Reviews

Review Details

• Review fromMelinda H

  Date: 08/11/2024

  1 star

  Melinda H

  Date: 08/11/2024

  I paid this company for two research projects several months ago after having a previous project completed very satisfactorily. One of the more recent projects was completed, again very satisfactorily by the same researcher. However, the other poject hasn't been completed and I have tried contacting the company several times with no response. I am out about $3,000.

  Trace.com

  Date: 08/12/2024

  Hello *******,Thank you for sharing your concerns. We sincerely apologize for the frustration and inconvenience you've experienced with the timing of your project. We understand how important clear communication is, especially when it comes to projects of this nature.Wed like to clarify that earlier this year, we updated all of our clients with open projects about a change in our communication channels, including our new company email addresses. This information is also available on our website. We have searched our records and find no communication from you in regard to this project. It appears there may have been some miscommunication or a missed update regarding this change, and for that, we are truly sorry.Regarding the project timeline, working with European archives can be particularly challenging. These archives often have restrictions and require appointments or special authorizations to access specific collections, which can necessitate multiple rounds of communication and visits. While this process can extend the duration of the project, please rest assured that we are committed to delivering the results you have come to expect.We greatly value your continued patronage and will be reaching out to you directly to provide a detailed update on the status of your project very soon. Please don't hesitate to reach out to us at *********************** with any further concerns.Thank you for your understanding and patience.Kindest Regards,Team Trace

• Review fromRalph T

  Date: 01/01/2024

  1 star

  Ralph T

  Date: 01/01/2024

  I have had a problem since I purchased this earlier this year.I would not recommend this to anybody. They're always updating it on my dime.They didn't have a problem taking my money but they have a problem always with their system.Difficulties follow my daughter on the field they're relying on AI.Not sensors.Can't contact anybody? It's always leaving email there's no customer service except for sales when they wanna take your money they'll talk to you. Having trouble doing simple things such as changing from club team to high school team. There's always a problem.Once again would not recommend this to anybody **********************. Spend your money on a video camera or a iPhone but definitely not on trace this is a waste of my time and money, this is my daughter senior year and I was depending on this to record the games it has failed and not getting those games back.

  Trace.com

  Date: 01/02/2024

  This review is not for our company - Trace.com. It seems as if this person has engaged the services of some type of tech company instead. We are a genealogical research firm and this is not one of our clients. This is not the first review that has been submitted for us that is actually for another company. We wish that BBB actually required proof of a business transaction before allowing this erroneous reviews to be submitted. Please kindly remove this from our profile.

• Review fromTimothy M

  Date: 11/15/2023

  1 star

  Timothy M

  Date: 11/15/2023

  Very dissapointed. I purchased the new version with no trackers. I. had no idea they no longer used the tracers and relied solely on AI. I thought I was getting a system that was fully operational, what I ended up with was being part of a BETA test where they are working out the bugs, (and there are plenty) on my dime.First, the app does not work properly to load team colors. So there were countless emails to establish which team wore what shirt...Second, every time I put the names of the teams in it never saves them so my games have no team names and the app wont allow me to put the names in. But most important are these issues.The camera is average at best for anything thats more than half way across the field. As a result the "tracer" cant find any player not directly under its nose.You have no traced footage of your player if he's not on the same side as the camera. The footage is not clear at all of players across the field making it hard to see which player is yours especially if the kids all have the same hair color!!The tracer traces the wrong players.The tracer misses key moments of footage of your player, leaving you to have to find it and edit it your self. (WHICH IS THE VERY REASON WE GOT TRACE TO BEGIN WITH)The very reason I got Trace was so that we would not have to sit and edit 90 minutes of games every weekend and over 270 minutes after a Tournament.That has not been the case. In fact it's been even more work then using the teams VEO.As a reslt I have requested returning the equipment. I don't want it. It does not do what they said it would do, so I have no use for it. If the footage was good then perhaps I would just make the best of it. But it is not good. It's actually quite bad.The idea is great, but without proper execution it is simply more hassle then it's worth.

  Trace.com

  Date: 11/16/2023

  This review has been submitted for the wrong company. We are not a technology company, but instead are a genealogy research firm. This is not a person who has engaged our services and we ask that you remove this erroneous review.

• Review fromSusan S

  Date: 07/19/2023

  1 star

  Susan S

  Date: 07/19/2023

  I wish I had checked here before I engaged them. I first contacted them in May, 2022. I've had one or two sentence updates every few months- it's July, 2023- and nothing. At this point, I don't even want a response, I'm just embarrassed I was duped into thinking this was a legitimate company.

  Trace.com

  Date: 07/21/2023

  Thank you for taking the time to share your feedback with us. We understand your concerns and we sincerely apologize if our service did not meet your expectations.We acknowledge that the project has slightly exceeded the original estimate. This was partially due to an unforeseen personal circumstance - the death of the researcher's mother. We understand that this has caused some delay, and we deeply regret any inconvenience this may have caused you.We would like to assure you that despite this setback, our team has been working diligently to ensure the quality and accuracy of your research project. We uphold a policy of providing general updates throughout the course of the project, while the intricate details and minutiae are reserved for the final report. This is a standard practice in our field, aimed at ensuring that we provide you with the most accurate and comprehensive information possible.We understand your eagerness to receive specific details, but it would be premature to provide them until the research is complete, all evidence compiled, and sound conclusions drawn. This is simply sound, professional, and ethical genealogy practice. Please rest assured that the researcher working on your project is extremely skilled and dedicated to delivering the best results. In the future, if you have any questions or concerns, we encourage you to reach out to our team at ****************** One of our dedicated team members will be more than happy to assist you. We value your feedback and will use it to improve our services.Once again, we apologize for any inconvenience caused and appreciate your understanding during this time. We look forward to delivering your completed project and hope to continue serving you in the future.