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Business Profile

Searchers of Records

VitalChek Network, a LexisNexis Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Searchers of Records.

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:08/04/2023

      Type:Delivery 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.
      Never received any documents as requested. Can no longer access my order information online. Total scam Order Summary Order Number: ********* PIN: ********** ordered: 01/09/2023 06:08 AM CST Birth Certificate: *************************************:$45.00UPS Air:$15.50VitalChek Fee:$8.00Order Total:$68.50Payment Collected:$68.50Shipping to:*************************** *************************************************************** Estimated delivery by:May 29, 2023 Explanation of *********** Certificate Fee - to ********** Vital Records for searching and printing the certificate(s).VitalChek Fee - for the secure collection, processing and transmittal of your data to ********** Vital Records. This process begins as soon as your order is placed. ********** Vital Records has partnered with LexisNexis VitalChek Network **** to provide you this online ordering service.Shipping Fee - for shipping your requested certificate(s) via the method requested.

      Business Response

      Date: 08/14/2023

      Hello,

      Thank you for your feedback. After reviewing your order we see your order has been in process for 145 business days out of the 150 business days. We do apologize for the delay and inconvenience this may have caused you. We hope you receive your order soon. If you have any questions please feel free to reach us at your earliest convenience. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:07/31/2023

      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 ordered a birth certificate from vitalcheck on Jan 23 of 2023 and still have not received my birth certificate. I get delays but this is ridiculous for a company that says 3 months and here its way past that and still no birth certificate. *** tried many times to get hold of someone but guess what you cant. Why would a business operate like this if you dont have good customer service. I think if a business operates like this, you dont need to be in business. Shame on this company for scamming people out of there money and no way to get hold of them. At this point Im mad. I gave them time and hoping my birth certificate would be here. Never again will I order from this sham of a company nor anyone I know. I expect a full refund.

      Business Response

      Date: 08/03/2023

      Hello,

      Thank you for your feedback, after reviewing your order we see your order has been in process for 129 business days. ************** Vital records current process time is ******* business days. Unfortunately we are not able to cancel an order once it is in process. We do apologize for any inconvenience. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:07/26/2023

      Type:Delivery 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 needing a FULL REFUND I HAVE NOT RECEIVED MY ORDER I HAVE MADE SEVERAL ATTEMPTS TO CONTACT VITALCHEK VIA EMAIL AND PHONE. WITH NO SUCCESS! AT THIS TIME I AM REQUESTING A FULL REFUND SO I COULD TAKE MY BUSINESS ELSE WHERE. VERY VERY POOR CUSTOMER SERVICE!! EXTREMELY DISSATISFIED WITH THIS COMPANY. MY ORDER NUMBER IS ********* NAME ON ORDER IS *********************** . ********************************************************************************************************* MY CONTACT NUMBER IS ************

      Business Response

      Date: 08/03/2023

      Hello *****,

      I want to sincerely apologize for this inconvenience. i am glad we were able to speak today and work out this issue for you. You and I will speak again soon. If you have any further questions or concerns please feel free to call us back at your earliest convenience. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:07/24/2023

      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 ordered a copy of my marriage certificate on May 20, 2023 for $17.00 + a $15.95 VitalChek fee for a total of $32.95. The invoice said that the estimated delivery is by July 7th. It's now July 24th and it shows on their website that the document hasn't yet been shipped! It says that I should receive an email when my order has been shipped. Why wouldn't it have shipped by now? I haven't received any updates, nothing. Right now I've been on hold with them for over 1 hour and counting due to "extremely high call volume". I can certainly see why. They've been around for ************************************* business? Last week, I ordered copies from the county registrar-recorder, which I should have done in the first place. They send it within 20 business days. I expect a refund from this company because after my experience with them and reading about others experiences, I have ZERO confidence that I'll ever receive my order. I'll never do business with them again and warn other people to not use them.

      Business Response

      Date: 08/02/2023

      Hello,

      Thank you for your feedback. We sincerely apologize for the delay that occurred while processing your order. I am happy to see a credit was given to you in the amount of $17.00. We hope this was able to resolve the issue. If you have any further questions or concerns please feel free to contact us at your earliest convenience. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:07/14/2023

      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.
      Vitalchek collected a ***** fee from my credit card on 03MAR2023 despite me not ordering anything. I had the form filled out online but I decided to not complete the transaction. I was not charged for the documentation that I didn't order, but without ordering a single item from their website I was charged a fee despite receiving no documents or services, just a generic "Vitalchek Fee." There were ZERO services provided. ZERO documents ordered. All I did was fill out the form, I never once ordered anything.

      Business Response

      Date: 08/01/2023

      Hello,

      Thank you for your feedback. After reviewing your order we see you did start the ordering process. Prior to submitting your credit card information there is a disclosure regarding the Vitalchek fee that is charged for all orders including those orders where documentation is not sent in. This fee is disclosed to be non refundable. At this current time ( August 1, 2023) your order has been cancelled. If you wish to have your order reinstated for completion please call us at your earliest convenience and reference order number *********. We will not be issuing a refund for any funds at this moment. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 08/09/2023

       
      Complaint: 20321620

      I am rejecting this response because: I was not provided any service whatsoever. A fee was collected after I filled out, but did not complete, the ordering process.

      The Vitalchek process allows a person to submit information they believe to be sufficient and complete for the order. Upon submitting the information, a fee is collected, and Vitalchek tells you more information is necessary. This is 100% dishonest and fraudulent. Had I known Vitalchek needed more information, I would not have submitted anything. 

      Additionally, Vitalchek claims the fee is required by the local government in order to acquire the requested documentation. After calling San Diego County, this is not the case. Vitalchek fraudulently collects money for fees they aren't paying to local governments. This is illegal. Following this complaint, I'm sending all of my information to the San Diego County DAs office, per their request. 

      Sincerely,

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

    • Initial Complaint

      Date:07/11/2023

      Type:Delivery 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 applied for a copy of my son's Birth Certificate on February 24th 2023, it is now July 10th 2023, and I still have not received it. I called and after being on hold for over 30 minutes I was told there was nothing I could do. I asked to cancel the. Order since I was not going to wait until February **** for my son's birth certificate. She told me that they could not do that.

      Business Response

      Date: 07/12/2023

      Hello,

       Thank you for your feedback. After reviewing your order we see that your order is still in process with the ************** Vital Records. Unfortunately we cannot cancel an order once it is in processing with the an agency. Your order will remain in process. Once again we do apologize for any inconvenience this may have caused you. 

      Best Regards,

      Vitalchek Customer Support. 

      Customer Answer

      Date: 07/12/2023

       
      Complaint: 20301275

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 07/12/2023

      Hello,

      We sincerely apologize you did not approve our recent response pertaining to this complaint. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:07/10/2023

      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.
      June 26th 2023 after getting married and returning the completed license to the clerk of clerks, we received what we were told was two official copies of our marriage certificate and that was all we needed for proof of marriage. When we went to change my wife's last name we were told our document wasn't sufficient because the file number was blank and that number is needed for the transaction. Clerk of clerks told us that number is not provided by them but by the bureau of vital statistics when they receive the filed license. So we paid $86.00 for the application license and marriage certificate at the clerk of clerks to get an incomplete marriage certificate we can not use while having to wait for vital statistics to get the record of the marriage *** attach a file number to it.... which we can not get without ordering new marriage certificates through them. As my wife spoke to vital statics she commented "so we pay for a marriage certificate with the clerk of clerks, get an incomplete document so you can make money forcing us to have to order a new completed document through you" the manager said "yes". This is not acceptable business practice for a products as delicate and official in nature. I should not have to pay again or extra for the marriage I formation I am obligated to have for records and conduct addition business transactions with the government. I want my two new certified and notarized copies of my marriage certificate ASAP priority overnight shipping with no delivery issues, and a refund for every additional ***** spent after my original payment of $86.00.

      Business Response

      Date: 07/12/2023

      Hello,

      Thank you for your feedback. We apologize for any inconvenience you may be experiencing. Unfortunately we are unable to locate an order with the information provided. Would you happen to have the order number that would have been provided to by email once you received the order confirmation? If so, please provide that piece of information so we can successfully locate this order for you. We look forward to hear from you soon.

      Best Regards,

      Vitalchek Customer Support.

    • Initial Complaint

      Date:07/07/2023

      Type:Delivery 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 copy of my birth certificate on 11/28/2022. Was told I would receive it June 1 2023 but I still have not received it.I don't usually lodge complaints but I really need my birth certificate because I am currently out of state and need to get my license in my new state.My order number is *********, could you please help me get some satisfaction.

      Business Response

      Date: 07/07/2023

      Hello,

      Thank you for your feedback. After reviewing your order we see your order is past processing. We have submitted a status request to the ************** Vital Records in hopes of receiving a response with an update for your order. We usually allow 3-5 business days for the agency to respond back. We look forward to updating you soon. We apologize for any inconvenience.

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:07/06/2023

      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 ordered for marriage certification on 09/29/23 and estimate delivery was on 03/23/23. Now is July 6th and I still did not receive my documents. I reached out to them and they opened a case on 06/17/23 and told me to wait 5 business days. After 5 business days they asked me to wait until July 3rd. After July 3rd they told me to wait 5 more business days. I asked for refund and they keep telling I should wait.

      Business Response

      Date: 07/07/2023

      Hello,


      Thank you for your feedback. An attempt was made to contact you by telephone today, July 7, 2023. Unfortunately you were not available to take our call. Please contact us by calling the number attached to that voice message. We look forward to hearing from you soon.

      Best Regards,
      Vitalchek Customer Support

    • Initial Complaint

      Date:07/06/2023

      Type:Service or Repair 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 7/6/23, I attempted to purchase a copy of an apostille/exemplified marriage certificate. However, despite clicking a link for this specific type of certificate, the VitalChek website instead processed an order for a standard marriage certificate, which lacked the apostille and would not be useful for my purposes. Upon discovering this, I immediately contacted VitalChek via both phone and online chat service. After over an hour of being placed on hold by VitalChek, I was put in touch with a VitalChek representative (the online chat request was still on hold at this time). The representative for VitalChek told me they could not cancel this order because it had been too long since the order was placed. Essentially, if VitalChek did not place my call on hold for over an hour, they could have, allegedly, helped me. Regardless, VitalChek refused to cancel the order and refused to refund the VitalChek fee. When I asked if VitalChek could help me place the proper order, the representative I was speaking to let out an exasperated sigh and hung up on me. I am now seeking a refund of the $71.45 I spent for this order, which I was deceptively induced into entering and was for a product that is not useful for my purposes. The Order #: ********* with a PIN: ********. If possible, I would also like to make some sort of public warming about this company so that no one else is deceived by their faulty and/or confusing website and then treated so poorly by their rude customer service team.

      Business Response

      Date: 07/07/2023

      Hello,

      Thank you for your feedback. It was a pleasure speaking with you today, July 7, 2023. We do apologize for any inconvenience yo may have experienced during your ordering process. The credit being provided to you as a courtesy was approved and should be back into your account within the next 2-3 business days. We look forward to hearing back from you soon.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 07/07/2023

       
      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,

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

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

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