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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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    Customer Complaints Summary

    • 593 total complaints in the last 3 years.
    • 281 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/08/2025

      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.
      I placed an order for a new birth certificate (I have a new name now) with VitalChek on November 2024.I heard nothing from them at all until today, 4/8/25, where they emailed me and requested to confirm information via phone because they were unable to find my original records.The phone line goes nowhere - ************ As of this writing I have been on hold for 2 hours and 40 minutes.This is especially troublesome because I paid them for this service already and Im not even able to provide the information they are requesting to perform the service.This is the only business that our state (NY) contracts for this service, so I feel like I have no choice but to file a complaint, as Ive been very patient and need my records that I paid for already.

      Business Response

      Date: 04/18/2025

      Hello *******.

      We appreciate you placing your birth certificate order with VitalChek and sharing your feedback. We are sorry to hear that you are dissatisfied with your experience.

      As we review your order, we realized that the documents you uploaded was approved on April 12, 2025. Your order is currently being processed by the **** State Vital Records office. ************** is experiencing long delays in processing orders (current processing time is ******* business days). 

      Best regards
      VitalChek Customer Support


      Customer Answer

      Date: 04/21/2025

       
      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:04/07/2025

      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.
      I ordered a replacement birth certificate on 3/20. I received notice afterwards that I need to upload additional documentation which I did, then received another notice that even more documentation was required to upload but did not specify what. I submitted a request for support via email per their website prompts and have spent multiple hours on hold at their support line with no answer. The website does not provide clarity or transparency into the process nor directs you to what specific information you are missing. Meanwhile I am unable to access my necessary documents.

      Business Response

      Date: 04/24/2025

      Hello *******,

      We appreciate you ordering your birth certificate through VitalChek. Were sorry to hear about your frustrating ordering experience. As we review your order, we realized that the document you needed for the order to be processed was upload and approved on April 16, 2025. The Arizona Vital Records is currently processing your order; an email will be sent to you with the tracking number once the record is shipped.

      Best regards

      VitalChek Customer Support

       

      Customer Answer

      Date: 04/25/2025

       
      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:04/07/2025

      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.
      I placed my order on 04/02/25 I submitted notarized form same day after they asked, it says it would process within ***** hours which would have been Friday 04/04/25 I emailed them no response and Ive called 3 times today and waited an hour or over an hour to for no one to pick up, my order is still pending, there is no purpose to pay for next day shipping when you cant even approve the docs in the time frame they provide, this is ridiculous and I need my birth certificate for important reasons so everything has to be put on hold due to this company never again!

      Customer Answer

      Date: 04/07/2025

      After waiting on hold for the last time for 3 hours I was able to speak to someone so the issue is resolved thank you !

    • Initial Complaint

      Date:04/06/2025

      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.
      I placed an order ( *********) and spent over three hours waiting on the phone to speak with a VitalChek employee. Finally on Saturday, March 5th at 8:59 pm I spoke with ****, a representative. I told him I wanted to have this order apostilled. He confidently told me that he could cancel this order and placed another one, charging me another $120 dollars. I then got a request for documentation, thinking it was the new order. It turns out he did not cancel it. I tried to call the health department to cancel it after I emailed VitalChek, the woman was unhelpful and refused to cancel it. On top of that she told me the information was inaccurate and they could not complete the order, BUT were still going to charge me for "work" done.

      Business Response

      Date: 04/23/2025

      Hello April,

      Thank you for your feedback. We attempted to reach you today (April 23, 2025) by phone. Unfortunately, you were not available to take our call. Please give us a call back at your earliest convenience. We provided you with the best call back number to reach us in your voice message inbox. We look forward to assisting you soon.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/23/2025

       
      Better Business Bureau:

      I called back VitalChek's representive, ****, and spoke at length with him over the phone. My refund was processed. He is also addressing my other concerns regarding the call times.


      Sincerely,

      ***** *****

    • Initial Complaint

      Date:04/04/2025

      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.
      Ordered a birth certificate with an estimated delivery date of feb 28, 2025 and I have consistently written and called this company. To date, they are still looking into the problem! If they cannot give me my birth certificate, then return my money! I have an important event in ***** and may miss it because I may not get my passport in time! I need my birth certificate. Please help.

      Business Response

      Date: 04/14/2025

      Hello *****,

      Thank you for your feedback. After reviewing your information provided, we were not able to retrieve an order. Please provide us with your order number so we can better assist you. We look forward to hearing from you soon.

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:04/03/2025

      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.
      I have placed on online order for a duplicate copy of my Birth certificate from the state. They are listed on the county's website with a link on the place to go to get a copy. I have submitted my information and filled out the form. I then travelled to get this notarized and uploaded a copy. Their site speciically states ***** hours. Order is still pending. Calling them garners on hold with no response for hours. They dont pick up the phone, they dont answer emails. I could have driven across the states for a copy quicker than this company claims!

      Business Response

      Date: 04/22/2025

      Hello ******,

      We apologize for the frustration and inconvenience you have experienced while ordering your certificate.  We appreciate you taking the time to share your feedback so we can pass it on to the appropriate personnel. We apologize for the delay you experienced; we are currently experiencing delays with document approval. Again, we apologize for any inconvenience and frustration this has caused you.

      Best regards

      VitalChek Customer Support

      Customer Answer

      Date: 04/22/2025

       
      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:04/02/2025

      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.
      I placed an order with Vitalcheck to get a copy of my birth certificate. they asked for a notarized form, which I submitted on 3/27/25. That document shows "In Review". they say on their web site that ALL documents take ***** hours to review. it has been 5 business days. I have sent 3 emails to customer support, zero replies. there is no phone number or anyway to contact a human. I am starting to think I gave my personal information and credit card number to a scam site. I am not sure what else I can do. I paid for expedited shipping, because I need the certificate right away. that didn't seem to do me any good.

      Business Response

      Date: 04/22/2025

      Hello ******,

      Thank you for your feedback. After reviewing your order with Los Angeles County Registrar/Recorder, we see you have an order pending completion. Your order is currently in process and the estimated date of delivery is May 6, 2025. We sincerely apologize for the delay encountered during the processing of your order. We are working diligently to complete orders. Please feel free to contact us if you have any further questions.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/22/2025

       
      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:04/02/2025

      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.
      Despite multiple attempts over multiple weeks to contact this business via telephone, email, and facsmilie, I have received no resolve. I paid additional monies for VitalChek processing and an overnight *** delivery for a marriage license copy from ***********. Unfortunately, I have not received it, as agreed. To add, yesterday, I waited on hold for 1 hour and today for 3 hours before disconnecting the calls! After reading some of the previous complaints its not only clear that this is an ongoing issue; but also, that this business only responds to escalations (i.e. BBB complaints). Otherwise, why would they have an A Rating considering the track record that I just reviewed on this website by many other customers? It is most certainly misleading to the consumer. All in all, I am asking that VitalChek finish the job that they have received payment for. I would like my document to be sent now, and would like to also be fully refunded all associated processing and overnight post fees.Please see the attached documentation to support my complaint with this company. Thank you.

      Business Response

      Date: 04/22/2025

      Hello *******,

      Thank you for your feedback. After reviewing your order with Cook County Clerks Office, we see you had your order delivered to you on April 10, 2025. The estimated delivery date provided to you was set for March 24, 2025. We sincerely apologize for the delay and the inconvenience it may have caused you. An email has been sent to you regarding the measures we have taken to accommodate you. 

      In regards to responding to our customers, we have a variety of platforms we use to respond to our customers daily. We value the feedback all of our customers provide us. Once again we thank you for your feedback and apologize for any inconvenience that this delay caused you. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/22/2025

       
      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:03/30/2025

      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.
      Ordered a birth certificate copy *****************. The estimated delivery date was March 7th 2025. Status has been stuck on order processing without any email updates. Ive called TWICE. The first rep just said give it a week. I gave it a week and Vitalchek gave me NOTHING. I called again and the second rep said someone will look into it and email me. Never got an email and definitely didnt get my birth certificate. Stop lying to me to get me off the phone and just give me what I paid for.

      Business Response

      Date: 04/17/2025

      Hello *****,

      We sincerely apologize for the extended processing time of your recent order with us. We understand the importance of timely deliveries, and we regret any inconvenience this delay may have caused. Current processing time for ************** Vital Records is ***** business days.  As we review your order, the package was shipped on April 7, 2025. However, the document was returned to the sender (Vital records office) as *** was unable to deliver the package on their final attempt. Additionally, the vital records office received your package on April 11, 2025. We would like to verify your address before we ask the agency to reship the document to you. You can provide a call back at your earliest convenience at the number was left on voicemail box.

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 04/21/2025

       
      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:03/29/2025

      Type:Customer Service 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.
      I ordered my birth certificate however my card wasnt charged the remainder of the processing fee. Turns out my card was locked. Easy fix or so i thought. The customer service number puts you hold for an hour + and no one answers the phone. Ive called three days in a row. Also no response by email either. I literally am trying to contact them so they can finish processing my order. And am getting nowhere.

      Customer Answer

      Date: 03/30/2025

      Ive been contacted by the business. Please cancel this complaint.

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

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