Complaints

This profile includes complaints for EasyDNA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EasyDNA

  9245 Laguna Springs Dr Ste 200 Elk Grove, CA 95758

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  EasyDNA

  9245 Laguna Springs Dr Ste 200 Elk Grove, CA 95758-7991

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.

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  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.

  In May of 2024, I sought the services of easyDNA. The package from them came damaged, I had to reach out to inquire if they received the sample, and then I was informed they had lost the paperwork sent with the sample and I would need to complete it all again. I did electronically- and was told they couldnt accept, and then I repeated it with pen/paper and scanned I was then told my signatures didnt match. From start to finish, easyDNA has been unprofessional and I caution anyone from using their services in the future. There are other alternatives, please- spare yourself the headache.

  Business Response

  Date: 05/15/2024

  Dear *****************,
  
  We strive to provide a seamless experience for all our clients, and that is why we take all comments seriously as we always strive to improve.
  
  We have reviewed your case and would like to clarify on some of your comments.
  
  Regarding the damaged package, please understand that once the kit leaves our lab, we have limited control over how it is handled by shipping carriers. Unfortunately, damage to them can occur. We have however taken into consideration your feedback and we will investigate ways to improve our packaging.
  
  Regarding the paperwork, we would like to clarify that the forms were indeed received at our lab with the samples. No paperwork was lost. However, as we clearly explained, there were complications with the consent form for the child involved. Whilst the child did have a signature on the form it was not verifiable as to who signed for him and did not match your signature as the child's guardian/father. It was therefore deemed invalid due to the child being underage. After discussion this with you, we agreed to accept the e-signatures on the 2nd form, and the results were released promptly.  As a company, and due to the nature of the test,we must abide by our legal and regulatory requirements especially in relation to consent for minors.
  
  We also want to point out that we maintained constant communication with you and kept you abreast of all developments and issues especially regarding the paperwork.
  
  We hope the above clarifies matters, and we do understand some of your frustrations. We have taken on board your feedback and we will continue to endeavour to provide our clients with the best service possible.
  
  Sincerely,
  
  Customer Care Team 

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  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.

  On 12-22-2922, I received a paternity test kit from EasyDNA from said address. After my daughter and I performed the test, they were mailed out via **** on 4 January 2023. Here it is 19 January and according to EasyDNA theyve yet to receive my test results. My Case # is GTG96622US and Routing # is ***************************.Ive tried calling and left messages for someone at EasyDNA to rerun my calls but they refuse to. They continue to claim that my test kit hasnt arrived. Even through regular mail it takes no more than 5. Business days for a package to be shipped from VA to **********. If they refuse to help remedy the situation then I either want another kit sent to me at no cost to me or be refunded the $110 I originally paid. How many other people have been impacted by EasyDNAs false advertising? Thank you I hope you can help. Their negligence is greatly affecting lives.

  Business Response

  Date: 02/08/2023

  With reference to the complaint, we would like to confirm that following its receipt we immediately contacted ******************** to address his issues and the case has now been dealt with to the satisfaction of both parties.

  In addition, we would like to clarify that the issue stemmed mainly due to the delivery of the samples to the laboratory - something we do not have control over. In fact at the time ******************** shipped his samples, *** were experiencing huge postal delays due to the snow storms that had hit the country. When we advised ******************* that we had not yet received his samples and that we would contact him as soon as we did, he was of course distressed that the samples had not yet been received. However, at our end, we can only confirm receipt of samples once delivered to our premises and not before.

  Samples were eventually received on the 17th of January, and the results were delivered to the client by email 3 days later as per our standard protocols.
  

  Although entirely out of our control, we still offered the client 2 hard copies of his results sent free of charge which he gladly accepted. The case has now been closed amicably and to the satisfaction of the client who also wanted to close the complaint with BBB but was unsure how to proceed. In fact here is an a verbatim comment from the client confirming this:

  "My apologies for not responding sooner. I completely forgot about that. I have no desire to press the issue with the BBB."

  At EasyDNA we take our customer satisfaction very seriously, and we will also endeavor to provide them with the best service possible.
  

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  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.

  EasyDNA 12-30-22 I placed an order to receive 2 sets of breed testing, 2 sets of allergy testing, and 2 sets of genetic age testing for my dogs. I only received 1 complete set on 1-3-23 and emailed the company right away. There has not been a resolution in a timely manner and I would like a refund.

  Business Response

  Date: 01/18/2023

  With reference to the complaint, the client purchased 2 x DOG Breed Tests for two pets (Main Pet A) &(Secondary Pet B) via our site ***********************************************.
  
  During the check out process the client also selected an upgrade offer to a premium package, which offers two additional products being a Dog Allergy Test and A Dog Genetic Age Test at a discounted rate. During the order process the client ordered and paid for only one upgrade (Main Pet A). Therefore, at checkout the client paid for x2 Dog Breed Test, x1 Dog Genetic Age Test and x 1 Dog Allergy Test.

  Once the order was received our administration team processed it accordingly and the correct number of kits as per order were shipped out via UPS.
  
  We have also sent in the form of emails, explanation on what type of test each kit is applicable for being as follows:
  Kit No X61HJNEN applicable for Breed & Age Tests for one Dog (Main Pet A)
  Kit No A50BPJ6K applicable for Allergy Test for one Dog (Main Pet A)
  Kit No X61HJNRN applicable for Breed Test for one Dog (Secondary Pet B)
  
  Unfortunately, the customer was under the impression that the upgrade to the additional products would also be applied to (Secondary Pet B) even though we had provided communication that clearly explained what she had ordered (including the actual order summary) via email and through our customer support. Our management team also contacted the client directly to explain further but the client was still not happy with the situation.
  
  The company performed its duties according to the order and at no time was there any misinformation on our part. And despite the cost of servicing this request, it was decided to refund the client in full and close the case. The client also agreed to close the complaint. We therefore consider the case resolved.
  
  The Management
  

• Initial Complaint

  Date:08/16/2022

  Type:Delivery Issues
  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.

  Purchase Canine Genetic Test 3.0 and have not received results. Case reference number ***-DOG64326US Samples were received on July 21, 2022 (confirmed by company). No updates. Results are to be returned ***** days. No update or reconciliation from the company. In addition to the test, I spend well over $100 to track shipping. Also still waiting for Allergy Food Test report which was submitted 8 days ago.

  Business Response

  Date: 09/20/2022

  Dear *********************

  Kindly note that with reference to the complaint in subject we never received the first two notifications and this is why we didn't respond. Our history shows clearly we have always responded to complaints although it is not the first time we don't receive the original emails but only the subsequent.

  With regards to this our team has been in touch with the client several times and at the moment we are waiting to see if the re-run of the samples work or we need to send a new kit to the client. We offered to send a new kit free of charge and the client is happy with the current arrangement. See internal notes below:

  **** spoke to me about this client:
  

  Aug 23 2022 - talking with ******* and she has agreed that if the samples don't yield good enough results we will send a kit FOC and have the client mail them back to the US lab and we will forward them to the lab from there to save the client postage

  Client seems happy with this:
  

  Aug 23 2022  - The client has confirmed the address:
  
  >Thank you. I appreciate it. And the same address is great. To confirm:
  >
  >***********************
  >4039 ****************
  >*******, ** 80547

  New kit was allocated on the 24th Aug 2022 and we are now waiting for the new samples. New kit was sent by tracking number 9400-1112-0253-0327-9197-71 ******* We are now waiting on the client to return the samples.

   

  As you can see we have addressed this client's issues and working hand in hand with them to make sure they get what they paid for. Unfortunately with animal testing sometimes the quality of the sample is not good enough and re-testing is required.

  I would therefore appreciate if you could re-open the case and allow us to respond with an update.

  Your response and assistance is appreciated.
  

  Best regards,

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