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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

  • 83 total complaints in the last 3 years.
  • 13 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:01/21/2024

    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.
    Purchased dna kit online was a complaint of inaccuracy let them know they offered me something else which is not what I want after I requested a refund I paid over **************************************************************************************************************************************************** a security leak in their site

    Business Response

    Date: 01/22/2024

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

  • Initial Complaint

    Date:01/16/2024

    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 purchased a DNA testing kit for my daughter for the holidays. She registered the kit on the fifth (confirmation email attached), swabbed her mouth and sent the samples back as instructed on the seventh. Despite claiming results could take up to two months, they seemed to be ready almost immediately (huge red flag) and when she tried to view the results today, she was met with an error screen. A quick ****** shows the *** and BBB have exposed this company for the fraud it is, and I would like my money back immediately. I have emailed the support team with no response, but after reading 32 pages of complaints here I don't want to bother going back and forth.

    Business Response

    Date: 01/17/2024

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

  • Initial Complaint

    Date:01/14/2024

    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.
    CRI is a laughable excuse of a DNA company which provided me highly questionable results, that sound improbable and fabricated. I bought the test after looking at some reviews, and recently it has been found in a FTC filing in ********** that the company has been accused of falsifying reports and deceptive marketing. In the light of this, I believe the tests including my own are highly fabricated with no attempt at accuracy. In addition the company has one of the most predatory marketing attempts, I received dozens of marketing emails tempting me to buy additional tests or reports. The numbers of these emails were too much, and despite opting out on receiving further emails, I still received predatory emails encouraging me to purchase further reports claiming 'to get the most' out of my purchase. I absolutely regret buying from this company, and I advise anyone reading this complaint to stay away from dealing with this company.

    Business Response

    Date: 01/16/2024

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

  • Initial Complaint

    Date:12/21/2023

    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.
    On Nov 26, 2023 I ordered two Ancestry Analysis kits for CRI Genetics for $236.00. Charge to my **************** card. After receiving the kits, I was made aware of a FTC ruling against CRI Genetics for:$ *******. for fraudulent business practices. After this report I did not want to do business with CRI and requested a refund, I did not use the collection kits or submitted any samples to CRI for analysis. I have requested this refund 4 times and CRI doesn't respond to my requests. Order # ******. My refund request was given a case ID # *******, but no action by CRI to process my refund for over a week. CRI continues to stall my refund for no reason.

    Business Response

    Date: 01/01/2024

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

  • Initial Complaint

    Date:12/12/2023

    Type:Order 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.
    Company charged for a subscription that I didn't order or want. $115.00. I tried going through the customer service port that did not work. I emailed them and told them their website didn't work. They charged me money, I asked for refund and got no satisfaction. I want that money back and I will not let it go.Thank you

    Business Response

    Date: 12/27/2023

    *************, 

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

  • Initial Complaint

    Date:12/02/2023

    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.
    CRI genetics was found in a court of law in ********** that they deceived consumers in the accuracy of their products saying that they could detect ancestral DNA with Newfound Technologies patented by their company. I paid close to $200 based on their claim to find out about my DNA history and Wellness, they have lied to Consumers they used aggressive sales techniques and charged me another $143 for a 6-month credit kit to open more DNA advances when I had canceled it way before. The *** has found in a unanimous 3-0 vote that they falsely an aggressively lied about reviews of accuracy about the algorithm used, and were found to use dark patterns in order to convince consumers like myself to buy additional products. Knowing what I do now I would have never purchased the product, the so reason for my purchase was because of their claims of accuracy and a patented algorithm That was supposed to be better than ancestry and 23andMe. So to satisfy my complaint I want my full money back for the deceptive product and I want my information destroyed afterwards. Because of their false claims they should be willing to pay me back to get an accurate DNA test.

    Business Response

    Date: 12/27/2023

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

  • Initial Complaint

    Date:11/29/2023

    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.
    ************************************************************************************************************************************************************* Since this ruling I've reached out to the company to see about getting my money back for this deception. They told me that according to their "current" policy guidelines I am not eligible for a refund. If it wasn't for their false claims, misleading advertising and marketing along with their fabricated reviews, I would have NEVER chosen this company to do my DNA testing. For me, I wanted to know my ancestry and where I came from. Now I don't even know if the results they gave me are mine, someone else's, or all made up.There are reasons why consumers want DNA testing done and to have a company be so deceptive is unnerving. They should have to refund all the consumers due to this deception. I've even asked them for their CLIA certification number so I can search the database, and they have not given that to me.

    Business Response

    Date: 12/20/2023

    BBB

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

    Customer Answer

    Date: 12/20/2023

     
    Complaint: 20933938

    I am rejecting this response because:

    Sincerely,

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

    Customer Answer

    Date: 12/21/2023

    They said they would reach out to me, but they have not. No one has reached out to me since I've submitted this complaint.

    I was deceived into thinking this was a reputable company. I did my research and saw good reviews on this laboratory. Come to find out, it was all a lie.

    I've ask numerous times for their ******************* Improvement Amendments # so I can search to see if they are truly a legit laboratory. I still have not received that number. So for me, the are not legit and I would like my $115.80 I spent to have them run my DNA so I could find out my ancestry. Because at this point, I don't believe anything they told me about my ancestry. I would like to have my money back so that I can find a reputable company to find out what my ancestry is. 

    I don't know how a company can deceive consumers, and still be rewarded. 

     

    Thank you. 

     

    Business Response

    Date: 01/01/2024

    Hi ******,

    Greetings!

    We are very sorry to hear that you are still waiting for our call. We will immediately send a follow up to our colleagues to contact and discuss your feedback. 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.

    Once again, our sincerest apologies for the inconvenience.

    Regards, 


    Customer Loyalty

     

    Customer Answer

    Date: 01/01/2024

     
    Complaint: 20933938

    I am rejecting this response because:

    They keep saying theyre going to contact me, but NEVER do. 

    Before I contacted the BBB I had tried to resolve this issue by contacting the company. But they told me Im not due a refund. No reason was given as to why. 

    Ive also asked for proof theyre a legit company, but they cant provide that information. So I dont trust anything theyve sent me about my DNA results. 

    I just want my money back so I can be done with it. That way I can delete my account through them and move on to finding a reputable company that can be trusted.

    Theyre going to just keep telling you theyll contact me, but they will NEVER contact me. 

    Sincerely,

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

    Business Response

    Date: 01/22/2024

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

    Customer Answer

    Date: 01/22/2024

     
    Complaint: 20933938

    I am rejecting this response because:

    EVERYTIME they have responded with, we'll have someone reach out. I have NEVER received any correspondence from them. I will continue to reject anything they say because they cannot be trusted. Once I receive my refund, we'll be set. But until then, there's nothing they can say that I'll believe. They have not been trustworthy up until now. 

    Actions speak louder than words!! And their actions have spoke volumes up to this point, which tells me, they aren't to be trusted. 

    Sincerely,

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

    Business Response

    Date: 01/23/2024

    Hi ******,


    Greetings!


    We are very sorry to hear that you are still waiting for our call. We will immediately forward your concern to our Management. 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.
    Once again, our sincerest apologies for the inconvenience.


    Regards, 


    Customer Loyalty

    Customer Answer

    Date: 01/23/2024

     
    Complaint: 20933938

    I am rejecting this response because: you have done nothing to try and solve my issue or concern!! You keep beating around the **** and putting me off. Youre **** right this is not the experience I expected to have trying to figure out where my ancestors came from. 
    For me, I paid for nothing but lies. I dont even know whats true in the results of my testing. 

    Sincerely,

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

  • Initial Complaint

    Date:11/19/2023

    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.
    Their ancestry results from my last 4 generations were completely at odds with my researched genealogy and precious results from a different company (23&Me)., so they cannot claim to be accurate.They do not disclose that many results require further payments after receiving the data package. This is deceitful.

    Business Response

    Date: 11/20/2023

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

    Customer Answer

    Date: 11/27/2023

     
    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.

    they issues me a full refund. 

    Sincerely,

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

  • Initial Complaint

    Date:11/05/2023

    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.
    CRI Genetics refuses to release to each customer his or her own raw DNA data to him or her. This is an unconscionable practice not followed by CRI's competitors. The denial of access to my own raw DNA data was not fully disclosed to me and I would have never subscribed to CRI if it had been disclosed. The company's sole basis for withholding each customer's own raw DNA data from each customer is confidentiality, which makes no sense whatsoever as confidentiality concerns may NOT lawfully bar an individual access to his or her own medical records and DNA data. The company's advertising and promotion of its services is fundamentally false and misleading to the extent that it fails to make this policy manifest.

    Business Response

    Date: 11/06/2023

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

    Customer Answer

    Date: 11/10/2023

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:09/17/2023

    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 ordered from CRI Genetics, entered my shipping and credit card information, and when I hit submit, the order was successful. Then another screen popped up and said the payment wasn't accepted and I needed to re-order.I checked my credit card and it was indeed charged for the full order amount. CRI Genetics reached out to me to ask me to complete the order. I shared with them that I did complete the order and my credit card was charged.CRI Genetics then said they had no record of me, including my e-mail (which doesn't make sense because they reached out to me via e-mail) and that there was no order. They said I needed to pay for the order. I called my credit card company and they confirmed that the charge did go through and that the company was CRI Genetics.CRI Genetics then responded that it was another company that must have billed me. I showed them a copy of the charge. Then they said it didn't go through because my card wasn't present for the transaction (which is true; I have an alert set up with **************** to notify me each time my credit card number is used when it isn't physically swiped). CRI Genetics is still refusing to honor the order and says I don't exist in their system. This company is a SCAM.All the screenshots are attached.

    Business Response

    Date: 09/18/2023

    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 in which everyone is smiling when they get off the phone.  

    Regards, 


    Customer Loyalty

CRI Genetics, LLC is NOT a BBB Accredited Business.

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