Complaints

This profile includes complaints for The Software MacKiev Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Software MacKiev Company

  30 Union Wharf Boston, MA 02109-1202

• 

  The Software MacKiev Company

  18 Commerce Way Woburn, MA 01801-1051

• 

  The Software MacKiev Company

  PO Box 460 Brockton, MA 02303-0460

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:05/06/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Placed order Feb 10, 2024, for a new product Family Tree Maker v2024, "coming later this year", "Right now it is going through final testing and being given some finishing touches we expect it to start shipping later this year" When emailed Tech support Feb 4, 2025 their response from *** on Feb 6, 2025 was "We understand that waiting for a pre-order release can be frustrating, especially after several months. The good news is that *** 2024 is in its final stages and will be released soon. We hope youll stay with us longer to enjoy the new features when it launches. Please let us know if theres anything specific we can address for you in the meantime. We appreciate your patience as we work to ensure everything is fully ready."

  Customer Answer

  Date: 05/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

   

  Company released software 
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As of today, May 21, 2025, have not received product ordered I pre ordered a hard [printed] copy of Evidence Explained: Citing History Sources from Artifacts to Cyberspace, 4th Edition revised (English) on January 20, 2024. Order no: SMK240120-3426-60231 via FastSpring. I was emailed that day, the books are expected begin shipping in about two weeks and will be mailed to you separately by the publisher. June 29, 2024, I previously inquired about the order delivery matter, [NQX-GFRTC-594] Is there any official estimation of when it will be shipped? I checked yesterday on ********** and if I was to order the item from them, I would receive it in less than two days. Books have been on ********** since prior to February 4th 2025, So apparently Three (3) fundamental problems. 1st, Product was a pre-release order and obviously this is no longer the case. 2nd apparently Mackiev has no way to track if the order was processed by the 3rd party, or their support staff is untrained on how to check. 3rd problem is precative communication with customer over order, status, and responses if any to customer. 

• Initial Complaint

  Date:04/05/2025

  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 prepaid for a FamilyTreeMaker upgrade that was supposed to come out the end of 2024. It still has not been provided. I contacted MacKiev customer service multiple times and they kept saying the upgrade was coming, but they didn't have a definitive date. I have recently asked for a refund, but based on the complaints here, it doesn't look as if I will get one.

  Customer Answer

  Date: 04/16/2025

  The business has told me they couldn't refund to the card I used when ordering, and has stated they will send a paper check to my address that I provided. That was on April 9, 2025. I have not seen a refund yet. Please see the attached correspondence for details.

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 30 Jan 2025 I requested a refund from Software MacKiev. The respondent, ******, urged me to wait a little longer because he claimed the FTM2024 program would be out soon. I bluntly told him I was tired of the lied and want my refund. On 3 Feb 2025 ****** messaged me to say he had processed my refund. I also received an email from Software MacKiev Support that was a confirmation of the "return processed for FTM 2024 download and USB" It is now 11 Feb 2025 and I have NOT received the refund.

  Customer Answer

  Date: 02/22/2025

  I have heard from the business in response to my complaint.  They keep saying they have processed a refund but I have not received it yet.  They also had the audacity to ask me to send them a copy of my bank statement so they could verify that I haven't received it.  I did Not send them a copy of my bank statement.  They keep sending me emails and stating "this is confirmation that the refund has been processed".
  

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ordered upgrade of Family Tree Maker 2024 in April 2024 but have yet to receive product. Have had virtually no contact from company supposedly providing product, Mackiev Software, except a website posting of "Coming Soon".As it is not 2025 I wish to have my purchase charge of ***** USD refunded to the credit card it was charged to through ******.

• Initial Complaint

  Date:12/30/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Terrible customer support and on-going lack of information from Mackiev.

  Customer Answer

  Date: 01/09/2025

  I have not heard from the business in response to my complaint.

  I have contacted several times since my complaint and have not received, what I believe, is a reasonable response to my complaint. I have searched on-line and found others who have the same or similar complaint.

  I also believe there to be a scam regarding the pre-order and install of Family Tree Maker 2024. I contacted Mackiev and gave them the information I have. They did confirm neither the pre-order offer nor the offer to have the 2024 version remotely installed, was not from Mackiev. I suggested they may want to notify customers, due to some people have allowed the remote install with very negative results. In my opinion their lack of action to curb this scam is negligent.

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 new upgrade for Family Tree Maker that was promised before 2024 ended. Well here it is Dec 26, 2024 and haven't heard one word about when I will receive the new 2024 upgrade. Promises given all the time but never fulfilled! I don't want a refund I WANT the 2024 upgrade of Family Tree Maker Your FTM 2024 Download Delivery Information Oct 13 at 6:40 PM PrintRaw message Family Tree Maker Support <***********************************>To: ******* ****** <***********************************>Dear *******,Thank you for preordering Family Tree Maker 2024!COMING LATER THIS YEAR It's been thirty five years since Family Tree Maker was born, and each new edition takes this grand old brand to new places its original creators could only have dreamed of. We are so excited to be getting ready to launch this new version of Family Tree Maker! Right now it is going through final testing and being given some finishing touches we expect it to start shipping later this year. At that time we'll send you an email with detailed download and installation instructions.TECHNICAL SUPPORT If you need assistance go to our ************** *************************** where you will find a range of support articles that are likely to help. If you need assistance from a service agent, you can enter Live Chat in the search field at the ************** and open an article with instructions for starting a chat and a table of hours that Live Chat is available where you ************* We'd love to hear from you as you explore your family history with Family Tree Maker. If you have any ideas for new features, have a bug to report, or have a Family Tree Maker story you'd like to share with us, please stop by our Family Tree Maker page at www.familytreemaker.com.The Family Tree Maker Team at Software MacKiev

  Customer Answer

  Date: 01/08/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  **The MacKiev Company - A Terrifying Disaster for Loyal Customers**On 12/6/2024, I attempted to access my 2019 version of Family Tree Maker. I should note that I have been utilizing this software for more than 10 years. The frustration began when the so-called 'customer service' phone number immediately disconnected my call. Forced to use the online chat feature, I was connected with a technician. To my utter horror, this technician took control of my computer and began deleting my Family Tree. Yes, you read that right!He then dared to tell me that I would have to fork out over $200 - $500 for the 2023 version of Family Tree Maker before upgrading to the 2024 version. Are you kidding me? I paid for this software once and Im not paying again. The hostage tactics employed by The MacKiev Company are not only a slap in the face to loyal customers but also to the original creators. The technician rudely stated, "Well you can upgrade or not have access to your files or the ability to sync from ************." Unbelievable!Repeated attempts to contact MacKiev Company have all failed. All attempts to actually get someone on the phone have failed. The company is a HUGE scam, or someone has taken control of their customer service. This complaint deserves to be investigated thoroughly and not just sit on the shelf in cyberspace.

  Customer Answer

  Date: 12/17/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 Mar 2, 2024 I preordered FTM 2024. The email I had received on Mar 2, 2024 states that it was going through some "final testing and final touches" and it was expected to start shipping later this year. On Sep 22, 2024 I emailed them asking exactly when I could expect the product. They responded that they have NO ***'s for when it will be out.I wish to point out that this foreign company supports the *******. I am beginning to think they stole my money and have used it to support the Ukraine in their fight and have no intentions of providing the product I purchased. I also find it interesting that ******************** has a new USB of their thirty years of genealogy articles now being sold on a usb drive EXACTLY like the one FTM 2019 and the "new" 2024 are on. I do not believe in coincidents.This company needs to be investigated for it's foreign affairs connections and funding they may be providing as well as the theft of my money with absolutely no intentions of providing the product I purchased. They need to provide me with the product or a full refund with interest.

  Customer Answer

  Date: 11/17/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:05/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 13 Feb 2024 I received an email offering from Software Mackiev of ******, ** to upgrade my Family Tree Maker software to the 2024 version. I paid them $32.37 with the understanding from MacKiev that the upgrade would be available to me in May of 2024. Through Mackiev's online chatline, I was put in touch with a technician. The technician took control of my computer and proceeded to remove all of my Family Tree ********** files and addition revoved hundreds of other files from my computer. He then told me that I would have to purchase a 2023 version of Family Tree Maker for over $200 before I could upgrade to the 2024 version. At this point I realized that this was a scam and discontinued contact. I tried to get a contact from Mackiev to file a complaint, but all they would do is try to put me in contact with the technician again.

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased from Mackiev, Family Tree Maker 2019. I purchased it as an upgrade which I downloaded fine. I also purchased as part of the same transaction, 2019 dvd and the Spiral companion guide. This occurred on 1/4/24. I have not received as of 1/19/24 the spiral companion guide or the dvd. I contacted Mackiev by chat and got no satisfaction. I got a vague answer, that they were sending these items out, "in waves." I cannot use the FTM2019 without the spiral companion guide. I have started a 6 month subscription on 1/4/24 and cannot use the program effectively without it. They charged my **** card $85.90, and have not delivered the complete product. My 6 month subscription is being wasted because of this. They should not conduct their business in this manner. Thank you in advance for your help.