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:07/11/2025

  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.

  Product/Service Issue Did not receive product/service. I purchased an Elite 100 Whole Genome Sequencing test from DNA Complete on December 30, 2024, for $995. My sample was marked as received by their portal in early January 2025. The company advertises 1214 week turnaround. It has now been over six months with no results, no credible timeline, and no meaningful communication.I sent multiple emails and formally notified them on June 9, 2025, that I would escalate unless results were delivered by June 30. That email has gone unanswered including my request for a full refund. This business appears to be taking customer money without fulfilling orders, and their lack of response raises serious consumer protection concerns.I recently completed a similar sequencing order with **************, who delivered my results in under 3 weeks and sent 12 proactive status emails throughout the process. DNA Complete, by contrast, has provided no updates whatsoever in over 6 months, despite their advertised ***** week turnaround. This is not an industry-wide issueit is a company-specific failure and highlights a clear failure to provide what was paid for.I request a full refund of $995. I have retained all records and support emails as documentation.

  Business Response

  Date: 07/14/2025

  Thank you for contacting us. We understand how frustrating delays can be, and we sincerely apologize for any inconvenience this may have caused. At DNA Complete, we take our commitment to quality and accuracy very seriously. Our lab team only shares results that have undergone rigorous bioinformatics checks and quality reviews, as we want you to have the most reliable information possible. While we understand that this can sometimes result in longer wait times, we need to ensure it's that the insights you receive are trustworthy.
  
  Rest assured, your samples are still with us and is currently being processed. Once our bioinformatics team has completed their review and confirmed that the data meets our high standards, we will send you an email with your results.
  
  Thank you once again for your patience and understanding. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Warm regards,  

  DNA Complete Support

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Their response does not include an immediate and full refund. If a competitor can complete the same job in under 3 weeks it is clear 6 months is a sign of their incompetence and inability to perform the services agreed to. My request is for a full refund!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ********
  
  
  
  
   
  

• Initial Complaint

  Date:07/08/2025

  Type:Delivery 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.

  Spent 500 USD for an DNA Complete Pro Test on March 10th.******** ******** confirmed the company received my sample on the 14th of April.They said it would take 5-8 weeks for me to get the ********** is now 8th of July and still no updates from them.

  Business Response

  Date: 07/08/2025

  Hello,

   

  Thank you for reaching out. For privacy reasons, we do not have access to full, detailed information regarding the processing of individual samples. However, we can confirm that your sample has been repeated in order to meet all of our quality metrics. Once the sample has passed review by our bioinformatics team, you will receive an email notification.
   
  We kindly encourage you to review our policies regarding timelines, as we do not guarantee specific delivery times for data, kits, or reports. Repeating a sample is a standard procedure that ensures we deliver data of the highest quality and accuracy.
   
  We completely understand your frustration and would love to provide you with a precise delivery date for your data. Unfortunately, due to the many factors that can affect processing, we are unable to offer an exact timeline.
   
  We sincerely appreciate your patience as we continue working to complete your sample.
  

  Kind Regards, 

  Support Team

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   You explained nothing. Not when it will be done or why it still has not been done. Just speaking in generalities. Very unprofessional.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ***********
  
  
  
  
   
  

• Initial Complaint

  Date:07/08/2025

  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.

  I purchases a DNA kit in December 2024. I sent back within a week of receiving. I contacted them at 3 months and again at 5 months and still have not received my results 7 months later. They advertised 6-8 weeks timeframe at time of delivery. i have asked for a refund and nothing has been refunded and no results for the dna. This is unacceptable. $500 is a lot of money to send to a company to receive nothing back 7 months later.

  Business Response

  Date: 07/08/2025

  Hello, 

   

  Thank you for contacting DNA Complete. We appreciate your patience. We have reviewed your complaint and all associated correspondences. Our support team responded appropriately to each inquiry by providing you with the information available to them. Please note that processing time varies and is dependent on if a sample meets all of our strict quality metrics. We can confirm that your sample is being reprocessed. Once the sample's data has passed review by our bioinformatics team, you will receive an email notification indicating that your results have been delivered. We apologize for any inconvenience this may cause. We also have provided the refund and cancellation policy which states we do not guarantee delivery times which was available for review prior to purchase.

   

  We appreciate your patience as we work to deliver your results

   

  We remain dedicated to providing quality results. 
  

  Warm Regards, 

  Support Team

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Their response does not satisfy me because they have given me this same generic response several times over the past 7 months. They have not started testing my dna. My dashboard on my portal shows that it has only been received not tested.  They are a bunch of liars and I think its ridiculous that they can just keep giving a generic response for 7 months saying "they are working on it". If thats true, my dashboard would say DNA extracted. A REFUND IS OWED.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  Date:07/03/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against DNAComplete regarding their failure to provide DNA test results within the promised timeframe and their unsatisfactory communication practices. I submitted my kit, which DNAComplete verified they received on March 17, 2025. According to their stated policy at the time of purchase, results were expected within 10 to 12 weeks of ********** date, I have not received my DNA test results, which is significantly beyond the initial timeframe. While I have received periodic emails from DNAComplete citing unspecified delays, these communications have lacked any concrete information regarding when I can expect to receive my results. I have requested a more specific timeline on multiple occasions but have been informed that they have "no idea" when the results will be available. Furthermore, my requests for a refund have been denied.I am deeply concerned by this lack of progress and the absence of transparent communication. My own research, as well as reports from other customers online, indicates a pattern of extended delays. Some individuals have stated they have been waiting for results for over seven months with similar experiences of vague delay notifications and no estimated completion date. It is difficult to understand how such extensive and widespread delays can occur for every customer.I would have been willing to wait longer for my results if DNAComplete could provide a reasonable estimate for completion, such as a few additional weeks. However, their inability to offer any projected timeline, coupled with the denial of a refund, leads me to question the legitimacy and operational capabilities of this business.I request the Better Business Bureau's assistance in resolving this matter. I am seeking either the prompt delivery of my DNA test results or a full refund for the services not rendered.

  Business Response

  Date: 07/16/2025

  Thank you for reaching out. We completely understand how frustrating delays can be, and we sincerely apologize for any inconvenience this may have caused. Wed like to kindly remind you that, as outlined in our policy available for review prior to purchase, DNA Complete does not guarantee a specific delivery timeframe for results.
  
  At DNA Complete, we are committed to delivering accurate and reliable results. Our lab team follows rigorous bioinformatics and quality review processes to ensure every report meets the highest standards. While this thoroughness can occasionally lead to longer wait times, its essential to ensure the insights you receive are trustworthy and meaningful.
  
  Please rest assured that your sample is still with us and is currently being processed. Once our bioinformatics team completes their review and confirms that your data meets our quality standards, we will send your results via email.
  
  Thank you again for your patience and understanding. If you have any further questions or concerns, please dont hesitate to reach out were here to help.

  Warmly,

  DNA Complete Support

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  I have reviewed the business's response to complaint ID# ********. However, I do not consider my complaint resolved.

  
  While the company states my kit requires reprocessing, I have become aware of numerous identical complaints circulating on social media. These complaints detail customers receiving the exact same auto-reply and facing extended waiting periods, some dating back to December of last year. The common explanation provided is that their kits also require "reprocessing."
  A six-month delay for DNA whole sequencing is excessive. Furthermore, the fact that so many customers are receiving the same response suggests a systemic issue rather than an isolated incident. It appears this business is employing delay tactics and not providing adequate recourse for its clients.
  This raises the question: Isn't addressing these very issuesdelay tactics and lack of customer supporta primary function of the **********************? The consistent pattern of complaints suggests a concerning business practice.
  Given the widespread nature of these issues, it does prompt the consideration of whether further collective action, such as a class action lawsuit, might be necessary to address these concerns. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

• Initial Complaint

  Date:07/02/2025

  Type:Order 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.

  2/11/2025 I registered my kit, the same day returned my sample. The website promoted results in a few weeks, then after purchase they tell you itll be approx 12 weeks. Its now 7/1/2025 (21 weeks later) and Ive still not received results and the customer service email just tells me its being reprocessed but they cant tell me how much longer and insinuate I may need to undergo a recollection (at a cost to me!). Its nearly double the processing time and obviously more than a few weeks originally advertised. Clearly this is a scam and Im simply now just waiting for the fake recollection to try and shake me down for more money. Also, during this entire process, not 1 email from them with updates. Unless I message them, theyre fine with silently keeping my money hoping I forget or give up. The service I paid for has not been provided.

  Business Response

  Date: 07/16/2025

  Thank you for choosing DNA Complete for your whole genome sequencing services. We take our commitment to quality and accuracy very seriously. Our lab team only shares results that have undergone rigorous bioinformatics checks and quality reviews, as we want you to have the most reliable information possible. While we understand that this can sometimes result in longer wait times, we need to ensure it's that the insights you receive are trustworthy. We understand how frustrating delays can be, and we sincerely apologize for any inconvenience this may have caused.
  
  We've taken the time to review your concerns, along with all related communications, thoroughly. Our support team has done its best to respond to each of your inquiries with the most accurate and up-to-date information available. We can assure you that this service is not a scam. Your samples are still with us and is currently being processed. Once our bioinformatics team has completed their review and confirmed that the data meets our high standards, we will send you an email with your results.
  
  We kindly encourage you to review our policies regarding timelines, as we do not guarantee specific delivery times for data, kits, or reports. As mentioned in our Terms of Use, we cannot issue a refund once the sample is being processed. 
  
  Thank you once again for your patience and understanding.
  
  Warm regards,  
  DNA Complete

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Good afternoon, I have reviewed your website where the claims are a few weeks and then in the portal states around 12 weeks.  23 weeks (where we stand now) is neither a few weeks nor is it around 12 weeks. You have provided zero proof any type of processing is actually being done and even today, you cannot give me any timeline.  If actual testing was being done you would have proof or records of that. You would have an estimated timeframe.  Clearly you have neither of those.   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:07/01/2025

  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.

  I purchased my kit, registered it the same day I received it. Provided my samples the same day and used the prepaid label that was enclosed the very next day. My test was received by them 3/19/25. I have reached out twice and have been told I just need to keep waiting. Before you buy it says you will receive your results in just a few weeks. Then it goes to usually takes 12 weeks. I ordered this for medical reasons not just to know. I have been going to the **************** just to try and get expert care that Im not getting at home. I feel like something is being missed and the length of time and the fact that they just keep telling me I need to just wait until I receive an email about my results and they cannot provide any additional assistance. I paid over $800 for this test. As of today 7/1/25 its been 105 days from the date they received my test.

  Business Response

  Date: 07/16/2025

  Thank you for contacting DNA Complete. We fully understand how urgent and personal this is for you, and we apologize for the delay in processing your sample. At DNA Complete, we take our commitment to quality and accuracy very seriously. Our lab team only shares results that have undergone rigorous bioinformatics checks and quality reviews, as we want you to have the most reliable information possible. While we understand that this can sometimes result in longer wait times, we need to ensure it's that the insights you receive are trustworthy.
  
  We want to clarify that our service provides direct-to-consumer whole genome sequencing for informational and educational purposes only. The data we provide is not intended to be used for diagnostic or clinical decision-making, and our reports are not a substitute for a physician-ordered genetic test. While we know you are seeking insights to support ongoing medical care, its important to share this distinction to ensure expectations align with the scope of what we offer.
  
  Rest assured, your sample is still with us and is currently being processed. Once our bioinformatics team has completed their review and confirmed that the data meets our high standards, we will send you an email with your results.
  
  Thank you once again for your patience and understanding. 
  
  Warm regards,  
  DNA Complete

• Initial Complaint

  Date:06/13/2025

  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.

  I purchased their complete DNA profile for $495 on 2/1/25. I received the kit and returned the following week. I then received a "we have received your sample" email, and it explained 6 weeks to get the results back to ***** 6 weeks, I sent an email in to their support, they replied "it's taking time, please allow ***** weeks"At 13 weeks I sent another email in requesting an update as on their web site it's still listed as "Received Kit" and ***** responded "It's taking time, please wait"We are now at 18 weeks and counting, I've asked for my kit to be destroyed and for a full refund to be issued. No response at all from anyone there.

  Business Response

  Date: 07/09/2025

  Thank you for contacting us. We understand how frustrating delays can be, and we sincerely apologize for any inconvenience this may have caused. At DNA Complete, we take our commitment to quality and accuracy very seriously. Our lab team only shares results that have undergone rigorous bioinformatics checks and quality reviews, as we want you to have the most reliable information possible. While we understand that this can sometimes result in longer wait times, we need to ensure it's that the insights you receive are trustworthy.
   
  Rest assured, your sample is still with us and is currently being processed. Once our bioinformatics team has completed their review and confirmed that the data meets our high standards, we will send you an email with your results.
   
  Thank you once again for your patience and understanding. If you have any further questions or concerns, please don't hesitate to reach out.
   
  Warm regards,  
  DNA Complete

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This is the consistent response they give to keep delaying the process. It's the same response they have been sending me for the last 6 months with slight variations on the wording.

  No movement at all as you can see on the screenshot. I have repeatidly demanded a refund from them, they have declined claiming "it's in the works still" or "it's being processed"

  At this point, this company has scammed a large number of users out of their hard earned cash, and just delay and obfuscate past the point of chargebacks or other remedies. I'm fully expecting them to give a "there was a problem with your sample" style response next to keep pushing out the date indefinitely

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *******
  
  
  
  
   
  

• Initial Complaint

  Date:06/12/2025

  Type:Delivery 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.

  - Transaction was in February 2025 - It's been more than 8 weeks and I haven't received my results - Support continues to give generic responses such as they can't committ to a specific timeline and to look out for an email.

  Business Response

  Date: 07/09/2025

  Thank you so much for reaching out to us at DNA Complete. We truly appreciate your patience as we navigate this process together.
  
  We've taken the time to review your concerns, along with all related communications, thoroughly. Our support team has done its best to respond to each of your inquiries with the most accurate and up-to-date information available.
  
  Processing times can sometimes vary, as we are committed to ensuring that the data we provide meets our high-quality standards. Currently, your sample is being reprocessed to ensure it meets these requirements. Once our bioinformatics team has reviewed the data, you will receive an email to confirm that your results are available.
  
  We sincerely apologize for any inconvenience this may have caused, and thank you again for your understanding. If you have any more questions, please don't hesitate to reach out.
  
  Warm regards,

  DNA Complete

• Initial Complaint

  Date:06/12/2025

  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 ordered Whole Genome Sequencing (30X WGS) for $495 on 2/21/25 after researching for several weeks. It was advertised as being a 5-8 week turnaround time (screenshot from Wayback Machine from 2/15/25). I received the kit on 3/3/25 and returned it to the lab on 3/4/25. I have written confirmation from the lab that it was received 3/11/25. Their customer portal indicated at this point it could be up to 12 weeks. On 4/12/25 (4w4d) I inquired about the status because their tracker indicated only that it had arrived at the lab. I was told that it was in process, their IT team was aware of the tracking issue, and they are unable to provide updates on specific samples for privacy reasons. On 5/8/25 (8w2d) I followed up again because the status was still reflected as "Arrived at Lab". I asked if it had been sequenced. They reiterated that their IT team was aware of the tracking issue, and they are unable to provide updates on specific samples for privacy reasons.On 5/22/25 (10w2d) I sent a letter outlining the above, asking for an approximate window for results or a refund. No response. I followed up on 5/28/25 in a new ticket and was told their typical TAT is ***** weeks and my sample needed to be reprocessed so the clock restarted. They choose not to notify customers of this. I asked for the date it had entered reprocessing. They did not respond. They responded to my original ticket and said they removed the 5-8 week window from the website because they could not meet it. They have the ability to adjust their timeline as needed without informing customers of the change. They claim they cannot access lab metrics and cannot inform me of my sample status. They said it is in queue for "reprocessing." They also say their terms of service prohibit issuing a refund once the sample is processing. I told them I expected a full refund without a receipt window. They escalated it to a supervisor as of 5/29/25 and I have not heard ********** is 13 weeks, 1 day.

  Business Response

  Date: 07/09/2025

  Thank you for contacting us. We understand how frustrating delays can be, and we sincerely apologize for any inconvenience this may have caused. At DNA Complete, we take our commitment to quality and accuracy very seriously. Our lab team only shares results that have undergone rigorous bioinformatics checks and quality reviews, as we want you to have the most reliable information possible.
  
  Our records indicate that the charge for your purchase was disputed, and your funds returned to you. For this reason, we are unable to deliver results to your account. We regret that you will not be able to benefit from the services and hope to serve you better in the future.
  
  Warm Regards,
  DNA Complete

  Customer Answer

  Date: 07/10/2025

  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 and the matter has been resolved.

  However, I would like to note that the only reason the business "took action" on my filing with BBB was because my bank approved the charge dispute. The business did not actually take any action or make any effort to make this right for me or hundreds of other frustrated customers. I gave them months and multiple opportunities to communicate with me and make it right independent of me filing a chargeback. For that reason, I encourage you to publicize their lack of communication.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising 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.

  On 01/07/25, DNACOMPLETE received my sample. It has now been 16 weeks and the results are not available.The email I received from them states, "Please note that typically, it takes 5-8 weeks from the time we receive your sample for your reports to be ready."Their website states, "In just a few weeks, you'll receive an email notification that your results are ready."Customer service stated, "Your sample needed to be repeated which delays our typical processing time." I requested a time frame to receive the results and they said they do not have that information. At no point did this company email me to provide any updates. I have had to send every email requesting further information. Additionally, due to their transition earlier this year from *************** the email they sent to register provided the wrong link and created a good degree of confusion and caused me to wonder if I had been scammed. I emailed the company in January expressing my concern. In March, I was informed, "There may have been a re-routing at that time."When a company places such burdens on the customer it is a poor business model and needs to do some serious consideration about how it wants to be perceived. It should not fall on the customer to be a detective and having to continually follow up with the company to get an update.

  Business Response

  Date: 06/04/2025

  Hello, 

  Thank you for reaching out. We understand your concerns and truly appreciate your patience. While processing times can vary depending on the specific nature of each sample, weve noticed that some expectations may stem from a misunderstanding of our stated policies. Our website notes that delivery times are not guaranteed, and we encourage referencing that policy when considering timelines.
  
  Weve continued to provide updates indicating that your sample is actively processing. We understand the wait can be frustrating, but please know that our team is committed to quality at every step. This includes careful handling of your sample with methods such as lysis buffers and strict temperature control to ensure its integrity.
  
  We only release results that meet our rigorous quality standards, so you can trust that the data you receive is both accurate and reliable.

  Thank you for your patience as we are completing your sample.

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Your website and the initial email I received from you stated results would likely be available within several weeks. It is poor business practice to rely on a play of words and focus on things like 'likely or 'estimated' when it's now been 20 weeks! So, while you clearly have no issue providing an estimated timeframe on your website it is concerning that after 20 weeks of waiting you can't give me an estimate. 

  Additionally, i have now been in contact with several other people that have also been waiting for 12+ weeks. Which is alarming as it tells me there's something else going on and there's a lack of transparency. 

  Please update your website and stop misleading people regarding the timeframe. 

   
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

  Business Response

  Date: 07/16/2025

  Hello,

  We appreciate you advising that you did not receive your refund. Our team advised that the refund could not be issued through ****** and an alternate method was provided. We spoke with our team and were told that the refund was processed on 7/14/25, and that you confirmed receipt. 

  We are sorry that we were unable to provide you with our services and hope to serve you better in the future. 

  Warmly,

  DNA Complete Support

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  

  While I did ultimately receive a refund, its important to clarify that this was not the result of standard professional conduct. The company had repeatedly stated that refunds were not possible. It was only after weeks of me publicly responding to their social media advertisements and raising awarenessincluding setting up a ******** group called DNAComplete Scam!?that one of their executives contacted me on X and made an exception.

  Numerous customers have reported similar experiences: they paid for services but were never given a timeframe for results, nor offered a refund. In my own case, I consistently sought the resultsnot a refund. The fact that the executive chose to issue a refund rather than fulfill the original service is troubling and reflects a broader pattern of customer dissatisfaction and lack of transparency.

  Despite all this, the company continues to actively market its services to new customers without addressing the unresolved concerns of many existing ones. My concern now is for the many other consumers who may be misled into paying for services that are not delivered in a timely or transparent manner.

  I urge the BBB to continue monitoring this companys practices and consider issuing a warning, given the volume of unresolved complaints and ongoing promotional efforts.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved
  Sincerely,
  
  ******* *******