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Business Profile

DNA Testing

Vitagene

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in DNA Testing.

Complaints

This profile includes complaints for Vitagene's headquarters and its corporate-owned locations. To view all corporate locations, see

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Vitagene has 2 locations, listed below.

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    • Vitagene

      415 Brannan St San Francisco, CA 94107-1703

    • Vitagene

      404 Bryant St San Francisco, CA 94107

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 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:10/11/2023

      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 purchased a Vitagene kit on Amazon in 2018 for $55.04. I was under the impression that any time I wanted to access my results from that point forward that I could. I logged in today and unfortunately it looks like my report is gone. I would like a refund and explanation. It also looks like the customer changed names and the site looks completely different from how I remember it.

    • Initial Complaint

      Date:03/07/2023

      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 bought my DNA kit in March of 2020. There is no expiration date and when I registered my kit on February 25, 2023. I received a confirmation email that they would send the reports once they received my kit. The website is fully accessible and responsive with no Indication that the company is no longer providing service. I mailed out my dna sample. I had not heard back from *********** so I emailed to ask what the turn around time was. A rep emailed me saying they were no longer in business, they will not refund me and that I can dispute the charges with my bank. I paid for a service they did not provide and I even received an email on Feb 25, 2023 saying everything was in process. Only to be told they will not refund me and to dispute it myself with my bank. This is not fair that they get to keep my money and that they feel they dont owe me either the results of my DNA test or a refund.

    Vitagene is NOT a BBB Accredited Business.

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