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Business Profile

Computer Software

RootsMagic

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

This profile includes complaints for RootsMagic's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1.. RootsMagic software has a known defect and their customer support is extremely poor. Their genealogy software has a known problem that produces output incorrectly, suggesting polygamy (two mothers and two fathers for multiple people). That is an extremely bad problem for genealogy software! When alerted to this problem, RootsMagic tech support responded that this is a "known problem" and there is "no timetable" to fix it. (I have retained copies of their email replies).
      2.. The BBB website states the following complaint about RootsMagic advertising:
      “Advertising Review: On May 22, 2024, BBB asked the business to substantiate its online claim that its product is “Award-winning.” BBB’s Code of Advertising requires advertisers to be prepared to substantiate such claims. The business did not respond to BBB’s request for revisions and clarification in its advertising.”

    • Initial Complaint

      Date:05/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought RootMagic 7 from RootsMAgic a genecology software. It was on the understanding it would interface and sync to Ancestry and FamilySearch. The end of last year they replaced it with RootsMagic 9 at a cost to the user. ********************** 9 does not work well it is very slow. Also the interface of RootsMagic 7 to Ancestry and Family search has been turned off. 1. I wish for RootsMagic 7 to reactivate Ancestry and FamilySearch.2. I am pursuing a full a full refund of RootsMagic 7 and the RootsMagic 9 upgrade. 3. This is for all its users 4. Rootsmagic informed me I should find another software and this is unacceptable to me. 5. Also I may request a refund of the last year from Ancestry.

      Business Response

      Date: 05/29/2024

      RootsMagic version 7 was released over 10 years ago.  As with most software, when we release a new major version, we cease development on older versions.  Ancestry and FamilySearch have both changed their API logins to use OAuth (for security reasons), and we were required to rewrite our login code in version 9 to support these changes.  Advancements in internet security protocols have made upgrading previous versions of RootsMagic impossible. We notified users that FamilySearch and Ancestry would be making these breaking changes, and that we are unable to modify old versions. No further changes will be made to older versions of RootsMagic.

    RootsMagic is NOT a BBB Accredited Business.

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