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:01/11/2024

  Type:Customer Service 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 final draft of an obituary but they used the raw first draft! There is no one available by phone or email to contact to take down the obituary. Extremely unprofessional. Virtually no customer service or support. This is so embarrassingly and frustrating. I have no idea when or if they will correct this.

  Business Response

  Date: 01/26/2024

  Thank you for contacting us and we sincerely apologize for any inconvenience. We would be happy to assist you in getting the correct obituary online. Please feel free to send us the final draft at *************** and we'll be sure to update it as quickly as possible. Our best contact number is ************, please let us know if you have any additional questions or concerns. 

• Initial Complaint

  Date:01/10/2024

  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.

  This company, Legacy.com puts tricks people by putting out obituaries that look like news articles. If you open it or respond to it or share it, they grab your data and the data of those you share it with, then they relentlessly email you in your time of grief trying to sell you something. This should be illegal. If nothing else, how do I get off their database?

  Business Response

  Date: 03/04/2024

  Thank you for reaching out to us and we apologize for any unwanted emails. We would be happy to assist you with unsubscribing from our email lists. Please email us at info@legacy with the email address you would like unsubscribed and we'll be sure it is processed as quickly as possible. Please let us know if you have any additional questions or concerns. 

• Initial Complaint

  Date:12/31/2023

  Type:Order 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 did not give Legacy.com permission to post information about my mothers death. I did not even confirm the information with the funeral home or post it in the Newspaper yet. I just today gave the funeral director permission to pay to put it in the *********** newspaper how my family decided it should be published. It angers me that my family went through so much to decide how we wanted it written. They did not write it as we wanted. And I cannot find anything on the website to complain to them or ask them to remove it. I feel violated at a very vulnerable time.******************************* who died on December 13, 2023. I was working with 2 funeral home directors to get details from siblings before we gave our approval for it to be posted. This site somehow got it and posted information we had not yet approved.

  Business Response

  Date: 01/02/2024

  This customer wrote us directly, unfortunately, since the name of the deceased was not provided we could not assist as quickly as we would have liked, however, now the listing she references has been removed.

  Legacy.com collects data from a variety of public sources in an attempt to help people locate basic information about a person's passing and service information, so that they may connect with and support the families.
  
  Once the newspaper obituary was sent it immediately took the place of the basic information from the funeral home and that corrected information is currently online.

• Initial Complaint

  Date:12/17/2023

  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.

  Recent family obit was handled very well and timely publishing of Memories posts. Great job!Only issue is when the option is given to donate a memoriam to a charity, I find it distasteful to give donor a suggested amount, that in my case, at least, there was not an option for deciding what total to send. For a grieving famiy is just annoying. Thank you for this forum.

  Business Response

  Date: 12/18/2023

  Thank you for reaching out and brining this to our attention. We understand your concern and would like to investigate this further as users should have the option to choose the amount they would like to donate. If possible please send us a direct link of the obituary to *************** and we'll be sure to look into this. Thank you for taking the time to make us aware of your experience. 

  Customer Answer

  Date: 12/19/2023

   
  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.  Can you cancel my complaint? Doing biz with them right now and dont want to poison the water. Should have exercised more foresight.Thanks. ***********************
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/06/2023

  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.

  This company is terrible with responding in a reasonable time frame. I am my deceased fathers next of kin. I reached out to Legacy to request removal of an obituary on their site from someone claiming to be my fathers daughter. No one really knows her and she took it upon herself to place an obituary on your site, despite us hiring our funeral director to do so. In an email to this company, I have even included the obituary from my dads funeral, as proof that this person is not legally my family. I sent two emails and incessantly called Legacy with no response. If Legacy and myself can come to an amicable resolution, I will update this. Otherwise, allowing this obituary to remain public pushes the dagger further into our bleeding hearts, and I intend to leave this complaint up as unresolved.

  Business Response

  Date: 12/07/2023

  Thank you for contacting us and we sincerely apologize for the trouble and distress during this time. In general, we do not remove or edit obituaries except at the authors direct request. We may remove someones name from the obituary text for privacy reasons, or remove an obituary if the death cannot be verified, however, neither of those seem to be the case here. 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.
  
  Unfortunately, we see situations like this commonly, and we always try to recommend that the families involved work out their differences directly with each other. If you can work things out with the author and have them contact us directly with a removal request, we will be happy to assist them.

  We've gone ahead and unmerged the *****************Leader notice from the notice we have from the funeral home so they will appear separately on the site. 

  Please feel free to contact us directly with any additional questions or concerns. 

• Initial Complaint

  Date:11/17/2023

  Type:Customer Service 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 want to know what evidence or proof of death do you use to post an obituary? Do you allow people to post a obituary of someone that did not actually pass away?

  Business Response

  Date: 11/23/2023

  Thank you for contacting us. When an obituary is placed online a ***** Care Provider is a required piece of information needed to submit the obituary. We have a team that reaches out to the ***** Care Providers to verify they have had the listed deceased in their care. If they cannot verify the death the obituary will be removed. Please let us know if you have any additional questions or concerns. 

• Initial Complaint

  Date:11/10/2023

  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.

  Date of the transaction: 11/4/23, Order #******* Money Paid: $382.56 Nature of Dispute: Online obituary shows wrong date of birth for decedent in link to obituary. The date of birth is wrong, The location of the memorial service is *******, ****, not *******, ********, which makes this absolutely useless because none of our family friends or relatives is looking for an obituary in ****. It's over ***** miles away from the location of the memorial service which is in *******, ************ called Legacy twice on 11/8/23, and they fixed the mistakes WITHIN the text of the obituary, but it is still showing up wrong in the entry on ******* Someone would have to click on the link for an obituary for a person, who was 90 years old (not 85), and lived in ******** order to see the obituary for my father, who was 85 years old and lived in *******, ********. This obituary was run in the Chicago Tribune print edition on Tuesday, Novenber 2, 2023, and it was correct. It's the online version which is causing a problem. The incorrect information has been online for five days now, at at time when people who might be interested in coming to the memorial service were unable to find the correct obituary when told we ran it in the Chicago Tribune. It's been nothing but aggravation and frustration as I have sent numerous emails to ***************** begging them to fix this. No response was received the entire business day of 11/9 after sending two emails. No response was received from this business the entire business day of 11/9 by my sister who left two messages. My father read the Chicago Tribune for his entire adult life, faithfully every morning. I thought it would be honoring him to place an obituary in this paper. People looking for an obituary in ******* **, would not click on a link to an obituary in *******, ****, rendering this online obituary useless. What a disappointing and frustrating experience.

  Business Response

  Date: 11/13/2023

  Thank you for contacting us and we sincerely apologize for this inconvenience. We have made the changes and reached out to ****** to "recrawl" our site as soon as possible so their results would appear accurately. We apologize again for the troubles. Please reach out to us at *************** if any additional changes need to be made. 

  Customer Answer

  Date: 11/14/2023

   
  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. Thank you for your help in resolving this matter.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/05/2023

  Type:Customer Service 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.

  My daughter passed in 2010 by suicide, in *********. Her sister had one of my daughters troublemaker friends have the ****************** post a false information obituary about my daughter being survived by only her sister which farthest from the truth. My daughter associated with these dirt bags as friend where most have been in trouble with the law numerous times or are just ill. Never the less it caused allot of attacks by them. Now surprisingly Legacy decides its going to carry on the lie by copying and re posting it, misleading others. Why this fake site is allowed to operate is beyond me. However here is the link they have it under ********************************************************************************************* it is the most stupidest post and obituary i have ever seen, only a sick person writes garbage like this. this also has been reported to the ic3.gov on grounds of fraud.Legacy has no business copying off other sites to gain recognition, if they have to stoop this low that tells me they are pretty irresponsible in REAL LIFE

  Business Response

  Date: 11/07/2023

  We don't actually copy the Milwaukee Journal's content, however, they did send it to us for online publication back in January of 2011. We can remove it at the purchaser's request, or at the request of a listed family member. The best course of action is to reach out to the publishing newspaper for further assistance. We have advised ******* of this and provided their contact information.

• Initial Complaint

  Date:10/24/2023

  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.

  Within hours of the original posting, legacy.com scraped the text of my father's obituary from a funeral home page (without my consent), edited the text (making it incorrect), and added suggested donation sites different than those we chose. I might understand consolidating obituaries to a single clearinghouse (without edits), but suggesting donations that the family will never learn about to organizations the family didn't choose seems like fraud.

  Business Response

  Date: 10/25/2023

  Legacy.com collects data from a variety of public sources in an attempt to help people locate basic information about a person's passing and service information, so that they may connect with and support the families.
  
  We are always happy to remove or edit these basic death announcements upon request. We will reach out to the customer directly to see if she'd like that option.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20775902
  
  I am rejecting this response because: Legacy.com's business practices don't affect only me. They post obituaries without families' permission, alter the original obituaries, make money by encouraging donations to charitable organizations that families might not support, and solicit comments of condolence from friends that families will never become aware of. Removing a single obituary doesn't do anything to solve the systemic problem.
  
  Sincerely,
  *****************************

  Business Response

  Date: 10/26/2023

  Thank you for following up with us. We sincerely apologize again for any inconvenience and trouble this has caused. We do our best to correct or take down any obituaries at a family or funeral homes request as quickly as possible. If you're still any information you would like changed or removed please reach out to us at *************** 

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20775902
  
  I am rejecting this response because: Although I appreciate legacy's willingness to take down obituaries that family members complain about, my objection is to the business practice that caused my complaint in the first place: scraping, editing, and posting obituaries without permission and with deceptive donation links.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/22/2023

  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 approached by a friend in church this morning to ask me if I had seen the notice by Legacy.com about my daughter, who died a year ago. She sent me a screenshot of what she got from Legacy in her email today, 10/22/23. This is just wrong that Legacy does this. They should be stopped. They are taking control of what I want out there about my daughter, taking control away from me and putting it into their own hands. It's very hurtful and upsetting. I assume their underlying motive is money.

  Business Response

  Date: 10/25/2023

  There are a variety of reasons users will receive emails regarding a particular obituary. Some folks sign up for them. In any case, we are happy to remove this option and we have reached out to the customer as we do need the name of the deceased to proceed.