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:10/28/2026

  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 purchased a one-time genetics test from Sequencing.com, thinking it would be a one time purchase in February (for which I got my results in May), but later discovered I was being charged $40/month from June until I noticed in October for a premium subscription I was apparently automatically signed up for without my knowledge. It was not clear at any time during the process that I would continue to be charged, and ultimately Sequencing.com stole $200 from me without my active consent. There was no email letting me know that the "free" trial was about to end and that I was about to be charged, or even that a "free" trial existed.

  

  Business Response

  Date: 10/28/2026

  Hi,
  
  This is REMOVEDwith Sequencings Customer Success Team. We received a message from the BBB regarding an issue with your membership.
  
  The information they provided is not linked to an account in our system. Could you please share the email address associated with your account? This will help us process your refund promptly.
  
  We look forward to assisting you and ensuring your satisfaction.
  
  Thank you for your time,
  REMOVED

  Customer Answer

  Date: 10/28/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVEDAusstern

• Initial Complaint

  Date:08/10/2026

  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.

  The company does not give the ability to cancel membership online, they are misleading my saying it's cancelled but really it's still ongoing for the entire year.

  

  Business Response

  Date: 08/25/2026

  Thank you for the opportunity to respond. We understand the members frustration and want to clarify our membership terms and cancellation options.
  
  Membership Terms at Sign Up
  During checkout, customers are presented with multiple prompts explicitly stating that the membership is a one year commitment. This language appears before purchase is completed to ensure the term is clearly disclosed and acknowledged.
  
  Self Service Cancellation
  Members can downgrade or manage their membership at any time through our website. Instructions are publicly available in our REMOVED
  
  Support Access
  Our support team is available to assist with any account or membership request and responds to all tickets within one business day.
  
  Resolution
  In this instance, a full refund has already been issued to the member. We consider this matter resolved and appreciate the opportunity to clarify our policies.

  Customer Answer

  Date: 08/25/2026

   
  Complaint: 25145208
  
  I am rejecting this response because: there is no way to downgrade the subscription online as they are stating 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 09/22/2026

  Thank you for the opportunity to respond.
  
  Sequencing members can cancel or change a Genome Plan at any time within their account. After logging in, select the account name or menu icon in the upper right corner, then Personal Information, then Membership. All plans, including the Free plan, are listed there and can be selected directly. No phone call or email is required.
  
  The member enrolled in a one year Genome Plan with monthly billing, which spreads the cost of a twelve month membership across twelve monthly payments. The term and billing schedule are shown at checkout and on the Membership page. Cancelling this plan stops it from renewing after the twelve month term while the current term's payments continue. We understand the member expected billing to stop immediately.
  
  Although the charges followed the plan terms, we have resolved this fully in the member's favor. All fees paid on the account have been refunded, all subscription payments were issued by August 10th. Refunds typically post within five to ten business days. The account has been moved to the Free plan and no further charges will occur.
  
  We consider this matter resolved and are glad to assist if any refund has not yet appeared.
  

• Initial Complaint

  Date:07/17/2026

  Type:Sales and Advertising 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 had tried to delete my debit card information from my account after purchasing the original sequencing specifically in order to prevent future unwanted charges to my card but was unable to do so because the delete option was (and still is) greyed out. I never intended on subscribing to a $39 a month plan and only realized I was subscribed after seeing the charge to my card. I am requesting a refund for the $39 as well as to have my payment method fully removed from my account.

  

  Business Response

  Date: 07/28/2026

  Thank you for bringing this matter to our attention.
  
  We have reviewed your account and have processed a full refund of the $39 charge. In addition, we have removed your saved payment method from your account as requested.
  
  We sincerely apologize for the frustration you experienced. After reviewing your account history, we were unable to locate any previous conversations or support requests regarding this issue. Had we been contacted, our Customer Success team would have been happy to quickly remove the payment method and resolve the billing concern.
  
  We appreciate you making us aware of the issue with the payment method deletion option. Your feedback has been shared with our engineering team for review as we continue working to improve the account experience.

  Customer Answer

  Date: 07/28/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/03/2026

  Type:Billing 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 ordered a DNA sequencing kit from this business. They promptly sent the kit and in none of their product marketing did it state I was required to provide a credit card number on file with authorization for them to charge it at a future date. When I registered the kit, I could not complete registering for the kit without providing a credit card. The merchant stated during this process that the credit card can be removed later so I entered it.I subsequently went to my account to remove the credit card and I was not allowed to do so.I should not have to contact customer support to remove my card or my authorization to charge my card.Why this is deceptive: Asking for a credit card was unnecessary but is portrayed by industry as a convenience for a trial period. In may case, I already paid for one month of a "trial" service and the sequencing so there is no need for payment. There should be no expectation of future payments as I have not decided to continue. This vendor obtained my credit card under false pretenses by indicating I could remove it later and not providing that capability (undoubtably hoping I forget ... that is deception). Not providing the ability for me to immediately remove my credit card (at any time) is predatory behavior.I contacted them via email at REMOVEDand received an auto-reponse that they received my email. I revoked authorization to charge my credit card (at this time) and requested that it be removed from my account.Regardless of whether this vendor grants my request or provides a complete refund instead, I want the community to know this is occurring. This is an OLD SCHOOL deceptive process that unfortunately is being replayed at this company. The industry standard has moved from this model to more straight-forward model with no roadblocks to items like removing cards, cancelling, one-year contracts that can't be broken, etc.The parent company of this new company was more straight forward and consumer friendly.

  

  Business Response

  Date: 07/28/2026

  Thank you for sharing your concerns. We apologize for the frustration you experienced.
  
  We would like to clarify that a payment method is not required to activate a Whole Genome Sequencing kit. Had you contacted our Customer Success team, we would have been happy to assist you with activating your kit without a payment method on file.
  
  We also understand your concerns regarding the inability to remove a saved payment method through the account portal. While our support team can promptly remove a payment method upon request, we agree the experience can be improved. Your feedback has been shared with our team.
  
  We appreciate your feedback, as it helps us continue improving the customer experience.

• Initial Complaint

  Date:06/10/2026

  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 signed up for a monthly subscription, with the intent to pay for the services i needed, request my report, and then cancel when I no longer needed the service. Their website is deceptive, and makes it seem as though you are only signing up for a monthly service, because it is charged monthly rather than annually, however, when I tried to cancel my subscription, I was told that I would still be charged monthly for a year of services I no longer wish to use. They are charging me 39$ a month, and will continue to charge me even if I downgrade to the cheaper tier or to the free version. This is deceptive and I would like my subscription fully cancelled.

  

  Business Response

  Date: 06/11/2026

  Thank you for bringing this matter to our attention.
  
  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. During the signup process, multiple notifications are presented indicating that this is a 12 month subscription commitment, even though payments are made monthly rather than annually.
  
  That said, we want to make this right. As a courtesy, we have canceled your plan and issued a full refund for the most recent charge. The refund should be reflected in your account within the next few business days, depending on your financial institutions processing times.
  
  We value customer satisfaction and appreciate the opportunity to address your concerns. Please let us know if there is anything further we can assist you with.

• Initial Complaint

  Date:05/20/2026

  Type:Order 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 signs everyone who purchases a REMOVEDkit up for a monthly fee-based plan after sequencing of REMOVEDhas been done, without any notification. This "automatic fee based plan" is not described to the buyer anywhere. This is a sly, blatently deceptive bait-and-switch tactic whereby Sequencing.com is signing people up to pay a monthly fee, thereby charging their card without their permission once the sequencing of the REMOVEDhas been done and reports are provided.

  

  Business Response

  Date: 06/03/2026

  Thank you for bringing this to our attention. We take all customer concerns seriously and want to address this complaint directly and accurately.
  
  Every Sequencing DNA kit includes a complimentary one month trial of our Genome Plan, which gives customers access to health reports, insights across 100% of their DNA, and tools powered by over REMOVEDgenes. This trial is disclosed in our terms of service, which customers agree to at the time of purchase. If the trial is not cancelled before the end of the one month period, it transitions to a paid monthly plan. This is a standard and widely used trial model, not a hidden charge.
  
  We have reviewed this account and confirmed that this customer was not charged. The concern raised does not reflect a billing error on our part.
  
  We understand that customers may not always review terms in full before purchasing, and we are always willing to work through any questions or concerns directly. We invite this customer to contact our Customer Success Team at REMOVEDso we can assist them personally.
  
  We remain committed to transparency and to providing our customers with the most comprehensive genomic health platform available.

• Initial Complaint

  Date:05/01/2026

  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 purchased a sequencing kit in March after being led to believe it would be helpful with my REMOVEDdiagnosis and that the information generated by sequencing.com could be used to show need for genetic testing through my medical providers. After purchase they have since retracted statements regarding being a useful diagnostic tool for REMOVEDDanlos and they also failed to mention that my results were being generated by AI and that they aren't keeping up with current research developments rather checking against outdated research there are also 10s of thousands of blank spots for my data on certain genes and their response to me asking about it was my dna didn't meet normal standards for all those genes to be tested.

  

  Business Response

  Date: 05/12/2026

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and appreciate the opportunity to respond.
  
  First, we want to clarify that Sequencing.com does not market our services as a definitive diagnostic tool for REMOVEDor any other medical condition. Our platform is designed to provide genomic insights and educational information that users may choose to discuss with their healthcare providers. We continuously work to ensure our product descriptions, reports, and educational materials accurately reflect the intended use of our services.
  
  We also want to address the claim regarding artificial intelligence. Certain features within our platform may utilize advanced computational tools and automated interpretation methods to help organize and analyze genomic information efficiently. However, our reports are generated using established genomic databases, scientific literature, and interpretation frameworks. We continuously review and update our systems as new research becomes available.
  
  Regarding the concerns about missing or incomplete data, no whole genome sequencing technology currently available is capable of capturing 100% of every genomic region with perfect coverage. Some areas of the genome are inherently difficult to sequence due to biological and technical limitations that affect all sequencing providers across the industry. This does not mean the sample failed, but rather reflects known limitations of current sequencing technologies. Our team provided this explanation when the concern was raised.
  
  While we respectfully disagree with several characterizations made in this complaint, customer satisfaction remains important to us. As a courtesy and in good faith, we have issued a full refund for the purchase.
  
  We consider this matter resolved and wish the customer the very best moving forward.
  
  
  
  

• Initial Complaint

  Date:04/06/2026

  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.

  After having my DNA sequenced at considerable cost. I purchased 1 of the reports from their marketplace. The report was clearly inaccurate - they agreed and refunded the cost of the report. I sent a request regarding how they validate their reports. Why would I pay for additional reports if they are not accurate?Selling reports is clearly how they make most of their money. They have a responsibility to be sure the reports they offer are accurate. I did not receive a response to my request asking if the reports offered have: scientific validation - quality control and review - ongoing updates - responsibility for accuracy - transparency of methods. Thank you.

  

  Business Response

  Date: 04/27/2026

  Thank you for your feedback. We take concerns regarding report accuracy and transparency very seriously.

  First, we would like to confirm that once your concern was raised, the report in question was promptly reviewed and a full refund was issued. Our goal is always to ensure that customers feel confident in the services they purchase.
  
  Regarding your broader questions about report accuracy and validation, it is important to clarify that reports available in the marketplace are generated based on current scientific literature, reference datasets, and the specific SNPs available in an individuals genetic data. Because genetic datasets can vary in coverage, quality, and the specific variants included, results may differ between reports or may not always align with expectations derived from other sources or methods.
  
  Additionally, many reports rely on probabilistic models and evolving research. As such, results are not intended to be diagnostic and may change over time as new scientific findings emerge. We continuously work with partners to improve report quality, update methodologies, and enhance transparency.
  
  We acknowledge your request for more detailed information regarding validation, quality control, and methodology. We are reviewing how we can better provide this level of detail to customers in a clear and accessible way.
  We appreciate you bringing these concerns to our attention, as feedback like yours helps us improve both our products and communication.
  

  
  

• Initial Complaint

  Date:03/29/2026

  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 (REMOVED)signed up and ordered sequence dna for my daughter (REMOVED) with health issues and paid $499. It stated you get 30 days free for consults and questions. It required to save your credit card info and wouldnt give you the option to delete the card or not save card. And then end of march (we ordered the kit and of Jan) we were charged $39 monthly fee. We logged in to sequence to cancel the membership we never signed up for and it wont let you cancel a credit card. That is dangerous and not right. And fraud. It never states anywhere when you sign up that you will pay $39 a month for a month a year or any time. It lists that when you order the sequence you get REMOVEDthe legal terms the cost of a monthly membership. We never received any email Or Notice that the membership is up and we would be charged. I called and cancelled my credit card since they dont let you delete your card online which is fraud and dangerous and no one should have access to my credit card without my authorization and I should be able to cancel Something and delete my credit card information. Any time!!!

  

  Business Response

  Date: 03/31/2026

  Sequencing takes this matter seriously and appreciates the opportunity to respond.
  
  We found no record of the customer contacting our Customer Success team prior to filing this complaint. Our team is readily available to assist with subscription cancellations, billing concerns, and payment method removal, and this issue could have been quickly resolved upon contact. We also offer support during kit activation, including options to bypass subscription enrollment if requested.
  
  Subscription terms, including the trial and conversion to a paid plan, are presented during the purchase and activation process, along with associated notifications.
  
  As a resolution:
  
  -The subscription has been canceled
  -A full refund has been issued
  -The payment method has been removed from the account
  
  We remain available to assist with any further questions or concerns.

  Customer Answer

  Date: 03/31/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/27/2026

  Type:Customer Service 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.

  Business charged me without my knowledge AFTER initial purchase. I did not sign up for a trial services. Tried calling REMOVEDtakes you to recorded message and hang up! No customer service

  

  Business Response

  Date: 03/31/2026

  Sequencing.com takes this matter seriously and appreciates the opportunity to respond.
  
  We found no record of the customer contacting our Customer Success team prior to filing this complaint. Our team is readily available to assist with subscription cancellations, billing concerns, and payment method removal, and this issue could have been quickly resolved upon contact.
  
  Subscription terms, including the trial and conversion to a paid plan, are presented during the purchase and activation process.
  
  As a resolution:
  
  -The subscription has been canceled
  -A full refund has been issued
  -The payment method has been removed from the account
  
  We remain available to assist with any further questions or concerns.