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State Vital RecordsThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
06/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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 response
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
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 response
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
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 response
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
04/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
05/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
05/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
08/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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