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Business Profile

Family Services

Our Family Wizard

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Services.

Complaints

This profile includes complaints for Our Family Wizard's headquarters and its corporate-owned locations. To view all corporate locations, see

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Our Family Wizard has 3 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 6 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/28/2024

      Type:Order Issues
      Status:
      Unanswered
      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 paid an annual subscription to use the *** app and for 4 months I have been unable to login. All calls and emails to support has failed to yield a resolution. I still cannot use the app.

    • Initial Complaint

      Date:10/17/2024

      Type:Product Issues
      Status:
      Unanswered
      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 paid for the service but my co-parent will not use the app and therefore it is useless to me. The refund policy of no partial refund after 30 days was not made clear and is moreover unethical due to the strained circumstances of those seeking the service - people going through divorce. I have not used the service and would like a refund. The agents I spoke to would not allow any exceptions. Again, this feels like predatory behavior on a consumer base already under duress, and I believe is highly unethical.

    • Initial Complaint

      Date:09/16/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 OFW pay account (account which links my bank to the Our Family Wizard site) was disconnected when changes were made on their end. Since those changes were made I have been unable to re-link my bank account. Weeks and weeks have passed and customer service has done nothing.

    • Initial Complaint

      Date:07/30/2024

      Type:Product Issues
      Status:
      Unanswered
      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 paid an annual fee for a service that allows me to make payments online. I have contacted OFW ********************************************************* to work on it. I have been unable to use the service for a month. No one there calls you back or emails you back. They seem content on just taking your money and not doing anything. When you call their **************** number they refuse to escalate the complaint to anyone else there and they just say someone will call you back. No one has done so in several weeks and countless phone calls.

    • Initial Complaint

      Date:11/11/2023

      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.
      The App has locked me out and wont send information to let me get in. Ive been trying to contact my husband for days and because of the natured of our impending divorce I can only use the app. I cant reach him regarding my child and it has resulted in not being able to contact my child for many days.

      Business Response

      Date: 11/13/2023

      Good morning,

      Looks like the user was able to reach our support team and get logged back into their account.  We are available 7 days a week at ******************************* or ************ and always happy to assist if someone is having login issues.

      Customer Answer

      Date: 11/13/2023

       I am rejecting this response because:

      I affirm that I was contacted before this response was given and now I am happy to be in touch with my daughter. I am now back into the product. But to say you are available 7 days a week is not accurate - as I called that line, emailed that email, and sent a request via the contact form and it took me 3 days for someone to respond which just happened to be after my BBB Complaint was filed. I like the product, but I would appreciate a bit of focus on response times - as my ***parent stated he also had issues.

    Our Family Wizard is NOT a BBB Accredited Business.

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