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:05/04/2023

  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 February 22, 2023, I ordered birth certificates through VitalChek. I paid in full for the service and was informed I would receive the copies of the birth certificate by March 30, 2023. On May 2, 2023, I contacted VitalChek to find out where the birth certificates were because I needed to submit them for my child's kindergarten registration. I was told by customer service that they were currently filling orders from December 29, 2022. I requested to cancel my order and receive a refund because the Town Clerk for the town issuing the birth certificates was able to provide me with a copy that same day. I was told by customer service that a refund could not be issued because the order was already processing. I pointed out that it seemed we actually had at least a couple of months before the order would actually be processing, and that it was supposed to be provided by March 30 and I had received no delay notifications. I informed customer service that I would dispute the charge on my credit card and file a complaint with the BBB. At that time they told me I would receive an email with instructions on how to obtain a refund. The email has not been sent, and the refund has not been issued. I want to cancel my order and be refunded in full.

  Customer Answer

  Date: 05/04/2023

  I think there may have been a mistake. This is not a duplicate compliant, I was not asked to provide any additional information, and I did not use inappropriate language in my complaint. Please review this closure and confirm it should be re-opened since none of the reasons for closure apply.

  Customer Answer

  Date: 05/04/2023

  Thank you for letting me know. I wish the field was marked as required or the form wouldnt have let me proceed without entering that info, since it needs to be submitted. My full address is:

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

  Business Response

  Date: 05/05/2023

  Hello,

  Thank you for your feedback. After reviewing your order we see there is a pending request for a refund for the amount of $122.70 as May 2, 2023. Please allow 5 business for this refund to be approved. We do apologize for the delay you encountered with your order. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:05/02/2023

  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 placed an order for the birth certificates of both my daughters. Received an email my uploaded document wasnt legible. I resubmitted documents with a CLEAR picture. Everything is legible. They denied that one again. I went back and forth with customer service. It seemed like they wanted me to cancel my order and they keep the non refundable payment. In my opinion, it seems like thats what their goal is. To get paid for the work without doing the work. The want to discourage and make it harder for customers in hopes they cancel their order and the company keeps the money. I could careless about the money, I honestly just need my documents. This company shouldnt be allowed to work with government programs.

  Business Response

  Date: 05/05/2023

  Hello *******,

  Thank you for your feedback. After reviewing your order with the ******* Vital Records we noticed there was an issue with some of the documents you provided. As part of our contractual agreement with the ******* Vital Records we are required to request the signature provided on the Identity Verification Form be compared to the signature on the drivers license or identification card uploaded. Unfortunately the picture quality of the drivers license did not allow the comparison and match to be done. We are asking for the Identity Verification form to be signed and notarized to further process your order. If you have any questions  during this process please feel free to contact **.

  Best Regards,

  Vitalchek Customer Support

   

• Initial Complaint

  Date:05/02/2023

  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 my birth certificate on September 23,2022 order# ********* and haven't received it yet. I have emailed them several times and did an online chat also. The order doesn't even come up on their website anymore cause it's to old.I keep getting different answers. It's been 218 days and their website says 150 days maximum. My drivers license has now expired and I can't renew it till I get my birth certificate, I have jury duty now and don't know if they'll accept an expired drivers license. I don't know why they are taking so long or what is going on. I'm tired of excuses. My birth certificate was ordered in plenty of time to receive it to be able to renew my drivers license..

  Business Response

  Date: 05/05/2023

  Hello ***,

  Thank you for your feedback. It was a pleasure speaking with you today May 5, 2023. I hope our discussion helps to resolve this complaint. A partial refund was processed today for the *** fee of $8.00. An email was sent to you as well recapping our discussion, I look forward to speaking with you as soon your order is delivered to you. 

  Thank you,

  Vitalchek Customer Support

  Customer Answer

  Date: 05/11/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:04/27/2023

  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 order a Birth Certificate from VitalChek on 10/31/2022. I was advised at that time that it would take 100 business days to complete the order. On 3/9/2023, I was emailed from VitalChek of a delay - Current processing times are approximately ***** weeks. I chatted via online, because no one answers the phone, with them 4/13/2023 and was advised that they were working on requests from the first week of september and I could not be advised of when my order would be completed. I have also went online and filed a complaint with the *** AG and contacted a local congressman. I have a certificate of birth but the state where we currently reside will not accept this to obtain a driver's license. ****** based on the other complaints I may never receive the order or if I do it will be incorrect.

  Business Response

  Date: 05/01/2023

  Hello *****,

  Thank you for your feedback. Allow me to start off by sincerely apologizing for the delay you are experiencing with your order. As of April 26, 2023, the ************** Vital ************** is processing orders that were placed in late September. That is the last known update regarding processing times provided to Vitalchek. As more updates continue to come in we would be more than happy to share those with you. An email correspondence will be sent to you by a member of our escalations department to further discuss your order in greater detail. We look forward to working with you to rectify this matter.

  Best Regards,

  Vitalchek Customer Support
  

  Business Response

  Date: 05/02/2023

  Hello,

  It has been a pleasure corresponding with you regarding your order. Please allow a few business days for your refund to be placed back into your account. I hope this resolves all current issues regarding this matter. We look forward to speaking with you soon regarding any updates that *** come up regarding your order. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:04/25/2023

  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 02/02/2023 I placed an order online with Vitalchek to order my father's death certificate . I paid with my **** card the amount of $68.00 . Its now almost 90 days later and I still have NOT received my father's death certificate. I tried cancelling my order online and cannot, I called Vitalchek today and they have informed me that I cannot cancel my order. I contacted my credit card company and they said they cannot do anything since the amount of time has passed is too long. The order# is ********* $68.00 is the amount I am trying to cancel and get reimbursed for .

  Business Response

  Date: 04/25/2023

  Hello,

  Thank you very much for your feedback regarding your order. We are sorry you are not pleased with your experience so far. Every agency that we here at Vitalchek are contracted with all have different processing times for orders placed. Unfortunately for the ************** Vital Records, their processing time is ******* business days. Your current order has been in process for 56 business days ( 82 calendar days). Once an order is received by the ************** Vital ************** the order cannot be canceled or refunded. This information is disclosed prior to entering your credit card information. We hope this response offers some clarity and resolution regarding this matter. If you have any other questions or concerns regarding your order please feel free to contact us at your earliest convenience. 

  - Vitalchek Customer Service

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19978806
  
  I am rejecting this response because: This is unacceptable. I have not received anything for my $68.00 . The email that I received from Vitalchek was that the $68.00 is comprised of several factors: Death Certificate ** charge _$45.00 ( ******** only charges $10), *** Air charge $15 ( since nothing has been mailed or Air sent this should be returned to me ), and $8.00 Vitalchek fee.  Since I have not received a service and was NOT told that ******** would take ******* days prior to charging this to my **** account , then I should be refunded at least $60. This company is a total scam and I will not stop complaining to anyone who will listen to me until I have received satisfaction in this matter!

   

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

  Business Response

  Date: 04/26/2023

  Hello *****,

  Thank you for your response. We apologize you are not satisfied with the initial response. Unfortunately we will not be able to process a refund for any portion of this order given it is still within its processing time quoted by the ************** Vital Records. Your order has been in process for 44 business days ( 63 calendar days). Feel free to contact ** at ************** if you have any further questions or concerns regarding your order. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:04/24/2023

  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 4/6/23 ordered a Death certificate that was needed for a mortgage agreement I paid for 2 day delivery. I received an email stating they had processed my order and collected my money also that it would take 10 to 14 days. ******************************************************************************************************************************************************** Any call to them has a minimum wait of 30 to 40 minutes.

  Business Response

  Date: 04/24/2023

  Hello,

  Thank you for your feedback regarding your experience while using our services. I sincerely apologize for any inconvenience this situation may have caused you. After reviewing your orders we noticed your order placed on April 6, 2023 was canceled and refunded by the Wayne ********************* Aside from providing the contact information for the ***************** ***************** there was not much explanation provided. We do apologize for the lack of information provided. Furthermore, I am pleased to inform you that your new order placed today, April 24, 2023 has a *** shipping label printed out which means this new order is set for delivery. Please refer to your email inbox for shipping details and tracking information. We hope this response offers some clarity and resolution to this matter. Again thank you for your feedback and valued business.

   

  - Vitalchek Customer Service

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19974525
  
  I am rejecting this response because you failed to notify me of the cancelation I wasted time waiting for documents that would never arrive.  Then when I found out ot took 3 hours on the phone going back and forth to find out what was happening, most of it spent on hold waiting for you to answer the call.  On top of that my ***** bill for 2 day delivery of the original order is now ****** for the same documents to be delivered in 2 days.   

  You waste my time then charge me extra to fix your failure to notify me.

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

  Business Response

  Date: 04/26/2023

  Hello ****************,

  I am sorry the last response did not offer closure to this matter. We again apologize for the lack of communication that occurred pertaining to your previous order being canceled. Unfortunately once an order is canceled by the ****************** Office we have no way of actually seeing it was canceled unless the customer ordering calls in to ******************** that status. Furthermore, prices for vital records and processing vary from agency to agency. Orders placed with the state department of health for ******** are priced higher than a county record. Once again we do apologize for any inconvenience this may have caused you. I am pleased after reviewing your new order that your certificates requested have been delivered to you as of Tuesday, April 25, 2023 by **** Thank yo so much for your valued business, we hope this resolves the issue. 

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:04/24/2023

  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 could not find a way to cancel an order through VitalCheck. Even though no services were rendered, I was charged $13. There is nothing on their website to be able to cancel an order.A business may not charge money if no services are given.

  Business Response

  Date: 04/26/2023

  Hello ******,

  Thank you for your greatly appreciated feedback regarding your order. After reviewing your order we noticed a refund was in fact processed on April 23, 2023 and should be back into your account within a few business days. We hope that action was able to resolve the matter. If you any further questions please feel free to contact us at your earliest convenience. We hope this resolved the matter.

  Best Regards,

  Vitalchek Customer Support

• Initial Complaint

  Date:04/19/2023

  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.

  Date of transaction: November 2, 2022 Paid $158.50 to process an order for a birth certificate. Receipt says I should receive the certificate around March 22, 2023. It still has not arrived. I called today (April 19, 2023) and was told that it would not be processed until September. This was no guarantee. I requested to have my money back and was told that was not possible. I asked if could speak with someone else and was denied that request. I would like to be refunded the $158.50.

  Business Response

  Date: 04/21/2023

  Hello ***********************,

  We apologize your experience has not been pleasant with us here at Vitalchek. Unfortunately current processing times for the ************** Vital Records is ******* business days. We understand you were provided a different date for delivery but we place a strong emphasis on the dates subject to change as they are only estimated dates for delivery. Once an order is approved for processing and viewed by the ************** Vital Records we are no longer able to process a refund or cancel any orders unfortunately. As of today April 21, 2023, your order has been in process for 115 business days. If you have any further questions or concerns regarding this matter please feel free to reach us at ************** menu option 2. We hope this response offers some clarity and explanation. 

  - Vitalchek customer Service

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19954760
  
  I am rejecting this response because:

  I was told by your representative on the phone that I should now not expect this order to be completed before September 2023. That date is well past the 150 business days before which you are only now telling me I should not have expected a resolution. It is, in my view, unreasonable, if not fraudulent, to charge a premium for a service that is becoming increasingly clear you just cant deliver. I need to have a copy of my birth certificate sooner than September which necessitates going to the office of vital records myself to obtain a copy. 
   
  Sincerely,

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

  Business Response

  Date: 04/24/2023

  Hello,

  Thank you for your swift response. In an attempt to discuss your order we reached we reached out to you via telephone call but was unsuccessful to reach you. We did provide you with a voicemail message with a call back number attached to it as well. We look forward to hearing from you soon.

   

  - Vitalchek Customer Service

• Initial Complaint

  Date:04/18/2023

  Type:Order 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 am attempting to get a copy of my birth certificate from **. I currently live in ********. I tried accessing ******** website but I was sent to the Vitalchek website (LexisNexis is the parent company) which indicates this is only way to get the certificate. On 10/30/22 I paid $45 for the birth certificate, $15.50 for expedited service and $8 for the Vitalchek fee. Total charge was $68.50. It is now 04/17/23 and I have not received my document. I have called the customer service number multiple times at different times of day and no one answers the phone. When I enter the information on Vitalcheks website it does not give me any information. I would like my birth certificate and or a refund. I certainly did not receive expedited service.

  Business Response

  Date: 04/21/2023

  Hello ***************************, 

  We would like to take the time to address your complaint regarding your order for your birth certificate. We understand the importance of being able to obtain your vital record, unfortunately after reviewing your order processing time for The ************** Vital Records is currently at ******* business days. The expedited service you paid for is for the *** delivery which will take place after the order has been fully processed. As of today April 21, 2023, your order has been in process for now 116 business days. When discussing orders placed by phone we always emphasize the importance that processing times provided are estimated times and not a guarantee. Processing times are subject to change. If you would like to further discuss your order please feel free to contact us here at Vitalchek by dialing ************** Menu option 2. We hope this response offers some clarity to this matter.

   

  - Vitalchek Customer Service

  Customer Answer

  Date: 04/24/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:04/18/2023

  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 birth certificate on 4/7/2023 and paid the extra money as the website stated delivery in 2-5 business days. I uploaded my ID and waited. A few days later I received an email stated there was a glare on my ID so I reuploaded. Their website says to wait 24 to 48 hours for this to be verified. It has been 4 days and still shows pending. It has been 10 days and I have not received this birth certificate. When reaching out to the company I was told it could take another 2 weeks. This was desperately needed on an immediate basis for my daughters employer. I feel that I have been scammed into paying more to get this quicker and they did not hold up there end by trying to rush this. Very upset with this company. Their website is extremely misleading.

  Business Response

  Date: 04/21/2023

  We greatly value and appreciate any feedback we can be provided from our customers. Per our agreement with the ******* Vital Records we require specific information on documents to be submitted for approval. We recognize this process may be difficult at times to accomplish. Therefore, these types of orders are often escalated to our ********************** for further evaluation and attention. After reviewing this order there appears to be a resolution. There will be a member of our ********************** attempting to contact customer listed on the order within the next 2 business days from this response. We hope any further communication(s) help resolve this matter.