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:03/01/2023

  Type:Product 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.

  The lab advised they would be able to set up a lab draw at a local facility and when I arrived at the schedule appointment time that Choice set up the facility advised that Choice did not send anything. This facility also advised that despite Choice contracting with them that they have no way of contacting Choice to resolve the issue and I need to contact them myself. I call Choice and speak to a customer service representative who immediately was rude and cut me off several times when trying to explain and then finally advised that the materials were still in transit. I asked how to reschedule in a way that Choice ensures the materials are ready, the rep starts literally shouting at me on the phone advising that Choice has no responsibility or capability to ensure that the materials needed to to the correct lab work are available at the time that CHOICE set up. This customer service representative then tells me "call back in two hours and speak to a manager" and hangs up on me. Then this customer service representative goes further and calls the person that paid for the test and tells them that I said I wanted to speak to manager, which I did not. Some lab manager calls me an hour later and advises that she called the the local facility and they have the tubes on site but at that point I had left given her customer service representative had hung up on me after shouting at me to call back in two hours. I advised her at this point I do not want to use Choice at all after the experience and that I want a refund which she agreed to. Choice has yet to refund and has not responded to emails I have sent regarding their inexcusable customer service. My partner called and ********************** is stating they are denying the refund. Choice DNA is charging for a service they did not provide.

  

  Business Response

  Date: 03/01/2023

  Good day ***************************************,

  
  

  We apologize for any confusion regarding your refund request. We have reviewed your complaint and our records, 

  and we regret to inform you that we cannot provide you with a refund at this time.

  
  

  We understand that there was a miscommunication between our company and the local facility regarding the supplies needed for the lab work. After speaking with the facility we were notified that they did indeed have supplies for your appointment. We are actively working to improve our communication procedures to prevent this from happening in the future. However, our policy states that no refunds shall be issued once DNA testing 

  supplies have been shipped.

  
  

  We understand your frustration and would like to make things right. We would like to offer you a credit towards a future service with our company, or a discount on a future purchase. We value your business and hope to have the opportunity to serve you better in the future.

  
  

  Please let us know if this is an acceptable solution, or if there is anything else we can do to resolve this issue.

  
  

  Sincerely,

  Choice DNA Laboratory LLC

• Initial Complaint

  Date:12/13/2022

  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 paid for a grandparent dna test on 11/4/22. The test was inconclusive and I was told after the inconclusive test that I needed to submit my dna as well. I submitted my dna on 11/15. I didnt get the final results until 12/1 after several calls. The test was still inconclusive with a 7 to 1 ratio. I dont know what that ratio means. I called back and spoke to one person that said 7 to 1 means they are related but didnt know why it said inconclusive as well. I was transferred to someone else that still didnt explain the results just suggested adding more people to the test. I believe that I was scammed out of my money. The results shouldve been in a percentage that someone can understand or someone shouldve been able to fully explain the results to me.

  

  Business Response

  Date: 12/13/2022

  Good day, our company prides ourselves on integrity and we apologize you did not have an amazing DNA experience with our company. However, we do not take your concerns lightly and I emailed the lab's PHD that signed your results to provide you with an explanation. The explanation is as follows:

  An inconclusive result means that the data is not sufficient to support or refute the alleged biological relationship.  Statistically, these tests produce what is called likelihood ratios- the likelihood of observing the data if the alleged relationship exists, here the likelihood of observing the data if the tested alleged grandmother is a biological grandparent of the child, versus the likelihood observing the data if the alleged grandparent is unrelated to the child.  

  The threshold required as evidence in support of this relationship is 10 to 1.  In this case, as in every case, the likelihood ratio is based on the actual DNA profiles of the tested individuals.  Although including the known parent in the analysis often results in conclusive DNA profile results, in this instance, the likelihood ratio obtained was less than the threshold of 10, despite our testing an extended set of DNA markers at no cost in an attempt to obtain conclusive results.  As mentioned in the report, inclusion of additional family members, especially the alleged paternal grandfather, at this point may lead to a more definitive conclusion.

  Finally, we appreciate that you brought  this situation to our attention and hope this can bring some closure in your mind. Thank you in advance for taking your time to review this response from our company. If you have any further questions please feel free to call me at ************ and ask for *****************