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:06/11/2025

  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.

  We placed an order for a paternity test, we informed them the only people who could have any information was me (mom) and the father, a few days later MIL who we have a restraining order against was updating the information so we called the cancel the test. Then MIL emailed US that the test came back inconclusive. She was getting all the information somehow even tho we canceled the test. We called and asked to put a password on the acct and be refunded since we had already canceled and they ran it anyway and it came back inconclusive and then they continued giving our medical information to anyone who called. 3 times ******* has stated she put the refund request in and to give it 2 days. We waited WEEKS in between calling back and every time the same thing. Choice DNA is a scam and ur medical information is not private they let anyone call for any information even with passwords. They let anyone change the information already provided. They ignore everything and ur calls when ur calling to get anything resolved.

  Customer Answer

  Date: 06/11/2025

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

  

  Business Response

  Date: 06/16/2025

  We take all concerns regarding privacy and service seriously and want to clarify the facts of this case:
  In 2023, the initial order for testing was placed by ****, who explicitly listed his mother as a point of contact on the case. **** attended his own appointment; however, the child did not attend the scheduled appointment at that time.
  In 2025, **** rescheduled the childs test. Shortly after, his mother contacted us for a status update appropriate based on the original authorization from ****. Following that interaction, the lab identified possible contamination and requested a recollection. **** was informed directly and a recollection was scheduled.
  At this point, you contacted our office with concerns about access. In response, we immediately removed Codys mother from the case, added a password for protection, and made a note to restrict access moving forward.
  You then requested a refund, which we submitted on your behalf. However, it was denied in accordance with our clearly stated company policy: refunds are not issued once services have begun, supplies have shipped, or if recollection is needed and not completed. These terms are publicly available at ***************************************************************************************.
  At no point were results released. Any claims to the contrary are false. We have documentation showing no completed result was issued, and we acted promptly and professionally once your concerns were communicated.
  We understand this situation was frustrating; however, we respectfully stand by our handling of the case and the steps we took to safeguard your privacy.

  Customer Answer

  Date: 06/17/2025

   I am rejecting this response because:
  When we went in in **************************************************************** and **** had access to results. Multiple times we had it confirmed that only our email and numbers were on file. Before the test results were even received we called to cancel because codys mother was getting all the information and not us. We were fine with not being refunded because we understood we were cancelling the test. A few days later codys mom received the results were inconclusive. We did not schedule a retest and thats when we put a password on our account because no one was honoring our privacy. ******* was the one to offer to try and get us refunded. Since then multiple times she has told us no one had responded to the refund and she would put in the request again and to give it 2 days and wed get a response. Multiple times have we called and been told the same thing. Now ******* is ignoring our calls completely and ive left voicemails weeks ago that have been unanswered. This is extremely unprofessional and a violation of our privacy.
  
  

  

  Business Response

  Date: 06/17/2025

  After a thorough review of this case, we can confirm that no results were ever sent to Codys mother. We have reviewed our internal systems and email history and found no name, phone number, or email address associated with Codys mother on file. We are also attaching documentation to this case to show that no communication or results were issued to her.
  As you mentioned, when you contacted ******* to express concern about privacy and requested that Codys mother be removed from the ****, ******* took immediate action and ensured that all of her contact details were removed. As it stands, there is no record of her information in our system.
  Furthermore, no results were emailed to anyone, including Codys mother, because there are no results currently available for this case.
  If Codys mother did somehow receive information, we kindly ask that you forward any documentation to ************************************* so we can investigate thoroughly.
  Regarding the refund: although the test was canceled after it was scheduled and we generally do not issue refunds at that stage, ******* made every effort to escalate the request on your behalf as a courtesy. We understand your frustration with communication delays, and we apologize if your follow-up messages were not answered in a timely manner.
  We are committed to protecting client privacy and providing clear, respectful communication, and we appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 06/17/2025

   I am rejecting this response because:
  Wrong. All calls are recorded so maybe check your records and see before we even spoke to ******* directly we spoke to people before we even took the test and after making sure it was only me and **** on the records. Once again, we cancelled the test because she was getting the updates and not us and yall still went ahead with the test after confirming with us it was cancelled and then sent a message to codys mother saying it was i conclusive. And yes its been months of back and forth not receiving communication back on our refund. This is a violation of our privacy.
  
  

• Initial Complaint

  Date:04/25/2025

  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.

  1. Service **************************** On April 16, 2025, I purchased a legal DNA test from Choice DNT Test based on two explicit representations:Verbal commitments by their sales agent and confirmed by on-site lab technician that the report would be delivered by April 21, 2025.Public advertising on your social media stating "1-3 business days for results."However, as of April 25 (6 business days after payment), I have:Received no report despite completing the lab sampling on April ***** written updates via email, SMS, or your iOS ****** response to 5+ voicemails left on your after-sales hotline 2. Violations of Consumer Protection Laws This constitutes:Breach of Contract under UCC *****: Failure to deliver within agreed/promised timeframe.Deceptive Trade Practices per FTC Act 5: Advertising 1-3 days while taking 6+ days without disclosure.Unfair Post-Purchase Suppression: Directing after-sales calls to voicemail while prioritizing pre-sales inquiries.3. Demand for Resolution Given the failure to:Provide the paid service Communicate delays Offer compensatory alternatives I hereby demand:Full refund of $313.44 within 5 business days.Written confirmation of refund processing via email.

  

  Business Response

  Date: 05/02/2025

  Good Day,
  Per our internal notes and the recorded phone calls, it appears we have been in consistent communication with you throughout the course of your case, particularly through your assigned case manager.
  Our records indicate that your results were emailed to you on April 28th, and a hard copy was mailed on April 29th. As outlined in our refund policy, which can be viewed at **************************************************, while results are often completed ahead of schedule, there are instances when processing times may exceed the original estimate due to unforeseen circumstances.
  We completely understand your frustration and sincerely apologize for the delay. That said, we have made every effort to keep you informed throughout the process.
  Furthermore, during a recent conversation, you acknowledged receiving the results. As the service was completed and results were delivered, we believe we have met our obligations as detailed in our terms and conditions.
  If you have any further questions or need additional assistance, please dont hesitate to reach out.
  

  Sincerely,

  Choice DNA Customer Service

  
  

  Customer Answer

  Date: 05/05/2025

   I am rejecting this response because: I formally dispute your response and reiterate my refund request for Order #[Number], purchased April 16 with a guaranteed 3-5 business day completion (by April 21) as per your contract: "THESE TEST RESULTS WILL BE AVAILABLE IN 3 TO 5 BUSINESS DAYS."
  Critical Issues
  Contractual Breach:
  Results delivered April 28 (7 business days), violating your binding timeline.
  Explicitly emphasized time sensitivity during purchase and follow-ups.
  Communication Failures (April 21-28):
  10+ calls to post-sales team routed to voicemail; zero callbacks.
  Email complaint (April 25) ignored.
  Only pre-sales staff responded, providing false "tomorrow" assurances.
  Consequences:
  Procured alternate lab results April 24 at additional cost.
  April 28 results = operationally useless.
  Your Refund Policy Obligation:
  While your reply cites standard procedures, Section 2.1 of your policy states: "Guaranteed turnaround times supersede general processing estimates."* The 3-5 day commitment was contractual, not an "estimate."
  Demand:
  Immediately refund $300+] for:
  Failure to meet guaranteed deadlines
  Non-functional customer support channels
  Resulting financial loss
  Next Steps:
  Confirm refund processing within 3 business days.

  
  

  

  Business Response

  Date: 05/14/2025

  Thank you again for your continued communication regarding your order placed on April 16.
  We acknowledge your concerns about the expected turnaround time and appreciate the opportunity to clarify. While our documentation does indicate an estimated timeframe of 35 business days for results, this estimate is not a guaranteed delivery window, as noted in our terms and conditions. Occasional delays can occur due to lab volume or other verification protocols.
  That said, we have confirmed that your test results were delivered. As the service has been fully rendered and completed, and as outlined in our official refund policywhich can be reviewed at www.choicedna.comwe are unable to issue a refund for completed legal DNA tests.
  We understand this may not be the outcome you were hoping for, but we are committed to transparency and compliance with our stated policies.
  Thank you again for your understanding, and please feel free to reach out with any other questions.
  

  Customer Answer

  Date: 05/16/2025

   I am rejecting this response because:
  
  We formally allege that your company engaged in fraudulent conduct and violated consumer protection laws and contractual obligations by failing to deliver DNA test results within the guaranteed 3-5 business days as stated in your pre-sale document DNA Appointment Information. Key legal assertions:  
  
  1. Binding Contractual Promise: Your explicit guarantee of 3-5 business days in pre-contractual materials constitutes a material term under contract law. No disclaimers about potential delays were disclosed prominently or at the time of purchase.  
  
  2. Fraudulent Concealment: Burying a possible delay clause in obscure website sections violates DTPA 17.46(b), which prohibits failing to disclose material facts affecting consumer decisions. This constitutes deceptive trade practices.  
  
  3. Damages & Remedies
     - Full refund + treble damages (minimum $500 under DTPA);  
     - Compensation for consequential losses (e.g., legal delays).  
  

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair 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.

  Paid substantially a large amount to get DNA test done. **** had us swab our own mouths. Tech took them, and set them in a cube to dry. While moving them, tech dumped swabs into dry sink, Being how this test is, I specifically asked being we were already there, if we should do couple more just in case. Tech replied, no.

  

  Business Response

  Date: 02/28/2025

  Dear ******** James,
  I hope you're doing well. First and foremost, I want to sincerely apologize for the frustration and anxiety this situation has caused you and your family. We understand the stress that this has brought, and I want to assure you that we are here to make this right.
  To address your concerns, if there had been any issues with the swabssuch as insufficient DNA, contamination, or chemical interferencethe lab would have immediately contacted you to request a retest.
  However, given the delay in the current labs process, I completely understand your desire for a faster resolution. We are more than willing to send you to a different lab at no additional cost and expedite the results for you free of charge. We genuinely want to ensure you and your family get the answers you need as quickly as possible.
  Please let us know if youd like to take advantage of this offer, and well arrange everything for you promptly.
  Again, we truly appreciate your patience and understanding. Please dont hesitate to reach out if you have any further questions or concerns.
  Warm regards,
  Customer Services
  

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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.

  In August of 2024 I purchased and paid for a prenatal dna test from Choicedna and paid $1500.00. I visited one of there authorized labs to have dna sample collected. A week later I was told they were not able to give me the test results. They ordered a dna recollection for September 2024 and yet again could not provide me with test results. Again they ordered a third dna recollection on October 2, 2024 and once again they did not give me the test results that I paid to receive. Since the last recollection they have refused to refund the money and the managers do not answer phone calls or return emails.

  

  Business Response

  Date: 11/26/2024

  Dear  ******* *******,
  Thank you for reaching out, and I sincerely apologize for the inconvenience youve experienced. I completely understand your frustration regarding the challenges you've encountered with the testing process.
  We deeply regret that we were unable to provide the results as expected, despite the multiple recollections. The *** recommends that you wait until the mother has confirmed that she is at least 7 weeks. This typically happens when the mother is not far enough along in pregnancy. As per our records, we did offer additional recollections as a solution, as we are committed to working with our customers to achieve accurate results. However, we understand that your mother declined the recollection after the initial offer.
  Regarding the refund request, I must inform you that, as stated in our refund policy, we are unable to issue a refund under these circumstances. The lab has indicated that low fetal DNA levels in the bloodstream played a role in the difficulties in obtaining reliable test results. Unfortunately, this is a biological factor that is outside of our control.
  We value your business and your trust in us, and we regret that the experience has not met your expectations. If you would like to explore other solutions or if there is anything further we can assist with, please do not hesitate to reach out. We are here to help.
  Thank you for your understanding and patience.

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 a DNA test through this company. I ended up having to cancel it due to the partner, wanting an abortion instead. When I Texted them, they said that they would start the refund process. After a few days, I checked because nothing had been done. They gave me a number to reach out to management and I did but got no response. The worker back to originally gave me the managers number and was told that my refund was denied due to it being 48 hours. Yet it took them over 24 hours or more to get with me about the appointments and stuff. So they took my $1445 And denied my refund and gave me nothing in return.

  

  Business Response

  Date: 07/17/2024

  Good day,
  I do apologize ahead of time. As outlined in our refund policy available at [**************************************************], refunds are processed within a 48-hour window from the date of purchase.
  Upon reviewing the details, it appears your order was placed on Wednesday, June 26, 2024, and your refund request was submitted on Monday, July 1, 2024. Regrettably, this request falls outside our specified timeframe.
  Therefore, we are unable to ***** the refund in accordance with our policy. The balance will remain on your account and can be used for future services whenever needed.
  Thank you for your understanding. Have a beautiful DNA day.
  

  Best regards,

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

  Customer Answer

  Date: 07/17/2024

   I am rejecting this response because:
  The appointment was not verified until July 1. I canceled it the same day. It was not my fault I did not receive information about the appointment until July 1. It took them several days to get back to me on it. Had they gotten back with me and a reasonable amount of time then maybe their case would be valid. 

  

  Business Response

  Date: 07/19/2024

  I completely understand the unforeseen circumstances that occurred.

  Thank you for the details. Let me the dive into your case once more.

   

  Best Regards,

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

  Customer Answer

  Date: 07/23/2024

   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.

  
  

  Thank you.

  Initial Complaint

  Date:03/11/2024

  Type:Service or Repair 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 got my babys DNA results through here in 2022. I have a custody case going on and the information from the company is needed for the case. I requested all of the information on file (which they only sent me half of) they sent the photo/id of the father but not of my information proving I took them test. They also refused to give me the email addresses that they sent the test results too. Which means they probably sent it to numerous people that werent authorized to receive mine or my childs health information. I know for a fact they emailed it to the father but they refuse to tell me what email addresses they sent it to. (But somehow they know that my email is one on file). Now my attorney will need to subpoena the records and the representative for the company in order to get what email addresses the results were sent to, which is about $2000 in legal fees after already paying nearly $2000 just to get the results in the first place. Extremely unprofessional. Considering this was a prenatal DNA test as well, my attorney believes it was a HIPPA violation to send it out to anyone else since I never signed a consent to release that information and originally when I got the test done, I told them I didnt want the father to be sent the results but they told me I didnt have a choice over MY test results of the fetus (which by law is part of my body) being sent to him. Originally I didnt think it was worth litigating over, however since it will cost me $2000 to find out what email address it is sent to, I should probably just spend the extra money and *** for a HIPPA violation for even releasing my health information in the first place as fetuses are considered part of the mothers body until birth and fathers dont have legal rights to information about the fetus prior to birth.

  

  Business Response

  Date: 03/21/2024

  I regret to inform you that we are unable to provide the alleged father's email address to you. Our system no longer retains his emails, as all information is automatically deleted after a year. When you contacted us, we requested your email address in order to send the results to you. If the alleged father were to contact us directly and provide his email address, we could then provide it to you. However, as of now, we do not possess his email information.

  
  As per your request, we have already sent you the complete chain of custody and the results to your email address. It's important to note that when results are emailed, we do not include the chain of custody; only the results are provided.

  
  The results were initially emailed to you on June 6, 2022, when they were first released. Additionally, at your request via email, we resent the results on November 17, 2023.
  Please let us know if there's anything else we can assist you with.

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair 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 paid for my son and his paternal grandmother to be tested, as his father passed away before he was born. It has now been a month and no results. I was told 5 to 7 business days. Every single day that I call, I hear it will be tomorrow. Yet STILL NOTHING! I need these results for my childs survivor benefits and you are withholding this from us by not giving me the results as we KNOW the child belongs to him we just need the actual dna results to give to the board. You either need to give me the results or you need to give me my money back. NOW! Im over this. Yall scam people and its insane!

  

  Business Response

  Date: 02/21/2024

  Hello ************************* ,

  I hope this message finds you well. I would like to extend my sincere apologies for any inconvenience caused by the recent developments concerning your results. It appears that the results have come back inconclusive, necessitating the inclusion of the mother for further clarification.

  Upon reviewing your records, it has come to our attention that you visited us for an appointment yesterday Monday February, 19, 2024. Conclusive results are pending as the PhD adds the mothers DNA.

  To express our understanding of the inconvenience caused, we have initiated a refund of $100 on February 14, 2024. This is a gesture of goodwill as we understand the impact such situations can have on our valued clients.

  We appreciate your patience and cooperation as we work towards resolving this matter promptly. If you have any questions or concerns, please do not hesitate to reach out to our customer service team at ************.

  Once again, we sincerely apologize for any inconvenience and appreciate your understanding in this matter.

   

  Best regards,

   

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

  Director of Operations

  ************ x 700

  
  

  Customer Answer

  Date: 03/04/2024

   I am rejecting this response because:
  
  January 25th I had a grandparent DNA TEST done, it is now March 4th and I still dont have my results. I was given a $100 refund a month ago. And STILL dont have my results. I myself the mother of the child have went in to submit my DNA too 3 weeks ago. Still nothing and now they are ignoring my calls, ignoring my emails. No one will talk to me. I needed those results by today as today was my sons appointment for Survivors benefits. Yes towards the end I got rude with them because this company is scamming me and now wont own up the their own issues. They refuse to make anything right. They refuse to give me my results or money back by refusing to talk to me. I have called non stop Friday, Saturday, and now this morning. And no one will talk to me. This place is a joke and should be unaccredited. They should not be allowed to do this to people. When they would talk to me I would keep being told tomorrow. Well tomorrow has yet to come going on 2 months later.

  Desired Resolution:
  Refund

  
  

  

  Business Response

  Date: 03/08/2024

  Thank you for your message. After further review it appears your case has been resolved and results have been released. Please don't hesitate to reach out with any further questions.

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  This Company is Fraudulent. I should have been smarter and came here first to read the complaints before trusting them because my story is similar..I spoke to b-*******o-n and was sent an invoice and date confirmation as well as a location confirmation.. I paid the invoice and ******* called me back and said the lab the booked me for wouldn't have a tester in until after the week.. I told him to refund me my 500 bucks and he confirmed he'd speak to his manager... instead they processed the payment. that adds **** to my card until they reverse the charge.. but they now avoid my calls and I cant reach a manager. I Also called the Facility they booked me too and the Facility states they had no bookings placed here. SCAM ALERT!!!!!!!!!!!!!!!!! DO NOT USE THIS COMPANY.. if I do not receive my funds in 72 hours (a set back) Im personally as a ** Army Vet contacting the *** as well as the VA fraud services connected with the *** to start an investigation on this companies financial history.. Its Highly fraudulent DO NOT USE THEM!! Dont fk With Veterans we see the Mission through!Their actual address is as follows: *************************************************************************************

  

  Business Response

  Date: 07/12/2023

  We must take full responsibility as a company. My name is ***************************, Im the staff member that approved this refund. The customers refund was processed less than 2 hours after we processed his initial payment. We are not a fraudulent company,but the level of customer service provided in this case didnt prove to be our best. If I wouldve exhibited more patience when speaking with the customer, he may not have submitted a complaint at all. When customers are experiencing frustrating circumstances its my job, as a professional, to counter that frustration with added dignity, patience, and respect for the customer. As the customer stated, he called and set up an appointment at one of our hospital provider locations. After we scheduled him and accepted his payment the hospital informed us that they couldnt perform the collection on the desired date and time. We informed the customer immediately of those changes. We also notified the customer that wed attempt to move him to another location or seek management approval for a full refund. Understandably,when the customer called, he was irate. So much so that it was difficult to have a reasonable conversation. Instead of me patiently listening to all of the customers concerns, I interrupted him and let him know his refund had been approved. He placed this BBB complaint prior to knowing hed already been approved for the refund. He sent us an email acknowledging this. Although his phone conversations and email were verbally threatening and contained racial slurs, in my opinion, he never shouldve been put in a position to apologize for anything.
  

  We never charged additional funds to the customers card. That is a false statement from the client. The full list of charges is attached and has been submitted to the BBB.What he thought was a 2nd charge was the refund we authorized back to his card. The customer emailed us acknowledging this mix-up. The customers refund was processed less than 2 hours after we processed his initial payment. Weve also attached the customer call log. None of his calls have been missed or avoided.
  

  My goal is to continue to exercise patience with our entire client base and to regularly train staff on this same practice. Please accept our sincere apology and full refund of services. 

  Customer Answer

  Date: 07/13/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, And I have received my refund. Now I must Change my creditcard information and await a new card because as I stated previously the company is a scam company with multiple rude agent led by a rude manager. There were no racial Slurs used, just F-Bombs due to the Catty unprofessional messages the Manager sent to my personal Phone. I haven't been so insulted and inconvenienced by a company since dealing with the *** during Covid. I've submitted screenshots of the phone conversation and the passive aggressive messages sent by the manager himself. Heavily rude and no sense of Urgency regarding retuning funds for failure to render service. They also processed the Payment for themselves AFTER they failed to make a Proper reservation at the Lab and AFTER they told me they broke our contract and AFTER I told them return the funds since you cannot keep the contract. There was no Charge until AFTER I informed them I wanted a refund. At Which point they insisted I wait for a new reservation and I repeatedly refused. Any potential customers Beware.. only AFTER I submitted a BBB report did the refund finally be processed in seconds... it does NOT take 3 hours to process a refund... they ONLY did so when I submitted my BBB report. Thank you BBB for keeping these companies Honest.. many of us would be *** and forced to take justice into our own hands were it not for your professional Mediation of business transactions. 
  
  Choice DNA Testing is NOT A LAB.. they are a call center that over charges you for booking reservations you can Book on your own for $399-$450.. They Charge you $500, recieve discounts as a customer forwarding company and skim the top for themselves. As I Said before do NOT use these people.

• Initial Complaint

  Date:06/02/2023

  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.

  At the end of February, 2023 I contacted this company about a **** DNA test, the test was scheduled on for February 28th. My son and his girlfriend arrived for the test and the lab said they had no knowledge of the test I contacted the company and after a long discussion it was told to me that this is a third party and they are not actually a testing facility (this was verified when I contacted AABB and found they are not accredited with this company). I was told they would refund my money ($697.50) by two different people (******* and *****) (I have text and emails to prove it). I even called the morning of the test date and spoke with ******** (who is apparently the owner/CEO) who when I asked to speak with a manager told me none were available. This company is a fraud and rip off. I called today to find out that ***** no longer works there, ******** transferred me to some person (supposedly ********) who told me she would contact accounting to have them put in the refund and she would either email me or call me by close of business and she did not do either. I have text messages and emails proving they stated they would refund my money. I also have proof from AABB who states that Choice DNA is not an accredited lab with them as of the time of my testing request. They are not honest people and at this point I honestly believe they scam people out of their hard earned money. I want my money back as I was told I would get it back. I do have a voice recording of my conversation with the company today as well.

  

  Business Response

  Date: 06/09/2023

  Good Day, ******** here, Director of Operations with Choice DNA Laboratory. Thanks for the emails, phone calls, and other recent methods of communication with my team. Your screenshot shows that Choice DNA Laboratory is a TPA that uses one of the country's largest DNA testing companies for laboratory testing. Visit aabb.org for a full list of testing laboratories. You'll find DDC listed a number of times as an accredited lab. It looks like you submitted a question to the **** for a company named CHOICE LABS, that's not our company. Our company is Choice DNA Laboratory LLC. Attached is the first **** certificate I've obtained, dating back to nearly a decade of exposure and experience with **** practices and testing procedures. Our goal is full transparency and satisfaction. My records show you have been issued a full refund to compensate for any inconvenience and misunderstandings. Please let me know if you have any additional questions or concerns. We thank you for bringing these concerns to our attention. This will aid us in better assisting our customers in the future. 

• Initial Complaint

  Date:03/01/2023

  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.

  The lab advised they would be able to set up a lab draw at a local facility and when I arrived at the schedule appointment time that Choice set up the facility advised that Choice did not send anything. This facility also advised that despite Choice contracting with them that they have no way of contacting Choice to resolve the issue and I need to contact them myself. I call Choice and speak to a customer service representative who immediately was rude and cut me off several times when trying to explain and then finally advised that the materials were still in transit. I asked how to reschedule in a way that Choice ensures the materials are ready, the rep starts literally shouting at me on the phone advising that Choice has no responsibility or capability to ensure that the materials needed to to the correct lab work are available at the time that CHOICE set up. This customer service representative then tells me "call back in two hours and speak to a manager" and hangs up on me. Then this customer service representative goes further and calls the person that paid for the test and tells them that I said I wanted to speak to manager, which I did not. Some lab manager calls me an hour later and advises that she called the the local facility and they have the tubes on site but at that point I had left given her customer service representative had hung up on me after shouting at me to call back in two hours. I advised her at this point I do not want to use Choice at all after the experience and that I want a refund which she agreed to. Choice has yet to refund and has not responded to emails I have sent regarding their inexcusable customer service. My partner called and ********************** is stating they are denying the refund. Choice DNA is charging for a service they did not provide.

  

  Business Response

  Date: 03/01/2023

  Good day ***************************************,

  
  

  We apologize for any confusion regarding your refund request. We have reviewed your complaint and our records, 

  and we regret to inform you that we cannot provide you with a refund at this time.

  
  

  We understand that there was a miscommunication between our company and the local facility regarding the supplies needed for the lab work. After speaking with the facility we were notified that they did indeed have supplies for your appointment. We are actively working to improve our communication procedures to prevent this from happening in the future. However, our policy states that no refunds shall be issued once DNA testing 

  supplies have been shipped.

  
  

  We understand your frustration and would like to make things right. We would like to offer you a credit towards a future service with our company, or a discount on a future purchase. We value your business and hope to have the opportunity to serve you better in the future.

  
  

  Please let us know if this is an acceptable solution, or if there is anything else we can do to resolve this issue.

  
  

  Sincerely,

  Choice DNA Laboratory LLC