AncestryProGenealogists

Complaint: [redacted] I am rejecting this response because: The report from Ancestry ProGenealogist states " the DNA results connect [redacted] to the immigrants [redacted] and [redacted] " Ancestry ProGenealogists report did not provide any data to support their assumption of connecting my [redacted] to [redacted] and [redacted] ***No information as to if the dna of my male family members matched any other dna kit on Family Tree DNA My male family members who provided their DNA results for this Ancestry ProGenealogists research project do not have any Y DNA matches on Family Tree DNA to any men with the surname [redacted] The research packet that was provided to me by Ancestry ProGenealogists was Not provided to the independent certified Genealogist since I found your report to be questionable and flawed in connecting my [redacted] to [redacted] descendants who lived in Lincoln CO Nc I reviewed the packet you sent and found flaws as I questioned your assumption regarding DNA matches to [redacted] Your packet was filled with literature about people that I am not related to I furthered my own *** research by reviewing all the Revolutionary War pensions of all the [redacted] men of Lincoln Co NC Your packet was of no help and the tree that you agreed to develop for me at the beginning of the research project was an exact copy of my existing tree when your research began After reading your report , I lost confidence in your research skillsIt appears that Mr L [redacted] assumed from an article he had in the packet that all the ***'s living in that section of NC were all related to the descendants of [redacted] and [redacted] from Md Well, the additional reserach by a certified independent Genealogist whom I hired to do the research that I had contracted you to do found additional information from the actual Lincoln CO NC civil action records Also, I found the research book by Ms B [redacted] via the [redacted] Surname DNA Project on Family Tree DNAI am asking for atleast a partial refund from Ancestry ProGenealogists I do not have any faith in your research I found that your research is flawed and you charged me an exuberant fee for flawed research that was based on " assumptions " Ancestry ProGenealogist did not fulfil their agreement with me Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] IF I DO NOT RECEIVE THE REFUND, I'LL BE BACK IN TOUCH WITH Revdex.com THANKS VERY MUCH

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 1, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’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 interestsWe apologize for any inconveniences that have occurred from this situation 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 $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-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- Sincerely, Drew Executive Response Team Ancestry

We sincerely apologize for the incomplete communication with Ms [redacted] We did receive her payment and as is our practice, her research project was placed into queue with her research managerOur practice is to provide updates to our clients each month and while we did meet our initial commitment, we were late in our subsequent communicationsMs [redacted] ’s refund was processed by our accounting department on December 15th and she received a call from our client relationship manager on December 17th / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because:I understand that you may not have found my great-great-grandfather's ancestors, and I accepted that as part of the agreement when I paid youHowever, because the results that you presented to me were for my great-great-grandfather's descendants, I am only led to believe that my money was not used to perform the research that I intended it to be used forIn other words, I paid for one thing (ancestors) and got a different thing (descendants)This is not about you not finding the ancestors, this is about you using thousands of dollars to find something that you should not have been looking for (descendants) Sincerely, [redacted] ***

I am sorry that we have not been able to come to a satisfactory resolution to the claims raised by Mr***As we state in our Terms and Conditions, family history research can be challenging and no reputable genealogists can predict the finding of a specific document or positive resultsThe ProGen research team successfully accomplished Mr***’s primary goal of discovering the town in Eastern Europe his family resided in prior to coming the United StatesUpon finalizing our research, we provided Mr [redacted] with a detailed twelve page research journal that outlined our research methods and results, including all research sources, the purpose of each individual document search and our findings and analysesIn addition to the journal we delivered four pages of images and a summary of our work and a detailed invoiceWe halted our research efforts immediately upon receiving notice from the client that he wanted us to stop and returned the unused portion of his retainer along with an accounting of our research time and charges

We are sorry you are have not been satisfied with the results of your research project and our communication our communication with youOur clients’ satisfaction is our first priority and we take your complaint seriouslyI believe your client relationship manager, Jill, spoke with you today and offered you a full refundIt typically takes 5-business days for these funds to be applied to your accountWe do wish you all the best in your continuing research of your ancestors

Title: Jon, Executive Office Response Team August 8, RE: [redacted] – Case: [redacted] Prior to conducting any research services, all AncestryProGenealogist clients agree to terms and conditions that do not guarantee any positive identification of ancestorsClients engage AncestryProGenealogists to perform research on their behalf in accordance with the highest professional standards and the Code of Ethics published by the Association of Professional GenealogistsBecause of variables that can limit success (time allotted, common surnames, time period and place, records availability) during research, there is no guarantee that any specific or positive results will be obtainedIn my ***’s case, in order to find his ancestors, we needed to find where exactly he came from, and, in order to do that, we needed to perform a brief exploration of his children to see if they provided any more specific information about his place of origin, because the records found for him directly concerning his origin were vague and contradictory According to our Cancellation Policy, if any client cancels our services, the cancellation will take effect immediately upon receipt of a cancellation noticeOur researchers will write a summary of the research conducted prior to the receipt of the cancellation notice and calculate the total time spent and expenses incurredAll time and expenses will be deducted from the prepaid retainer and remaining funds will be returned to the clientOur cancellation policy was followed as outlined on our client agreement and Mr***’s unused funds were returned Sincerely, Jon Executive Response Team Ancestry

Contact Name and Title: Jon, Executive Office Response Team September 28, RE: *** *** - Case: *** To Whom It May Concern, Thank you for forwarding this complaint to usWe have carefully reviewed the request and have the following response I am
sorry that we weren’t able to find more information about your family and that you have not been satisfied with the results of your research projectI want to assure you that AncestryProGenealogists takes your complaint seriously, as our goal is to deliver the very best possible experience to each and every client I met with your research team and have reviewed their workWe have concluded that the research was diligently conducted in accordance with professional genealogy standards, which are quite rigorous and often more time consuming than may be apparent, particularly in some difficult areas of study. Unfortunately, we were not able to achieve your primary goal of proving a relationship between *** *** and *** ***, however, the research team was able to determine the correct parents of *** *** (your second great-grandfather)This was a difficult, but necessary problem to solve, since all three of your online trees displayed different parents for *** *** and two other researchers were previously unable to resolve this connectionAccordingly, we feel that your funds were used appropriatelyAs promised, we delivered to you a robust 20-page research journal outlining our research methods and findings As we state in our Terms and Conditions and in the signed client agreement, family history research can be challenging and no reputable genealogists can predict the finding of a specific document or positive results. We do acknowledge that a formal research plan was not shared with you during the research processBecause we are committed to providing superior customer service we have made an exception to our policies and have offered to you hours of additional research free of charge, or the equivalent cash refund of $ Sincerely, Jon Executive Response Team ProGenealogists

Complaint: ***
I am rejecting this response because: The report from Ancestry ProGenealogist states " the DNA results connect *** to the immigrants *** and *** *** *** " Ancestry ProGenealogists report did not provide any data to support their assumption of connecting my *** *** to *** *** and *** ***No information as to if the dna of my male family members matched any other dna kit on Family Tree DNA. My male family members who provided their DNA results for this Ancestry ProGenealogists research project do not have any Y DNA matches on Family Tree DNA to any men with the surname *** . The research packet that was provided to me by Ancestry ProGenealogists was Not provided to the independent certified Genealogist since I found your report to be questionable and flawed in connecting my *** *** to *** *** descendants who lived in Lincoln CO Nc. I reviewed the packet you sent and found flaws as I questioned your assumption regarding DNA matches to *** *** . Your packet was filled with literature about people that I am not related to I furthered my own *** research by reviewing all the Revolutionary War pensions of all the *** men of Lincoln Co NC. Your packet was of no help and the tree that you agreed to develop for me at the beginning of the research project was an exact copy of my existing tree when your research began . After reading your report , I lost confidence in your research skillsIt appears that Mr L*** assumed from an article he had in the packet that all the ***'s living in that section of NC were all related to the descendants of *** *** and *** *** from Md. Well, the additional reserach by a certified independent Genealogist whom I hired to do the research that I had contracted you to do found additional information from the actual Lincoln CO NC civil action records Also, I found the research book by Ms B*** via the *** Surname DNA Project on Family Tree DNAI am asking for atleast a partial refund from Ancestry ProGenealogists I do not have any faith in your research I found that your research is flawed and you charged me an exuberant fee for flawed research that was based on " assumptions " Ancestry ProGenealogist did not fulfil their agreement with me .
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This complaint is not about their inability to find any new information about my ancestors. The complaint is that they did not spend the time they claimed they did doing the research. I believe they only spent one hour working on this matter. Numerous other customers have said the same thing about this company. They do not perform professional research, they just repackage existing information that has been supplied by their customer into a document. This takes them about one hour.
Sincerely,
*** ***

Contact Name and Title: Jon, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: *** August 5, RE: *** ** ***- Case: *** To Whom It May Concern, Thank you for forwarding Mr***’s complaint to us
We have carefully reviewed the request and have the following response I am sorry that we weren’t able to find more information about your family and that you have not been satisfied with the results of your research projectI want to assure you that AncestryProGenealogists takes your complaint seriously, as our goal is to deliver the very best possible experience to each and every client I met with your research team and have reviewed their workWe have concluded that the research was diligently conducted in accordance with professional genealogy standards, which are quite rigorous and often more time consuming than may be apparent, particularly in some difficult areas of study. Accordingly, we feel that your funds were used appropriately and when you asked us to discontinue the research, we did so immediately and issued a refund for the remaining balance of your retainerNo additional research occurred following your request for us to stop Sincerely, Jon Executive Response Team Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, but I want to be clear and on the record for any other consumer who is thinking of doing business with Ancestry Pro Genealogists. In response to the response from Pro Genealogists:1) The "initial commitment" they met was an email that said my research was IN PROGRESS, NOT in a queue.2) The subsequent communication was NOT late, it was non-existentAfter months of no communication I asked for a specific update on what had been done to dateThis question was never answeredI was repeatedly told it has been escalatedSo again, that is not late communication, that non-communication.3) If Pro Genealogist was truly sorry for their inaction/ lack of communication, why was a refund issued on 12/but no one bothered to call or even email me with this information until I filed complaints and publicly shamed them via social media - with me finally receiving a call on 12/17?4) Yes, I did receive a call from a client manager who assured me, assured me again then reassured me he would call me back the same day to answer my question of what exactly had been done on my ancestor's research up to this pointI have yet to have this man call me back with an answer This lack of communication, follow through and follow up seems to be modus operandi for Ancestry Pro Genealogist.It has become apparent that Pro Genealogists takes consumer's money then puts them in a queue, sends out a form letter email days later stating work has begun (instead of telling the truth that you are still in queue)Their assertion that the research takes 4-months is bogus, since nothing was even started on my research within the first monthsThey simply collected interest on my money for months while I tried fruitlessly to get updates on my ancestor.The initial reason for contracting Ancestry Pro Genealogists has not been resolved which is finding out about my ancestor.Buyer Beware!
Sincerely,
***

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] IF I DO NOT RECEIVE THE REFUND, I'LL BE BACK IN TOUCH WITH Revdex.com.  THANKS VERY MUCH.

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 Ms. [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.   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 $19.99. The confirmation number for this transaction is [redacted].  Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account.   The access to the databases associated with this membership has been terminated effective immediately and Ms. [redacted] will have no future billing from Ancestry.  Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because:I understand that you may not have found my great-great-grandfather's ancestors, and I accepted that as part of the agreement when I paid you. However, because the results that you presented to me were for my great-great-grandfather's descendants, I am only led to believe that my money was not used to perform the research that I intended it to be used for. In other words, I paid for one thing (ancestors) and got a different thing (descendants). This is not about you not finding the ancestors, this is about you using thousands of dollars to find something that you should not have been looking for (descendants).
Sincerely,
[redacted]

To Whom It May Concern,   Thank you for forwarding this complaint to us. We have carefully reviewed the request and have the following response.   I am sorry that you weren’t satisfied with the results of your research project. The goal with all of our clients is to use their research retainers in the most effective and efficient manner to achieve their goals. As we described during the initial research kick-off conversation, we generally begin our research by exploring all online records, followed by hands-on research at the Family History Library if records are not available online but can be found there. When necessary, we can also conduct research in local archives and we will incorporate DNA results when available in order to uncover as much information as possible.   During your research project, we found further evidence that [redacted] of Lincoln County, North Carolina was the father of your ancestor, [redacted]. We also recommended additional research of land and probate records in local archives to positively confirm the connection between [redacted] and her parents, since there are two distinct [redacted] families in Lincoln County at that same time. It appears that you were able make use of the 20-page research journal that we delivered as part of your project. Accordingly, we feel that your funds were used appropriately.

We sincerely apologize for the incomplete
communication with
Ms[redacted]We did receive her payment and as is our practice, her research
project was placed into queue with her research managerOur practice is to
provide updates to our clients each month and while we did meet our initial
commitment, we were late in our subsequent communicationsMs[redacted]'s refund
was processed by our accounting department on December 15th and
she received a call from our client relationship manager on December 17th

I am sorry that we weren’t able to find more information about your family and that you have not been satisfied with the results of your research project. I want to assure you that AncestryProGenealogists takes your complaint seriously, as our goal is to deliver the very best possible experience to...

each and every client. I met with your research team and have reviewed your report along with the detailed research journal. We have concluded that the research was diligently conducted in accordance with professional genealogy standards, which are quite rigorous and often more time consuming than may be apparent, particularly in some difficult areas of study.  Accordingly, we feel that your funds were used appropriately and when you asked us to discontinue the research, we did so immediately.  We are hopeful that our notable findings, including identifying your family’s place of origin in Kelme, Lithuania and uncovering passenger lists for your family members, will help you to further your own research from this point forward.  Although we were not able to uncover all that you desired in this short engagement, we hope that you will not hesitate to reach out to us in the future if you think we might be able to assist.

I am sorry that we have not been able to come to a satisfactory resolution to the claims raised by Mr. [redacted]. As we state in our Terms and Conditions, family history research can be challenging and no reputable genealogists can predict the finding of a specific document or positive results. The ProGen research team successfully accomplished Mr. [redacted]’s primary goal of discovering the town in Eastern Europe his family resided in prior to coming the United States. Upon finalizing our research, we provided Mr. [redacted] with a detailed twelve page research journal that outlined our research methods and results, including all research sources, the purpose of each individual document search and our findings and analyses. In addition to the journal we delivered four pages of images and a summary of our work and a detailed invoice. We halted our research efforts immediately upon receiving notice from the client that he wanted us to stop and returned the unused portion of his retainer along with an accounting of our research time and charges.