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:11/18/2022

  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 allergy blood tests for my entire family to detect any allergies or sensitivities we should be aware of mid-September 2022. The results delivered on 10/7 did not detect my husband and daughters severe allergy to cats and horses. I reviewed the website which stated they had a 100% satisfaction guarantee in the first 90 days. Due to not detecting their severe allergies, we have zero trust in the results. I emailed to request this on 10/7 with no response (they day they results were emailed). I then live chatted with **** who advised to email my info to submit a claim and a refund would be provided. I finally get a response on 11/10 4 weeks later that it may not detect these allergies. I advised if it doesn't detect severed allergies then how can we trust it would detect others and requested a refund again as part of their guarantee. On 11/18 a received another response that I should try an elimination diet before these tests (which would have zero affect on animal allergies) and was told I was not covered under the guarantee since the test is not a substitute for medical advice. They also advised I signed terms agreeing to this but responded and chatted with the service team (who submitted an escalation ticket) who could not provide this. I also noticed they changed their verbiage on their guarantee on their website since this began. Based on misleading risk free testing posted on their site as false advertising and the lack/delay of response, I am very displeased. Based on reviews I've read on many sites I see this is a common occurrence for this company. They advised my refund was being processed so I didn't refute the charge on my credit card and paid my bill. Likely a reason they delay getting back to their customers. If this can't be resolved I'll have to go back to them for support on the charge from this company

  Business Response

  Date: 01/10/2023

  Dear *****************, thank you for reaching out via the BBB complaints form, as explained on our conversation, what you have stated, unfortunately is not correct. Below contains excerpts from the conversation between ***************** and ********************************
  
  Firstly, you claimed there was a four-week wait on your communication, I can see from the chat log 07/11/2022 11:55:10 and we responded to this on 10/11/2022 09:19:18. Your reason on the refund form was 'the date of the test listed in results was July and we didn't even take it until the end
  of July' which we explained, "The date listed in the test results is 7th October - we are a **-based lab and use the international date format of DD-MM-YY, rather than the US standard of MM-DD-YY."
  
  We also explained that your 'known' allergy, which you have not had confirmed by any test before us, could be related to multiple things, the most probable being that the test you have chosen tests for cat and horse dander, so it may be that you are reacting to something other than the dander, however we can only test for what we say on that test.
  
  You also said in your emails that your test results had not been checked, however, all results are signed off by the lab manager once checked. As explained in our email communication, "I am pleased to confirm your test results have been checked and validated by our lab and lab manager. The method of testing is also an accredited method and scientifically accurate."
  
  You are also quoting the money-back guarantee, which clearly states on our site: "Hair testing products where a kit is not dispatched are eligible for a full reimbursement within 90 calendar days of your purchase. After this period, we reserve the right to refuse your refund request". However you did not choose a hair testing product, so are not eligible for a refund on your blood testing kit. "Blood Testing, DNA ************* Tests. All other Testing sold on this website or by us is excluded from our 100% money-back satisfaction guarantee."
  
  The wording for our 100% money-back guarantee has only ever applied to hair sensitivity tests, and although updated regularly, the terms and conditions for the money-back guarantee have not been altered since 2018. We have not 'changed the verbiage' on our policy.
  
  We would like to make it clear that we have been open and transparent throughout this process on the site, and in our email communication. You did threaten to 'take this conversation to the BBB' but as we explained, we have offered the process that you chose, and followed our terms and conditions, which you agreed to at the time of purchase.

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately this company still is not being honest in the way they work with their customers. I submitted transcripts when we had communications and they advised they reviewed a log but nothing attached to reflect this so disputing how long it took to respond to me is not accurate. They also are all allege that they test for allergy to cats and horses but this excludes dander then I am not clear what they are testing for. Releasing medical tests to them reflecting these allergies from my family members was never requested and is a violation of HIPPA. They also changed verbiage on their website per their response but still not being clear what they changed regarding their money back guarantee. Due to their continued dishonesty, numerous it complaints against them with the same concerns, I would have hope they would take this as an opportunity to do the right thing.

  Business Response

  Date: 01/13/2023

  Thank you, we have resolved this, by using the scientific testing that the client chose, for that type of test. 

  They have then chosen a money back guarantee offered on a different style of testing (hair) which as explained in the terms and conditions, is a different style of product, and the guarantee is offered. 

  The original complaint was about ****** style of the date, which we addresses quickly. 

  Finally, we explained that the test chosen does test for a limited number of items, and not the items the client has self diagnosed themselves as having an issue with. As the client has already put in a complaint on their credit card, we cannot refund this anymore. 

  Thank you. 

   

   

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18803967
  
  I am rejecting this response because: in their response they advised that As the client has already put in a complaint on their credit card, we cannot refund this anymore. This is an inaccurate statement.
  

  They charged us for the tests, I reached out immediately, within 3 days of reviewing the faulty results to request a refund.  They took over a month to get back to me and when I spoke with their service agent, I was advised that they have a guarantee and they would take care of it for my family. After I was told this, I paid my credit card with the understanding a refund would be provided. They then afterwards I received an email that no refund would be provided that we now did not qualify.  They received our money and nothing was done through our credit card as payment was already provided. We felt it would be best to have to work with the BBB to address this concern as our complaint seems to echo the many complaints already filed against this company and they way they conduct business. If we need to address through our credit card company or seek assistance through an attorney, please let us know. We fortunately have never run into this type of issue before so are new to how to work with a company who is not truthful about the business practices. Thank you 
  
  Sincerely,
  
  *************************