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Business Profile

Genetic Testing

MTHFRDoctors.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Genetic Testing.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:11/02/2022

    Type:Delivery Issues
    Status:
    Answered
    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 is in regard to order #***** which I placed with this company for an MTHFR test. I received the testing materials and sent them back to the company. As it has been several weeks and I have received no test results I contacted them by e-mail to ask if they had received my test kit. They responded asking me when I sent it and I replied to them; however, they never answered my question as to how the test results would be sent to me and subsequent follow-up e-mails have gone unanswered. In the last e-mail I sent them today, November 2nd, I told them that if I did not hear from them by Friday, I was going to call my bank and file a dispute for the $139 they charged me for the test. I chose this company to do business with even though the cost of their testing was double that of other companies because I felt, looking at their website, that they were a reputable company. So far, I have been very disappointed at their lack of customer service. After all, the test kit was just two swabs to swab my cheeks and send in the sample. How hard could it be for them to just send me another test kit, yet that is not what they chose to do. They have completely ignored me.

    Business Response

    Date: 12/09/2022

    Business Response /* (1000, 5, 2022/11/21) */ We have had two quarantines due to covid within the past month and have had delays with our test results and customer service. We have reached out to the customer and explained the situation. We have also given her an option to get a full refund or to get her results. The customer graciously understood the situation and chose to continue and get the results. As a sincere gesture of apology for being very late we have given the customer a 50% refund in addition to her results and physician recommendations. We have also made ourselves available for any support for questions she might have about her results.

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