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 Network, a LexisNexis Company

  serving the Houston and surrounding areas Houston, TX 77001

• 

  VitalChek Network, a LexisNexis Company

  PO Box 1703 Brentwood, TN 37024-1703

• 

  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:07/25/2024

  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.

  I had placed an order for a copy of my son's birth certificate back on Jan 2. It is now July 25 and still no receipt of the birth certificate, tracking number, or response to my support questions.I have tried to contact VitalChek via email and phone and both go unanswered.

  Business Response

  Date: 08/06/2024

  Hello,

  Thank you for your feedback. After reviewing your order with the New York State Vital Records, we see you had an order delivered on July 30, 2024. Processing time for this agency is estimated to be ******* business days. Your estimated delivery date was set for July 31, 2024, this is according to the email confirmation sent on January 3, 2024. We appreciate your business.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:07/25/2024

  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.

  Business (VitalChek.com) wont answer my calls or emails about a document I ordered over a month ago. Refuses to give me information or a confirmation # regarding my order. Claims the order has been sent but wont provide information or a refund for services not rendered.

  Business Response

  Date: 08/06/2024

  Hello *******,

  Thank you for your feedback. We attempted to reach today by phone ( August 8, 2024), but you were not able to answer our call. Please contact us back at your earliest convenience by calling the number provided in the voice message left for you. We look forward to hearing back from you soon.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:07/25/2024

  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 placed an order on May ******* in the amount of ******. The company was supposed to provide birth certificate records mailed to a residence. The company cancelled the order after the requested documents were provided with no notifications. I have been waiting for these records for 2 months and the only notification I have is the original purchase invoice. The company did not provide the birth certificates, did not provide a refund, and I am not able to get in touch with them. I have tried calling on numerous occasions at different times and days and each time I am waiting no hold for over 1.5 hours and hang up. Havin someone on the phone for hours on hold is unacceptable. No solution or updates have been provided to the reason for this type of behavior. NO COMPANY SHOULD HAVE THE ABILITY TO TAKE YOUR MONEY AND IGNORE YOUR CALLS

  Business Response

  Date: 08/06/2024

  Hello,

  Thank you for your feedback. After reviewing your order placed with the Los Angeles County ******************************* of Vital Records, we seen an order was delivered on July 30, 2024. Your order was made available for processing by the agency on July 26, 2024, processing time is 1-3 business days once your order is made available to the agency. We hope you have received your order. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:07/24/2024

  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.

  On Jan 9th, 2023, I paid VitalChek $53.95 for the Long Form Birth Certificates of ****** ******************************* and ******************* *********. I was told it could take a few months to get it. On June 2nd, 2023, I received an email stating that theirs been a delay. The shipping would take longer than expected and VitalChek said they would send a confirmation after its sent. After not getting a confirmation email, I messaged them saying that I still have not received the birth certificates. I t had been a whole year at that time. For months, it was an ongoing loop of a generic email asking me for information that I've given them multiple times. After so long, so one told me that they scrubbed all their information after a year after its been paid for.

  Business Response

  Date: 08/01/2024

  Hello,

  Thank you for your feedback. After reviewing the information you provided, we were not able to locate an order for you. For most agencies our system does go through a wipe after 1 year from the order date. Most orders are processed well before this time, fulfilled, or refunded if there any issues. Unfortunately, we will not be able to perform any actions without being able to view the order. We sincerely apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22040988
  
  I am rejecting this response because: YOU sent ME a response stating YOU would send me a confirmation email when the order was sent out. YOU have failed as a business and a Trustee. I paid money and you failed to perform. I am owed a refund. 
  
  Sincerely,
  
  darion authorized representative for *******************************

  Business Response

  Date: 09/10/2024

  Hello,

  Thank you for your response. After an order is removed from our ordering system, we are not able to provide a refund, make any corrections, verify order information, etc. We sincerely apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:07/23/2024

  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.

  Placed order for copy of marriage license on 01/26/2023. $45.75 was processed and taken from my account. I have reached out to the company on several occasions (2/15, 3/2, 3/9, 3/12, 3/21, 3/25, 3/29, 3/30). Reply was always: Your order was acknowledged by TN Vital Records on 2/13. Processing time is ***** business days from that date. It has currently been 19 business days. We expect that this may ship out next week. You will receive an email with tracking once it has. When I check the status of my order, it now will not let me view online. I have been on hold for 1.5 hours to speak with a representative. I was previously told I could not cancel my order and it could not be refunded.

  Business Response

  Date: 07/30/2024

  Hello,

  Thank you for your feedback. After reviewing your order we see a refund has been processed for you in the full amount of $45.75. A paper check will be sent to the address you provided. We sincerely apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:07/22/2024

  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 completely and paid for my order for a copy of my daughter's birth certificate on 1/22/24. It said it shipped 1/29/24. I never received the order. On 3/16/24 I messaged thru their website a complaint thatI never received the order. On 3/18 I received a message that they cannot track US mail and it was not insured and it was not returned as undeliverable. on 3/21 I emailed them back and asked to pay for another birth certificate since I had done a lot of work to fill out their paperwork and pay to get it notarized. I never received a response back. I emailed them again 4/5 and again did not get a response. On 4/9 I sent another message thru the website. On 4/13 I got an email back that they could request a courtesy copy but no guarantee and to verify shipping address. I emailed them back with shipping address. I promptly emailed them back my address. I never heard any response. I emailed them back on 4/29 and no response. I have not received anything since. All I want is the product I paid for since I did all the work for it. I would happily pay again for it and pay for certified mail.

  Business Response

  Date: 07/30/2024

  Hello,

  Thank you for your feedback. After reviewing your order with the Arizona Vital Records, we see you had an order mailed out with **** on January 29, 2024. We apologize if you did not receive that order. Unfortunately, with **** we are not able to track the order nor can we place a claim on the order. We did not get confirmation the order was sent back to the vital records office in *******. Therefore, we are not able to request any courtesy copies from this agency at this time. The best method for shipping important vital records is **** this is a trackable and insured shipping method. We sincerely apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22028534
  
  I am rejecting this response because: Clearly my message was not read.  I offered to pay for another copy and was told that a courtesy copy was going to be requested  but no one ever got back to me. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/10/2024

  Hello,

  Thank you for your response. After reviewing your order further, we were able to send a status request to the Arizona Vital ************** to check if the order was returned to them. If the order was returned we will then request to have the order mailed out to the address provided on the order. Can we please have you verify if the address provided on the order is correct and current? We will allow the agency 5 business days to respond to our status request. We apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:07/20/2024

  Type:Order 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 made several (6) requests for vital records through VitalChek from Colorado Vital Records. I understood there was an un-refundable VitalChek fee. VitalChek sent me email requesting additional information, however, they never told me WHICH record request required the information. I emailed several times, and I called. The customer support was not helpful and could not resolve the problem. NONE of my record requests were completed because I could never get an answer WHAT was required for each of the vital record requests. A second phone call to customer support was partially successful in that I learned that I could NOT request a birth certificate, until I could provide a death certificate. This was never made clear in their application, nor was it detailed in the email(s) they sent. I was refunded $97 (paying $47 in the un-refundable VitalChek fees) I feel the company does NOT provide sufficient detailed customer support -- either through email nor through their telephone support. When multiple requests for records are made, there should be a way that they are submitted together so they understand the sequence of the records requested. AND if there are other rules that need to be followed, records provided, they should provide a full explanation in plain English for each record request made.

  Business Response

  Date: 07/30/2024

  Hello, 

  Thank you for your feedback. We sincerely apologize for any inconvenience and/or difficulties that may have occurred during the ordering process. We provide customers with several email correspondences with log in information to the Vitalchek order management portal, detailed requests for entitlement information, and instructions on how to upload or fax those required documents. We went ahead and checked to see if you had received these emails, we were able to verify you received emails for all orders placed on May 8, 2024 and May 29, 2024. Each email provided you with the order ID and pin number needed to log in. All orders are showing to be canceled at this time. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22019905
  
  I am rejecting this response because: the business did NOT address my complaints. I did receive correspondence as indicated. What I DID NOT receive was assistance understanding exactly what was required for specific orders. Recall I had multiple orders in for several states. All answers were generic with NO SPECIFIC directions on what I was supposed to. Therefore, I could NOT take the necessary steps as required. The business kept their fee, but could not help me as requested. 

  The point is more on the lack of help. Generic directions do not suffice 

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

  Business Response

  Date: 09/10/2024

  Hello,

  Thank you for your response. After further reviewing the correspondence that was sent for both orders, we were able to verify you were provided with which documents to provide. The reasoning was provided as well. We will be attaching a clipping of the email portion that explained this to you. We apologize for any inconvenience. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22019905
  
  I am rejecting this response because: Once again the message did NOT specify which order -- I had over 10 submitted to VitalChek at the time. I submitted copies of my birth certificate, but was REQUESTING copies of my grandparents birth certificates. The issue is that your communication is not directly related to a single order. It is GENERIC (as I received about 10 of these messages and didn't know which one was which. 

  You can close this compliant, VitalChek obviously does not understand the need to provide additional, specific, information on these orders. 

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

• Initial Complaint

  Date:07/17/2024

  Type:Delivery 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 a death certificate on July 3. I added an over night delivery fee because we needed the copy as soon as possible. They said processing time was 2 to 3 days and then it would be mailed. The website still says my order is processing.

  Business Response

  Date: 07/26/2024

  Hello,

  Thank you for your order. After reviewing your order, we see you had an order delivered by **** Your order did go over the quoted processing time, we sincerely apologize. We have provided a shipping fee refund for $20.00. Thank you for your business. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 07/26/2024

   
  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:07/12/2024

  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 have reached out to customer service about 20 times about my order, I paid for my birth certificate to be delivered months ago and havent seen it. Have not been able to get a response as to why or a refund. When I email support I get the same automated email. When I reply to that email with the information it asks for I get no response at all.

  Business Response

  Date: 07/22/2024

  Hello *****,

  Thank you for your feedback. After reviewing your order with the ****************** of ****** Health, we see you have an order pending completion. A call was made today ( July 22, 2024), but you were not able to answer. Please call us back at your earliest convenience so we can discuss your order and the next steps to resolve this issue. 

  Best Regards,

  Vitalchek Customer Support

  Customer Answer

  Date: 07/22/2024

   
  Complaint: ********
  
  I called back and left a message and Im waiting to hear back.

  not sure why you cant just fulfill the order that I paid for.

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

  Business Response

  Date: 07/30/2024

  Hello *****,

  After our last phone conversation a refund was provided for you in full for the amount of $38.00. We have not been able to verify if another has been placed with the *** shipping that we agreed upon. If you need any further assistance please feel free to reach out to us. 

  Thank You,

  Vitalchek Customer Support

  Customer Answer

  Date: 08/10/2024

  Business called and issued refund 

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service 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 recently was told by an employer of the state of ******* is that the only option I had to get a death certificate for my mother to close out her accounts was to use ******************************************* you could no longer walk into the health department and get birth and death certificates I found out later this wasn't true but I was forced to deal with these people who created the number of orders because I couldn't spell my mother's name right even though I spelled it many times. These people appear to be working from home. They asked us need to upload multiple documents like first certificates and IDs and then they never would approve my my order. This makes me think that I'm going to be a victim of identity theft because I have no idea who these people are and w contracted by the state they're very difficult if they get a hold of. I spoke to one woman who did not speak English well enough to understand the spelling of my parents name and then she told me that even if they didn't find birth my death certificates I would be charged. They created multiple orders and tried to run through multiple things through my bank account and luckily my Banks recognized it as fraudulent and stopped it. It is so unfortunate that the state would actually force people to use these folks both. You can walk into your local health department by county and get what they're charging you 40 50 $60 for for $15. Either this employee with the state of ******* was told to tell people that they need to to only use vital check because the state get some sort of kick back or they were just mistaken either way do not do money business with this company. They are scary they have access to everything including certificates a birth and death. I suppose if you live out of state you will be forced to deal with them but try to avoid it

  Business Response

  Date: 07/19/2024

  Hello *******,

  Thank you for your feedback. After reviewing your order with the ****************** of ******* we see you had two orders placed for a death certificate. One of your orders your payment was declined which stopped the order from being processed. The second order is awaiting entitlement documents and has not been charged as of yet. the only amount to be charged soon is the Vitalchek fee which is disclosed to be charged for all orders including orders that are cancelled or not completed with entitlement documents. We are contracted by the state of ****************** of ****** to process and approve entitlement documents before processing can begin. If you wish to keep your order open please upload the necessary entitlement documents if not your order will be cancelled and charged the Vitalchek fee.

  Best Regards,

  Vitalchek Customer Support