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:04/10/2025

  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.

  Date of Transaction: ********** I ordered a birth certificate to be delivered to me via mail. Several weeks later I have no birth certificate with no calls, messages, or emails about issues. My company requires a birth certificate within a certain time period to add my newborn as a dependent on my benefits and to authorize my FMLA for child bonding time. I contacted the business only to be told that my order was returned as "undeliverable" since mid-March even though they had the correct address. When I informed them of the time limit my company has, they responded as if it was my fault when I had no contact from them about the issue. When I asked for the order to be expedited in some way because I needed that document ASAP, they refused and said they would send it out via regular mail "soon".

  Business Response

  Date: 04/14/2025

  Thank you for your submission. After reviewing the order number, contact details, and the receipt you provided, we found no record of a transaction with our company. It appears this complaint was intended for a different business, likely VitalChek, as the receipt and order number align with their format.
  We recommend reaching out to that company directly for resolution.

  Customer Answer

  Date: 04/14/2025

  Complaint: 23188293
  
  I am rejecting this response because:
  I contacted VitalCheck prior to reaching out to Vital Statistics. The information I received from them was that all they had was the confirmation that the order shipped, which they communicated to me. Once the order was shipped, since it was sent using normal mail, they have no tracking information on it. It was Vital Statistics that failed to communicate with me that the order had been returned "undeliverable" and was (according to what the Vital Statics agent said to me on the phone) "sitting in the return box since early March". Seeing as how I had to confirm my name and other information it seems like it was well within the capability for Vital Statistics to reach out and inform me that the document was returned. VitalCheck would be unable to do this because, as I stated above, they have no tracking beyond the point where Vital Statistics tells them that the order has shipped.

  
  Regards,
  
  **** *******

  Business Response

  Date: 04/22/2025

  Hi,
  We are not the official Vital ***************** nor are we affiliated with VitalChek. After reviewing the information provided in your BBB complaint, we found no record of an order placed through our website, **************************. We searched our system using your name, email address, and phone number and found no matches.
  Additionally, the order number shown in the receipt you uploaded corresponds to a VitalChek order, not one from our platform. Since the order was not placed with us, we do not have access to any information regarding its processing or shipment.
  To view the status of your order, please visit VitalChek directly at:
  ****************************************************************
  Thank you.

  Customer Answer

  Date: 04/23/2025

  Complaint: 23188293
  
  I am rejecting this response because:
  This is a copy/paste response that is the same as the last message I received. There is no new information given or any attempt at resolution on their end.

  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/26/2025

  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.

  I was filling out an application to receive a birth certificate. I did not finish the application. I got multiple emails telling me to finish the application. A week later I was charged processing fees for an application that was never finished!! I got an email saying that it would be refunded. They did not refund the full amount. I called to try and get my refund and was denied. The application was never finished. The order was not placed. I should have never been charged as there was no processing to be done.

  Business Response

  Date: 03/28/2025

  Thank you for bringing this to our attention. The customer began an application but did not complete it. As outlined in our terms that must be agreed to, a $14 non-refundable application initiation fee is charged and retained when an order is placed. This covers account setup and platform usage. The remainder of the payment was fully refunded. The $14 fee was the only amount not returned, as it is non-refundable and clearly disclosed during the application process. This fee remains available as a credit toward a future order. 

• Initial Complaint

  Date:10/07/2024

  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.

  The transaction took place on October 5, 2024, for the amount of $43. I was ordering my birth certificate online, as it is required for housing assistance documentation. After submitting the order, I was redirected to another page that mentioned an additional notary service, costing $29. There was no prior notice informing me that a notary would be necessary before I completed the order, and the $43 had already been deducted from my account.Unfortunately, I do not have the additional funds to pay for the notary service, so I would like to cancel the transaction. However, I have been unable to contact anyone from the company, as there is no available contact information. Upon reviewing the refund policy, I found that a portion of my payment would be withheld, though the reason for this is unclear.This situation feels both unfair and misleading. They should have provided clear information about the notary service requirement before allowing me to submit the order. Additionally, the lack of accessible customer service is extremely frustrating. I request a full refund as soon as possible so that I can proceed with ordering my birth certificate in person.

  Business Response

  Date: 10/08/2024

  Hi there,
  Thank you for reaching out. I see that you placed your order on October 5 and requested a full refund, which we processed on October 6. A notarized document is needed to complete your order, but you are free to choose any notary service you prefer to speed up the process.
  If you have any further questions, please feel free to contact us at [email protected], the same email you used for the refund.

• Initial Complaint

  Date:06/06/2024

  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 purchased a California birth certificate through State Vital Records (order #*******) on 3/22/24. Its now nearly 3 months later, and I still havent received my document. This is despite the companys website displaying an estimated delivery timeframe of 5/20 - 6/03.Additionally, when I followed-up with the company re: my order status, they simply directed me to call the state records office directly - rather than doing it themselves. So I dont understand what the point was in paying them a service fee, since theyre clearly not providing one to customers like myself.

  Customer Answer

  Date: 06/06/2024

  Attached are my order details for my birth certificate from State Vital Records. Since they've failed to provide my certificate on time (& aren't bothering to follow-up with the state records office on my behalf), I'd like to request a refund of my $15 paid service fee. Let me know if you'd like any additional details.

  Thank you!

  *****

  Business Response

  Date: 06/24/2024

  Thank you for reaching out to us regarding your order (#*******) for a California birth certificate. We apologize for the delay and any inconvenience it has caused you.

  We understand your frustration, especially given the estimated delivery timeframe displayed on our website. After receiving your complaint, we contacted the California State on your behalf to inquire about the status of your order. The State Records Office confirmed that your order was received and processed. According to their records, your document was mailed on June 18, 2024, to the address you provided on your application. The confirmation number for your order on the State's side is RTN: 20240000022990Y0.

  While we strive to provide the best service possible, there are certain factors beyond our control, such as processing and shipping delays by state offices. We do state in our terms of service that we cannot control these delays. We appreciate your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 06/24/2024

  Complaint: 21804978
  
  I am rejecting this response because:
  

  Given the substantial delays, I would like a refund of the $15 service fee that I paid State Vital Records.

  
  Regards,
  
  *********************

  Business Response

  Date: 06/25/2024

  Thank you for your response and for bringing your concerns to our attention. We sincerely apologize for any frustration this situation has caused you.

  We understand that you are requesting a refund of the service fee due to the delay in shipping. However, we must respectfully inform you that our service fees are non-refundable, as stated in our terms of service. This is because our fees cover the processing of your order. As noted on your order status page, the estimated delivery date of May 20, 2024 - June 03, 2024, was provided based on normal processing times. The page also mentions that several variables beyond our control, such as delays at the state records office, can impact delivery times. These delays are unfortunately beyond our influence and are explicitly highlighted in the order details. We appreciate your understanding and patience in this matter. 

  Customer Answer

  Date: 06/25/2024

  Complaint: 21804978
  
  I am rejecting this response because:

  They claimed their service fee was non-refundable, but they failed to fulfill their SLA (service level agreement & timeline). If they refuse to refund my service fee, then I will escalate this matter to the *** and other government authorities.

  
  Kind Regards,
  
  *********************

• Initial Complaint

  Date:04/04/2024

  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.

  4/2/2024 Transaction Date Ordered a Birth Certificate for my son.Was charged $43 and then afterwards was told there needs to be a Notary required to obtain the document. Charged $25 for an online Notary. Waited in queue for so long until I gave up because it felt like no one was showing up.Their site is misleading and appeared to look government in nature. I don't expect I will be sent any documents as I have read a number of other reviewers online not receiving their Birth Certificate as well.This company overall seems fraudulent and is stealing from unknown customers like myself.

  Business Response

  Date: 04/24/2024

  Hey there!

  It seems there may have been confusion regarding the self help mail in option. Rest assured, your orders were cancelled and fully refunded when you requested the cancellation. We have attached the refund confirmation for your records. If you need any further assistance with completing a self help order, please contact **********************************. 

• Initial Complaint

  Date:05/24/2023

  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.

  April 17, 2023 I received confirmation that my license and personal info was received and that April 6, confirmations were sent. I requested my birth certificate. I stated my parents name that should be on the **** I clarified that my marital last name is not the name on my **** My problem is not receiving the **** and secondly, the reference number they gave me to look up the processing does not work.

  Business Response

  Date: 06/14/2023

  Thank you for bringing your concerns to our attention regarding your recent order. We appreciate the opportunity to address the issues you experienced and provide you with the necessary information. We apologize for any confusion regarding the delivery of your order. However, the estimated delivery date we provided you is 7/11/23 - 10/3/23. Since we are still within this timeframe, please allow more time for the certificate to be produced and shipped. We apologize for any inconvenience you may have faced while attempting to look up your order. We are looking into this as a potential technical issue; however, you're always welcome email our support for more information or to let us know that you're experiencing a technical issue. If you have any further questions or require additional assistance, please do not hesitate to reach out to our customer service team any time at **********************************.

• Initial Complaint

  Date:05/16/2023

  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 1/1/23, I was ordering a birth certificate for my son. I thought I was at the usual ***** website I used for my 4 other children. However, I was incorrect in the website. The cost was significantly higher for the birth certificate. Charging $75 per copy, plus a notary fee. Then I received multiple emails that they would not accept my signature and had to supply addiforms of **. The ** list was linked to the ***** website, which made it appear it was legit. I am still being denied the birth certificate.

  Business Response

  Date: 06/26/2023

  We sincerely apologize for the inconvenience and frustration you experienced while trying to order a birth certificate for your son. We would like to inform you that your order was fully refunded on May 16, 2023. We processed the refund promptly once we became aware of the situation. While we understand that this does not fully rectify the inconvenience you faced, we hope it demonstrates our commitment to resolving the issue. Unfortunately, it appears that there was a change in policies by ***** Vital Statistics midway through your order which caused a delay as additional information was required from you to complete the order. If there is anything else we can do to assist you or if you have any further concerns, please do not hesitate to reach out to our customer service team at ************************************************************.

• Initial Complaint

  Date:08/12/2022

  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 adopted my stepson on June 30th via the 18th Judicial Court, Seminole County *******. We spend our time between 2 states as we also have a residence in ****** *****. On July 2nd I sent all required documentation and official Final Judgement and Certified Adoption Form with the clerk of court seal and signature. I sent all fees to "EXPIDITE" this process so that my son can have ***************** and can be enrolled in ************ The fees were to edit his original birth certificate, remove his deceased father, enter me as his father, and change ********** name to **** *************************, "all clearly ordered by the court". We called 2 times to check on the status and the only information we received is "It is processing". I considered contacting the ***************** but I will give the BBB complaint a chance. I paid for expedited service and we haven't received notification of any errors, and we certainly haven't gotten the expedited Birth Certificate. Where is the birth certificate and just how long do we need to wait to move on with our lives? My son needs ***************** and ************ This process has now been 5 weeks. I need to know exactly when the "expedited Birth Certificate will be sent". Your office has not been forthcoming simply becasue my wife used a check to track the payment. The paperwork, Final Judgement, Clerks Statement of Final Order ARE IN MY NAME. This is MY ADOPTION OF **** *************************. I would like to close this chapter. My next complaint will go to the Office of ***** Governor *********************,...today