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.

  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,
  
  ******** ********
  
  
  
  
   
  tised ***** 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

• 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.

  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,
  
  ****** ***********
  
  
  
  
   
  

  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

• 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.

  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,
  
  ****** *******
  
  
  
  
   
  

  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

• 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.

  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,
  
  ******* ******
  
  
  
  
   
  n. 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

• 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.

  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,
  
  ****** *****
  
  
  
  
   
  

  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

• 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