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Business Profile

Biotechnology

Sequencing.com
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 62 total complaints in the last 3 years.
  • 17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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:
    Answered
    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:
    Resolved
    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:
    Resolved
    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

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