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:06/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for 40 items and I sent them in. I received an invoice for an extra item. I called customer service. They said there are 41 items. (Note, I would be surprised if I did send 41 items, as I recall checking and double-checking the box to ensure a barcode they supplied was on each item but I don't have the box to verify.) Customer service insisted there is no way there is an error on their side. I told them that if I did add an extra item without a barcode, I'd like the unlabeled item returned without being digitized. They refused and require that I pay a price 3x higher than all the other transfers for the 41st item before they will return the box.

  

  Business Response

  Date: 06/14/2024

  Thank you for reaching out. We understand the alarm and frustration caused by an unexpected invoice from an extra tape that you may not remember sending in your kit, and our Customer Service Team reached out to our Receiving Team to double check all of the details of your order. The price on the invoice of $17.99 plus tax came from the "Added Item" stickers provided in your Welcome Guide if you did want to send extras. The information that our Customer Service Team provided in regards to not being able to separate this single tape from the rest of the order is accurate. For the safety of all of your items we have created a thorough tracking system to prevent items being separated from their kits.
  
  You have received an email from a Customer Service Supervisor with some information about how we can help with this item. When your order is processed, please reply to them directly to review the digital footage for this tape. 

• Initial Complaint

  Date:06/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/11/24 my credit card was charged $43.29 for services I did not order. The company was named Legacy Box but I found that South Tree and Legacy Box are the same company at the same location. I never ordered this revolving charge for digital storage. I have paid in full the film they converted in early 2024. Their promotional offer was for $0.00 which they now state is a yearly charge. I contacted them to have the charge reversed and emailed with ****. She first explained it was a great service that many people use. IE she tried to convince me to use the service; never explaining it was something I "ordered." Then after contacting her again and stating I didn't order the service she claimed I did order it. Then she wanted me to fill out a form and admit to ordering it in order for the service to be cancelled; yet the current charge of $43.29 would not be refunded. I again explained I would file a complaint. She refused to refund the money as the pending charge turned into a posted charge today. I believe these business practices are a scam; a deceitful attempt to charge customers fees for items they did not order. I told her that and she still did not reverse the charge. Companies are required to disclose this charges at the point of sale; this was not done. Their web site did not provide this information and they used the guise of a promotion. These business practices are suspect to say the least. I filed a complaint at *******************.

  

  Business Response

  Date: 06/14/2024

  Thank you for reaching out. We apologize for the inconvenience of the Legacybox Backup subscription! It looks like all of the details about this service were conveyed in your email conversation with our Customer Service Team earlier this week. The form that was sent to you asking that you fill in your name and order number and paste into your email reply was to let you know that your files will be permanently deleted from our system once your subscription was canceled. You replied to confirm that you no longer wanted to participate in this service, and your subscription has been cancelled. You have also received an email with the refund details of that subscription fee. Please reply to the email conversation with our Customer Service Team if you have any other questions about this service. 

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  My complaint, in part, is that I never ordered this service.  Again I will not attest to it. 
  

  Legacy Box sent an email that I would receive a refund after I filed a complaint. Instead they charged my credit card a second time. 
  

  IE I now have two pending disputes filed with my credit card company for a total of $86.58. 
  

  This company is not trustworthy. 

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

  

  Business Response

  Date: 06/18/2024

  Thank you for reaching out. We sincerely apologize for the duplicate billing of your Legacybox Back-Up Subscription. This was a technical error that was identified quickly, and our team worked to correct. Your subscription was affected by this issue, but the refund for both invoices was issued on 06/14/2024. However, a chargeback inquiry was opened for one of them on 06/15/2024 which froze the invoice. The refund for this invoice was processing when it was reversed by the chargeback inquiry. When the chargeback has cleared, we will be happy to revisit this invoice! 

  Customer Answer

  Date: 06/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Your company continues to state I have some type of subscription; I do not.  This is the crux of the complaint.  Your company does not have my permission to access my credit card account.  I made a one time purchase.  And that is the end of my business with your company.  The fact that your system can randomly charge my card does not sit well with me; and in this case it was done on purpose and by accident.  Purge my information from your system to include my credit card information.  The chargeback via my credit card company stands; and when you address the chargeback to my satisfaction; IE issue the refund, then this complaint can close.  Refund my money.  Stop referring to me as a subscriber to your product.

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

  

  Business Response

  Date: 06/25/2024

  The information for our backup subscription service can be found in your original purchase confirmation email dated 11/22/2023. At the time of checkout on the website, there was a box to check acknowledging, "I understand that I'm agreeing to a subscription. It will renew at the price and frequency listed until it ends or is cancelled." We apologize that the details of this product were not clear.
  
  Your subscription has been cancelled. You will not be invoiced again for this service. When the chargeback has cleared, we will be happy to revisit the invoice for the refund request. 

  Customer Answer

  Date: 06/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Again, your company did not make the consumer aware of this; I have no recollection of clicking a box that would require me to pay your company this exorbitant fee for videos that I already have in my possession; IE the whole purpose of having them placed to a digital format.  I have them saved on hard drive, disc and a solid state hard drive.  I will reiterate that I started the charge back with my credit card company because I was refused a refund by your company.  At no time did I utilize your storage service.

  Are you going to refund my money or not?  You can do so by telling that to my credit card company.  There is no reason for me to cancel the charge back.  I never purchased the service nor utilized it.  Your company is one click away from issuing my refund.  It is as simple as that.  You all can do the right thing or continue to perpetuate an issue that you can easily remedy.   
  
  
  
  Sincerely,
  
  
  
  *** *********

• Initial Complaint

  Date:06/11/2024

  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.

  Order#*******
  
  The problem starts with the marketing. It’s classic bait and switch. All of their marketing material, and website, promoted the $9 per tape deal. It is not until you’re half way through the ordering process that you realize this is not true.
  
  If you send in 10 items, yes it’s $90. If you send in 3 items, surprise, it’s $90.
  
  But one of their classic schemes is not doing the work you paid them to do. It’s the, “unfixable” or “damaged “ claim where they slap a red sticker on your item and claim they couldn’t digitize it. Scan ******* for countless videos of these red sticker items being digitized by everyone and anyone with no problem. It’s a lazy way of getting tapes out of their building.
  
  In our case we sent in 7 VHS tapes, all of which had been checked for playability, and content. After 84 days we inquired about the status. Within hours we received a shipping notice.
  
  A week later we received our tapes back. 3 had been poorly digitized, 4 had nothing done to them. They used the, “unfixable” tag on them. Those 4 were all checked again for playability and content…all were fine.
  
  We asked for full refund. They said no. We asked to pay for the 3 tapes that were poorly done, and get a refund on the ones they didn’t do…they said no.
  
  We asked for specific information on why each tape was not done. They grouped them under some generic and general category, that we immediately verified as false. They supplied double talk and lip service, confident in their assessment that you know nothing about the subject.
  
  It’s a pattern, a clever business model, where they take your money on day one, do nothing for several months, and then it’s a **** shoot to see what you get.
  
  So…save yourself a lot of money, and a whole lot of time, and find a local company, or a reputable company, and get the process done there.
  
  There is not 1 good thing to say about this company. Every sign points to being under staffed and very poorly managed.

  

  Business Response

  Date: 06/26/2024

  Thank you for reaching out. We apologize that we were not able to digitize 4 of the tapes that you sent to us. Sadly, mold is common on tapes, even when stored in the best conditions. Although they will play, we do not offer a repair or restoration service, and we cannot play them in our equipment and risk spreading the condition to other tapes. When tapes arrive in this condition, they must be sorted and evaluated by our team. For this reason, a handling fee is applied to the refund amount for these items, when the order does qualify for a refund based on the quantity of affected items. Information regarding mold or damage to tapes, as well as asking that you not send in items in this condition in order to get the best value for your kit can be found on our website and in the Welcome Guide that came with your order.  
  
  Our kits are intended for up to the number of items specified at the time of order to offer the best pricing for that number of tapes. We offer 4 different sizes of kits with the option to add addition tapes to any order, priced individually, so that a family does not need to purchase a kit larger than their needs. For this reason, we do not offer partial refunds for unused portions of the kits.
  
  Our process is to provide a one-to-one transfer of each of your tapes as they play on our equipment, and it's common for the quality to deteriorate with time. That said, we would be more than happy to review your digital files to make sure that we created the best quality transfers possible! You can begin that process by asking for a review of your files in any of the email conversations that you have started with our Customer Service Team. You will receive a new email today with an update to your request for a billing adjustment. 

• Initial Complaint

  Date:06/03/2024

  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 placed an order (*******) with legacy box and they received it February 29, 2024. The last update I received was April 5th. It has been 4+ months and I’m so nervous all of these memories are gone forever. If they could please provide me an update of exactly where it is in the process and when I might receive the final results. I need these for a reunion in June and by all means never thought it would take 4 months. Please help!
  Thank you!

  

  Business Response

  Date: 06/04/2024

  Thank you for reaching out. We apologize for the wait! It looks like you contacted our Customer Service Team in January, but we have not heard from you since then. In addition to the order tracking page provided in our screenshots, you can contact our Customer Service Team directly for the most up-to-date processing information. We're always happy to help!
  
  Your order was placed with Standard Processing which is an average of 12 weeks for all formats and kit sizes. You sent tapes to be digitized, and this is our most popular format! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. You should receive another email update soon letting you know that your order is being processed. Shortly after that, you'll receive the tracking details for the completed kit. 

  Customer Answer

  Date: 06/07/2024

  
  
  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.  I have a tracking number and it seems as though as Legacy Box has converted my files.  I am awaiting the newly digitized information. Thank you! 
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:05/30/2024

  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 bought a package to transfer old video tapes to current media. When I received packaging from legacy box, I followed all instructions on shorting, labeling and packing. Then I sent the package to legacy box per instructions. I received an email that the box was received. I received another email that my order was being processed. IT'S BEEN OVER 5 MONTHS! Now I'm or my money and my memories!!!! I did contact someone at the company, said it should only be another 2 weeks, again that was over a month ago!

  

  Business Response

  Date: 05/31/2024

  Thank you for reaching out. We apologize for the wait! Your order was placed with Standard Processing which is an average of 12 weeks for all formats and kit sizes. You sent tapes to be digitized, and this is our most popular format! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. You should receive an email in the next few days letting you know that your order has entered a digitizing station where the tapes and photos are being processed. Not long after that, you'll receive another email with the tracking details for the completed package! 

  Customer Answer

  Date: 05/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have been waiting far longer than the 12 weeks stated in the companies reply.  Any additional delay in processing in really quite unacceptable!
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 06/04/2024

  We apologize that your order is taking longer than expected and understand the frustration this would create for you. You should receive an email this week letting you know that your order has entered a digitizing station where the tapes and photos are being processed. Not long after that, you'll receive another email with the tracking details for the completed package!

  Customer Answer

  Date: 06/05/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This company apparently cannot perform the services promised, they are scamming people out of their money and memories.  At this point I'd like a full refund and my property returned immediately!

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

  

  Business Response

  Date: 06/07/2024

  Your order was completed this week and the original photos and tapes along with the digital files on the thumb drive have been shipped back to you. We apologize for the wait! 

  Customer Answer

  Date: 06/11/2024

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

• Initial Complaint

  Date:05/28/2024

  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.

  Southtree was paid to digitize 35 analog tapes within about 6 weeks for $311.
  1- They only delivered after 4 ½ months (after my call finally got through)
  2- The work was shoddy + almost useless (super-high contrast - black shade + burnt whites, partially pixelated blocky video )
  3- I emailed video stills of the worst tapes (half of 35 tapes - the others with fewer problems)- and asked for a refund .
  3- To get a refund they asked to resend all 35 tapes with proof that the original was better (This will take another 5 months )
  4 I asked to speak to a manager = nobody got back to me.
  5 all tapes were returned in wrong cases - a minor problem but more proof of careless work.
  
  There seems to be intent to make any returns so hard that the customer gives up. There is no apology. The internet is full of complaints.

  

  Business Response

  Date: 05/28/2024

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations, but we’re happy to do what we can to help. Our process is to provide a one-to-one transfer of each of your items as they play on our equipment. It is common for the quality of analog tapes to deteriorate with time sadly. You sent 8mm and miniDV tapes, and wear on these tapes can look like the pixelation that you described in your email with our Customer Service Team.
  
  They submitted your request for a refund to the appropriate team, and your order is under review now. You will receive an email with more information about your tapes later today. We apologize that the long weekend caused a delay in this response. 

  Customer Answer

  Date: 06/04/2024

   
  
  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.
  
  

  after 5 inquiries ( and maybe this complaint) the company refunded my money. I now have to still find a better place to digitize the tapes but am satisfied that I only lost time, not money. 
  
  
  
  Sincerely,
  
  
  
  ********* ******* *****

• Initial Complaint

  Date:05/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These scammers have had my property for more than 14 weeks. I do not believe anything they say anymore. And if they respond to this complaint with the same cut & paste drivel they slap on every other complaint, anyone reading this shouldn know that they don't take customer concerns seriously. I have doubts they are even operating at this point.

  

  Business Response

  Date: 05/24/2024

  Thank you for reaching out to us. We are sorry that your order is taking longer than expected. We realize our consistent replies sound repetitive, and we understand the frustration this has created for you. Your order was placed with Standard Processing, which is an average of 12 weeks across all formats and kit sizes. You spoke with our Customer Service Team previously, and they have been monitoring the progress of your order. It will be completed this coming week, and you will receive an email with the tracking details and the digital files.

• Initial Complaint

  Date:05/17/2024

  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.

  Sent tapes to southtree  .com for conversion. Took almost 5 months. They did no real work hooked them up to a cheap conversion device and hit play. No clipping cleaning nothing.

  

  Business Response

  Date: 05/17/2024

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations, but we’re happy to do what we can to help. Our process is to provide a one-to-one transfer of each of your items as they play on our equipment, and this will include any blank portions of the tape as well. It's common for the quality of analog tapes to deteriorate with time sadly. We always recommend checking your media before sending it in to be processed to ensure the full value of your order is redeemed. Here is the excerpt of this information as seen on our FAQs page of the website:

  "Will you restore, enhance, or improve my items in any way?
  
  We always try to get the best quality conversion possible. However, the quality of the transfer ultimately depends on the quality of the original items. We do not offer any sort of restoration, enhancement, or editing of your items. If there is an issue with the original, those issues will translate over to the digital copies.
  
  To be more specific, we do not offer the following: color correction, brightening, HD remastering, combining footage, or otherwise altering the composition of the original media. There are companies out there who specialize in these types of services, but we simply offer a one-to-one transfer."
  
  All that said, we definitely want to make sure that we created a one-to-one copy of these files. Our Customer Service Team has emailed you a UPS label so that you can send the tapes back to us to be re-evaluated. We'll also be happy to help you through the process of editing the .mp4 files to save the portions that are most meaningful to you. 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an order for videos and photos to be digitized on January 5, 2024. They have still not processed my items. I asked for my items to be returned and they have refused.

  

  Business Response

  Date: 05/07/2024

  Thank you for reaching out. We apologize for the wait! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. It looks like you have an ongoing conversation with our Customer Service Team, and they will send you the information regarding our cancellation policy. We expect your order to be completed no later than the beginning of next week.  

• Initial Complaint

  Date:05/06/2024

  Type:Delivery 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 sent my media in to this company in the form tapes to be converted to thumb drives on January 2024 and paid for this service. The website said it would take 10-12 weeks to complete and I still haven’t received my order. I keep emailing the company asking where my order is and they keep telling me it’s processing. The company will not provide me with a definitive date or timeframe that I can expect my package and they refused to return the item or provide a refund. I had sent my items out for a special occasion Now they tell me another 2-3 weeks hopefully. they are still blasting their services on social media - get what you have done before taking more money off customers

  

  Business Response

  Date: 05/06/2024

  Thank you for reaching out. We apologize for the wait! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. Recently we've seen a sharp increase in demand which is unfortunately pushing out our average Standard Processing times. Our team is working hard to increase our capacity to meet our customers' needs. We expect your order to be completed sometime next week, and you will receive an email with the tracking details when it is ready!