Ancestry.com

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 2, 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.  Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree.  Using the customers DNA test in combination with Ancestry gives them hints that can guide their investigations and connect them with new relatives.  These new relatives may have additional information, a piece of their family story to tell or photos to share. Our records indicate that there was insufficient DNA in the sample for processing. As Mr. [redacted]’s DNA test has been attempted to be run by the laboratory and is outside of the 30 day window, we regret to inform him that he is not eligible for a refund.  If he would like to view the Terms and Conditions himself, we have provided the following link.  AncestryDNA Terms and Conditions We also would like to inform Mr. [redacted] that we are happy to provide him with a complimentary replacement DNA test to be shipped to an address of his choosing. Our records indicate this offer has been accepted and the test is currently en route to the following address: [redacted]
[redacted] 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,     Dallas Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
March 17, 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.
We located a duplicate account for Ms. [redacted] that is billing in the amount that she has indicated in her complaint. Because we are committed to providing superior customer service, we have processed 3 refunds totaling $[redacted] for this account. 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]
With this cancellation, Ms. [redacted]’s access to the paid online databases will expire immediately and she will have no further billing from Ancestry. Because we want her 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: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   January 16, 2018   RE: [redacted] – Case: [redacted]   To Whom It May Concern,    Thank you for forwarding Ms. [redacted]’s complaint to...

us.  We sincerely regret the frustration that she has experienced in this situation.    We can confirm Ms. [redacted]’s activation of her replacement test. Unfortunately, we have not received this new sample at the lab, therefore, we are unable to proceed with the testing process. Since it appears that Ms. [redacted]’s new sample was lost in transit, we are happy to send a complimentary replacement kit to her. This new kit will need to be accepted on Ms. [redacted]’s Ancestry account once we submit the request.   If Ms. [redacted] should choose to discontinue her AncestryDNA experience, we are willing to provide her with a full refund in the amount of $78.95. To confirm the acceptance of either option outlined above, we ask Ms. [redacted] to contact us directly at [email protected].   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,     Morgan Executive Response Team Ancestry

Title: Monty, Executive Office Response Team Contact Phone: 801-705-7656 Contact Email: [email protected]   December 13, 2016   RE: [redacted] - 11868494   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, and followed all lab guidelines to provide Mr. [redacted] with accurate results.  After receiving his DNA results, Mr. [redacted] requested that we send him a letter confirming a relationship for someone that he matched with through our DNA testing.  We carefully reviewed his request and let him know that we were unable to provide the letter he required as this is not part of the service we provide, due to the fact that we do not have a conclusive method for identifying who provided the DNA sample for testing.  In light of the fact that we are unable to provide the letter he requested, we would be willing to provide him will a full refund for his DNA test, as we recognize that there are other DNA companies who may be able to provide him with the information he requires. If Mr. [redacted] would like to take advantage of the refund offered, please respond to this complaint.  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,     Monty W[redacted] 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.They have started refund process of charges waiting for them to post to my account.  
Sincerely,
Joseph S[redacted]

May 8, 2015
RE: [redacted] - Case # [redacted]


To Whom It May Concern,

Thank you for forwarding Ms. [redacted]’s response to us. We sincerely regret the frustration that Ms. [redacted] has experienced in this situation.

As stated previously, once a DNA test kit has been deactivated, we no longer have the capability to reactivate the kit. In order for Ms. [redacted] to take the test, she will need to place a new order.

The retail price of our DNA test kits are $99.00. Currently, we are running a mother’s day promotion where members can save 10% on DNA purchases which totals to $89.00. If Ms.
[redacted] has located a greater discount for our DNA test, she is welcome to purchase the test at that price. We however, will not provide Ms. [redacted]’s with a discount to the already discounted price.
We also like to reiterate, that because we are committed to providing superior customer service, we have made an exception to our policies and have provided Ms. [redacted] with the opportunity to purchase the DNA tests at $[redacted] per test, plus shipping of $[redacted]. If Ms. [redacted] would like us to accommodate her with the discounted price on her two kits, she is welcome to contact our Member Services Department by calling [redacted] Monday – Sunday 9am to 11pm (EST) and our agents will be able to assist Ms. [redacted] with the discounted rate.

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

Sincerely,


[redacted]
Executive Response Team
Ancestry.com
"Connection and Strengthening Families through the World Wide Web"

August 10, 2015
RE: Tim *. S[redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. S[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. S[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. According to our records, no online cancelation or phone call was ever received from Mr. S[redacted] indicating his desire to cancel.
Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue an additional refund to him in the amount of $[redacted] for the billings in April, May, June, and 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 his financial institution. The cancellation number for this is: [redacted].
Because we want Mr. S[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

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   January 27, 2017   RE: [redacted] – [redacted]   To Whom It May Concern,    Thank you for forwarding Ms. [redacted]’s complaint to us. ...

We sincerely regret the frustration that she has experienced in this situation.    We have performed the DNA test with the most up to date technology, following all lab guidelines to process Ms. [redacted]’s sample. We have reviewed our records, and found that despite our best efforts, we were unable to process Ms. [redacted]’s DNA sample, and will need to send her a replacement DNA test. In order to request this replacement DNA test, please follow the instructions in the link below:   Replacing a DNA Kit   We recognize that this may be frustrating or inconvenient, and are willing to offer Ms. [redacted] a full refund for her test if she would prefer that instead of a replacement DNA test. To take advantage of this offer, she may email us directly at [email protected]. We regret any frustration caused by this situation, and appreciate Ms. [redacted]’s patience in this matter.   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: Allison, Executive Office Response Team
Contact Phone: [redacted]
Contact Email: [redacted]@ancestry.com
July 31, 2015
RE: Sherry H[redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. H[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. H[redacted] has experienced due to this situation.
We bill our members according to the agreement made when a membership is initiated. Monthly subscription purchases are final, and not eligible for a refund. Before purchase, one must indicate that they have read and accepted our Terms and Conditions. This agreement states that for all subscriptions longer than one month, you may cancel within seven days of the renewal date and receive a full refund.” To review this portion of our Terms and Conditions, please visit the following URL:
http://www.ancestry.com/cs/legal/termsandconditions
Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a full refund to Ms. H[redacted] in the amount of $[redacted] for the billing in question. 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].
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].
Allison
Executive Response Team
Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]     July 27, 2016 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted] complaint to us. At Ancestry,...

we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We regret any frustration that Mr. [redacted] has encountered with this experience. We would be happy to assist in facilitating a refund for the subscription. However, based on the information provided to us, we cannot locate the relevant account at Ancestry. In order to locate the account, we would require the following information:                           Order Number or Cancel Confirmation number                         Full Name on Ancestry Accounts                         Full Address, Including Zip Code                         Any Email Addresses or Usernames Used                         Last 4 digits of the credit card charged                         The last date of billing   Once we have received this additional information, we would be pleased to revisit the issue to address the issue raised.   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

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     February 7, 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.   We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, they are making an investment in their family, and we take this trust very seriously.     We have reviewed our records and we were unable to duplicate the issue that Mr. [redacted] described about not being able to send messages to other members. As we cannot duplicate this issue, it typically means that there is a setting within the browser or a computer setting that is causing the error to occur. We recommend that he go through the troubleshooting steps provided in the following article, including trying to send messages in a different browser:   Troubleshooting Problems on Ancestry   We would like to clarify that if Mr. [redacted] is having an issue viewing his sent messages, we are aware of this issue and working on a resolution. While we do not have a time frame for when this will be fixed, we can confirm that his messages will still be received by other members.   In light of the circumstances, we would like to offer Mr. [redacted] a complimentary one month of our US Deluxe subscription (a value of $19.99) at no cost to him. To take advantage of this complimentary subscription, we ask that he email us directly at [email protected] within 30 days of his next renewal.   Again, we apologize for the frustrations that Mr. [redacted] has encountered with our website. If Mr. [redacted] has any questions regarding this or any other matters pertaining to Ancestry, he may contact us at 1-800-262-3787   Sincerely,   Riley Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
February 1, 2016
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 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 ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry

Title: Riley, Executive Office Response Team Contact Email: [email protected]   December 16, 2016   RE: [redacted] – [redacted]   To Whom It May Concern,    Thank you for forwarding Ms. [redacted]’s complaint to us. We sincerely regret the frustration that she...

has experienced in this situation.    We would like to assure Ms. [redacted] that we do not sell, rent, share or disseminate our customers’ account information, including their email addresses to any unaffiliated third party. We have now unsubscribed Ms. [redacted]’s email address [redacted] from all Ancestry emails. Please note that it may take 7-10 business days for all emails to cease concerning this account.   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,       Riley Executive Response Team Ancestry Tell us why here...

Title: Shaun, Executive Office Contact Phone: ###-###-#### Contact Email: [email protected]     July 11, 2016 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.    When signing up for a membership on Ancestry, Ms. [redacted] was required to confirm that she viewed and accepted Ancestry Terms & Conditions, which explain that all of our subscriptions renew automatically unless canceled. Because of these terms, Ms. [redacted] was responsible for canceling online, or by contacting us via email at [email protected] or calling our toll free number ###-###-#### prior to their renewal date if she did not wish to continue the subscription for the next billing period. The registration process also stated multiple times that the subscription would automatically renew.   Ms. [redacted] signed up for a 14-day free trial on December 11, 2015, which automatically renewed into the monthly subscription rate of $19.99 on December 25, 2015, and has renewed until she contacted us on July 7, 2016. In reviewing our records, we were unable to locate a successful cancellation attempt on her part. This would have resulted in a cancellation number being given to her both on screen and via email.   At this time, the account has been canceled as of July 7, 2016 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 have issued additional refunds totaling the amount of $119.94 for the prior billing. 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.   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,     Shaun Executive Office Ancestry

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 8, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s response to us. We sincerely regret the frustration Mr. [redacted] has experienced.   Our records indicate that Mr. [redacted]’s DNA results became available on his account on May 1, 2017. However, as stated in our previous response, if Mr. [redacted] feels this delay in our lab processing is impacting his experience to the point where the product no longer works for him, we would be willing to provide him with a full refund of his test in the amount of $99.00. In order to redeem this offer, however, we ask that he first delete his test from the website.   If Mr. [redacted] would like to pursue this refund, we ask that he email us at [email protected] once the test has been deleted. He may delete the DNA results by first logging into his 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. He may then simply click on this button and enter his Ancestry password to confirm the deletion of his 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]     February 28, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s response to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We regret the frustration that this situation has caused Ms. [redacted]. At Ancestry, we take the privacy and security of our members’ DNA information very seriously. As the DNA tests in question have been activated by the test participants on their own accounts, we will need to speak directly to these individuals to disclose any account information or provide any specifics regarding their DNA tests. We would be happy to assist these individuals if they are able to email us directly at [email protected] or by calling us at the number below.   We would like to clarify that if a member received their DNA results, the DNA sample that was provided was tested thoroughly as AncestryDNA uses advanced scientific techniques to produce the results. We measure and analyze a person’s entire genome at over 700,000 locations during the testing process and each DNA sample is held to a quality standard of at least a 98% call rate. The blue solution that is added to the sample prior to returning it to the lab, is a stabilizing solution that maintains the sample before it is processed. Any results that don’t meet that standard may results in a new DNA sample to be collected. In these instances, a notification that a new sample is required will be sent out prior to DNA results being released.   When a member receives a notification that they need to provide a new sample, they may accept the free replacement kit on the account that they used to activate the DNA test. Once they login to their account, they can select “DNA” in the top left corner. Across the top of the DNA homepage, there will be a banner that says, “Request A Free Replacement Kit” that will allow them to input their shipping address for the complimentary replacement kit.   If Ms. [redacted] would like to take advantage of the complimentary six month World Deluxe subscription that was previously offered, we ask that she 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

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 15, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,

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

frustration that Ms. [redacted] has experienced in this situation.

We have performed the test and services with the most up to date technology and followed all guidelines in processing Ms. [redacted]’s test, unfortunately our lab was not able to extract enough DNA from her saliva sample to provide her with results. We sent her an email on September 3, 2015 letting her know that we would need to have her send us a new sample so that we could perform the testing again.

Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree. Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives. These new relatives may have additional information, a piece of their family story to tell or photos to share.

As Ms. [redacted]’s DNA test was processed by the laboratory, she would not be eligible for a full refund according to our terms and conditions. The DNA terms and conditions state: “after you have returned a DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA Service. AncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion.” If you would like view the terms and conditions in full we have provided a link below.

http://dna.ancestry.com/legal/termsAndConditions

Because we are committed to providing excellent customer service we are willing to make an exception to our DNA refund policy for Ms. [redacted] and will process the remaining portion of her refund in the amount of $50.00 and delete her DNA test from our system. As she requested a free replacement kit and it was shipped to her on 9/9/2015, she can just throw away the new kit she was sent as it will not be usable.

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

Complaint: [redacted]
I am rejecting this response because:"We are exploring" is a process that should have been undertaken before the decision was announced.It is very likely that the fact that there will be no other options to sync trees, but this is information is being hidden behind a "stay tuned" tease in order to retain subscription monies until the end of 2016, when the decision, which has almost certainly already been made, will be announced as final.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:On behalf of other prospective customers, people need to be clearly made aware of these rules and policies.  If the Revdex.com or a state Attorney General's consumer division looked deeply into this, I'm confident that they would agree that there is something amiss.  Without delving into it, my career has been focussed heavily on deceptive practices by businesses. I know what I'm talking about.  And I'd like to see real changes at Ancestry on this matter before I am satisfied with what they are saying.  Thank you.
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 10, 2015
RE: [redacted] [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.
In searching for an account with the information that Ms. [redacted] provided us with, we located an account with the username of “[redacted]”. There is no free trial or any other kind of subscription set up on this account, which would be why there would not have been an option for her to cancel her subscription.
Sometimes when customers try to sign up for a free trial, they end up setting up a free registered guest account instead, which allows them to start building a tree, but they are not able to search all of our databases. To see what kind of subscription she has on her account, Ms. [redacted] can log into to Ancestry, click on her username in the upper right hand corner and select “Your account”. Once she is on her account page, it will show what kind of subscription she has. On the “[redacted]” account, it shows she is a registered guest.
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