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Business Profile

Laboratory Testing

10X Health Ventures LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Laboratory Testing.

Complaints

This profile includes complaints for 10X Health Ventures LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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10X Health Ventures LLC has 4 locations, listed below.

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    Customer Complaints Summary

    • 84 total complaints in the last 3 years.
    • 36 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:03/05/2024

      Type:Service or Repair 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.
      My husband and I each purchased a 10X **** testing kit ($1,200)and sent it back to the lab on 11-27-23. 10X confirmed they received our tests and said we would receive our results in a couple of weeks. We received another email on 12-19-23 saying our results were ready and we would be receiving our report in PDF format soon. It is now 3-4-24 and we still do not have our results. We emailed and called them numerous times to try to get a response from the company but we have never been able to talk to anyone nor did they respond to any emails we've sent. We also visited our patient portal and there is no information in either of our accounts. After reviewing the complaints from others who are experiencing the same treatment from 10X as we have, not only do we expect a full refund, we also think this fraudulent company has to be stopped from continuing to scam people.

      Business Response

      Date: 03/06/2024

      Hello! Thank you for writing to us. ** reached out and explained that you and your husband used each other's kits upon delivery. This has caused delays in our ability to result the kits. We have refunded your 2 tests in full. 

      Customer Answer

      Date: 03/10/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:03/01/2024

      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.
      Placed an order as a Christmas present on 11/20. Received a confirmation email stating the supplements "may take up to 5 business days to ship" which was also indicated on the website. On 12/18, I emailed that I'd like to cancel the order if I would be not receive everything prior to Christmas 12/25. I received a generic response and nothing was done. Products were not received until end of January/beginning of February. Purchased different products elsewhere so I ended up spending double the amount. Now have supplements I have absolutely no use for. No discount offered, no apology...horrible customer service and a joke of a company.

      Business Response

      Date: 03/06/2024

      Hello. We apologize for the inconvenience. We did write an email explaining about the back order on 12/5. We wish you success on your continued journey to optimize your health. If you would like to cancel your chargeback and send a letter with proof of the cancellation, we are happy to refund you. In the event you choose to move forward, please send the letter to *******************************************

      Customer Answer

      Date: 03/12/2024

       
      Complaint: 21358447

      I am rejecting this response because:  There is no chargeback currently open.  

      Sent a response as requested on 3/8 at 10:46a but have received no response other than a generic ticket response (ticket ID number *******.

      The charge back has been closed (See below) and resolved in your companies favor since the products were eventually shipped.  As I had indicated in response to the 12/5 email on 12/18, these were supposed to be a Christmas gift and if I did not have them by then, I just wanted to cancel the order as they served no purpose (happy to send the products back if you'd like).  Discover is the one that suggested I open a complaint with the BBB since it was indicated at time of order the items would ship in 5 business days, not 2+ months later.  Please let me know when the refund will be sent and I will close my complaint with the BBB as well, much appreciated.


      Sincerely,

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

      Business Response

      Date: 03/14/2024

      Hello. The chargeback process has not been fully closed, therefore funds are still being held where we cannot access them. Just wanted to make sure you were aware. 

      Customer Answer

      Date: 03/15/2024

       
      Complaint: 21358447

      I am rejecting this response because: The dispute is closed, evidence has been provided as requested.

      Attached is the letter from Discover.  I called and Discover indicated if there is any delay it may be with whatever 3rd party processor the company uses but it is closed.


      Sincerely,

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

      Business Response

      Date: 03/18/2024

      Hi there. I understand Discover has closed the chargeback. However, Shopify can hold the dispute for up to 75 days. We are unable to take action until they release funds back to us. 

      Customer Answer

      Date: 03/19/2024

       
      Complaint: 21358447

      I am rejecting this response because: per their initial message, they requested a letter showing I have closed the chargeback which was provided?  Per their order acknowledgement email, the company was to ship the products within 5 business days.  A pattern of not following through on what they say.

      Sincerely,

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

    • Initial Complaint

      Date:02/27/2024

      Type:Product 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.
      Purchase an overpriced genetic test (I have since learned of several other companies giving you far more information for half the cost). I also purchase the recommended supplements on 12/25/2023. My subscription was set to renew on 2/25/2024. I went in to cancel my subscription a month early on 1/26/2024 as I have now learned of better alternatives. I have all screenshots of this. I couldn't cancel "in my account" because "my account did not exist". I couldn't reset my password because "my account did not exist". I emailed on 1/26/2024, again on 2/6/2024, on 2/25/2024, on 2/26/2024 and on 2/27/2024. I emailed both of these addresses (one is the contact on website) ***************************************** ****************************************** and still have no response. This is starting to feel like a scam. The lack of ANY response is odd and poor practice. Coupled with the incredibly overpriced service, I have lost trust in this brand and those associated. It's embarrassing that this is an experience anyone would have in 2024 and I would never recommend it.

      Business Response

      Date: 03/06/2024

      Hello. Thank you for raising your concerns here. We have refunded you for the inconvenience here and you have our commitment to improving our patient experience! 

    • Initial Complaint

      Date:02/27/2024

      Type:Product 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.
      horrible experience the *** result are lost and they cant track them down this company is a joke if you wanna die quicker your free to use I NEED MY *** SAMPLE RETURNED WITH A FULL REFUND OR PROVIDE PRODUCT AS PROMISED A BREACH OF CONTRACT AND FALSE ADVERTISEMENTS LAWSUIT IS PENDING.

      Business Response

      Date: 02/28/2024

      Hello. We apologize for any frustration you may have experienced. When we received your kit back, you did not sign the release form, which caused a delay in your test being resulted. I know this is currently in the works with our lab as we got an update yesterday. 

    • Initial Complaint

      Date:02/27/2024

      Type:Sales and Advertising 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.
      We purchased the genetic tests from 10XHealthSystems in December 2023. We received the tests and mailed them back in a timely manner. I received my "results" in about three weeks but my husbands did not come in. After emailing several times, he finally got the "results" a week later though ours had been mailed back in the same envelope. Both of our supposed individualized genetic test results may as well have copied and pasted. We attempted several times to contact customer service via email and they either did not respond or gave a case number with a timeline and then didn't respond. I called the get a refund because there is no way that we have the same genetic markings and the supposed "custom protocol" was just the same supplement that they recommend for everyone. This is not a trustworthy company and there is no way to verify that anything they do is legitimate because you can't get in touch with anyone and if you do, they just push it off over and over again. The entire process has been a waste of time and money. Now we have the headache of trying to get our money back from a scam operation that preys off of people just trying to improve their health.

      Business Response

      Date: 03/04/2024

      Every test kit is processed one at a time. You are assigned a Kit ID that is attached to your name and DOB. If these identifiers did not match, our lab would have not run the test. Furthermore, you can check the genomic commentary on each genes specific page to confirm the mutations you have. 

      I understand your frustration and would love to clarify the results for you. The 5 genes we test for only have 245 potential combinations of results. With billions of people in the world and a limited number of potential results, we have tried our best to simplfy the results/recommendations. Furthermore, you can check the genomic commentary on each genes specific page to confirm the mutations you have.  Our goal is to make implementing change as smooth as possible for all of our patients. For a detailed explanation of your test please visit your results PDF to purchase a genetic test clarity call 

      Customer Answer

      Date: 03/04/2024

       
      Complaint: 21347512

      I am rejecting this response because:

      I understand how the testing works. The problem is that the results we were given are identical. So with hundreds of possible combinations, ours are the exact same? Statistically speaking that is next to impossible.

      Then we are expected to pay more money to supposedly get an interpretation of these simplified results.

      I received a phone call from 10x health and returned the phone, leaving a message and have since been ghosted yet again, as I was with my email communications, too.

      This company is smoke and mirrors.

       


      Sincerely,

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

      Business Response

      Date: 03/08/2024

      Please review the alleles inside of your genetic test reports. We have re-reviewed them and you do in fact have one variation, but it results in the same colors on the report. Your results are not the exact same. Please rereview them. 

    • Initial Complaint

      Date:02/26/2024

      Type:Delivery 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.
      Ordered testing - did said testing - now the wait time for results is astronomical - they refuse to answer their phones, or have an answering service "take messages" to which no response is provided.

      Business Response

      Date: 02/28/2024

      Hello. This has already been refunded. We apologize for the issues and wait times you have experienced with us. We have significantly increased our workforce in the last 2 months and are continuing to add in order to improve our customer journey. 

      Customer Answer

      Date: 03/01/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:02/21/2024

      Type:Product 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.
      Billed $599.00 on 12/29/2023 for lab services but then business/government travel will not allow me to get the testing done in a timely manner so requesting a refund, no testing used. Have called at least 7 times to 10x customer service lines asking for refund and stating they will process it with no refund issued nor callback/resolution.

      Business Response

      Date: 02/23/2024

      Hello. This was refunded. Apologies for any delay and safe travels! We look forward to serving you upon your return! 

    • Initial Complaint

      Date:02/21/2024

      Type:Delivery 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.
      I ordered the 10x health system vitamin b. I paid $16 for shipping for this item but then received the ****** Brand. When I contacted customer service, I was advised that is the brand they send. I explained it was false advertising as I ordered the 10x brand and couldve ordered directly from ****** if that was the product I wanted. I was told, despite thier bait and switch; they would not return the product or the shipping fees.

      Business Response

      Date: 02/28/2024

      Hello. We will refund this as we understand how this can feel misleading. In order to prevent this moving forward, we have updated the stock photo to represent Thornes B ******** Thank you. 

      Customer Answer

      Date: 02/29/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:02/18/2024

      Type:Service or Repair 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.
      I ordered genetic testing on 1/19/24. I received the test kit and promptly returned as indicated in instructions. Got several emails stating results were being processed. Order number is *****. Got an email 2/13/25 stating results were in and to open the pdf. I was unable to open the pdf because I needed a password that they would email me. As of today 2/16/24 no email. I want a refund. This business is a scam.

      Business Response

      Date: 02/19/2024

      Hello *****! 

      We did send both on February 13th. We are so sorry if it got lost or blocked as spam. Can you please check your junk/spam? We have resent them again today. 

      Customer Answer

      Date: 02/28/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:02/08/2024

      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.
      I Ordered product on 11/22/23 and 10x charged my credit card to date, have not received my order. I have emailed 2x and also called customer service but can't get a hold of anyone that works for the company. I have received a response Email on 12/20/2023 saying The results will be available within 2-3 weeks from the date the specimen was received (12/12/2023).After all that, I still want the results. Im left in the dark.

      Business Response

      Date: 02/14/2024

      Hello. It appears you sent your kit back to our lab and then the sample was rejected as unsuitable for testing. Please see that another order with a kit was placed for us to be able to take care of this for you. Be on the lookout for an additional kit, please! 

    10X Health Ventures LLC is NOT a BBB Accredited Business.

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