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:02/07/2023

  Type:Service or Repair 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 ordered products (digitized "personal memories") from their business, LEGACY BOX (owned by this company) on 10/14/22 via an online sale they were having. It is five months later and I have received nothing. Their business required I pay in advance - they send you a box, then you put the items you want digitized in the box - - personal videos, old photos, etc. - - and they digitize everything and send it back. It was a holiday sale and I was hoping I would get these in time for Christmas. Not only have I not received the digitized files back but they are still holding my precious archival tapes and items. On their FB page now I read tons and tons of people filing complaints (I don't use FB as much so I had not read the comments earlier.) To add insult to injury, I paid them up front as their service demands, then they sent me an email demanding another $40 that was not disclosed at the beginning, and now I receive repeated emails saying I have not paid at all (I have screenshots of the payments on 10/14 and 10/22/23 going though my bank account. This is a really corrupt business. The number of people they have not delivered their advertised services to is heartbreaking. These are people's very precious archival materials.

  

  Business Response

  Date: 02/09/2023

  Thank you for reaching out.  We apologize for the confusion with the invoice for the extra tapes that were sent in with your order.  You did purchase a kit intended for 10 items to be digitized.  Each kit comes with extra barcode stickers if you would like to send in more items than the kit is specified to contain.  The barcodes for these extra items in the kit are priced as $17.99 each, plus tax.  You sent 18 VHS tapes in this kit, and the invoice for the extra tapes was created on 11/30/2022 when your box was checked in to the facility.  We completed the kit on 02/03/2023, at approximately 12 weeks.   We realize that this feels like much longer while you are waiting for your order to be completed, and this is why we process every order as quickly as possible!  Please let us know if you need any further help with this order.  

• Initial Complaint

  Date:02/06/2023

  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.

  I shipped 15 audio tapes to Southtree on or about June 3, 2022 to have them digitized. I received frequent status reports on their progress with digitizing these tapes. I received the tapes along with their digital copies on or about November 11, 2022. I spent numerous hours listening to each of the digitized versions to discover that basically all of them were substandard. Some of the digitized recordings were backwards, some were barely audible, others were so garbled that one could not actually understand what was going on. Since NONE of the digitized copies were usable, I requested a refund of $172.58 on November 12, 2022. On November 14, 2022, I received a response to my refund request – to me it appeared to be a standard generic response:
  "Our process is to provide a one-to-one transfer of each of your items as they play on our equipment. Since we do not offer any editing or enhancement services, any quality issues that exist on the original item will be present in the digital files. This includes, but is not limited to, volume irregularities or any issues that arise from the way the audio was originally captured.
  Additionally, it’s important to note that audio reels. . . were not made with long-lasting materials and can suffer quality loss over time no matter how well they were stored. From our experience. . . audio reels can be very temperamental, which means that digitizing the audio captured on them is more of an art than a science."
  
  After receiving my digital copies and being frustrated with Southtree’s response, I purchased a reel-to-reel unit and have played many of those tapes – all with significantly clearer quality, and am now in the process of digitizing these tapes myself. My assumption is that Southtree used high-speed duplication with extremely dirty heads on their machines. It is obvious that Southtree has exceptionally poor quality control and then merely shifts the blame to the customer for providing materials in poor condition.

  

  Business Response

  Date: 02/09/2023

  Thank you for reaching out.  We are sorry that our digital files were not up to your expectations.  The information in the email from our Customer Service Team was accurate, to let you know that our process is intended as a one-to-one transfer of your media items.  For audio reels this means that any discrepancies in recording speed or direction of the tape will come through in the digital copy.  This email went on to say that we would still be happy to review your files with you further!  Please refer back to this email and reply with audio samples for comparison, and we will be happy to review your order for any applicable refunds!  We look forward to hearing from you!  

• Initial Complaint

  Date:01/30/2023

  Type:Billing 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 business is Legacybox.com. I receive emails from both Southree and Legacybox for the same issue so I will assume they operate under both names. Ordered digitizing from the company. Received order. There company process is to automatically back to cloud for fee unless written for cancellation in specific wording. I'm sure those terms were in the fine print. The issue is in the cancellation process. Somehow along the way of this one order, the company attached at least 4 order numbers to my name and my credit card. Now I am expected to know all the orders they want to save these same files to and charge. I have been exchanging emails, each received either with confirmation of cancellation or promise to get back. Today I received a charge under yet another order number. I can't figure out if they are a scam or just messed up systematically with all these order numbers and inability for the customer to simply cancel any or all services. The orders I have found so far include:
  ******* ******** ******* ******* The original order is the last one listed. This is the one I requested no service. The others continue to appear on correspondence for the same digitizing event. I have filled a dispute with the credit card company. And this may finally get resolved after more aggravating emails back and forth. Meanwhile, I wanted to file in case there are others in the same boat or potential future customers unaware.

  

  Business Response

  Date: 02/14/2023

  Thank you for reaching out.  We apologize for the confusion caused by the invoice numbers provided!  These are all invoice numbers for different add-ons applied to the same order.  We further apologize that the email with the offer to purchase Legacybox Backup caused greater confusion!  You did purchase this service through the recent email offer when you already had this service on your order, and it has since been refunded.  Our initial email reply dated 01/29/2023 had all of the information needed to cancel the Legacybox Backup Service from your order.  We ask that this paragraph, requesting that you fill in your name and order number, be copy and pasted in your reply email because we want to make sure that you acknowledge that your files will be removed from our Backup system when this service is cancelled.  This form was sent back later that day on 01/29/2023, and the service has been cancelled!  Thank you for this email.  Please let us know if you need help with anything else.  

• Initial Complaint

  Date:01/23/2023

  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 October 18, 2022 I was billed in full on my credit card for services that have still not been rendered and with no communication about when I can expect the product or services to be delivered. I used the company based on their multiple adverting and statements to the effect that it can take up to 10-12 weeks but that time has passed. They do not reply to inquiry’s do not answers the phone or return calls and they have irreplaceable family heirlooms and treasures or mine. At this point I want either the service I paid for delivered or a full refund and my tapes returned. It seems almost like a fraud has been perpetrated or this is a criminal enterprise. I have two order numbers with legacybox: ******* *** *******. There is no way it seems to get in contact or trace my belongings.

  Customer Answer

  Date: 02/09/2023

  I can not fill out this online reply but NO the company has not replied and sent me scrambled, and mostly missing videos on DVd and thumb drive.  I would like a full refund and am filing a fraud claim with AMEX.

  

  Business Response

  Date: 02/09/2023

  Thank you for reaching out.   We apologize that it has been difficult to reach us; we are trying to reply to everyone as quickly as possible!  We understand how difficult it is to be parted from your tapes while we digitize them, but our process does advertise that it can take approximately 12 weeks to complete.  Your order arrived in November and was completed in January, at approximately 12 weeks.  Please let us know if you need anything else!  

• Initial Complaint

  Date:01/20/2023

  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.

  I ordered digitization of several items representing my Mom's life's work from Southtree, Order #******* in October, soon after my Mom's death. The digitals were returned to me but the video cassette had not captured the sound. I reached out via email to customer service on November 9 to ask how they wished to handle their error. I was sent a prepaid return label which I attached to the box containing just the video and returned it via UPS ground. Tracking number on the label was ******************. I was told at that time that because it was their error, they would expedite its redigitization. According to UPS, this was delivered on November 16 at 10:20 a.m. Having heard nothing from Southtree, however, I e/m'd them on November 25, and received a message back from "Caleb" that it had indeed been received. I tried following up several times via their customer service online and on the phone. The email messages indicate they will get back to me. No one has. I've called and been told they are investigating. That was more than two weeks ago. Now when I try to call and leave a message for them to return my call, I don't hear from them. I just want to know at this point where this valuable tape is. If they can not rectify the problem, I want my money back. If they can, I want the tape and the digitization back. Above all, I just want some form of communication that this is a priority and they have found the tape!!!

  

  Business Response

  Date: 02/09/2023

  Thank you for reaching out.  We sincerely apologize that the tape containing your mother's work was not checked in when UPS shows that it was delivered!  Our Customer Care Team has been researching, and the investigation will not be closed.  We understand how difficult it is to be parted from such a precious keepsake, and we will do everything we can to help.  Please reach out to our Customer Care Team by replying to any of the emails that you have received when you would like an update.  

  Customer Answer

  Date: 02/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because completion of the project is my desired outcome. Until then, it is unresolved.
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 02/24/2023

  We are very sorry that your package has not turned up.  Although there is always a possibility that something will turn up in the future, it looks unlikely that we will be able to recover your box. Our team has used all the tools we have at our disposal, and we believe UPS has as well. Unfortunately, there is nothing else that we can do on our end.  We sincerely apologize that this has happened, and understand that the tape you sent in was irreplaceable and invaluable.
  
  We remain optimistic about the possibility that the package may eventually arrive at our facility, as we have had a few cases like this in the past. We will continue to leave the order active and open so that if your package ever arrives, we can receive and process it. You will be notified automatically if and when delivery does occur.
  
  We regret having to deliver this news, but your request for a refund for this tape has been processed.  Please let us know if you have any further questions about this process or anything else.

   

• Initial Complaint

  Date:01/20/2023

  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.

  Placed and order with Legacybox to digitize VHS tapes. They advertise as a secure & safe way to ship and digitize old family VHS recordings. They shipped an empty cardboard box to send my family VHS tapes to them. No shipping protective packaging for the tapes. No sealed bags for the tapes. Not even paper or bubble wrap was provided. Nothing. At that point I decided not to use them and asked for a full refund. They advertise refunds within 30 days. No notes on restocking fees. (see attached screenshot from their website)
  
  The total paid for the order (they immediately charged the entire amount to my CC) was $323.73
  When I cancelled they notified me that the total refund would be $239.02. It took several days to get them to respond to my questions on why it was only $239.02. Only after I posted complaints on social media did I get a response from them. They did not refund the $24.95 for shipping and charged me a restocking fee of 20%.
  
  I cancelled the order within a week of receiving that empty cardboard box. They did zero digitizing work on this order and yet they are trying to charge me 20% plus shipping fees. Neither are mention under return policies on their site.
  
  I want a FULL refund of $323.73
  
  Legacybox Order # ********
  $54.99 - Expedited digitizing fee
  $39.99 - Digital download fee
  $159.80 - Services for digitizing VHS tapes
  $19.95 - Shipping insurance
  $24.05 - Taxes
  $24.95 - Shipping
  TOTAL: $323.73

  

  Business Response

  Date: 02/09/2023

  Thank you for reaching out.  We apologize for the confusion when searching our Cancellation Policy on the website.  The information in the attachment to this correspondence refers to our Return policy when media items are sent in to be reprocessed.  The Cancellation Policy was attached to the email correspondence with our Customer Service Team.  In that email we made an exception of your order to help you through the cancellation policy, and the only portion of the order that has not been refunded is the $24.95 shipping fee.  This fee is only refundable before the kit ships from our facility.  We apologize for this inconvenience!  

  As stated in that email, we understand your disappointment with the lack of packaging materials with our ship kits, but we do ask that you pack the media items yourself when sending them to us because the combinations of items that can be sent in our kits are quite varied!  Any packing materials provided would not work for every order placed.  After we process the kit, we would make sure to package your items securely before returning the completed kit to you.  

  If you have further questions about any of this information, please reply to the email from our Customer Service Team to receive immediate attention.  Thank you!  

• Initial Complaint

  Date:01/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 placed an order and charged 12/12/22 $189.14. I then noticed that this was not the price of the special that was offered. I called and was given the special price of $124.53. I was not told that the box with bar codes from
  original was already shipped and to discard. In the mean time, I put my tapes in the original box and sent in. Almost the next day the second box arrived. I called to ask why and they told me I was suppose to destroy the first box. I was charged for both, on 12/12/22 and 12/13/23. Order # 1747910. I have called numerous times, only to be put on hold. Left a message and emailed twice. Not response. I want the $189.14 refunded. I owe them for additional items, which I will then gladly pay. They are holding up my order because I won't pay for the additional items. Thank you. **** *******

• Initial Complaint

  Date:01/05/2023

  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.

  Don't send them your originals if you don't want to lose them.
  
  I sent them my original cassettes (2) of my grandparents who have passed away. They did a terrible job of converting them. I could barely hear the voices. When I contacted them back, they asked me to send those back so that they could rework it. I did.
  
  I received a notice on Dec. 21st, 2022 confirming that they had received the return.
  
  Then I received another notice on Dec. 27th, 2022 to let me know that they were finished working on them. It said nothing about when it will be coming back to me.
  
  Since then I have contacted them multiple times, via emails and phone. However there has been no response. The website doesn't offer a way to contact them. They are not replying to the multiple emails I have sent. And they don't answer the phone. They just keep playing music. It has been playing for past 30 minutes!
  
  Do not send them your beloved media that you don't want to part with. You may never get them back.
  
  Here's the email from Dec. 21st, 2022:
  Southtree ORDER #*******
  Hi *******,
  
  Your return has been received here at Southtree and assigned to a lead technician. Our lead technician will review your order and make the requested corrections!
  
  We're giving your order the VIP treatment by providing expedited processing. This means you order should be here no longer than 1-2 weeks. We'll be sure to let you know once your return has been completed!
  
  Thank you again for choosing Southtree!
  
  Email from Dec. 27Th:
  
  Southtree ORDER #*****
  Hi *******,
  
  We wanted to give you a heads up that one or more of your items had some pre-existing quality issues that arose in conversion. We still converted it, doing everything we could to ensure the highest possible quality transfer. However, given your media's original quality, the transfer isn't great and doesn't meet our normal quality standard. We've found that our customers still want the digital transfer and prefer we capture the footage, even if it's poor quality.

  

  Business Response

  Date: 01/06/2023

  Hi *******, 

   

  Thank you for taking the time to provide us with your feedback. We apologize for the extended wait time on the phone as we are a small team. We try to make this as clear and upfront as possible when calling in and offering the option of a callback as soon as a team member is available so you do not have to wait! As we mentioned we are a small team working as quickly as we can to answer phone calls and emails in the order in which they are received. We took a look at your correspondence and can see all three emails you sent in were responded to and we apologize if you did not receive them. An email was also sent to you when your return was completed and shipped out along with tracking information. We have included that below for your reference. It looks like it is scheduled for delivery on Saturday. ************************************************************************************************************** * Your order was reprocessed however since we do complete a 1:1 transfer as advertised, the digital version will be a direct reflection of the original item(s). Volume is not something that we can adjust but there are free apps available such as audacity that may allow you to increase the volume. 

  Customer Answer

  Date: 01/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I did click "2" when I made the phone call yesterday to be placed on waiting list.  However no one has bothered to call me.  I have not received any email from you since the December 27th in response to my various inquiries about where my original media is.  The only response I got was an automated message to one of my emails that had the generic message telling me that you would get back to me.  

  So it is a LIE that you responded to me.  

   

  The volume on the original was good and we were able to hear the voices well.  This is something that you have not done correctly while converting.  There are various complaints against you and poor reviews now that I have had time to look for them.  "We are a small team" is not a good excuse.  You should not accept more projects than you can work on.  You need to send me a conversion that actually is audible or refund my money.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/23/2022

  Type:Billing 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 the transaction - 12/19/2022
  Company name - Legacybox under the Southtree umbrella
  We were charged for a subscription for backup. I contacted the company and told them I did not order the subscription. Their response was that I did order the subscription, but if I wanted it canceled, I would need to provide the order number. I provided the order number that was provided with the invoice and charge and got a response that I provided the wrong order number and that they could not process my cancelation without the correct order number. I emailed the office that I wanted to cancel all subscriptions with their company and got a response sure what is the order number. I also called and waited on the phone line for over 30 minutes for support - which states that it is 24 hours - and no one answered. I used their text message system and there was no response. The person who responded to my emails did not attempt to address my request to cancel so I asked them to stop emailing me.

  

  Business Response

  Date: 12/30/2022

  Hi *******, 

   

  We apologize for any confusion. You placed your order under a different email address than the one used requesting information so it did take a little back and forth to locate your subscription. As our correspondence referenced, your subscription has already been cancelled and a refund has been issued. We are happy to assist you and we do apologize that we do need to verify the correct information to ensure you receive the refund and your subscription and not someone else's was cancelled as this permanently deletes your files. We also apologize for any confusion regarding correspondence. You can reach out to us by email or text 24 hours a day but our team and our phone hours are 9AM-6PM EST. 

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Order # *******
  Date of Order: 08/03/2022
  
  Sent Southtree 5 mini DV tapes for a digital conversion which they promised they would be able to do.
  The files have been returned 5 files for 5 tapes - 1 digital file per tape
  Two of the files won't open for me
  The rest of the files contain grainy black & white images with lots of footage missing or unwatchable (the original footage was in color)
  
  My issue is that if the quality in the original files is poor which I'm not disputing it may be, then why should I have to pay the company? They should have been able to tell me that the files are corrupted or unwatchable and returned them to me unconverted. Instead they charged me the full price and sent back a poor conversion taking my money and saying basically that my files are bad and that's my problem not theirs.

  

  Business Response

  Date: 12/15/2022

  Hi *******, 

   

  Thank you for taking the time to provide us with your feedback. We see you have already reached out to our customer service team for assistance but to recap everything here: As stated on our website, we do not do any editing, enhancing, or restoration. We do not advertise that we can make your files better than they are in the original format. If the issues are with your originals, it is not something that we can fix. 
  We did do work on your order and we converted everything you sent us. Blue, black, and grey screens may be present when there is blank space on a tape. We do a one-to-one conversion, so blank spaces will not be edited out of your digital files.

   

  That being said, we do stand behind our satisfaction guarantee and we apologize that your order was not what you were expecting. A refund has been issued on your order already, and you should have a confirmation email as well. 

  Please don't hesitate to reach back out to our customer service team if there is ever anything else we can help you with. 

  Customer Answer

  Date: 12/15/2022

  
  
  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,
  
  
  
  ****** ******