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:11/17/2023

  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.

• Initial Complaint

  Date:10/14/2023

  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.

  My husband passed away a few days ago. Without any notification or permission Legacy.com posted his passing while soliciting donations for flowers and tree planting. This is a scam! This is very disrespectful ! I want his name taken off of this web site immediately ! I think of all the loved ones Legacy.com uses for their financial gain without their families knowledge. Shamefull!

  Business Response

  Date: 10/15/2023

  Thank you for contacting us and we sincerely apologize for this inconvenience. We work with many partners Funeral Home and ****************** across the country to provide an online space for them to host obituaries after they are published. We would be more then happy to remove your husbands obituary if you can provide his name and date of death to **************** We look forward to hearing from you.

• Initial Complaint

  Date:09/26/2023

  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.

  Legacy.com appropriated my father's obituary and added misleading links to purchase trees and flowers for my father's funeral against our family's wishes. The result is that our neighborhood communications director sent the legacy.com obit out instead of the correct one from the funeral home and the wrong charity is listed. We are collecting donations for Meals on Wheels, not trees. Additionally, the obit that legacy.com copied is incomplete as we got it out without listing the service information. It is pretty sick that this company is using people's deaths to pose as a real charity even though the family may not want trees planted. People have other wishes that have nothing to do with trees or flowers. My father was an active Meals on Wheels benefactor and volunteer. He was NOT green in any way. He wouldn't have appreciated this. What's wrong with this company making money in such a misleading way?

  Business Response

  Date: 09/28/2023

  Thank you for reaching out and we sincerely apologize for this inconvenience. We can remove links associated with purchasing trees or flowers as well as update any service and obituary text. Please feel free to reach out to us as *************** if we can be of further assistance. 

• Initial Complaint

  Date:09/22/2023

  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 paid over $200 on 9/18/23 to have my loved ones obituary posted on Legacy & printed in my local newspaper. It was supposed to print in my local paper on 9/21/23 but didnt. I actually just left the office of the newspaper who stated that it wasnt printed because Legacy didnt pay them. And they say it is an ongoing problem. I am so devastated. This obituary was for my childrens father. He was a decorated retired US Navy veteran. He deserved better than what this business provided. I dont want excuses, I want answers and a refund for services that werent provided when they said they would.

  Business Response

  Date: 09/22/2023

  Thank you for reaching out and we apologize for this inconvenience. We have spoken with the newspaper and rectified the issue. We also confirmed that the obituary will run on Sunday 9/24/2023. Please let us know if we can be of additional assistance at ****************

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20642103
  
  I am rejecting this response because: The obituary was not published in the newspaper in the time frame promised. I had to do the foot work to ensure that it was published on Sunday. I had to drive to the newspaper, show proof that I paid Legacy, & have the newspaper call Legacy. All because Legacy failed to pay them. Now to top things off, there are three different entries on Legacys website. I want all but the original removed! It is confusing a lot of family and friends. Please refund my money.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/02/2023

  Good evening. Thank you for following up with us and we sincerely apologize again for all the troubles you had placing this obituary. We have fully refunded the order and you should see that reflect in **** business at the most depending on the banking institution. Please feel free to follow up with us at *************** with any additional questions or concerns. 

• Initial Complaint

  Date:09/19/2023

  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.

  This is the daughter of **************************, his next of kin. I am emailing you in regard to the obituary you have posted on your website. I did not agree to have it posted on your website, nor do I want it to be. There was an obituary published by the funeral home online, which has since been removed in accordance with my wishes. I find it extremely disrespectful for your website to publish something especially concerning the memory of my father without the permission or consent of his family.

  Business Response

  Date: 09/22/2023

  Thank you for reaching out to us. We apologize for this and have removed the obituary. Please reach out to us at *************** with any additional questions or concerns. 

• Initial Complaint

  Date:07/29/2023

  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 ordered a tree to be planted and a star to be named in honor of a friend who passed away. The funeral home has no mention of my tribute. I used this company several years ago and received the same result. They are scamming customers who want to pay tribute to a friend.

  Business Response

  Date: 08/10/2023

  Good afternoon,

  We apologize for the inconvenience and any confusion. Thank you for sending your order information, we were able to locate your purchase. If you would like to send a tree certificate to the family please reach out to us at *************** with the recipients name and shipping information and we'd be happy to submit the request. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20395001
  
  I am rejecting this response because:
  I do not have ******************** address. The certificate for the tree and star named after him was supposed to be sent to ********************* in ********* **
  Sincerely,
  
  *************************

  Business Response

  Date: 08/16/2023

  Good Morning,

  Since the services are passed the recipient would not likely receive anything sent to the funeral home. If you wish to proceed with that option, however, just let us know and we can do so. Your purchase was also displayed on the obituary the day you made it so the family was made aware: (see attachment):
  ***************************************************************************************

  We have also provided a full refund since you were not satisfied with your purchase which you should see within 10 business days.

  Kind Regards,
  Legacy.com