• Report: #975539

Complaint Review: OneGreatFamily, LLC

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  • Submitted: Thu, November 29, 2012
  • Updated: Mon, December 03, 2012

  • Reported By: mary — New Jersey United States of America
OneGreatFamily, LLC
2162 West Grove Parkway #150 Pleasant Grove, Utah United States of America

OneGreatFamily, LLC Bradley T. Goulding Swindled me out of $59.88 Pleasant Grove, Utah

*Consumer Comment: It happen to

*UPDATE Employee: Representative

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I subscribed to a Geneology website called OneGreatFamily in order to perform research on my ancestors. Initially I only signed up for a 7 day trial, but because of the dificulty involved in first finding a number in which to cancel my subscription and then not being able to contact them with that number for several days ... I ended up cancelling over the phone with "Eric" who told me that he would not refund me my money because my "free trial period" had expired by two days. Ok, I said... so be it.

I then attempted to use the sight. The web browser software I needed to download could not be used on my mac (I was not warned of this prior to signing up for the "free trial"), so I used my husband's PC. Still the software kept coming up with this: "Cannot continue. The application is improperly formatted. Contact the application vendor for assistance."

I also searched names in the database, but every time I came upon a potential match to one of my ancestors and thereby clicked on their name I got the message: Error code 22055. No explanation of this code on their website.

I couldn't add names of any of my grandparents siblings to my manually input "Family Tree."

Also received Error code 27012 (No explanation again) when clicking on names.

In short the site does not work. At All. So I emailed, and I called, and I never, ever got through. I left messages... at least 20. And sent at least 7 emails. I've never heard back.

So, I am out the money. I have researched Bradley T. Goulding and he is the CEO of dozens of failed companies. He has alledgedly taken money from investors in real estate development scams and he has been a  defendant in multiple legal disputes involving his companies.

I just want his scams to stop, and if this helps anyone it will be worth publishing this.  I'd love my money back, but I doubt that will happen. I've contacted the Consumer Protection Agency in Utah, but so far they have not been helpful.  Maybe if I'd been scammed out of a sizeable amount of money they'd give a rat's ass. 

By the way, I have Bradley's home address in Utah if anyone wants it... I'm not sure if I can legally post it here... but like i said I've got his address.

This report was posted on Ripoff Report on 11/29/2012 11:16 AM and is a permanent record located here: http://www.ripoffreport.com/r/OneGreatFamily-LLC/Pleasant-Grove-Utah-84062/OneGreatFamily-LLC-Bradley-T-Goulding-Swindled-me-out-of-5988-Pleasant-Grove-Utah-975539. 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.

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#1 Consumer Comment

It happen to

AUTHOR: girls62 - ()

This just happen to me to and i need help in getting my money back

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#2 UPDATE Employee

Representative

AUTHOR: OneGreatFamily - (United States of America)

This response is provided to refute the false, defamatory and libelous statements made by Ms. Maryellen Pignataro on Thursday, November 29, 2012.  

On Tuesday, November 6, 2012, Ms. Pignataro signed up for an annual subscription to OneGreatFamily.com by means of a third-party genealogy service provider that offers the OneGreatFamily.com service in addition to its own services.  The subscription included a 7-day trial period.  At 7:37 am on Tuesday, November 6, a welcome letter email was sent by OneGreatFamily.com to Ms. Pignataro at the email address Ms. Pignataro provided during the subscription.  The email sent to Ms. Pignataro included, among other things, the phone number that Ms. Pignataro could use to call OneGreatFamily.  Ms. Pignataro received the aforementioned welcome letter email, contrary to her representation to customer service that she had not received the email, since she replied to this same email on November 28, 2012.  This fact specifically refutes Ms. Pignataros statement that she was unable to cancel her subscription because of the dificulty (sic) involved in first finding a number in which to cancel my subscription in addition to the fact that Ms. Pignataro states that she decided not to contact OneGreatFamily for several days and it was during her delay in using the number provided that her 7-day free trial had lapsed. 

Once Mrs. Pignataro chose to finally contact OneGreatFamily on November 14, 2012, she had already been charged for the OneGreatFamily.com subscription by the third-party genealogy service provider through which she had subscribed since the 7-day trial period had already expired due to her own inaction.  The OneGreatFamily representative agreed to cancel the subscription, thus providing Ms. Pignataro continued access to the service through the annual subscription service and also ensuring that no additional charges would be processed in the future.  Her request for a refund was forwarded to the billing department for consideration and the status of the request was communicated via reply email. 

In the meantime, Mrs. Pignataro began to use the service for which she had subscribed, but ran into issues during the installation of the product.  These issues (MAC support and the loading of the required software) could all have been addressed proactively during the 7-day trial period.  In response to Ms. Pignataros request for assistance regarding the errors received, customer service requested additional information from Ms. Pignataro in order to determine the specific causes of the
errors and to resolve the issues.  This is the same resolution process used by technical support to resolve issues in an efficient manner.  Ms. Pignataro refused to provide the information, but instead chose to send threatening emails and make numerous calls to the customer support department beginning Wednesday, November 28, 2012. 

It is the policy of OneGreatFamily to respond to customer support requests within one business day.  Our records show Ms. Pignataro called customer service 19 times on Wednesday and left 13 voicemail messages, including hanging up while waiting for a customer support representative to complete a service call with another customer in order to take Ms. Pignataros call and assist her.  (Note: One of the calls placed by Ms. Pignataro came through the phone number provided in the welcome letter email that Ms. Pignataro said she had not received and, therefore, was prevented from cancelling her subscription within the 7-day free trial period.)  Our records also show Ms. Pignataro called customer service 9 times on Thursday, November 29 and left 9 voicemails.  The customer service department spoke to Ms. Pignataro on Thursday, November 29, 2012 within one business day of receiving the numerous voicemails that Ms. Pignataro had left while the customer service department was responding to calls from the previous day and in the order the calls were received.  Unfortunately, Ms. Pignataro continued to be uncooperative and combative during the call in which customer service tried to assist her by gathering the necessary information to resolve her concerns.

On November 29, 2012, upon review of the email reply received from Ms. Pignataro on November 28, 2012, and the fact that Ms. Pignataro continued to be threatening and uncooperative during the attempts of the customer service staff to assist her, the decision was made to contact the third-party genealogy service provider and refund of the subscription price to which Ms. Pignataro had contractually agreed.  When the inquiry was made of the third-party genealogy service provider regarding Ms. Pignataros account, the records reflected that a refund had already been processed earlier that same day, November 29, 2012, by the third-part genealogy service provider.  Apparently, Ms. Pignataro had contacted the third-party genealogy service provider directly and not informed OneGreatFamily of this while customer service was attempting to assist her.  

Ms. Pignataros specific statement that she has been swindled and other general representations are false, defamatory and libelous.  

OneGreatFamily has many very satisfied subscribers who use our services every day to:

1.         Build and add to their family trees

2.         Automatically search for additional ancestors

3.         Connect with lost relatives

4.         Search millions of names

5.         Safeguard data from computer failures

6.         Preserve digital photos and documents

7.         Collaborate with other OneGreatFamily users    

8.         View, edit and share your family tree from just about anywhere

These are just a few of the benefits that the many subscribers to OneGreatFamily.com currently enjoy and we appreciate their ongoing support of and enthusiasm for our products and services.  

Thank you.

 
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