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Legacy Tree Genealogists Reviews (4)

Complaint: ***
I am rejecting this response because:I am so sorry. I left out that Legacy found the name of my great great grandmother for $1400. At the end of the day, I pretty much wasted my time and money on this transaction. I will not be getting an additional DNA test because the two that I did get and was suggested by legacy didnt help which was another $700. I know many people who think what I was doing was great and was waiting on my results to see if they should do the same. I will tell them to use anyone except Legacy, unless they want to pay $to find out a name of a ancestor
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:With all the information that Legacy provided in their response email, at the end of the day, I know no more than when I started and out of $ Legacy didn't show the information that was given to me regarding how easy it should be to research further Instead of researching information that I provided, Legacy just confirmed what I gave them Those extra hours should have been spent on going further than the last ancestor that I provided Maybe Legacy doesn't promise results but they sure do give you the impression that it would be easy to do Since Legacy doesn't promise results make sure that this is understood before the purchase is made There is no way I would take $as a business and give no results When a roadblock is encountered with one ancestor it would make sense to try another one of the four possibilities to at least gather something additional for the client so that they have something I can understand if my ancestors were spread all over the place with no information All my ancestors have roots in the state of Mississippi within 10-miles from one another I would be embarrassed if my company operated this way Businesses that don't have happy customers are soon out of business.
Sincerely,
*** ***

The client has communicated several complaints:1) He believes he was given the impression that the work would be easy.2) He believes that our time was spent only confirming the information he provided instead of going on to earlier ancestors and that this was an error.3) He believes we should have changed the research objective to a different ancestor when it became apparent that the one we were focused on would be difficult to move past.Regarding the first issue, we have reviewed the correspondence with this client as well as the research reports he was providedWhile we did say “we should be able to find…” or “it’s likely that we could…” we don’t feel that we were misleading in saying that the research would be easyIf the client is willing, we would be happy to share copies of his reports so that the Revdex.com may see what the time was spent on, what we listed as recommendations for future research, and what language/verbiage was used in expressing what could possibly be accomplished if he upgraded his original intro projectBecause these reports belong to the client, we will not share them without his permission. Regarding issue two, we feel that our efforts have gone above and beyond what was ordered and paid for by this clientThe client paid $for hours of workIn an effort to help him feel better about his results we have put in another hours ($787.50) of free time (not including time spent by management communicating with the client and reviewing the case) because we want to do our best to make all clients happyThe claim that we found nothing new for $is not accurateAmong other things, we learned the names of his great-great-grandparents on his mother’s side, we obtained original vital records for some ancestors that he did not have before, we found a photo of his great-grandmother, and as requested, we researched XXXX XXX in-depth in an attempt to identify which of the two potential candidates was his fatherWhile the client may not have received the amount of information he was hoping for, we did find new informationWe did the best work that could be done with the time we were given, and with the extra free time we have already put into this project in an effort to make the client happyIn addition, in our experience, confirming information provided by clients often proves invaluable to the research process, as the information we are provided by clients is often incomplete and sometimes erroneousWe are careful to prove each ancestral generation before moving on to the next so that clients don’t end up with incorrect family lines.Regarding the third issue, at times we do have clients who specify that if research appears unproductive, we should move on to a second specified goalIn this case we focused on the goal that was approved by the clientSince we are generally successful at solving difficult cases given enough time to uncover the evidence needed to solve them, we continued gathering information with the time we were given, and indeed did make progress toward solving this case.We always want our clients to be happy with our work, but we cannot continue to work for free indefinitely, and we don’t feel that a refund, in light of our service terms and the work that has been performed to this point, would be justified or fair to our other clients who have paid for more hours when neededIf the client would like to order one of the specific DNA tests we recommended in page of our review dated September 2015, he could then send us the results and we would be willing to spend a couple more free hours developing a plan for what more could be done based on those resultsBeyond that, since we work based on blocks of time, more hours would need to be purchased in order for us to perform additional research

This client first contacted us in April 2015 to order an
Introductory research project. Our Introductory research project includes 3.5
hours, and at that time had a cost of $275. On 10 May 2015, we sent the
following as part of his “welcome” email:“As you know, our Intro Project (3.5 hours) is a...

great
way for the researchers to analyze your information, perform some initial
research, determine the availability of records for the time period and region,
and write a research plan that will help you determine if it would be prudent
to invest in a full 20-hour project. If things look good, you can convert it to
a full 20-hour project for $1125.” When ordering
a project, clients are required to indicate that they have read, understand,
and agree to our Terms of Service agreement, which can be found here: https://legacytree.com/terms-service.
This agreement states that we cannot guarantee that we will find a specific
amount of information, that the payment made is for the value of our services,
and that we do not offer refunds after research has begun. For his
project, the client asked that we evaluate the paternal and maternal lines of
his parents, which included four family lines. He also had results from a DNA
test that had been taken by his father, and he asked that we review those
results to determine if they would help with the case. There was a
slight delay in the beginning of his project while we waited for the client to
approve his objective(s) and provide us access to his father’s DNA results.
Reminders were sent on 4/16, 4/24, 5/7, 5/11 and 5/15. We received the approval
of the objectives on 5/7: “Research Goals:1.      
The client’s ultimate goal is to extend both his
paternal and maternal lines as far as time allows. Use the client’s DNA test
results in aiding this research.2.       Evaluate the research already
performed, analyze what records are available, and perform some preliminary
research to determine if there are enough resources to continue researching the
case. Hi Allison,I thought
that I sent a response before.  Yes, I
would like the direction word for word. 
I will send the ancestry.com DNA information shortly.Thanks,XXXXX” We received
the DNA results via fax on 5/19: “I just sent
the fax over. Let me know when you receive it. 
Sorry for the delay.” As
requested, we evaluated all four lines and the DNA test. We performed
preliminary research and determined that the chances of extending all lines
appeared good, but one of the lines would be more difficult because the father
of one generation was unknown, and two records had conflicting information
about who that father might be. We also determined that the DNA test from the
client’s father was not the kind that is helpful to genealogy research, and we
recommended that the client take a different type of DNA test that might be
more helpful. Because we strive to provide our clients with the best results
possible, we often spend more time than what they’ve paid for in order to
complete a project with good results. In this case we spent 6 hours instead of
the allowed 3.5 in order to evaluate all four lines and the DNA results. We do not
personally sell DNA tests, nor do we guarantee that they will be helpful to
research, but when it appears to be a good option, we recommend our clients to
one or more of the 3 major DNA testing companies that are helpful to genealogy.
These tests generally cost between $99-$150, so we cannot comment on the
client’s claim that he has spent $1000 on DNA testing so far. In June
2015, the client decided to upgrade his project to a 20-hour block. He paid the
additional $1125 fee to do so, for a total of $1400 paid to us. In discussing
his objectives for the full project, we presented some options to him, and
ultimately he decided to have us focus the research on just the one line that
had the discrepancy in fathers.  Email from
16 June 2015: Would you
like to change the research goal to: Extend the
paternal line of XXXX XXX (19XX-19XX) as far as time allows, including
information about spouses and siblings of direct-line ancestors as found during
the course of research. Keep the focus on extending the XXX line and include
any interesting details such as occupation, military service, land ownership,
obituaries, addresses. 
Allison
Hey Allison,This goal is goodthanks,XXXXX” Research
commenced, and was completed in August 2015, which is actually a bit faster
than our normal 9-12 week completion timeline (as stated in our Terms of
Service). A few days
after research began, the client sent an email indicating that he would like to
add an mtDNA test in order to determine more definitively what his ethnicity
might be. The following email was sent to him on 19 June 2015: 
“The DNA test sounds like a great idea. Legacy Tree doesn't
administer mtDNA tests, so go ahead and order that from one of the companies that
does, then when you get the results, you can add more hours to your project to
allow our genetic genealogists time to analyze the results. I can't remember if
I have already sent you links to these articles, but this one is terrific:https://legacytree.com/blog/dna-testing-can-transform-african-american-... /> And this one gives recommendations for which company to order
tests from:https://legacytree.com/blog/the-who-what-where-and-why-of-genetic-genealogy... /> Best,
Allison”
 Unfortunately,
though our researcher checked a variety of sources and was able to locate
additional records about the family, the end result was that we now have a
third potential father for the client’s ancestor, and more research is needed
to sort out which one is correct before the line can be extended. Because we
work based on blocks of time and not based on specific results, our researcher
simply ran out of time before she was able to solve this family puzzle. As is our
normal procedure, we provided the client with a binder that included 1) a full
research report detailing what we looked at, what we found, what we didn’t
find, what problems we ran into, analysis of the records, and a plan for future
research if he was interested in pursuing this mystery; 2) family charts
listing sources for information; 3) a list of the sources we searched; and 4)
copies of all documents found. This project
again went over the time, with us spending 2 additional hours (free of charge)
to get him the best results we could. When the
client received his binder, he contacted us to let us know that he was
disappointed in the results, and to inquire about the DNA test he had taken,
since it was not mentioned in his report. In having management review the case,
we determined that even though we had asked him to notify us about his test
results, and that he would need to add hours to his project in order for us to
analyze them, we could have have followed up with him about it. We admitted the
oversight and offered to put in additional hours (free of charge) to review the
DNA test results and determine if/how they could help with this research. We
also let the client know that if the DNA results provided answers that could
have saved some research time, we would also put in additional hours of
research in order to make up that time. We proceeded
to spend another 6.75 hours analyzing the DNA test, and on 19 September 2015 we
provided the client with an addendum to his report that included an analysis of
his DNA test results. As is often the case when there is a question of paternity,
one DNA test alone was not able to solve the problem, and the addendum
recommended a plan that included additional DNA testing of other family members
plus additional traditional research to continue chipping away at this research
question. The nature
of genealogical research is that there are often surprises and there is no way
to know what you will find until you begin looking. This is precisely why most
(if not all) professional companies sell their services based on blocks of time
instead of specific results. While we certainly wish that every question could
be answered in one 20 hour project, and while we do always want to provide our
clients with the very best results possible, we just cannot guarantee specific
results, and emphasize to clients with difficult problems that research will
likely take more than one 20 hour block. We have put a
total of 11.25 complimentary research hours into this project (not including
time spent by management reviewing the case), and we have offered the client
our normal re-order discount of $50 off if he decides to order an additional block
of hours to pursue the case. If he chooses to continue, we have recommended a
combination of approaches including more traditional research into each of the
three potential fathers in order to determine which one is correct (or to at
least hopefully eliminate one or more options), and additional DNA testing of
other family members in order to potentially gain additional clues through that
method.

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Address: 50 W Broadway Ste 303, Salt Lake Cty, Utah, United States, 84101-2020

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