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:06/07/2023

  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.

  On 4/24/2023 there was a payment of $1,999 for premium expedited. From my understanding of what was told to my daughter, results are given within a week. The package was sent out 4/27/2023 via ***** It arrived on 5/12/23. My daughter did not receive the results until 6/1/2023. In their system it states 5/30/2023 which is inaccurate. This is keeping in mind the shipping as well. They discounted my daughter $50 for the marketplace they offer on their platform. My children had no business buying their products due to their ages. I (the parent) decided to do a scan through their policies and saw something that slightly disturbed me. 13-year-olds are prohibited from being tested. My son just turned 12 last October. I saw that they can rectify this by deleting the data that they have of him. I feel this disclaimer needs to be stated on the front page of their website. He had no business doing this anyway, because he doesn't even have a card to his name. When you are trying to find your Native lineage, the men have to be tested. My daughter (also underaged) also did express to them via the phone on 5/31/2023 what was the reason of her purchasing the kit. They did not offer her a refund after she seen that she was given false and wrong information. You cannot have anyone underaged on file according to your policies. I am requesting for his information to be deleted and for the merchant to refund the full monetary value NOT AS A CREDIT. I showed my kids our real results from my blood test results. We are more than 1% Native American. Their information must have gotten mixed up or they sent the wrong test. Why are you giving consumers false reports? Besides not only the results, but they did also not uphold their end with getting the kit to my daughter in the premium expediated time. (They do not have it listed on the website with the timeframe). Again, asking for the merchant to refund however it was paid and delete all corresponding data of my son for a proper resolution.

  Business Response

  Date: 06/07/2023

  The customer purchased the ***************** Whole Genome Sequencing Service which provides whole genome sequencing data in 2-3 weeks from when the kit is received by the laboratory. The results were returned to the customer within this timeframe. 
  
  The turnaround time for when the data is made available does not start until the customer uses the kit and completed kit is received by the laboratory. Please note that turnaround times are never guaranteed, which is stated in the Kit Order Terms and Conditions that the customer agreed to prior to purchase located here ********************************************************************** and also in our **************** here: ********************************************************************************************************
  

  The customer misread the policy as a person of any age can be tested using our whole genome sequencing service, including newborns.

  The customer contacted our support team stating that they were not happy with their genealogy report because they thought the results should show they are above a certain percentage of Native American, which they stated was necessary for them to qualify for a government program. They demanded a refund based on the genealogy report showing they were a lower percentage then what they wanted it to state.

  The genealogy report we not included as part of the customer's ***************** Whole Genome ******************** service and was, instead, purchased separately. Even though the genealogy report provided accurate analysis, a full refund was issued back to the customer's payment method for this report.

  The product the customer purchased was never purported to provide Native American genetic genealogical assessment or any genealogical assessment. We do not advertise this service (Native American genetic genealogical assessment) and never marketed it as part of the ***************** Whole Genome Sequencing service that the customer purchased. Instead, our ************************* includes DNA health reports, which the customer received along with their whole genome sequencing data. The customer received the *************************s in-full that the customer purchased.

  The customer was also advised that they can download their DNA data files and upload them to third-party sites that *** offer the type of Native American genealogical they desire.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20139712
  
  I am rejecting this response because:
  

  I have searched your website personally to see the timeframe in which you are speaking of, and it is not stating such. It was not stated that it will be two to three weeks according to your rep ***** *** also stated a different timeframe that was less as well. I do see however in her email correspondence that she reached out to you all on three different occasions because no one was answering the phone. I have browsed you all's website relentlessly and it stated nothing about three weeks. Unless you all updated it. If you knew that it was within the timeframe, why credit her account in the first place? The premium was not only done past the time frame of two weeks, but the report was inaccurate. You all sent the downloadable PDF today of my son ********* after you received this complaint. It was not needed. Your data just from the Haplogroup alone was not credible. I was told from my daughter that one of your reps told her that it could be uploaded to 23andme. I reached out to their representative personally, and the young lady stated that they do not take ******** reports from you all because the file would not be able to be read in their database. I explained to her that you told my daughter that my son ******** could be uploaded into any report. So why would you tell my underaged daughter that if it wasn't true? I also tried reaching out to several others like Ancestry.com, MyHeritage, and the few you told her (which wasn't really a lot because she stated that you were saying yourself that some couldn't do it either with you all's report). They all denied your ******** reports. That alone speaks volumes. Yes, she was upset because the reports were not accurate. How would you feel if you were testing for something specific and it gives you false information? Just to the realize you spent so much money on something that wasn't even worth it. However, she was even more upset because she knew she had no business testing her brother without first consulting myself and her mother. I don't understand how you all are able to process orders without having a restriction on being a certain age to access it. You are leading many astray by this method because it is false advertisement. I stand firm on this matter. You also stated that I was reading your age policy wrong. So please inform me of this, you all allow children to conduct and access reports under their will? They do not need an adult present? 

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

  Business Response

  Date: 11/02/2023

  We appreciate your continued communication. Heres a concise response to the customers concerns:

  Turnaround Time:
  Our 2-3 week processing timeframe, as outlined in our Kit Order Terms and Conditions and email footers, was adhered to upon receipt of the completed kit.

  Affirm Purchase:
  The transaction via Affirm, requiring an 18+ applicant, highlights the adult consent obtained for this service.

  Kit Activation and Processing:
  All necessary steps were completed for us to proceed with the genome sequencing as agreed.

  Raw Data Usage:
  Our raw data is compatible with many third-party services, though we dont guarantee compatibility with all platforms due to varying data format requirements.

  Age ***************************** services require parental or guardian consent for under-18 individuals, emphasized by the Affirm transaction.

  Data Accuracy:
  We stand by our data's accuracy, derived from rigorous methodologies.

  Offered Solution:
  A goodwill refund was offered for the genealogy report. The main service was delivered as promised, warranting no further refund.

  Data Deletion:
  Upon written confirmation, well delete your sons data, adhering to privacy standards.

  We are committed to clarity and accuracy in our services and trust this response addresses the concerns. We remain at your disposal for further inquiries.
  

  
  

• Initial Complaint

  Date:04/12/2023

  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 purchased the Whole Genome Sequencing Bundle on 10/17/2022 and sent my DNA kit back to Sequencing.com in early November, but I have never received my test results. It is now 3/28/2023. When I sign into my account, it says the status of my order is completed, but when I check to see the results, nothing is there. I've been communicating with *** from customer service for months, and the issue is yet to be resolved. This is wholly unacceptable. I've communicated with customer service countless times at this point, and they have now gone silent and are not responding at all. Additionally, on 11/8/2022, I was included in an email response to another member's DNA question about a genetic disorder in which she provided private, personal health information to Sequencing.com. That information was subsequently shared with me as a result of Sequencing.com's negligence. I'm utterly disappointed in this company.

  Business Response

  Date: 04/13/2023

  The customer submitted this to the ******************** on March 28, 2023 and the BBB notified our company about this customer on April 12, 2023. In the interim, the customer's concerns have been resolved. The customer received their genome ********************** data on March 30, 2023. As of April 12, 2023, all of the customer's support requests have status of Solved. Our Support Team looks forward to assisting this customer if she has any further questions.

  Customer Answer

  Date: 05/01/2023

   
  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 with two exceptions.

  First and most importantly, the concerns about another individual's personal medical information that was shared with me mistakenly were not addressed or explained. This makes me uncomfortable as I have no assurances that my information will not also be compromised.

  Secondly, their attempt to "compensate" me with a small report credit for the frustration of these past months is wholly inadequate and insulting.
  

  With all the information I have now, I would not choose to work with this business again.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/22/2023

  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.

  Bought a kit with the rare disease screening. Received the kit in October and sequencing started work on it in November. It has been stalled at Bioinformatics Processing since January 23. This step is only suppose to take 5 days. I sent in a support ticket and received a response that my dna was complete and there is no issue. I responded to the email with screenshots showing it isnt complete and never received a response. Ive checked the report section where the rare disease screening should show up, and its empty. The original support ticket was submitted on Feb 8 and the agent responded to the ticket on Feb 10. I sent the screenshots the same day and have yet to hear back. That was 12 days ago. I have emailed them, called them, left voicemails and cannot get any answers. *** even reached out on social media. The not answering of the customers is unacceptable. This test was quite expensive and its quite infuriating to simply leave the customer in the dark over an error that is on your end.

  Business Response

  Date: 03/20/2023

  The customer contacted the ******************** on Feb 22 and the BBB did not notify us about this until March 13. The customer's results were delivered to the customer on March 6 along with the reports included in the customer's kit bundle. Our Support Team has been in-contact with the customer and are responding to the customer's questions.

• Initial Complaint

  Date:02/18/2023

  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 purchased a Whole Genome Sequencing Bundle on 07/20/2022 for $404.00. They were late shipping off my kit and while my kit was processing they website was down for months, leaving me with no access to my DNA data. Prior to me purchasing my Whole Genome Sequencing Bundle I paid for several app tests with them, a loyal customer as well as I am still paying for the plus membership. On January 11,2023 at 9:36am est I contacted the company about them assigning me the wrong haplogroup, I spoke with the customer service specialist ************************* about this issue. When we spoke he assured me that he would speak to their app developer to ask why how did they assign me the haplogroup that I was given. I had spoken to ************************* about the haplogroup issues and about their website not working numerous times. On January 12th I was emailed and told that their other customer service specialist ******** will be contacting me about the haplogroup issue. ******** did call me but as she was trying to explain the reason why I received the haplogroup she stated that she didn't know much about it herself. I was shocked that they would have her to call me about this issue and not the app developer who created the haplogroup test. I've taken other tests that gave me the correct haplogroup because those tests gave me the same haplogroup. When I called ***** back to ask to speak to the haplogroup app creator so he could better explain to me how he assigned that incorrect haplogroup, ***** told me that he would have him to give me a call on the next day. Well I never received that call and I was also blocked from Sequencing.com business page. I'm in fear that I've been scammed just for access to my DNA. I DO NOT trust this company!!! I don't feel comfortable with this company having access to my DNA and I also want a refund on my Whole Genome Sequence kit. I don't feel like my DNA was even sequenced correctly. This company needs to be shutdown or they will continue to scam others.

  Business Response

  Date: 03/20/2023

  Our Customer Success Team spoke with this customer by voice and email many times. We clarified that the analysis the customer is referring to was not performed by Sequencing and, instead, was performed by two different third-party companies that perform genealogy analysis. The customer stated that she used the data received from our whole genome sequencing service with both of the genealogy analysis and while she got the results she was expecting from a third-party genealogy site, she did not obtain the genealogy result she was expecting from third-party genealogy report obtained through Sequencing's marketplace.

  The customer stated that there was an issue with the whole genome sequencing she received from Sequencing but she did receive the genealogy result she was expecting with her whole genome sequencing data when it was analyzed by a third-party site. The raw whole genome sequencing data received by this customer is very high quality, the discrepancy in the results is from two different analysis using different algorithms.

  Information about the algorithms was provided to the customer. The customer remained frustrated and a full refund for the genealogy report purchased through Sequencing was provided. The customer has been fully refunded for the genealogy report that she questioned.

  The customer started to threaten our Customer Success Team stating that she will make sure to broadcast to the world that our service isn't trustworthy and she demanded a full refund for her whole genome sequencing. Since there was no issue with the quality of the customer's whole genome **********************, which had already been delivered to the customer, and the customer only had a concern about the analysis of a genealogy report, and we had already refunded the genealogy report, the request for a refund of her whole genome sequencing was denied. The customer's tone continued to be disrespectful with threats that she'll inform the world about the company to the point that the customer was informed that her account was going to be closed. She was provided several weeks to download her data and her reports and was also provided download links so she could download her whole genome sequencing data.
  
  It is unfortunate that we were unable to reach a resolution with the customer.

• Initial Complaint

  Date:01/16/2023

  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.

  The delete data button on the website does not work. I tried on multiple browsers and multiple machines. There is no way to delete your data on the website, which is a violation of the terms of service, which states the following:"You may permanently delete your digital genomes at any time by signing into your Sequencing account and going to your All Genomes page."******************************************************** Support via email did not respond, and no one answers their phone line.

  Business Response

  Date: 02/23/2023

  The inability for a customer to delete files from their account was a temporary issue due to a site upgrade. This issue was fixed and customers can once again permanently delete files from their account at any time and for any reason.

  This customer has been able to delete the files from his account. We believe this issue resolved. Thank you.

  Customer Answer

  Date: 03/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am glad that I was finally able to delete my data via their website which appears to be working again, however it took over a month for their website to be fixed, with very poor communication from their email department. I would not use their services again.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/29/2022

  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.

  On August 19 (Receipt ************ I purchased for $379.00, a Genome sequencing. I received a kit promptly, and returned it promptly, receiving numerous status update emails.
  9/10/22 - Kit Activated
  9/13/22 - Kit in transit to Lab
  9/14/22 - Kit Received by Lab
  10/3/22 - Kit Received by Lab (Why twice, no explanation)
  11/3/22 - Kit processing at Lab
  12/6/22 - Kit "Failed"
  12/9/22 - Spoke with ***** - resolution promised, blamed on website.
  12/14/22 - Chat with ***, promised email update in 1 business day - NO response since this date.
  12/23/22 - Email sent to sequencing.com support requesting a refund - NO further response.
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Kit failure is part of the normal process of sequencing a sample and when this occurs a replacement kit can be sent or a full refund can be processed. This customer's refund was processed on 12/29/2023 and an email was sent to communicate the transaction.
  
  
  Consumer Response /* (2000, 7, 2023/01/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received the requested refund in full.

• Initial Complaint

  Date:12/20/2022

  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 paid for whole genome DNA sequencing from this company. I sent a sample once and it failed the sequencing process. They sent a new free kit which I returned. After I set up an account and activated the kit, I was able to log in and I purchased several apps which were used on my 23andme data; worked fine. About a month or so ago, I could no longer sign in to the site; I cannot sign into the site now and retrieve any of my raw data, which is complete to emails from support. According to some posts on ********* they underwent an upgrade of some sort within the last few months and others have had problems also. I no longer get satisfactory responses from support, just keep waiting -- "it will be ok next week". After going through the 2FA sign in process, I get an "access denied" message whenever I try to access any data. I have demanded a refund since I can't get any satisfactory response as to when the problems might be resolved. In one email they asked me take photographs of myself next to my passport because I had set up 2FA, they said. No response as to whether that resolved anything. I would like to know that those confidential images have been destroyed. At this time, my preference is to simply receive a refund for the sequencing and the apps I have purchased, all total about $600.

  Business Response

  Date: 01/18/2023

  Customers website issues were resolved including 2FA and all whole genome sequencing data has been imported and customer has used data to run reports. Our support team has been in contact to provide download links for data files.

• Initial Complaint

  Date:12/17/2022

  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.

  This business is charging my card fraudulently. I never signed up for an ongoing plan in fact my account only says FREE anywhere I look. I paid for the testing and nothing recurring that price was high enough and it took THREE attempts to receive any results even after following the steps appropriately. There is no where in the site that says I have a plan other than free , no where to cancel any plans, and no where to remove my credit card information as it's not even listed under payments. I wonder how many people are billed and don't notice the ***** missing. And for what ? I'm not even using the service anymore.

  Business Response

  Date: 01/18/2023

  There was an error with this charge as mentioned by the customer. She wrote in asking about this on December 19th and we refunded the charges within 24 hours. The error was reported to our Engineering Team and this has been resolved.

• Initial Complaint

  Date:12/08/2022

  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 them $400 months ago to get my DNA looked at for possible diseases. I downloaded my 23andMe DNA information onto their websites and it was supposed to be able to go through and see if I was susceptible to certain diseases or if I had them etc. Now when I login it wants to charge me more money, premium and premium plus to see the data that I already paid $400 for. And the company will not return my chats emails or phone calls I have left to today.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 9, 2023/01/18) */
  Spoke to customer on the phone on 12/8/2022 ************. Spoke to her on the phone again and explained our new plan and the different products she purchased. I provided her with 2 months of our Premium membership at no charge. Issue is resolved.
  
  
  Consumer Response /* (2000, 11, 2023/01/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company contacted me and we had a very good conversation. They are very professional, addressed my issue and we reached a positive conclusion to my problem. I am very happy with how they handled their response.

• Initial Complaint

  Date:12/06/2022

  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 originally paid for a premium account at sequencing.com several months ago. However, I decided to downgrade my account to a normal one as I no longer wanted to pay. ************** confirmed the downgrade and informed me my next charge would be in January. Imagine my shock when I saw a $129 charge on my credit card, charged immediately, even though I was trying to DOWNgrade, not upgrade! I emailed sequencing.com's support to ask for a refund, but I neve received a reply. I tried to dispute the charge with my credit card company, but for whatever reason they decided to side with**************** so now I'm still on the hook for $129. That wouldn't be so bad, except I logged into my sequencing.com account today to see that I can no longer access ANY plus or premium features!! I am now literally out $129 for absolutely nothing. I have absolutely nothing at all to show now for my $129, but sequencing.com gets to keep all of it. If I'm not mistaken, that's called thievery. So now I am complaining here as my last resort. I'm extremely upset as it is the holiday season and I need every last penny I can. I want a refund back and I also would like to warn others never to trust sequencing.com. They should be ashamed of themselves. They are happy to take your money and give you nothing.
  

  Business Response

  Date: 01/04/2023

  Consumer Response /* (2000, 6, 2023/01/03) */
  Complaint resolved