Complaints

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:11/06/2025

  Type:Product 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.

  I opted to cancel the trial annual subscription. It is NOT clear when signing up that it is a 12 month commitment, despite what they say. There are also print all over the website that says you can cancel or downgrade at anytime; however, I am still being charged nearly $40 a month. I wish I had researched what other people had reported before signing up. I am not someone who can afford their premiums. I have used other genetic testing sites and not one of them has a year long commitment. I dont even want a refund for the month Ive paid. I just want it cancelled so I am not billed for further months.

  

  Business Response

  Date: 11/06/2025

  We understand your frustration and sincerely apologize for any confusion regarding your membership.

  Upon reviewing your account, we confirmed that you enrolled in the Annual Genome Plan billed monthly, which provides the benefits of the annual plan while spreading payments over twelve months. During sign-up, several notifications are displayed processing to explain that this plan is a 12-month commitment.

  That said, we want to make this right. Your plan has been canceled, and a refund has been issued for the most recent charge. You should see the refund reflected in your account within the next few business days.

  Customer Answer

  Date: 11/12/2025

   
  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:11/04/2025

  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.

  I signed up for the free plan originally and uploaded my own raw data in order to save money. Sequencing.com advertised to analyze the data for free if the data was provided without their WGS kit and after that took a couple days, I came to realize that only certain reports were free and not the actual next-*** analysis was included. I upgraded to the premium monthly plan to see what my data would show but the scan itself showed nothing. I went to downgrade my plan back to free but notified that it will not be downgraded until November 2026. I do not have the money to spend $40 a month on a premium plan when I don't have additional DNA in the system to test on. I don't care for a refund but I no longer want to have a monthly subscription for the next year which is not stated when you purchase the monthly plan.

  

  Business Response

  Date: 11/04/2025

  Thank you for sharing your experience.
  
  We understand your frustration and sincerely apologize for any confusion regarding your membership. Upon review, you enrolled in the Annual Genome Plan billed monthly, which includes multiple notifications before processing and clearly states that it is a 12-month subscription.
  
  Our records show that our support team was not contacted prior to this BBB submission. However, we have immediately downgraded your Genome Plan to the Free Plan and issued a refund for the charge.
  
  If you would like further assistance, please contact *********************************** and our team will be happy to help.

  Customer Answer

  Date: 11/07/2025

   
  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:07/28/2025

  Type:Product 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.

  I ordered a Sequencing genetic testing kit, which took forever to receive the report! Finally when I received it, I wasn't able to interpret it. The Sequencing reports are NOT user friendly as they have stated! I am not able to understand any of the report! So I called ***************************** tried to explain it to me. However it was very confusing & still didn't make any sense to me! Didn't help me understand any of it. The general public wouldn't understand the terminology used either. Way too many pages & charts! None of it making any sense!! It did absolutely nothing for me except rob me of $599.00. I then asked for a *********** declined. He said we don't give refunds. I tried to explain that I couldn't understand any of it. As well as the way sequencing advertised it, it was. try misleading! I have sent emails requesting a refund & have never gotten a reply back. Also nothing was mentioned about any of my medical diagnosis like Sjodgrens, ***********, autoimmune conditions, ADHD, etc. which is why I thought this testing would be helpful. This is very concerning to me, as I question the accuracy of there testing! Many of the results are inconclusive. I have also just found out this testing isn't recommended for clinical use. Genetic counselors do not recommend Sequencing either due to *********************** The medical professionals also mentioned the reports they do, require a thesis level self education to be actually useful.I also just found a charge of $39 from them that I did not iniate, not even sure what it is for & I didn't receive anything from them. That is fraud because they used my credit card without my consent or knowledge. Sequencing states on the website that their reports provide clear, personalized guidance & actionable insights on a wide range of topics like health, wellness, genealogy, ************************ Which is NOT true & very misleading!!! False advertising!

  

  Business Response

  Date: 08/17/2025

  We apologize for the experience you had. We have now issued a full refund for your order, and your account will be removed as requested. Thank you for your feedback and for bringing these concerns to our attention.

  Customer Answer

  Date: 08/21/2025

   
  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:07/21/2025

  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.

  Upgraded from free to plus annual and do not want it because no information is different like it was supposed to be. So I am basically paying for nothing. I chatted with someone on the computer because I don't like speaking with people on the phone (almost never speak clear English). They stated that they cannot cancel payments until July 2026, or refund what I have paid.

  

  Business Response

  Date: 07/28/2025

  Our support team has already resolved the issue. The customers Genome Plan has been downgraded back to the Free plan, and a full refund for the Plus Plan has been issued.

• Initial Complaint

  Date:05/21/2025

  Type:Product 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.

  I ordered a gene sequencing kit for $399 from this company only to find out after activating it that there is a monthly subscription fee. I cannot cancel my account or delete my payment methods. I am also not comfortable with the fact that there is no option to have you genetic material destroyed after testing like with other companies, I dont want my DNA just hanging out there forever. I am trying to get a refund for the kit price, removal of my payment methods, cancellation of any subscription and deletion of my account.

  

  Business Response

  Date: 06/03/2025

  We take concerns about transparency and privacy very seriously. In reviewing this case, we found that the customer had not contacted our support team prior to submitting this complaint. Had they done so, our team would have been happy to assist with:
  
  -Clarifying that the subscription is completely optional after a 30-day free trial and can be canceled at any time without penalty.
  -Providing instructions or directly handling the cancellation of the order, refund, and account deletion.
  -Explaining our privacy policy, including the option to request permanent deletion of genetic data upon sequencing completion.
  
  Although no support request was submitted initially, we have since completed all actions requested in the complaint:
  
  -The account has been canceled.
  -The subscription was deactivated and no charges have been or will be incurred.
  -A full refund of the $399 kit price has been issued.
  -All payment methods have been removed from the account.
  -The users account and associated data have been deleted from our system.
  
  Were always available to help and encourage customers to reach out to our support team directly so we can resolve any issues quickly and thoroughly.

  Customer Answer

  Date: 06/04/2025

   
  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:04/21/2025

  Type:Sales and Advertising 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.

  I want to ****** my annual subscription. It is NOT clear when signing up that it is a 12 month commitment, despite what they say. I wish I had researched what other people had reported before signing up. I am not someone who can afford $40 a month when I am not going to be looking at my sequencing every month. I have used other genetic testing sites and not one of them has a year long commitment. I dont even want a refund for the month Ive paid. I just want it cancelled so I am not billed for further months.

  

  Business Response

  Date: 04/22/2025

  The issue has already been resolved by the time we received notification from the BBB.
  
  We understand your frustration and sincerely apologize for any confusion regarding your membership. Upon reviewing your account, we found that you signed up for the Annual Genome Plan billed monthly, which includes multiple notifications before processing, stating that it is a 12-month subscription.
  
  That said, we want to make this right. At this time, we have canceled your plan and issued a refund for the charge. 

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair 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.

  I never signed up for a premium plan with Sequencing.com and the site notified me that I did and so I attempted to downgrade to a free membership on the same day that they said I signed up for a plan on January 19th, 2025. I have been charged ***** twice since I downgraded to the free plan.

  

  Business Response

  Date: 03/25/2025

  We understand your frustration and sincerely apologize for any confusion regarding your membership. Upon reviewing your account, we found that you signed up for the Annual Genome Plan billed monthly, which includes multiple notifications before processing, stating that it is a 12-month subscription.
  
  That said, we want to make this right. At this time, we have canceled your plan and issued a refund for the charges. You should see the refund reflected in your account within the next few business days.
  
  

• Initial Complaint

  Date:03/24/2025

  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.

  At time of purchase nowhere is it clearly written there are ongoing charges, apparently it's hidden in the ********************* Today I opened those and at the bottom of the ***** +Word document. It says that you may have a trial included. It does not tell you any amounts of what the trial may cost, nor does it tell you how to cancel this trial. it is not clearly written that I will be charged anything future. I got an email on February 27th that I was getting a premium trial, but nowhere did it say cost involved , when you open the app link It takes you to a little bit more detail about what's included, in the "trial i have unlocked " is their words but nowhere does it mention charges for that trial I unlocked, or how to cancel that trial. I called the company and the prompt says to email or chat with support. I got an email response back that somebody would contact me, but I decided to look at the better business bureau page. Because I bought gift kits, this means i'm going to be charged for those in the future as well, with no clear instructions to stop these future charges. What they're doing seems fraudulent in nature.Hiding potential costs in the terms and conditions section saying you may have a trial included without cost of potential trial. At time of purchase, there is a dropdown box that tells you all of the things you will get with your purchase and a 30 day. Premium trial is mentioned. But again, no cost is shown, nor is there a suggestion that there will be a future charge. I would like a refund of the $39 and a clear explanation on how to cancel future charges on the gift kits that I ********* I am not charged for those either. Thanks I have 2 order #s

  

  Business Response

  Date: 03/25/2025

  By the time we received this complaint, your issue had already been resolved and a refund of the $39 was issued. Were glad we were able to take care of that for you promptly.
  
  Wed also like to provide clarity on how to manage or cancel any genome plans. We understand the importance of clear and accessible information.
  
  To assist you further, here is a step-by-**** ***** on how to manage your membership or cancel the Premium Genome Plan:

  
  1.Log into your Sequencing.com account.
  ********** to your account name (or tap the three black lines in the upper right corner), then select User or your Username.
  ***** or select Personal Information.
  ******** Membership.
  5.Scroll down to view all available plans, including the Free plan.
  6.This is where you can modify or cancel your current Genome Plan.
  
  
  If you need help with this process or have any remaining concerns, our support team is available by email or live chat Monday through Friday, 9:00 AM to 5:00 PM EST.

• Initial Complaint

  Date:03/07/2025

  Type:Product 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.

  I signed up for sequencings membership on Sept 9th, 2024 I canceled my membership. They have been steadily charging me $39/month despite me canceling my membership! I want these charges stopped NOW and my money refunded to me!

  

  Business Response

  Date: 03/18/2025

  Thank you for reaching out regarding your concern. We have reviewed your account and would like to clarify the terms of your Genome Plan subscription.
  
  When you signed up for Sequencing.coms Genome Plan on September 9, 2024, you agreed to a one-year commitment, as outlined in the terms and conditions provided at the time of purchase. Our Genome Plans are not month-to-month memberships; rather, they have a one-year term with multiple prompts during the sign-up process confirming this commitment. Canceling a Genome Plan prevents it from renewing after the initial term but does not terminate the commitment before the one-year period ends.
  
  Additionally, our records indicate that this is the first time you have contacted our support team regarding this matter. Despite the one-year commitment, as a courtesy, our support team has already processed refunds for the past three months of charges.
  
  If you have any further questions or need additional assistance, please feel free to contact our support team.

  Customer Answer

  Date: 03/21/2025

   
  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. I apologize for the delay as I have had a lot of doctors appointments, going through divorce, and prepping for a full hysterectomy next week
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:02/25/2025

  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.

  Sequencing.com enrolled me into a monthly subscription plan without my consent. I was charged $39.00 for the first month. When I checked my email to see where there was any documentation of what this plan was, the only thing that Sequencing.com notified me of was the attached email. It stated that I had unlocked a "free trial". Nowhere in the email notification did it say when that trial started, when it ended, that if I did not end the trial by a specific date that I would be charged a recurring subscription fee, how much that recurring subscription fee was, etc. When I contacted Sequencing.com support, I received an automated response that there was a "no refund policy". I did not authorize Sequencing.com to enroll me into this plan, I did not receive notification of the monthly cost of the plan, nor notice that there would be a financial impact to me due to a "no refund" policy if I did not cancel enrollment into this plan that I never authorized enrollment into in the first place. I expect a full refund of the $39.00 fee charged to my credit card without authorization.

  

  Business Response

  Date: 02/26/2025

  We want to assure you that this issue was immediately resolved by our customer service team before we received notification from the BBB.
  
  Upon reviewing your case, we can confirm that your subscription was canceled, and a full refund was processed as a courtesy. We apologize for any confusion regarding the included month of the genome plan and subsequent subscription charge.
  
  To clarify, our free trial terms are outlined during the activation process, and we strive to ensure transparency in all communications.