Complaints

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:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 18th 2025 I paid Vital Records - online $59.00 dollars for a death certificate. All the did was email me a PDF of information that I had already filled out on their website. ***************************************************************************** They also provided info on instructions on how to obtain a death certificate buy printing out the **** having it notarized and mail out to the state of *****. They charged me for this. They did nothing but mislead me and probably other people. They did not nor do they provide death certificates. Even though their websites says that they provide them. It is a false advertisement and misleading too. I requested a full refund through their website.

  Customer Answer

  Date: 04/23/2025

  I would like to cancel my complaint. I have already received a refund. Thank you for your time. 

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ORDERED A COPY OF MY SONS ***** CERTIFICATE FROM THEM ONLINE WITH EXPEDIATED SHIPPING. I ORDERED THIS ON MARCH 7TH 2025. IT IS NOW APRIL 11TH 2025 AND I HAVE NOT RECEIVED ANYTHING. I HAD TO UPLOAD PERSONAL INFORMATION FOR THIS DOCUMENT AND I HAVE CALLED AND EMAILED SAID COMPANY AND HAVE NOT GOTTEN ANY RESULTS. AT THIS POINT I AM DONE AND WANT A COMPLETE REFUND SO I CAN CONTACT THE PROPER HEALTH RECORDS FACULTY SO I CAN GET A CERTIFIED COPY OF THE ***** CERTIFICATE I AM NEEDING.

  

  Business Response

  Date: 04/24/2025

  Your order was placed on March 7 and was verified and mailed to the ***************** on March 11. Our check #****** in the amount of $20, made payable to Vital Records, was cashed on March 11, 2025.
  Please note that a trackable return envelope was not included with your order. As a result, we are unable to track when your certificate was mailed back to you.

  Customer Answer

  Date: 04/24/2025

   
  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:04/12/2025

  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 applied with vital records online for a replacement birth certificate and paid $52 it was supposed to be completed within 7 weeks I place the order in October of 2024 and it is now April of 2025 and I still have not received the replacement birth certificate. I wished to receive the birth certificate.

  

  Business Response

  Date: 04/24/2025

  We attempted to contact you several times to confirm details on your application but unfortunately did not receive a response. Even after your email on April 1st, we replied promptly, but we did not hear back from you.
  As a result, we have issued a full refund for your application.

  Customer Answer

  Date: 04/24/2025

   
  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,
  
  ******* E *****

• Initial Complaint

  Date:03/27/2025

  Type:Product 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 was searching online under my State to apply to get my birth certificate in this website appeared not knowing that it was not a part of the state of Massachusetts and Iread all the reviews how it is so fast to get your birth certificate and all the information that was provided, I assume that they were from state of *************. So I submitted an application to receive my birth certificate because its a little bit of a pain to get down to the ********* inorder to obtain one due to the parking. However, I come to find out that theyre not a part of the state of *************, and thereare a part third-party, which was not disclosed to me in the very beginning when first receiving information about them online and when I asked when I was going to receive my birth certificate, I was told it would not get here till about 35 businessdays and then another 7 to 10 business days. I was appalled because that was not the information that was provided on the website. And ******* I know thats not right it stated that I would receive it within 15 to 17 business days however, friend of mine told me to go to ******** which I did in the first place, but this popped up not knowingly knowing it was third-party. I assumed it was again from the of *************. Its not. I finally get to where I need to go and its a totally different web portal in the state of ************* that it does not accept third parties vendors. It will not give birth certificates out third parties so I sent in a question on their online portal and ask what was a hold up and I was it would take up to 35 business days as a disclose in an email and I was like what that was not told to me and thats when did a little bit more further investigation and they charged me $73. Technically the charge is not supposed to be more than $28 big difference. I requested a refund from them and theyre refusing. I filed a dispute on my credit card in closing their email and the state of *********** MA disclosure.

  

  Business Response

  Date: 04/09/2025

  Please note that processing times for all states are available on our website and are also provided prior to checkout. As disclosed clearly on our site, Vital Records Online is a third-party service provider, and our $29 service fee is outlined both online and during the checkout process.
  We confirm that your application and our check (#******) in the amount of $32 were received by the health department on March 22nd and are currently being processed. Our records indicate that the health department has not yet cashed the check.
  As a courtesy, we have issued a full refund for your application. You should see the refund reflected in your account.
  

  Customer Answer

  Date: 04/10/2025

  I want the full $73 that was charged to my credit card and as to this date, April 10th 2025 nothing has been sent. I went onto the city website and I got my birth certificate within 24 hours again as mentioned according to the City Of SpringfIeld there is no such processing from the health department that processes your birth certificate you have to go to the City Of SpringfIeld  website to obtain the birth certificate and I already received it 24 hours later theyre stating $29 that they charge plus $32 equals out to $61 however I was charged $73 from them. I want the full $73 put back onto my account. Ive already disputed the charge with my credit card Company. They gave me a temporary credit of $73 and they expect to receive the $73 

   

  The information on their website is completely inaccurate and does not disclose that you have to wait 35 business days for your birth certificate because again I did my research on my end and the health department does not conduct birth certificates so this webpage is a little bit misleading. And if I had known it was a third-party, I wouldve never gone onto the site because again their webpage is very misleading.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23124374
  
  I am rejecting this response because:

  I want the full $73 that was charged to my credit card and as to this date, April 10th 2025 nothing has been sent. I went onto the city website and I got my birth certificate within 24 hours again as mentioned according to the City Of SpringfIeld there is no such processing from the health department that processes your birth certificate you have to go to the City Of SpringfIeld  website to obtain the birth certificate and I already received it 24 hours later theyre stating $29 that they charge plus $32 equals out to $61 however I was charged $73 from them. I want the full $73 put back onto my account. Ive already disputed the charge with my credit card Company. They gave me a temporary credit of $73 and they expect to receive the $73 

   

  The information on their website is completely inaccurate and does not disclose that you have to wait 35 business days for your birth certificate because again I did my research on my end and the health department does not conduct birth certificates so this webpage is a little bit misleading. And if I had known it was a third-party, I wouldve never gone onto the site because again their webpage is very misleading.

  
  
  Sincerely,
  
  Loryanna D

  

  Business Response

  Date: 04/10/2025

  Your application was refunded in full. 

  Amount: $73
  Date: 03/27/2025 15:53:43
  Refund id: ****************

  Customer Answer

  Date: 04/10/2025

   
  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,
  
  Loryanna D

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 3, 2025 I placed an order with Vital Records on line to receive a copy of my spouses death certificate. Here it is March 24, 2025 and todate I still have no death ceriticate from vital records. I needed the requested document for a specific date and matter occuring on Feb 7, 2025. Repeated calls with being told its pending track your application with still no results. I had to go myself to DC Vital records hoping not to have to do that due to a medical condition at the time. But I needed the document by Feb 7th. I purchased the certificate myself. I contacted vital records asking for a refund. As previously stated todate I still don't have my copy I paid them for and no longer need it since it has taken so long. The matter I required it for was done on Feb 7, 2025.The *** I talked to on March 23, 2025 told me another *** had called and talked to me on March 6, 2025 to see if I still wanted the document, if so they would resubmit. That's not possible I was on a cruise that week celebrating my birthday which is ****************** this point I would like my money refunded.

  

  Business Response

  Date: 04/01/2025

  We sincerely apologize for the delay in receiving your certificate. As a courtesy, we have issued a full refund.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have an issue with the tracking of my vital records. Called the customer service number because the website was no help. The customer service person I talked with was very rude and started using profanity when he got frustrated. I asked for a supervisor and was told no.

  

  Business Response

  Date: 04/01/2025

  Your application was sent to the ***************** on February 21st, but ***** did not deliver it until February 26th. The county typically takes 6-8 weeks to process applications, and your request is still within that timeframe. As a courtesy, we have issued a refund.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23093241
  
  I am rejecting this response because: This complaint was not about timely service. It was how I was treated by your call center customer service employee. While I appreciate a refund. I wanted an apology for how I was treated 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/09/2025

  Were sorry to hear that you feel your experience with our customer service did not meet expectations. We take all concerns seriously and strive to provide the best support possible.
  After reviewing our call logs, we were unable to locate any incoming calls from the phone number listed on your complaint or the number provided in your application. At this time, we do not have a record of any calls from those numbers in our system.
  If you reached out using a different phone number or method, please let us know so we can further investigate and address your concern appropriately.

  Customer Answer

  Date: 04/09/2025

   
  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:03/18/2025

  Type:Customer Service 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 paid VROLLC to provide myself a copy of my brothers Oregon death certificate . VRO took my money knowing that ****** is a closed record state and yet they took my money knowing they could not get a copy of such since a person must be deceased for a period of 50 years before Oregon will provide a death certificate. I believe VROLLC knowing my money under false pretenses.

  

  Business Response

  Date: 03/19/2025

  According to the state of ******, only parents, grandparents, children, spouses, and siblings can obtain a copy of vital records with proof of relationship. These records are not available to the general public.
  We have processed a full refund for your application.

  Customer Answer

  Date: 03/19/2025

   
  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:03/15/2025

  Type:Billing 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 just ordered a birth certificate. They said the cost was $66.65, which I paid. I was paying for expedited processing and shipping. THEN, AFTER that they asked me to validate my account and THEN tell me that I'll need notary services for an extra $25 from their provider or I have to go somewhere in person (waste of my time) and pay notary fees to someone else. This is COMPLETELY UNPROFESSIONAL BAIT and SWITCH. I'm completely disgusted with their business practice. I've requested a refund, doubt I'll see a *****. I will likely have to dispute charges through my credit card company.Disgusting and disturbing that a company would act like this.

  

  Business Response

  Date: 03/19/2025

  The ***************************************** requires applications to be notarized for processing. For your convenience, we have partnered with an online notary, or you may visit any in-person notary of your choice.
  Per your request, your application was refunded just hours after your purchase.
  Refund Details:
  Amount: $66.65
  Date: 03/15/2025 17:46:07
  Reason: Requested by Customer
  Refund ID: ****************

  Customer Answer

  Date: 04/02/2025

   
  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:03/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a copy of my birth certificate from Vital Records online for $49 on January *******. Today is March 13, 2025 and I haven't received anything. When I chat with them, I can't get a response and when I email them, they say they're still verifying my records. That's a load of c*** I want my money back before the ***** deadline in May. I should've gone through the vital records in ************ in the first place.

  

  Business Response

  Date: 03/19/2025

  The ****************************** has strict identity verification rules. The ** you submitted was expired and not an acceptable form of identification. We previously sent you a list of acceptable **s, but we did not receive a valid one from you. As a result, we have processed a full refund.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an expedited birth certificate on ***********. Received a request for "validating" my ID documents and sent them in on Jan 7 2025. Received correspondence on Jan 8 2025 that documents were received and being forwarded to health ***** Upon logging in on the website the order has been "processed". Nothing has been received. Called on ********* and was repeatedly told they sent everything for process and they cannot do anything about it. Now waiting for 3 months - nothing received - appears to be a scam, taking customer money and not delivering the product promised.

  

  Business Response

  Date: 03/19/2025

  Our records show that your application was mailed to the health department on January 9th. However, upon further review, we found that although the package was delivered, they have not yet cashed our check (#******) for $75. As a result, we have issued a full refund.