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:10/07/2022

  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 ordered a DNA test from CRI Genetics primarily for the health function of it, as my lines of my family have already been traced back several generations and we are pretty certain what our nationalities are, when I got the results I was baffled. It seemed that a lot of the health/personal information didn't seem to align with what I am already aware of about myself, but then the nationality stuff was wildly inaccurate. WILDLY. After thinking it through, I decided to order Ancestry to see if what CRI was saying lined up... needless to say, Ancestry completely aligned with what I know of my family ancestry, and CRI either switched my DNA with someone else's, or they just sent anything. Reading other people's issues the same as mine, its pretty interesting to see that this company is a complete joke. I sure wish I would have seen this before I spent the money with CRI.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/10) */
  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:10/06/2022

  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.

  This business is a scam. The results are VERY different from other DNA testing I've done. I don't know how they are still in operation. They need to be shut down. They claimed, in an email, that they tried to call me to resolve my complaint, but there was no missed call or voicemail. They lied. I want my money back.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/10/07) */
  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
  
  
  Consumer Response /* (2000, 7, 2022/10/07) */
  Please retract this complaint. The matter has been resolved.
  ***************

• Initial Complaint

  Date:10/06/2022

  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.

  Ordered a CRI Genetics test for ancestry research. The response was less than correct. I started a chat with ************** and she ended up giving me a history/geography lesson. I am 69 years old and the countries for which they reported my DNA origins were profiling as far as I am concerned. I have ship manifest proof that where they showed my DNA origins were not shown on my report AT ALL. I requested a refund. As stated, I received a geography lesson; therefore, I assume they do not wish to refund me. I am requesting a refund for erroneous reporting. I asked for a refund multiple times during the chat. Also, I attempted their email option which said there was something wrong with their server. I just wish to be refunded. Thank You
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/07) */
  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
  
  
  Consumer Response /* (3000, 11, 2022/10/10) */
  **********
  I'm attaching this copy of a refund from CRI Genetics;however, I have not received it yet. I was a bit stunned by the last comment stating my complaint indicated racial comments. Those words came from CRI Genetics, not me. I was merely reporting to your company what they wrote in my DNA report. It shocked Me! Thank you for your response but those were not words I wrote. Hopefully I will receive the refund quickly. Thank you.
  
  
  Business Response /* (4000, 13, 2022/10/11) */
  Hi *******,
  
  Good day!
  
  Please be advised that the refund has been submitted for processing on October 8, 2022. Please allow 3-5 business days for the money to be refunded back to your account. Please don't hesitate to reach out if the money does not reflect back to your account within the said timeframe.
  
  Regards,
  
  Customer Loyalty
  
  
  Consumer Response /* (2000, 15, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have sent a responses to refund my payment .

• Initial Complaint

  Date:09/21/2022

  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.

  Results were completely inaccurate!! Compared to different genetic testing it's as if it wasn't even my sample used at all. It must be a total scam because I can't even call them errors, they were just bizarre and not at all relevant to me. I want a full refund!
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/22) */
  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
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like a refund, not a promise for a phone call that leaves me smiling. Please confirm.
  
  
  Business Response /* (4000, 9, 2022/09/23) */
  Hi *****,
  
  
  Good day!
  
  
  Thank you for your patience and understanding.
  
  
  We already initiated the refund for you today 9/23/2022.
  
  Please allow up to 72 hours for the refund to arrive in your account. If after 72 hours you do not see your funds in your account please reach out to our customer service department.
  
  We value your business and appreciate your patience. It is my utmost goal to resolve all your concerns.
  
  
  Best,
  
  Customer Loyalty

• Initial Complaint

  Date:09/06/2022

  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 genetic testing kit from CRI Genetics on July 22 2022 and paid for expedited services fir a total of 250. I received my kit a week later and did the test and sent it back the next day. I received my results on August 7 2022. When I started reading through my heritage I knew it was fabricated. My report says I'm 22.7% Eastern Slavic, 17.9% Scandinavian, 14.1% Italian, 10.2% Irish, 8.1% French, 7.8% German, 2.2% Dutch. It also goes on to tell me I'm 1% Chinese Dai, 9.8% Iberian, 1.6% Gujarati Indian. This is not accurate as my grandfather and great grandfather and great great grandfather were from Greece. Thank I paid extra to find out who I am related to that is famous and they tell me that somewhere down the line I'm related to princess ***** and the health portion was a joke. I emailed them and received a call from a ******. I called her back to find out that she was gone for the day and was told she would call me back. I'm still waiting for that call. I am usually a little smarter about purchasing something like thus and I should have done my homework and researched this company. All I want is my money back at this point.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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:09/02/2022

  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 $100 for the DNA test from CRI GENETICS. After I received my results, I read over and over them and calculated that 80% of them were completely wrong and the rest were under the heading "LIKELY" meaning maybe right, maybe wrong. I was so disappointed in this company. I should have used another company friends had recommended. I learned absolutely nothing and wasted $100. I highly recommend people DO NOT use this company.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/05) */
  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
  
  
  Consumer Response /* (2000, 7, 2022/09/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This company has everything worded to protect themselves from any complaints. I am not satisfied with their response but know that they will not do anything to fix the problem.

• Initial Complaint

  Date:08/19/2022

  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 ordered a DNI testing kit from CRI Genetics. I registered my kit on July 30 and received the results on August 17. My sister and other family members have traced our relatives back several hundred years, so I know that my father's family lived in Belgium before moving to the U.S. in the late 1800s. My mother's family is primarily German, with some Polish, and came to the U.S. around the same time. My results are wildly divergent: 43% German, 19.6% Scandinavian, 11.9% Italian, 11.3% English, 9.2% Hungarian and 2.5% Spanish. CRI claims with 99% accuracy that I have relatives from the British Isles, Chinese Dai, Iberian and Toscani Italian living from around 1850-1900. The "famous" person who shares my DNA is**************, an ***********. This is totally fabricated and a waste of money. After reading the experiences of others, I am not surprised. I even paid extra to get my report back sooner because I was told it would take months otherwise, and received these bogus results in little more than a week. I want my money refunded.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/22) */
  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 ***** 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. :) Have a great day.
  
  Warm Regards,
  
  CRI Genetics Customer Advocate
  
  
  Consumer Response /* (2000, 7, 2022/08/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  CRI Genetics responded very quickly to my concerns and I am satisfied with the outcome.

• Initial Complaint

  Date:08/05/2022

  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.

  September 25th of 2021 I purchased a kit from CRI. I returned the sample early October. I paid extra to expedite my results(3-6 weeks) An email came in telling me it would 6-8 which is standard timing. I emailed back to inquire and they confirmed I was correct and shortly after my report was available. I could help but think to myself they just threw something together so they could keep within that time frame. The results were insanely false- I thought okay don't worry you might have been misinformed by family. Completely forgot about it as I had to block the non stop emails they sent (drove me crazy). Anyway I did ancestry and the results were pretty darn close to what I had been told, so way off from CRI. I was super confused as to who was correct, but life happened and I didn't pursue it anymore. Last week I got my results from 23 and me and they were almost IDENTICAL to ancestry so AGAIN CRI WAS wayy off. I did some research on results from CRI and it seems they give everyon roughly the same results. I KNOW 100% I'm Native American as my mom grew up on a reservation. When she was a teen she met my********************************************************. ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ I sent an email to tell them about the issue about a month ago and no response- I'm hard of hearing and cannot call. Also, don't get me started on the "health and wellness" that is a joke- it's only POSSIBLE traits but it sure tried to push on me "blue eyes" my are very brown. Only a couple of there guess were correct.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Hello ******,
  
  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 stand by the services we provide, we look forward to a productive conversation with you to ensure you get the level of satisfaction you deserve. Have a great day!
  
  Sincerely,
  
  Customer Advocate