Ancestry.com

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

[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.   Our records indicate that Mr. [redacted] purchased three DNA tests on October 18, 201y, October 19, 2017, and October 21, 2017, respectively. Our records show that he contacted us on October 24, 2017, to cancel one of these orders, and again on November 21, 2017, to cancel a second order. Due to an isolated error, the second refund was never submitted.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Mr. [redacted] in the amount of $88.95. The confirmation number for this transaction is [redacted].  Depending on the payment method he used for this purchase, please note that it may take up to 3-5 days for this credit to post to his account.   Our records also indicate that Mr. [redacted] was issued a full refund for the first test he requested be cancelled in the amount of $88.95, and received no refunds for $29.00 or $54.00 to his account. For his convenience, we have provided an Acquirer's Reference Number (ARN) below. This number is given to our company by a financial institution when they receive the funds; in your particular situation, the number is:   [redacted]   If Mr. [redacted] is further interested in tracking his refund, we would suggest he contact  his financial institution and refer to the numbers given. They will be able to provide him with answers to any additional questions regarding his refund.   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 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. The company did follow up with me 2 days ago to resolve the situation, I just didn't have time to come in and retract this complaint. 
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
November 30, 2015
RE: [redacted] - [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 US Deluxe trial membership on 7/27/2015.
When signing up for a membership on 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, by email at [redacted]@ancestry.com or by contacting us at our toll free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing period.
At this time the account has been canceled so there will be no further renewals or charges. Because we are committed to providing superior customer service we have made an exception to our refund policy and have issued a refund in the amount of $[redacted]. Depending on the payment method used for this membership, please note that it may take up to 3-5 business days for this credit to post to her account. The confirmation number for this transaction is:[redacted]-[redacted]-[redacted] If we are unable to process the refund to her original method of payment, then we will mail a check to the address on file for her account, which can take 2-4 weeks to be received.
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,
Allison
Executive Response Team
Ancestry

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]   June 6, 2016   RE: [redacted] -- [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.   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. [redacted] has experienced in this situation.   When signing up for a membership on 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.   We can confirm that the subscription in question has been cancelled and Mr. [redacted] will receive no further billing from Ancestry.  The confirmation for this cancellation is:[redacted]  Because Mr. [redacted] has disputed the charges with his financial institution, we are unable to process any refunds for this subscription.    Because we want Mr. [redacted] to have success with his family research, he will have continued access to his Ancestry account 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 Tell us why here...

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     November 17, 2016   RE: [redacted]– Case: [redacted]     To Whom It May Concern,   Thank you again for forwarding Mr....

[redacted]’s response to us. We have carefully reviewed the request and have the following response.   We as a company have our customers in the bests of interest. 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 apologize for the frustrations that Mr. [redacted] has encountered with our website. In some cases, if a member is not signed into their Ancestry account, they may receive an offer for a free trial on the website. Once the account information is filled out on the website, including the credit card information, a customer may receive a decline message if they have already taken advantage of a free trial.   We appreciate Mr. [redacted]’s feedback regarding the free trial sign-up flow on the website. His comments and concerns are being shared internally as requested for further review and consideration.   In light of the circumstances, and as a courtesy to Mr. [redacted], we would be willing to offer him a complimentary month of access to Ancestry’s World Explorer membership (a value of $34.99) free of charge. To redeem this offer, we invite Mr. [redacted] to email us at [email protected].   Again, we apologize for the frustrations that Mr. [redacted] has encountered with our site. 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

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 10, 2016 RE: [redacted] - [redacted] To Whom It May Concern, Thank for forwarding Mr. [redacted]’s complaint to us. We have carefully reviewed the request...

and have the following response. At Ancestry.com, 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 apologize for the frustrations that Mr. [redacted] has encountered with Ancestry. We seek to always keep the website functioning properly for our users. To this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruption. As with any other computer or internet companies, we cannot guarantee that there will not be occasional technical difficulties. In reviewing Mr. [redacted]’s account, we are able to see and access hints for most people in his tree. The following article contains instructions of viewing and working with hints on Ancestry. [redacted] Since we are not able to duplicate the issue that he has reported, we would assume that it is an issue with his browser and the way it’s displaying his information.  In order to ensure that his browser is optimized to work with the Ancestry website he can go through the instructions in the following link:  [redacted] Again, we regret the frustration that Mr. [redacted] has encountered. 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 EST.  Sincerely, Allison Executive Response Team Ancestry.com Tell us why here...

Complaint: [redacted]
I am rejecting this response because: Ancestry has failed to properly handle the issues that created the complaint to start with. The "new" website is a fiasco. There have been hundreds of complaints added to the ancestry blogs and ancestry facebook pages.  Most of the complaints are not reflected on the list of issues they are working on.  The major issues: dark background colors which make pages difficult to read; blurred lettering on their family view and pedigree pages, to go along with the dark background; manipulated personal photos and documents that subscribers upload to the website  - this is has been done in a feeble effort to meet some faceless designer's ideas; irrational "family stories" created by some type of algorithm; elimination of military stories that have been created by subscribers  (where are they on the new site?); selling DNA results to a 3rd party without making this action clear on the ancestryDNA page, or publishing steps for subscribers to opt out of this action UP FRONT, before one purchases the kit. These are just a few of the items I have problems with. I feel that I should be refunded the cost of a membership that does not fulfill the original contract I subscribed to on 5/31/2015, one day before the implementation of this new fiasco. And now they will not publish a cut off date, only providing veiled messages about customers who are being migrated to the new site exclusively without their consent and without having subscribed to that site.
Sincerely,
Amy F[redacted]

Title: Dallas, Executive Office Response Team Contact Phone: 801-705-7656 Contact Email: [email protected]   October 27, 2016 RE: [redacted] – [redacted] To Whom It May Concern,  Thank you for forwarding Mr. [redacted]’s 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 $108.95 for the DNA kit she 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 1-877-283-9504.  Sincerely,     Dallas Executive Response Team Ancestry

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]   August 8, 2016   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 as a company have our customers in the bests of interest.  We apologize for any inconveniences that have occurred from this situation.   When signing up for a membership on 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 we are committed to providing superior customer service, we have made an exception to our policies and issued a refund to Ms. [redacted] in the amount of $149.00.  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,     Dallas Executive Response Team Ancestry

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 response to us. We regret any frustration that this situation may have caused.   We would be happy to review the status of Mr. [redacted]’s refund of $132.36. However, we will need more information to do so. We ask that Mr. [redacted] email us directly at [email protected] with his PayPal Billing Agreement ID for the Ancestry subscription.   The Billing Agreement ID begins with “B-” and may include letters and numbers. Please note that this is different than the Transaction ID or Invoice ID, and is located on his PayPal account page under “Pre-approved payments.”   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

We are sorry you are not satisfied with the results of your research project. Your first research goal was for us to extend your [redacted] line and your second goal was for us to research your [redacted] line. One of our most experienced professional genealogists in our Dublin office performed your research and all of it was overseen by her manager. We immediately changed our research focus from your primary to your secondary goal as soon as a roadblock was hit with the [redacted] research, due to records being unavailable. At the conclusion of your project, we delivered to you a professional research summary as well as a comprehensive 16-page research journal the described the details of each search that we performed. We also provided you with 14 new documents and a new research tree on the Ancestry site. Again we wish we could have made more progress, but the records we needed were simply not available.

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
March 11, 2016
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.
Our records indicate that Ms. [redacted] signed up for a free trial subscription on 2/24/2016. Her free trial subscription ran from 2/24/2016 through 3/9/2015. Per the terms and conditions applicable to this membership, to which she agreed when she signed up for this service, she was responsible for contacting Ancestry when she didn’t want to be billed any longer for the membership. Ancestry offers subscribers three options for canceling their subscriptions. They an cancel by calling 1-[redacted] ([redacted]), by emailing us at [redacted]@ancestry.com or by canceling through their account options online.

Because we are committed to providing superior customer service, we have made an exception to our monthly refund policy and we are prepared to issue a full refund to Ms. [redacted] in the amount of $[redacted] for the billing in question. Depending upon the payment method she used for this membership, it may take 3-5 business days for this credit to become accessible within her financial institution. The cancellation number for this is:[redacted]
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,
Allison
Executive Response Team
Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     April 3, 2018 RE: [redacted] [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.    As a courtesy to Ms. [redacted], we have made an exception to our refund policy, and have issued a refund in the amount of $69.98 back to the account that was originally billed. The confirmation number for this transaction is 189879981. The access to the databases associated with this membership has been terminated effective immediately, and Ms. [redacted] will have no future billing from Ancestry. Please note that it can take between 7-10 business days for these funds to become available within her 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 Ms. [redacted] become interested in researching or saving her family history, she can continue to use the free services found on Ancestry even now after her subscription has ended.   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. Thank you for your assistance in this matter, I'm sad it took contacting Revdex.com to get my complaint heard. Ancestry.com did send me and email, however it was not help as it directed me to their website and all the avenues I had already pursued, they need to work on their customer service. Thank you again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]@ancestry.com April 26, 2016 RE: [redacted] - [redacted] To Whom It May Concern, Thank you for forwarding Ms. [redacted]’s complaint to us. At Archives.com, we are...

committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, 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.    Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. [redacted] signed up for an annual membership that began with a free seven day trial on April 1, 2012. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. [redacted]’s case, her trial renewed to an annual paid membership on April 8, 2012. When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. [redacted] was responsible to cancel online or by phone if she did not want to continue the subscription. According to our records, no email, phone call or online cancelation was ever received from Ms. [redacted] indicating her desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard her membership and are prepared to issue a full refund to Ms. [redacted] in the amount of $[redacted] for the two most recent billings.  Depending upon the payment method she used for this membership, it may take up to 3-5 business days for this credit to become accessible within her financial institution.   With this cancellation, Ms. [redacted]’s access to the paid online databases will expire immediately and she will have no further billing from Archives.com.  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 Tell us why here...

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     March 16, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s response to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    The state of Washington recently changed their tax laws starting January 1, 2018. Washington now requires businesses with an economic presence to collect sales tax. According to Washington’s own tax law, meeting this economic presence establishes nexus even if the out-of-state business has no physical presence in Washington.   Ancestry began collecting sales tax on DNA kits beginning January 1, 2018 with the law change. All sales tax collected are remitted to the state of Washington.   If Mr. [redacted] has any additional questions regarding Washington tax laws, we recommend he contact his state’s representatives.   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.
Sincerely,
[redacted]

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 23, 2016 RE: [redacted] – [redacted]        To Whom It May Concern,...

            Thank you for forwarding Ms. [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 sincerely regret any frustration that Ms. [redacted] has experienced in this situation.   As a courtesy to Ms. [redacted], we have chosen to remove the following public records from our databases:   [redacted]
 
[redacted]   These changes will be reflected in the next site update, which will occur, at the latest, within the next 30 days.   Please be advised that search engines create cached copies of webpages so that their search engines will produce efficient results more quickly. When information is removed from a website such as ours, a cached copy is kept by the search engine until it is removed from their website at the next update. Because we are not affiliated with any search engines, including Google, we cannot control the content they display. We recommend she contact them regarding their content removal policies if the information continues to appear in their search results.   If Ms. [redacted] has any remaining questions or concerns regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.     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]