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BBB Accredited Business sinceAdditional Locations
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A BBB Accredited Business since
BBB has determined that Sorenson Genomics, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Sorenson Genomics, LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Bethann Layton, Business Contact Chris Harmston, Dir. of Quality, Records Ms. Carmelita Martinez, Supervisor Ms. Kimberly McGregor, Company Contact Ms. Amber Shaw, Client Support Supervisor Mr. James Sorenson, Owner
Medical Testing Companies
Alternate Business NamesIdentigene, LLC Relative Genetics Sorenson Forensics, LLC Sorenson Genomics / Identigene
2495 S West Temple
Salt Lake City, UT 84115 (888) 404-4363 (801) 462-1413 (801) 462-1446 (888) 693-6266 (801) 462-1410 +800-DNA-TYPE (800) 362-8973 (801) 462-1401 (801) 462-1494 +888-404-GENE (888) 404-5363 (888) 488-1122 Directions
2511 S West Temple
Salt Lake City, UT 84115 (801) 462-1400 Directions
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Additional Phone Numbers
- (800) 362-8973(Phone)
- (801) 462-1401(Phone)
- (801) 462-1410(Phone)
- (801) 462-1413(Phone)
- (801) 462-1494(Phone)
- (888) 404-4363(Phone)
- (888) 404-5363(Phone)
- (888) 488-1122(Phone)
- (888) 693-6266(Phone)
Additional Web Addresses
Additional Email Addresses
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: Identigen Changed Their Billing To $89.00 Dollars Back In September. I Bought My Kit From WAlmart In December. The Kit I Bought Said The Lab Fee Was 129.00 So I Sent A Money Order For 129.00 Dollars. After Calling The Person I Spoke With Stated That Identigene Was Not Doing Refunds For The Forty Dollar Difference, But Merely Processed My Test Faster. That Is Stupid Because In The Kit It Says They Are Usually Processed In Two Days.....How Much Faster Can It Be? Instead Of Contacting Me Identigene Chose To Conduct Business In A Scandalous Manner. This Issue Will Not Be Resolved Until I Am Refunded The Forty Dollar Difference.
Desired Settlement: I Would Like The Forty Dollar Difference Mailed To me.
Identigene recently changed the price of our laboratory fee to $89. Unfortunately, not all kits on the store shelves have been replaced with updated order forms. The customer sent in a kit with a money order and order form showing $129. When this happens we automatically apply a 1 day rush to the customer’s account. Our records indicate Mr. ******' test samples were received at our laboratory on 12/29/2014 and the laboratory released results to the customer on 12/30/2014. We understand that the price change may have caused confusion; however, there was no intent for us to make the customer buy what they did not need. Even though the customer agreed to the price on the order form included in their test kit, and sent in a money order for $129, we will honor the price of the new laboratory fee and refund the difference to the customer. In order to process the refund, please have the customer contact us to so that we can obtain their contact information to process the refund.
I Requested A Refund Of The Difference When I Called And Discovered Identigene Had Lowered The price.Identigene Refused. On The Packet It States That Most Tests Are Completed Within Two Days So A One Day Rush Is A Minor Difference. Also Identigene Does Not Call The Client Or Update The Automated Phone systemWhen I Had To Speak To a Customer Customer Service Rep To Discover My Results. I Will Be In Contact With Them For The Refund Difference.
Read Complaint Details
Complaint: Bait and switch- Quoted a price of $ 306 for all costs, later informed it would be an additional $ 138.00 I contacted Identigene LLC after a search on the internet of Immigration DNA testing companies. Their address is listed as **** * **** ****** ******* **** **** ***** ** *****. Upon contacting Identigene LLC I spoke with a woman who identified herself as "****". I asked her for the total cost to do a Immigration paternity DNA test for my daughter and myself including all shipping costs including a prepaid return envelope as required by the Embassy. I was quoted $ 306.00 dollars for all costs. I promptly paid with my bank visa card and waited for the DNA kit to be mailed to the Embassy. The next day I called Indentigene LLC to ask if my kit had been sent to the Embassy and was told I needed to pay an additional $ 138.00 to have it shipped. I told the person that was not what I was quoted and I was very specific about asking if shipping was included in my original quote of $ 306.00 dollars. I was told by the rep that they usually ship by UPS and they found out that the Embassy in Honduras requires they send it by FedEx or DHL. I stated that was not my fault that they didn't know that, and that they advertise on the first page of their website that they work with more than 174 Embassies worldwide. I was told at that point the only way they would send the test kits was an additional payment of $ 138.00 dollars. To me this is a classic bait and switch tactic and their claim that they didn't know about the shipping requirements was false or they are falsely advertising that they work with 174 Embassies worldwide.
Desired Settlement: I would like my additional charge of $ 138.00 dollars refunded as that was not quoted to me.
Contact Name and Title: ***** *********
(The consumer indicated he/she ACCEPTED the response from the business.)
|12/19/2012||Problems with Product/Service|
|9/5/2012||Problems with Product/Service|