Complaints

This profile includes complaints for Ancestry.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ancestry.com has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ancestry.com

  1300 W Traverse Pkwy Lehi, UT 84043-5373

  
• 

  Ancestry.com

  1300 West Traverse Parkway Lehi, UT 84043

  
• 

  Ancestry, Inc.

  7349 Van Buren Ave. Hammond, IN 46324

• 

  Ancestry.com

  24 Mercer Street Toronto, ON M5V 1H3

• 

  Ancestrydna.com/activate

  347 Garden Oaks Blvd Houston, TX 77018

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:06/29/2024

  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 wife purchased us DNA KITS from ancestry.com we received and did our kits on may 28, we then mailed them back on June the 3rd. My wife received her results on June 29th. I called to ask what was going on with my kit on the same day was told they haven’t received it. No big deal they offered a replacement and I said I would prefer a refund for my kit as I would rather 23 and me do to not having to pay a membership to build a family tree. I was then told it would be a $15 restocking fee. The guy I was talking to was kinda rude about it so I asked to speak to his supervisor. The supervisor then informed me I didn’t qualify for a refund and the only way forward was a replacement kit.. I then asked to speak to someone above him.. he told me there is no one above him to speak to. With all that said my first problem is why does it cost half the price to restock a kit that I mail back and they have a tracking number for that kit. Second is why was I first told I could get a refund then i didn’t qualify for one just blows my mind at how a large corporation could do this to a customer.

  

  Business Response

  Date: 07/08/2024

  Title: Kaity,
  Executive Office Response Team
  Contact
  Phone: ###-###-####
  Contact
  Email: [email protected]
  
  July 8, 2024
  
  RE: **** ******** – ********
  
  To Whom It
  May Concern,
  
  Thank you
  for forwarding Mr. ********’s complaint to us. At Ancestry, we are committed to
  providing excellent customer service and hold our customers’ satisfaction in
  the highest regard. 
  
  As a courtesy to him, we have issued a refund in the amount
  of $39 back to the account that was originally billed. The confirmation number
  for this transaction is***-***-**** The original and replacement kits associated
  with this transaction have been deactivated and would be unable to be
  processed. Please note that it can take between 3-5 business days for these
  funds to become available within their financial institution, depending on
  their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members
  in discovering, preserving, and sharing their family history. If at any time in
  the future they become interested in researching or saving their family
  history, they may continue to use the free services found on Ancestry.
  
  If you have
  any questions regarding this matter, please do not hesitate to contact us at
  ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive
  Response Team
  Ancestry

• Initial Complaint

  Date:06/29/2024

  Type:Billing 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 have a problem with the automatic subscription charges that occur without notice. I had purchased a father's day special for my Dad that was supposed to be a 6 month gift. Since then, I have been charged $96.04 twice at unexpected times (without prior notification) and then told afterwards that it's too late to cancel since the charge has gone through. This type of practise is very crooked. I tried to call and speak to someone, was told there is not really anything I can do, no place to leave feedback or reviews (which I later found on my own). Very with the customer service and their lack of desire to rectify the issue. At the very least, customers should receive notice that they will be billed so they can have the chance to cancel.

  

  Business Response

  Date: 07/08/2024

  Title: ****** **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 8, 2024
  
  RE: ********************* -- 21919786
  
  To Whom It May ********************* you for forwarding **************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Ancestry provides an option for individuals to purchase gift subscriptions for other users which do not automatically renew. These gift subscriptions are purchased from the purchasers Ancestry account and use the recipients email address to which the gift subscription is applied. For more information about Ancestry gift subscriptions, we invite ************** to review the following help article:
  
  ******************************************************************************
  
  However, our records show that ************** initiated an auto-renewing subscription on June 14, 2023, on her own account which was not a gift subscription. The auto-renewing nature of the subscription was provided online during the checkout procedure as well as within the order confirmation email that was sent to her after the purchase. Additionally, emails were sent to her one month prior to each renewal to remind her of the upcoming charges and provided instructions on how to cancel if she wished to do so.
  
  As a courtesy to **************, we have issued a refund in the amount of $96.04 back to the account that was originally billed. The confirmation number for this transaction is 485952952.The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry.Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving,and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 07/08/2024

   
  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:06/27/2024

  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.

  Jefferson (6/27/2024, 12:05:47 PM): As per checking here, your AncestryDNA kit was successfully activated on June 10, 2024, and we're currently waiting for the laboratory to confirm that your sample was received. After you put your sample in the mail on the same date it approximately takes 20 business days for us to confirm that your sample has been received. Once it's received, we'll let you know by email when this happens, and then again once the testing of the sample begins for your DNA sample.
  ******** (6/27/2024, 12:06:16 PM): I need for you to check on this and confirm for me please. This was already lost in the mail once
  Jefferson (6/27/2024, 12:08:41 PM): We can't confirm that yet that your sample is lost, as we need to follow the standard timeframe for your sample to arrive. Rest assured, once your sample is received, we'll notify you.
  ******** (6/27/2024, 12:08:59 PM): i would like to speck with management please
  Jefferson (6/27/2024, 12:10:37 PM): If you wish to speak with us, you can contact our phone support number at ###-###-####.
  ******** (6/27/2024, 12:11:23 PM): no, please transfer me to your management, I will record this conversation and send to management as well as the BB. Thanks
  Jefferson (6/27/2024, 12:12:35 PM): Since this is a chat, we don't have the ability to transfer you directly. However, you can call us at the phone number I provided, and our phone agents can guide you to the appropriate department.
  ******** (6/27/2024, 12:12:50 PM): they have done it for me before, please do so
  Jefferson (6/27/2024, 12:14:56 PM): We apologize, but for further assistance, you will need to contact us over the phone.

  

  Business Response

  Date: 07/08/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: [email protected]
  
  July 8, 2024
  
  RE: ********
  ******* -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. *******’ complaint to us. At
  Ancestry, we are committed to providing excellent customer service and hold our
  customers’ satisfaction in the highest regard. 
  
  Our records show that Ms. ******* received her AncestryDNA
  kit and registered it online on June 10, 2024. However, it does not appear that
  her kit was ever received by our lab. In order to allow enough time for a
  sample to arrive at our lab, we are unable to send a free replacement until at
  least 20 business days have passed.
  
  As 20 business days have now passed, we would be able to
  provide a free replacement test to Ms. ******* to obtain a new sample.
  Therefore, we ask that she please contact our toll-free support line to confirm
  the address where she would like her new kit sent. When she receives her replacement
  kit, she will want to register it online and then use the prepaid mailer
  included to return her sample.
  
  If you have any questions regarding this matter, please do
  not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:06/27/2024

  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.

  In May I opened a trial membership. They did not have the information I was looking for so on the same evening, I went to the accounts tab and cancelled it. I received a form "Sorry to see you go email." Then, on the 19th of the month I was billed not only the $21.99 monthly but an additional and unexplained $25.00. So, I had to stop them in paypal and canceled the membership a second time. They deny the first cancellation and make it difficult for people to cancel their "service" without being charged. A consumer should not have to cancel something multiple times to avoid being charged. I cancelled as their web site instructed the first time (the one they deny) but found the second time that there were additional hoops not mentioned in the first time. One assumes this is so they can make money from people who find, during the trial, that their service is not useful.

  

  Business Response

  Date: 06/28/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  June 28, 2024
  
  RE: *********************** 21910147
  
  To Whom It May ********************* you for forwarding Dr. ******* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Our records show that **************** initiated a free trial of our website on May 4, 2024,which was scheduled to automatically renew on May 18th unless cancelled. Ancestry did not add hoops to the cancellation procedure between the time that **************** states that she cancelled her membership on the first and second attempts. However, as she describes, there were steps that she missed in her first attempt and therefore, her membership had not been cancelled previous to the renewal.
  
  As a courtesy to her, we have issued refunds for the monthly charge of $21.99 and the cancellation fee of $25. These refunds have been issued back to the account originally charged.The confirmation number for this transaction is *********. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving,and sharing their family history. If at any time in the future **************** becomes interested in researching or saving her family history, she may continue to use the free services found on Ancestry even now after her subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:06/25/2024

  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 pay an annual fee to use ancestry.com. I am a very frequent user because I help folks who research their families, and I add information about them to various websites, including FInd A Grave. I DO NOT charge for any work that I do. Lately I have been getting the following error when I am trying to search what ancestry calls suggested records. This page isnt working If the problem continues, contact the site owner.**** ERROR 429 I have contacted the site owner (ancestry.com), and I received no help. They are blaming this on a problem on my computer, and that's not the case. I have made no changes in months, and this problem started a few weeks ago. It takes a great deal of effort to get back to the record I am trying to reach because once I receive the error I continue to receive it no matter what I attempt to load from the list of records. I am basically in wait mode for a period of time, thus limiting my use of the web site. The **** error 429, also known as the "Too Many Requests" error, occurs when a client or application makes more requests than a server's rate limit allows. This can happen if requests are sent too often or if the maximum number of requests allowed within a given time period is exceeded. If this is what's happening, then ancestry needs to tell all of us who use the site that they are limiting our access to the site, what the server's rate limit is, and the maximum number of requests allowed in what period of time.Bottom Line - if they are limiting our use of the site, we need to be told.

  

  Business Response

  Date: 06/28/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  June 28, 2024
  
  RE: *********************** 21902544
  
  To Whom It May ********************* you for forwarding Ms. **** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  We sincerely regret if Ms. *** is encountering any errors while navigating our website. In order to review this matter further, we will need additional information. We have notated Ms. **** account requesting that agents obtain additional information from Ms. **** including but not limited to the following:
  
  What Ms. *** was attempting to do when the error occurred
  The URL Ms.*** was attempting to access
  Whether the error occurred on the Ancestry site or on the Findagrave site
  The browser Ms. *** was using (Chrome, Firefox, Safari, etc)
  A screenshot of the error
  
  Therefore,we ask that Ms. *** please call our toll-free support line at 1-800-ANCESTRY to report this error so that we may further review this matter.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:06/25/2024

  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.

  Feel free to edit this.Ancestry is involved in what appears ostensibly as a "bait and switch" marketing tactic.It is announced that They (Ancestry.com) Misses **** then proceed to open said email and immediately get hit with emphatic requests to SIGN UP For services?!!!I can never get to what is free?If Ancestry.com truly misses my membership then of course I would be accepting a free 6 months or something that is actually free.Their Marketing GURU is clearly disingenuous.I would expect this particular reach out from Ancestry.com be more genuine and real.I'd like this "reach out" by Ancestry.com to be ameliorated by a bonafide genuine free offer of membership since its clearly NOT that.example of a promotion I received : 6/17/2024 3:47:08 PM Eastern Daylight Time Subject: ^_ancestry^_Subject: We miss you! Heres your free gift for DNA Day.Date: 4/26/2024 4:19:13 PM Eastern Daylight Time From: [email protected] Reply To: [email protected] To: ******************* Sent from the Internet (Details) Ancestry FREE FOR A LIMITED TIME Which parent passed down your ************************** Ethnicity Hero Image View for free For a limited time,* access ethnicity and community inheritance features for free. Discover an even more detailed view revealing which parent gave you whatwithout your parents taking DNA tests.

  

  Business Response

  Date: 06/28/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  June 28, 2024
  
  RE: *********************** 21898124
  
  To Whom It May ********************* you for forwarding Mr. ****** complaint to **. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Ancestry routinely sends offers of free access to certain information as well as discounts throughout the year. The offers ************** is referring to pertains to offers made to customers who have submitted *** samples.
  
  Because some of the *** information offered to members requires a *** Plus subscription, we occasionally offer access to the information for free for a limited time. For example,the offer he describes from April of 2024 was to access our by Parent feature which details from which parent a person most likely was passed down their ethnicities. They were presented a button within the email to View for Free.However, this offer was from April and expired in May. The June offer was sent regarding free access to view two more personal traits for free. The offer would have given an expiration date at the bottom. All of our offers for free access will detail the information that the member is invited to review as well as an expiration date. Therefore, if he has additional questions regarding an offer he may have received, he may forward the email to us at ****************************************** to request additional information regarding the offer.
  
  If ************** does not wish to receive these types of offers anymore, he may wish to review the Communications section within his account settings and unsubscribe from any notifications he no longer wishes to receive.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21898124
  
  I am rejecting this response because:What is never mentioned is that these limited times "marketing" strategies fail to mention that the unsuspecting former member immediately get HIT emphatic PLEASE REJOIN NOW!!!!!!!!!!!!!

  directives. Ancestry.com is NOT in the altruistic Lets help stop war and feed the homeless campaign; therefore it should NOT be conveyed that Ancestry.com is one embracing Multi Billion dollar business, pure and simple. If Ancestry wishes to ameliorate this marketing spam oriented matter, I'd be amenable to a less restricted limited time HURRY up scenario.I'd be open to accepting a one month membership.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/02/2024

  Title: ******, **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 2, 2024
  
  RE: *********************** 21898124
  
  To Whom It May *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  Thank you for forwarding Mr. ****** reply to us for review.
  
  As noted in our earlier response, Ancestry routinely sends offers of free access to certain information as well as discounts throughout the year. We have noted his feedback about his dissatisfaction with our free access marketing and that feedback is being reviewed. In the meantime, ************** can also opt-out of such emails through his account settings, but it's unclear if he's chosen to do so based on his reply.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  ******
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:06/23/2024

  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.

  Ancester.com on line site is ridiculous. It lost people I have saved to my tree, the same name appears as new hints. The box was poorly designed. I had to rip the box open to get the test out. The tree page cuts off the bottom part of the tree. The scroll arrow does not work. Nothing makes sence.

  

  Business Response

  Date: 06/24/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  June 24, 2024
  
  RE: ************************* 21890829
  
  To Whom It May ********************* you for forwarding Ms. ******* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
  
  We apologize that our service did not meet Ms. ******* expectations and we appreciate her taking the time to share her concerns. Please note that we receive a large volume of feedback for Ancestry. We generally do not state the status of website updates and edits we are aware of and working on or contact each member about enhancement requests that have been implemented. We appreciate her patience and understanding and regret if it has impacted her experience working on her genealogy.
  
  If **************** has specific feedback that she wishes to report, she may do so at the following URL for our further review:
  
  ************************************************************************************************
  
  Additionally, for her convenience, we have provided a URL below for more information about sending an order back for a refund if desired:
  
  ***********************************************************************************
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:06/22/2024

  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 am writing to file a formal complaint against AncestryDNA due to a series of highly unsatisfactory and unethical practices experienced by my family over the past few months. The issues include persistent miscommunication, false promises, rude and contradicting agents, and potential legal violations regarding the handling of my minor son's DNA sample.Summary of Issues:Persistent Miscommunication and Delays:Despite repeated assurances that my son's DNA results would be ready by June 8th, 2024, we received no updates. Contacting support multiple times resulted in inconsistent information, with some agents claiming the results were imminent and others appearing unaware of the sample's status. This miscommunication caused significant frustration and uncertainty.False Promises and Deactivation:On June 13th, 2024, I received an email stating my son's DNA sample was being analyzed. Less than an hour later, another email informed me that the kit had been deactivated and I would need to purchase a new one to get results. This contradicted prior assurances from multiple agents that we would still receive the results despite processing a refund due to delays.Lack of Accountability and Transparency:Throughout our interactions, several agents misled us. One agent claimed it was impossible to deactivate a DNA kit, yet another email contradicted this. Requests for updates on the destruction of my son's DNA sample were met with vague responses and false assurances about receiving a confirmation email, which is not stated in their privacy policy. This lack of transparency has been incredibly frustrating.Rude and Contradicting Agents:Numerous agents have been rude, providing contradictory information and failing to offer any real solutions. They have been dismissive of our concerns, leading to a deeply unsatisfactory customer service experience.

  

  Business Response

  Date: 06/25/2024

  Title: ****** **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  June 25, 2024
  
  RE: ********************* -- 21888253
  
  To Whom It May ********************* you for forwarding ************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Our records show that ************** purchased an AncestryDNA kit on April 18, 2024. The kit was registered online on April 25th and the sample was received by our lab on May 8, 2024. Normal processing time for DNA testing is 6 to 8 weeks. While some testing can be shorter, if the provided sample fails any step of the process, the lab repeats that step up to three times in an attempt to obtain successful results. Therefore, the estimated completion of the test in question would have been June 19th to July 3rd at the latest, with a possibility that it could be completed at an earlier date.
  
  Records further show that ************** called our support line on June 11th stating that he wanted a refund because the testing was taking too long. Therefore, a refund was provided to him and the test was deactivated.
  
  Notwithstanding the fact that ************** received a refund,a free replacement kit was sent to him on June 18, 2024, and it has already been registered on ************** account. On that same date, ************** also requested the destruction of the saliva sample that was received by the lab. As of this date, we can confirm that the saliva sample in question has been destroyed.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21888253
  
  I am rejecting this response because:

  Dear ***** and the **************** Response Team,
  Thank you for your response to my complaint. However, I must express my disappointment as Ancestry has not taken any meaningful steps to resolve the issues I raised. The handling of this situation has been far from satisfactory, and I have observed several contradictions and misleading statements in your response.
  Key Issues and Contradictions
  Inconsistent Information and Delays:
  Despite being repeatedly assured that my son's *** results would be available by June 8th, 2024, this deadline was missed without any updates or accurate information provided. It was only after repeated contacts that I was informed of potential delays, contradicting earlier assurances from your agents.
  False Promises and Deactivation:
  On June 13th, 2024, I received conflicting emails. One email from Ancestry stated that my son's *** sample was being analyzed (email timestamped 9:08 AM), while another email from ***** at Ancestry Support (timestamped 10:46 AM) stated that the kit was deactivated due to the refund processed on June 12th, 2024. This inconsistency caused significant distress and confusion.
  Rude and Contradicting Agents:
  Numerous agents provided contradictory information and were dismissive of our concerns. For instance, in a chat on June 13th, 2024, agent ******* assured me that the kit was still active and that I would receive the results soon, which directly contradicted the deactivation notice I received via email on the same day. Such behavior from customer support is unacceptable and unprofessional.
  Unmet Promises of Follow-Up:
  I was assured multiple times that someone would reach out to me within 24 hours regarding the status of the *** sample. This never happened, further eroding my trust in Ancestry's customer service. My emails and chats clearly document these unmet promises and the lack of follow-up.
  False Assurances about Email Confirmation:
  Two different agents assured me that I would receive a confirmation email when the *** sample was destroyed. I have not received any such email, which is another false assurance provided by your support team.
  Lies about ***********************Refund:
  On June 11th, 2024, agent ******** assured me that a follow-up report would be submitted and I would receive the results soon, even after a refund was processed. This directly contradicts your claim that results cannot be provided once a kit is refunded and deactivated.
  Desired Resolutions
  Immediate Confirmation of Policy and Procedure:
  Provide clear documentation of Ancestry's policy regarding the destruction of *** samples, including the process and timeline for confirmation emails or notifications.
  Formal Apology and Accountability:
  Issue a formal apology addressing the repeated miscommunications, false promises, and the rude treatment by customer support agents. Additionally, ********************** should review and take corrective action regarding the conduct of the agents involved.
  Assurance of Compliance:
  Provide detailed assurance that Ancestry*** will adhere to all relevant federal and state laws regarding genetic information to prevent similar issues for other customers in the future.
  Compensation for Inconvenience:
  Offer appropriate compensation for the significant inconvenience and distress caused by these issues, including the time and effort spent resolving these matters.
  Conclusion
  Ancestry has not taken any meaningful steps to resolve the issues I raised. The persistent miscommunication, false promises, and rude treatment by customer support agents have caused significant distress to my family. I urge Ancestry to take these concerns seriously and work to improve their customer service and compliance practices.
  Thank you for your attention to this matter. I look forward to your prompt and comprehensive response.
  
  Email: *******************
  Sincerely,
  *********************
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/28/2024

  Title: ****** **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  June 28, 2024
  
  RE: ********************* -- 21888253
  
  To Whom It May ********************* you for forwarding Mr. ************* to us. 
  
  We sincerely regret any frustration or concern this matter may have caused **************. We appreciate his taking the time to share his concerns. We are able to confirm that the *** kit in question was, in fact, deactivated on June 12, 2024, and apologize for any incorrect information that was provided to him by any of our agents.
  
  We can confirm that the new kit that ************** has received has been registered. In light of the circumstances, we have added free priority processing to the kit. This means that when it arrives at our lab, it will move to the front of the line to begin processing. Please note that once the kit begins processing, it cannot be expedited. Estimated processing times may be provided online or by agents, however due to the fact that the lab reprocesses any step of the process which does not yield results, the normal time frame for full processing can be up to 6 to 8 weeks. For more information about lab processing as well as the priority processing that was added to his order, ************** may wish to review the following help article at the *** below:
  
  ************************************************************************************************
  ************************************************************************************************
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21888253
  
  I am rejecting this response because:
  
  Dear ***** and the **************** Response Team,
  Thank you for your follow-up response regarding my complaint. However, several critical issues and contradictions in your response remain unaddressed. Here is a detailed account of these issues based on the interactions and documents provided.
  1. Contradictions in Information Provided
  A. Kit Deactivation and Processing Status
  Ancestry's Response to BBB:
  Ancestry stated that the *** kit was deactivated on June 12, 2024, following my request for a refund on June 11, 2024, because the testing was taking too long.
  Contradiction:
  I did not request a refund due to delays. I requested a refund because Ancestry repeatedly lied to me, stating the *** results would be available no later than June 8th. After this date passed, each contact revealed that Ancestry did not know where the sample was and falsely claimed to have submitted follow-**** assuring that I would be contacted within 24 hours. These follow-*** never occurred. This sequence of events led me to believe the sample was lost and that no results would be received, prompting my refund request.
  Additional Contradiction:
  Ancestry claimed the kit was deactivated on June 12, 2024. However, I received an automated email on June 13, 2024, at 9:08 AM, stating, "Were analyzing your *** sample". This contradicts the deactivation date provided by Ancestry.
  B. Promises of **********************Refund
  Ancestry's Response to BBB:
  Ancestry implied that results could not be provided once a kit is refunded and deactivated.
  Contradiction:
  Multiple agents assured me that I would still receive the *** results despite the refund due to the inconvenience caused by Ancestry. This directly contradicts Ancestry's policy, as outlined by ********************* in the follow-up email on June 14, 2024, which stated that once a kit is refunded, it is deactivated, and results cannot be provided.
  2. Unaddressed Issues
  A. Lack of Accountability for Agent Behavior
  Unaddressed Issue:
  Ancestry's response did not address the rude and unprofessional behavior of their agents. Specific instances include agents providing contradictory information, dismissing my concerns, and failing to follow up as promised.
  B. Failure to Address Legal Compliance
  Unaddressed Issue:
  My complaint included concerns about potential violations of federal and state laws regarding the handling, storage, and destruction of *** samples. Ancestry's response did not address these concerns or provide any assurance that Ancestry*** is in compliance with these laws.
  Detailed Documentation of Issues
  A. Timeline of Key Events and Communications
  April 18, 2024: Purchased an Ancestry*** kit.
  April 25, 2024: Registered the kit online.
  May 8, 2024: The sample was received by the lab.
  June 11, 2024: Requested a refund due to repeated misinformation and Ancestry's failure to follow up.
  June 12, 2024: Ancestry processed the refund and deactivated the kit.
  June 13, 2024:
  9:08 AM: Email from Ancestry stating the sample was being analyzed.
  10:46 AM: Email from ***** stating the kit was deactivated due to the refund.
  Chat with ******* assuring me the kit was still active and I would receive results soon.
  June 14, 2024: Email from ********************* stating the kit was deactivated due to the refund and offering a free replacement kit.
  B. Specific Instances of Miscommunication
  Email from ***** (June 13, 2024): Confirms deactivation due to refund.
  Email from Ancestry (June 13, 2024): States the sample is being analyzed.
  Chat with ******* (June 13, 2024): Assures the kit is active and results will be provided.
  Chat with ******** (June 11, 2024): Assures results will be provided post-refund.
  Email from ********************* (June 14, 2024): Confirms that results cannot be provided post-refund and offers a replacement kit.
  3. Issues with Priority Processing
  Ancestry's Response to BBB:
  Ancestry claimed to have added free priority processing to the new kit, which means it would be moved to the front of the line upon arrival at the lab.
  Contradiction and Current Status:
  Despite the assurance of priority processing, the new sample was received by the lab on July 2, 2024, at 3:01 PM. However, there has been no movement in the processing of this sample, contradicting the claim that it would be moved to the front of the line.
  Desired Resolutions
  Clear Documentation of Policies: Provide clear documentation of Ancestry's policies regarding the destruction of *** samples, including the process and timeline for confirmation emails or notifications.
  Formal Apology and Corrective Actions: Issue a formal apology addressing the repeated miscommunications, false promises, and rude treatment by customer support agents. Detail the corrective actions taken to prevent such issues from recurring.
  Assurance of Legal Compliance: Provide detailed assurance that Ancestry*** adheres to all relevant federal and state laws regarding genetic information.
  Compensation for Inconvenience: Offer appropriate compensation for the significant inconvenience and distress caused by these issues, including the time and effort spent resolving these matters.
  Conclusion
  While the addition of priority processing for the new kit is a step forward, it does not address the fundamental issues raised in my complaint. The persistent miscommunication, false promises, and rude treatment by customer support agents have caused significant distress to my family. I urge Ancestry to take these concerns seriously and work to improve their customer service and compliance practices.
  Thank you for your attention to this matter. I look forward to your prompt and comprehensive response.

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

  

  Business Response

  Date: 07/12/2024

  Title: ****** **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 12, 2024
  
  RE: ********************* -- 21888253
  
  To Whom It May ********************* you for forwarding ************** response to us.
  
  Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events ************** describes,we did not meet this goal. His comments regarding his recent experience with our customer service agents will be used for coaching and training our employees. We can also assure ************** that Ancestry is already in compliance with the laws relevant to his request.
  
  Samples submitted with an Ancestry*** test may be requested for destruction at any time. This may be done by the following methods:
  
  By the customer contacting customer service and requesting the destruction of their sample.
  By the customer submitting an account deletion request when *** results are linked to the account.
  If the customer did not consent to bank their sample.
  If the sample is not activated within 180 days after arriving at our lab.
  If the lab was aware of the samples contamination during processing.
  If Ancestry decides to no longer store the sample for any reason (e.g. old container types, empty container, damaged containers, etc).
  
  In this case, our records show that ************** initiated a sample destruction request on June 18th by calling our customer service line. We sent an email to him confirming that we received his request and that his sample would be destroyed. We have confirmed in a previous response that the sample destruction was completed on June 24, 2024.
  
  We have reviewed the chat contact ************** initiated on the date on which he requested a refund of his *** kit to review where the miscommunication occurred. ************** asked the agent if we could submit a refund and also "check on the kit to see what happened. As previously stated in one of our earlier replies, the *** kit in question had only been in process for 5 weeks. Normal processing times for *** processing is 6 to 8 weeks. Ancestry does provide an estimated completion date on the *** status tab on the members account, but that date is dependent upon many factors, including whether the sample needs to repeat any of the 5 stages to obtain successful results. ************** was not promised that he would receive results after issuing a refund as a refund would invalidate the processing of the kit. However, he was told during the contact that we would review what had occurred with the sample he had submitted.
  
  However, in light of the circumstances and in addition to the refund he already received, Ancestry provided him with a free replacement kit as well as adding priority processing to the new sample submitted.Therefore, he will be receiving free *** testing for the sample in question. We wish to remind him that this process can take up to 6 to 8 weeks and that the date displaying as an estimated completion date is only an estimation. He can expect the results from his new test to be completed by August 27, 2024, at the latest.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21888253
  
  I am rejecting this response because:
  
  ### Response to Ancestry***s Follow-Up on Complaint ID: ********
  
  Dear Kaity and the **************** Response Team,
  
  Thank you for your response dated July 12, 2024. While I appreciate your acknowledgment of the issues I raised, there are still significant concerns about the handling and unauthorized storage of my *** sample, as well as contradictions in the information provided by Ancestry. These issues need urgent clarification and resolution.
  
  ### 1. Contradictions and Miscommunication
  
  #### A. Kit Deactivation and Processing Status
  **Ancestry's Statement:**
  - Ancestry claimed that the *** kit was deactivated on June 12, 2024, following my request for a refund on June 11, 2024.
  
  **Correction and Contradiction:**
  - Importantly, I did not call in about the refund. Our discussion regarding the refund occurred over live chat on Ancestrys website, not via a phone call as stated in your response. This misrepresentation needs to be corrected.
  
  **Reason for Refund Request:**
  - My request for a refund was not due to processing delays but because Ancestry repeatedly provided incorrect information about the whereabouts of the *** sample. Each interaction ended with Ancestry agents promising a follow-up call regarding the status of the sample, which never materialized. The repeated failures to follow through on these promises led me to request a refund.
  
  **Additional Information:**
  - During the live chat when the refund was processed, the agent not only processed the refund due to the significant inconveniences and misinformation but also reassured me that a follow-up for the sample was again submitted and that someone would contact me about it. Moreover, it was affirmed that if the sample was found, the results would still be provided to me.
  
  ### 2. Unaddressed Issues
  
  #### A. Lack of Accountability for Agent Behavior
  **Unaddressed Issue:**
  - Ancestry's response did not address the rude and unprofessional behavior of their agents. Specific instances include agents providing contradictory information, dismissing my concerns, and failing to follow up as promised.
  
  #### B. Failure to Address ***** Compliance
  **Unaddressed Issue:**
  - My complaint included concerns about potential violations of federal and state laws regarding the handling, storage, and destruction of *** samples. Ancestry's response did not address these concerns or provide any assurance that Ancestry*** is in compliance with these laws.
  
  ### 3. Dismissal of Critical Issues
  - Each response from your team has been dismissive of the critical issues mentioned, particularly regarding the unauthorized storage of my *** sample and the misleading information provided about its destruction. This pattern diminishes the seriousness of the concerns I have raised and suggests a lack of commitment to genuinely addressing them.
  
  ### Evidence of Miscommunication
  - I have all the chat transcripts to back the facts that Ancestry is lying about. These transcripts clearly document the contradictions and misinformation provided by various agents, supporting my claims.
  
  ### Desired Resolutions
  
  - **Clear Documentation of Policies:** Provide clear documentation of Ancestry's policies regarding the destruction of *** samples, including the process and timeline for confirmation emails or notifications.
  - **Formal Apology and Corrective Actions:** Issue a formal apology addressing the repeated miscommunications, false promises, and rude treatment by customer support agents. Detail the corrective actions taken to prevent such issues from recurring.
  - *********** of ***** Compliance:** Provide detailed assurance that Ancestry*** adheres to all relevant federal and state laws regarding genetic information.
  - **Compensation for Inconvenience:** Offer appropriate compensation for the significant inconvenience and distress caused by these issues, including the time and effort spent resolving these matters.
  
  
  While the addition of priority processing for the new kit is a step forward, it does not address the fundamental issues raised in my complaint. The persistent miscommunication, false promises, and rude treatment by customer support agents have caused significant distress to my family. I urge Ancestry to take these concerns seriously and work to improve their customer service and compliance practices.
  
  Thank you for your attention to this matter. I look forward to your prompt and comprehensive response.
  
  Sincerely,  
  *********************

• Initial Complaint

  Date:06/17/2024

  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 DNA kit from ancestry.com on June 12th of this year. I discovered on the 13th that I was double charged. I chatted with two different people on their help line but got no help. They said that they only showed one charge. I talked to my bank and they said that I couldn't list the second charge as fraudulent because I agreed to the original charge, but it would likely fall off on it's own. A few days later they had both processed through, so I tried calling Ancestry again. I talked to a representative who listed two unrelated charges when looking up my information by my card info. Then said there's only one charge. Then I talked to a supervisor who gave me the same runaround again. Finally I cancelled all charges, told them I would return the kit when it arrived and told them I just want my money back. Worst experience with a company I've ever had. And I still have to wait up to eight months to get my money back from the second charge!

  

  Business Response

  Date: 06/24/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  June 24, 2024
  
  RE: *********************** 21863600
  
  To Whom It May ********************* you for forwarding ************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
  
  While reviewing this matter, the system available to our phone agents only showed one charge within our system. However, upon further review, we were able to locate the duplicate charge in our back-end system. We sincerely regret any frustration or concern this matter may have caused ************.
  
  In light of the circumstances, we have issued a refund in the amount of $52.75 back to the account that was originally billed. The confirmation number for this transaction is *********. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  Upon receipt of her DNA kit, ************ will want to register her kit online to avoid any delays in receiving her DNA results. For her convenience, we have provided instructions in the *** below:
  
  **********************************************************************************************
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:06/15/2024

  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 didn't sign up for it. And they charged me $24.99 for a membership I didn't ask for. And are trying to tell me that because of company policy they aren't allowed to refund me even though I never purchased it.

  

  Business Response

  Date: 06/17/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  June 17, 2024
  
  RE: ***************************** 21854816
  
  To Whom It May ********************* you for forwarding Ms. ****** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Our records show that ************** initiated a two-week free trial of our website on May 20,2024. During the free trial, a small family tree was initiated. The auto-renewing nature of the trial was provided online as well as within the Terms and Conditions to which ************** agreed upon signup and had provided payment information during the initiation. Because the free trial was not cancelled, it automatically rolled into a paid membership on June 3, 2024.
  
  ************** then called our toll-free customer support on June 15th to cancel the membership and a refund of $24.99 was submitted during that call back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership was terminated effective June 15th,and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry