Business Profile

Genealogy

Ancestry.com

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Consumers should be aware that Ancestry.com/MyFamily.com uses an auto-renewal process that automatically charges the consumer for another year membership if the member does not cancel prior to the anniversary date. BBB files also indicate this business has a pattern of complaints concerning shipping/handling override coupon codes not being accepted.

Complaints

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

Customer Complaints Summary

829 total complaints in the last 3 years.
235 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/01/2024
Type:Product 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.
On May 29th, we noticed a charge on our Discover card for $106.05. I was not aware that we were enrolled, since November of 2022, for a service called "World Explorer" when we purchased our original DNA kit. Apparently, we signed up for this with an initial $1 fee. A fee of $84.83 has been charged on 3/1/23, 5/29/23, 8/29/23, 11/29/23, and 2/29/24, and has now increased to $106.05 without our receiving notification. We feel that this is a bait-and-switch practice. I would like to receive a refund at least for the last charge of $106.05. I contacted customer service at ********************** and they said that this was impossible.
Business Response
Date: 06/03/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************

June 3, 2024

RE: ****************************************** -- 21788719

To Whom It May ********************* you for forwarding ***************************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customerssatisfaction in the highest regard.

Our records show that an AncestryDNA kit was purchased in November of 2022 bundled with a World Explorer membership for $1 more. The nature of the $1 introductory offer was provided online as well as within the order confirmation email that unless cancelled, it would automatically renew at the regular price. Because the membership was not cancelled, it continued to renew at the regular price. A reminder regarding the upcoming renewals were emailed to the member one month prior to each renewal to remind her of the renewal and provided instructions on how to cancel if desired.Additional records show that searches were being conducted on the account all throughout 2023 and the beginning of 2024. If *************************************** wishes to review the activity on the account, she may do so by logging into her account and navigating to the following URL:

***************************************************

However, as a courtesy to ***************************************, we have made an exception to these refund policies and processed a refund of $106.05 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
Customer Answer
Date: 06/03/2024

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:05/22/2024
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 purchased Ancestry DNA over a year ago because I was interested in the perks and free features that came with it. This features, like trees, ethnicity and shared matches. How can a company sale something based off of features and then suddenly no longer offer those features to customers? I can see if your terms change for incoming customers, state that then, but how can you change terms that have already been agreed upon? I received zero notification of any changes. So now as new matches come in, on the results I already paid for, I can no longer see how we are linked, unless I pay you more? This is like false advertisement or holding my results as a ransom or something. Why am I required to now purchase a membership for something I already paid for under original and different terms? This is wrong and I can see more customers catching on and demanding justice for this issue.
Business Response
Date: 05/28/2024
Title:
Kaity, Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

May 28, 2024

RE: ******* **** -- ********

To Whom It
May Concern,

Thank you
for forwarding Ms. ****’s 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. **** has had access to DNA
results including special features at no additional cost since 2019.

AncestryDNA Plus™ is an affordably priced
semi-annual/annual membership that provides access to premium DNA inheritance
tools, 40+ personal traits, and new DNA features as they become available.
Access to paid records or family trees is not included.

Ancestry has released several new DNA features in recent
years. These features were included at no additional cost with an AncestryDNA® test for a limited time while in beta.

The Ancestry Terms and Conditions state:

“…By
using any of the websites, services, and mobile apps that link to these Terms
and Conditions (the “Terms”)…you agree to these Terms… we provide the Services
and the Ancestry Content to you on an “AS-IS” basis, meaning without any
guarantee or warranty…We are constantly working to improve our Services.
Ancestry frequently runs experiments and tests new features that may not be
available to everyone. Ancestry makes no promises that experiments or new
features will remain available or be expanded. Ancestry may add or remove
functionality or features from the Services, or adjust what services are
available based on your account type…”

To purchase or learn more about the AncestryDNA Plus™
membership, we have included a support article with further information 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: 05/30/2024

Complaint: ********

I am rejecting this response because:
The kit was advertised stating the interesting features that came with it. They were not presented as for a limited time. There were several features that were stated to be temporary, but components like ThruLines, and several others were part of the kit and experience. I can see you changing the terms for new customers who agree to the new terms upon purchasing new tests, but how can they advertise something to sell based on these cool features and a year to 2 later take them away and say oh you pay for it now. It’s included then not included. If that’s not bait and switch, I don’t know what is. I agree, if you start out letting customers know what is a sample and what isn’t, there is no confusion after it’s no longer available, but several features were definitely a part of the kit. I was able to see how I was related to a particular person, I was able to even see on which parent’s side we were related. Those features were a part of the kit I purchased. There is absolutely no point in the test because they are charging for basically everything except for the ethnicity and the notification that someone is related to you. Everything that came with it was removed and turned into something customers now needs a membership for.

Sincerely,

******* ****
Business Response
Date: 05/31/2024
Title: Kaity, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ******************************

May 31, 2024

RE: ******* ****
-- ********

To Whom It May Concern,

Thank you for forwarding Ms. ****’s response to us.

Section 11.1 of the Ancestry Terms and Conditions states:

“We may modify these Terms at
any time and agree to notify you of any material changes by posting information
through the Services or sending you an email. Material changes become effective
thirty days after they are posted, except for changes addressing new Services
or legal requirements, which will be effective immediately. Your continued use
of the Services means you accept the modified Terms. If you do not agree to the
changes, you should stop using the Services and, if applicable, cancel your
subscription.”

Our records show that Ms. **** paid a one-time
payment of $59 plus shipping in May of 2019 for the processing of the DNA kit
in question. Since that time, for the past five years, she has had access to
the special features at no additional cost and has had no additional charges to
her account.

Last year, when the change
was announced, site banners were added to alert members of the change.
Depending on the type of update, changes may also be sent out via email or
posted on the Ancestry® corporate blog:

****************
****************

We hope this information will answer any
outstanding questions and assist Ms. **** with communicating any future
updates.

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:05/21/2024
Type:Product 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.
May 1st $111.99 paid to Ancestry.ca for ************ didn't work. Contacted many times going in circles, Nothing worked.
Business Response
Date: 05/22/2024
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 22, 2024

RE: *************************** -- 21742605

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 **************** called our toll-free support line on May 20th and spoke with a supervisor who walked her through downloading the *** file for the return label and instructing her to print the label and drop it off at the post office.

However, if **************** prefers instead to cancel her order and obtain a refund, she may contact us at ****************************************** for a refund.

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: 05/22/2024

Complaint: 21742605

I am rejecting this response because: This is an unsatisfactory response. The problems were never corrected including the second label . Total runaround with fixing the problem was extremely upsetting. Evidently this label problem has been reported by many others to no avail. We expect businesses to be easier to deal with. When customers have a problem simply correct it rather than sending messages about how did the agents perform.
This is deceptive and Canadians do not accept this type of practice.

Sincerely,

*************************** & *********************
Business Response
Date: 05/24/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 24, 2024

RE: *************************** 21742605

To Whom It May ********************* you for forwarding **************** response to us.

We sincerely regret any problems **************** has had with printing her label. We have not heard widespread reports of this issue and recommend she check her printer settings, or she may call our toll-free support line for additional assistance at 1-800-ANCESTRY as we are unable to assist within this line of communication.

As a courtesy to her, per her request in her original complaint, we have issued a refund in the amount of $111.99 back to the account that was originally billed. The confirmation number for this transaction is 480334661.Please note that it can take between 5-7 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 Mr. or ***************** 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
Customer Answer
Date: 05/24/2024

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:05/21/2024
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.
Feb 2024 $99.95 May 2024 $99.95
Business Response
Date: 05/22/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 22, 2024

RE: ********************************* 21742345

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.

We apologize for any frustration this situation may have caused. Based on the information provided to us, we cannot locate the charges in question with Ancestry. The account linked to the email address ********************* provided has not been charged since August of 2021. This indicates that the charges are stemming from an account linked to an alternate email address. Additionally, the amount and dates of the charges indicate that it is a quarterly subscription which is only available when ordering an AncestryDNA kit as part of a bundle (DNA kit plus a membership for $1 more as an introductory offer). If the membership is not cancelled, it will automatically renew at the regular price. Therefore, ********************** may wish to consider whether she purchased a DNA kit on another individuals account around November of 2023.

Because we have been unable to locate the charges, we would ask that ********************** please contact us at ****************************************** with any of the following information:

Order Number or Cancel Confirmation number
Full Name
Full Address, Including Zip Code
Any Alternate Email Addresses or Usernames Used
First Six and Last Four Digits of Card Charged
Date and Amount of Latest Charge

If the charges in question went through PayPal, any of the following information may be necessary:

PayPal Billing Agreement ID
PayPal Invoice Number
PayPal Transaction Number

Once we have received this additional information, we would be able to revisit the original request.

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:05/17/2024
Type:Customer Service 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.
My subscription was due to renew on May 17, 2024. Last week, I canceled my subscription using Ancestry.coms website. I went through all the steps they required to cancel, and the site gave a confirmation number and get a confirmation number. On May 17, I was billed via PayPal for $259 for subscription renewal. Today, I contacted Ancestry trying to explain my situation, only to receive a comment that they will not be issuing a refund due to my canceling after the business cycle. There's no way to contact them directly to get this handled. There's only a maze to try and get ahold of someone. This is outrageous because I've been a paying customer in the past for their services.
Business Response
Date: 05/20/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 20, 2024

RE: ********************* 21727988

To Whom It May ********************* you for forwarding Mr. ****** 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 Mr. ****** previous subscription period was from November 16, 2023,through May 16, 2024. Therefore, his subscription automatically renewed on May 16th and was subsequently cancelled the next day on May 17th which was the same day the payment was collected.

As a courtesy to **************, we have issued a refund in the amount of $259 back to the account that was originally billed. The confirmation number for this transaction is *********. 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 ************** becomes 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: 05/20/2024

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:05/16/2024
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.
My subscription was due to renew on May 1, 2024. But, i cancelled my subscription using Ancestry.coms website. On May 2, my bank notified me that a charge for ****** was charged against my account. I immediately contacted my bank next to issue a refund due to the nature of this charge that I did not authorize. Since it was useless to request a refund from Ancestry and when i did was told :no refund! My bank issued a refund and the very next day Ancestry charged it back . It seems i am not the only complaint about their unscrupulous subscription tactics. Getting charged for a service I cancelled and will not be using is dishonest on their behalf, to say the **************************************************
Business Response
Date: 05/20/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 20, 2024

RE: ******************************************** 21722552

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 the subscription in question was due to renew on May 13th.Records show that it was not cancelled online until May 14, the day after the subscription renewed.

As a courtesy to *************************************, we have issued a refund in the amount of $169 back to the account that was originally billed. The confirmation number for this transaction is *********. 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 ************************************* becomes 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
Initial Complaint
Date:05/15/2024
Type:Product 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.
Ancestry.com took money for a transaction that I did not agree to I canceled my subscription with them April 29th 2023 they debited my card for $108 I requested a refund and even tried to reach someone threw customer support with no response I am not happy with the services and they are very expensive unfortunately I can not afford to pay such high subscription fees and I will not be using their services I wish to close my account with them completely as this seems to be a scam .I will be filing a complaint with the attorney general office and the ftc for consumer complaint
Business Response
Date: 05/20/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

May 20, 2024

RE: ***** ****** – ********

To Whom It
May Concern,

Thank you
for forwarding Ms. ******’s 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. ****** has initiated multiple free trials and has had multiple
subscriptions linked to her account in the past. At one time, Ms. ****** did
have a free trial that she cancelled in April of 2023. However, she then again
initiated another free trial a few months later in July and records show that
searches were conducted on the website at that time. Her subscription was once
again cancelled until another quarterly subscription was re-initiated for $1 on
January 17, 2024. This $1 offer was an introductory rate and would automatically
renew at the regular price if not cancelled. Because the membership was not
cancelled, it automatically renewed on April 17th, but payment was
not captured until May 1st. Additional records show that the tree
linked to the account was most recently updated on May 4, 2024.

As a courtesy to Ms. ******, we have issued a refund in the
amount of $108.25 back to the account that was originally billed. The
confirmation number for this transaction is***-***-**** 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 Ms. ****** becomes 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: 05/20/2024

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:05/15/2024
Type:Product 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 signed up for a free 14-day trial with Ancestry.com on April 28th, with an agreement that I had until May 12th to cancel without incurring charges. However, starting from the morning of May 12th, I faced issues with their website that prevented me from cancelling the subscription. The site continuously reset and opened new pages every time I attempted to cancel. Despite these technical issues, after multiple attempts and following the cancellation prompts, I clicked the "Cancel Subscription" button, which led me to another page. I assumed that this action had successfully cancelled my subscription, but I received no email confirmation to verify this.On May 13th, I continued to face the same issues and also encountered unhelpful customer support. Both their ***** phone line and online chat reported high volumes and did not provide any assistance.Due to a medical emergency, I had to stop my attempts as I was admitted to the hospital on May 13th and discharged on May 15th. Upon checking my bank account, I noticed that Ancestry.com had already withdrawn $63.83 on the morning of May 15th. Despite explaining the situation to a customer service rep after my discharge, I was told that I should have cancelled by May 11th, contradicting the initial information provided about the trial period ending on May 12th. The representative denied any possibility of a refund, which is necessary for my medication expenses.This issue has caused significant financial strain and stress, particularly detrimental during my medical recovery. Misinformation and technical problems at Ancestry.com have directly affected my well-being.I seek a full refund of $63.83, as I was misled about the cancellation process and faced technical barriers. Additionally, I experienced customer service failures that prevented resolving the issue timely. This refund is critical for my ongoing health needs. I also urge Ancestry.com to address these issues to prevent future customer grievances.
Business Response
Date: 05/20/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 20, 2024

RE: ******************************* 21715646

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.

As a courtesy to her, we have issued a refund in the amount of $63.83 back to the account that was originally billed. The confirmation number for this transaction is *********. 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 ************************ becomes 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: 05/25/2024

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:05/14/2024
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.
There is a $25 cancellation fee in addition to the free trial automatically switching to the 6 month sub.
Business Response
Date: 05/20/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 20, 2024

RE: ***************************** -- 21708408

To Whom It May ********************* you for forwarding Mr. ********* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.

Our records indicate that ******************* initiated a free trial on January 30, 2024, for a World Explorer subscription and chose the option of a semi-annual subscription billing monthly. The full six-month price for the subscription type chosen was billable monthly at $24.83 per month plus applicable sales tax. The subscription type also stipulates that a $25 cancellation fee will be incurred upon early cancellation, or the remainder of the full subscription price, whichever is less. The following information is provided to the member during the checkout process when ordering the free trial and entering credit card information. It is located above the button clicked on to start the subscription:

By clicking Start membership, you agree that:

Automatic Renewal: You will automatically be charged $24.83 plus applicable taxes every month during your 6-month subscription. Your subscription will automatically renew beginning [date of 6-month ending] until you cancel. To cancel your subscription, visit My Account or contact us at least two days before your membership renews to avoid being charged for the next billing cycle. After 14 days, if you cancel before the end of your subscription, you may be charged a cancellation fee of up to $25.

Additionally, this information is provided in the free trial order confirmation email sent to the member after signup in the section detailing the membership they initiated. In this case,the email was sent to ******************** on January 30th, including the following excerpt:

Please note that youll be billed $24.83 after 14 days. Even though you will be billed monthly, you are committing to the entire length of your 6-month subscription. If you choose to cancel earlier, you will not be eligible for any refunds, but you will retain access to your services for the remainder of paid months. If you cancel after your free trial ends, you will be charged a cancellation fee equivalent to the lesser of $25 (plus applicable taxes) and the remaining of your 6-month subscription.

Because Mr. ********* paid membership began on February 13th, two weeks after his trial, his semi-annual subscription was scheduled to end on August 13, 2024. Our records show that he cancelled online on May 14th, three months prior to the end of his subscription.However, we have made an exception to these refund policies and processed refunds for the monthly charge of $26.47 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 his family history, he may continue to use the free services found on Ancestry even now after his 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:05/14/2024
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.
Bought a test kit and sent it in. I registered it with their Ancestry App. All seemed well--updates in the App said that they were extracting and handling the **** and email updates kept happening. Then today I get an email that they can't extract the *** now, and they want me to select a new *** kit "for free," to start the process over. I click on their emailed links and even try to navigate it through the App, and any way I do it, it is trying to force me to pay ANOTHER $100 for the kit--no option to get it for free.Then I try to contact Ancestry, and you can't get a person at all. Their website refuses to link the App login to my registered email, that they have been emailing me about my linked *** kit (herein lies the absurdity). So then I log in with the email address that they emailed me at (and obviously they've associated my test kit with that email address due to their many prior emails), but the site says--you guessed it--to link a kit, or PURCHASE another one for $100. And then I once again try to link the test kit (that the App says I've linked with the App and that email)--but I can't link it to my email and it creates a new account. WHAT? Who came up with this? And again it wants me to pay another $100. Pure scam. I want my $100 back.
Business Response
Date: 05/20/2024
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 20, 2024

RE: *************************-- 21707132

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 any frustration or confusion this matter may have caused the member. Unfortunately, we are unable to locate an account linked to the email address ****************** provided. This typically indicates that the account was linked to an alternate email address within our system. If she has any questions about the login credentials for her account, she may wish to verify her account with our toll-free support agents available at 1-800-ANCESTRY. Additionally, we were unable to locate payment information regarding an Ancestry*** order. If she placed her order through Amazon, she will need to contact them regarding any questions she may have regarding their refund policy.

When our laboratory is unable to obtain successful results for a sample, a free Ancestry*** test is offered to the individual. In this case, if ****************** is able to log into her Ancestry account within a browser,she may navigate to the *** Summary page on our website in order to accept the free replacement for her *** test. For more information about this process, she may wish to review the following help article on our website:

**********************************************************************

Alternatively, she may reach out to us at ****************************************** with her preferred physical address where we may send her complimentary test replacement.

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: 05/20/2024

Complaint: 21707132

I am rejecting this response because:
This is a non-answer. They are telling me that they do not have an account associated with any of my email addresses, yet I am sitting here staring at 4 separate emails they sent me: 1) a "Thanks for being part of Ancestry!" on March 30, 2024; 2) a "Your AncestryDNA Kit has been activated," also on March 30, 2024; 3) a "changes made to your account settings" email on March 30, 2024 (when I changed my username from their alphanumeric to my name, *************************), and 4) the email May 13, 2024 that is titled "New DNA sample required," notifying me of the problem with the test kit.
If they don't have any email associated with my name, then how did they send me these 4 emails over almost 2 months' time on my account? More proof that this company is a scam.

Sincerely,

*************************
Business Response
Date: 05/22/2024
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 22, 2024

RE: ************************* -- 21707132

To Whom It May ********************* you for forwarding Ms. ******** response to us.

Because of our strict account verification guidelines, we are unable to provide account specific information unless the account is properly verified. Per our previous response, we did not indicate that an account could not be located altogether, but simply that an account could not be located linked to the email address ****************** provided within her complaint.This would indicate that it is linked to an alternate email address. Some individuals who choose to initiate an account via Apple will obtain a private relay service to hide their email address when using an app. ****************** may wish to verify whether this was done when her account was initiated.

We wish to confirm that when a member is able to properly log into their account, they would be able to accept the free replacement kit offered. If ****************** is logged into her account within the ********************** app, she may wish to navigate to her account settings by clicking on the small circle in the top left corner of her screen and scrolling down to Account under the Settings menu. She will then be able to see the email address currently linked to the account.

Alternatively, we also provided her with our direct email address where she may contact us ******************************************** to provide us with her preferred physical address where we may send her free replacement kit. However, we have not yet received this information from her. We ask again that she provide this information so that we may send her replacement at her earliest convenience.

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: 05/24/2024

Complaint: 21707132

I am rejecting this response because:
More non-answers. Yes I bought it at Amazon--but it's been used and sent to Ancestry. It's not proper for me to get Amazon to try refund me. If you don't respect Amazon's kits, then why are you selling them on Amazon?
They also clearly still have an email associated with me, because in fact they sent me several emails regarding the status of my kit. Why aren't they addressing that fact? And if they do have my email, then they know what kit I have. So their responses here are absurd.
Also, if they don't want us to use the apple app, why do they have it?? I can't help it that their app assigned me a ridiculous non-existent email address and that their app will not let me change the address to my name.
Their repeated responses only confirm to me that they are taking people's money with little or no intention of providing the service they allege to provide.

Sincerely,

*************************
Business Response
Date: 05/28/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 28, 2024

RE: ************************* -- 21707132

To Whom It May ********************* you for forwarding Ms. ******** response to us.

We have answered each of Ms. ******** questions in our previous responses. We have not indicated that an account cannot be found, but only that due to our strict privacy and account verification guidelines, we are unable to provide account-specific information unless the account is properly verified. In this case, ****************** has indicated that she cannot verify the email address for her account. Because of this, we are unable to provide information that we would otherwise be able to provide.

This being said, if ****************** received a message that there was a problem with her DNA sample, it is typically because there was not enough DNA or skin cells within the sample to complete processing and a new sample would be needed.

If a member is unable to properly verify their account, we cannot simply change the email address on the account to another email address while still maintaining a secure and private system.

Additionally,Ancestry does accept AncestryDNA kits purchased from approved third parties such as Amazon. However, because Ancestry did not collect the funds, we would be unable to provide a refund for the kit in question.

We have provided our email address to her multiple times so that she may provide us with a physical address where she would like to have a replacement kit sent.However, she has not yet contacted us to provide that information. Otherwise,she may contact Amazon for a refund since they are the company who collected funds for the test.

Unless ****************** contacts us with an address where we may send her replacement kit, we have done all we can for this member regarding this particular concern. Again, if she wishes to provide us with an address for a replacement, she may email us at ******************************************.

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: 05/29/2024

Complaint: 21707132

I am rejecting this response because:
More non answers. I get the lack of refund. But their own system faults are to blame--I can't control that their App is horrible and won't allow me to change the email address. It's listed as ******************************* How am I supposed to control that their App won't let me change the address??? They are acting like the problem is privacy, when they know very well who I am. They have been emailing ************************ the same email associated with this compliant. I have given them all the information they want. There is no reason they couldn't send me a new test kit, knowing I am who I am, because they personally keep emailing me at that address.
What a horrible, frustrating company that completely ignores the obvious: they know who I am, they know my email address, they know my sample doesn't work, and they know how to fix it (send me a new kit). Instead, they attempt to assign blame to me, for 1) buying it on Amazon when they allow this to happen 2) not having my email on their own App reflect my email that they are emailing me about, and 3) not being able to update their horrible app with the email they know for sure that I have.
The constant negative complaints on BBB about this company says more than anything about this company and their absurd handling of this. Get your app straight. Get your computer systems straight. If you are emailing a person's email that is different from their app email, don't blame the customer for the 2 not linking when it's YOUR app and YOUR programs. It's very obvious that this company benefits from selling kits on Amazon that don't work and yet shelters the company from issuing refunds. I will never do business with them again and will advise all my family and friends to use any other DNA service other than this one. I've used 23 and me for years, and they would never handle customers the way ********************** has.
Sincerely,

*************************
Business Response
Date: 05/31/2024
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: ******************************************

May 31, 2024

RE: ************************* -- 21707132

To Whom It May ********************* you for forwarding Ms. ******** response to us.

Per our previous responses, Ancestry enforces strict privacy and account verification guidelines to safeguard the information on Ancestry accounts. Therefore, we cannot divulge account-specific information via public forums.

However, ****************** has now indicated that she knows the email address currently linked to her Ancestry account. If she is logged into her account and is unable to update the email address to another email address,it is typically because another Ancestry account already exists with that email address. This would explain why ****************** receives emails to the email address she wants to link to her account.

Because ****************** knows the current email address on her account, she may contact our toll-free support line at 1-800-ANCESTRY and properly verify her privaterelay.appleid.com email address on her account. Once the account is verified, she may ask the agent to update the email address. She should note that the email address must be one that she has access to yet is not already linked to an Ancestry account.

If she wishes to delete the account currently linked to the Gmail account she indicated in her response, we have provided instructions below to do so:

***********************************************************************************************

Additionally, ****************** indicates in her response that there is no reason they couldnt send me a new test kit. We have previously requested three times that ****************** email us at ****************************************** with her preferred physical address where we may send her a replacement test which she has not done. Therefore, we request again that she send us her address so that we may provide her with a replacement test, or she may call our support line to request the free replacement test.

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: 05/31/2024

Complaint: 21707132

I am rejecting this response because:
This is absurd. If I didn't have all of this in writing, no one would believe it. Actually, I take that back, because everyone on BBB also complains about this horrible business. It's their way. I guess Ancestry enjoys the convoluted, non-answers they give. They enjoy giving the runaround after people spend their money on Amazon.
Do not send me a test kit. I'm done with Ancestry. My recourse is to never do business with them again and to spread the word. Ancestry got what they wanted: a dumb schmo who plunks down $100 for a kit and gets NOTHING in return. Nice job, Ancestry. Sleep tight knowing you're s******* everyone.
And I will share my personal experience with everyone.
I DO NOT WANT FURTHER CONTACT FROM ANCESTRY ANY MORE.
Sincerely,

*************************

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