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Business Profile

DNA Testing

Dante Labs Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in DNA Testing.

Complaints

Customer Complaints Summary

  • 77 total complaints in the last 3 years.
  • 40 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:01/30/2025

    Type:Product Issues
    Status:
    Unanswered
    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 DNA testing product from them on 1-2-2025, no kit. I contacted them for a full refund since the kit has not been mailed yet, would like a full refund of my money.

  • Initial Complaint

    Date:01/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    06/19/2024 Order # ******** Price $ ****** Dante Genome Test (Premium + All Reports Bundle)I have contacted the company several time and no one has been able to track down my blood sample. Because of this, I have no reports or any information about my purchase. Logging into the web site, there is no response to having my reports. I have asked for a new collect kit as well and I have never gotten a response.

    Customer Answer

    Date: 02/01/2025

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:12/15/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 the *** analysis though Dante in 11/2023 and sent in my sample in 12/2023. Dante notified me that they received the test in 01/2024. Since then I have received no further updates. When I attempted to contact the company they only said they can't estimate how long samples will take to process. It has now been over a year and the sample is still awaiting QC receiving inspection.

  • Initial Complaint

    Date:12/07/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 had originally ordered and completed a full genome kit in 2022. I had no issue with the testing kit or getting the reports in 2022. However, I ordered the carrier report last week on 11/25/24, and have not received the report.I have been trying to get help getting this report that I ordered 12 days ago. When I ordered it the website said it would take less than 24 hours to get results on my dashboard, the confirmation email said up to 48 hours, and the *** said up to 5 days. I've emailed support many times, and sent many support requests through the contact form on the website as well. I have also emailed the business email listed on their corporate site. I have not received any responses to my support inquiries. Not even a confirmation that the contact for worked. There is no way to actually get a hold of this company for assistance or refunds since they don't send the reports we pay for. This company is taking advantage of people trying to learn more about their health and genetic identity.

  • Initial Complaint

    Date:11/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Unfulfilled ************************** and Misleading Advertising Dear Better Business Bureau,I am writing to express my extreme disappointment and frustration with Dante Labs. I ordered three genome sequencing kits with total value 597 euro in August 2022 and encountered significant issues from the beginning.The initial three kits arrived with expired blood collection devices, making it nearly impossible to collect usable samples. Despite requesting a replacement for the second kit, I have yet to receive the necessary DNA collection box.Furthermore, the third kit was received by Dante Labs on March 27, 2023. The company advertises a 6-week turnaround time for processing and delivering results. However, as of today, October 24, 2023, I have still not received my results.Repeated attempts to contact Dante Labs' customer service have been met with silence and inaction. Despite numerous emails and inquiries, I have received no updates or explanations regarding the status of my order.This prolonged delay, coupled with the initial product defects and the company's apparent disregard for customer service, constitutes a severe breach of contract and misleading advertising.I urge the Better Business Bureau to investigate this matter and take appropriate action to hold Dante Labs accountable for their failure to deliver promised services and their misleading advertising practices.Thank you for your time and attention to this urgent matter.Sincerely, ****** ********

    Customer Answer

    Date: 12/20/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:10/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 kit from dante labs. I connected my blood and mailed it back. It's been more than three months. There are no results. I've contacted the company and asked for results or a refund. I've gotten no response.

  • Initial Complaint

    Date:10/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 company is the worst to deal with! I spent over $600 on two DNA kits plus more on medical reports over three months ago! Every time I log on it has not changed the status of my order and every email is now ignored. They were responding with ** responses about how busy they ****** is ridiculous, such a waste of time and money. My husband has cancer and we need this genetic information to help dictate his care. I'm infuriated that I wasted time on this shoddy company. I'm guessing it is just a shell for a company that wants your DNA for nepherious reasons. not to help customers like they pretend! Don't waste your money!

    Customer Answer

    Date: 10/30/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:09/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    1/14/24 I purchased the All Panels package for $199 on my card, last four digits ****. I did not receive the test, so I emailed DanteLabs customer service. ****************** responded and explained that the package I purchased could only be completed after I bought the Whole Genome Sequencing Test. I was frustrated that this was not apparent upon ordering, but I purchased the correct test. 1/24/24 I purchased the Whole Genome Sequencing Test for $499 on my card-four digits ***** They didnt give me a refund for the $199 but assured me that I would get the results for both tests. At this point I spent a total of $698. 2/8/24 I contacted DanteLabs customer service because I did not receive a test. 2/26/24 I reached out again because nothing had been received. DanteLabs responded that there was a delay due to shipping logistics. They assured me that they would be sending it soon. 3/16/24 I received a notice from DanteLabs that my order was shipped. 5 days later the test arrived without a return label. At this point I was very frustrated. I reached out to DanteLabs twice and waited. 4/9/24 I asked for a full refund. At this point, it has taken months to receive the test and send it back. 4/11/24 They ignored my request for a full refund and emailed the return label, thanking me for my patience. I sent in my sample.4/29/24 My kit status was updated, and they confirmed that it was received. Their website shows that it could **** *-8 weeks. 6/18/24 I asked for the status. DanteLabs responded that due to a high volume of samples it can be extended and told me not to worry. They said they would raise the matter with the lab team. 7/4/24 I reached out, no update-no test results. No response. 7/12/24 I reached out due to no update and no test results. No response. 7/20/24 I reached out due to no update and no test results. No response. I reached 2 more times and nothing, no response as of 9/2/24

    Customer Answer

    Date: 10/02/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.  They are making no attempt to reach out to me. 

    Sincerely,

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

  • Initial Complaint

    Date:08/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 this genetic kit and returned it in a short time-frame. It showed that the lab received it in January but there has been no update since then. I've reached out to them to get further details and they say it will be processed but the status hasn't changed in 6 months. Now when I reach out to them, they do not even respond. At this point, it seems like they lost it or will not get to it in the time promised, so I would just want a refund to have this done elsewhere.

    Customer Answer

    Date: 09/20/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:08/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 genome kit at Dante Labs, to get my DNA sampled. The transaction took place on the 21st of November 2023 22:08, for 299 euro. Their site states 8 weeks processing time. I still did not get my results. I have kept contact with them,asked for updates, but they kept delaying. On the 2nd of May 2024 they claimed my sample did not pass quality control. They promised my sample would be ready 3 weeks after receiving my second sample, a promise they again did not keep. I requested a refund. They did not respond to my last 2 emails. I'm sure you are getting more complaints about this company. However please let me know if you need additional information.

    Customer Answer

    Date: 09/18/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

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

Dante Labs Inc. is NOT a BBB Accredited Business.

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