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

827 total complaints in the last 3 years.
233 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:01/22/2024
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.
Unauthorized Auto-Renewal Charges:On Jan. 19th, I discovered a charge of $53.19 on my credit card statement from Ancestry.com. Upon further investigation, I realized that this charge was for the auto-renewal of my Ancestry.com membership. I did not receive any prior notification or authorization for this renewal. As a consumer, I believe it is my right to be informed and give consent before any charges are made to my account.Difficulty in Canceling Membership:Subsequent to discovering the unauthorized charge, I attempted to cancel my Ancestry.com membership to prevent any further charges. However, I have encountered significant challenges in doing so. I followed the cancellation procedures outlined on the Ancestry.com website, but the system did not allow me to complete the cancellation process. I made multiple attempts to do so and each time I faced the same issue.Requested Action:I am seeking the following actions to resolve this matter:a. A full refund of the unauthorized charge of $53.19.b. Immediate cancellation of my Ancestry.com membership without any further charges or cancellation fees.c. An investigation into Ancestry.com's billing practices to ensure compliance with consumer protection regulations.I believe that Ancestry.com's actions in unauthorized billing and failure to facilitate membership cancellation are not just inconvenient but unethical. As a consumer, I expect transparency and fair treatment, which I feel has been compromised in this situation.Thank you for your prompt attention to this matter. I look forward to a swift resolution and appreciate the Better Business Bureau's role in advocating for consumers.
Business Response
Date: 01/26/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

January 26, ****

RE: *********************************** 21184243

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.

When initiating a free two-week trial of our website, members are provided with the following information. It is provided just above the Start free trial button:

By clicking Start free trial, you agree that:
After your 14-day free trial ends, you will automatically be charged $49.99 plus applicable taxes every month beginning January 17, ****, until you cancel.

They are then provided with information on how to cancel the free trial. Additionally,this information is also provided via email after their order for the free trial is placed. However, the trial was not cancelled and rolled into a paid membership.

However, as a courtesy to ****************, we have issued a refund in the amount of $53.19 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: 01/29/2024

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:01/20/2024
Type:Sales and Advertising 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 trial of ancestry.com on 1/5/2024 to do some quick investigation after a death in the family while I am homebound and unable to get to a library. To my knowledge this was something that would revert to a monthly (month to month) payment if I did not cancel before the trial expired. I received no advance notice at all (double checked the inbox for the email the account was associated with) that the free trial was expiring (which is always standard on any other subscription service I've used) until I got a message from PayPal (not Ancestry) that I had just submitted a payment to Ancestry via paypal for the amount of $33.32, the month to month (not contract) monthly price. I immediately went to cancel so that I would not be charged further, only to be told the only way to cancel was to instantly also pay an additional $25 cancellation fee, for a total of nearly $60.This is absolutely devastating on a fixed income with currently high medical expenses, and the way this was done with no warning is so unethical. Back in better health/economic times (10 years ago or so) I had an Ancestry.com account for awhile (under a different email) when doing some family genealogy and nothing remotely this underhanded (or expensive) had happened at that time so I was additionally blindsided.
Business Response
Date: 01/24/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************

January 24, ****

RE: ***************************************** -- 21173282

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 indicate that *********************** initiated a free trial 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 $32.99 per month plus applicable 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 $32.99 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 5, ****, including the following excerpt:

Please note that youll be billed $32.99 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.

Records further show that ************************ did not cancel her free trial. However, as a courtesy to her, we have made an exception to these refund policies and processed refunds for the monthly charge of $33.32 and the cancellation fee of $25. These refunds have been issued back to the PayPal 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 her PayPal account, 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: 01/24/2024

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:01/19/2024
Type:Customer Service 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 have Find a Grave ******** **** 3:16-g and Gravers are jacking up my Family Memorials with no ending in my Favor since 12-25-23 till 1-19-24 as these Gravers constantly are Harassing me and are Stealing my Information off my Family Graves and Stealing my Grave Memorials.. These Gravers are Misrepresenting my Family Memorials, making Duplicates of my Family Graves, then getting my Graves merged with Strangers Graves who then change their Grave Information to un match mine AFTER the merge as BEFORE the MERGE my Memorials are made into match my Graves but in the mean time they still have my Memorials after an Unfair Merge. That is Abuse towards my Memorials that I have worked hard on. Please have Find a Grave give my Memorials back fully Restored as they know what they are doing. Find a Grave needs to add a Privacy to our Profiles so Grave Thieves stop Stealing my Families Identities.These Gravers get 0 Consequences for their Abuse towards me and my Graves. But instead I lose my hard earned Memorials. It is suppose to be a Family site.
Business Response
Date: 01/26/2024
Title: ************** Find a Grave Administrator
Contact Email: ********************************

January 26, 2024

RE: *************************** -- 21171876

To Whom It May ********************* you for forwarding Ms. ********** communication to us. We have carefully reviewed this request and have the following response.

As a company, we strive to serve our customers best interests. We apologize for any inconveniences that have occurred from this situation and appreciate the opportunity for resolution.

We have reviewed all the members emails regarding merged memorials for the past month.The memorials were merged according to our policies and/or the burial or naming history of the memorial. When a duplicate is reported, the first memorial in the correct cemetery or disposition is kept. The member has received responses to each merge complaint. She has received an email that provides further instructions for requesting a transfer of these memorials back to her care.

Find a Grave continues its mission to provide a collaborative community where members can contribute memorials and record burial dispositions.

If you have any questions regarding this or any other matters pertaining to Find a Grave,please do not hesitate to contact us at ********************************.

Sincerely,

*****
Sr.Find a Grave Administrator
Customer Answer
Date: 01/26/2024

Complaint: 21171876

I am rejecting this response because:
I do not get any email regarding mergers against my Deceased Family Memorials not like ***** mentioned. I have to figure everything out on my own. I know dare2dream ******** made duplicates in 12-29-2023 of a few of my Family Memorials that I am Related to that I made in 2022 and she copied all of my information and added it to her Duplicates as dare2dream also adds false information & false Family Members to my Ancestors Family line & she keeps getting my same Family Memorials merged with hers! dare2dream and ********************* & Tombstone have been Harassing me sending me awful notes threatening me & yet my Memorials that I have copies of are so jacked up & now in dare2dreams Care even though she made Her Memorials in 2023 & my Memorials were made in 2022. They put my one Relative in their Duplicate in ********** when my Relative is from ****. Then Tombstone Finder keeps Harassing me because my Memorials that get merged are sent back to me some of them get sent back but all my Information and Flowers are on the Merged Memorials while my Memorials jacked up with nothing on it so then dare2dream ******** again gets that same Memorial Merged with her NEW Duplicate made in 2023 now ********************* is constantly making me Edit my ****************** to get it re merged with dare2dream. They all work together as Tombstone Finder is their main Guy as He got my one Family line merged with *** & they send Edits to match themselves then change the Grave information. Half the time if I get a email from Find a Grave it says they are on a back log if anything I feel like their emails are a BOT as I told a Individual in seeking help. ***** as never been on my side but does what Tombstone Finder & dare2dream want. Regardless this is Abuse to me & my Memorials & I have Screenshots of all my BEFORE & AFTER Memorials as I was doing Research that those Gravers stole off what I wrote on my Memorials. They dont do what is in my Best Interest & I Care & I add Loving stickers to my Memorials yet the site doesnt return them. Find a Grave doesnt Communicate with me like they wrote here because if they did I wouldnt have Contacted BBB. One or two Staff Members are kinda Nice but they just throw out a email that usually is Negative. Its NOT Communication back n forth. When I do ask for a Transfer it is NO Response! I follow all their Protocols as it is Voluntary on my end but I think something is in it for these Gravers to work hard at Stealing MY Memorials as they each have Thousands of Memorials to tend to that NEED tending to but these 3 Gravers are VERY Interested in EVERYTHING I do The site is NOT a Fair site & they need to give our Memorials a PRIVACY Option like on Ancestry & I have tried several attempts at making Contact with Find a Grave with NO Response other then their Automatic Response. I do a lot for this Site for Free. All my time and efforts are NOT Appreciated. Why ARE THESE Gravers soooooo Interested in MY Activities on MY literal Blood Relatives??? Stalking me constantly. Tombstone Finder was very very very Abusive towards me!!!!!! Yet 0 Compassion from Find a Grave
They have 0 phone number as a Party mentioned
Sincerely,

***************************
Business Response
Date: 02/02/2024
Contact Name and Title: *****, Senior Find a Grave Administrator
Contact Email: ********************************

February 2, 2024

RE: ********************************* -- 21171876

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

Any member can report a duplicate memorial. If a duplicate memorial is reported it is reviewed and merged. Find a Grave does not notify a member if their memorial has been merged with another memorial. If their memorial is kept, the member is notified that the memorial has been merged and what information has been added.The first memorial in the correct cemetery or disposition is the memorial that is kept.

We, of course, want the most correct information on the site. The memorials were merged according to our policies and/or the burial or naming history of the memorial. Our general rule when merging duplicate memorials is to keep the memorial that was the first to be placed in the correct cemetery location,regardless of it being the "original" or the "duplicate"memorial.

Family may request transfers of memorials if within transfer guidelines. These are guidelines:

Memorials are transferred for relatives with these close relationships: child,spouse/partner, sibling, parent, grandchild, great-grandchild, grandparent, great-grandparent,niece/nephew, great-niece/nephew, aunt/uncle, great-aunt/uncle, or first cousin. This would include adoptive, step, and in-law versions of these relationships.

If two members are related within these guidelines and both would like to manage the memorial, the member with the closer relationship should be given management.If the member has requested a transfer and it has been declined, they need to reach out to us so we can assist with the transfer.

In this response rejection, the member adds new complaints not addressed in the original complaint.

Her husband did complain about several merges of his wife's memorials in which she lost management. We have reviewed those merges and find that they were completed correctly.

Sincerely,

*****
Senior Find a Grave Administrator
Customer Answer
Date: 02/08/2024

Complaint: 21171876

I am rejecting this response because:
They dont review the Merges at least not when it happens to me because for instance they Merged my Grandfather with His Brother & my Relative ***************************** when Merged with dare2dream he was not put in the right Cemetery and dare2dream has ****** with wrong Family Members. So much more I have lost in Merges and my Memorials that I have the originals copied are so ****ed up in other ************* These Gravers **** up your Relatives Memorials! Since I Reported my first Complaint my Cousin ******************************* was Merged with a wrong Cemetery and after he was merged back n forth His Profile was messed up and now his Information is on another Deceased and they deleted my Relative. Mostly dare2dream is doing this to me and the Police thinks its Someone who knows me and is getting Compensation to Destroy my Memorials! They put my Grandmother in another out of ************** when she even has a Grave Marker in the State she died. The Gravers Harass me like Crazy! I do not bother them nor know them! I have copies of my Memorials and the Originals. Deceased should be Honored and as we Mourn we should be Respected! I do NOT make purposeful Duplicates but dare2dream makes DOUBLE Duplicates and they do not seem to mind what dare2dream does. Dare2dream put a Man named ********************************** with my Grandfathers Family when there is no such Man named ****** in my Grandfathers Obituary. We SHOULD be asked or made aware of a pretend Duplicate so that another Graver can Steal your ******************* I Care about my Memorials and my Relatives. The Merges ruin accuracy. Sad
Sincerely,

***************************
Initial Complaint
Date:01/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an Account on FindAGrave.com owned by Ancestry.com. My Account (Dont Quit) was suddenly Suspended without any explanation. I reached out to FindAGrave.com with several emails asking to reinstate my Account with no replies. Another Member Tombstone Finder of the Website was Harassing me about one of the Graves that I Managed. When I denied the Edits that this Member suggested because they were incorrect edits, I received an email from this Member Tombstone Finder stating that if I dont accept their Edits then they would have me removed from Find A Grave. Several days later, my Account was Suspended.This same Member has been relentlessly Harassing (suggesting over 40 to 159 Memorial Edits a day) to my Wife who is also a Member of Find A Grave. This Harassment on my Wife started 12/25/2023 and has not stopped. My Wife and I have pleading with Find A Grave to make this Member Stop Harassing my Wife. Find A Grave responded by Suspending my Account and twisting it around blaming my Wife and I for Harassing this other Member.Since this constant Harassment against my Wife started, this Member has enlisted other Members to Harass my Wife and get Her Memorials Merged to Strangers who made Duplicates of my Wifes Family Graves. My Wife joined Find A Grave so that she could post her Family History for her Children to follow and for her own Therapy to **** with her lost loved ones.This is a Horrible Website supporting Online Bullies.
Business Response
Date: 01/26/2024
Title: ************** Find a Grave Administrator
Contact Email: ********************************

January 26, 2024

RE: *************************** -- 21171847

To Whom It May ********************* you for forwarding Mr. ******** communication to us. We have carefully reviewed this request and have the following response.

As a company, we strive to serve our customers best interests. We apologize for any inconveniences that have occurred from this situation and appreciate the opportunity for resolution.

The member joined Find a Grave to support his spouse, ***********************, as stated in the biography of his profile. He created two accounts, which is a violation of our policy. He proceeded to remove one of his accounts when he was notified. We have verified Mr. ******** accounts through the information provided.

The member notified us that another contributor is sending corrections on the memorials he manages, as well as his wife's memorials. Cooperating with other members is an essential part of the Find a Grave community.

We do not allow duplicate memorials. When duplicate memorials are reported, they are merged in accordance with our policies. Most of the memorials he created did not include a final disposition, or the disposition was changed. He has written numerous emails complaining that the memorials his wife and himself created were merged into the other memorials.

We have notified him numerous times that we have reviewed the situation with the other member and have taken the appropriate action. Despite this, he continued to send us emails regarding the other contributor and submitted requests to make corrections on his wife's managed memorial on her behalf. He was informed his wife would need to submit the corrections herself. As this behavior continued,we suspended his account.

********************** continues its mission to provide a collaborative community where members can contribute memorials and record burial dispositions.

If you have any questions regarding this or any other matters pertaining to Find a Grave,please do not hesitate to contact us at ********************************.

Sincerely,

*****
Sr.Find a Grave Administrator
Customer Answer
Date: 01/26/2024

Complaint: 21171847

I am rejecting this response because:
Find A Grave NEVER notified me nor my Wife of any reasons for Find a Grave Merging our Deceased blood Relatives Memorials into someone elses who is NOT Related Memorials. Even if we made the Memorials first.
We been Screenshotting all of our Activities on Find a Grave and these other Nuisance Gravers Activities at what they do to us
on my Wife and my Blood Relatives Memorials
because this started late
12-24-23 from Tombstone Finder who was harassing us badly over my Wifes Grandfather who was merged with his own brother from Tombstone Finders Reporting them two brothers as Duplicates when Tombstone Finder is not Related to us whatsoever. These unfair Merges jacked up our original Memorials. Tombstone Finder & Dare2dream are constantly getting our same Family Members made in 2022 Reported that they had made in 2023 and 2024.
Find A Grave threatened to remove my Duplicate Account because I had Duplicate Accounts Never Quit and Dont Quit. Because I wanted a Account that was NOT attacked from Tombstone Finder & ********************* and *** and dade2dream
I removed the second Account Never Quit promptly as I was given the Option from Find a Grave ************* who was never nice to us
but then I saw both my Accounts were removed from ***** at Find a Grave.,even though I did what she wanted..
as we see other Members having Duplicate Account's so I didnt know.
There are Many people on Find A Grave with Multiple Accounts on Find A Grave.
I have reported several of these (************************* , *********************) to Find A Grave for having Duplicated Accounts and Find a Grave did nothing.
As for Find A Grave Merging my Memorials and my Wifes Memorials into other Members Memorials, Find A Grave never notified us with an explantation. Nor asked us if we were a blood Relative.
Plus these Memorials that mine and my Wifes Memorials were merged into were created AFTER
our Memorials Managed by myself and my Wife.
Tombstone Finder got Violent with me for not correcting my own Grandmothers Account with what he wanted me to put in that is far fetched.
Even when we did what Tombstone Finder wanted he would change his Edit to me saying He has copies of my Wife and my Graves on Ancestry Which is Odd!
We Reported Tombstone Finder over n over too but we were punished.
My Wife and I pointed this out to Find A Grave as well the fact that those Memorials had False information added by Dare2dream and Tombstone Finder
That Last Statement in Find A Graves response is disturbing!
Find A Grave Suspended my Account because I was Defending my Wife!
How Abusive to do that for a Family Friendly site.
We never were notified as much as ***** said! Everything sent to us is a Automatic Response and that they are on back log
The Authorities thinks Tombstone Finder and Dare2dream personally know us and are getting Compensation for tearing up my Wife and my Memorials in which they find as being Odd behavior.
I sent Screenshots of the Abuse from Tombstone Finder and nothing was done except I got Suspended. Now Tombstone Finder has my ***************************************** Memorial yet out in the wrong Location. Now my Family Memorials are up for grabs as my Aunt ***** who is Buried in **** is In ********** because Tombstone Finder Reported my Aunt ************************* who has a Grave in ****, she is now in someone elses hands in **********.
This site is a Scam that has their Favorite Gravers that can do no wrong but I see their mistakes and I am fairly New on Find a Grave
***** Wellman
51613776
51720415 is on Ancestry under both these Accounts
*********************
46527423
47028769
admits that he has two Accounts on Find a Grave on Facebook
yet nothing happened to them.
In Find a Graves Automatic Response it says to Contact them at any time
Tombstone Finder wanted me to change my Grandma Wellmans and my Grandfather Wellmans information that Tombstone gave as False information saying he has proof on Ancestry saying he WILL get my and my Wifes Memorials deleted.
Who is Tombstone Finder that he is so after us
and my Wife and my Memorials Honoring our Families. Tombstone Finder sent my Wife 60 Edits on 12-24-23 and
12-25-23 then 159 more Edits demanding immediate responses from my Wife but she was told
Do NOT respond to Tombstone Finder he was Creating arguments with my Wife over her OWN Family Memorials and my Wife was Crying as her Dad Died and she is in Mourning trying to make Tributes for her Family Memorials as well her Bad Health. We were making Memorials for our Children to see
Sincerely,

***************************
Business Response
Date: 02/02/2024
Contact Name and Title: *****, Senior Find a Grave Administrator
Contact Email: ********************************

February 2, 2024

RE: *************************** -- 21171847

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

As a company, we strive to serve our customers best interests. We apologize for any inconveniences that have occurred from this situation and appreciate the opportunity for resolution.

The rejection does not appear to relate to the original complaint regarding Mr. ******** account. The response is regarding the duplicate memorials that were merged,along with memorials created for those who have passed on within the last three months. After reviewing the examples provided, weve determined the memorials were merged according to our policies and/or the burial or naming history of the memorial. Our general rule when merging duplicate memorials is to keep the memorial that was the first to be placed in the correct cemetery location,regardless of it being the "original" or the "duplicate"memorial.

We also did not find any evidence that the reported members by his wife, ***************************,had abused our recently deceased options on our site to transfer memorials to themselves fraudulently.

If there are memorials they want to manage, we can help make transfer requests to the current manager of the memorial(s). Here are our transfer guidelines:

Memorials are transferred for relatives with these close relationships: child,spouse/partner, sibling, parent, grandchild, great-grandchild, grandparent,great-grandparent, niece/nephew, great-niece/nephew, aunt/uncle,great-aunt/uncle, or first cousin. This would include adoptive, step and in-law versions of these relationships. If two members are related within these guidelines and both would like to manage the memorial, the member with the closer relationship should be given management.

Sincerely,

*****
Senior Customer Solutions Associate
Customer Answer
Date: 02/08/2024

Complaint: 21171847

I am rejecting this response because: Well Find a Grave Deleted my Account all because I defended my Wife who was and is being attacked by Gravers for defending her Relatives Memorials. Tombstone Finder was very nasty towards myself and my Wife but we stay clear of his abuse. Tombstone Finder was getting all of these recently Deceased Memorials like dare2dream does then adds the Deceased Information in as to let others know they are in control. Tombstone Finder wanted me to add false information for Eve ********* then I seen that her name was not ********************** wanted ****** as her name when it is *** then when I seen Eve ********* after I rejected the false name found no where I saw recently Deceased on ************* as somehow it landed back to Find a Grave then dare2dream got Eve back after Tombstone Finder asked her to when he was now gone only in his one Account Tombstone Finder although has Multiple accounts on Find a Grave Tombstone Finder started this raging abuse towards my Wife and I which is uncalled for! So I lost my Family Memorials since I was deleted. Ridiculous. Find a Grave defends these bad Gravers dare2dream and Tombstone Finder even though I sent in multiple Screenshots of their abuse and Duplicate Memorials and nasty notes and Find a Grave always responds in a cold who Cares we follow Policy and requests Screenshots that we already sent over n over!

Sincerely,

***************************
Initial Complaint
Date:01/19/2024
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 am extremely dissatisfied with the service and customer service at ********************. I purchased kit as a gift for a family member in October 2023. Three months later, I received a charge of $99.95 (1/16/24) on my credit card. While reviewing my bank account, I noticed the charge 3 days later on 1/19/24 and immediately logged in, cancelled what appears to be a recurring quarterly fee and called Customer Support at ********************** to request a refund. According to the website, your right to cancel will lapse 14 days following the date you receive your order. I believe this right should apply to the initial purchase and quarterly renewals. When I called, I was immediately reminded the used car buying experience. The customer service rep informed me that they were unable to provide a refund. I complained further and they said they'll "talk to their supervisor." When she informed me again that they were unable to process the refund, I asked if they were unable or unwilling and reminded her of the 14 day policy. She went back to her supervisor, only to return moments later to again refuse to provide a refund. Clearly, they are able to provide a refund and were just unwilling to do so, even though my request was made immediately after the charge. Ancestry seems more interested in racking up a quick hundred dollars, one dissatisfied customer at a time, rather than providing any kind of customer service or long term relationship with the customer. While my intention was to purchase several of these kits as gifts, I will no longer support this business or their shady business practices.
Business Response
Date: 01/23/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

January 23, 2024

RE: *************************** 21168914

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 ************** purchased an AncestryDNA kit on October 14, 2023, with the added option of a quarterly World Explorer membership for only $1 more. Members who choose this option are notified during the checkout process regarding the renewing nature of the membership. Additionally, this information is provided in the order confirmation email after the order is placed. In this case, that email was sent to ************** on October 14th. Additionally, he was emailed on December 14, 2023, reminding him of the upcoming renewal of the membership at the regular price and included instructions on how to cancel if he wished to do so.

Because the $1 membership was not cancelled, it renewed at the regular price of $99.95. As it was initiated in October of 2023 and renewed in December, it is ineligible for a refund. ************** may review our Renewal and Cancellation Terms at the following URL:

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

However, as a courtesy to him, we have issued a refund in the amount of $99.95 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: 01/24/2024

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:01/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a genealogy kit from them and never received it. I ordered it on Walmart.com but it is from ancestry.com. Walmart takes no responsibility for it. Even though it is the responsibility of a ancestry.com they refuse to make it right and try and blame Walmart.com
Business Response
Date: 01/23/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

January 23, 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.

AncestryDNA
kits may be purchased online or at select Walmart locations. However, per the
image Mr. ****** included, the order is fulfilled by Walmart.

Notwithstanding
this information, we would be willing to ship a replacement to Mr. ****** at no
additional cost. However, we are unable to locate an Ancestry account in his
name on which we may process the re-shipment. Because each member is provided
their own unique login credentials when creating an account, we ask that Mr.
****** please create a free Ancestry account. A free trial is not necessary to create
this account. For his convenience, instructions can be found in the URL below:

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

After he has
created his account, he may email us at [email protected] with the email address linked to the account so that we may process the
replacement accordingly.

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:01/16/2024
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 canceled my membership in July. They continued to bill me and when I called they said they could not even find my account so how are they still billing me? I have called my card company and ancestry several times over this issue and as of now have not received any resolution. I WANT ALL MY INFORMATION PERMANENTLY REMOVED FROM THEM AND A REFUND FOR ALL FRAUDULENT CHARGES.
Business Response
Date: 01/17/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

January 17, 2024

RE: **************************** 21153413

To Whom it May ********************* you for forwarding Ms.******** ********* 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. In cases such as the one ****************** describes, if an individual receives charges after a subscription is cancelled,it typically indicates that either a duplicate account exists in our system with an alternate email address, or an account was initiated by a family member with access to the payment information.

Based on the information provided to us, we cannot locate the charges in question with Ancestry. Because of this, we would ask that ***************** please contact us at ****************************************** with any of the following information:

Order Number or Cancel Confirmation number
Full Alternate Name(s)
Full Alternate Address(es), Including Zip Code(s)
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:01/12/2024
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 received a charge for $74.90 on 12/4 and have attempted several times to get in contact with newspapers.com as I believed this subscription was cancelled a long time ago. I believe I signed up for this via my Ancestry.com account, but when I log in there is no subscription listed. I have attempted to reach out several times via the only means provided - a contact form on their website, as there is no phone number or email address available. I have reached out twice since 12/4 and have not received a response. This charge has caused me financial hardship and it is extremely frustrating to be charged for something I believed was cancelled, I have not used in well over a year - probably two, and there is no way to get into contact with the company other than a contact form that I have yet to receive a response to a month later.
Business Response
Date: 01/17/2024
Title:*****, Newspapers.com Response Team
Contact Phone: **************
Contact Email: **********************

January 17, 2024

RE: *********************** -- 21138142

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

As a courtesy to **************, we have issued a refund in the amount of $74.90 plus applicable sales tax back to the account that was originally billed. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Newspapers.com. 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 accessing our records again, we add new papers monthly and invite her to check back periodically.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

*****
Newspapers.com Response Team
Ancestry
Customer Answer
Date: 01/19/2024

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:01/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a text alert from my credit card saying that I was being billed for a subscription to ancestry.com. I called to cancel. They said they would not because it was in my son's name. I said it was my credit card and they do not have my permission to charge it. They said the only way to get the charges removed are to have my son log in and cancel. My son doesn't even know his log in info and is on vacation out of state which makes attempting the cancel difficult if not impossible. Regardless of how this was set up and when, it seems like fraud to me that I am unable to stop the recurrent charges to my account. My son is an adult and not on my credit card. I am telling ancestry.com to not charge my account ever again. They insist they have the right to continue to do it. I even spoke with supervisors at the company that insisted they are correct in refusing to cancel the subscription and continuing to charge me against my will, indefinitely. I don't understand how a company can charge a credit card without the owner's consent. Now I have to call the bank to report fraud and go without my credit card for a month until a new one arrives. I think ancestry.com needs to be held accountable for this blatant criminal activity ... and minimally receive a negative review.
Business Response
Date: 01/11/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

January 11, 2024

RE: ********************************* 21108251

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 misinformation that was provided to her by one of our agents. Owners of the payment information connected with a membership may cancel on behalf of the account owner if necessary, and we regret any frustration this matter may have caused ***************************

We have issued a refund in the amount of $119 back to the PayPal 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 5-7 business days for these funds to become available within their PayPal account, 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 ************************** or her son 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
Initial Complaint
Date:01/07/2024
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.
My membership was canceled January 5th 2023 after an auto renewal. I canceled the yearly membership in ***************************************************************************************************** 2023 I signed up for what I thought was a 6 month membership and no auto renewal. Apparently even if I cancel within 3 days of the renewal there is no full or prorated refund. Even insurance companies refund on a prorated basis. My confirmation number for cancellation is 723125937-469199951
Business Response
Date: 01/11/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

January 11, ****

RE: Mr. *********************** 21107972

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 ************** had an ongoing semi-annual membership that was previously initiated on July 2, 2023. On December 2, 2023, an email was sent to ************** to remind him of his upcoming membership renewal. The email also provides instructions on how to cancel the membership if he wished to do so. However, we received no cancellation prior to the renewal on January 2, ****. We wish to note that all Ancestry memberships are subject to automatic renewal per the Terms and Conditions to which each of our members agrees. He may review our Renewal and Cancellation Terms by navigating to the following URL which provides additional information as to whether or not a subscription is eligible for a refund:

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

As a courtesy to him, we have made an exception to our refund policy and issued a refund in the amount of $259 back to the account that was originally billed. The confirmation number for this transaction is 469199951.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: 01/12/2024

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,

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

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