VitalChek

I'm a Court Appointed Fiduciary and ordered a death certificate for a client's spouse so that I can sell his home for his long-term care needs. I placed the order on Jan 18, it was approved Jan 22 (and I paid for expedited processing)!

It is now Feb 15, and I still have NOT rec'd it! I've called numerous times (staying on hold for up to 2 hrs with NO response), I've sent emails (NO response), used the online chat (again staying on hold with NO response). This is ridiculous, and I will NEVER use this service again!

Now my client's house sale fell through bc I didn't have this very important document! I am soooo mad!

I ordered three birth certificates, 1 for one person; 2 for another person. I received all three certificates for one person which I did not order three for, but did not receive the one for the other person.

It may have been an error, somehow, from the state ordered from, or by this company if submitted to state agency with error of which name and how many each. They would not help and said it was an issue for the state agency, not themselves. Well, since I did not receive exactly what I ordered and don't know how it was sent to state agency, they could have done more to help this customer. I am out what I paid for the one certificate with another name.

I did called the state agency who offered to send me a correct copy if I sent the wrong one back to their office.

Sure, like I would want to pay some more and would trust that I would receive the correct certificate. I feel that VitalCheck should have been able to help with the issue since they were purchased through them.

After paying for rushed shipping, I arrive home after work to a note on my door saying UPS attempted to make a delivery that required a signature. I called UPS attempting to have them change the signing requirements, or change delivery location, or let me schedule a delivery window.

Not only did they say no, they said VitalChek only allowed them to attempt delivery one more time the next day and then it would be returned to sender. No where anywhere did anything say I would need to be home to sign for the package, nor did I have any clue when it was going to be there because the email notifying me that it was going to be delivered soon was a day late-I didn't get it until the day it was actually being delivered, and no I do not have anyone in my life that could give up a day to sit and wait at my house in place of me. UPS also said VitalChek's shipping instructions wouldn't allow them to hold the package for me to pick up and as far as delivery time it would just be anytime the next day prior to 7pm. After pushing for well over an hour on the phone and that person talking to a supervisor they said I'd be getting a call within the hour from the local UPS to arrange a drop off window.

I was thrilled--but then they never called. IT GETS WORSE! After UPS told me VitalChek is the only one that can change delivery instructions, I called them-waiting on hold for about 43 minutes. The only option I was given was to pay an additional $65 to have my order rerouted-but I would still need to sign, non-negotiable and holding it for me to pick up was not an option.

After asking the service rep to transfer my call to a supervisor numerous times, explaining I can't just take work off for the next several days to wait and see if/when it will be delivered-she continued repeating I must be there to sign and pay $65 to reroute, not even acknowledging my requests or questions. When I would attempt pushing a question she would repeat,"Ma'am, Ma'am, you will need to pay $65 to have it rerouted," again and again! When I returned the sentiment, "Ma'am, Ma'am, you're not answering any of my questions or helping me at all," as she continued talking through my words, she then just Uhung up on me! (No, I never cussed at her, called her names, said anything mean) So I had to call back again and wait again, the next service rep immediately contacted her supervisor to see what could be done and after she spoke with them for another 15-20 minutes she came back and told me UPS could hold the package for me to pickup and sign for at their local customer center.

I spent about 4 hours on the phone with UPS and VitalChek that night attempting to find a solution and was treated like I was the one who had done something wrong. Ridiculous experience, hope I never use them again.