Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
******* ** *** ********* ***** *** ******** **** ***** ****** *** ** **** **** ******** *********** I also was told there were also 8/10 and 9/10 matches. it feels like a **** to get me to pony up the $19.99 to see them. Well, I paid, and was rewarded with a whole lot of nothing. Being impossible to contact and being told they don't do refunds even when the site lies to you is unacceptable, and if the only way to get a resolution is to complain here, **** ******** * ***** ****** **** ***** I'd like my 20.00 back, and I'd like to know that there's something that can be done to let more people know the website can and does lie to get paid, ******* *** the heartache is people who will do anything to reconnect with loved ones.
Business Response
Date: 12/06/2023
Hello! We are very eager to respond to this inquiry.
On Adopted.com we identify accounts based on email alone, since we don't require members to provide any other identifying information when they create a search profile.
The email provided here does not exist in our system at this time.
Please provide the email associated with the account you are inquiring about, and we will be very pleased to offer any support we can!
Every member matters, and all concerns are addressed immediately.Customer Answer
Date: 12/06/2023
The email was this one, ************************
It no longer exists on your system because i deleted the account. I feel confident that you can address your company's ********* business practices even without an email. ********* **** *** ********** **** **** *** ********* ** ****** *** ********** ******* ** ******** *** ******** **** **** *** ***** ********* ** *** ***** ***** ** *********** I don't want my specific situation "resolved", i want the company to make meaningful changes that move away from ******* ** ********** people looking for family and toward total transparency in the process and result in you only collecting money when you've earned it HONESTLY.
Business Response
Date: 12/06/2023
Hello,
There is not an option to delete your account on ********************** once you have a payment history.
Therefore we were able to reach out to our payment processor to locate your account using the email you provided here.
It wasn't available in our system without cross-referencing with the payment processor because you had updated your contact email to:
********************************************
We are not obligated to interact with this kind of communication.
* ** ************ ** *** *** ** **** **** ******* ******* **** ** *** **** *** *** ******** ** ****Initial Complaint
Date:11/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried an initial search for an adopted sibling for free on their website. It came up with a few strong matches and a ton partial matches. For three months I received emails about matches. Then in august 2021, I received an email about a message. I paid $19.95 for what I believed was a one time fee to see the details. They really tear at your heartstrings. The message was not a potential match. I felt totally ***** and mad that I spent $20 on nothing. Lesson learned, case closed. I cancelled the account and never received another email. Except, I just discovered 21 months later that I have been charged $19.95 every month since august of 2021! I have never received a bill or receipt via email or any other mode of communication. It is not clear that paying the fee is an ongoing subscription. On their website, it is difficult to cancel, and there is not billing history available. I was able to cancel eventually, but their policy states they cannot refund customers. There is no way to call and contact the company. Im seeking a full refund of $418.95.Business Response
Date: 11/05/2023
Thank you for taking my call today! I am so glad I was able to respond to your concerns.
People are always surprised to get a call from the founder, but that is how we do things at Adopted.com!
You can reach me again, as discussed, by using the Support link on any page of the site.
As we discussed there is never a cost to reply to messages that other people send you on Adopted.com. That is always free! Also cancellation of a paid subscription is easily done on your Membership page.
I felt good to be able to respond to all of the concerns you had, and also we reviewed your account and noticed a few places that your search could be taken further using some of the features you didn't know about.
You graciously acknowledged that you feel responsible for not cancelling your subscription because you don't look at your credit card statements. In spite of this, we were still able to offer you some support with your prior payments.
Please don't hesitate to reach out again through your account. I enjoy being of service, and I'm here to help you!
Katharine, Founder of Adopted.comInitial Complaint
Date:07/06/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Adopted.com has allowed a user to post our full names, where we live, our child’s name and picture and has is soliciting pictures from the public of our minor child. Without our consent or permission. They have made false statements about our child and ******* to come after her. Adopted.com has no way to connect or submit a complaint. It o my issues personal information. Compromising the safety of our family.Business Response
Date: 07/06/2022
Thank you so much for reaching out. I'm glad we were able to speak on the phone today, within minutes of receiving your comments.
Together you and I were very easily able to identify the profile in question and take it down immediately. We are now in contact directly with each other by email to my private address, and I am accessible if you need anything from me in the future.
This is very important to me, and my whole team. We are here if you ever have concerns.
Katharine,
Founder of Adopted.comCustomer Answer
Date: 19/07/2022
I would like to update my complaint and refer to the exceptional experience I had resolving my concern with Adopted.com.
*********
I received a phone call immediately from the CEO Katharine. She listened and validated my concerns and took immediate action to fix it. As the process took place, she kept in contact to verify where they were in the process and give us piece of mind. Above and beyond caring about our well being and we are very grateful for her and adopted.com 's response.
Please let me know if there is a better avenue to update my experience.
******* *************
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