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Business Profile

DNA Testing

CRI Genetics, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in DNA Testing.

Complaints

Customer Complaints Summary

  • 87 total complaints in the last 3 years.
  • 14 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:09/11/2024

    Type:Sales and Advertising 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.
    The main complaint I am sending this for is the false advertisement of a sale without actually having one, the base price of their flawed dna test is is $89 for the "ancestry+traits" or $109 for the "ancestry+health" but both are constantly on "sale" foe those prices with the "full price" changing, currently the "ancestry+health" has a full price of $349, and a couple weeks ago it was $699, they change this every couple weeks.They also give incorrect results, I know for a fact that one of my grandparents is about half native American, I should be about an eighth, but instead, I'm Spanish and eastern slavic. And for some reason, almost everyone gets some small amount of Punjabi Indian, which implies they don't correctly clean their equipment, which is a health concern

    Business Response

    Date: 09/11/2024

    Hi ******* ******,

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.  

    Sincerely,
    CRI Genetics Customer Advocate Team

    Customer Answer

    Date: 09/11/2024

     
    Complaint: 22271576

    I am rejecting this response because:

    I am not the only person with these complaints, you are a fraudulent company, that gives results that are at best the bare minimum surface level results that are partially false due to contamination, at worse completely false. Not to mention your blatant lying about "sales"

    Sincerely,

    ******* ******

    Business Response

    Date: 09/25/2024

    Hi ******* ******,
     
    Good day! This is **** from the CRI Genetics Customer Advocate Team.

    I hope this email finds you well. 

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. We'll get back to you via email as our mode of communication.


    Best Regards,
    CRI Genetics Customer Advocate Team

    Customer Answer

    Date: 09/25/2024

     
    Complaint: 22271576

    I am rejecting this response because: I honestly don't care anymore, and I probably wil never accept anything you offer unless you publicly admit to your fraudulent activity and apologize to everyone you've lied to.

    Sincerely,

    ******* ******

    Business Response

    Date: 09/27/2024

    Hi ******* ******,
     
    Good day! This is **** from the CRI Genetics Customer Advocate Team.

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We've already processed your request in refunding you and email has been sent. 

    Ticket number: #*******

    Please respond to the email in you have further questions.

    Best Regards,

     CRI Genetics Customer Advocate Team.

    Customer Answer

    Date: 09/27/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is good enough, a refund means I get to spend the money on something else.

    I really do hope you learn to properly clean your equipment and stop pretending like you have a sale going on when you don't.

    Sincerely,

    ******* ******

  • Initial Complaint

    Date:07/31/2024

    Type:Product 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.
    Ordered Kit from CRI on July 6th. Rather excited , great website. Two weeks go by and while i get e mail from them telling me how to return a kit i haven't got . Write them. Get " Since our last update, the order is still currently in transit" Wrong its hasn't been mailed , good try. 17 days in your warehouse? I asked to cancel my order. I got the standard cut and paste reply you see here on BBB, from them, but they would cancel my order if I didn't want to wait 2 more weeks and get a amazing 25% off. ( on what i dunno) 24th of July, I get "While the shipment and handling fee remains non-refundable, I'll ensure the refund process is as smooth as possible for you" . How they can charge me for shipping and handling of something they haven't mailed is beyond me. So i write back, please refund. again. Send again 2 days later. No reply. no contact .So here we are, 25 days later. I'm out ****** CDN, and I really don't expect it back from this shady company as i still have received no reply since the 26th, my last attempt to contact them, they just went quiet. I hope my tale of woe will convince others NOT to trust ***, I don't know if their shipping and handing department is simply a utter shambles, or they are out of stock, but their "Money Back Guarantee: is non existent . Shop around avoid CRI. Wish I would have read BBB before i got into this mess wont ever trust CRI again. Nor should anyone else.

    Business Response

    Date: 08/01/2024

    Dear *****, 
     
    Your request for a refund has been forwarded to our ****************** for processing.

    Thank you for your patience and understanding as we work to resolve this matter for you. Your feedback is important to us, and we appreciate the opportunity to address your concerns.

    If you have any further questions or need additional assistance, please do not hesitate to contact us.
     
    Best regards, 
     
    CRI Genetics Support Team 

    Customer Answer

    Date: 08/02/2024

     
    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. 

     

    Its a refund of $ ***** not the ***** it cost me but without BBB I'm sure this would have taken a lot longer if at all. Ironically they contacted me a day after contacting you with a refund. 

    Sincerely,

    *************************

  • Initial Complaint

    Date:07/26/2024

    Type:Product 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 was overcharged for my kits to get more tests suggested.Normally the sample goes through various steps before the conclusion.My mom's sample arrived later then somehow she received quick updates while mine was stuck, I asked customer service they said it's normal.All of a sudden after the chat I got an email with my results that I am randomly 63% European 56% Italian and some spanish.We are an Egyptian Family (and we look like it) and I have my inheritance documents going back about 7 generation.Now my mom's results are almost the same percentages with random Greek which is not even logical.The health results they charged me extra for we're inconclusive!!!It was too quick and 100% made up I requested a refund because all their accuracy claims are false and I then learned about their FTC case which confirms they are scammers

    Business Response

    Date: 07/26/2024

    Hi ****,
     
    Good day! This is **** from the CRI Genetics Customer Advocate Team.

    I hope this email finds you well. 

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down.

    Upon checking, it has been fully Refunded with the following ticket IDs.
    #******* - $174.76 
    #******* - $175.19

    Hope this helps. Please don't hesitate to let us know and we'll be delighted to be of service to you.

    Sincerely,
    Customer Advocate Team


  • Initial Complaint

    Date:06/19/2024

    Type:Delivery 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.
    Ordered to have DNA testing and paid in full to the tune of over $200 US? That was over 3 weeks ago. When calling the company, they keep telling me its on its way. The testing kit never arrived nor has my money been returned. I feel like I was taken.

    Business Response

    Date: 06/19/2024

    Hi ******, 

    I hope this email finds you well. 

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you.  

    Regards, 
    Customer Loyalty

  • Initial Complaint

    Date:06/08/2024

    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.
    An order was place on June 4th 2024. I canceled the order the next day. I sent multiple emails to support to cancel to no response. I called June 6th and confirmed the cancelation and set refund on June 6th by customer service. I was told I would be getting an email confirming cancelation from the phone conversation with customer service. I did not and today I got a notice my order was shipped. I am moving today and will not receive the order as it was due to be canceled for this purpose.

    Business Response

    Date: 06/19/2024

    Dear *****,

    We have emailed you with an offer and are looking forward to your response.

    If you have any questions, please feel free to reach out to us.

    Best regards,

    CRI Genetics Support Team

  • Initial Complaint

    Date:05/22/2024

    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 purchased 2 CHI genetics kits for my husband and I around October of 2023. We got them done sent back and my husband got his info in January of 2024. It's *** now and I still haven't gotten mine. I have contacted the chat help from CHI Genetics 3 times now about it.

    Business Response

    Date: 05/22/2024

    Hi Alberta, 

    Good day!

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve.

    Sincerely,
    CRI Genetics Customer Advocate Team

    Customer Answer

    Date: 05/24/2024

     
    Complaint: 21744505

    I am rejecting this response because:

    I have gotten this answer twice already. The first time the case was closed without an answer. The second time was completely ignored after I was told they would start an investigation. I don't see how starting a third investigation is going to lead anywhere new. 

    Sincerely,

    ***************************

    Business Response

    Date: 05/27/2024

    Hi Alberta, 

    Good day!

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve.

    We're working on your request as smoothly as possible. We'll be communicating with you via email with case #*******.

    Sincerely,
    CRI Genetics Customer Advocate Team

  • Initial Complaint

    Date:05/08/2024

    Type:Sales and Advertising 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 ordered a test from cri genetics so that I could compare my lineage to my parents. We have all had genetic testing done to better understand our family history. I had this done for fun, but when I received my results it showed that I was of Spanish and Asian decent and my famous relatives were 3 African people. I am actually English, Polish, Norwegian and Scottish. I feel like this test was not accurate and this company is fraudulently stealing money from people. I requested a refund and was denied, being told this DNA test dates back 2000 years. Absurd.

    Business Response

    Date: 05/09/2024

    Hi *****, 

    Good day!

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve.

    Sincerely,
    CRI Genetics Customer Advocate Team

  • Initial Complaint

    Date:05/03/2024

    Type:Product 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.
    *** test kit bought in 11/23 received as a gift for Christmas. Sample sent in to CRI in 12/23., told 4 to 8 weeks for results. Still no results in 02/24. Called for an update, was told the reults were already completed but no email sent. A check online showed that the *** sample had an error when processing and to call customer service for a rerun. **************** called in 03/24, told a rerun would be sent to the lab and would be 2 to 4 weeks. 04/24 still no results, called back to get an update. Was told still waiting on the lab and would rush the rerun within 2 weeks. 05/24 and still no results. Furthermore, multiple items in the supposed "test" were highly questionable. Called and asked for a refund after 5 months wait and told there is a no refund policy and the test with an error was a courtesy. Furthermore, discovered the 11/23 FTC California ruling of CRI false, deceptive *** accuracy claims, and deceptive practices. I demand a refund from this scam company.

    Business Response

    Date: 05/06/2024

    Hi ****, 

    Good day!

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve.

    Sincerely,
    CRI Genetics Customer Advocate Team

    Customer Answer

    Date: 05/08/2024

     
    Complaint: 21665156

    I am rejecting this response because: their response is simply a generic cut and paste prerecorded message which I also received via email, and online. It is not an honest attempt to remove the issue. An internal investigation on their part also does not resolve the issue. Furthermore, I have waited over 5 months after making multiple calls and emails to resolve with no action on **** part. I have no faith in this company or their dishonest practices or their obvious disregard for customer service. Lastly, I still to this day have not received the service which was paid for and am no longer wanting to wait or continue doing business with CRI. Please refund my money.

    Sincerely,

    *********************

    Business Response

    Date: 05/08/2024

    Hi ****, 

    Good day!

    We sincerely apologize for not getting the desired resolution for your concern yet. Please rest assured that we have already taken care of your issue and are committed to providing a satisfactory resolution.  At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve.

    I have already requested a refund to our Finance Team. You will get an email once the refund approved. Please refer to the ticket #*******

    Sincerely,
    CRI Genetics Customer Advocate Team

    Customer Answer

    Date: 05/09/2024

     
    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 if they honor their statement to provide a refund.

    Sincerely,

    *********************

  • Initial Complaint

    Date:04/28/2024

    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.
    On February 17, 2024, I ordered a DNA ancestry kit from CRI genetics for $109. On March 28, 2024 I was informed that I needed to pay another $168 to unlock the full report. I am now $277 poorer and still have not discovered any family connections. They apparently deceive and mislead people to cheat them out of their money.

    Business Response

    Date: 04/29/2024

    Hi *********, 

    Good day!

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve.

    Sincerely,
    CRI Genetics Customer Advocate Team

    Customer Answer

    Date: 04/29/2024

     
    Complaint: 21636540

    I am rejecting this response because:,this company sends out the same message to every complaint to put people off long enough to erase the complaint. People need to know to not waste their money on this fraudulent business 

    Sincerely,

    *************************************

    Business Response

    Date: 04/30/2024

    Hi *********, 

    Good day!

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve.

    A refund has been forwarded to the Finance Team for processing. Your ticket number is #*******.

    Sincerely,
    CRI Genetics Customer Advocate Team

    Customer Answer

    Date: 05/08/2024

     
    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.
    I was given a partial refund

     Not the original $100, but the $168 for unlocking everything 
    Sincerely,

    *************************************

  • Initial Complaint

    Date:04/22/2024

    Type:Product 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 bought these tests for my daughter and I to see what our percentage of ethnicities was. The day I received the tests back I requested the refund on both kits due to them being so far off the charts that I knew they were not ours. We are both American Indian descendants for sure, but neither test came back with any American heritage. My grandmother was reported to be full-blooded on my mother's and on my father's my grandmother was reported half-breed. That is just part of the problem. We were both found to be mostly European on the *** test yet we are both dark-skinned. The health report that was supposed to give us a heads-up on health concerns was completely wrong. It said I had a low chance of any heart disease yet heart disease is one of the biggest killers in our family. I had my first of five heart attacks when I was 46 years old. I have had many family members die of heart disease as well. There is no way they can make me believe these tests are correct so I requested a refund. They are refusing the refund because I did not ask before I opened the results. That makes no sense to me. Now they want to rerun the test and I am not interested in going through this again. Please help me get this taken care of. I really don't need the aggravation.

    Business Response

    Date: 04/22/2024

    Hi *******, 

    Good day!

    We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve.

    Sincerely,
    CRI Genetics Customer Advocate Team

    Customer Answer

    Date: 05/09/2024

     
    Complaint: ********

    I am rejecting this response because:

    Please reopen complaint #********. I misunderstood the email saying I had 10 days to reply and have been very sick so I did not stay on top of the BBB website. I was expecting a reply from  CRI Genetics to my email account. I have received only emails from them trying to sell me more stuff I am not interested in. This company was way off on the reports for my daughter and me so I do not need to get anything else from them except a refund for my original purchase. Please help me get this taken care of. I am currently dealing with heart problems that they say I had a minimal risk of, so I don't need added stress fighting for what is rightfully mine.

    Sincerely,

    *********************************

    Business Response

    Date: 05/09/2024

    Hi *******, 

    Good day!

    We sincerely apologize for not getting the desired resolution for your concern yet. Please rest assured that we have already taken care of your issue and are committed to providing a satisfactory resolution. 

    At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve.

    Sincerely,
    CRI Genetics Customer Advocate Team

    Customer Answer

    Date: 05/16/2024

     
    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,

    *********************************

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