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:05/31/2024

  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.

  Embark Vet regularly updates their testing funded by the people who purchase their test kits. They have updated their testing protocol 2 times so far this year and refuse to update existing test subjects with new data. The initial breeders kit is $99 there after each kit is $159. I have tested more than ********************************************************************************* to pay $99 to retest each dog claiming that is the best they can do. It is hostage marketing. They are taking your money and not providing thorough results. Dogs who received their tests even 1 day before they offered the Copper Toxicosis update will not be updated and after investing so much money to help further their testing they think a repeat test when most of the basic information is already there is an acceptable of a cost of $99 per dog is the best they can offer. They are stealing people's money through us providing their data base.

  Customer Answer

  Date: 06/11/2024

  I have not heard from the business in response to my complaint. I requested a supervisor contact me. I was told that they wouldn't give any different response.  I then requested the email of **************** who is the *** of the company.  *********** is using hostage marketing to extract additional money from it's existing client database by updating their testing protocol to include potentially deadly diseases and requiring an additional $99 dollars after paying $159 for the initial test.  They would only be providing an additional 2% information.  It is unrealistic for current clients who have tested more than 30 animals to be required to pay this much when 98% ofvthe test data is in their database and will not change. I have tested 13 animals since January.  5 were tested in May. On May 30th, June 4, June 7. These results were within 6 days and 3 of the dogs do not have all the testing information as the newest 2. No supervision contacts you back. They do not provide information to contact anyone higher then customer service.  Their is no way to locate information on the internet.  

  Business Response

  Date: 06/13/2024

  Thank you for reaching out and sharing your feedback. I'm sorry to hear about your disappointment. Regretfully, we are not currently able to automatically add new results to previously tested dogs. We are looking into this though as a possible future enhancement that we can offer our customers. As you noted, we do offer the option to retest your dogs in order to receive the latest conditions and traits for a discounted price of $99 per kit. This is to cover the processing fees for your sample(s). Regarding the current new health conditions, I see that you have reach out to the Customer Experience team and a specialist is working with you directly on a resolution. Thank you.

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:05/22/2024

  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 an age test from embark to see how old my rescue dog was; there was an 18 month window her birthday could fall in, and I was okay with that. However, upon receiving her results, I knew they were false. The 18 month window overlaps with some of the time my dog was in the shelter, so she was alive and accounted for when embark claimed she was born. When I reached out to embark, they sent a link to a page about being disappointed with results. According to embark, my dog is younger than she is, which is no reason to be disappointed. They did not respond when i inquired further about a possible mistake. I wrote a review for their website, but it was never posted despite other reviews written more recently being posted. I opened another ticket with embark asking for a refund, since they clearly werent going to help any further, and were not willing to listen to the fact that theres paper record of my dog at that time. They declined stating their test is scientifically accurate. I understand these tests arent 100%, and Im okay with that, but this is 100% wrong, and they wont do anything to fix it. I even confirmed with her shelter that she did not come in as a puppy, so the results are WAY off.

  Business Response

  Date: 05/28/2024

  I'm sorry to hear that you remain disappointed with your experience with Embark and your dog's age test results. The results provided with the Age Test are an estimate of your dogs age and birthday. It cannot (yet) pinpoint the exact birth date because methylation technology has not yet come far enough to predict age with that level of specificity. The results you received for your dog is a range of dates that are likely to contain your dogs birthday, also referred to as a prediction interval. The estimated birthday in your dogs results is the midpoint of that age range. However, it is possible that your dogs birthday is on a different day but is still within this prediction interval as 90% of dogs have a true birthday within that range.

  With the Age Test, 90% of dogs have a true birthday within 18 months of their estimated birthday. In other words, there's a 90% chance that *****'s birthday is within 18 months of the date we provided. 

  I hope that this explanation provided further clarification on how our Age Test works and what information is included with your dog's results.

  Thank you.

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  
  This is the exact message embark sent me when I first inquired about incorrect results. As you can tell per the reply, embark still has not acknowledged that there is a 0% chance my dog falls outside of the 18 month window despite attaching her medical documents to everything. They continue to deny factual evidence 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 06/13/2024

  I'm sorry to hear that you remain disappointed. As it's been previously stated, we stand behind our results and, per our policy, will not issue a refund.

   

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  The results embark stands behind are factually false. They can be proved 100% false. According to embark, my dog was either spayed under 4 months old or born spayed; both of these options are impossible. Ive attached the record of her spay surgery occurring in October 2017
  Regards,

  ********

   

   

• Initial Complaint

  Date:03/05/2024

  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.

  Jan 2024 the kit was sent in. Result on Feb 16th The test was the premium version of Embark and key was to find the breed of my dog. They sent the results as 100% European Village dog. I sent in the picture of my dog as she is a Bichon Maltese. Their results were 100% village dog with traces of other dogs, NONE of them Bichon Maltese.Email sent multiple times and they close it as solved without responding. They seem to have to answer and just avoiding.They should reply and give a scientific answer and if they cant then they should refund the money

  Business Response

  Date: 04/02/2024

  Hello

  I'm sorry to hear that you are disappointed with your dog's results. As our Results Specialist explained, sometimes looks can be deceiving and while your dog can look like a specific breed (or breeds), their genetic make up tells a different story. Our team reviewed your dog's results and found to be consistent with the **************** Village Dogs in our reference panel. 

  If you have any additional questions or would like more information about how our testing works, please feel free to reach out to our team directly.

  Thank you.

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 new Rmbark DNA testing kit. They sent one that is expired. The company knowingly sends bad kits and states that they are, in fact, less functional and degraded. They expect customers to take the garbage they send instead of the degraded kits that were paid for. They refuse replacements or refunds until pressed multiple times. They replace with equally expired kits, refusing to honor h the e contract we made or issue replacements or refunds. They are defrauding customers in a large scale and have written a response in their website FAQ which states that they expect customer to try the kits on the off chance they might work. They are knowingly stealing from customers.

  Customer Answer

  Date: 03/05/2024

  I have not heard from the business regarding their policy of scamming customers. 

• Initial Complaint

  Date:01/24/2024

  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.

  Hello,I purchased an Embark dog test on 12/26/23. I am writing to express my concerns regarding the accuracy of the test results I received. The results I received have raised some significant doubts. Specifically, her age. I adopted **** on September 16th, 2017. At this time, several vets had confirmed she had puppies within the last month. I am not an expert, but what I have seen online is that in some rare cases, dogs can be impregnated at 6 months, but most of the times, with Staffys, It will be at least 1 year old. The gestational period is about 2 months. This means she was at MINIMUM 8 months old when I got her if she is an outlier... but likely, she was 1 year 2 months when I got her, probably older.. I ordered the kit to see if maybe she was 8, 9, or 10? But, unfortunately, the number you gave is impossible, as it would have her giving birth to pups at age 5 months, meaning she would be impregnated at 3 months... unless she's a medical mystery, I am unsure if you should be selling this product to be this inaccurate. Basically - mathematically, the test is not accurate. It cannot be true - and your response of "oh it's +/- 18 months" was NOT advertised and is misleading. I am more upset as I believe you pull a random number and it's a scam not scientifically verified.

  Business Response

  Date: 01/30/2024

  I'm sorry to hear about your disappointment. The product page for the Age Test states that the test will return a result within 18 months of the dog's estimated birthday 90% of the time. This information is not hidden and is accessible on the product page on the website as well as within the results themselves.

• Initial Complaint

  Date:01/16/2024

  Type:Sales and Advertising 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.

  Business changed the location that tests are delivered to without telling anybody or changing the address on their products envelopes. Business is also not forwarding these to the new location. They have not told consumers about this and are just leaving thousands of tests undelivered and unused in their old location. This basically means they're stealing from people and not trying to correct the problem.

  Business Response

  Date: 01/17/2024

  Thank you for reaching out and I apologize for the frustrating experience. While we recently did stop automatically forwarding samples sent to our ****** address to our lab, those that are delivered to our ****** headquarters are still collected and will be forwarded if the swab is received in good condition. I apologize that that was not communicated to you. 

  Customer Answer

  Date: 01/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/12/2024

  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.

  On 12/7/23 I purchased an Embark *** test kit to give my husband as a Christmas present for his dog, *******. Upon opening the kit on Christmas day we discovered that the swab needed to take the *** sample from ******* was expired as of 10/30/23. I emailed Embark and complained and requested a valid test kit. We received a replacement kit and were satisfied. We were told that the processing of ********* sample would be expedited. We returned ********* sample and it is currently being processed.My husband then decided to get a test kit from Embark to give me as a birthday gift for my dog, Sammi. My birthday is January 12th and the kit arrived today, on my birthday. How frustrating to open the kit and again find that the expiration date for the swab is past due. The expiration date on this swab tube is noted to be 11/5/23. I emailed Embark to complain and request a replacement test kit. ******* who responded advised us that she will not send a replacement kit. I have attached my emails to Embark for your reference, as well as a photo of the Embark kit box. The box clearly states "Use By Date on Swab". The date on the swab in the test kit my husband ordered for me/Sammi(dog) is 11/5/23, clearly expired. Embark advertised their test kits were on sale for the holidays and afterwards. Were they really Black Friday deals or a way for Embark to get rid of old test kids? Either way, we are so frustrated with what we feel are unfair business practices by Embark. We paid $139 for two separate test kits we ordered for our two rescue dogs, ******* and *****. We believe we should have received test kits with swabs that are valid and not expired. How many other customers have had this same experience? Is this a valid business practice? We would like a replacement test kit for Sammi with a current swab expiration date or a return of $139.

  Business Response

  Date: 01/17/2024

  Hello and thank you for reaching out! I reviewed your interactions with our Customer Support team and see that you were sent a replacement kit. We apologize for the inconvenience and appreciate your patience. Thank you!

  Customer Answer

  Date: 01/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Yes, Embark sent me a replacement DNA kit which I have yet to receive. This was after I complained to the BBB and after initially being denied a new and current kit. Furthermore, I was told by Embark's customer service rep that she could not guarantee that the replacement kit Embark would send me would have a swab that wasn't expired. So is Embark sending customers kits that have expired swabs and won't test accurately for $139? My experience is telling me that that is exactly what they are doing. That is so wrong. Their swab packaging clearly states "Use by Date on Swab". Embark should be required to send ALL customers swabs that are not expired!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 01/29/2024

  I'm sorry to hear that you are not pleased with the support you've received. If you no longer wish to proceed with testing your dog, please reach out to our team. We can issue a refund.

   

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is the problem. I do want my dog's DNA tested and I want to be assured of the credibility of the results given that the test swabs Embark sent me were expired. Are you sending all of the customers who purchased your kits expired materials? Do you think that is a good business practice? Did you make your customers aware of the fact that they were purchasing old kits with expired swabs? We have received the results of one of Embark's tests for our dog, *******. You sent us a current replacement test kit with a swab that was not expired for ******* as we requested. We also requested a replacement kit for the another kit we got from Embark to use on Sammi, our second dog. The replacement kit we received AGAIN had an expired swab which we used because we had nothing else, no alternative. We are awaiting Sammi's results which have been delayed because of your business practices. We want those results! But I think Embark should be asked to apologize to all customers you sent expired kits to and cease this business tactic!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Dog DNA kit from Embark. I ordered this in November 2023. When the kit arrived it had an expiration date of 10/2023.No extremely expired, but it WAS expired. If I'm paying a company money, expect to receive items that are not expired. And, I was already upset when I placed the order, because on the website when I inserted my coupon codes it gave me a price of $77, but whenever I would go to check out, it kept automatically changing the price to $127. I was corresponding with somebody at embark via email, and they would not ***** my coupons to give me the kit for $77 so I was already rather frustrated with Embark prior to receiving an expired kit.I then contacted Embark again and they they stated, "Our manufacturer is required to include this expiration date upon production due to the components of the swab. Over time, after the date specified on the tube, the fluid begins to lose its potency. Similar to the items in the grocery stores that include a "sell by" date, it doesnt necessarily mean that the food spoils immediately after the date, but instead the freshness can slowly wear off. We urge you to still use the kit to collect and submit your sample. If your swab is in fact expired, our lab would catch this during quality control, as the sample would fail. In these cases, we would issue a free replacement swab for a new sample"I work in a medical lab and there's a reason that EXPIRATION DATES are on items. There's a difference between 'use by' and 'expired'. Embark DID send me a new test, which I received today. And it was even FURTHER expired, on 10/3/23. This is unacceptable!I have never seen a company send something that was printed with an expiration date, clearly showing it's expired and just expect people to be okay with it! I am not looking to get my money back, I simply want a non expired kit to insure I am receiving a good product that cost a lot of money, to me.. And now I won't have results for my Christmas gift I was giving.

• Initial Complaint

  Date:11/30/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 have heard about Embarks dog dna services as a new dog owner and a new customer to this brand, I decided I would check them out. I added their product, Embark dog DNA test kits Mixed breed / Breed + Health Test, to the shopping cart. The website had a discount code that was added to the item in the cart and I had a discount code that I added as well to the cart. The cart was updated displaying the new price. The item in the cart went from $199.00 including free shipping to $89.00 including free shipping. I got ready to make the purchase by filling in my billing information. Yet, when I clicked on the purchase button I was given an error stating, Your payment couldnt be processed because your order total has changed. I reached out to the help representative and was told that one discount code could be accepted. This isnt a legitimate reason, if in this case the website accepted the listed discount codes and displayed the new price of which I agreed to pay. Embark could fall under violation of the ************************ Act (FTC) section 5. The help desk was not able to assist with adjusting or honoring the price, so I havent made the purchase. The proper resolution Im seeking for this issue would be for the original price to be honored.

  Customer Answer

  Date: 12/11/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:06/13/2023

  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.

  I purchased the Embark dog healthDNA test. When you buy an expensive dog breeders only give you a short time to vet/check dog before they will allow return if dog has health issues. I sent the test off and ************* acknowledged signed receipt. Results are promised in 2-3 weeks of receipt. We are now going into week 2 and their website showed it received but sitting there, no work. I contacted them twice. See attd. They told me dont worry we will start within the week. 4 days later it shows they dont even have it. Now their email says its lost and I should start over. What recklessness. Now even if I use a reputable testing company I wont have results in time to return the $4k dog!!!!They owe me $159 if not potentially $4k!!!They said they told me to reorder the test but they did not. They told me to be patient and wait. They will only converse by email and that is apparently flawed. They refuse to answer their phone if you call and say we dont take calls.

  Business Response

  Date: 06/21/2023

  Hi ****

  I apologize for the disappointing experience so far. I reviewed your communication with our Customer Support team as well as investigated what happened with your sample. Unfortunately, it appears that there was a delay at our lab with scanning in your sample (which confirms receipt). When you initially reached out to Customer Support, they wanted to give the lab a little time to complete this step since it can typically take a couple of business days to scan any samples that have been delivered via **** or other carriers. When it wasn't completed by June 13th, I see that you reached out (as was discussed and agreed upon) and the swab was then marked as "lost" in our system. After doing so, you were also prompted to order a replacement swab. Concurrently with this all happening, our lab did eventually scan your dog's swab as received and processing began. I can see that the processing almost completed, so you should receive your results soon. Again, my apologies for the initial delay in getting your swab scanned at our lab. If you have any further questions, please feel free to reach out to our Customer Support team directly.

  Thank you.

  Customer Answer

  Date: 06/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See below.  Again!  I was told if the swab was not scanned by 13th to contact them for another kit.  You dont do this unless it is lost.  They kept telling me to wait, then set the 13th as a lost/new swab contact.  Their website on that day also showed they never received it so I purchased a kit from a reputable company who answers their phones and doesnt loose samples.

  You cant jerk people around about if they have the sample, where it is, confusing posting on your website the sample is there, then it isnt, then told to start all over again on 13th of June.  Buying a $4k dog, breeders dont sit around and wait for this.  They set a contract deadline for determining illness for returning dog.  I couldnt wait for company to decide if they had my sample or not or would answer their **** phone!

   

  [Myles (embarkvet) 
  Jun 13, 2023, 1:43 PM EDT 
  Hi ****,
   
  Thanks for reaching out. I understand how you feel and apologize for any inconvenience this might have caused you. 
   
  Upon checking your MyEmbark Vet account, it appears that we have not scanned ******* sample in our lab yet, and you were advised to reach back to us by June 13th if you have not been notified that ******* sample has been scanned. 
   
  We're happy to issue a free replacement swab for your dog. Rest assured that If the original swab is scanned in the interim, we will continue to process it at the lab, and you can hold onto the replacement swab for backup purposes. 
   
  At your earliest convenience, please log in to your Embark account and confirm your shipping address here: ***********************************************.
   
  Once that's done, we'll ship your new swab to you within 1-2 business days. Once you receive it, follow these steps:
  Activate this new swab on your dog's profile using the 14-digit swab code on the physical tube of the new swab. Please click "Activate a Kit". Next, click on "Don't have an Activation Code". Lastly, please enter the 14-digit swab code.
  Swab your dog
  Return the swab back to us in the provided envelope (postage is included for US customers). 
  Again, I'd like to extend my apologies if you are experiencing any dissatisfaction. I appreciate your bringing this to our attention and allowing us to address it.
   
  If you have additional questions or concerns, please do not hesitate to contact me.
  Best,
  *****
  Customer Support
  ******************** Vet
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 07/13/2023

  Hi ****

  Again, my apologies for the delay you experienced initially when returning your dog's swab to us. I see that since this last message, the results have been made available to you.

  Thank you.