• Report: #1022746

Complaint Review: Family Roots – Military Achievements | Ripoff Report Verified™ …businesses you can trust. Family Roots works with U.S. military personnel & families for over 20 years in Germany, Italy, Bosnia, Kosova, Kuwait, Japan, Korea, Hawaii, Iraq, Afghanistan, featuring U.S. Family Roots founded in 1990, … "family" of over 40 staff across headquarters in Kentucky, Dublin Ireland.

  • Submitted: Sat, March 02, 2013
  • Updated: Wed, October 08, 2014

  • Reported By: Internet United States of America
Family Roots
Internet United States of America

Family Roots REVIEW: Customer Satisfaction Commitment: Family Roots Inc fully committed to customer satisfaction. Family Roots implemented strategic changes ensuring customers 100% satisfied with products, service. Family Root’s guarantees 100% satisfaction to all customers. Offering 100% refund for any unsatisfied customer.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Family Roots Inc pledges to always resolve any issues, feel safe, confident & secure when doing business with Family Roots Inc., recognized by Ripoff Report Verified™ as a safe business service.

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to Family Roots for its commitment to being the number one company in the market, as it continues to go beyond customer expectations with superior products and service.

Ripoff Report’s discussions with Family Roots has uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Family Roots listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

Family Root’s Owner, has informed us that his personal philosophy is that his customers are a precious resource. Family Roots management team understand that to be successful it is essential to listen to what the customers are saying and then translate this information, not only into a product but also a philosophy of how to provide a service.

Another top executive of the company, told us that they have introduced the new ethos that affirms, “the customer comes first, last, and always”. This business philosophy shows a complete understanding that in their unique market if they put the customer first, the company will continue to succeed and grow. Family Roots are true believers that each happy customer will tell many of the service they received and this will in turn bring about more business and growth. Family Root's mission statement says it all: "100% Satisfaction Guaranteed ” One of the other things Ripoff Report learned in the course of its investigation is that typical customer feedback reads: “Family Roots care about more than the sale, they want to keep the customer happy long after they receive their products." "We are very pleased with the responsiveness that he and his employees show us. They are serious about meeting commitments, and deliver on all their promises.”

The information provided in this report below is based on comments made by Willa during an on-site inspection held by a third party verification company with no biases toward Family Roots/Military Achievements.
Family Roots is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

Family Roots/Military Achievements is a company specializing in providing bespoke coats of arms and family crest products, including swords, shield and family embroidered patches for families and soldiers. “We display the family coat of arms and our goal is to have all customers display their family heritage proudly,” explains Willa, a representative of the company. To acquire leads, Willa explains that the company has contacts all over the world, including displays showing what services and products they offer on military bases. “We have a contract with that business. We set up kiosks so the customer orders from that location,” she explains. The sales/service process begins with the team at Family Roots showing the customer several different items that are available to purchase, and Family Roots can customize their products to cater to everyone’s individual needs or wants.

FR1

Family Roots Inc. Customer Care & Complaint Resolution

At times, a customer may not feel satisfied with the product or services they received. Willa explains that one particular instance she can recall is that when they have to ship to an APO or FPO address, which is overseas, they cannot track the package and the packages take longer to be delivered. They give their customers a time frame estimate of 6-8 weeks, but for APO and FPO addresses, they cannot guarantee when the package will be delivered. To resolve the issues, Willa states, “I always try and make the customer happy and we do have contracts that we have to abide by. In cases where we have complaints, I will personally get involved to make sure the customer is happy. I will try and satisfy them and give them the best customer service possible.” In this particular instance, Willa states that she contacted the unhappy customer and explained what happened, in addition to sending some extra products to them. “The customer said they understood and was happy and I did not even have to give them a refund,” she states. Once an issue is resolved, Willa and her team follow up with an e-mail to the customer to let them know that if they need anything else, they just need to contact Family Roots and it will be taken care of.

To ensure they can resolve any issues that arise, Willa states “Anytime a customer has a complaint, the first thing we do is to go to our web site and see what has been ordered to make sure we gave them the correct order. We even ask for a picture of the item so we can compare it. If there is an error, then we would send them a pre-paid shipping label so that the customer can return the item so we can fix it or if they are not happy, we would just refund their money.” Family Roots/Military Achievements also has quality control steps in place to ensure that the product is made correctly the first time, such as confirming the spelling of a name, correct dates or ages. Since receiving complaints on Ripoff Report, the team at Family Roots has taken extra steps to make sure they respond to any customer service e-mails quickly. They have also changed the Quality Control department, so they are double checking any quality issues that may arise.

In response complaints or claims made against the company on Ripoff Report, Willa states, “Our main focus we are trying to achieve is that the customer is satisfied and happy and to have pride with their family heritage. We want to send them something they would proudly display at their family reunions and private events.” Willa and her team also recognize the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. “It is very important that we are not getting bad reviews and have a company in place to get the truth out because we do not want any bad reviews or bad word of mouth to hurt the business,” explains Willa.

Family Roots Inc. / Statements from the owner

"Family Root’s is truly a family in every sense, we are committed to our employees as much as we are committed to our customers. We strive to connect with our customers and meet all their expectations. In this challenge, I look to succeed in not only reaching my customers expectations but exceeding them. I feel this is what customers truly remember.

Family Roots, Inc. are committed to providing customers with excellent products and unmatched customer service. We have dedicated Customer Service Personnel, who have a world of experience in dealing with customer situations. My Customer Service Team, see each day as a new challenge and in this business every day brings something new. I am proud to see the lengths the team go to, to make things right so that a customer goes away satisfied that the company he is dealing with cares about his situation.

Family Roots, Inc. is committed to providing its customers with the best products available:

Our Quality European Style Swords can be custom engraved free for customers to bring added value and enhance a customer’s personal taste.

Our Shields are customised in our own plant in Kentucky, with a range of designs for country of origin, country flags, coats of arms, military achievement logos.

Our embroideries and banners are all hand crafted, to the highest quality.

Our custom made heraldic and military rings are custom made in the USA and Europe.

Family Roots also takes feedback from its employees as well. “Our employees are the reason we have been successful and have had the longevity of 30 years in the business” Employee feedback and surveys reveal comments such as this: "Family Roots is a fun place to work, where there is always opportunity and diversity. If your want to move up in the company, you just have to work hard”” “Every day at Family Roots brings something new and at the end of the day there is always a sense of satisfaction in a job well done.”

FR2

John has worked for Family Roots for 8 years and states, “The best thing about Family Roots in the comradeship that exists, every day is fun. The whole sales team like to work hard, and play hard” If you show that you care, you have the opportunity to move up. I hope to be here for many more years.”

David has been with the company 4 years, “I can’t believe how much I’ve learned working with the company. So many different personalities, all with different strengths but everyone with the same objective and that’s our customers, they are first, last and always.”

FR3

STATED IMPROVEMENTS FROM FAMILY ROOTS INC.

Family Roots, Inc. understands complaints posted on Ripoff Report (whether true or not) are issues that need to be given attention and not ignored. True complaints are a great way for the company to learn how to improve and take corrective actions so there is no repeat of the issue. Once an issue is taken care of correctly, it’s the customers who will tell the story. A story of how the company put its hands up and made every effort to make things right. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s review Family Roots has made organizational changes, by employing additional customer service staff. This allows a more comprehensive approach to problem resolution and a commitment to a great customer experience. We are always looking to improve and if we’re not improving we’re not doing the job right.

In summary, after our review, Ripoff Report is convinced that Family Roots is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

--------------------------------

Family Roots www.familyroots.com Awful deceptive merchants with terrible customer support Internet

I couldn't find any proper category to put this under. But this business specializes in finding yourfamily's last name and family history. They also create a sword and/or other products like a crest with your family's crest after they investigate your family's roots. 

This company gains most of their clients from military members. It's very obvious the salesmen are paid on commission or by how many people they are able to sign up. These unscrupulous sellers will generally set up a booth at military bases where there are new recruits who have just finished basic training and are attending their school for their trade.

The salesmen I am talking about in particular were the ones set up at Sheppard Air Force Base. They will entice recruits to sign up for their services. Stating that they will put you on a payment plans. What makes it so awful is, the place they set up shop at, has restaurants in it which sale alcohol. Many recruits on the weekend will go and drink alcohol (legally) having a good time. As they walk out these salesmen will target these people and get them to try to sign up for ordering a very expensive sword and their services. Let me explain my situation.

I was in Sheppard Air Force Base and I was drinking during the weekend. I was stopped by one of their salesmen. He had some swords and other trinkets and told me that I could sign up and there would be flexible payments (Like $50/bi-weekly). He told me I could cancel all the way until the final payment has been made. Since the company doesn't even begin to create your product until 6-8 weeks AFTER you've completed paying for the product. So, essentially, you don't have the product in your hand until the finalized payment. There aren't very many products I can think of where you don't have the product in your hands yet you are paying for it and you don't have the product. I asked the salesman could I cancel and he told me that I could if I did prior to paying fully for the item. I'm thinking with only $50/month bi-weekly drafts that shouldn't be an issue since that would take me well over several months to pay off $700.

Anyhow, after I signed up I began to think how silly it was that it was not possible for me to get the product until I finished paying for it and only then would it ship and they BEGIN to work on it I decided to call and cancel thinking they haven't even done anything so what is the problem with this. WRONG, they won't let you cancel after 14 days of signing the contract. Meaning, after 14 days you are stuck paying unless you cancel your credit card. They will continually charge, and charge, and charge you till you have finished paying for the product. And then, only then, do they create the product and sent it to you.

So ask yourself this question? WHY wouldn't they be able to cancel your order and issue a refund if you haven't completed paying for the product? Does that make any sense at all? I called their customer support line and was told I was unable to cancel and receive any money back. After this I called and said I wanted them to stop drafting my account. They then stated they could cancel what they had charge thus far but I had to get someone from their saves department to call me back. They never did call me back. Finally, called again and got a hold of someone. They then canceled the drafts from continuing to ding my credit card but the balance they had drafted $400 some odd dollars they said I could not get back. Basically, they said that either I finish paying the $700 dollar item I was being bi-weekly drafted on, OR I could take the money and buy something cheaper. So wait. . . . you can hold my $400 you've drafted towards a product that's not been created yet and wouldn't be till I fully paid $700 for the item I was buying BUT I could cancel and purchase something else with what you've drafted thus far? So essentially you hold my money hostage without even have given me any service what so ever, no product, no anything?

So as it stands, I didn't want the product any longer, they have my $400 some odd dollars in limbo and unless I either cringe and purchase the $700 item I was originally bi-weekly paying on I am out $400? How does that seem fair considering they never even made me a product and wouldn't till I completed paying for the product. It'd be one thing if I had the product or some form of it within my hands. I have product in any shape or form in my hands at ALL. Yet they have $400 some odd dollars my money. I've never seen ANY company charge you monthly for a product they aren't fronting to you while you pay. It is absolutely ridiculous and this is such  a JOKE of a company. Do not support them and do not listen to what their salesmen say. And lastly, I was pretty intoxicated when he approached me to sign up for this. I was definitely over the limit to drive but I could still function. That is not legal to have anyone sign a contract under those circumstances either but I'm not even going to argue with that one. What an awful company DO NOT BUY from them.

This report was posted on Ripoff Report on 03/02/2013 10:55 PM and is a permanent record located here: http://www.ripoffreport.com/r/Family-Roots/internet/Family-Roots-wwwfamilyrootscom-Awful-deceptive-merchants-with-terrible-customer-support-1022746. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Family Roots

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Ridiculous and Utter Terrible Explaination

AUTHOR: Magnicious - ()

That's so silly what you wrote. I know you're trying to save face. Once again I STILL do not recall ANY business custom or whatever that drafts you for a product and makes you pay for it in full without receiving anything. If what you say about the "research" of the surname is true why don't I receive some type of results from the "research" done so at least I have something in my hands that I can say that I have? That's the point I am getting across here. The person being drafted has NOTHING to show for it until he/she completes paying for the product.

I notice you say this is "industry standard" I'd really love to find places that do this? What's the point of a payment plan if you don't even get the full product? Why not do NO research until the full payment is made? It takes 6 to 8 weeks to the product as you stated AFTER the full payment plan is completed. So how are you "stuck with a product" that hasn't even began production? You might as well just begin all the research and everything AFTER everything is paid for.

It's be one thing if as soon at the payment(s) are done the product goes out immediately. Lastly, what would be the difference if I just paid the FULL $700 up front? You'd still have to do the "research" you claim anyway? So why begin it while I am in my payment plan? The answer is very obvious, so that you can keep the product(s) that the person has order.

Lastly, since essentially you're charging me for this "service" why can't I merely get the "service" of my family roots investigated and then the rest of my money refunded? Why is it I have to purchase the product with the service? How does that make any sense at all? You claim you're losing money by doing a "service" for me investigating my last name. You see how your logic is completely flawed?

At the very least a payment plan would make sense if you intended to create the product and have it ready to send out at the end of the payment. One could even question if you all don't begin the process until after the full payment has been made. So sorry, that's not a good excuse and your policies are horrendous. I am SO HAPPY this page that shows how silly your business practices are appears on the first page of a Google search of your company. I hope you not working with me and refunding my money back was worth your reputation.

That $400 I can make back. This report against you will stay on this site and on Google forever. And it will stop some people from buying. Even if this report stops five people from buying your $700 product you trying to save $400 and not refunding me has now cost you $2800. Sound like a good business decision right? Good luck with your product and thank God for ripoff report allowing us to report shady businesses like yours.
Respond to this report!
What's this?

#2 Author of original report

Absolutely ridiculous reply back

AUTHOR: Magnicious - ()

That's so silly what you wrote. I know you're trying to save face. Once again I STILL do not recall ANY business custom or whatever that drafts you for a product and makes you pay for it in full without receiving anything. If what you say about the "research" of the surname is true why don't I receive some type of results from the "research" done so at least I have something in my hands that I can say that I have? That's the point I am getting across here. The person being drafted has NOTHING to show for it until he/she completes paying for the product.

I notice you say this is "industry standard" I'd really love to find places that do this? What's the point of a payment plan if you don't even get the full product? Why not do NO research until the full payment is made? It takes 6 to 8 weeks to the product as you stated AFTER the full payment plan is completed. So how are you "stuck with a product" that hasn't even began production? You might as well just begin all the research and everything AFTER everything is paid for.

It's be one thing if as soon at the payment(s) are done the product goes out immediately. Lastly, what would be the difference if I just paid the FULL $700 up front? You'd still have to do the "research" you claim anyway? So why begin it while I am in my payment plan? The answer is very obvious, so that you can keep the product(s) that the person has order.

Lastly, since essentially you're charging me for this "service" why can't I merely get the "service" of my family roots investigated and then the rest of my money refunded? Why is it I have to purchase the product with the service? How does that make any sense at all? You claim you're losing money by doing a "service" for me investigating my last name. You see how your logic is completely flawed?

At the very least a payment plan would make sense if you intended to create the product and have it ready to send out at the end of the payment. One could even question if you all don't begin the process until after the full payment has been made. So sorry, that's not a good excuse and your policies are horrendous. I am SO HAPPY this page that shows how silly your business practices are appears on the first page of a Google search of your company. I hope you not working with me and refunding my money back was worth your reputation.

That $400 I can make back. This report against you will stay on this site and on Google forever. And it will stop some people from buying. Even if this report stops five people from buying your $700 product you trying to save $400 and not refunding me has now cost you $2800. Sound like a good business decision right? Good luck with your product and thank God for ripoff report allowing us to report shady businesses like yours.
Respond to this report!
What's this?

#3 UPDATE Employee

Terms of Agreement

AUTHOR: Military Achievements - ()

Dear Valued Customer,

We're sorry to hear you've had a negative experience. I would like to address each of the items you mention as I feel there has been a miscommunication. 

First, I would like to address the comment that products are not made until 6-8 weeks after the payment plan is completed.  That is simply untrue. We guarantee deliver within 6-8 weeks of completion of the payment plan.

The research of your surname begins the moment the order reaches our headquarters. Some rare surnames can take up to six months to fully research.  This is why we have the 14 day cancellation policy. The policy is clearly stated in bright red ink on the order form.  The cancelation policy is located right next to where you would have signed your name stating you have read and agree to our terms.  We've placed it there so there is not confusion for the customer.

We will refund any payments right away if a customer cancels within the 14days. We cancel drafts immediately upon request.  If the customer waits beyond 14  days we have already begun the research and gathering all the details to manufacture your product. The labor can be quite extensive. Once the 14 days has past and the research is under way we do allow customers to downgrade their order should they decide not to spend the amount they first agreed to pay. We can do this because the research process is the same for all products.

Our second reason for the 14 day policy is for customers that pay in full at the point of sale.  If a customer pays in full when they order we must begin production right way in order to make our 6-8 week delivery deadline. If a customer that pays in full cancels after 14 days, again we are stuck with a product we cannot resale. We wouldn't have the 20 year relationship we have with the military because we would be out of business.

It is not unusual for companies that create custom products to require payment in full before delivery. In fact it's an industry standard for most. If we fully complete the product before you pay for it and then you never finish paying then we're stuck with a product we can't use again. 

I'm sorry you were unable to contact us within the two week period to which you agreed.  I hope you will reconsider one of our other products. 

Kind Regards,
Family Roots
Customer Care 
Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
X