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:11/19/2022

  Type:Billing 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.

  Ordered kit on Feb 28 2022 for $404. Received the kit in March. First kit had a data problem so I had to start over with a fresh kit in July. I got my results this week. But my results are held hostage and I'm being told that the only way to gain access is to give the company up to $425 more and then seek reimbursement. When I purchased my package, it was advertised to include: 4 reports of my choosing from paid apps, 2 months of silver membership, and 2 pre-selected paid reports. Once I could finally view my account information, I saw that I only had 1 month of membership. I immediately reached out to have this adjusted. I was advised that I needed to pay for it up front and seek a refund. WHAT?! For my 4 reports, no credits existed. WHAT?! This doesn't seem right. So I reached out and asked these to be added to my account. The response? I have been told that I must prepay (again!!?). And now, there is a price limit of $100 apiece. This also problematic because the company did not advertise that anywhere - and some of the reports I'd intended to order have increased in cost since February 28th and are now above $100. What is it that I've prepaid for if it was not this? I don't believe that I should have to put myself at further financial risk for a company that already has failed to provide what was initially promised. I understand that you have updated your website and changed your service plans. But exactly none of that is my problem. And there is zero reason why this cannot be fully handled on your side through client-specific coupons on your website. Give me the equivalent, but don't give me less all while asking for more $$. I wish to again emphasize that the company did not make any attempt to notify me of these "changes". If your company finds that this to be an acceptable business practice, then please use your own personal credit card to prepay for my four reports and additional month of membership. Then you can seek reimbursement.

  Business Response

  Date: 01/04/2023

  Consumer Response /* (-5, 5, 2022/12/01) */ I'm no longer interested in working with this company and would prefer a full refund. Business Response /* (1000, 17, 2023/01/03) */ This customer was fully refunded for her purchase of whole genome sequencing and her account and all data have been deleted at her request. Consumer Response /* (2000, 19, 2023/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response and received a full refund.

• Initial Complaint

  Date:11/18/2022

  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 purchased ultimate genome sequencing on Jul 4th 2022. I received my results, and to my surprise, the results of my rare disease screen say that I do not have diseases that medical providers, through genetic testing, have previously told me that I have. My results from sequencing.com also do not match with what another company's whole genome sequencing have previously provided. I have sent several emails to support about this and the issue is being ignored. My last email asked for escalation and a response from a manager and this was ignored and instead information was provded which had nothing to do with my complaint. Additionally, I seem to no longer have access to my genome data on the website with the link for my "most recent genome scan" showing "pending" At this point I dont know what has occurred, but I have not received what I paid for. It seems that I have received someone elses whole genome information?

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 11, 2023/01/03) */ Customer has been refunded for the report in question and all related communication has been updated. Customer Support director has reached out to confirm resolution.

• Initial Complaint

  Date:11/17/2022

  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 bought a DNA package and it was activated on 8/31/22. As of 11/17/22 I see online (which has been down and unusable for a large portion of that time frame) that it has just now hit the middle of the line the DNA needs to go thru and they notate that this will take 4 more weeks until it moves onto many more steps. Had I known that this process would ultimately take a year at this rate, I would not have signed on nor given them almost $500 ($399 plus another $49). The time frame is not delineated at time of purchase although I'm sure there is fine print absolving them of any due date. Christmas is out of the question at this rate. Their responses appear pre-written and customer service has disintegrated into non-existence. I am wondering if this is a scam. If I had any medical issues I was looking for, I'd be dead by the time I received them.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 10, 2023/01/03) */ Customer's DNA data has been fully sequenced and is uploaded into account for use. Consumer Response /* (2000, 12, 2023/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Suspect reason my dna sequencing picked up speed was due to the BBB complaint. Hope ************** will improve time frame transparency in future advertising.

• Initial Complaint

  Date:11/11/2022

  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 made the purchase online and within hours decided I did not want to know the results and reached out to cancel the order. They asked why I wanted to cancel. I told them then they emailed back and said too bad final sale. The order was not even processed yet. Why would they make me purchase the product knowing I did not want it. They then told me to give it to someone else.

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 8, 2022/12/20) */ Customer Support spoke with this customer and provided a refund on November 20, 2022. Consumer Response /* (3000, 10, 2022/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not refunded my money. They claimed in numerous emails they refunded but I was on the phone today with my credit card and they see no attempt for the refund. I have started another dispute on my card because in the beginning of this they told me to cancel the dispute so they could refund it. As far as I'm concerned they are playing games. Business Response /* (4000, 12, 2022/12/29) */ We have a "no refund policy" on purchases of DNA kits and this is something each customer agrees to understanding when making a purchase and it is also something I have discussed with this customer. When charges are disputed there is often nothing we can do and there is a long delay in processing any type of transaction when a dispute is in place. This customer is correct the refund had not been processed because we were unable to provide further transactions on our own until the dispute itself is resolved. The refund is now processed. See attached documents.

• Initial Complaint

  Date:10/20/2022

  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 purchased a sequencing kit and subsequent reports about my health once the sequencing was done. Upon receipt of my report, I noticed that it said I had no increased risk of breast or ovarian cancer, despite having been told years prior by a respected university health system that I have a serious genetic mutation increasing my risk of both cancers greatly. I purchased access to sequencing.com's genetic counselor who confirmed by looking at my raw data that the reports are incorrectly reporting a lack of increased breast and ovarian cancer risk. The raw data confirmed presence of these serious mutations, but the reports (multiple of them) were wrong. The genetic counselor raised this issue with sequencing and did not hear back (for weeks). I subsequently raised the issue also and have not been given a response. I'm not only concerned because of the amount of money I've now spent for incorrect reports and access to a genetic counselor, but for others who may have been misinformed about their risk of breast or ovarian cancer as a result of genetic mutations. This feels extremely dangerous.

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/04) */ Full refund offered for whole genome sequencing service as well as an explanation of what occurred. There was a coding error in the analysis of the report in question. This report was rerun and provided to the customer.

• Initial Complaint

  Date:09/28/2022

  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 purchased whole genome sequencing on Dec 9, 2021. After submitting 2 samples I finally received results in August 2022. I received a STAT BRCA2 breast cancer gene alert result in the report for which I alerted my physician and have had subsequent expensive testing to verify. Today, I ran an app off the same dna results at ************** to take to my physician...the results state that there is no increased breast cancer risk. This is the exact opposite if what the August report told me. I just had a very expensive mri because of the original dna results. These 2 reports cannot simultaneously exists and be accurate. Either my samples were swapped, mishandled or erroneously reported. I would like my money back, there's no way this is a credible laboratory. I've tried calling numerous times, no one has ever answered the phone, ever. I was charged $404 on 12/9/21, $23.98 on 9/5/22, and $64.06 on 9/28/22. I want my money back, all of it, given that I don't know, and my dr doesn't know which results to believe.

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2022/11/04) */ A full refund has been given to this customer for all related products. Customer has received multiple email and phone calls from Customer Success Director and information regarding solution from our Head of Bioinformatics. Consumer Response /* (3000, 7, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although this business has refunded some of my money, the results they gave me still have discrepancies and are proven to be incorrect as evidenced by confirmatory testing. It has cost me over 6k in medical bills because of incorrect results...results they changed after I began asking questions. These are not reputable results to be taken seriously and acted upon, this is dangerous. Innocent people could potentially be harmed by believing they are correct. If it had not been for my Dr doing backup testing, these test results could have caused me to have unnecessary surgery. Customer service admitted that there was a glitch in the apps that caused these erroneous results, so they reran the reports and CHANGED the results after I'd shared with my physician and paid for all kinds of medical tests. This is unacceptable Business Response /* (4000, 11, 2023/01/05) */ I contacted this customer by phone and by email. The report that was run did have a bug in the algorithm for the analysis. Our Bioinformatics Team reran this report and provided the new report to the customer. There was nothing wrong with the data provided just a glitch in the analysis. The customer was provided with a full refund.