Reviews
Customer Review Ratings
Average of 228 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromMarina Z
Date: 07/30/2025
1 starThe tool has extensive knowledge base , but I do not recommend it because it is impossible to get in touch with customer support . I spent hours on talking to bots, chats, etc and cant resolve any of my issues. No way to get in touch with human contact in **
MyHeritage (USA), Inc.
Date: 07/31/2025
Dear ******,
Thank you for bringing this to our attention.
You have contacted us on July 9 2025 regarding your subscription renewal, this request has been handled via email on the same day and on July 10 2025 you requested a phone call. On July 10 2025 there was a phone call with you and based on the phone conversation, you were forwarded to our technical support to assist in separating your tree in branches. We have emailed you with instructions on July 24 2025.
On July 27 2025 you were informed that unfortunately, our Family Tree Builder is no longer supported on macOS. My colleague stated to you that we are encouraging all our macOS Family Tree Builder users to start using our only family site instead. If you are no longer able to sync due to the security patch, we recommend you to export a GEDCOM and import this to your family site.
We have explained the situation to you and apologize for the inconvenience caused. Dividing your family tree into branches would require our Family Tree Builder software which is only available on Windows computers.
You emailed us back that your husband tried to divide the tree on a Windows computer but this didn't work.
The person responsible for your case will be in touch again shortly so see if there is any way we will be able to assist you with this.
Wishing you a nice day!
Kind regards,
MyHeritage Team
Review fromglenn w
Date: 07/28/2025
1 starwriting this letter to get a updated copy of my family tree and closed out my account with My ********************** because lack of phone service. paid for services and cannot nothing from them. It is so hard for me and my family to go through all these question with no end results. what is the emailed address and a working phone number. the number you have is not working at all.MyHeritage (USA), Inc.
Date: 07/30/2025
Dear *****,
Thank you for bringing this to our attention. We are sorry to hear about the issues you are experiencing.
We have checked your account and can see that we were in touch with you regarding the family tree access in December 2024. Since we didn't hear back from you then, we assumed the situation was resolved.
We have now asked our specialized tech team to be in touch with you shortly to assist you further. They will of course extend your Premium Subscription with the time you were not able to work on your tree.
Please wait for their email and hopefully all will be resolved soon.
Wishing you a lovely day!
Kind regards,
MyHeritage Team
Review fromKatharine W
Date: 07/28/2025
1 starTHESE PEOPLE ARE FRAUDS. THEY REFUSE TO REFUND MY MONEY AND PREY ON PEOPLE. ****. FRAUD. CRIMINAL. SHAME ON THIS HORRIFIC BUSINESS.MyHeritage (USA), Inc.
Date: 07/30/2025
Dear *********,
Thank you for your feedback.
From what we can see in your account, on July 5 2025 you started a two weeks free trial of our Data Subscription. You received a confirmation email of this action in your email. On July 20 2025 you were charged for the Data Subscription after the free trial.
You contacted us on July 21 2025 requesting a refund and on July 28 2025 a full refund was issued.
The amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction.
If there is anything else we can assist you with, please let us know.
Wishing you a lovely day!
Kind regards,
MyHeritage TeamReview fromRachel M
Date: 07/27/2025
1 starI signed up for a free trial because of an ad I saw on Instagram. I looked around on the site for the price after the free trial. Once I saw that it would be $149 I canceled the free trial on 7/11/2025(the same day I signed up). I received an email 7/11/2025 from my heritage saying that my free trial had been canceled and I would not be charged. On yesterday 7/26/2025 I got a fraud alert and a declined charge alert because myheritage attempted to charge my account. Today I have received 2 emails from them; one saying I have lost my access because I didnt pay and the other saying theyd found matches for ***** so upset because I had to get a new debit card and I have to redo all of my auto pays because my heritage operates identical to a scam companyMyHeritage (USA), Inc.
Date: 07/30/2025
Dear ******,
Thank you for bringing this to our attention.
Please know that you have two accounts with us.
On the account with the Gmail email, you started a two weeks free trial of the Complete Subscription on July 11 2025, which you canceled on July 11 2025. You received confirmation emails of this action and that account wasn't charged.
On your second account, under an iCloud email, you also started a two weeks free trial of the Complete Subscription on July 11 2025. Since you didn't cancel that free trial, on July 27 2025 the system automatically attempted to charge you. This charge was not successful so you received an email from us stating your payment method was declined and the free trial has ended. There will be no further attempts to charge you.
Feel free to reach out if you have any further questions.
Wishing you a lovely day!
Kind regards,
MyHeritage TeamReview fromKate R
Date: 07/24/2025
1 starI was charged over $400 for a renewal I never approved. I had canceled my subscription in advance, yet the charge still went through. Ive emailed the company several times and havent received any response. Extremely frustrating experience and poor customer service. I would not recommend doing business with a company that ignores its customers and processes unauthorized charges.MyHeritage (USA), Inc.
Date: 07/27/2025
Dear ****,
Thank you for bringing this to our attention.
Your Complete Subscription charge from July 19 2025 has been fully refunded on July 24 2025, as per your request.
The amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction.There will be no further charges.
If there is anything else we can assist you with, please let us know.Wishing you a lovely day!
Kind regards,
MyHeritage Team
Review fromLaShawnda W
Date: 07/10/2025
1 starTo: MyHeritage Customer Support Subject: Urgent: Refund Request No Follow-Up Dear MyHeritage Support Team,I am writing to formally express my disappointment and frustration regarding the lack of follow-up on my request for a full refund.On July 1, 2025, I received an email from Nataly confirming that my refund request was being forwarded to the Billing Team. A similar message was repeated on July 2, 2025. Later that same day, I received another response from **** offering three options, including the possibility of a full refund if I confirmed my preference.I responded on July 2, 2025, clearly stating that I would like a full refund due to the inaccuracy of the data and the fact that the service did not work for me. Since then, I have followed up on July 3, 5, 7, 8, and 9, and yet I have not received any response or ************* this point, it has been well over a week with no communication, and my refund request remains unresolved. I believe I have been patient and cooperative, and I now kindly insist on the immediate processing of a full refund as previously requested.Please consider this letter as a formal complaint. If this matter is not resolved promptly, I will be left with no choice but to escalate this issue to consumer protection agencies or consider disputing the charge through my financial institution.I would greatly appreciate a response within the next 48 hours confirming that my refund has been processed.Thank you for your urgent attention to this matter.Sincerely,********* *******MyHeritage (USA), Inc.
Date: 07/13/2025
Dear *********,
Thank you for bringing this to our attention.
Our apologies for the delay in reply. As per your request, we have now issued a full refund for your Data Subscription charge. The amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction.
If there is anything else we can assist you with, please let us know.
Wishing you a lovely day!Kind regards,
MyHeritage Team
Review fromGABBY N
Date: 07/08/2025
1 starDO NOT USE THIS SITE!!!! THIS IS A SCAM, ALL PHONE NUMBERS ASSOCIATED WITH IT, ARE ONLY BOTS AND NO ONE WILL EVER ANSWER OR CALL YOU BACK, AS FAR EMAILS, YOU WONT GET ANY ASSISTANCE. I TRIED SOCIAL MEDIA AND THE ONE ANSWER I RECEIVED DID NOT HELP WHATSOEVER!. THEIR MARKETING STRATEGY IS A VERY UNETHICAL BUSINESS PRACTICE, THERE IS NOT FREE TRIAL THEY TAKE ALMOST 200 DOLLARS AND NEVER ALLOW YOU TO CANCEL "MyHeritage ********************************** Free Trial of MyHeritage Join millions of families around the world that use MyHeritage to explore their history."MyHeritage (USA), Inc.
Date: 07/13/2025
Dear Gabby,
Thank you for bringing this to our attention.
Please note that while we offer a 14-day free trial for both our Complete Subscription and Data Subscription, it appears that you did not start a free trial but instead made a direct purchase of the Complete Subscription.
A full refund for the charge has been issued on July 8 2025.
The amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction.
If there is anything else we can assist you with, please let us know.
Wishing you a lovely day!
Kind regards,
MyHeritage TeamReview fromElizabeth B
Date: 07/02/2025
1 starAbsolutely HORRIBLE !! They tell you upon purchase of the *** kit that you get a free 1 month trial of their subscription with your results. What they don't tell you is the subscription starts before you get your results, and you will never get your results to even try the free trial. Once you ask for a refund of the $149 the customer service *** screams at you. Cusses at you and then tries you offer a 50% refund. Also, extremely difficult to find contact information. 100% DO NOT RECCOMEND MYHERITAGE !! STAY AWAY FROM THIS SCAM!MyHeritage (USA), Inc.
Date: 07/09/2025
Dear *********,
Thank you for bringing this to our attention.
Were very sorry to hear about your experience and appreciate you taking the time to share this feedback. We understand how frustrating it must have been to feel misled.
To clarify, you started the one month free trial by checking the box when you purchased the *** kits. The free trial starts with the *** kits purchase and is not connected to having or not having *** results. The MyHeritage site has way more to offer than just *** and with the free trial you get the possibility to explore everything.
Were deeply concerned by your report of unprofessional behavior from a member of our support team. We take this very seriously and are actively investigating the interaction. No customer should ever be spoken to in that manner, and we sincerely apologize that happened to you.
A full refund was issued for your Complete Subscription charge on July 2 2025.
Were committed to learning from this and improving the experience for all customers. Thank you again for bringing this to our attention.
If you need anything else, feel free to be in touch.
Wishing you a lovely day!
Kind regards,
MyHeritage Team
Review fromJohn R
Date: 07/01/2025
1 starIf I could lower than one, I would, cannot get a human to talk to regarding my account, cant get information that I need on my account, I was charged for an upgrade a year ago havent been able to use it, I used to think this was a good site, but not anymore!MyHeritage (USA), Inc.
Date: 07/09/2025
Dear ****,
Thank you for reaching out. We have just emailed you to your yahoo email and have resolved the situation.
Your Complete Subscription has now been applied to your MyHeritage account under the ******** email instead of to the MyHeritage account under the yahoo email that it was purchased on.
If you have any further questions, feel free to get in touch again.
Wishing you a lovely day!
Kind regards,
MyHeritage Team
Review fromSteven F
Date: 07/01/2025
1 starWish I could leave 0 stars. Never recevied any email saying saying I signed up for any service or trial offer. My first email was when I was charged over $130 for some service. I put in a refund request which took nearly a month to get a response. From there, the incredibly rude "customer support" member (salesperson) would just give me excuses as to the fact I signed up. I told them I had no record of this, and they kept repeating the same thing over and over saying they were "helping". I asked to speak to a manager and he told me he was my account manager. I asked to speak to his manager and he told me, no. I asked for information for senior leadership and was told if I want that I can find it myself. Terrible, rude experience. Please stay away.MyHeritage (USA), Inc.
Date: 07/09/2025
Dear ******,
Thank you for your feedback, and we're truly sorry to hear about your frustrating experience. We understand how concerning unexpected charges can be, and we take your concerns seriously. We sincerely apologize for the delay in addressing your concerns.
After reviewing your account, wed like to clarify a few details:
A confirmation email was sent on May 21, 2025, when the free trial was started.
A billing confirmation email was sent on June 1, 2025, when the subscription was charged.
A refund confirmation email was sent on July 1, 2025, after your refund was processed.
For clarity, we have resent you now those three emails. We understand that emails can sometimes be missed or filtered into spam folders, which may have led to the confusion. We also want to sincerely apologize if any member of our team came across as dismissive during your interactions. That is not the experience we want for our customers, and we are addressing this internally to ensure better communication moving forward.
While we do have protocols in place to ensure transparency around subscriptions and charges, we clearly failed to meet your expectations in handling your concerns. For that, we are truly sorry.
If you have any further questions please dont hesitate to reach out to us. Wed be happy to assist further.Wishing you a lovely day!
Kind regards,
MyHeritage Team
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.