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Ancestry.com Operations Inc. complaints

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1300 West Traverse Parkway
Lehi, UT 84043 | Get Directions

(800) 262-3787

http://www.ancestry.com

24 hours online

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Total Amount in Dispute:
$950.00

Total Amount Settled:
$0.00

Complaint Experience

14%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

7 complaints against Ancestry.com Operations Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
6	Unanswered

7 complaints against Ancestry.com Operations Inc.

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4/24/2025

RESPONSE: Complaint was not answered Amount in Dispute: $100.00 Amount Settled: $0.00

Customer Complaint

3/31/2025

Hello, I recently did a DNA Test with ancestry and my results have still not been released to me. I had a notification stating that my results would be ready on the 21st of March and now it's stating the 28th of March. Today is the 28th and I have yet to receive my results. I have a serious family emergency and need my results now due to medical reasons which may come from my paternal side but I have no idea who my paternal father is nor his family. I have spoken to more than 5 different customer service representatives and they have been giving me the run around. I am starting to believe that I have been scammed and something fraudulent is going on with my results and DNA sample itself. I am also a subscriber so I will be cancelled my service and requesting a refund if my results are not released to me today, as in immediately. I will also be giving a bad review because this has really taken a toll on my mental health. I am a paralegal and will also be assuring none of my colleagues use Ancestry's services. I am extremely disappointed. Resolution Sought Refund me for emotional distress and not providing timely services.

7/1/2024

RESPONSE: Complaint was not answered Amount in Dispute: $100.00 Amount Settled: $0.00

Customer Complaint

6/5/2024

I purchased a DNA kit and returned it April 5th. The app updated and said my results would be ready on May 18th. That time has come and gone, app still reads May 18th, I have called their customer service they are absolutely no help, only states it will update soon. I sent a message on FB same info given Resolution Sought I would like an immediate refund or my results

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