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: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.
  

  
  

• Initial Complaint

  Date:01/23/2024

  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 purchased a full genome sequencing hoping to get to the bottom of some health issues I have been experiencing. Upon paying an excessive amount for this service, I attempted to use it only to find out that for the fee of $400 I could access basically no information especially actually regarding my health. In order to access any of that information you are required to enroll in costly subscriptions AND pay for individual apps within the service its self, such as heart health, physical performance etc, all of which is advertised as part of the total genome sequencing. If you do not pay the monthly subscription fees you are unable to access any of your genetic information, despite having paid the $400 initial fee to have your genome sequenced. Within the last few months I wrote an email stating that I would like to stop being charged for the monthly membership as I did not find any of the information useful since the basic membership is basically unintelligible to a laymen or even a doctor that does not specialize in genetic conditions. I was told my membership had been cancelled. This week sequencing.com attempted to charge my account three times what I had been paying previously without consent and despite having cancelled my membership. I messaged them to ask why and they said they had automatically enrolled me in a trial that, without being cancelled, I would be charged for. I had not used their service for months. When I asked about this I was condescended to and treated like I was the person being ridiculous. I want a refund on the entire thing, for my information to be deleted, and to never have to deal with them again.

  Business Response

  Date: 02/02/2024

  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 with the expectation of gaining valuable insights into your health. 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 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. 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.
  

  
  

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21048930
  
  I am rejecting this response because:
  I have sense had additional testing done based on results I had received and they show that my results from sequencing.com are incorrect. Refusing to refund a service that was fraudulent is theft of service and false advertising. Even prior to their test results proving fake, their lack of communication within their own team led to me being charged multiples times for services that had already been cancelled. This site and service is a scam.
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/16/2024

  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.

  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.  All paid for reports and raw data are always accessible without subscription. Your subscription has already previously been cancelled.  For account deletion please contact our support team.

  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. 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:01/23/2024

  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 paid for the rare test kit. It took WAY longer than it said to get results. I was patient. Once I received notice that my results were in. I created an account and ran reports. I was not interested in monthly updates or re-running reports. I just wanted the reports I ran. I paid for the testing, the results that I received and reports that I ran should be accessible to me forever. However, I logged in to re-look at the results and I cannot access them. They want my credit card info, to enroll me in the premium monthly. I changed my plan to the free plan but I should be able to access any reports that I ran when my account was active. I should at least be able to see my results. Instead, I see:PREMIUM MONTHLY Genome Plan's Premium Monthly genome plan failed due to an issue with the payment method.Update your payment method to continue using this genome.If payment isn't made within six weeks, ********** - PREMIUM MONTHLY Genome Plan will revert to a Free plan and will lose all Premium Monthly benefits including accumulated report credits and access to Premium Monthly apps. I don't want access to report credits or the monthly apps. I just want access to my results!! I can't even delete my data because that would require a credit card entry!!! I am not giving my credit card information and paying for results that I have already paid for! I did not choose to sign up for their premium service. I do not want their premium service. I want access to my results and the ability to look through all of it. I am already skeptical of their results because I have been told I have a disease and it wasn't even listed as a potential risk for me. In any case, I should be able to access my reports and my data!

  Business Response

  Date: 02/02/2024

  We understand your concern regarding the accessibility of your test results and reports. Based on your feedback, we have carefully reviewed your account and would like to offer the following clarifications and solutions:

  
  Immediate Access to Your Results: We want to confirm that all customers retain perpetual access to their test data and any reports they have paid for, regardless of their subscription plan. There is no need for a premium subscription to view these results and reports. We apologize for any confusion regarding this.

  
  Support Team Assistance: Unfortunately, we did not receive any previous communications for you regarding your issues (this BBB notice is the first time we became aware of the issues youve encountered). Our dedicated support team is always available to assist with navigating our platform, accessing your results, and answering any questions you might have. We are committed to ensuring you can easily access and understand your data. You can email us at ********************************** and call us at **************.

  
  Subscription Flexibility: After the month of premium that was included with your kit bundle, it is completely within your discretion to continue with a premium subscription or downgrade to a free plan. Regardless of your choice, you will always have full access (ability to view, downloaded, and permanently delete) to your raw genetic data and also will always have full access (ability to view, downloaded, and permanently delete) to the reports included in your kit bundle as well as any other reports you may have paid for, with or without a paid membership.

  
  Concerns About Your Results: We take the accuracy of our tests very seriously. If there are any doubts or questions regarding your results, especially concerning potential health risks, we strongly encourage you to reach out to our support team (********************************** and **************). We are here to provide further clarifications, re-evaluate your results if necessary, and ensure you have all the information you need.

  
  Please expect a follow-up from our support team shortly to discuss this information and to assist with any additional support you may require. We value your trust in Sequencing and are committed to making this right.
  

  
  

  Customer Answer

  Date: 02/14/2024

   
  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,
  
  ***************************