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
- 830 total complaints in the last 3 years.
- 232 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/13/2024
Type: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.
They promote a refer-a-friend rewards program on their website in multiple locations. The basic concept of the program is that you, the referer, will receive a $10 Amazon gift card and the referred will receive a 15% discount at checkout when purchasing a DNA kit per person (applied to only 1 DNA kit per person) that uses the referral code. Upon follow the necessary steps to fulfill the requirements to be eligible for the refer-a-friend rewards neither of the benefits actually work. The discount is not applied at check-out for the one being referred and thus there is no way to actually receive a 10$ gift card for referring. When I reached out to customer support they indicated that it was not them that was offering the promotion but that AMAZON was. This is clearly not the case as the promotions are located on Ancestry.com and the links though do not function as advertised do send you to the Ancestry website to purchase a DNA kit. The only clear affiliation that AMAZON has is that they are the ones providing Ancestry with the gift cards. This is in my opinion a clear case of false advertising.
Business Response
Date: 03/18/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************
March 18, 2024
RE: Mr. ***** ********* -- ********
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.
We sincerely
regret any frustration this matter may have caused and for any misinformation Mr.
********* may have been provided by any Ancestry agents. The referral discounts
and associated Amazon cards are indeed offered by Ancestry and not directly by
Amazon.However, we
do not have enough information to fully research why the referrals in question did not trigger the associated reward(s).
Therefore, we ask that Mr. ********* contact us at [email protected] with the names and email addresses of the individuals with whom he shared his
referral link who placed DNA orders so that we may further review his request.
If you have
any questions regarding this matter, please do not hesitate to contact us at
###-###-####.
Sincerely,
Kaity
Executive
Response Team
AncestryInitial Complaint
Date:03/13/2024
Type: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 death certificate from archives.com 12/28/23. I have never received this. I call them to get my money back and am informed there's a $15 cancellation fee! They say the state I requested it from is not public and needed more information. That should have been reported when I ordered it and they state they tried to reach out to be but I have no emails and no voicemails. This is a huge scam!Business Response
Date: 03/18/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 18, 2024
RE: ************************* -- 21426970
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 sincerely regret any frustration this matter may have caused **************. Our records show that a chargeback was submitted for the charge of $62.78 through PayPal. In cases like these where a customer has initiated a chargeback process, we are obligated to follow through on that process. The Case ID for the chargeback is PP-R-LUH-519187277.
If ************** is interested in further updates regarding this chargeback, we would suggest contacting PayPal. They will be able to provide him with answers to any additional questions regarding the status of his chargeback request.
We apologize for any inconvenience caused and appreciate his patience in this matter.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:03/10/2024
Type: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 paid Ancestry.com to do some research, which is a monthly subscription. They sign you up for a 6 month 'contract' (not obvious at the time) and if you cancel before that time, they charge a $25 penalty. That is a stupid customer service decision. I don't care about getting a refund, but I think people should know about this.Business Response
Date: 03/12/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 12, 2024
RE: ******************* -- 21413296
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 indicate that *********** initiated a free trial for a US Discovery 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 $16.50 per month. 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 $16.50 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 November 11, 2023, including the following excerpt:
Please note that youll be billed $16.50 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.
However, *********** called our support line on March 10th and an exception was made to these refund policies. Refunds of $16.50 for the most current monthly charge and $25 for the cancellation fee were processed at that time. These refunds were 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
AncestryCustomer Answer
Date: 03/13/2024
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. My only comment is that these kinds of stipulation occur in the midst of a lot of verbiage that no one reads because they come with every single subscription, including your phone service, TV service, etc. To avoid complaints, I just want Ancestry to know that they should make that stipulaton much,much more noticeable - like in large print right next to the box where you choose the subscription.
*******************************************Initial Complaint
Date:03/08/2024
Type: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 purchased a DNA service with ancestry.com which included a membership. When I purchased the dna kit they placed my credit card on file. I didnt request a renewal of the membership; however they renewed it automatically and when I requested the refund while the charge is still pending they refused. Ive not used the account at all.Initial Complaint
Date:03/07/2024
Type: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.
Approx. 12/25/2023 I was told they received my sample and it would take about 8 weeks for the results. I expected to receive them by mail not e-mail. I know for a fact I am 50% German on my Fathers side. I wanted to find out more about my Mom's side of the family. She told me there was German and English and maybe French. My Uncle told me Irish as well. Finally found my results. I had to get them online (not by mail as I thought). It was confusing and the person that was helping? me was clearly not happy doing so. My results was 33% German 27% Irish 9% English and a bunch of other odds and ends. 23% was ****** and *******.. I know these results are false. I said I wanted a refund when I spoke to them today 3/7/24 and was told I can't get one because I used the kit. If I did not use the kit I would not have found out I was cheated.Business Response
Date: 03/12/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 12, 2024
RE: ******************* -- 21401319
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.
As advertised on our website, DNA results are provided online within the customers account. In addition to the ethnicity estimate, ************ is also provided with a list of biological matches who have also submitted their DNA samples for matching purposes. The match list is continuously updated as new customers submit their samples if they are a biological match, and the ethnicity estimate is updated as the technology of estimating ones ethnicity through DNA advances. Our records show that ************ has had access to her DNA results since December 30, 2023, when they were posted to her account.
We are confident in the accuracy of the results with our current algorithm for determining ethnicity, and as the science behind ethnicity estimation improves,************** results *** be refined in greater detail.
We recognize that her ethnicity estimate *** not be what she expected as she stated that she believed that she was 50% ****** instead of 33% ******. However, even though one side of the family came from ******* does not mean that those individuals were 100% ****** themselves as due to world history, many societies have experienced the mingling of cultures. If ************ has any questions regarding her ethnicity results, she *** wish to visit the help articles at the following URLs:
************************************************************************************
*****************************************************************************
Because ************* DNA test has already been processed and she has received her results,her order is no longer eligible for a refund. However, we would be willing to provide her with a free 6-month World Explorer membership (a value of $169) to assist her with her family history research. To accept this offer, she *** contact us at ********************************************** her convenience, we have provided a URL below for more information regarding the benefits of combining DNA results with a membership to access historical documents:
********************************************************************************************
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:03/07/2024
Type: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.
They charge a subscription fee, despite not signing up for a subscription, based on credit card information saved after a purchase. I have the original invoice that does not include any subscription. But they have a policy refusing refunds on subscriptionsInitial Complaint
Date:03/06/2024
Type: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.
3/4 I purchased a membership for ancestry. I was told by a friend there are perks that was false once I bought the membership and saw for myself. I spoke to customer service less than ***** later asking for cancel and refund. They canceled but no refund. I want a refund as well. Thank youBusiness Response
Date: 03/11/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 11, 2024
RE: ************************* 21396862
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.
Per section 2 of Ancestrys Renewal and Cancellation Terms, monthly subscriptions may be cancelled any time prior to the renewal, but are not eligible for a refund except in specific situations which do not apply to the situation ************ describes.
************ then called the day after her membership began and was provided with this information. During her call, a refund of $54.99 was provided on March 5, 2024. The confirmation number for this transaction is 475015752.The access to the databases associated with this membership was terminated at that time, and there will be no future billing from Ancestry. Because 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, *********** should have already received her refund. If she has any questions regarding its status, we recommend that she contact her financial institution for more information.
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
AncestryCustomer Answer
Date: 03/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was told on the phone call that I wouldn't receive a refund. Apparently they did give one, thank you.
Sincerely,
*************************Initial Complaint
Date:03/06/2024
Type: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 had signed up for Ancestry.com last year and renewed my subscription one time. I paid small monthly rates and introductory rates which I extended through February of this year. I have not used the site for months and my understanding was that that was the end of my membership and that my last payment ended my subscription. Today I saw Ancestry had billed my credit card for $169 for something called a World Explorer membership. I received no notice of renewal and believe this their policies are deceptive and Ancestry is deceiving subscribers to increase profits. Their website does not clarify that i would be charged for an auto renewal AND at a much higher level and rate than before. When I contacted them today their response was too bad for you. I am 76 years old and on social security and this hits me hard. I believe Ancestry is unethical and makes money thru bad business practices.Business Response
Date: 03/11/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 11, 2024
RE: ************************* 21394321
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 quarterly (3-month) World Explorer membership for $1 on June 21, 2023, and was due to renew on September 21, 2023. However, it appears that she upgraded her membership on September 4th to a semi-annual (6-month) membership, due to renew on March 4th. The auto-renewing nature of our memberships is explained both online as well as within the order confirmation emails which are provided to the purchaser after an order is completed. Additionally, we sent an email to **************** on February 2, 2024, reminding her of the upcoming subscription renewal and charge.However, her membership was not cancelled and automatically renewed on March 4th.
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
AncestryCustomer Answer
Date: 03/13/2024
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:03/05/2024
Type: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 experience with Ancestry.com has been nothing short of infuriating. I made the mistake of signing up for their service, only to be met with deceitful billing tactics and poor customer service.
When I realized that I couldn't afford another six months of service and promptly canceled my membership on the very day the automatic renewal started, I was shocked to be informed that I still had to pay for the additional six months. It's unacceptable that they would penalize customers for trying to manage their finances responsibly.
Despite canceling my membership and no longer having access to their service, I continue to be charged for the next six months. It's beyond frustrating to be paying for a service I no longer use or want.Business Response
Date: 03/06/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************
March 6, 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.
Our records show that Mr. ******* had an All-Access Family
Plan which was set to automatically renew on March 1, 2024. We sent an email to
him on February 1st to remind him of the upcoming renewal and
charge. However, his membership was not cancelled and therefore automatically
renewed on March 1st.
However, as a courtesy to him, 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 Mr. ******* 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
AncestryCustomer Answer
Date: 03/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *******Initial Complaint
Date:03/05/2024
Type: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 have been getting charged under the description of archives.com but do not have a subscription with ************ website wont let me stop them charging me. I never authorized any payments to them because i do not use their services & never did.Business Response
Date: 03/06/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 6, 2024
RE: ******************* 21385907
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 Archives. Because of this, we would ask that she 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
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