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

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

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.