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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

  • 88 total complaints in the last 3 years.
  • 9 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/16/2026

    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 CF gene screening kit from Dante Labs on May 1st 2026. The company took payment but hasnt sent the kit out and makes no effort to answer or acknowledge my emails inquiring about my kit and when I will receive it

    Customer Answer

    Date: 06/10/2026

    Better Business Bureau:

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

    Sincerely,

    REMOVED

  • Initial Complaint

    Date:03/08/2026

    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.
    Alas I like many others were seduced by their black friday sales offering a discount on their genomic testing. And like many others I neglected to look at their reviews on BBB beforehand. My testing kit arrived quickly and I sent it off, to be lost in the abyss forever. I have sent numerous emails to their customer service without a single response.

  • Initial Complaint

    Date:01/10/2026

    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.
    Dantelabs genome ordered and sent back, but never got results > 6 months.

    Customer Answer

    Date: 02/03/2026

    Better Business Bureau:

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

    Sincerely,

    REMOVED

  • Initial Complaint

    Date:12/04/2025

    Type:Product 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.
    In November of 2023 my doctor recommended I get a genetic test because I have a long health history. I found a deal with Dante Labs that allowed me to pay half price, and they advertised a quick turn around (6-8 weeks for results). I received a kit, collected my blood sample, and sent it back to them. On my log in page (called the REMOVEDManager) I could see that they had received it. However, 6-8 weeks turned into almost 2 years! I messaged them many times on their contact page, and even used their legal email address, to try and figure out when I would get my results. Even my doctor reached out several times. I had given up hope when one day in September 2025 it said my results were in. Great! I looked at the report, which can only be accessed by logging in to your REMOVEDManager, and was able to access it easily. I regret not downloading it, because now every time I log in it says, "Sample processed-We're performing some final analyses to make sure you can browse your REMOVEDon this site - this may take 30 mins." It's been a day and a half now and the same statement is still there, even though I've refreshed and logged out and back in many times. I contacted Dante Labs via their "contact us page," tried chatting with their "REMOVEDchat" and emailed their legal email again, but no response. Unfortunately Dante Labs has NO CUSTOMER SERVICE NUMBER, so there is no way to reach them otherwise. Under the terms of service and privacy policy, it clearly states that I own my genetic reports, yet, I can't access them. In addition, they are charging me $9.99/month to be able to access them, yet, I can't access them! I believe they switched over to a new platform, but clearly something is wrong because I can't access my report, the 30 minutes to do the final analysis was over yesterday, and I've heard nothing back from the company, even the REMOVEDchat.

    Customer Answer

    Date: 12/29/2025

    Better Business Bureau:

    At this time, my complaint, ID REMOVEDregarding Dante Labs Inc. has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    REMOVED

  • Initial Complaint

    Date:11/11/2025

    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.
    The complaint wasn't filed within a year because the service "genomic screening" is supposed to take a significant amount of time however they have continued to fail to deliver results. The company will also continue to explain delays until the credit card chargeback window is passed.There are a pretty significant number of complaints from other consumers about this company as they seem to be in the business of continually delaying actually providing the service. I have received no results from the company, any help is greatly appreciated. Thank you.

  • Initial Complaint

    Date:11/08/2025

    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.
    I purchased REMOVEDand full access to the panels and raw data in 2022 and now they are asking me to purchase a subscription to access the panels and raw data which I already paid for when I purchased the REMOVED. The panels and REMOVEDwas $199 each. I shouldn't have to purchase a subscription to access what I already purchased. If they decide to change this it should only apply to new customers not customers who already purchased access.

    Customer Answer

    Date: 12/03/2025

    Better Business Bureau:

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

    Sincerely,

    REMOVED-REMOVED

  • Initial Complaint

    Date:08/13/2025

    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.
    I paid for this company to do a whole genome sequencing of my dna 7/2024. At first it was taking a while but they stated that it goes to a warehouse and until it comes out of the warehouse the site wont update. They did respond a couple times with questions but I waited until about 3/2025 and the site finally updated that it was received. It said approximately 8 weeks from there. However its never been updated since. I have tried to reach out several times with no response. Now they have changed their website and it isnt even letting me log in anymore. Its not recognize me as a client. I tried to log in with previous information and it didnt work. I tried to make a new account and it said there was no DNA linked to me. I asked for a refund but again, no response again. I would like a refund and my dna destroyed or my dna sequenced with access to it immediately.

  • Initial Complaint

    Date:07/14/2025

    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.
    Complaint Description:On June 24, 2025, I paid 199 by credit card to Dante Labs for a complete set of updated DNA reports, based on the full genome sequencing I previously completed with them in 2021.While the original process in 2021 involved long delays, the reports were of high quality. REMOVEDthat the company had improved its operations since then, I placed a new order for updated reports, which, according to their website, included:An email confirming my order and REMOVEDof the reports within 24 hours.Neither of these commitments were honored.I never received a confirmation email, and the reports were never delivered. It has now been more than three weeks, and despite multiple reminders and messages sent through their official support channels, I have received no response REMOVEDthis point, Im questioning whether Dante Labs is still operational. If they are unable or unwilling to deliver what I paid for, I expect a full refund. At the very least, I deserve proper communication and resolution of this issue.

  • Initial Complaint

    Date:06/26/2025

    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.
    I orders a DNA test more than a year ago. It took forever to get ahold of anyone. eventually the company gave me alt shipping address to their over seas facility because the US one wasn't responding.its been a year now and I still don't have anything except for conf they got my testing kit.I'd either like my money back or MY results (trust is low at this moment).

  • Initial Complaint

    Date:06/26/2025

    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.
    In April 2024 I ordered a DNA kit from Dante Labs based on the recommendation of a colleague (apparently, it was quite some time before that he had successfully used their services). Despite several attempts to contact them, I never received the results of my testing, nor a refund. The order cost me 407 euros. I filed a complaint with my bank, but they were not able to pursue it, nor were the European equivalents of the BBB, as the compand headquartered in the REMOVEDThis is the worst kind of company, as one can only guess what they've done with my private health information or to whom it was sold. Given the number of complaints, I hope action can be taken to hinder their fraudulent business practices moving forward.Any assistance in this matter would be greatly appreciated. Thank you.

Dante Labs Inc. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.