Business Profile

Genealogy

Ancestry.com

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Consumers should be aware that Ancestry.com/MyFamily.com uses an auto-renewal process that automatically charges the consumer for another year membership if the member does not cancel prior to the anniversary date. BBB files also indicate this business has a pattern of complaints concerning shipping/handling override coupon codes not being accepted.

Complaints

This profile includes complaints for Ancestry.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

843 total complaints in the last 3 years.
247 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.

Initial Complaint
Date:01/03/2025
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.
Ancestry.com sent me an email regarding their auto-renewal policy.I followed the instructions and cancelled my account 3 days before the auto-renewal date.I was still billed for auto-renewal even though I cancelled the renewal one day before the 2 day deadline for auto-renewal. I called to discuss this over charge, as I've been over charged at least 7x over the last year from Ancestry.com and they outsource their help to *****.
Business Response
Date: 01/06/2025
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************

January 6, 2025

RE: **** ****** 22762676

To Whom It May Concern,

Thank you for forwarding Ms. ******* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.

Our records indicate that Ms. ****** initiated an All-Access Family Plan autorenewing on January 2nd and July 2nd of each year. Additionally, a subscription for Ancestrys Pro Tools was billing monthly on the 20th of each month. Records further show that Ms. ****** called on November 21st regarding a cancellation and only the Pro Tools subscription was cancelled at that time. We sincerely regret any frustration this matter may have caused.

During a phone call Ms. ****** made to our support center on January 3rd, we issued a refund in the amount of $281.99 back to the account that was originally billed. The confirmation number for this transaction is *********.The access to the databases associated with this membership was terminated effective January 3, 2025, and there will be no future billing from Ancestry.Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.

We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Customer Answer
Date: 01/06/2025

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,

**** ******
Initial Complaint
Date:12/28/2024
Type:Sales and Advertising 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.
Ancestry has charged my account $21.99 per month for an account that I have not authorized. About 2 years ago, they were billing me for two separate accounts. I had one canceled to my gmail account and they had to refund me. That same account has been activated and has charged me for the past 12 months. I spoke with ancestry 12/28/24 and they informed me that it was attached to my gmail account. When I attempt to access the account through my gmail, ancestry is not responsive. The last account that I used was attached to my hotmail account in which I have a free account. ********************** only wants to refund 3 months, I want the full 12 months that they have withdrawn.
Business Response
Date: 01/02/2025
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************

January 2, 2025

RE: ****** ***** 22739667

To Whom It May Concern,

Thank you for forwarding Mr. ***** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.

Per Mr.***** ********** he cancelled one of the two subscriptions for which he was being charged. Our records show that the account linked to the email address he provided within his complaint has not been charged since March of 2023.Therefore, that is the account that was cancelled and the other account was left to continue with the subscription.

Our billing system allows us to issue refunds for charges that occurred within the last 13 months. Therefore, since Mr. ***** is now stating that neither subscription was wanted, we have issued a total of 13 refunds in the amount of $21.99 each back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.

We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Initial Complaint
Date:12/27/2024
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.
On 6/26/24 I paid for a 6 month subscription (Order# *********) and then canceled my membership on their website. Today 12/27/24 I saw I was being billed for auto-renewal. I'm not sure how canceling an account does not encompass auto-renewal. This seems to be a violation of recent legislation that ensures cancelation is clear and complete. I am requesting they fully refund this charge.
Business Response
Date: 01/02/2025
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

January 2, 2025

RE: ****** ******* – ********

To Whom It
May Concern,

Thank you
for forwarding Ms. *******’s complaint to us. At Ancestry, we are committed to
providing excellent customer service and hold our customers’ satisfaction in
the highest regard.

Our records
show that Ms. ******* initiated a semi-annual All Access Family Plan membership
on June 26, 2024, which was set to automatically renew on December 26th.
A notification was sent to her via email on November 25, 2024, reminding her of
her upcoming subscription renewal which included the amount she should expect
to be charged. However, our records show that the subscription was not
cancelled until December 27th, the day after the subscription renewed.

As a courtesy to her, we have issued a refund in the amount
of $259 back to the account that was originally billed. The confirmation number
for this transaction is***-***-**** The access to the databases associated with
this membership has been terminated effective immediately, and there will be no
future billing from Ancestry. Please note that it can take between 3-5 business
days for these funds to become available within their financial institution,
depending on their refund policies and procedures.

We always appreciate any opportunity to assist our members
in discovering, preserving, and sharing their family history. If at any time in
the future they become interested in researching or saving their family
history, they may continue to use the free services found on Ancestry even now
after their subscription has ended.

If you have
any questions regarding this matter, please do not hesitate to contact us at
###-###-####.

Sincerely,

Kaity
Executive
Response Team
Ancestry
Customer Answer
Date: 01/02/2025

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,

****** *******
Initial Complaint
Date:12/16/2024
Type:Sales and Advertising 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.
In November 2024, I recieved an email from Ancestry confirming my free trial. The problem is, I NEVER requested a free trial. Since then, Ancestry has been trying to collect money from me. I haven't had an Ancestry subscription since 2020. I havent even been logging in. First time I logged in in years was after the email I got about a trial and subscription. I'm glad that my payment information is outdated. I think it's horribly disconcerting that a free trial was triggered and Ancestry tried to take money from me without my authorization.
Business Response
Date: 12/17/2024
Title: Kaity, Executive Office Response Team
Contact Phone:**************
Contact Email: ******************************************************************

December 17, 2024

RE: ****** ****** -- 22692196

To Whom It May Concern,

Thank you for forwarding Ms. ******* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.

Our records show that the account linked to the email address Ms. ****** provided in her complaint has not been charged since 2020 which was being charged through *******

However, an account was located linked to an email address with a dot within the address and therefore a new account was created, but Gmail ignores dots within their email addresses.The trial in the new account was provided with credit card information which Ancestry did not have prior to that date in order to have automatically triggered a trial.Additionally, Ancestry does not automatically initiate new trial periods. To initiate a trial, an individual must log into the account, provide payment information, and place an order for the trial. Only one trial period is allowed per customer.

Therefore, if Ms. ****** suspects any fraudulent activity used on her credit card, we would recommend she contact her financial institution.

In this case, because the payment did not go through, no charges were actually incurred on the account. Because she has stated that she did not initiate this account, we have removed her email address from the account in question.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Customer Answer
Date: 12/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
I am confused by the explanation that an "account was located linked to an email address with a dot within the address and therefore a new account was created, but Gmail ignores dots within their email addresses. The trial in the new account was provided with credit card information which Ancestry did not have prior to that date in order to have automatically triggered a trial. Additionally, Ancestry does not automatically initiate new trial periods. To initiate a trial, an individual must log into the account, provide payment information, and place an order for the trial. Only one trial period is allowed per customer." If my ********************** account was somehow hacked, there is no outright signs of this when I sign in and check my account info. So it's very disconcerting.
By the way, I already had a free trial (in 2020), which makes the "Only one trial period is allowed per customer" part of the response really strange. I feel like something weird might have happened in the back end of Ancestry's website.

Nonetheless, I am satisfied with the solution that because I did not initiate this account, ********************** has removed my email address from the account in question. And since no charges were actually made to my card, I find this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:12/09/2024
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.
For years I purchased numerous renewal memberships from Ancestry.com and have requested the records I located to build my tree but to no avail. Since July 2024, I've moved to other search engines because of the frustration of accessing what I've rightfully paid for membership renewals since 2017 totaling $691.31. Customer service help consisted of advising a membership renewal and requesting the records and, I've fallen for that at least 3-times while waiting to get "something" with all my records. At this point I refuse to give my credit card is being held hostage and I won't purchase a new membership because Ancestry.com should stand behind its product and promises. Must customers pay a lifetime to keep or maintain the records already found. In addition, I've recently recoginized several data errors switching family members race, dates of birth and death and not to mention the loss of adjoining trees. I first accessed Ancestry.com in early 2000 trying to locate my late mothers family as she requested while she was living. She passed away in 2009 and now I fear that the back and forth with Ancestry to collect my records may never happen before I pass away leaving my family members void of the research I've told many of them about. This research has meaning to people and collecting money from people trying to find their families but not delivering on the product is in poor taste. I'm truly dissapointed Ancestry.com and I won't spend another dime for your product. Please release to me, the records I've pais so much for.
Business Response
Date: 12/10/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

December 10, 2024

RE: **********
********– ********

To Whom it May Concern,

Thank you for forwarding Ms. ********’s
complaint to us. At Ancestry, we are committed to providing excellent customer
service and hold our customers’ satisfaction in the highest regard.

Ancestry has obtained over 40 billion records which are
made available to subscribers to our website. Records are not purchased, but are
provided to members to conduct their research and attach to their trees. While
a member has a subscription, they are able to download any records they wish to
access at a later time. However, if they did not download the images during
their subscription period, they would not be able to do so if their
subscription is subsequently cancelled. Additionally, Ancestry does not send
out a compilation of the records that were attached to a tree in the way Ms.
******** describes.

If she is interested in obtaining access to the records
she previously saved to her tree, we would be willing to provide her with a
six-month World Explorer subscription to allow her to download her tree and the
records she wishes to keep. To accept this offer, she may contact us at ******************************.

Additionally, instructions to download her tree and
records can be found in the URLs below:

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

If you have
any questions regarding this matter, please do not hesitate to contact us at
###-###-####.

Sincerely,

Kaity
Executive
Response Team
Ancestry
Initial Complaint
Date:12/08/2024
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.
I recently purchased a kit; I was checking every day on *** for its delivery. It just kept saying "on its way", after a week had gone by. I contacted ancestry via chat, spoke to two people who clearly were outsourced overseas and didn't know anything. They didn't know when the package would finally arrive. They couldn't help me with my membership. They gave me two different answers for my expiration date. And in the end, everything was cancelled. I tried emailing ancestry and got no response there either. This business has no human face, they'll offer you membership not telling you by the time your kit arrives. And by the time you get the results back, your 3 month membership will be over. And for those who are descendants of enslaved Africans of *************. Having access to both are paramount in the search of our ancestral lineage and history.
Business Response
Date: 12/10/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************

December 10, 2024

RE: *********** D 22658282

To Whom it May Concern,

Thank you for forwarding *********** ** complaint to **. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.

We apologize for any frustration this situation may have caused. Based on the information provided to us, we cannot locate an account with ********************** with the email address provided. Additionally, we do not have a surname by which we may search for an account. Because of this, we would ask that *********** please contact us at ****************************************** with any of the following information:

Order Number or Cancel Confirmation number
Full Name
Full Address, Including Zip Code
Any Alternate Email Addresses or Usernames Used
First Six and Last Four Digits of Card Charged
Date and Amount of Latest Charge

Once we have received this additional information, we would be able to revisit the original request.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Customer Answer
Date: 12/13/2024

Complaint: 22658282

I emailed them AGAIN with all the information they "required", but this is my fourth time contacting them and being met with the same generic line.
Sincerely

*********** D
Business Response
Date: 12/17/2024
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************

December 17, 2024

RE: *********** D -- 22658282

To Whom It May Concern,

Thank you for forwarding Montgomeris complaint to us.

We have only received one email from this customer to our ****************************************** email address on December 13th regarding the information necessary to locate their account.

Per the original complaint, the order in question was cancelled. Our records show that a full refund of the order was provided on December 7th, 2024 in two separate amounts of $49.95 and $10.66. For their convenience we have provided Acquirers Reference Numbers below. These numbers are given to our company by a financial institution when they receive the funds. In their particular situation, the numbers are:

76011770343451634352318
76011770343421610544104

Therefore, based on the original complaint providing a desired settlement of contact by the business, we are unsure of what the customer is requesting.

If they wish to purchase a new DNA kit and want to be allowed a three month subscription beginning at the date their DNA results are received, they may place a new order and then contact us at ****************************************** when the results are posted to the account and we would be willing to begin the subscription period at that time. To accept this offer,they may contact us by email.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Initial Complaint
Date:12/04/2024
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.
This dispute involves a subscription to the Newspapers.com website, which is owned by Ancestry.com. Newspapers.com charged my credit card on May 15, 2024 for $74.90. I could never gain access to the subscription on the Newspapers.com website. I contacted them a myriad of times on their website under the heading of "Account Details." I never received any responses from all my submitted attempts to Newspapers.com but only received automated responses that stated I would get a response in 1 to 2 business days, but they never did. Their auto-response also indicated that by submitting another message, it would not expedite services. I found out that Ancestry.com owns Newspapers.com so I started calling Ancestry.com. The only information that Ancestry.com provided was that they did not have access to Newspapers.com files. I also called Newspapers.com with two different phone numbers that were provided by Ancestry.com. Both phone numbers had the same message: that I should leave my name and number and I would get a call in 2 to 3 business days. No one ever returned by myriad of phone calls. On October 24, 2024, I received a renewal notice from Newspapers.com. I responded with "cancel my subscription." I never received a response and by this time I was very suspicious of their dishonesty. I canceled my credit card as I knew Newspapers.com had my credit card number. Sure enough, Newspapers.com tried to renew the subscription, even though I had emailed them to cancel it. I made a myriad of different attempts to reach Newspapers.com and their owner, Ancestry.com to inform them that my subscription that they charged me for on May 15, 2024 could not be accessed. I want my $74.90 refunded to me promptly. I can email their auto-response email that indicates that they will get back to me in 1 to 2 days, but they never did. There is no use in sending all back, as the responses are all the same. I can do so, if desired.
Business Response
Date: 12/10/2024
Title: *****, Newspapers.com Response Team
Contact Phone: **************
Contact Email: ************************************

December 10, 2024

RE: ***** ******--22642146

To Whom It May Concern,

Thank you for forwarding Ms. ******* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.

After reviewing Ms. ******* account, there was correspondence on multiple occasions between May 2024 and November 2024. Responses were received from her indicating the correspondence was going though. Her Newspapers.com subscription under her alternate email address had been cancelled on November 7, 2024, and will not renew. We have refunded $74.90 plus any applicable sales tax to her account. It will post to her account associated with her original payment method in 3-5 business days. Questions regarding refund timing should be directed to her financial institution.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Newspapers.com Response Team
Ancestry
Customer Answer
Date: 12/13/2024

Complaint: 22642146

I am rejecting this response because: the refund of $74.90 cannot be returned to the credit card account in which it was charged to. That credit card account has been closed. I have spoken to the BBB and their suggestion is that the refund of $74.90 be sent to me in a check. My address is ***************************************** Please respond promptly, as I wish to get this resolved. Thank you for your attention to this matter.

Sincerely,

***** ******
Business Response
Date: 12/19/2024
Title: *****, Newspapers.com Response Team
Contact Email: ************************************

December 19, 2024

RE: ***** ****** -- 22642146

To Whom It May Concern,

Thank you for forwarding Ms. ******* response to us.

We are actively reviewing the customers concerns and exploring options to address her request. We appreciate her patience as we ensure a thorough evaluation of the situation. We will provide a comprehensive response to the member as soon as possible.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

*****
Newspapers.com Response Team
Customer Answer
Date: 12/19/2024

I am rejecting the response because in the answer I got on December 10, 2024 and in today's answer of December 19, 2024. In the December 10, 2024 response I was told from Newspapers.com that my refund of $74.90 would be provided to my credit card. That credit card has been canceled as I responded so on December 13, 2024. I further asked that my refund of $74.90 be sent to me in a check. I provided my address which I am doing again: **********************************************************************; 44141. Today's response of December 19, ******************************************************************************* since the credit card has been canceled. This complaint still has not been resolved and this complaint will remain open until I receive my refund of 74.90.

/
Sincerely,

***** ******
Business Response
Date: 12/23/2024
Title: *****,Newspapers.com Response Team
Contact Email: ************************************

December 23, 2024

RE: ***** ****** 22642146

To Whom It May Concern,

Thank you for forwarding Ms. ******* response to us.

We have personally reached out to Ms. ****** by phone to address her concerns.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

*****
Newspapers.com Response Team
Customer Answer
Date: 12/30/2024

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. I have received the refund of $74.90. Thank you for your attention to this matter.

Sincerely,

***** ******
Initial Complaint
Date:12/02/2024
Type:Service or Repair 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.
We already tried to fix this issue ,The Ansestry promised to send me my money manually because, my husband passed away and bank took him off our joint account,! They sent me a check in the mail, but they put my husband name on the check and my bank won't cash it out ******** told me to get the ancestry change the name to my name ******** *******!So I tried multiple times to email them explanations about what they need to do! But I get no response,so I tried to call them today and they said they won't change the name even I the one who has to despute it with them and they took the money from my account! So I need you to help me resolve this situation! Right now I waited 2 months on this check and I can't cash it!
Business Response
Date: 12/09/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************

December 9, 2024

RE: ******** ******* 22627365

To Whom It May Concern,

Thank you for forwarding Ms. ******** most recent complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customerssatisfaction in the highest regard.

We sincerely regret the error made on her refund check and for any incorrect information which may have been provided to her regarding any refusal to update the name on the check. Any individual other than the department with which she had already been corresponding did not have all information regarding the situation.

We have now personally contacted Ms. ******* regarding this concern and a new check should be received this week at her address.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Customer Answer
Date: 12/09/2024

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,

******** *******
Initial Complaint
Date:12/02/2024
Type:Customer Service 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.
Find a grave has continued to swipe information from newspapers. Which is copyrighted. Post photos of headstone that no one asked for and violate the privacy of my family and myself. As the child of a deceased parent, buried in a private cemetery, not public. I should have the right for removal upon request and not an argument by a local research that thinks they can do whatever they want with my information or my relations.
Business Response
Date: 12/04/2024
Contact Name and Title: *****, Sr. ********************** Administrator
Contact Email: ********************************************************

Date:December 3, 2024

Re:***** ML -- 22617090

To Whom it May Concern,

Thank you for forwarding ***** MLs communication to us. We have carefully reviewed this request and have the following response.

As a company, we strive to serve our customers best interests. We apologize for any inconveniences that have occurred from this situation and appreciate the opportunity for resolution.

**********************'s mission is to find, record and present final disposition information from around the world as a virtual cemetery experience. ********************** members add memorials to our website daily.?

We see that ***** had written in requesting a transfer of the memorial of her father. The ********************** team member asked for more information to locate the correct memorial and did not receive a response.

Memorials are created by volunteers by gathering information while visiting cemeteries in person or by using publicly available information such as obituaries, death certificates, or cemetery records. One can learn more at our support site at the following URL:

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

We apologize that this memorial has been added and understand the desire for privacy. We remove memorials from ********************** when requested by immediate family members. This memorial has been removed per your request as an immediate family member.?

********************** continues its mission to provide a collaborative community where members can contribute memorials and record burial dispositions. If you have any questions regarding this or any other matters pertaining to **********************, please do not hesitate to contact us at ********************************************************.

Sincerely,
Tracy
Sr.********************** Administrator
**************************
Customer Answer
Date: 12/04/2024

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,

***** Ml
Initial Complaint
Date:12/02/2024
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.
This company falsely claims that they have records and resources that they do not have. They are unresponsive to calls and are constantly trying to upsell and wanting more money to get records that are supposed to be available on the site. They keep saying that I have to go to another site and pay more money to see records. It is just a big scam.
Business Response
Date: 12/03/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************

December 3, 2024

RE: ***** ***** 22613288

To Whom It May Concern,

Thank you for forwarding Ms. ****** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.

Ancestry has over 30 billion records from more than 80 countries within its collections and is by far the largest online collection of records of its kind. Ancestry also partners with other websites such as Newspapers.com, Find a Grave, and Fold3, which may contain records which are not included in some Ancestry subscriptions. If members find that they wish to access these additional records, Ancestry provides a bundled All Access membership which includes access to this additional information. However, without knowing what information Ms. ***** was trying to access, we are unable to address her direct issue.

As a courtesy to her, we have issued a refund in the amount of $24.83 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.

We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry

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