Ancestry.com

Title: Brandon, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
November 5, 2015
RE: [redacted] – Case: [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]’s complaint to us. At Ancestry, we are committed...

to providing excellent customer service and hold our customers’ satisfaction in the highest regard.
We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. Our records indicate that Ms. [redacted] signed up for a monthly trial membership on October 15, 2015.
When signing up for a Trial or other Membership the member is required to check off a confirmation box that they have viewed and accepted the terms & Conditions. It also states during the sign up process that “After your 14-day free trial ends, your membership will commence and you will be charged the full amount of $19.99 plus applicable tax, unless you cancel your membership by visiting your My Account page or calling the number above on or before October 29, 2015.”
Ms. [redacted] was responsible to cancel online, or contact us by our toll free number ###-###-#### if she did not want to continue with the subscription for the following month. According to our records, no communication was received from Ms. [redacted] indicating her desire to cancel.
At this time the account has been canceled as of November 5, 2015 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full refund to Ms. [redacted] in the amount of $19.99. The confirmation number for this transaction is[redacted] Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account.
The access to the databases associated with this membership has been terminated effective immediately and Ms. [redacted] will have no future billing from Ancestry. Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Brandon
Executive Response Team
Ancestry

Complaint: [redacted]
I am rejecting this response because: The response states they are making an "exception".  I cancelled my membership on March 26th and have an email confirming that.  This is poor business practice and they need to admit this!
Sincerely,
[redacted]

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     August 18, 2017   RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’ complaint to us....

At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We have personally contacted Ms. [redacted] regarding her concerns, and were able to resolve the situation.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for your attention as I truly appreciate the business attempt to rectify my concerns and adhere to my request.
Sincerely,
[redacted]

December 10, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]’s complaint to us. We have carefully reviewed the request and have the following response.
At Ancestry, we strive to always provide excellent customer service. We realize that...

when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. [redacted] has experienced in this situation.
After a customer cancels their subscription with Ancestry, we maintain their account and all of their tree information and allow them to access this information as a registered guest. Customers do not need to re-subscribe to Ancestry or enter credit card information in order to access this information on our site, they simply need to sign in to their Ancestry account with the same username and password they used while they had a subscription.
We offer two options for customers to download their trees from Ancestry to be used on other websites. One option is to download a gedcom file of their tree to their computer. A gedcom file is a basic genealogical data file and cannot be opened and viewed the way a pdf file can. Ms. [redacted] would need to upload the gedcom file to another program or website that accepts this type of file format. Instructions on how she can download or upload Gedcom files with Ancestry is provided in the following link.
http://help.ancestry.com/app/answers/detail/a_id/472/kw/gedcom
For the time being, we also offer customers the option to purchase our Family Tree Maker software. With this software, customers are able to download complete tree files from Ancestry to their computer that they are able to open with the software. Instructions on how to download a tree from Ancestry to Family Tree Maker are provided in the following link.
http://help.ancestry.com/app/answers/detail/a_id/4545/kw/download
Because we are committed to providing superior customer service, we have processed a refund for Ms. [redacted] for all of the charges on her account since she re-subscribed in June in the amount of $[redacted]. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: [redacted]. As Ms. [redacted] did not provide us with any information on the duplicate account she has paid a subscription on, we are not able to review her refund request for that account.
The access to the databases associated with this membership has been terminated and she will have no future billing from Ancestry. Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry

July 16, 2015
RE: Richard W[redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. W[redacted]’ complaint to us. We have carefully reviewed the request and have the following response.
At Ancestry, we strive to always provide excellent customer service. We realize that...

when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. W[redacted] has experienced in this situation.
Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen.
When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.
Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number [redacted] prior to the renewal date if they do not wish to continue the subscription for the next billing period. Our records indicate that Mr. W[redacted] called to cancel after the July subscription had already been charged, so he would have access to the website until the end of that month as we do not issue refunds on monthly subscriptions.
Because of the problems Mr. W[redacted] experienced trying to get logged into the site, we have made an exception to our policies and we are prepared to issue a refund to him in the amount of $[redacted] for the billing in July. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: [redacted].
Because we want Mr. W[redacted] to have success with his family research, he will have continued access to the free resources on our site as a, “Registered Guest.”
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].
Sincerely,
Allison
Executive Response Team
Ancestry

Complaint: [redacted]
I am rejecting this response because:
There is absolutely NO WAY that Ancestry.com could have any results for me as I still have the THIRD kit (unopened) that the company sent because the previous two samples wouldn't "take".  With the assistance of Heather at...

Ancestry.com, my "results" have been deleted and I expect a full refund.
Sincerely,
[redacted]

Contact Name and Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   February 13, 2018   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint to us....

We have carefully reviewed the 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.   As a courtesy to Mr. [redacted], we have made an exception to our refund policy and issued a refund to Mr. [redacted] in the amount of $99.00. The confirmation number for this transaction is [redacted]. Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account.   The access to the databases associated with this membership has been terminated effective immediately and Mr. [redacted] will have no future billing from Ancestry. Because we want Mr. [redacted] to have success with his family research, he will have continued access to the free resources on our site as a registered guest.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Riley Executive Response Team Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me however please be advised this company is a complete fraud and is stealing from the public telling people they can read their ancestry when in truth they cannot do more then provide a very vague history..
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I went on the site they told me to click on and received nothing but a blank page and as they claim they can't get it the right ancestry if it was thousand of year's ago it was my great grandparents that had been born in Holland,Germany. I want them to send me two new kit's not have them try to redo the kits that I already send in, they themselfs said it was contaminated, I know they didn't keep them around and if they did they wouldn't get a good reading just send me the dang two new test kit's to [redacted] don't send me to a bunch of links that don't work or expect me to call customer service because I tried that already and they said they would mail out two new kits and they never did then they lied and said one was o.k. out of the blue and was done in a week please give me a break I don't have stupid written on my head they made the whole dang thing up, both test sat there for over 3 months. I want them to send me the new kits I am not going to be running around trying to get their links to work and talk to someone who is giving me nothing but b.s. and empty promises with no delivery. it doesn't take 2 months to mail out new kits and I am still waiting for those so called new one's they would send me, from the first time I talked to customer service.
Sincerely,
[redacted]

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   October 27, 2016 RE: [redacted] – [redacted] To Whom It May Concern,  Thank you for forwarding Mr. [redacted] complaint to us.  We sincerely regret the frustration that he has experienced in this situation.  We have performed the DNA test with the most up to date technology. Unfortunately, despite multiple attempts, we were unable to extract enough DNA from the sample he submitted to provide an accurate result. Because we are committed to providing superior customer service we are willing to make an exception to our DNA refund policy and are issuing a refund in the amount of $99.00 for the DNA kit he purchased. Please note that it can take between 7-10 business days for these funds to become available within your financial institution depending on their refund policies and procedures. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-800-262-3787.  Sincerely,     Dallas Executive Response Team Ancestry

Title: Riley, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected]  January 19, 2018RE: [redacted] -- [redacted]  To Whom It May Concern,  Thank you for forwarding Ms. [redacted]’ complaint to us.  We are committed to...

providing excellent customer service and sincerely regret any frustration that Ms. [redacted] has experienced in this situation. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We have reviewed Ms. [redacted]’ account and found that her original DNA test may have been lost in transit to the lab. We have sent her a complimentary replacement kit which is currently being shipped to her. We can confirm that her daughters’ tests were activated. However, as they have been activated on other accounts we are unable to provide any specific information regarding the status of their tests. We would be happy to assist her daughters with the status of their DNA tests if they are able to call us at the number below.  In light of the circumstances, we would like to offer Ms. [redacted] a complimentary annual World Deluxe subscription (a value of $299.40) at no cost to her. The World Deluxe subscription will provide her access to all of the records we have available on Ancestry. This membership also provides additional benefits such as Shared Ancestor Hints, DNA Circles, and New Ancestor Discoveries. We ask that she email us directly at [email protected] to redeem this offer.     We want Ms. [redacted] to know that we value her as a member and again want to apologize for any frustration she may have experienced due to this issue. We appreciate her patience in this matter and send our best wishes for her continued success in her family history research.    If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at1-800-262-3787.  Sincerely,   RileyExecutive Response TeamAncestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 The company any has issued me a full refund.
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
October 21, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,

Thank you for forwarding Mr. [redacted]’s complaint to us. We sincerely regret any...

frustration that he has experienced due to this situation.

We take seriously our obligation to use customer data in accordance with applicable law and with the terms and conditions to which our customers agreed. We understand that Mr. [redacted] decided not to do business with us based on aspects of our terms and conditions that he found displeasing and respect his decision. However, we don’t see that there is any action to be taken at this time.

If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at
###-###-####.

Sincerely,
Allison
Executive Response Team
Ancestry.com

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 15, 2015
RE: B. [redacted] -- [redacted]
To Whom It May Concern,
Thank for forwarding Ms. [redacted]’s complaint to us. We have carefully...

reviewed the request and have the following response.
We sincerely appreciate the feedback that Ms. [redacted] has provided about Ancestry’s decision to retire Family Tree Maker. We have forwarded her suggestions to the appropriate departments for further review and consideration.
Following the Family Tree Maker desktop software announcement, we’ve seen an outpouring of comments, questions and the concerns raised by customers. We want Ms. [redacted] to know that we truly value her as a customer and her feedback. Here are three key things we’d like to re-assure her of after reading through customer comments on our blog:
We are fully committed to supporting Family Tree Maker through at least the end of 2016 with all available support from member services, including technical issues, product issues, updates and attention to the product. She will be able to use the software, exactly as she does now, including TreeSync, for at least the next year.
We are exploring possible relationships with other desktop software solutions that would make it possible for their products to integrate with Ancestry.
We are exploring options to bring more reports and related functionality from Family Tree Maker into the online service. Stay tuned for updates on this over the coming year.
For updates and more information about the retirement of Family Tree Maker we would invite Ms. [redacted] to use the following link to our blog.
http://blogs.ancestry.com/ancestry/2015/12/09/more-information-on-family-tree-ma...⇄ /> If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by either responding to this email or calling us at: ###-###-####, seven days a week, 9AM to 11PM MST.
Sincerely,
Allison
Executive Response Team
Ancestry.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I thank the personnel atRevdex.com for fighting for the little people. I appreciate your hard work. It's sad that I had to take this drastic measure with ancestry.com, but after I did some research online, I came to the conclusion that I am not the only one who they could not extract enough DNA from the sample. Ancestry.com needs to fix the issues they are having with the samples. 
Sincerely,
[redacted]

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 12, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint...

to us. We have carefully reviewed the request and have the following response.   We sincerely regret the frustration Ms. [redacted] has experienced as a result of our extending the wait times for DNA kit processing. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.     In light of the difficulty and frustration Ms. [redacted] has experienced as a result of this delay, we would like to offer her a complimentary three month extension to her current membership (a value of $104.97).  A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor Discoveries. If Ms. [redacted] would like to read more about these added benefits, we have provided a link to the following article:   AncestryDNA and Subscriptions   Our normal processing time for DNA kits has been extended due to the high volume of kits we've received. We are working to reduce wait times, and are happy to announce that we recently opened an additional lab to expand our capacity to process and analyze DNA samples.   While waiting for her kit to process, we invite Ms. [redacted] to explore Ancestry with this complimentary subscription. To redeem this offer, please email our Executive Office directly at [email protected].   We will notify Ms. [redacted] by email once the testing begins, and she may check the status of her DNA test at any time by logging into her account and selecting "DNA" in the top left corner.   If Ms. [redacted] feels this delay in our lab processing is impacting her experience to the point where the product no longer works for her, we would be willing to provide her with a full refund of her test in the amount of $98.95. In order to redeem this offer, however, we ask that she first delete her test from the website.   If Ms. [redacted] would like to pursue this refund, we ask that she email us at [email protected] once the test has been deleted. She may delete the DNA results by first logging into her Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the page. On this page, there an area on the right-hand side with a button labeled Delete Test Results. She may then simply click on this button and enter her Ancestry password to confirm the deletion of her test.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     March 15, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’ complaint to us. We sincerely...

regret the frustration that she has experienced in this situation.    We created Ms. [redacted]’ genetic ethnicity estimate by comparing her DNA to the DNA of people in our reference panel. The AncestryDNA Reference Panel is a collection of thousands of DNA samples from around the globe. Each sample is from a documented location and most are accompanied by a documented family tree indicating deep ancestry in a particular region.   We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms. [redacted] with accurate results. We are confident in the accuracy of the results with our current algorithm for determining ethnicity, and as the science behind ethnicity estimation improves, Ms. [redacted]’ results may be refined in greater detail.   To learn more about the research behind our AncestryDNA test, we recommend that Ms. [redacted] review the following help articles found in the links below. She can also find this information through the Help link located at the top-right of her DNA ethnicity estimate on our website.   Unexpected Ethnicity Results DNA Genetic Communities: Migrations and Subregions AncestryDNA Ethnicity AncestryDNA Ethnicity Estimate White Paper   DNA may hold information to help Ms. [redacted] make new discoveries about her family’s past, her cultural roots, as well as confirm information in her family tree. Using the results from her DNA test in combination with Ancestry gives him hints that can guide her investigations and connect her with new relatives through the matching portion of our test. Collaborating with the new relatives she is given in her match list may provide her with additional information, a piece of her family story to tell or photos to share, and can be very valuable in her research efforts.   As Ms. [redacted]’ DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refund. If she would like to view the Terms and Conditions, we have provided the following link.    https://www.ancestry.com/cs/legal/termsandconditions   In light of the circumstances, we would be willing to provide Ms. [redacted]’ with a complimentary three month World Deluxe subscription (a value of $104.97) at no cost to her. This subscription would allow her to search all the records that we have available on our site, as well as added benefits with her DNA results such as Shared Ancestor Hints and New Ancestor Discoveries. To redeem this offer, we ask that Ms. [redacted] email us directly at [email protected].   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Riley Executive Response Team Ancestry