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:11/06/2025

  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.

  Dear BBB/Regulatory Team,I am the mother and legal next of kin of Zericka Moon, a minor who passed away on September 26, 2025. I am submitting this complaint regarding the unlawful and unauthorized commercial use of my childs name, photograph and likeness by ****** Funeral Home / Legacy.com / affiliated company].Facts:My childs obituary, photos, and memorial merchandise (memory books, tree-planting donations, etc.) are being sold or offered online without my written consent or authorization.I requested removal of all online content and sales listings tied to my childs name due to privacy and safety concerns. The funeral home purportedly requested removal from the platform (Legacy.com), but the listing remains active and merchandise is still being offered.This constitutes a commercial use of my childs identity in connection with products, merchandise or goods without consent, in violation of Texas Property Code 26.011.Further, under ******, liability exists for unauthorized use, including profits gained, damages, exemplary damages and attorneys fees.Request:I ask the BBB to investigate the business practices of Legacy.com and its online memorial partner(s) for possible consumer fraud, misrepresentation and illegal exploitation of a deceased minors identity.I ask that the company be required to immediately cease all sales and remove all web listings, memorial products and associated merchandise connected to my childs identity.I ask for a written confirmation that the listings have been removed and that no future offerings will be made.I ask for information regarding any profits made from these listings, and the disposition of funds realized if such an offering was made without authorization.

  Business Response

  Date: 11/07/2025

  We appreciate the opportunity to respond to this complaint and wish to express our sincere condolences to Ms. **** and her family for their loss.
  Legacy.com hosts online obituaries in partnership with licensed funeral homes, who are responsible for submitting obituary content and obtaining any required permissions. In this case, the obituary for Zericka Moon was originally provided to Legacy.com by ****** Funeral Home.
  Upon receiving a request from ****** Funeral Home to remove the obituary on October 27, 2025, Legacy.com immediately complied, and the obituary was fully removed from our website within the hour.
  Additionally, as part of our standard process, we submitted a formal removal request to Google and other major search engines on the same day. Please note that while content is removed from Legacy.com immediately, Googles public search results may take up to 30 days to update or clear cached links. This timeline is controlled solely by ****** and is outside of Legacy.coms control.
  We can also confirm that:
  No purchases, donations, or memorial items were made or processed through Legacy.com in connection with this obituary. 
  No profits or funds of any kind were generated from this listing.
  The obituary and all associated content remain fully removed from Legacy.com and will not be republished.
  Legacy.com takes privacy, family requests, and compliance with all applicable laws very seriously. We acted promptly and in good faith upon receiving the removal request and have ensured that all related listings and offerings have been discontinued.
  We hope this information provides assurance that Legacy.com has taken appropriate and timely action in response to this matter.
  Sincerely,

  Legacy.com
  
  
  

  
  

  Customer Answer

  Date: 11/10/2025

   
  Complaint: 24112913
  
  I am rejecting this response because: I appreciate Legacy.coms response; however, I do not accept the resolution.
  The issue was not merely just the obituary posting, but about Legacy.com and its affiliate partners profiting from my minor childs name and likeness through paid memorial products such as Memory Books, Plant a Tree, and other items that were displayed and sold under my daughters obituary listing without my authorization or consent.
  1. Legacy.com has not provided proof that all affiliated sales and merchandise pages linked to my childs name have been permanently removed, including from associated domains such as **************** Memorial Trees, and other partner vendors connected to Legacy.coms obituary platform.
  2. No confirmation or documentation has been provided showing the ****** and search engine takedown reference numbers, nor assurance that cached or syndicated links across partner sites have been removed.
  3. Legacy.com did not address the unauthorized commercial use of a minors name and likeness, which may violate privacy and consumer protection laws including:
  Texas Deceptive Trade Practices Act (Tex. Bus. & Com. Code *****) prohibits false, misleading, or deceptive commercial acts, including unauthorized use of personal information or likeness.
  Right of Publicity and Privacy Protections under Texas common law, which restricts the unauthorized use of a persons name or image for profit, especially involving a deceased minor.
  FTC Consumer Protection and Misrepresentation Standards, prohibiting unauthorized use of individual names or misleading sales practices related to memorial merchandise.
  4. My family was never informed that Legacy.com or its affiliates would create or link monetized memorial pages. This creates serious privacy, safety, and ethical concerns, especially considering the sensitive circumstances involving a deceased minor.
  5. I demand full verification that all connected memorial pages, merchandise listings, and any third-party sales links using the name Zericka Moon have been permanently deleted from Legacy.coms servers and all associated partner domains, and that her name is blacklisted from reactivation or republication under any affiliate network.
  Until written verification of full deletion and confirmation that no profits or traffic have been generated under my childs name is provided, I cannot consider this complaint resolved.
  Respectfully,
  ****** ****
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/12/2025

  We understand and respect your concern about any commercial content appearing alongside your daughters obituary. While our arrangements with funeral homes include standard memorial offerings that appear on all listings, we recognize that this can feel inappropriate in some circumstances, and we acted to remove those elements as soon as we were made aware of your request.
  
  We have checked our systems and confirmed that we have no active obituary, memorial, or associated commerce pages using the name Zericka Moon on Legacy.com.
  
  Regarding Memorial Trees, we can confirm that when we deactivated the obituary in our system, the associated vendor listing was disabled and is no longer accessible for the public. The same is also true for flowers purchases fulfilled through our vendor.
  
  While search engines like ****** aren't something we control directly, we can confirm that we submitted a request to ****** at *************************************************************************************************************************************** to notify them that we had removed the page from Legacy.com and request that they remove it from their search results. ****** does not provide reference numbers when we make these requests, but they typically comply within 5-10 days.
  
  We trust this clarifies the actions taken and confirms that no active content remains on our platform. 

   

  Sincerely,

  Legacy.com

   

  
  

  Customer Answer

  Date: 11/12/2025

   
  Complaint: 24112913
  
  I am rejecting this response because: These are the same false statement you provided last month; you don't have permission to sell anything using my minor child's name to make profit. You will respect this family wishes or legal action will be filed against you. All I ask is remove completely and stop committing fraud to gain funds in my child's name.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/28/2025

  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.

  Published fraudulent and harassing obituary of relatives. Without consent of next of kin. Sometime embarrassing and traumatizing living families. For the unethical practices that would cause any professional license funeral professional to loss their business license. Even poaching of other funeral directors contacts with clients.

  Business Response

  Date: 10/29/2025

  Good afternoon, 

  We understand your concern, and were very sorry for the distress this obituary has caused. We take reports like this seriously and want to assure you that we follow clear standards for publishing obituaries.

  Obituaries are personal memorials, and its possible for more than one to be written and shared by different family members or loved ones. Each persons remembrance may include different details or perspectives, which can sometimes lead to inconsistencies.

  While we do confirm that a death has occurred before publishing, we do not fact-check the personal details that individuals choose to include in their tributes. All notices are reviewed to ensure they comply with our content guidelines, and this particular notice met those requirements.

  If you wish, youre welcome to submit your own obituary that reflects your perspective on your fathers life and family, so your voice and experiences can also be represented.

  Sincerely, 

  Legacy.com

• Initial Complaint

  Date:10/08/2025

  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.

  Legacy.com published private information about a private burial for my mother. The funeral home has the information hidden because it is PRIVATE!I don't know how they got this information, but they absolutely did NOT have permission from ANYONE to publish it. This is not information that was available on the internet. How did they get it?Fewer than 10 people know this information.

  Business Response

  Date: 10/14/2025

  Good morning, 

  We are deeply sorry for the distress this situation has caused during what we know is a very difficult time. Please accept our sincere condolences on the loss of your mother.

   The obituary that appeared on Legacy.com included burial details that were automatically pulled into our system through our standard integration with our funeral home partners website or database. Legacy.com does not independently create or add information to obituaries all content originates from our funeral home partners.

  As soon as we were contacted through our chat support, we immediately removed the burial information and confirmed that the update had been made. We take privacy concerns very seriously and truly regret that this information appeared in a way that did not reflect your familys wishes.

  We appreciate you bringing this to our attention so we could resolve it promptly, and we are reviewing our processes to help prevent this from happening in the future.

  Customer Answer

  Date: 10/15/2025

   
  Complaint: 23991893
  
  I am rejecting this response because: The funeral home didn't provide this information publicly, Legacy did. In their response the state they get the information from the home OR ITS DATABASE. So, they took non-public information and put it on the web.

  Not acceptable. Don't blame the funeral home. This response attempts to avoid responsibility for Legacy's invasion of privacy. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/16/2025

  Good morning, 

  We completely understand your concern and want to again extend our deepest condolences for the loss of your mother. We are truly sorry for the distress this situation has caused your family.
  Please know that Legacy.com does not independently collect or publish information about services or burials. All obituary content on our site is received directly through automated data feeds from our funeral home partners. However, we recognize that in this case, information that should have remained private appeared publicly,(if only briefly) and we take full responsibility for its presence on our site.

  As soon as we became aware of your concern, we removed the entire obituary from Legacy.com to ensure that no private information remains visible. In addition, we are reviewing our data integration process with our partners to better safeguard families privacy and prevent this from happening again.

  We deeply regret that this occurred and appreciate you bringing it to our attention. Your feedback is vital in helping us strengthen our commitment to protecting the privacy and trust of the families we serve.

  With sincere apologies,

  Legacy.com Support Team

  
  

• Initial Complaint

  Date:08/21/2025

  Type:Sales and Advertising 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.

  My mother Hava Mushanej passed away January 2024, and we had the obituary posted on the funeral home website originally because we hired them to organize my mothers funeral. We found out that this website have posted the actual obituary without the familys permission. We intentionally took down the original one from the funeral home after one year of her death. But those two websites still have the ******** posted and they ask for donations, but they have nothing to do with us, and we dont receive any donations or flowers regarding our mothers death. This type of scam is very offensive and abusive, trying to raise money on someone elses death. We need to stop this and make them take down the my mothers obituary form their website. They cant steal money using my mothers death. This should not be allowed.

  Business Response

  Date: 08/26/2025

  Good afternoon,
  
  We sincerely apologize for this distress caused.
  
  Legacy.com is partnered with ******* Funeral Home & Crematory, so obituaries that appear on the funeral home's website also appear on Legacy.com. The obituaries we host include links to plant trees/send flowers and make donations, and we are always happy to remove these options, or the obituary entirely, at the request of the funeral home or a listed family member. In this instance, we have removed this obituary page entirely on our end, and have requested this obituary be removed from ******'s search results as well. Please let us know if further assistance is required. 

   

  Customer Answer

  Date: 09/10/2025

  Better Business Bureau:
  
  Yes thank you much, case resolved.

  Sincerely,
  
  Besmir Mushanej 

• Initial Complaint

  Date:06/10/2025

  Type:Sales and Advertising 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.

  We gave the funeral home the exact wording for the obituary that we wanted printed in the local newspaper. My mother had requested that any monetary gifts be made to the missions fund at her church. Instead, Legacy directed folks to purchase trees. The funeral home apologized, stating that they had no control over Legacys practices.

  Business Response

  Date: 06/12/2025

  Good morning,

  
  Please accept our heartfelt condolences on the loss of your mother.

  We understand how important it is for friends and family to honor her memory in a way that aligns with your familys wishes. Legacy.com is always happy to remove the Send Flowers/Plant a Tree link from an obituary upon request, especially when a preferred charity has been designated.

  At this time, we were unable to process your request as we did not receive the necessary detailsspecifically, the name of the deceased, date of passing and city/state of residency.
  If you could kindly provide that information, we will make the change right away to ensure the focus remains on supporting the charity youve chosen.

  Warm regards,

  Legacy.com

   

• Initial Complaint

  Date:03/04/2025

  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.

  Legacy.com published an unauthorized obituary about my husband a week after the obituary that I had placed through the funeral home that handled the arrangements. The obituary omitted our children and was very disrespectful in describing my family. We hadn't spoken to my husband's estranged brother for years because of how hateful he was and his refusal to accept me and my children into his family. My husband raised my children for the past 25 years and considered them his. It is so insulting and hurtful to have a second obituary published. I was never contacted and asked permission nor was the funeral parlor that made the arrangements. The facts were not verified at all and I was told by legacy.com that it was all about the money. They told me they would take it down if I got the ************ to tell them to take it down. I contacted the ************ and they said they would tell them to do so. In the end, Legacy.com lied. They refused to take it down. This is outrageous. These people have no integrity. Just because you can do something to make a fast **** doesn't mean you should. I shouldn't have to beg to be allowed sole publication of my husband's obituary. How dare these people! My only consolation is that one day these people will answer to God. Keep on doing what you're doing to grieving people in order to make a fast ****, but know that your time will come. The woman I spoke with at legacy.com was very rude and incompassionate. It's only business with these people; your feelings do not matter to them at all. Money, money, money.

  Business Response

  Date: 03/21/2025

  Good afternoon, 

  Legacy.com hosts the online obituaries on behalf of newspapers nationwide. We receive the obituaries directly from the newspaper and post them exactly as they are received.
  
  ?In general, we do not remove or edit obituaries except at the authors direct request. We may remove someones name from the obit text for privacy reasons, or remove an obituary if the death cannot be verified, however, neither of those seem to be the case here. We sincerely regret that this may cause you further stress during this difficult time, and wish that was not the case. Anyone can memorialize their loved one from their perspective, and this sometimes includes details, omissions of survivors, or characterizations that do not align with someone else in the family. Even something like the name can be a gray area, as obituaries are listed under maiden names, **** names, or other names by which the individual associated with the deceased.
  ??
  ?We have listened to recordings of the phone conversations and we can confirm there was not a rude, or unemphatic tone to the agent's voice. We apologize if it was perceived as such. 
  
  

  
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23020234
  
  I am rejecting this response because:

  The response is nonsense; it's very dismissive and offers no resolution whatsoever.  I'm glad you were able to make such a large profit from my family's misfortune but the response is totally inappropriate.  My husband's name is not question; this is just a way to sidestep the issue.  Anyone can review phone recordings from their perspective and this sometimes gets distorted to cover up incompetence and mistreatment of customers.  The agent with whom I spoke was indeed rude and INCOMPASSIONATE.  Please review your response for grammar.  Unemphatic?  She was very emphatic in telling me that she would take the obituary down if the ************ asked her to.  I called the ************ and told them that.  They called her back asking that it be taken down and she still refused.  At the very least the official obituary that was placed by the funeral home that made the arrangements for me should come up first when searched for on Google.  I don't think that would be asking too much.  I spent every single day with my husband for the last twenty five years.  The person placing the ad was estranged and we hadn't spoken to him for years.  It's so disgraceful to me that the only thing that matters is money.  How can people be so cold hearted?  Is nothing sacred?  I'm THE WIFE!  Please re-order these obituaries so that the one placed on February 16th comes up first when searched for on Google.  Then I will withdraw the complaint.

  
  Sincerely,
  
  **** *********

  Business Response

  Date: 03/27/2025

  First off, our sincere apologies the miswording when it was meant to be written as unsympathetic to your feelings and grief. We apologize realizing this is the very last thing you want to be dealing with after losing a loved one.

  We have reviewed the obituaries for ****** ********* in our database. The obituary submitted on February 16th can be found by visiting *****************************************************************************************************.

  You can also find the obituary when searching ************************************************************************************************;The obituaries appear in order of the date they were received starting with the most recent on top. 

  In reference to the results that appear in a ****** search, Legacy.com is not able to control this. We did reach out to our technical support and they confirmed that Legacy.com does not have the capability of making one result rise above another on a ****** search page.   

  We apologize for the distress, what you have requested, is beyond our capabilities.

  Customer Answer

  Date: 04/08/2025

  Complaint: 23020234
  
  I am rejecting this response because: my case was not resolved to my satisfaction. I do not accept the response given by Legacy.com. They did nothing to accommodate me or resolve my issue. Please make a note that this complaint is unresolved. Thank you.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/08/2025

  Dear ****,
  Thank you for reaching out again and for sharing your concerns with us. We truly value your business and understand how frustrating it must be not to receive the resolution you were hoping for.
  We want to sincerely apologize if our previous communications have left you feeling dissatisfied or unheard. It is never our intention to cause any inconvenience or confusion.
  Weve carefully reviewed your request again, and while we genuinely wish we could accommodate it, it unfortunately falls outside the scope of what our current policies and capabilities allow. We understand this may be disappointing, and we assure you that this decision is not taken lightly. Our policies are in place to ensure fairness, consistency, and the best possible service for all our customers.
  That said, we're still here to help in any way we can within our framework. If theres an alternative solution or support we can offer, wed be more than happy to explore that with you.
  Thank you again for your understanding and patience. Please dont hesitate to reach out if you have any further questions or if theres anything else we can do for you.

• Initial Complaint

  Date:02/05/2025

  Type:Delivery 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 ordered memorial stone for a funeral service through Legacy.com. The stone was not delivered on time for the service, they arrived 4 days later. I was never notified that the stone was delivered. I emailed Legacy to ask if the stone could be delivered to the home of the family. I was told that they were unable to change the address. That the family would be notified. The family still has not been notified of the arrival. This stone was not cheap. This is totally unacceptable and embarrassing for me as a family member. This company should make the buyers aware the products are not coming from a local florist!! Another major concern is what if the store arrives with no card and the family does not know whom the stone came from. We as family members out of state depend on on services like Legacy to deliver our products to the grieving families! This company is absolutely horrible, there is no empathy and concerns for their customers! This is totally unacceptable product and disappointing response from them, I will never use Legacy.com again.I was never provided a tracking number!

  Business Response

  Date: 03/13/2025

  This order was placed on 1/30, with a 4-business day delivery window.
  The customer reached out asking if the order arrived on 1/31.We replied on 2/3 and explained the delivery window of approximately 4 business days, which appears on the order form during the process. And advised we would circle back with tracking details. On 2/4  the customer asked  for the tracking  information and if they could change the delivery address, we did supply the delivery information date/time/address which was 2/4 between 945am-11:45am per **** We also advised that due to this being out for delivery we were not able to change the delivery address.
   
  On 2/5 the customer replied and was not satisfied and asked for a refund. We replied on 2/5 confirming a full refund and apologized for the distress this had caused. The customer asked if this was delivered to the funeral home, we provided the tracking details via screen shot of the delivery.  The customer replied very upset asking exactly where  the item was delivered. We responded with the exact mailing address on the order. Also, we sent screen shots of the *** proof of delivery, the order as it was placed along with the message on the order form showing the highlighted memo: orders are shipped via *** and arrive approximately in 4 business days.  There was no further conversation.
   
  ******* *****
  Supervisor Customer Support

• Initial Complaint

  Date:01/21/2025

  Type:Delivery 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 tried to send Flowers to a funeral home. I was duped into clucking on the Legacy.com webpage and placed an order through their link. It looked very official. The flowers never came, I was charged twice, and charged a same day delivery charge that was not requested I asked for a credit and it has not happened. They asked me to work their vendor to resolve the dispute. This is very hokie!

  Customer Answer

  Date: 01/22/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ****-***** ****

• Initial Complaint

  Date:01/07/2025

  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 bought a tree at Legacy.com for my friends passed on great gramps. Unfortunately the site took my 50 dollars and didnt give me the tree I bought. I tried calling, but alas, to no avail. This brought me emotional distress and destroyed everything my gramps stood for. I almost said lived for, but then I remember he died.

  Business Response

  Date: 03/13/2025

  The customer wrote to us about an attempt to purchase a Memorial Tree for $40 but received an error in the ordering process. The charge appeared on the credit card statement as pending. We were unable to find an order as it did not fully process due to an error and stated the pending charge will fall off his statement. The customer thanked us for the quick turnaround.

• Initial Complaint

  Date:10/25/2024

  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.

  On 10/25/2024 I contacted them regarding an obituary notice they stole from our funeral home website then published with false information that has created extreme confusion & anger from the family. There was no permission given for this. They claim that they only take obituaries from partnering funeral homes but we have never partnered with them. We have been fighting for years to get them to stop. In the last two weeks we have had to force them to pull down two obituary notices they captured and put wrong information in. They continue to lie & say they only take the ones for the partnership & that we posted it. That is an absolute lie, we have never submitted an obituary to them for any kind of publication. They are scamming families to take their "candle" money. They state that they reach out to families (all though they have zero information) to let them know they can claim some of the profits from the candle sales as long as its within six months of the posting, otherwise they get to keep the funds. Interesting that if you never get a hold of a family to tell them this especially when you stole to obituary, seems as if they have a nice racket set up to scam everyone. They refuse to acknowledge any wrong doing all though they are the ones stealing the obituary notice, altering it with wrong information & collecting all the profits from the candle sales they families know literally nothing about. We never gave consent or agreed to anything from this company, there was never an advertising relationship.

  Business Response

  Date: 10/29/2024

  Dear *********************** you for reaching out to us with your concerns and documenting your experience. We regret the issues that you have endured and that they have negatively impacted your client families.
  
  The funeral home contacted Legacy.com on 10/25/2024. At that time we immediately ceased obituary syndication from your website and emailed the funeral home to confirm their account details and the steps taken to resolve the issue.
  
  We believe that you have mistakenly identified Legacy.com with a website that aggregates obituary content since we do not have a "Light a candle" option on our death notices and have not received any removal requests prior to 10/25/2024. You'll find screenshots attached. Please feel free to reach out to us and we're happy to clear up any confusion.
  
  Your feedback is appreciated and has been shared this with our management teams in order to improve client interactions.