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BBB Business Review

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BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Ancestry.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Ancestry.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 503 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

503 complaints closed with BBB in last 3 years | 210 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 58
Billing/Collection Issues 239
Delivery Issues 14
Guarantee/Warranty Issues 1
Problems with Product/Service 191
Total Closed Complaints 503

Additional Complaint Information

Consumers should be aware that Ancestry.com/MyFamily.com uses an auto-renewal process that automatically charges the consumer for another year membership if the member does not cancel prior to the anniversary date. BBB files also indicate this business has a pattern of complaints concerning shipping/handling override coupon codes not being accepted. 

Customer Reviews Summary Read customer reviews

59 Customer Reviews on Ancestry.com
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 56
Total Customer Reviews 59

Additional Information

BBB file opened: July 15, 1997 Business started: 02/28/1983 Business started locally: 02/28/1983 Business incorporated 02/28/1983 in UT
Type of Entity

Corporation

Business Management
Mr. Aaron Young, Operations Support Mr. Timothy Sullivan, President & CEO
Contact Information
Principal: Mr. Aaron Young, Operations Support
Business Category

Genealogists

Alternate Business Names
Ancestry Academy Ancestry ProGenealogists Ancestry.com Operations Inc. Archives.com Fold3.com Genealogy.com MyFamily.com Newspapers.com Rootsweb.com

Customer Review Rating plus BBB Rating Summary

Ancestry.com has received 3.74 out of 5 stars based on 59 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
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