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:06/12/2024

  Type:Billing 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 February 2024, I signed up for a free trial on Sequencing.com, which offers services to upload genetic data and generate reports. I provided my credit card information, anticipating potential charges after the trial period.**Issues:**1. **Unclear Billing and Cancellation Process:** - No clear instructions to cancel the free trial on their website. - On March 11, 2024, I noticed a $39 charge despite my efforts to cancel. - An option that seemed to cancel only downgraded my plan. - Another $39 charge on April 9, 2024. Despite multiple attempts to contact support, I received no response. - Another $39 charge on May 9, 2024. Total unauthorized charges: $117. - I suspect $39 per month for 12 months ($468) due to a lack of membership confirmation. - My bank canceled my card due to these charges, causing significant inconvenience.2. **Difficult Website Navigation and Poor Usability:** - The website was hard to understand and navigate. - The process for uploading DNA data from a sequencing company was not well explained. Despite attempts, I received error messages and am unsure if my data was successfully uploaded.3. **Misleading Information and Unavailable Features:** - The website promised many available free apps, but accessing them was unclear. - Discounts and free apps advertised before registration were unavailable after signing up. - Some advertised apps were not available. - I registered for a free account but was unknowingly enrolled in a membership plan with undisclosed tiers.**Amount Paid to the Business:**- Total unauthorized charges: $117 (three charges of $39 on March 11, April 9, and May 9, 2024).- Potential total charges for an annual plan: $468.**Nature of the Dispute:**- Unauthorized and unclear billing practices.- Lack of transparency in the cancellation process.- Failure to respond to customer inquiries and complaints.- Misleading information regarding services and features.

  Business Response

  Date: 06/17/2024

  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience you experienced. Our support team addressed your concerns within 72 hours of being notified, and all refunds have been issued.
  
  Please be informed that you can change your genome plans at any time via the account settings on our website. We strive to provide clear and transparent services and are continuously working to improve our processes based on customer feedback.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 07/11/2024

   
  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:06/05/2024

  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.

  I purchase a DNA sequencing kit for $399 on 11/5/23. The advertised TAT was ***** weeks for results. The kit was recieved by the lab 11/15. The fine print said it could take up to 16 weeks. I waited until 2/26/24 to contact customer support about the *** after 16 weeks of my sample being processed by the lab. 2/27 I recieved a response saying they were reaching out to the lab and would reply within 1-2 business days with an update. 3/4 I email again because I did not receive a follow up. 3/6 I was told I could continue with no *** or take an expedited replacement kit with 5-7 week TAT. 3/8 after additional questions answered took the replacement. New kit activated 3/19. Emailed customer service 4/4 asking for update since there was no tracking. 4/5 told it was in the lab 5-7 weeks with the replacement there would be no tracking, Email customer service for updates. 5/9 I reach out frustrated at the extreme delay. Told it would be done in 1-2 weeks. Offered a $50 refund. 5/29 reach out again, it has now been 11 weeks for the replacement kit, and 3 weeks since I was told I would have results in 1-2. No response. The "expedited" replacement had now taken longer than a standard kit. This is now a 29 week endeavor which is absurd. I want my results within a week and the majority of my money back due to the extreme delay. **************** is professional if they respond, but I am extremely disappointed with the overall experience with the company.

  Business Response

  Date: 07/02/2024

  Upon investigating your case, it's clear that we have not met the high standards of service and support we strive to provide to our customers. Your experience is not reflective of our commitment to customer satisfaction and timely delivery of results. Our support team has been committed to resolving your issues and your kit has completed lab processing, all data and reports are now available in your account. 

• Initial Complaint

  Date:06/05/2024

  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.

  This business is shady, do not use it! They automatically enrolled you in to premium membership that costs extra $40 a month, the results take forever, they are all encrypted and its impossible to cancel it unless you contact customer service that would send you a link that you have only 30min to access so you can cancel it. I overpaid way more than I wanted to without knowing I was being billed. This company is a joke. Dont use it! Total trap!

  Business Response

  Date: 06/17/2024

  We apologize for any frustration and confusion you have experienced. Please be assured that our premium membership is optional and can be changed at any time through your account settings. We do not use links or emails that expire in 30 minutes for any account changes or cancellations.
  
  Upon reviewing your account, we confirm that the kit bundle you purchased was processed successfully, all lab work was completed, and all included reports were generated and provided as per our service agreement. The raw data and your reports are accessible in your Sequencing account - you can access, download, and permanently delete them at any time.
  
  Your kit was completed in under 12 weeks, which is within the timeframe stated at purchase. All reports and data were made available.
  
  We value your feedback and are committed to improving our services. If you need further assistance, please contact our customer support team. Thank you.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21656918
  
  I am rejecting this response because:
  I couldnt cancel my subscription in my settings, your business make it super hard to cancel it. I disagree with your response because your interface is very hard for a client to cancel the membership and you should change it. Saying its an easy thing is calling me crazy and stupid and I am not, your website is a trap.
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/02/2024

  Please be assured that our premium membership is optional and can be changed at any time through your account settings. We have confirmed do not use links or emails that expire in 30 minutes for any account changes or cancellations. to cancel your Genome Plan, here is a step-by-******************* to aid you through the process:
  
  
  Log into your Sequencing.com account.
  -Navigate to your account name or three black lines in upper right corner, and then 'User or Username'
  -Tap or Select 'Personal Information'.
  -Proceed by selecting 'Membership'.
  -Scroll Down to view all plans including Free.
  -This is where you'll find the option to modify your Genome Plan.
  
  
  Additionally, we confirm that the kit bundle you purchased was processed successfully, all lab work was completed, and all included reports were generated and provided as per our service agreement. The raw data and your reports are accessible in your Sequencing account - you can access, download, and permanently delete them at any time.
  
  
  Your kit was completed in under 12 weeks, which is within the timeframe stated at purchase. All reports and data were made available.

• Initial Complaint

  Date:06/05/2024

  Type:Order 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.

  the company says their program can screen for hypermobile ******-danlos specifically, amongst other genetic disorders. In actuality, after reading enough of their results, it says that there IS NO DNA TEST for hypermobile ******-danlos because they dont know which genes are involved. I only purchused the plan for that issue, only to find out their claim was impossible. In addition, they do not obviously disclose the fact that their monthly payment continues for a full year without the ability to downgrade. It states that the plan can be upgraded or downgraded at any time and does not let the consumer know that you cannot downgrade before the end of an entire year. It is deceptive on purpose and hidden in legal gargon. I do not want my money back for the initial purchase, but I will not pay the remaining year of monthly purchases. They blatently lied about what they could provide evidence for, in order to get my purchase. I want out of their payment plan and they need to change their marketing. They also do bait and switch for sure, telling you that you must upgrade and then telling you to get their whole genome kit at a huge expense to know more. When in reality, you cant know for eds. Image shows they are saying they can tell about genes linked to hypermobile eds and if you buy their genome kit you can know if you have it. This is a flat out lie,

  Business Response

  Date: 06/17/2024

  We apologize for any confusion and frustration you have experienced. Our program does screen for a variety of genetic disorders, but it is true that there is currently no DNA test for hypermobile ******-Danlos Syndrome (hEDS) because the specific genes involved have not been identified. Please reference our **************** where this is stated.
  
  Regarding the subscription plan, we apologize for any misunderstanding. Our plans can be upgraded or downgraded, but there is a commitment for the initial year. This is clearly stated at purchase when is states that it is a commitment to 12 equal monthly payments. We are working to make this clearer in our marketing materials to avoid future confusion.  Our support team however has resolved this issue.
  
  It is recommended to use whole genome sequencing data for a more comprehensive understanding of genetic conditions, though this may not specifically cover hEDS.
  
  We appreciate your feedback and will address these concerns promptly. If you would like to discuss this further, please reach out to our customer support team. Thank you.

  Customer Answer

  Date: 06/20/2024

   
  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:04/21/2024

  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 turned in my kit back in the beginning of September. I received regular updates up until December. Then they just stopped. When I went to check on the online timeline tracker, my date had changed for when the process had started for one of the processes. I received and email stating it would take longer and they would give me a free month of whatever but I should have the results in 1-2 weeks. I waited and then messaged asking for an update as nothing had changed. They said they couldnt give me an update other than the process had to be repeated and it would be another 1-2 weeks. I have contacted them again and have received no response as of yet. Im frustrated because Im attempting to see if I am a carrier for a few things we think might be an issue with my daughter so I paid extra for the rare diseases screening. Please fix this.

  Business Response

  Date: 04/25/2024

  We are sorry to hear about your frustrations and concerns. Your experience is far from the high standard we aim to deliver. 

  We sincerely apologize for the delay that impacted your kit, which was processed using our previous sequencing service. We, too, shared your frustration with the turnaround time, which is why we recently launched a new sequencing service, which has 50% faster turnaround times.
  
  We have now provided you with a replacement kit and upgrade to our Expedited processing.

  Our customer support team is dedicated to offering personalized assistance and can guide you through your results to ensure you have a comprehensive understanding of your genetic information.

  Customer Answer

  Date: 05/08/2024

   
  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:04/15/2024

  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 am submitting this complaint to formally address the significant discrepancies between the services promised and delivered by Sequencing.com. Despite the assurances on their website regarding data accessibility and membership benefits, my experience has been marred by misleading claims.Data Accessibility Concerns: Sequencing.com claims that customers can "easily access, use, download, and permanently delete" their DNA data. Contrary to this, accessing and downloading files larger than 1GB is cumbersome and time-consuming. The need for a special download link, which takes over 10 business days to receive and is only accessible for 5 days, hampers the user experience and contradicts the advertised ease of use. ********************************************************************************************** Misleading Membership Plan Benefits: The company's Premium Plus Membership is advertised to include free genetic counseling. However, attempting to utilize this benefit incurs additional costs, contradicting the membership's terms. This lack of transparency misleads customers about the membership's value. ************************************************** These are not minor issues but indicate a pattern of misleading and deceptive practices. The gap between advertised and actual services undermines customer trust and questions the integrity of Sequencing.com's operations.I seek the BBB's assistance in these concerns, advocating for a formal investigation to ensure customers are not misled. I urge ********************** to rectify these discrepancies, align their practices with their claims, and uphold transparency and honesty.

  Business Response

  Date: 04/16/2024

  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to address the issues you've encountered with our Whole Genome Sequencing (WGS) service.

  Upon reviewing your account, we confirm that the kit bundle you purchased was processed successfully, all lab work was completed, and all included reports were generated and provided as per our service agreement. The raw data and your reports are accessible in your Sequencing account - you can access, download, and permanently delete them at any time.

  Please allow us to explain that in certain cases, our security protocols and the substantial size of genetic data files necessitate a careful preparation process. This is to ensure the integrity and security of your genetic data, which can extend the link generation time to up to ***** days. These measures are in place to protect your sensitive information and to comply with the highest standards of data security.

  Regarding the inclusion of genetic counseling services, these are available exclusively as part of our Professional Genome Plan, as outlined on our membership benefits page.

  While we are unable to offer a refund as the service was rendered in full according to our terms, we are here to assist you in navigating the results you've received. If there are specific aspects of your results or reports you find unclear or if there's additional support we can provide to help you interpret your genetic data, we encourage you to reach out. 

  Our customer support team is dedicated to offering personalized assistance and can guide you through your results to ensure you have a comprehensive understanding of your genetic information.
  

  
  

• Initial Complaint

  Date:04/15/2024

  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.

  Still waiting to hear from Company concerning attached email. I paid $500.

  Business Response

  Date: 04/25/2024

  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to address the issues you've encountered with our Whole Genome Sequencing (WGS) service. We received this notice April 25 and all information has been provided to you as of April ***************************** the provided email image.
  
  We recognize that you chose our WGS service expecting to obtain important health insights. After examining your account, we can confirm that the kit bundle you purchased has been processed, all laboratory work has been completed, and all reports included in your package have been generated and delivered in accordance with our service agreement. Your raw data and reports are available in your Sequencing account for access, download, or permanent deletion at your discretion.
  
  Although we are unable to issue a refund since the service was fully rendered as per our terms, we are eager to help you make sense of the results you have received. If any part of your results or reports is unclear, or if you require further assistance to interpret your genetic data, please do not hesitate to contact us.

• Initial Complaint

  Date:04/15/2024

  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.

  Hi, I continue to have issues with Sequencing.com. I paid $399 and gave them my DNA 6 months ago. They still have not given me test results. I filed a formal complaint here on your website last week, and now it's "been removed". It doesn't say why.Also, the day after my review was posted here, Sequencing.com abruptly gave me a refund but WILL NOT return my DNA to me. They've admitted it's in a 3rd party hands, and they have no control over it. I did NOT request cancellation of my order. I've since reached out to them again, asking where my sample is and have demanded it's return, but they no longer respond back to me. I wrote my complaint with all truthfulness and to save others from having their precious DNA held against their will. My order is not cancelled until they refund me what I gave them - both money and DNA. Without both items being returned, this is not a legitimate cancellation. I let them know please send me my DNA back, and I'll withdraw my complaints. Why was my legitimate complaint removed? I would like it reposted, as this complaint highlights the importance of chain of command on such privacy issues as consumers DNA. Thank you for letting me know what has occurred, and what I can do about it to save others from going through this misery of not knowing who has my DNA, or what has been done with it (even scarier). This information is imperative to unaware and unwitting consumers out there. To say Sequencing.com has dropped the ball on this is an understatement.

  Business Response

  Date: 04/15/2024

  We are sorry to hear about your frustrations and concerns. Your experience is far from the high standard we aim to deliver. 
  We sincerely apologize for the delay that impacted your kit, which was processed using our previous sequencing service. We, too, shared your frustration with the turnaround time, which is why we recently launched a new sequencing service, which has 50% faster turnaround times.
  
  We did offer to send you a free replacement kit for our new sequencing service but an agreement was not reached. 

  Instead, you were provided with a full refund.

  While you did ask for your DNA to be shipped to you from the laboratory, this isnt a service that we or any other genetic testing laboratory offer. Once your order was refunded and canceled, your kit and DNA sample were permanently destroyed.
  

  
  

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21483273
  
  I am wholly rejecting this response because: Sequencing.com repeatedly failed to ethically and accurately communicate the status of my DNA whereabouts throughout my 6 month wait, and never provided me test results. I put my trust in them to do as stated, and protect my 1:1billion personal property. Rather than respond with tangible updates, they continuously stated my test was at their vendor and would be completed soon. It never was completed. It was only after my 6 month wait with no completed test, nor return of my DNA, did I leave a negative review elsewhere. 4 days after this review, Sequencing.com abruptly and unilaterally cancelled my order,  claiming they destroyed my DNA. This is after months of telling me my DNA was not in their control. How was sequencing.com all of a sudden able to, in 4 days, find and destroy my DNA? If they truly had possession of it, why not complete my test? None of this is logical. Nor up to the quoted turn around times, ethical standards and most importantly - trust with such vital private information. I truly feel violated.  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/22/2024

  Firstly, I would like to extend my sincerest apologies for any confusion our previous communications may have caused. At Sequencing.com, we are deeply committed to providing our customers with the highest level of service and support. Please allow me to clarify.
  
  Communication and Support: It's clear from your feedback that our communication did not meet your expectations, a matter we take very seriously. Our records show that our support team offered multiple solutions, including an upgrade to expedited processing, in an attempt to mitigate the delays and provide you with your results more swiftly. Despite these efforts, we understand that this did not resolve the core issue to your satisfaction. Following your communication, we have taken the definitive steps of canceling your order, issuing a full refund, and destroying the sample in accordance with our privacy policy and ethical standards.
  
  Sample Handling and Privacy: Please be assured that the destruction of your sample is conducted in a secure manner, prioritizing the protection of your genetic information. This action is in line with our commitment to maintain the highest standards of privacy and security for our customers' data.  Once a sample is received at the lab and processed it can no longer be returned.  Your sample has been destroyed and this was also communicated to you via email on March 22.
  
  We deeply regret that we were unable to fulfill your expectations and the impact this situation has had on your trust in Sequencing.com. Although we cannot change the outcome of this experience, we are committed to learning from it and making the necessary improvements to our processes and customer communication.
  
  

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21483273
  
  I am rejecting this response because it does not address the clear mishandling, lack of communication and loss of my DNA. Sequencing.com claimed for months it was in the test que at a vendor, but they had no control over it, nor updates for me, and said they could not retrieve it from testing to return to me. After my complaint, they abruptly cancelled my order and claim it was "destroyed". If they never had control over it, as they claimed, how could 4 days after my online complaint were they able to find my sample and destroy it, against my wishes? It doesn't make sense, and for that reason, I wholly request their response. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/02/2024

  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 genome sequencing package from this company on 4 July 2023. The bundle was meant to include a certain number of 'reports.' I waited patiently for nearly 5 months for the results. When I received them I was surprised to see many of the details included were identical to those I had seen from others on social media, and this is where my skepticism began. I was not given the choice of what reports I received and the ones I was provided with did not give me the information I was seeking. It wasn't until I had already paid for the sequencing that I discovered you have to have an account and pay $40 a month to have access to your information. I've since spent months asking them for a refund as this was not made clear when I purchased. They claim that you always have access to your data, but this is simply untrue. In order to see and access the detailed information I need you have to pay the $40/month. If you don't pay the fee, you cannot download or access the information. Eventually after complaining repeatedly they sent me massive zip files that aren't usable in any format that makes the over $400 I paid for this service worthwhile. Because they failed to make it clear that access to my data requires a monthly payment I asked for a full refund. They denied my request and refunded one of the $39 charges and cancelled the montly fee charges going forward. Now many months later I discover they have restarted charging me the $40 monthly fee without my permission, claiming that it was a free trial that was started without my knowledge and now charges me yet again without my permission.

  Business Response

  Date: 04/11/2024

  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to address the issues you've encountered with our Whole Genome Sequencing (WGS) service.

  We understand that you have invested in our WGS service.  Upon reviewing your account, we confirm that the kit bundle you purchased was processed successfully, all lab work was completed, and all included reports were generated and provided as per our service agreement. The raw data and your reports are accessible in your Sequencing account - you can access, download, and permanently delete them at any time.

  We want to clarify that access to download your raw genetic data is always available, without the need for a subscription. The data files are in a widely used, standardized format to ensure compatibility with a variety of tools and services for further analysis. We regret any misunderstanding about how you can access your data and are here to assist should you need help in downloading or interpreting these files.

  We strive to ensure our customers have a clear understanding of what our service includes and the additional resources available to enhance their experience. We regret if there was any confusion regarding the accessibility of specific health-related information and the nature of our subscription-based model for accessing further detailed reports and tools.

  While we are unable to offer a refund as the service was rendered in full according to our terms, we are here to assist you in navigating the results you've received.  Our support team has already issued refunds for the subscription charges. If there are specific aspects of your results or reports you find unclear or if there's additional support we can provide to help you interpret your genetic data, we encourage you to reach out. 

  Our customer support team is dedicated to offering personalized assistance and can guide you through your results to ensure you have a comprehensive understanding of your genetic information.
  

  
  

• Initial Complaint

  Date:03/27/2024

  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 kit with an estimated turn around time of 12 weeks. At 16 weeks I began contacting them and never got a response as to what is going on with my kit. Just kept stating its at the lab. I continued to have to reach out to them. At one point I was offered $100 back for waiting so long. Fast forward to 6 months later and I reached out. They then state they are no longer working with the lab and that magically my test results are invalid. Where did my data go? Now they just want to send me a new kit or refund me. After 6 MONTHS!!!!! I have been waiting with a debilitating disorder. Now Ive been waiting for a reply for 3 days as to where or when this new kit is going to be sent. I cannot believe they wouldnt offer to comp the price due to me having to wait over twice as long as the turnaround time I was promised. This is the worst customer service I have ever encountered. Why should I the customer have to reach out to you 3-4 times via email and several phone calls to reach a resolution? I still do not have a kit or a response.

  Business Response

  Date: 04/03/2024

  I have personally reviewed the details of your experience regarding the delay in receiving your results and the challenges you've faced in communicating with our Support Team. We sincerely apologize for the inconvenience and frustration this situation has caused.

  We sincerely apologize for the delay that impacted your kit, which was processed using our previous sequencing service. We, too, shared your frustration with the turnaround time, which is why we recently launched a new sequencing service, which has 50% faster turnaround times.
  
  As per your request to the support team you were provided with a full refund.