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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:10/25/2022

      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 for a rush for my birth certificate on 9/25/22 and it clearly states that it will be processed within ***** business days. Today is 10/25/22 (22 business days) and they keep telling me they will email me the date that I will get my birth certificate. I never get an email and still don't have a clear answer. This is absolutely horrible way of doing business. There is no transparency at all for something so simple of a task. I will now have to consider paying hundreds of dollars to rush my passport application so that I can go see my family.

    • Initial Complaint

      Date:10/24/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased my birth certificate online on October 14, 2022. I paid $18.50 for expedited shipping, but I wont be getting my order until almost a month. I was advised by customer service it will take 18 to 20 business days to process my order. That is not next day air expedited shipping. Also they wont give me a refund for shipping.

      Business Response

      Date: 06/05/2023

      Hello,

      Thank you for your feedback. After reviewing your order with the Los Angeles County Registrar/Recorder we see your order was sent out for delivery on October 21, 2022. Your order was processed in 5 business days and not the full ***** business days that is estimated on the website. We hope you have received your certificate order. All delivery are times are estimated days after processing for each agency. These estimated days are provided while selecting the method of shipping you would like to utilize for delivery. We hope this response clears up any misunderstanding.

      Thank you,

      Vitalchek Customer support

    • Initial Complaint

      Date:10/18/2022

      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 birth certificate through VitalChek more than 6 weeks ago. I have contacted them repeatedly to find out the status of my order because this is a vital record that I should have received weeks ago. The fact that I have not received it has me very concerned about identity theft. When I contacted VitalChek again today, they told me that I have to contact the ***************** about the order directly, that they cannot help me with the status of this order. But when I contacted the *****************'s vital records, they send me right back to VitalChek for the status of the order. I live in ****. I cannot drive to the ********** of ****** in the ***************** to obtain this birth certificate in person. If I cannot get this resolved through VitalChek, I cannot get the birth certificate. In addition, VitalChek is the company I paid for this service.

      Business Response

      Date: 06/05/2023

      Hello *******,

      Thank you for your feedback. We apologize for any inconvenience you have experienced while using our services to obtain your vital records. After reviewing our records we see you had 2 orders placed with 2 different Vital **************** Your order placed with the ******** Vital Records was refunded on January 27, 2023 due to the record having to be requested through the **** Vital *************** That order was shipped out to you on October 28, 2022 with *** delivery. We hope you have since then received your order. 

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:10/18/2022

      Type:Billing 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 filled out paperwork to get a birth certificate for my daughter and there was a fee of *****. I didn't follow through with the request because they wanted a nortized copy of I'd and I don't have the money to get all that and they charged my account yesterday for a fee for nothing. They didn't provide me with a service. I tryed resolving it with them but they won't budge on fee and will not refund back my money.

      Business Response

      Date: 06/12/2023

      Hello *******,

      Thank you for your feedback. After reviewing your order we see you were charged the Vitalchek fee of $15.50. This fee is charged for all Vitalchek orders and is non refundable. This information is disclosed prior to processing your billing information. There will be no further charges pertaining to this order in the future. We will not be refunding this order. 

      Best Regards,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/13/2023

       
      Complaint: 18291316

      I am rejecting this response because:I never received there services

      Sincerely,

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

      Business Response

      Date: 06/16/2023

      Hello *******,

      Thank you for your response. We sincerely apologize our response did not meet your satisfaction. Unfortunately, the order was never completed by you. Per our agreement with ******* Vital Records we are required to request specific documents to approve entitlement which you never did submit. As we mentioned in our last response we will not be processing a refund for the non refundable fee of $15.50. We now consider this issue closed and cancelled. 

      Thank You,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/16/2023

       
      Complaint: 18291316

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 06/22/2023

       
      Complaint: 18291316

      I am rejecting this response because:
      They didn't give any service. 
      Sincerely,

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

    • Initial Complaint

      Date:10/17/2022

      Type:Billing 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.
      Hi there! I have ordered birth certificate from these guys. They have shipped it to me. However, there were several orders created by me and only of them was fulfilled. Other orders were supposed to be cancelled in 20 days. The order certificate was for my son *******************. Anyway, the company charged my credit card 5 times $11 for the last week for no reason. When I reached out to them they said we will credit it back. And they did credit back $11 but then charged me again. There is no reason to charge me $11, I owe them nothing. Those back up orders I created can't be cancelled so they should stay in pending status until 20 days pass. But there is no fee for just creating the order. These guys act like scammers. I want them to give me back my $11*5 and stop charging my card or I will have to report them to the police. They don't pick up their phones so there is no way to settle this issue directly.

      Business Response

      Date: 06/12/2023

      Hello,

      Thank you for your feedback. After reviewing your order we see there were a total of 5 orders placed on the same day using the Vitalchek website. 4 orders have been cancelled and refunded. The one order that was charged was paid in full. We hope this resolves this issue. Thank you for your business.

      Best Regards,

      Vitalchek Customer Support

    • Initial Complaint

      Date:10/14/2022

      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 order my children birth certificate order number *********. They told me it will be here by the10)10/2022 then they said for sure by 10/13/2022 now they said it's delayed. I needed them for the housing authority by next week. They ignore emails I chat with them the lady was very rude. I'll just go pick it up

    • Initial Complaint

      Date:10/12/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've been going back and forth with this company showing proof that I purchased my birth certificate and never received it. They are saying cant send attachment of proof of payment and the system must of purge my record of payment. I would like to receive my birth certificate or a refund of my money.Respectfully,****************************************

    • Initial Complaint

      Date:10/07/2022

      Type:Billing 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 attempted to pay a bill for ******** County EMS through their ***** Nexis payment portal. The screen says the payment fee is zero dollars. The website is secretly charging people a ten dollar fee when the screen specifically states zero dollars fee and shows the total as solely whatever you are paying for the medical bill. How many elderly people have probably paid through this portal and not noticed the dishonest ten dollar fee? They either need to remove the fee or change the screen to honestly show a ten dollar fee tacked on to each and every online medical bill payment. This is illegal.

      Business Response

      Date: 06/02/2023

      Hello *******,

      Thank you for your feedback. After reviewing some of the information provided on this complaint we were unable to locate a transaction to refer to. Please provide us with the confirmation number provided to you at the time of your payment. All of our fees are disclosed at checkout prior to submitting your payment. At the time you do have the option to or not to submit your payment. Please contact us at your earliest convenience so we can discuss in greater detail. 

      Thank You,

      Vitalchek Customer Support

    • Initial Complaint

      Date:10/05/2022

      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 submitted a request for a birth certificate. I then was asked to submit a copy of my driver's license. I was sent upload instructions but no where on the site gave an option to upload the image. I kept telling them I couldn't upload. I then attempted to cancel my order. They said I couldn't and I would need to contact the state vital records. However, the ** state vital doesn't have an email and aren't answering the phone. Bait and switch. They then canceled my order and took my money. I WANT A REFUND. I understand their policy is you waste our time, we take your money ... but they wasted my time.

      Business Response

      Date: 06/02/2023

      Hello *******,

      Thank you for your feedback. An attempt was made to reach you today by telephone but we were unable to speak to you. Please refer to the voice message left so you can give ** a call back. We would like to discuss your order with you in greater detail so we can resolve the issue. We look forward to hearing back from you soon.

      Thank You,

      Vitalchek Customer Support

      Customer Answer

      Date: 06/05/2023

       
      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.

      someone sent the birth certificate I paid for 

      Sincerely,

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

    • Initial Complaint

      Date:10/04/2022

      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.
      They sent the certificate of live birth when I ordered a birth certificate for legal purposes.

      Business Response

      Date: 06/05/2023

      Hello ******,

      Thank you for your feedback. We sincerely apologize you did not receive the correct certificate you requested. We see a refund was provided to you on October 9, 2022. Again, our apologies for any inconvenience that *** have occurred.

      Best Regards,

      Vitalchek Customer Support

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

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