Trace Your PastReviews of trace.com

Response from Trace Your PastJun 14, 2022

Hi Loren, We are sorry to hear that you have not enjoyed your experience at Trace. It is true that your project is requiring documents from the archives which have been shut down for a long time. We are looking into other ways to retrieve those documents to speed up the process. That is what your last update meant. Also, in your initial contract, we specifically stated that the archives were shut down and that work could not be completed until they were open and the documents were received. You agreed to this. Please reach out to me and I can send you a copy for you to review if you have lost your original. Unfortunately, we and no one else have the power to speed up the archive process and the backlog from covid. Many people are and have been waiting for documents. If there is anything else we can help you with, please don't hesitate to reach out to us at [email protected].

Response from Trace Your PastMay 9, 2022

Hi George, We are sorry to hear that you are unhappy with our service. Your report did take longer than the 40 weeks due to the extensive research, however, it stated in your proposal that 40 weeks would be the minimum time to complete a project of this size. Covid also slowed down the research process. We apologize that the data has overwhelmed you. Your project was big and required 4 separate reports, calendars, family trees, and source docs to contain all the information. While there was a lot of data it was all neatly organized for you in reports with a table of contents for each report. We have no record of making a promise that we would provide bound copies and that is something our company has never done. Your researcher went above and beyond on what they provided you in your report. Everything was done to your request and they researched for the full budget you paid for. We do not do consultation calls after a project is completed. We can take questions but we layout projects in a way that is easy to read and follow. All of our reports are also professionally put together. If there is anything else we can help you with, please don't hesitate to reach out to us at [email protected].

Response from Trace Your PastMay 3, 2022

Hi Bob, I apologize that you are unhappy with your experience. Your project was successful, completed ahead of schedule, and all your objectives were met. That's exactly what you asked and paid for. Trace uses professional genealogists we use professional genealogist standards in all of our reports. We review and edit all reports in house of research has been done. Your report was laid out in an organized matter with sections and details of our findings. After a customer receives their report they can come back to us with all of their questions and we will answer them. Your questions are currently in our queue to be reviewed. Your first interaction with us after the report was not you asking what you received but upset that the source documents were not translated. You did not pay to have those translated as it is very costly to have someone do that. It was not part of your project. However, we let you know that we can find someone to do that for you. Following that, you sent a long list of questions and continued to become angry. I again apologize that you are unhappy because everything you wanted us to find was found and presented in a professional report. Your project was successful. If there is anything else we can help you with, please don't hesitate to reach out to us at [email protected].

Response from Trace Your PastMar 21, 2022

Hi, thank you for your review and feedback. Since you have not left a name I am not able to fully address your specific concerns or situation. Some projects do take longer than estimated if we have to wait on records from the archives. That is something out of our control and would be the same anywhere you go. If our researchers do have questions throughout the process they will ask us to pass that on to you. Our researchers will not move forward if they need more information from the client or if they are waiting on the client to confirm information. Please email us at [email protected] so we can further help resolve your concern.

Response from Trace Your PastFeb 25, 2022

Hi Denise, Thank you for your review and feedback. I have looked through your account and it looks like our team has been editing and fixing your proposal to meet exactly what you want. We have to finalize that in order to pair you with a researcher. It looks like you had some communication with our team in January and on February second your sales rep reached out and said it would take a couple more weeks to finalize your proposal. You only submitted a formal request for a refund right before writing this review. With the huge time difference between us, communication can be a bit lagged and I did see your request this morning. I have attempted to reach you by phone with no response but I would love to talk about any frustration you have and how we can solve them. Please reach out to us at [email protected].

Response from Trace Your PastFeb 4, 2022

Hi Karen, thank you for sharing your concerns with us. We would love to discuss this further with you and see what we could do. We strive to provide the best genealogy projects. I have reviewed your project and it looks like it was completed in 4 months which is normal for your objective. We did tell you the estimated time was 8-12 weeks. This project only went a little past that time frame which can happen with genealogy. Also, our researcher provided a 19-page report answering your one objective. As far as communication, we strive to send updates once a month. These updates come from the researcher and we updated you several times on your project. Unfortunately, it is not feasible to get updates more than once a month. We did acquire another company and rebranded to Trace as we felt this suited what we are all about better. I apologize again Karen that you are not happy with your results. I have tried to reach out over the phone and by email. Please email us at [email protected] so we can further help resolve your concern.

Response from Trace Your PastFeb 2, 2022

Hi Steve, We appreciate you sharing your concern with us. We are sorry that you feel like your project did not meet your objectives. Our researcher did go through each of your objectives and responded to all of them in your full report. Unfortunately with genealogy research, it is never sure that we will be able to fulfill all or every objective. Sometimes despite our researcher's best efforts, certain records can not be found. Your project was paused for a very long time because the researcher could not access the archive needed to obtain a record. Because you pay for the researcher's time they will not continue the research until they have the appropriate records or information they need. They do this so no paid time is wasted. The archive was shut down due to COVID which was out of our control, however, we still updated you every month to let you know the status of your project. I have called to try to talk with you about your experience. We would love to discuss this further with you and see what we can do. Please reach out at [email protected].

Response from Trace Your PastDec 9, 2021

Hi Joshua, thank you for sharing this concern with us. We understand how frustrating it can be for your project to be on hold while we wait for archives to recover from the Covid19 pandemic; many projects are in a similar situation. In your present circumstance, the necessary archive is in the process of reopening, however, the documents needed for your project are currently unavailable and, as they are necessary for your research, your project "remains paused, until the researcher is able to conduct onsite research" as stated in your project updates. We recognize your desire for meaningful updates and we will absolutely provide you with those as soon as your project and be resumed. We encourage you to contact us at [email protected] if you have additional questions about this process. Thank you for your patience as we continue to follow up with the archive.