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Business Profile

Searchers of Records

VitalChek Network, a LexisNexis Company

This business is NOT BBB Accredited.

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Complaints

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

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

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    Customer Complaints Summary

    • 764 total complaints in the last 3 years.
    • 419 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/13/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 my son's birth certificate on 12/9/23. They said it would arrive in 6-8 weeks. It was never processed, but I was charged. I have called them twice since then, I have chatted online twice, and filled out the cancel my order form 4 times and I still have not recieved the document, had any change in my order status, or had my order canceled and been given a refund. It is now 4/13/24. When I called and emailed, I got a generic response each time stating I need to wait 3-5 days for a response, which I never recieved any of the times I contacted them.

      Business Response

      Date: 04/24/2024

      Hello,

      Thank you for your feedback. After reviewing your order with the ****************** of ******* wee your order is still pending delivery. A few attempts to receive a status request from this agency has been made by us with no success. There have been 2 separate requests sent to this agency, one was sent on March 20 and April 1, 2024. We will attempt to have another status request sent out. We sincerely apologize for any inconvenience. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:04/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 with Vitalcheck on January 4, 2024. After I placed the order, followed the prompts and waited. I figured it would take about a month to get the entire process done since things need to be published in a newspaper. I waited and nothing. Now it is ***** and decided to follow up and the woman on the other line after trying to explain to her she stated that I don't let her talk. I replied with what are you talking about I am letting you what happened and she said "I don't have to put up with this, bye" and hanged up on me. Then I have to spend another 15 minutes on the phone to try to reconnect! And I am still waiting for results.

      Business Response

      Date: 04/24/2024

      Hello, 

      Thank you for your feedback. Please contact the LA County registrar/Recorder County Clerk Business Filing by dialing **************. they can further assist you with a status update regarding your order. We apologize for any inconvenience. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:04/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 my birth certificate in August 2023, I just recieved a photocopy of the birth certificate 2 days ago. April 9th 2024. I asked for an official stamped certificae. They says that it isnt their fault bc all they do is order the certificate, they arent responsible for what you are sent. my Credit card wont refund the money bc it is so long ago. Vitalchek wont even help me get the proper cert.

      Business Response

      Date: 04/24/2024

      Hello ******,

      Thank you for your feedback. After reviewing your order with the New York State Vital Records we see you had order placed for a Birth Certificate. The product description for this product is said to be a long form certificate printed on security paper with the proper watermark that is computer generated. This agency does not offer informational certificates ( non certified records). We also see a refund was provided for the Vitalchek fee and the shipping fee. For any issues with the certificate itself please contact the New York State Vital records agency. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:04/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am attempting to get my newborn daughters Birth Certificate with Vital Chek as suggest by the hospital. Vital Chek requested a drivers license front and back which I provided. Then they requested a Vital Chek Identification form with signature and date of which I provided. I received an email requesting documentation with signature and date. I have provided all of the information they requested. Now I am attempting to call them to get assistance with this transaction. I have been on hold for hours and NO one picks up the phone. That is unacceptable customer service All I am requesting is my daughters birth certificate. If I provide money, Identification, and Identification from with signatures I should receive the product that paid for.

      Business Response

      Date: 04/24/2024

      Hello,

      Thank you for your feedback. After reviewing your order with the Arizona Vital Records we see your order was accepted and in process as of April 22, 2024. All of your documentation was received and approved. We apologize for any delays you may have experienced.

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:04/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 death certificate and uploaded the required documents. I kept getting notices saying that "Action Required" with some vague statement of what is wrong. They don't say what is wrong or what needs to be done. I uploaded more documents but got the same "Action Required" message. I tried calling but that is a joke - extremely high call volumes they say. What kind of business is this?? If I could take my business elsewhere, I would!

      Business Response

      Date: 04/18/2024

      Hello, 

      Thank you for your feedback. Per our agreement with the Arizona Vital Records we are required to approve entitlement documentation. We see you order has been shipped as of April 15, 2024. Thank you for your business. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:04/11/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 Dec 6, 2023 I placed an order with Vital Chek for 2 birth certificates from the ********************. Before the order was placed, the website indicated a timeframe of 20 - 25 business days. That sounded reasonable, so I placed my order, paid to receive the certificates via *** and patiently waited for my documents. By January, the website showed a change in estimated delivery to 75 - 95 days. I continued to wait but became concerned and emailed Vital Chek on Jan 27, 2024 for a status update. They then informed me that the ******************** was processing orders received on June 23, 2023! Why was I not informed of this delay when I chose to place my order in December since at that time *********** would have been backlogged from April 2023? On April 4, 2024, I tried to follow up online only to discover that my online status information had expired. I called the phone number provided and gave up after 56 minutes on hold. I followed up with another email to Vital Chek. On April 5, after a wait of one hour and 9 minutes, I finally spoke to a representative and he advised that *********** is working on requests from August 2023. This is obviously a shady, bait and switch tactic. They most certainly knew there was a seven month delay when they took my order in December 2023. The ******************** did not suddenly become backlogged. I also emailed Vital Chek on April 5, 2024 and, not surprisingly, have yet to receive a reply. I would like a refund of the funds that they received from me as a result of their unethical business practices. Had they been honest from the beginning about the time it would take to receive documents, I would have never used their service.

      Business Response

      Date: 04/18/2024

      Hello *******,

      Thank you for your feedback. It was a pleasure speaking to you! We sincerely apologize for any inconvenience this may have caused you. We have performed a courtesy refund for the full amount you paid for your order. If you have any further questions please feel free to contact us.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/22/2024

       
      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:04/10/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Paid for a death certificate copy to be mailed to me back in February and still have not received it. I Have been trying to call them on the phone for the last couple of days and absolutely nobody is picking up the phone. Online it says "timed out/expired" because IT SHOULD have arrived already. So, since it's been so long I tried to call the customer service number to talk to customer service - however, when you do that you get a computer message "busy high call volume call back later" or you stay on hold for hours on end.... I would either like my certificate or I would like somebody from the company to call me to give me an idea of an estimated time of arrival. Completely unacceptable. if they have this many complaints they need to hire more people.

      Business Response

      Date: 04/18/2024

      Hello *******,

      Thank you for your feedback. After reviewing your order with the Oklahoma Vital Records, we see your order was not completed. You received several emails requesting entitlement documents. These emails were sent on November 22, 23, 27, 30, December 7, & 14. Your order has been cancelled due to incompletion. You are welcomed to place a new order and upload the documentation requested to complete the order. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:04/09/2024

      Type:Order Issues
      Status:
      Answered
      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 my birth certificate from VitalChek.com from ******** CIty on 11/7/2023 at 10:14am and never received it. I asked the post office and they said they had no record of it being sent. I have contacted VitalChek several times by phone and email and they always make me jump through hoops or make some excuse. They refuse to send a new one or issue a refund.

      Business Response

      Date: 04/18/2024

      Hello,

      Thank you for your feedback. After reviewing your order we see you have an order still pending with the New ******************** of ****** and Mental Hygiene. Per our agreement with this agency, they request that for all status requests, delayed orders, and issues with pending orders, customers are to reach out to the agency directly. Please send an email to ************************ We sincerely apologize for any inconvenience. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:04/09/2024

      Type:Product Issues
      Status:
      Answered
      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 used Vitalcheck to order a document from ************** . The site indicated processing the request and receiving the document would take ***** days. Its been almost 2 months and when I contacted support they said I would now need to call Rock County myself. I have attempted to cancel and get a refund and they have refused my request for refund.It was not indicated to me in advance that they would not be able or willing to followup with Rock County and I could have originally done this myself. They bring no value to this transaction and I want a refund for me now having to do what I paid them to do

      Business Response

      Date: 04/18/2024

      Hello ****,

      Thank you for your feedback. After reviewing your order with the Rock County Register of Deeds, we see you have an order pending for delivery. This agency requests that all customers experiencing a delay with their order contact the agency directly. Please call **************. We sincerely apologize for any inconvenience. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/20/2024

       
      Complaint: 21550205

      I am rejecting this response because: the whole point of using your service is to not have to call the agency directly..I could have easily done this myself,  Your site did not indicate that I would have to be the one to followup.  Simply put you call and expedite this months old request that should have taken less than two weeks or simply refund me in full

      Sincerely,

      *********************

      Business Response

      Date: 04/24/2024

      Hello,

      Thank you for your response. Per our agreement with this agency, they request customers contact them directly for all status updates regarding delayed orders. We once again apologize for any inconvenience. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/30/2024

      I did contact them directly as previously stated in the complaint to BBB,  Does anyone even read this information or is it merely table tennis?

       

      *********************

      Your order will be sent to the specified government vital records agency. Once the agency has received your request, they will search, print and ship the certificate; this is called processing. The agencys typical processing time is listed below. After your order has been processed, please allow for appropriate shipping time based on the shipping method you selected.
      Order Details
      Agency: Rock County Register Of Deeds Shipping Method: Regular Mail
      Processing Time: 7 - 10 business days Ship To: *********************
      Payment Method: MasterCard (3749) 7089 170th Trail NW
      ****************
      Summary of Charges
      Divorce Certificate:* ******************************* / ******************************* $20.00(USD)
      Processing: $10.00(USD)

      Shipping: $0.00(USD)

       

      Thank you for your question. Our team is researching this issue, so please watch for our reply.

      Subject
      Shipping - I have an issue with my delivery

      Question Reference # ******-000036
      Date Created: 04/07/2024 08:11 AM
      Date Last Updated: 04/07/2024 08:11 AM
      Status: Unresolved

       

       

    • Initial Complaint

      Date:04/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 mailed in a form to request several copies of my son's long form NC birth certificate. About a week later, on Feb. 21st, the $60 for the birth certificates was charged to my credit card. On March 5th, I got an email notification that my certificates had been mailed, and should arrive within 3-7 business days. As of April 3rd, the certificates still have not arrived. I have called VitalChek customer service multiple times, and they tell me they will not refund my order or re-send it unless a) I can prove that I did not receive it, or b) it gets returned to them by the usps.So... an important identification document of my son's has been lost in the mail, I'm out $60, and apparently my only option is to repeat the process.

      Business Response

      Date: 04/12/2024

      Hello *******,

      Thank you for your feedback. After reviewing your order we there is a pending status request from the ************** Vital Records. The request was sent on April 8, 2024. We do need to allow the agency 3-5 business days to respond to our request. Once a response is given a representative from our customer support team will contact you. We do apologize for any inconvenience. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/12/2024

       
      Complaint: 21526176

      I am rejecting this response because:

      I actually called VitalChek to initiate a status request with ************************************* Records on March 19th. I was told then that I would hear back within 3-5 business days. On April 1st, nine business days later, having heard nothing from VitalChek, I called again, and was told that it was too soon to expect a response and that I should try again the next day. I accordingly called again on April 2nd, and was again told that it was too soon - I should try back the following day. I called again on April 3rd, and this time I was told that since the status request had not received a response, a new status request would be generated on my behalf. Again, I was told that I would hear back in 3-5 business days. We are now seven business days past that date, and I have still heard nothing from VitalChek.  Now I am told that a third status request was generated on April 8th, about which nothing was communicated to me... these status requests are proving ineffective, and my only recourse is apparently to generate more status requests.

      I am still waiting to receive the certificates I should have had a month ago. 

      Sincerely,

      ***************************

      Business Response

      Date: 04/12/2024

      Hello *******,

      Thank your response. Today, April 12, 2024, is the fourth business day for the pending status request. We also see the other 2 status request that have been initiated have not resulted in any changes to your order. We understand the frustration regarding this delay. Please advise on how you would like to proceed with your order as we wait for a response from the North Carolina Vital Records agency.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/16/2024

       
      Complaint: 21526176

      I am rejecting this response because:
      This response doesn't address the problem at all. I placed an order for three long form NC birth certificates, and I paid for them. Your business is to process my purchase and deliver the certificates. If they are lost in the mail and you have no way to track them, you should send them again, and take it up with the mail courier who lost sensitive documents. You're asking me how to proceed? The fact that you don't have a way to proceed is the reason I am reporting my bad experience with your company to the BBB.

      Sincerely,

      ***************************

      Business Response

      Date: 04/18/2024

      Hello *******,

      Thank you for your response. We have submitted a status request to ************************************* records on April 8, 2024. They have not responded. We usually allow them 5 business days to respond. The status request is to check if the order was sent back to the sender. We made an attempt to call you today (April 18, 2024) but you were not available to take our call. A voicemail was left with a direct call back extension. We look forward to hearing back from you soon. 

      Best Regards,

      Vitalchek Customer Support

    VitalChek Network, a LexisNexis Company is NOT a BBB Accredited Business.

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