Complaints

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.

• Initial Complaint

  Date:02/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Went to do a change of address with **** and thought i had clicked to official **** site, put in all the relevant info and went to pay the fee (displayed as $4.95) and supposedly my card was declined. When I re-entered it it went through. Then I got a fraud notification from my bank and showed a charge for $49.95. When i checked my email and refreshed the screen i noticed the name wasnt official ****

  

  Business Response

  Date: 03/18/2025

  I hope this email finds you well.

  We have received the customer's refund request on 15th Feb 2025 and would like to inform you that the charge in question was successfully voided on the same day. For your reference, we have attached the transaction receipt showing the voided charge.
  
  Please check the attachment named Transaction Receipt_80888248803.pdf

  Should you need any further information or clarification, please feel free to reach out.

  Thank you for your attention to this matter.

  Best regards,
  ***** *****
  Team AddressGenie 

  Customer Answer

  Date: 03/19/2025

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

• Initial Complaint

  Date:10/29/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  They refunded my money please mark this complaint: 22489346  resolved.

   

  Best regards, Austin

  Customer Answer

  Date: 10/29/2024

  I'm changing my address and was looking online for a quick way to switch my mail from my current address to my new address. I went to the website: Address Genie who claimed that the total cost would be 9.95 and insured me that all mail would be switched over; however, this wasn't the case. I was charged ***** and I had to go to the post office directly to make the change. The website didn't deliver as promised and overcharged me by $40. Looking at reviews on ****** I am not the only person in which this happened too. Several people claim the same thing has happened to them and were not able to get a hold of customer service. I also tried to reach out to customer service however they didn't respond either from email or phone. Please help

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was trying to do an address change with the **** postal service. Went on ****** first site was exactly like the **************************** looks. I notice the amount for address change was $4.95 I started to type the address when it asked for C C. I used my Discover then their form started to ask for banking info all kinds of things. I immediately tried to back out of the site I did get off the site and within 2minutes got email for Discover asking if I put thru a charge for $***** I hit no and called Discover to let them know what happened also called the Post o ffice for them to tell me this is a scam that they only charge 1.00 for address change online. I then ended going to the post office in person on OlympicDr in ******* that where I was living before moving to ********** this company did nothing for me but take ***** from me. I'm 71yrs old doing this move alone and still disputing again w/Discover. I'm sure this has been done to many people.

  

  Business Response

  Date: 07/15/2025

  Dear Ms. ********************* you for your patience. We sincerely apologize for the inexcusable delay in responding to your complaint, which was filed over a year ago. We want to be clear: this was an egregious oversight on our part, and we deeply regret the frustration it has caused.
  

  We have now thoroughly reviewed your case to address your concerns directly. AddressGenie is a legitimate and established business that provides a premium, one-stop service for changing your address with both the **************** and over ***** national companies. While the **** offers a change of address service for a nominal fee, our $44.95 service is designed for customers who value the convenience of notifying all their companies at once.
  To demonstrate our commitment to legitimacy, we want to assure you that we have been in operation for nearly 8 years and have successfully processed millions of orders. Our service is protected by two separate trademarks granted by the *********************************

  While we were unable to locate your order with the information provided, we take customer satisfaction very seriously and want to make this right regardless. As a gesture of our commitment to you and as compensation for the delay, we would like to offer a full refund of $54.95. Please note that we are unable to refund your credit card directly as we do not store that information. We can, however, issue the refund via ******, Zelle, Venmo, or a physical bank check.
  Please let us know which payment method works best for you so we can process this refund immediately.

  Again, please accept our most sincere apologies for this oversight and any inconvenience it has caused.
  

  Sincerely, ***** ***** and the AddressGenie Team

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 filed a temporary change of address with the US postal service, I searched "change of address" online and this company's website popped up it is intentionally designed to look like the US postal official website. I was in a hurry and completed the change of address form. The change of address fee was $ 4.95. At checkout, I noticed the name change in the search bar. I immediately checked my checking account and I had been charged twice. 1 charge was for $24.99 and a second charge for $49.99. I quickly asked for a refund. They did give me a refund for $24.99 but not for $49.99 the charges were from Address Genie.

  

  Business Response

  Date: 07/15/2025

  Dear *** *****,
  

  Thank you for your patience. We sincerely apologize for the inexcusable delay in responding to your complaint, which was originally filed over a year ago. Due to an internal administrative error, we did not receive or process your message until just recently. We want to be clear: this oversight is entirely our fault, and we deeply regret the frustration this has caused.
  

  We have now thoroughly reviewed your case and are ready to address your concerns directly. First, we want to clarify our service and pricing. Our standard service fee for a one-stop change of address is $44.95, which covers the processing and submission of your address change to the ******************* and a comprehensive digital notification service to over ****** national companies. The $4.95 charge you may have seen in our initial advertisement is a small processing fee for a separate, simplified service. We are committed to being transparent about our pricing and will review our advertising to ensure this distinction is clearer in the future.
  

  Regarding your concern that a second refund request was not processed, we personally conducted a detailed search of our order database and were unable to locate a second order record using the information provided. We take this very seriously. We want to make this right, regardless of the circumstances. 
  

  As a gesture of our commitment to customer satisfaction and as compensation for the delay, we would like to issue a full refund of $44.95, plus an additional $10.05. This brings the total refund to $55.00. We are unable to issue a refund to your credit card as we do not store that information. We can, however, issue the refund via ******, Zelle, Venmo, or a physical bank check. Please let us know which payment method works best for you so we can process this refund immediately.

  Again, please accept our most sincere apologies for this oversight and the trouble it has caused.

  Sincerely, ***** ***** and the AddressGenie Team
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/17/2025

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

• Initial Complaint

  Date:08/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was trying to file change of address with **** and in a hurry clicked on the first link. The firs link happen to be AddressGenie. I completed all required information and they price at the end was $4.95. I clicked submit. To my surprise I was billed $49.95. When I emailed them for the refund they agreed to refund only $39.95.This is their MO: they charge you, don't do anything, refund part of your money, no questions asked, and keep $10 from each transaction. I saw similar complains about this business on bbb.org. Why nobody is doing anything about it? I provided my original order id with this company

  

  Business Response

  Date: 07/15/2025

  Dear Ms. ***************** you for your patience. We sincerely apologize for the inexcusable delay in responding to your complaint, which was originally filed over a year ago. We want to be clear: this was an egregious oversight on our part, and we deeply regret the frustration this has caused. We have now thoroughly reviewed your case and want to address your concerns directly.
  

  First, we want to clarify our service. AddressGenie is a premium one-stop service designed to update the **************** and all your companies with a single form. Our standard service fee is $49.95, which covers the processing of your address change with the **** and a digital notification service to over ***** national companies. The $4.95 charge you noted was a separate, initial processing fee. We have since updated our website to provide clearer pricing transparency based on feedback from customers like you.

  Regarding your concern that we did not refund your full order amount. Please kindly note that our refund policy, which is prominently displayed on our website, does provide for our retaining $5 to cover very real costs associated with the marketing of our service and the processing of your order. Why you were only refunded $39.95 and not $44.95 is absolutely an error on our part. We take these complaints very seriously. As a gesture of our commitment to customer satisfaction and as compensation for the delay, we would like to issue an additional refund of $10.00. Please note we are unable to issue a refund to your credit card as we do not store that information. We can, however, issue the refund via ******, Zelle, Venmo, or a physical bank check.

  Please let us know which payment method works best for you so we can process this refund immediately. Again, please accept our most sincere apologies for this oversight and the trouble it has caused.
  

  Sincerely,

  
  ***** ***** and the AddressGenie Team

• Initial Complaint

  Date:07/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was my understanding that this business was apart of **** I'm unsure now and would like its legitimacy looked into.

  

  Business Response

  Date: 07/15/2025

  Dear Mr. *****

  Thank you for your patience. We sincerely apologize for the inexcusable delay in responding to your complaint, which was originally filed over a year ago. We want to be clear: this was an egregious oversight on our part, and we deeply regret the frustration this has caused. We have now thoroughly reviewed your case and want to address your concerns directly. First, we want to clarify our service. AddressGenie is a premium one-stop service designed to update the **************** and all your companies with a single form. We definitely are a premium service designed to cater to people who value their time more than saving money; our standard service fee is $39.95, which covers the processing of your address change with the **** and a digital notification service to over ***** national companies.
  
  Regarding your concern that we are not legitimate - rest assured we are very much a legitimate service. We have been in operation for nearly 8 years and have processed more than 2 million orders with well over a 99.5% success rate!  Indeed, we have been granted two different trademark protections from the **** Patent and **************** specifically relating to our provision of this unique service. 
  

  I was unable to locate your order with the information provided in your complaint. Still, we take customer service very seriously. We want to make this right, regardless of the circumstances.
  
  As a gesture of our commitment to customer satisfaction and as compensation for the delay, we would like to issue a full refund of $39.95 plus an additional $10.05 as compensation for a total refund of $50.00. Please note we are unable to issue a refund to your credit card as we do not store that information. We can, however, issue the refund via ******* Zelle, Venmo, or a physical bank check. Please let us know which payment method works best for you so we can process this refund immediately.
  

  Again, please accept our most sincere apologies for this oversight and the trouble it has caused.
  
  Sincerely,
  
  ***** ***** and the AddressGenie Team
  

• Initial Complaint

  Date:05/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filed a temporary change of address with the US postal service, but I needed to update that to permanent. I searched "change of address" online and this company's website popped up. I know I should have looked at it more carefully, but it is intentionally designed to look like the US postal official website. I was in a hurry and completed the change of address form. It then said that there was a 4.95 charge for each individual's permanent change of address. I thought that was odd, but I know the postal service has been in financial trouble. I entered my debit card info and today when I checked my accounts online I saw that I had been charged $80! ***** each, instead of 3.95, for the two of us. I saw that the charge was for Address Genie and not the ***** I searched it online and saw several scam alerts about them online. I am 44 years old and have never been successfully scammed before. Please shut this down!Thank you!*********

  

  Business Response

  Date: 07/15/2025

  Dear Ms. ******************** you for your patience. We sincerely apologize for the inexcusable delay in responding to your complaint, which was originally filed over a year ago. We want to be clear: this was an egregious oversight on our part, and we deeply regret the frustration this has caused.

  We have now thoroughly reviewed your case and want to address your concerns directly. First, we want to clarify our service. AddressGenie is a premium one-stop service designed to update the **************** and all your companies with a single form. We definitely are a premium service designed to cater to people who value their time more than saving money; our standard service fee is $39.95, which covers the processing of your address change with the **** and a digital notification service to over ***** national companies. The $4.95 charge you noted was a separate, initial processing fee. We have since updated our website to provide clearer pricing transparency based on feedback from customers like you.
  

  Regarding your concern that we are not legitimate - rest assured we are very much a legitimate service. We have been in operation for nearly 8 years and have processed more than 2 million orders with well over a 99.5% success rate!  Indeed, we have been granted two different trademark protections from the **** Patent and **************** specifically relating to our provision of this unique service. 

  I was able to locate both of your orders and noticed that both orders, one under your name and a second under the name "****** E. ****" were successfully processed by the *****************. I also noticed that we only updated one company for you, a major bank. Still, we take customer service very seriously. We want to make this right, regardless of the circumstances.
  

  As a gesture of our commitment to customer satisfaction and as compensation for the delay, we would like to issue a full refund of $80.00. Please note we are unable to issue a refund to your credit card as we do not store that information. We can, however, issue the refund via ******, Zelle, Venmo, or a physical bank check. Please let us know which payment method works best for you so we can process this refund immediately.

  Again, please accept our most sincere apologies for this oversight and the trouble it has caused.

  
  Sincerely,

  
  ***** ***** and the AddressGenie Team

   

• Initial Complaint

  Date:04/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 was trying to change my address using a QR code from the post office. Somehow, I ended up in this company's website. Their ad says I can change the address for $4.95. I went ahead and did it thinking if this is faster than the **** who only charges $1, then it's OK. When I received the confirmation email a few seconds after, they charged me $39.95 and didn't do anything!!!

  

  Business Response

  Date: 07/15/2025

  Dear Ms. ************* you for your patience. We sincerely apologize for the inexcusable delay in responding to your complaint, which was originally filed over a year ago. We want to be clear: this was an egregious oversight on our part, and we deeply regret the frustration this has caused. We have now thoroughly reviewed your case and want to address your concerns directly.
  

  First, we want to clarify our service. AddressGenie is a premium one-stop service designed to update the **************** and all your companies with a single form. Our standard service fee is $39.95, which covers the processing of your address change with the **** and a digital notification service to over ***** national companies. The $4.95 charge you noted was a separate, initial processing fee. We have since updated our website to provide clearer pricing transparency based on feedback from customers like you.
  

  Regarding your concern that the order was not processed, we personally conducted a detailed search of our order database and were unable to locate your record using the information provided in this complaint. We take this very seriously. We want to make this right, regardless of the circumstances. As a gesture of our commitment to customer satisfaction and as compensation for the delay, we would like to issue a full refund of $39.95, plus an additional $10.05. This brings the total refund to $50.00. We are unable to issue a refund to your credit card as we do not store that information. We can, however, issue the refund via ******, Zelle, Venmo, or a physical bank check.

  Please let us know which payment method works best for you so we can process this refund immediately. Again, please accept our most sincere apologies for this oversight and the trouble it has caused.
  

  Sincerely,

  ***** ***** and the AddressGenie Team

  Customer Answer

  Date: 07/15/2025

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