MyHeritage (USA) Inc.

Complaint: ***
I am rejecting this response because: despite agreeing to cancel my subscription immediately, this has not happenedIn addition, the cancel button still has not been added/restored to the site.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you very much for your help in this matter
Sincerely,
*** ***

It looks like this account has already been refunded in full

The customer spoke with a representative that tried to ask her questions about why she signed up but she kept interrupting him and would not talk about itShe eventually hung up and the representative issued a full refund back to her account at that point

A rep will contact you to resolve this issue

We tell you about the auto renewal in the email we send when you make the initial purchase as well as in the terms of service on the websiteSomeone will contact you about your emails. Below is the exact email we sent You are now a PremiumPlus customer, entitled to receive our priority
support and all premium features of Family Tree BuilderWe thank you for supporting us and wish you success and pleasure in using MyHeritage to grow your family tree and keep in touch with your familyThe next charge will take place on January for another yearAll details on your subscription are available on your site account page. And the terms of serviceAll subscriptions are automatically renewing to ensure an uninterrupted serviceThis means that once you become a subscribing member, your subscription will be automatically renewed and your billing choice will be charged based on the subscription duration unless you opt out or cancel by following the instructions in this Agreement.All physical goods and deliverable items purchased from us are made pursuant to a shipment contractThis means that the risk of loss and title for such items pass to you upon our delivery to the carrierOpting Out of RenewalYou may opt out of renewing your subscription by calling MyHeritage at +1-877-432-3135, or by logging in and utilizing the My Purchases pageIf you do not let us know that you want to discontinue your subscription at least one day prior to the end of the current subscription period, the payment for the renewal period of the subscription will be made

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***

Though they have arrived at the lab, we have been experiencing a delay in getting those kits scanned into the systemI see that this customer spoke with us today and resolved this issue

We do not offer refunds by email, so when we receive an email asking for a refund, we try calling the customer to discuss thisThis customer called in and was refunded in fullIt takes 3-business days for a refund to process

We are open 7-MST which is also 9-EST Monday through FridayWe do not issue refunds by emailIt does look like one of our reps has attempted to contact you by phoneI will have them try to get in touch with you again to resolve this issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I'm writing on behalf of my mother *** *** regarding this compliant. She received your original response along with two other responses. She also received an email
from Heritage saying someone would respond to her. She hasn't received any response - no email, no phone call etc. Her attempts to call Heritage have resulted in being connected to someone whose English was difficult to understand, she was put on hold for more than an hour and then disconnected when someone finally answered. I believe my mother spoke on the phone to you and you instructed her to send documentation regarding this complaint. Attached is a screen shot of the original email offer she received. There are also screen shots of a second offer Heritage emailed when my mother tried to sign up for the original offer. Finally screen shots of the Revdex.com's orignal emails are also attached Prior to my mother calling you Miss *** she thought she had responded "unsatisfied" through the Revdex.com's Online Complaint Management System but judging by the message below the complaint was closed due to her not responding. Unfortunately your system is not easily navigated by elderly persons. As you can see from the two offer screen shots Heritage offers an excellent deal of 50% off to renew the subscription. Then when my mother tried to renew the offer it came up as 25% off. Seems to me Heritage uses a "Bait and Switch" tactic - most likely figuring people won't notice the difference. My mother tried calling Heritage to confirm the 50% discount and was repeatedly put on hold, disconnected several times and then told that someone would call her back to confirm the 50% deal. After waiting more than a week to be called back she reached out to you for help in getting the offer that was originally sent to her. What can we do at this point given that Heritage's only responses seem to be "someone will get back to you?"Thank you for your help *** *** (###-###-####) for *** and George *** (###-###-####)
Sincerely,
*** ***

I will have someone contact you ASAP about this issue and help to get this resolved

We have the representatives offer a discount on services if you wish to keep it for the yearSince this customer is unsatisfied, the rest of the money will be refunded back to the customer's account within 3-business days

Complaint: ***
I am rejecting this response because:My bill of sale (see attached) has no such wording as they allude to in their response. #1: The bill of sales makes no distinction when it comes to the nuances of the SuperSearch capability, as they allude in their response.#2: It implies that when I purchased the Premium subscription, I would have the unfettered capability to "Research your family history using SuperSearch - with more than billion historical records." Those are their words -- not mineThere are no restriction/caveats identified in my bill of sale language. If there were, why would they highlight "Here are a few tips to get the most out of My Heritage"?#3: They (customer support) have admitted to me in their recent conversation that their bill of sale is not explicit i.e., silent, as in not forthcoming in identifying nor setting limits to the premium subscription when it comes to using SuperSearch databases.Bottom line: Their bill of sale for services/data access provided is misleading, as they do not identify up front in their bill of sale that...in order to get access to their data service, one has to purchase a separate subscription. I call this a "bait and switch" tactic. Moreover, they need to change their faulty/misleading contract vehicle so the customer has a clear idea of what are the limitations when signing up for their Premium services. I will not require Revdex.com arbitration, as I have found that highlighting their bait and switch tactics is better served via the social media sector.Sincerely,
*** ***

From what I can see, you have been speaking with the DNA specialists and they are handling this for you

Someone will contact you regarding this issue

this is the response that we sent to the last email we receivedwe got no reply. Thank you for contacting us, and my apology for the time delayWe have received your request to delete your accountMay I ask what the reason for your delete request is? It would be a pity if we delete it
for you and you would lose the DNA results we offer through our DNA services and will lose all the information you have savedI would be honored to provide you with a free PremiumPlus subscription and a free Data subscription for 4 months. This way you can continue to expand your family tree and try out many PremiumPlus features, such as confirming Smart Matches, contacting other webmasters, using the Instant Discoveries and viewing family trees of your DNA Matches. The Data subscription gives you full access to our SuperSearch genealogy search engine which contains billion records from all over the worldWith this Data subscription you will be able to use the SuperSearch, the Record matches, the Record Detective and add family tree profiles to your tree from historical recordsFor example, if you find a census record for your great-grandmother and you discover she had a sister previously unknown to you, you can now add the sister to your tree directly from the record, and extract the information about her from the record at the same timeThis way you can make optimal use of the MyHeritage featuresPlease also note that your family site can be made strictly private. Just click on your name in the right upper corner of your family site and select the option "My privacy"Here you can adjust the privacy settings according to your wishes. You can click on the "i" symbol next to each setting for extensive information. For more information about the privacy settings, please click on the following link: What are the privacy options for my family site? If you still would like us to delete your account, note that your DNA results will be removed irreversiblyLooking forward to your reply

Complaint: ***
This is NO resolution to my
complaint. MyHeritage is only "passing the buck". Why do I have to follwith geni.com? Why can't MyHeritage contact their subsidiary and resolve this complaint? Also, not accepted because NO answer was given to my question as to why I was never contacted in the first place
Sincerely,
*** ***

I see the customer did speak to our representative who found that there were two accounts that had been set up by the customerOne with the correct email and one with the incorrect spelling of her emailWe did end up getting the incorrect email canceled and refunded the $which takes 3-
business days to processWe also let her know that for the $she was charged through apple, she would have to contact them to get that monthly charge canceled