary's name and date (mm/dd/yy); Notary seal. 
  

  (2) Your marriage certificate order was placed through California Vital *************************** is experiencing delays in processing orders (current processing time is ***** business days). If you need status update on your order, please contact California Vital Statistics directly by dialing ************.

  Best Regards,

  Vitalchek Customer Support
  

  
  

• Initial Complaint

  Date:07/10/2025

  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 attempted to order my marriage license online as directed by the state of California's record office from ************************** as I live out of state. My spouse took all copies I had and I need this for time sensitive legal proceedings. I ordered may 12th and submitted the required documentation. It was all submitted by May 20th. The order had an expected shipping date of June 20th. I have reached out to this website support and left multiple messages over the course of a week and a half. I did not receive any answers. They told me to wait. It is now JULY. The only way you can contact them is to ask a question there is no email or phone number listed. I know not every estimate is correct but it is completely inappropriate for them to not be responding to my support requests. There is not longer an estimated shipping or wait time listed when I go to check on the status of my order. It only says your order is processing. I am making a complaint because there is no other way to contact them and I need help. I do not want to have to wait another month just to get this document from another site when this is where i was directed to begin with.

  Business Response

  Date: 07/18/2025

  Hello *********,

  Thank you for your feedback. We sincerely apologize for any difficulties you experienced while ordering your marriage certificate. We apologize that you have been unable to reach us by phone or email. 

  Upon reviewing your order with Los Angeles County Registrar/Recorder (**), we realized that your order was shipped on July 10, 2025. We apologize if you experienced any delays during processing.
  

  Please note that all agencies we partner with require entitlement documentation to ensure the security and privacy of vital records. We are glad to see that your issue has been resolved, and your order fulfilled.
  

  We appreciate your understanding and sincerely apologize for any inconvenience this may have caused.
  

  Best regards,
  VitalChek Customer Support
  

  
  

• Initial Complaint

  Date:07/08/2025

  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.

  I ordered copies of my birth certificate and marriage license from this ********************** on April 12, 2025. I received notice that they were to be sent *** Next Day Air on June 23 to arrive June 24. I never received the document and *** never received it to scan it in to me. Repeated phone calls were unanswered due to heavy call that their business. Online inquiries/emails were never answered. I am out $85.95.

  Business Response

  Date: 07/18/2025

  Hello ****.
  

  We appreciate you placing your order with VitalChek and sharing your feedback.

  We apologize for the frustration and inconvenience you have experienced while ordering your certificate.

  As we reviewed your order, we realized that there is a dispute with your credit card company. As a result of this, we are unable to process any refund until the dispute is finalized.
  

  Best regards
  VitalChek Customer Support

  
  

  Customer Answer

  Date: 07/21/2025

  I disputed with my credit card company, that is why they now have an issue with my credit card. I was billed by them back in ****** *** my credit card company has taken care of me

• Initial Complaint

  Date:07/08/2025

  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.

  Vitalchek is the company used to order state birth certificates and I have been on hold on their ************* customer support number for ONE HOUR and TWENTY-FIVE minutes to speak to a customer service person for the status of my order.I cannot get my money back because I need the birth certificates.The confirmation email they sent me is invalid and does not open so I do not have an order number.This Vitalchek company needs to be checked out please.Regards,***** *****

  Customer Answer

  Date: 07/10/2025

  I called Vitalchek customer service again on Wednesday July 9th, automatically put on hold. I had to hang up after about 35 minutes. 

  I then called my state vital records office and actually spoke with a live person to voice my complaint about Vitalchek keeping customers on hold for hours. 
  The state office gave me the status of my order and after four emails to Vitalchek and two+ hours on hold I now have a tracking number.

  Thank you for your assistance.

  Business Response

  Date: 07/18/2025

  Hello *****,

  Thank you for ordering your children's birth certificate from VitalChek and sharing your feedback about the processing time of your order. We sincerely apologize for any inconvenience caused by the difficulty you experienced in reaching us by phone or email.

  Expedited shipping only refers to the shipping portion of the order process. Once you submit your application through VitalChek, we verify all the information and then forward it on to the vital record agency.  The agency conducts a search for the actual record and produces the certified copy. And then, once they are done processing the request, they ship it out to you via the selected shipping method. Each agency has its own unique requirements and other factors which may affect the processing time. While some agencies process orders immediately, most process orders in a matter of a few days and a handful of agencies are backlogged and take significantly longer.  We're sorry for the confusion and the inconvenience.

  As we reviewed your order, we realized that your order was processed (June 5, 2025) and delivered (July 10, 2025) within the specified time. The processing time for ************ of Vital Records is ***** business days and the shipping time is 1 business day from the date the order was submitted (June 5, 2025).

  Best Regards,
  Vitalchek Customer Support
  

  
  

• Initial Complaint

  Date:07/08/2025

  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.

  On *********** I ordered a certified copy of my birth certificate. The county and state require ordering such vital documents through a third party, for profit, company called VitalChek, a subsidiary of NexisLexis. I was charged approximately $43 for this service. On July 2, 2025, I received a *** envelope. The sender listed was the ****************************. No signature was requested. The delivery person put it in my hands. The envelope was not open or damaged. When I opened it, it was empty. Completely empty. No birth certificate and not one piece of paper such as a receipt. I have filed complaints with both VitalChek and the ****************************. Phone calls to both went unanswered after being placed on hold for 30 or more minutes. Neither of which have provided any indication of opening an investigation or even taking my complaints seriously. VitalChek has repeatedly stated that they cannot take action until I verify my vital personal information via an unsecured and unencrypted email server. It is incredible that VitalChek, who is partnered with numerous government agencies, and who is responsible for the safe keeping of the vital data of millions of Americans does not use secure and encrypted methods of sharing data. Unbelievable! Not to mention the fact that VitalChek collected this very data from me when I placed my order with them on May 22, 2025. One must ask whether VitalChek uses a secure server to collect and share vital data with the government agencies to whom these requests go? My experience and those of the other 700+ people complaining to the BBB about VitalChek's serious lack of accountability should be heard and elevated.

  Business Response

  Date: 07/16/2025

  Hello *********,

  We appreciate your placing your birth certificate order through VitalChek and sharing your feedback. We apologize for the frustration and inconvenience you have experienced while waiting for your birth certificate.  

  After reviewing your order placed with **************************** (IN), we realized your order was on delivered July 10, 2025. We sincerely apologize for any sort of delay you experienced during the processing of your order. We are happy to see this issue has been resolved.

  If you have any further questions, please feel free to contact us at your earliest convenience. 

  Best Regards,
  Vitalchek Customer Support
  

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23570723
  
  I am rejecting this response because:
  While I did receive a copy of my birth certificate in *************, it was not because of any action on the part of VitalChek. It is the result of action on the part of the ****************************. In fact, several complaints to VitalChek were met with repeated demands that I "verify" my vital personal information via my unsecured and unencrypted Gmail account. This happened three times on July 7 and July 8, 2025. No action was ever taken by VitalChek. No investigation was ever opened. I find it strange that VitalChek was able to verify receipt of the document, but could not open an investigation without my vital data that they already had from the original order. VitalChek took ZERO action and only harassed me to share vital information in this way. My questions have gone unanswered. What happened? Where was my birth certificate during the questioned period? Did I receive the original document? If not, who has my birth certificate? Who was responsible for the empty envelope? Since I received a birth certificate, I should accept what amounts to "you received it, now go away". VitalChek accepts no responsibility and will never answer my questions, because they are collecting, warehousing and disseminating the personal data of potentially millions of people without ANY accountability. This is a fact evidenced by the 700 plus complaints with the BBB and the potentially thousands more on Yelp and similar platforms. Since I only have 30 minutes to respond (which is just weird) I will close with a summary. I ordered my birth certificate. I waited several weeks and received an empty envelope. I filed complaints with VitalChek and the ****************************. VitalChek, who took my money, did nothing in response except to claim they could do nothing without my verification of data they already had. The ****************************, while also rude and unprofessional, finally produced the document. As a response to my BBB complaint, VitalChek was somehow able to verify receipt of the document WITHOUT my sharing of vital information. If VitalChek is running their business this way, what are they doing with our data? In the interest of the people, this for profit, data collecting, gigantic corporation should be investigated.

  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:07/08/2025

  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 purchased a copy of a birth certificate from Vitalchek, an approved vendor for the state of ********, on April 10, 2025 via their website. I was directed to their website via a state of Illinois website. There were exorbitant fees, but I needed my birth certificate, and I did not know if there was any other way to get it, so I purchased it. The estimated delivery was April 24, 2025. I never received my birth certificate, and I have contacted Vitalchek via their website to check on the status of my order. I've received form emails stating that it's on it's way or they can't answer my questions, and it has been forwarded to someone else. These are all form email responses. It is now ************, and I have still not received my birth certificate. I either want my birth certificate, or I want my money back. I paid $50.40 for this.

  Business Response

  Date: 07/16/2025

  Hello ****,
  

  Thank you for ordering your birth certificate from VitalChek and sharing your feedback about the processing time of your order.
  

  Expedited shipping only refers to the shipping portion of the order process. Once you submit your application through VitalChek, we verify all the information and then forward it on to the vital record agency.  The agency conducts a search for the actual record and produces the certified copy. And then, once they are done processing the request, they ship it out to you via the selected shipping method. Each agency has its own unique requirements and other factors which may affect the processing time. While some agencies process orders immediately, most process orders in a matter of a few days and a handful of agencies are backlogged and take significantly longer.  We're sorry for the confusion and the inconvenience.
  

  As we reviewed your order, we realized that your order is still being processed by Cook ********************** On July 14, 2025, a status request was sent to the agency for order updates. We apologize for the delay and any inconvenience this may have caused. A tracking number will be provided via email once the order has been shipped.

  If you have any further questions, please feel free to contact us at your earliest convenience by dialing **************. 
  

  Best Regards,
  Vitalchek Customer Support
  

  
  

  Customer Answer

  Date: 07/28/2025

  This complaint HAS NOT BEEN RESOLVED. I HAVE STILL NOT RECEIVED MY DOCUMENTS THAT I PAID FOR IN APRIL OF 2025. WHY THIS COMPLAINT HAS BEEN CLOSED, I DO NOT KNOW. 

   

  **** PETERSON 

• Initial Complaint

  Date:07/07/2025

  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.

  I have been submitting multiple requests online through vitalchek to obtain an official copy on my birth certificate. They keep refusing to process the request or even offer me other alternatives because i changed my legal name and the name on my birth certificate says ****** ******. Thats why in the online request i included my legal court document for my name change. They dont answer the phone and when I email them they say they cant process the request but I highly doubt that since there are millions of people who have changed their bames. They keep charging me multiple times just to fail to obtain a copy of my birth certificate. I need a birth certificate to request a passport. If I cant get a birth passport then I cant deploy with the military to the places I need to go.

• Initial Complaint

  Date:07/05/2025

  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.

  Says 1 to 2 days processing and it has been weeks now. With no updates. I read the reviews and see how awful they are so now I have little faith in this company. Complete my order please. I shouldn't have to wait this long.

  Business Response

  Date: 07/14/2025

  Hello ****.

  Thank you for ordering your parent death certificate from VitalChek and sharing your feedback about the processing time of your order.  

  Please be informed that once you submit your application through VitalChek, we verify all the information and then forward it on to the vital record agency.  The agency conducts a search for the actual record and produces the certified copy. And then, once they are done processing the request, they ship it out to you via the selected shipping method. Each agency has its own unique requirements and other factors which may affect the processing time. While some agencies process orders immediately, most process orders in a matter of a few days and a handful of agencies are backlogged and take significantly longer.  We're sorry for the confusion and the inconvenience.

  For all status requests, please refer to Florida Vital Statistics at ************************.   

  Best regards,        

  Vitalchek Customer Support

• Initial Complaint

  Date:07/03/2025

  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.

  I ordered a Puerto Rico birth certificate from Vitalchek on June 6 2025. There was an issue with my application and Vitalchek cancelled the order, (#*********) and instructed me to start a new order. I did this on June 29 2025. The new order number is *********. HOWEVER, the OLD order number and information is still showing on the authorization form that I need to print out and sign. I called, and after one hour and 20 minutes, I hung up. I emailed them several days ago, with no response. I'm pretty sure they will deny my application if I print out and sign that old form, but I cannot contact them to resolve the issue. How a company with access to so much sensitive information can be so unresponsive and inefficient is upsetting. I don't know what else to do, I'm hoping that I can get some kind of help here.

  Business Response

  Date: 07/21/2025

  Hello Mariana,
  Thank you for placing your birth certificate order through VitalChek and for taking the time to share your feedback. We sincerely apologize for any inconvenience caused by the difficulty you experienced in reaching us by phone or email.

  Upon reviewing your order with ********************************, we realized that your order was delivered on July 19, 2025. We apologize if you experienced any delays during processing.
  Please note that all agencies we partner with require entitlement documentation to ensure the security and privacy of vital records. We are glad to see that your issue has been resolved, and your order fulfilled.

  We appreciate your understanding and sincerely apologize for any inconvenience this may have caused.
  Best regards,
  VitalChek Customer Support

• Initial Complaint

  Date:07/02/2025

  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 ordered a copy of my birth certificate back on *********. Order number *********, PIN number ******. I was born in *******, **. As of this date, ******** I have not received it. Ive placed numerous calls that go straight to voicemail and when I request a call back I never receive one. Is VitalChek a scam?

  Customer Answer

  Date: 07/10/2025

  Can you tell me if VitalChek is a scam and I lost $18.00. Should I call the bank or Sheriffs Office?

  Thank you. 

  Business Response

  Date: 07/18/2025

  Hello *****,

  Thank you for ordering your birth certificate through VitalChek and for sharing your feedback regarding the processing time. We sincerely apologize for any inconvenience you experienced while trying to reach us by phone.

  Wed like to clarify how the process works: once you submit your application through VitalChek, we verify the information and forward the request to the appropriate vital records agency. The agency then searches for the record, prepares the certified copy, and ships it using the method you selected. Each agency operates on its own timeline, and processing times can vary depending on their internal procedures and current workload.

  Upon reviewing your order, we found that your document was approved and forwarded to City Of Buffalo Vital Records on April 21, 2025. The standard processing time for this agency is 1014 business days, with standard mail delivery taking a few additional business days.

  As of today, your order is still processing by this Out Of House agency and we are unable to access same. If you need assistance or have questions, please call City Of Buffalo Vital Records directly at **************. Please have your order/pin number ready when you call.

  We apologize for any confusion or inconvenience and appreciate your patience.
  

  Best regards,
  VitalChek Customer Support
  

  
  

  Customer Answer

  Date: 07/21/2025

  I received my birth certificate. Thank you.