Ancestry.com

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     February 23, 2018 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 realize that when a customer subscribes to Ancestry, they are making an investment in their family, and we take this trust very seriously.   We regret any frustration that Ms. [redacted] has experienced. We have reviewed Ms. [redacted]’s account and found that the issue she is experiencing is a known issue. We are currently working on resolving this issue; however, we currently do not have a timeframe for when it will be fixed.   Please understand that while we receive a large volume of error submissions to our queue, they represent a very small percentage of features and records on Ancestry. Due to the volume of error submissions, fixes to errors on Ancestry are posted firstly in the order of those which affect the greatest number of users, and thereafter in the order in which they are reported. This also depends on employee resources. For this reason, there is no foreseeable timeframe when these changes will be made.   In light of the circumstances, we would like to offer Ms. [redacted] a complimentary six month All Access subscription (a value of $199.00) free of charge. To redeem this offer, 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

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 20, 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.   Our records indicate Ms. [redacted]’s test began lab processing on April 13, 2017. Because of this increase in lab capacity, it should only be 2-4 weeks from the time the test entered the processing phase for her results to become available.   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 $108.95. 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

April 22, 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.

We have performed the test and services with the most up...

to date accuracies and followed all guidelines to produce Ms. Ms. [redacted]’s test. We cannot control if a customer is not pleased with their results.

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. Ms. [redacted]’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refund. As stated in our Terms and Conditions. “If you cancel within the first 30 days of placing your order but 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.”

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

We also would like to remind Ms. [redacted] that her test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done. As more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with each other.

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"

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
March 2, 2016
RE: [redacted] – [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. [redacted]'s complaint to us. We regret any frustration that Mr. [redacted]...

has experienced due to receiving Ancestry’s marketing emails.
In researching Mr. [redacted]’s account, his email address had not been added to our Do Not Contact list, which is why he’s continued to receive emails from Ancestry. To ensure that he will receive no further marketing emails, we have placed his email address [redacted]@gmail.com on our Do Not Contact list as of today. We ask that he please allow 7-10 business days for all emails to cease concerning this account. If he receives emails in the future, it will only be in regards to legally required transactional emails (i.e. order confirmations, renewal notices, password recovery, etc.).
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

Complaint: [redacted]
I am rejecting this response because: May 1, 2, 3, and 4, we contacted Ancestry support for assist; Ancestry case #[redacted], to update browser to Firefox Mozilla and Google Chrome, and IE11 which resulted in no solution, fix or help; #[redacted] which was to update our Internet Explorer (browser) which we already had the recommend IE 11 browser and did work either, all total over the last 4 days, after speaking to Debbie, Michelle, Amy, Teresa, just today we spoke to Eric, William, and  Trey, who supposedly turned the problem over to Ancestry IT Department for solution Error # [redacted], which we are to receive an email answer to resolve this issue that Ancestry is experiencing with their site that has completely taken down our access to this paid subscriber site. Mind you, we have made 5 calls to ###-###-#### and each time we waited 30-45 minutes in queue waiting for assistance then going through repetitive procedures to troubleshoot the problem on our lack of access issue. Furthermore, we have three different computers with which all three have the same access problem that Ancestry reps, supervisors, and customer solution personnel at Ancestry could resolve. We lost a week of subscriber service, so far, because Ancestry IT rolled out an update that is not compatible. And because of large call volumes to Ancestry, we had long wait times and felt rushed at several points to get the call completed, not resolved. So no I do not agree with anything that this Ancestry rep. has conveyed. This is an IT goat rope, and we spent 13 years doing site development for Ancestry building two huge public family trees that others are enjoying at our expense, and that is wrong.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This an unacceptable offer and the committed time frame on Ancestry.com website is 6-8 weeks.   See attachment that shows processing has not even started. They are not addressing their false advertising situation where they promise on their website they will deliver in 6-8 weeks.   They cannot deliver their product per their commitments they make in advertising. Asking me to wait 4 months from the date they received my dna sample is totally unacceptable.   I do not want free membership subscriptions or to do business with Ancestry.com.  The customer service representatives were rude and confrontational.  I would be willing to accept the full dna report within the committed timeframe of 6-8 weeks from April 3rd  when they stated they received my dna sample.   This would mean they need to deliver the full result by May 29th at the latest.  In addition, I want confirmation from Ancestry.com that they will remove ALL personal information from their databases.  Will not accept free membership subscription offers.  They need to do the right thing for their customers and refund my money or deliver the product in 6-8 commitment.   Sincerely,
[redacted]

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     January 16, 2017 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted] 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 Mr. [redacted] has described. We have again contacted Mr. [redacted] personally regarding this situation, and are actively working with him to resolve this issue.   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: Riley, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] January 31, 2018RE: [redacted] -- [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.   We have reviewed our records and found that Mr. [redacted]’s first contacted us in June of 2017 asking us to destroy his sample and remove his DNA results from our database. At that time, we initiated the process of destroying Mr. [redacted]’s sample and provided instructions on how to delete his DNA test results online. We sent a confirmation email to Mr. [redacted] in August notifying him that his sample had been destroyed.  Our records indicate that Mr. [redacted]’s test is located on an Ancestry account associated with a different email address than the one he has provided. Because of our strict verification guidelines, we are required to verify that Mr. [redacted] is the owner of the email address associated with that account before we are able to remove DNA results. We recommend that he login to the Ancestry account that he used to activate his DNA test to delete the test results in the DNA test settings. For his convenience, we have included instructions below on how to access the DNA test results:  DNA Account Settings If Mr. [redacted] is not sure which account he used to activate his DNA kit, we recommend that he call us at the number below so that we are able to better assist him. Alternatively, he may email us directly at [email protected] from the email address associated with the account that contains his DNA results and we can assist him with removing them from his 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.   RileyExecutive Response TeamAncestry

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 14, 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 records indicate that the test results for [redacted], [redacted], and [redacted] have all been processed become available on Ms. [redacted]’s Ancestry account on March 28, April 12, and April 12 respectively. She can access them by logging in to her Ancestry account and accessing the DNA tab in the upper right hand corner.   Unfortunately, despite many attempts, we were unable to extract a viable sample from the test for Ms. [redacted]. To this end, we sent her an email on April 13, 2017 informing her that we would require a new sample in order to provide her with DNA results. She can redeem a free replacement test by accessing her DNA home page on Ancestry.com Operations, Inc.   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 replacement kit to process, we invite Ms. [redacted] to explore Ancestry with this complimentary subscription, and also her family’s DNA results. 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 that her experience has been impacted by this situation 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 $340.80. In order to redeem this offer, however, we ask that she first delete all of the DNA results 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

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 appreciate the Revdex.com advocating on my behalf and Ancestry.com's prompt response. However I would like to reply to the issue of the billing rules being listed in the terms and conditions. I went back to your website to review your terms and conditions and found a 5,000+ word document full of legalese that the average consumer wouldn't understand. I still recommend that you begin to at least digitally send your customers receipts or invoices if they are being billed in perpetuity, it would be helpful to most.
Sincerely,
[redacted]

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 15, 2015
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.
Over a year ago, based on extensive research into our members’ wants and needs, we set out to build a better website that reinvents the way Ancestry helps you discover and tell your family story. On December 15, we completed the final transition worldwide to the new Ancestry site.
Since introducing the new site to the community earlier this year, we’ve received thousands of comments and suggestions that have helped us shape and evolve the site, providing critical fixes, improvements and enhancements. As of now, more than 10 million people globally are on the new Ancestry.
In 2016, we’ll continue our efforts to deliver key feature improvements that you have requested – specifically for search, hints, and mobile experiences:
• We will continue to hone the quality of our search results and hints to make finding people and records on Ancestry smarter, more accurate and more relevant.
• We will give you more control over how you curate, display and share your ancestors’ stories, with additional ways to customize the presentation and content in LifeStory, as well as new powerful media tools.
• And finally, we will provide increased functionality and capabilities that will give you a great Ancestry experience whether you use the Ancestry site on your desktop, phone or tablet.
We realize that change is never easy, and that it takes time to adjust to a new experience. We understand transitioning to a new site may be an unwelcome change but we encourage her to explore our helpful (and free) webinars that offer a deeper dive in to the New Ancestry including tips that might improve her experience and opinion of it. Tune in to Anne [redacted] M[redacted] here: https://www.ancestry.com/academy/course/updated-ancestry or Crista C[redacted] here: http://ancstry.me/1cYQyqV
Because we are committed to providing superior customer service, we have made an exception to our refund policy and have issued a refund to Ms. [redacted] in the amount of $ 49.90 for the unused portion of her subscription. The confirmation number for this transaction is:[redacted]-[redacted]-[redacted]
Because we want Ms. [redacted] to have success with her family research, we are willing to provide her with 3 months free access to Ancestry. Her free access to the site will begin 12/15/2015 and run through 3/15/2016. After that date, she will have continued access to the free resources on our site as a registered guest.

Again, we regret the frustration that Ms. [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 MST.
Sincerely,
Allison
Executive Response Team
Ancestry.com

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 14, 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 of these terms, our members are responsible to cancel online, or by contacting us at our toll free number 1-800-262-3787 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 indicating Ms. [redacted]’s desire to cancel prior to November 11th, 2016.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Ms. [redacted] in the amount of $44.99.  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 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]   June 13, 2016   RE: [redacted] – [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint to us. We regret any frustration...

that Mr. [redacted] has experienced due to receiving Ancestry’s marketing emails.    In researching Mr. [redacted]‘s account, his email address [redacted] was added to our Do Not Contact list June 13, 2016. We ask that he please allow 7-10 business days for all emails to cease concerning this account. If he receives emails in the future, it will only be in regards to legally required transactional emails (i.e. order confirmations, renewal notices, password recovery, etc.).   If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####.   Sincerely,     Jill Executive Response Team Ancestry Tell us why here...

Title: Allison, Executive Office Response Team
Contact Phone: [redacted]
Contact Email: [redacted]@ancestry.com
July 28, 2015
RE: Soyini L[redacted] -- [redacted]

To Whom It May Concern,

Thank you for forwarding Ms. L[redacted]’s response to us. We have carefully reviewed the...

information 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. L[redacted] has experienced in this situation.
Due to financial laws and Ancestry’s policies we are not able to delete credit card information from our system. This information will be automatically purged from the system after a certain amount of time. In the meantime, rest assured we will not bill anything to your credit card, unless you initiate a new transaction.
Ancestry is in compliance with Payment Card Industry Data Security Standards. This means that the storage of payment information adheres to requirements related to the storage and transmission of our member’s payment data.
In the future if you would like to prevent us from receiving and storing your credit card information please consider paying by check.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-[redacted].
Allison
Executive Response Team
Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 14, 2017   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.   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, or by contacting us at our toll free number 1-800-262-3787 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 indicating Mr. [redacted]’s desire to cancel.   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 $259.08. 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 7-10 days for this credit to post to his PayPal account.   As the remaining charges occurred over one year ago, we are not in a position to offer any additional refund. In light of the circumstances, we are willing to provide Mr. [redacted] with a complimentary year to our US Discovery membership (a value of $189.00) at no cost to you. To take advantage of this offer, he may email us directly at [email protected].   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,     Drew Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because: For one thing the cost of the program I bought was $99.99 and they are only offering me a refund or $99.  Secondly, they have no desire to Support the product and requested me to UPLOAD my genealogy into their Ancestry program which in essence GIVES them ownership to MY information which is NOT what I intended to do. Their Claims that THAT will Fix the program were False and deceitful.  They manipulate and control the people who they sell their products to and tell us all kinds of lies to further their business  and line their pockets.  Preference would be for them to FIX the problem with the Crashing of the program and it not being able to make a backup.  They should stand behind their product and Fix the issues instead of saying that they are going to NO LONGER maintain any tech support after forcing me to Buy it when it was not needed.
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 21, 2015
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.
We attempted to call Mr. [redacted] and speak to him by phone, but were unable to reach him. In reviewing Mr. [redacted]’s account information, we are only able to locate one account with the email address of [redacted]@yahoo.com which is the email address his complained was sent with. It appears that two DNA tests were activated on this account, one under the name of [redacted] and one under [redacted]’s name.
Unfortunately, we do not have the ability to merge accounts if customer’s have multiple accounts. If Mr. [redacted] has a family tree on a different account he can transfer the tree to this account by downloading a gedcom file from the account with the tree and then uploading it to whatever account he wishes. The instructions on how to do this are in the following link.
http://help.ancestry.com/app/answers/detail/a_id/472/kw/gedcom
We are also providing instructions on how to update account information in the link below if Mr. [redacted] has been unable to do so, or he may call our support number and once the account information has been verified any agent that answers could assist him in updating his email address. For assistant with updating his account information he would want to call: 1-800-[redacted] (###-####), seven days a week, 9 AM to 11 PM EST.
http://help.ancestry.com/app/answers/detail/a_id/1030/kw/update%20account
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]     January 26, 2018 RE: [redacted] -- [redacted]     To Whom It May Concern,    Thank you for forwarding Ms. [redacted]’s 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 calculate a person’s DNA results by comparing their DNA to the DNA of a group of individuals with documented ancestries from specific regions and ethnic groups around the world. Using their data as a reference, we are able to analyze specific markers in a person’s DNA and recognize how these markers correlate with specific ethnic groups, therefore providing them with their results.   In Ms. [redacted]’s case, her DNA results came back 100% Asia East. At present, we are unable to break down this ethnicity into more specific regions, but as new data becomes available and the science behind ethnicity estimation improves the ethnicity estimate may be refined in greater detail. These updates are made as we are able, and we do not have a firm timeframe in which we will be able to update these results.   For more information about how we calculate the DNA results, we have provided the links below which document this process in greater detail:   Unexpected Ethnicity Results AncestryDNA Ethnicity Estimate Help and Tips   Ms. [redacted]’s DNA test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done. As more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with other members. These members and the connections made through DNA may hold information to help her make new discoveries about her family’s past, your cultural roots, as well as confirm information in her family tree.    We regret to inform Ms. [redacted] that we are unable to issue a refund for her DNA test. As we are not the party who collected or charged Ms. [redacted] for the DNA kit, we are not in a position to issue a refund. We recommend she contact Amazon to receive a refund for her purchase.   In light of the circumstances, we would like to offer Ms. [redacted] a complementary six month World Deluxe subscription (a value of $149.00) at no cost to her. To redeem this offer, we ask that she email us directly at [email protected]. The World Deluxe subscription provides members 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. If Ms. [redacted] would like to read more about these added benefits, we have provided a link to the following article:   AncestryDNA and Subscriptions     We want Ms. [redacted] to know that we value her as a member of Ancestry 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 at 1-800-262-3787.    Sincerely,     Riley Executive Response Team Ancestry

Title: Riley W[redacted], Executive Office Response Team Contact Email: [email protected]   February 24, 2017   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, following all lab guidelines to provide Mr. [redacted] with accurate results. Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting.  In Mr. [redacted]’s case, he was expecting to have German DNA. While we do not have a specific ethnic region for Germany, it can be found within multiple regions, including the Great Britain and West Europe regions. If Mr. [redacted] views his full ethnicity estimate and clicks on the Great Britain region, he will see multiple countries that this ethnicity is primarily located in, which includes Germany.   We can confirm that his wife’s results finished processing and were posted to his Ancestry account on January 23, 2017. To view these results, he will need to select “View Another Test” in the top right corner while viewing his results.   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 Mr. [redacted]’s DNA test was run and completed by the laboratory, we regret to inform him that he is not eligible for a refund.  If he would like to view the Terms and Conditions, we have provided the following link:    http://dna.ancestry.com/legal/termsAndConditions   We also would like to remind Mr. [redacted] that his test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done. As more people take DNA testing, he may be able to locate matching individuals and will have the ability to share research with other members.      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 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.
Sincerely,
[redacted]