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: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.

• Initial Complaint

  Date:03/27/2024

  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 was sent a bill and receipt for a 'monthly premium subscription' which I never purchased. It says in fine print that I selected a 'free trial' at the end of January 2024, and that it just expired and now I need to pay the monthly fee. I can prove I didn't buy a free subscription as I had not even logged into my Sequencing.com account since autumn 2023. Further, they managed to use a credit card that expired 2 years ago to charge me. I request a refund, and assurance that this will never occur again.

  

  Business Response

  Date: 04/03/2024

  I would like to confirm that the refund for the charge incurred during your unintended subscription has been fully processed. These refunds were initiated as soon as we received your request through our Support Team. We understand the importance of swift action in these matters and apologize if this resolution was not clearly communicated to you earlier.

  Our team is processing your request for assurance and your credit card information will soon be securely deleted from our system.
  

  
  

• 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.

  We ordered this kit on the 15th of Feb and paid with our credit card. It has now been almost 2 weeks and this still has not shipped. Unfortunately we are now finding all sorts of reviews saying this company does not deliver the service promised. We had an email saying our order was on the way on the 15th even thought it hasn't even been shipped. We are now very concerned this business is a scam and want a refund. Our kit should have arrived by now but we are still waiting for it to ship and feel we are being strung along by this company.

  

  Business Response

  Date: 04/03/2024

  We want to extend our sincerest apologies for any inconvenience you may have experienced.

  By the time we received the notification from the BBB, we had already processed a full refund to your original payment method.

  We deeply value your feedback as it helps us to improve our services and better understand our customers' needs. Should you have any further questions or concerns, or if there's anything more we can do for you, please do not hesitate to contact us directly at *********************************** We are here to assist you.
  

  
  

• Initial Complaint

  Date:02/21/2024

  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.

  My kit that I purchased through them was received 8/14/2023. I received updated periodically for months regarding the status of said kit, until 12/15/2023. Its been almost two months with no update. At first I was told the whole process took 16 weeks in an email I still have. I replied that the serpentine alone had been 16 weeks. From there I was given a partial refund but told to wait another week or two. Id wait and contact them again, still with no update or helpful information. Only the same song of itll be updated in a week or two. The last email I mentioned Id have to file a complain if there was no update. I need the results but at this point an update would suffice as Im assuming they lost the data and Im sure a simple update would be better than that assumption. I was given no update but rather an option for a partial refund (which I had already received) or I could get a full refund and lose the results Im counting on for my health because I thought theyd be easier than the geneticists Im fighting to get into. My bet is I never see the results and I keep getting pushed to refund. I chose not to reply to the last email being neither option seemed acceptable. Until 12/15/2023 I was at least getting updated every week or two. Now I check the site daily to see theres no change knowing their customer service cant or wont help. Add to that their lab doesnt process as the company says they do and they fail to let you know if theyre still planning to provide the service you paid for. 7 days from 6 months of waiting for the results. The timeline is a complete lie in my case at least. Looks like Im not the only one screaming that.

  

  Business Response

  Date: 03/05/2024

  Upon receipt of the BBB complaint, we would like to clarify that the concerns raised have already been addressed directly with the customer. We have worked closely with them to ensure a satisfactory resolution to their situation. We are committed to ensuring the satisfaction of all our customers and appreciate the opportunity to resolve any issues that arise.
  
  
  

• Initial Complaint

  Date:02/13/2024

  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 have not received any results from sequencing.com. I contacted them in December trying to get information on why my sequencing kept changing dates as though it just reached this stage again. The answer was that it goes through several stages. It has not changed anything since December. They do not answer the phones yet say they are there from 9-5. I either want the money I paid back or my results. I paid extra for the rare diseases because I wanted the data before a doctors appointment. I have been given no new information on anything.

  

  Business Response

  Date: 02/21/2024

  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.

  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. We recognize that a refund does not replace the need for your results, which you rightly expected to receive in a timely manner. Please be assured, lab processing is actively ongoing. However, due to unforeseen circumstances that have affected our processing times, we are currently unable to provide an immediate timeline for when your results will be available.
  

  
  

• Initial Complaint

  Date:02/13/2024

  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 sent this company a DNA test kit back in October. The company promises results in 12 weeks or less. At 15 weeks, I sent the company an email saying I hadnt received results yet. They sent me an email back saying I should have results within the next two weeks. It has been over two weeks and I still have no results.

  

  Business Response

  Date: 02/21/2024

  We wish to extend our deepest apologies for the stress and inconvenience this delay has caused, especially given the significance of these results to your health outcomes.

  Upon reviewing your case, it's clear that we have not met our commitment to delivering results within the 16-week timeframe. Understanding the urgency of your situation and the impact it has had on your treatment plans, we have canceled your order and issued you a full refund of $429.00 back to your payment method.
  

  
  

• Initial Complaint

  Date:02/12/2024

  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.

  This company provides DNA test results. I have had ongoing issues with this company (incorrect ********, non-delivery of tests, etc.). I have had a free monthly membership since 2022, which I maintained so that I could access my previous purchased results. In November 2023, the company moved me to a premium membership without my permission. I submitted a support ticket on November 29th demanding that they change me back to a free membership immediately and refund any charges, and informed them that I would contact the BBB if this wasn't done. I have since been charged for both December and January ($39 USD each) and my support ticket was closed without a response from the company.

  

  Business Response

  Date: 02/21/2024

  I would like to confirm that all refunds for the charges incurred during your unintended subscription in November, December, and January have been fully processed. These refunds were initiated as soon as we received your request through our Support Team. We understand the importance of swift action in these matters and apologize if this resolution was not clearly communicated to you earlier.

  Furthermore, we are aware of your request to have your credit card information removed from our system. We are processing your request and your credit card information will soon be securely deleted from our system.