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:04/02/2024

  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.
  

  
  

• Initial Complaint

  Date:02/12/2024

  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 was on a free plan. On 12/29/23, the company gave me a free premium month to show off a new service, without my request. Per their email: To let you fully experience its impressive leap over our Rare Disease Screen v2, starting today weve upgraded your genome to a Premium Genome Plan for the next month, entirely on us! Were offering this upgrade to empower you to explore and utilize the full version of this brand-new app.Instead of reverting to my previous free plan at the end of this month, they charged me for another premium month, without any notification or my consent. During my un-requested free month, they sent emails asking me to update my payment method. I never did and in fact, the links in those emails lead to a dead page on their website. I had no reason to know that they had a current payment method for me or that they were going to charge me after this free month that I never asked for.

  

  Business Response

  Date: 02/21/2024

  Upon reviewing your case, I can confirm that immediately after receiving notification from the BBB, our team has processed a full refund for your unintended charge for one month of a subscription. This action was taken as part of our commitment to ensuring our customers experiences align with our high standards of service and transparency.

  To provide some background, the intention behind offering a free month of our Premium Genome Plan was to allow our valued customers, like yourself, to experience the ***************** of our new service. We envisioned this gesture as an opportunity for users to explore additional benefits without any obligation. It appears, however, that there was a misunderstanding regarding the transition back to the free plan, for which we sincerely apologize.
  

  
  

  Customer Answer

  Date: 02/27/2024

   
  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:02/01/2024

  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.

  Submitted for DNA sequencing, even receiving the kit was a disaster. I ordered in mid July, had to complain to the company after waiting a months and receiving nothing in the mail. They received the sample in the lab August 28th 2023. On the website and in emails they claim average turn around time is 12 weeks, but may take up to 16 weeks. We are well past that. I have made multiple inquiries and complaints directly with the company and have received small discounts and apologies but still do not have my test results.

  

  Business Response

  Date: 02/02/2024

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

  
  We have carefully reviewed your issue and have issued you a full refund back to your 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.