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:12/13/2022

  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 a grandparent dna test on 11/4/22. The test was inconclusive and I was told after the inconclusive test that I needed to submit my dna as well. I submitted my dna on 11/15. I didnt get the final results until 12/1 after several calls. The test was still inconclusive with a 7 to 1 ratio. I dont know what that ratio means. I called back and spoke to one person that said 7 to 1 means they are related but didnt know why it said inconclusive as well. I was transferred to someone else that still didnt explain the results just suggested adding more people to the test. I believe that I was scammed out of my money. The results shouldve been in a percentage that someone can understand or someone shouldve been able to fully explain the results to me.

  

  Business Response

  Date: 12/13/2022

  Good day, our company prides ourselves on integrity and we apologize you did not have an amazing DNA experience with our company. However, we do not take your concerns lightly and I emailed the lab's PHD that signed your results to provide you with an explanation. The explanation is as follows:

  An inconclusive result means that the data is not sufficient to support or refute the alleged biological relationship.  Statistically, these tests produce what is called likelihood ratios- the likelihood of observing the data if the alleged relationship exists, here the likelihood of observing the data if the tested alleged grandmother is a biological grandparent of the child, versus the likelihood observing the data if the alleged grandparent is unrelated to the child.  

  The threshold required as evidence in support of this relationship is 10 to 1.  In this case, as in every case, the likelihood ratio is based on the actual DNA profiles of the tested individuals.  Although including the known parent in the analysis often results in conclusive DNA profile results, in this instance, the likelihood ratio obtained was less than the threshold of 10, despite our testing an extended set of DNA markers at no cost in an attempt to obtain conclusive results.  As mentioned in the report, inclusion of additional family members, especially the alleged paternal grandfather, at this point may lead to a more definitive conclusion.

  Finally, we appreciate that you brought  this situation to our attention and hope this can bring some closure in your mind. Thank you in advance for taking your time to review this response from our company. If you have any further questions please feel free to call me at ************ and ask for ***************** 

• Initial Complaint

  Date:07/26/2022

  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.

  DNA samples were taking from me *** my partner for a non invasive Paternity Test which cost ***** out of pocket. ***** of payment was paid . I was told in writing that my results would be availble within 3-7 business days After the Seventh Business I was not contacted or given results. I then called requesting an update. The office manager said " your results just came in" there were no results . She said I needed to test again. As I did not understand I asked to speak to a Supervisor. I spoke to somone by the name of ************************* who verified that There was not enough Fetas DNA to determine Paternity and I needed to wait two weeks to test again. I resquested a refund due to time frame and descrepancy I was told from ***** that he would resquest from Upper Managment After sometime went by I called requesting and update on refund. I was then told to file a dispute with paypal and that funds were not yet approved to be refunded by upper management Concerned I asked why would I make a claim with ******* with DNA Choice has not approved refund I was then told it was a suggestion. I then asked who is in charge I can speak with. Ibwas told somone would contact me from billing..this has not happened I called back and was told again that my concerns need to be met with ****************** I requested a email or phone number and was given the support email that I already emailed pending response. Id like to report and notate my concerns in any event this is common...please advise

  

  Business Response

  Date: 07/27/2022

  Good day, our refund policy is as follows: 

  Refunds may be considered at the discretion of Choice DNA Laboratory and may be subject to administrative and handling fees. Partial payments and deposits are non-refundable. If a payment is made in full and then the appointment is later canceled it will be subjected to a $25 cancellation fee for after birth DNA testing and a $200 non-refundable cancellation fee for non-invasive before birth prenatal testing. No refunds shall be issued if Services have been completed or if your DNA kit or supplies have been shipped. No refund shall be issued if cancellation of services is made more than 48 hours after payment. All DNA testing services have an estimated completion time listed online and can scientifically never be precise. Results are often finished earlier than expected but can exceed estimated expectations. Once testing is initiated, no refunds will be issued.

  Good day, your complaint just came to my attention. I am so sorry about the outcome of your test. At Choice we try to provide the highest quality of service to our clients. However, some situations are out of our control. For example, if there is not enough fetal DNA in your system that is something we could not foresee. This is a newer test and they will not just give you any made up results. The lab wanted you to wait two weeks in order for more fetal DNA to be present in your system. I will be willing to listen to you if you would like to reach out to me. I want you to know we do not want to cause you any headaches or misfortune, we truly would like to be a part of the solution.  I can be reached at ************ and my name is *******************************.. Thank you in advance and have a great DNA day. 
  

  
  

  Customer Answer

  Date: 08/08/2022

   I am rejecting this response because:
  Consumer took DNA collections from me and partner for non invasive paternity services. Services were not complete and I requested a refund . After I spoke with someone I was told to file dispute with ******. I filed a complaint with BBB (********) . The business responded and left a number of someone by the name of ******** I have been calling attempting to resolve issue however I have not been answered to. DNA choice sent me a partial refund in the amount of 500 dollars however i have them **** dollars. I was outreached with a apology regarding DNA sampling however its much more than that. My DNA was stolen from me and my partner without any physical results of documents stating results or services not to mention my Personal health information was broadcasting during a response on ****** review. I also was blocked from responding to response . No contact has been made from DNA choice to resolve my compliant. What is concerning is the fact that I was told; suggested, to file a dispute with ****** after I gave my money to DNA choice willingly. Id like a rule refund
  
  

  

  Business Response

  Date: 08/08/2022

  "Dear *****,
  
  Our mission at Choice DNA is to provide customers with the best DNA testing experience, and walk them from beginning to end with ease at the best prices. We take these matters to heart and sincerely apologize about your experience, and would like to add some clarity to your complaint.
  
  We offer our **** Test at $1,495.00; however, per our records you requested the payment plan option which increased the price to $1,600.00 and offered you more time to pay your balance.
  
  We understand you went in for your collection on Tuesday, July 12th. Results take an estimated time-frame of 3-7 business days, not including weekends, and the actual turnaround time is on a case by case basis depending on the amount of free floating fetal DNA in the mother's blood. Because every pregnancy is unique, it is impossible to provide you with an exact date for results from the beginning. Four business days later; however, on Monday, July 18th, the lab informed us that they were requesting a recollection for you due to low free floating fetal DNA in the sample provided. This simply meant, there was not enough of the fetal DNA in your bloodstream at time of collection for us to provide a conclusive answer. Although not often, recollections due to low free floating fetal DNA are possible, and impossible to completely avoid. The lab recommends waiting at least two weeks from the time of the notice for a recollection to mitigate the chances of another recollection; however, you were always welcomed to come in earlier at your discretion. We did in fact emailed you right away about the notice, and awaited your response. Your recollection was scheduled for Wednesday, July 20th; and everything was prepared for your collection. It seems like you messaged to cancel your appointment shortly before the scheduled time; however.
  
  In your response, you mentioned your DNA was "stolen." We would like to clarify both you and your partner fully willingly provided consent for us to test your samples. Both, you and your partner, signed the Chain of Custody and Terms and Services form.
  
  Although recollections due to low free floating fetal DNA are no one's fault, we understand they present an inconvenience to both you and your partner. We take these inconveniences seriously, and our focus is on addressing this matter in the best way for the both of you. Although we would love to continue assisting you with your DNA testing process, and get you recollected, we approved a refund of all but $200.00 back to the original method of payment, for the associated fees with the initial processing of collection and testing. 

  Attached are the willful signatures and forms completed by the customer to process their DNA. No one's DNA was stolen.
  
  We're sad to see you go, but we wish you and your partner the best with your pregnancy." 

  Customer Answer

  Date: 08/10/2022

   I am rejecting this response because services were not completed . I was not aware of anything ; results until I kept  calling myself after the 3-7 full business days. I still dont have any physical documents stating any lab work  or results if any. I paid **** and was only given back 500 . I would like a full refund or the next step would be small claims court .
  
  
  

  

  Business Response

  Date: 11/05/2022

  Thanks so much for the response. We are sorry to hear that you rejected our response. I've attached a photo of the blood tubes and cheek swabs taken at the time of the collection. For the protection of the patient, we have not attached any other private case information or documentation. Please don't hesitate to reach out with any other questions or concerns. 

• Initial Complaint

  Date:07/26/2022

  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.

  July 12th 2022 me and my fianc came in for a dna test after paying the initial fees of $1200.00 they said it would take 3 to 5 business days not only did we never receive the lab results but I was also told I cannot receive a refund .. even tho we never received results .. the receptionist I spoke to today was very rude by telling me the company NEVER REFUNDS ANY PAYMENTS MADE . And to reach out to my bank to reverse fees which seems like fraud .. this is robbery . Bad business practices and this company needs to do what the customers pay them to do and if not at least give us our money back .

  

  Business Response

  Date: 08/05/2022

  This has been responded to via a separately complaint the family submitted through the same BBB platform. 

  Good Day,

  I am so sorry about the outcome of your test. At Choice we try to provide the highest quality of service to our clients. However, some situations are out of our control. For example, if there is not enough fetal DNA in your system that is something we could not foresee. This is a newer test and they will not just give you any made up results. The lab wanted you to wait two weeks in order for more fetal DNA to be present in your system. I will be willing to listen to you if you would like to reach out to me. I want you to know we do not want to cause you any headaches or misfortune, we truly would like to be a part of the solution.  
  
  Here is a copy of our refund policy: 
   
  Refunds may be considered at the discretion of Choice DNA Laboratory and may be subject to administrative and handling fees. Partial payments and deposits are non-refundable. If a payment is made in full and then the appointment is later canceled it will be subjected to a $25 cancellation fee for after birth DNA testing and a $200 non-refundable cancellation fee for non-invasive before birth prenatal testing. No refunds shall be issued if Services have been completed or if your DNA kit or supplies have been shipped. No refund shall be issued if cancellation of services is made more than 48 hours after payment. All DNA testing services have an estimated completion time listed online and can scientifically never be precise. Results are often finished earlier than expected but can exceed estimated expectations. Once testing is initiated, no refunds will be issued.

• Initial Complaint

  Date:07/18/2022

  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 purchased a kit because I wanted to do a full sibling dna test between my children. I sent off their swabs as well as mine. I marked on it what I wanted and the checked the part that asked if they shared the same mom. Yes they do. On June 15th The first results there was a mix up and the test was done wrong they didn't use my swab and the test results said it was inconclusive that they were siblings and that either myself (mom) or another Relative needed to be tested because they didnt use my swabs the first time.I was told they would run the test again using my swabs as well. I was informed because I live in NY that normally they couldn't do it because ny requires a prescription I didn't know that when I purchased the test. On 6/22 I was then told a new kit would be sent to me. When I called and emailed about that kit. I was sent someone Else's Tests Results and Information twice. I called to notify them and they apologized. I was told that I needed to swab myself and mail it off. (Using regular q-tips)That my children's swabs were already there so they would just need mine for a new test they sent me a label to ship it off and I swabed and shipped. They received my swabs on 6/28 and I waited. I was told because of the holiday my results would be released to me on the 5th of July. I called the 5th of July and was told the lab would not release my results because I live in NY and didn't have a prescription. I was then told they would have my swabs sent back to them and then sent off to another lab for my test to be done now I believe for a third time. On 7/8 I was told my labs were being sent back to them that day. I called to find out an update and was told someone would call me back. On 7/13 I inquired about my labs and was told that they are still waiting for my labs and that there hands are tied until they receive them back. On 7/15 on month since receiving my first results . I emailed about and update and this time I got no response.

  

  Business Response

  Date: 07/29/2022

  Good day, your complaint just came to my attention. I am so sorry about the outcome of your test. At Choice we try to provide the highest quality of service to our clients. However, some situations are out of our control. For example, if there is not enough fetal DNA in your system that is something we could not foresee. This is a newer test and they will not just give you any made up results. The lab wanted you to wait two weeks in order for more fetal DNA to be present in your system. I will be willing to listen to you if you would like to reach out to me. I want you to know we do not want to cause you any headaches or misfortune, we truly would like to be a part of the solution.  

  Our refund policy is as follows: 

   

  Refunds may be considered at the discretion of Choice DNA Laboratory and may be subject to administrative and handling fees. Partial payments and deposits are non-refundable. If a payment is made in full and then the appointment is later canceled it will be subjected to a $25 cancellation fee for after birth DNA testing and a $200 non-refundable cancellation fee for non-invasive before birth prenatal testing. No refunds shall be issued if Services have been completed or if your DNA kit or supplies have been shipped. No refund shall be issued if cancellation of services is made more than 48 hours after payment. All DNA testing services have an estimated completion time listed online and can scientifically never be precise. Results are often finished earlier than expected but can exceed estimated expectations. Once testing is initiated, no refunds will be issued.
  

  Customer Answer

  Date: 07/29/2022

   I am rejecting this response because: