KATHY W.

STAY FAR AWAY FROM THESE PEOPLE! First of all, I KNEW it was stupid to give my credit card number upfront but I really didn't think they'd be so sneaky (read the small print) as to not FIRST confirm that I liked the service they were providing during the trial period of 14 days. Like every other contract does, those who want to keep you as a valued customer and keep their names clean). Well they are not worth it, I have an account with Ancestry.com and was at a stand still when it came to finding more information that pertains to international. So I figured I'd try these jerks. Well they didn't even provide half the information I was able to find on the other guys.
Once I received the email telling me they billed me I responded immediately. The ONLY response I got back was that they wouldn't charge me again next year! When I contacted them again 4 more times they responded with auto response emails stating ticket numbers but have not responded since then. I DO NOT WANT YOUR SERVICES< I WANT MY REFUND 0f $119.40!

UPDATE: as of 7/17 I was told I will get a full credit within 10 days. I will update this review further once that credit hits my credit card

UPDATE: 7/19/16. Surprisingly I DID receive a full refund. I did miss the line when I first signed up that says you have to cancel before the 14 days are up,(Like I said above, I've dealt with many companies who don't take your credit card number before the trial period is up and do contact you before it is, consumer reports is one I can think of who will email you a reminder that your subscription will be up in a week or that your trial is coming to a close, how would you like to proceed) anyway, I think this company does business this way as a way to snag people with hopes they won't complain, notice or care. I'm sure they figure well we have their card number we don't need to practice good PR we can just bill them and hope they don't complain and when they do we'll play the game. After ignoring my numerous emails via their site and responding to the original email I decided to search reviews (Should've done that first) and found these reviews. I even emailed Dean before writing my own review and when he didn't respond I wrote one here.It wasn't until I wrote a review here that anyone paid mind to my request, had they done so it would not have turned into a complaint like this one.(he claims that someone new started and the message wasn't directed to him). Anyway, the ball started to roll in my favor, for those of you who have requested a refund within 30 days of them billing you, note that their policy is to refund you. There should be no arguments. Apparently Dean is either the scapegoat or the only one working their C/S desks. I was also given a free access to part of their data base for a year. I'm not sure it will do me any good unless they can provide more info then the other guys do (it's the reason I decided to try Heritage in the first place). I and my husband both find this site to be non user friendly, my tree is small and builds slowly, info dribbles in and it is no where near what I already have on the other guys site. For some reason, neither here nor there I cannot even find info on myself or my husband (birth, SS records, nothing) we found family members but only in the US. We're at a stand still with records from Germany, The Netherlands and Italy, nothing! ANYWAY, I just wanted to say that after much needless frustration I WAS issued a credit. And I doubt I ;d be writing this today had I not written a review here, I probably would've had to take the steps I threatened them with by writing to my local and Utah's Attorney General as well as the BBB. I get the feeling that they would've dragged this out past the 30 days and try to deny I made those requests (Except I keep every email I send for my records) THANK YOU Dean for my credit, sorry you have to work in such an environment, I bet you're very tired by the end of the day having to quiet down the crowds for the bosses. Had this been resolved properly to begin with we wouldn't be here discussing this. It's left a bad taste in my mouth, even if the records get better, unless Customer services is improved it won't make a difference to me. I will pay for good customer service, and having to elevate an issue is NOT good business practice to me.

`First of all they make themselves look like they are in the US, they are not! They are brokers in the US for China. The item I ordered could've fit on a Barbie doll, that was the first delusion. I sent it back the next day I received it (took a month to get). I paid via PayPal but was nice and sent emails directly to them at first. It's been over 2 weeks since they rec'd the item and tracking info showing it was rec'd at their California address they gave me. They keep sending emails telling me "not to worry" and that they will credit me when logistics says they got it! Meanwhile I sent them tracking info, which they wanted ASAP as part of the conditions. After 6 emails I went thorugh Paypal as a dispute (not a claim) they refuse to answer via Paypal and ask you not to use them, BS! And they also told me to close the dispute before they would refund me. So I opened a claim. They still refuse to answer via PayPal and today lied and said I was refunded. Yeah right! I have the claim going ans have sent all emails to Paypal. You could buy the same items on aliexpress, a mall for all things from China who covers you, the vendors there DO NOT want to be kicked off the mall, so they do the right thing.
Had i known it was coming from China I would've used aliexpress instead.