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Business Profile

Obituary Notification Service

Legacy.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Obituary Notification Service.

Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    It shouldn't take more than 2 days to remove someone's comments from a posted obituary. I'm still waiting for a sensitive post to be removed. My family is grieving so this should be the least of our worries. It's frustrating as no one has responded to me. More frustrating is that the poster was asked to remove it but has no clue how. One delete button should do it so why isn't one provided.

    Business Response

    Date: 04/09/2023

    Hello,

    Thank you for contacting us and we apologize for the trouble and delay.

    We have reached out for more information on what you'd like to have removed. Feel free to respond to that email or contact us at *************** 

    Customer Answer

    Date: 04/10/2023

     
    Complaint: 19914042

    I am rejecting this response because:

     

    I've sent the information twice, including a link.  Where do I send it then? I sent it to your info@... address.



    Sincerely,

    *************************

    Business Response

    Date: 04/11/2023

    We apologize for the delay. We have removed the requested photos and the Guest Book should be updated online within the hour. Please let us know if we can be of further assistance. 

    Customer Answer

    Date: 04/12/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *************************

  • Initial Complaint

    Date:03/10/2023

    Type:Product Issues
    Status:
    Answered
    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.
    They did not remove my name from this obituary ******************************************************************************************************************************* after I had requested it to be removed. I should have control over my name, not them or someone else. I did not give anyone permission to use my name.

    Business Response

    Date: 03/12/2023

    Hello,

    Thank you for reaching out and we apologize for the troubles. The link that was provided is for the Funeral Home directly so unfortunately we are unable to edit that obituary. The funeral Home would have to be contacted directly with the request to have your name removed.

    We did receive you request to have you name removed from, ******************************************************************************************** and have done so on our end. 

    If you see your name on any other Legacy obituaries please let us know and we can further assist. 

  • Initial Complaint

    Date:03/09/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    My dad passed away Feb 26 and legacy.com posted the obituary I paid for to be published in my ***********. I am my father's only child. He is not married. I paid for all his final arrangements. An ex of my dad's posted photos on legacy.com under my dad's obituary of him while he was sick and dying. This women is facing criminal charges for elder abuse and neglect on my dad and robbed him while he was dying. She is posting under 3 different aliases and I've contacted legacy.com about this begging them to removed the content posted by her as it's harassment and taunting to me especially while I'm grieving my dead dad. I've called and left messages and even emailed six times begging. I sent in my proof I paid for obituary and funeral. I sent in funeral ome contact info and newspaper info and the content is still posted. This is beyond upsetting not to mention traumatic.

    Business Response

    Date: 03/10/2023

    To ensure we are following the newspaper's policies we always need to verify that the requestor is the actual purchaser by contacting the newspaper. We heard back from the newspaper last night, removed the content this customer requested and let him know as soon as it was completed.

  • Initial Complaint

    Date:01/07/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    There is a monopoly on obituaries in ******* that is a civil rights problem. In order to publish a public notice of the death of a loved one, one can only do so for FREE if a funeral home submits it. If an obituary is submitted independently, every publication lets Legacy.com handle obituaries. The minimum fee for any newspaper listing, which remains online perpetually, is advertised as $123.60.I entered the required information for my father, including the text for an obituary. The price went up to over $1000 for "additional content." Removing the entire obituary and leaving the required information brought the cost down to just under $150. There is no way to receive the minimum price. This is an outrageous abuse and monopoly. Legacy.com provides an important service, but their practices are unethical and their advertising deceitful. They deserve a congressional audit.

    Business Response

    Date: 01/08/2023

    We aren't actually involved in the pricing of the newspapers' obituaries. That is set by the Boulder Camera to which the obituary was going to be submitted.

    We do offer an online only option for our customers of $99. We have replied to this customer to let her know and to offer her a complimentary online only obituary for any inconvenience she may have experienced through the submission process.

  • Initial Complaint

    Date:12/26/2022

    Type:Product Issues
    Status:
    Answered
    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 want my name removed from my grandfathers obituary, or for the page to be removed completely or taken out of the ****** search results for my name. I just dont want people to be able to search for me online and find out the personal information of a number of my family members, and myself.

    Business Response

    Date: 12/27/2022

    This customer contacted us directly and we already removed this obituary at her request.

  • Initial Complaint

    Date:11/23/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My aunt passed away Saturday, November 19. The original obituary posted by the funeral home contained incorrect information, listing her aunt (who died in ****) as her sister. By the time family members caught the error and the funeral home corrected her obituary, it had already appeared in the local newspaper and on Legacy.com. I contacted Legacy.com immediately after seeing the incorrect information on its site. I provided the link to the corrected funeral home obituary and requested Legacy.com to correct the information it has online and it has refused to do so.

    Business Response

    Date: 11/25/2022

    Hello,

    We're very sorry for the inconvenience but as stated in the email we sent on 11/22, any corrections to this obituary must be made through the publishing newspaper.  If you contact them, they should be able to assist you with updating this notice.

    Kind regards,

  • Initial Complaint

    Date:08/14/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Date of Transaction: Aug 6th Ordered an Obituary through Legacy.com to be published in 3 papers on Aug 6th. Before payment, the website stated they'd be published on Aug 7th, 9th & 11th, as well as put online for all 3 newspapers. Charged me $947 and change. They did not send me an itemized receipt (no email either). They took the money out of my account immediately. I got an email stating it was live on their website on aug 6th at 11`:37AM.It WASN'T published in the Des Moines Register which was to be published as promised on Aug 7th. It WAS published on Aug 9th in the ********************* and WASN'T published on Aug 11th in the ******************************* Courier. The worst part is: His service was Aug 12th, so the two that weren't published, people weren't able to get the info and come to his service. Unbelievable. The second worst part is I've called and left voicemails and also emailed twice now. NO ONE will call or email me back. Completely unacceptable, especially for the nature of their business!!! Disgraceful.

    Business Response

    Date: 08/16/2022

    Good Afternoon,

    We confirmed that 2 of the 3 orders were online and in the printed newspaper. The third was cancelled as a duplicate to one placed directly through the newspaper. Regardless, we've offered the customer a full refund on their 3 orders. We did try to reach the customer several times via phone and received a voicemail, however, we were able to let them know via e-mail. Should the customer have any further questions or concerns we are happy to help at [email protected].

  • Initial Complaint

    Date:08/06/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Ordered $277 floral arrangement for funeral and Legacy.com waited until 12:31 am of the day of the funeral to email me and say they could not fulfill the order. Outrageous!!!nn

    Business Response

    Date: 08/06/2022

    Hello,

    We sincerely apologize for the disappointing experience you had with your flowers order.  

    The vendor that handled your order explained that the local florist was not able to deliver the arrangement to the church in time for the services.  They have issued a full refund and emailed you a confirmation for your records.  

    Should you have any further questions, please reach out to our customer support team at info@**********************, they will be happy to further assist.

    Kind regards,

    Customer Answer

    Date: 08/08/2022

     
    Complaint: 17680781

    I am rejecting this response because this business claims to sell flowers for funeral services and waited until nearly 1 a.m. of the day of the funeral to inform us that they would not fill the order. It's outrageous and unacceptable. We couldn't find an alternative with such little notice. It's beyond unprofessional.

    Sincerely,

    ***********************

    Business Response

    Date: 08/12/2022

    We truly regret that the flowers were unable to be delivered in time for the services.  Our vendor reached out to you as soon as they were made aware that the florist wasn't able to deliver to the 9am service. They did offer to send an arrangement to the family's home address, and that offer still stands.  Please contact us at [email protected] if you would like this option.

    Kind regards,

    *********************
    Manager, Support & Solutions
    Legacy.com
    [email protected]

    Customer Answer

    Date: 08/15/2022

     
    Complaint: 17680781

    I am rejecting this response because: it ignores the issue I am complaining about completely. I complained because the company waited until nearly 1 a.m. on the morning of the funeral to tell me they would not complete the order. It's outrageous. 

    Sincerely,

    R. ***********************

Legacy.com is NOT a BBB Accredited Business.

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