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:06/13/2025

  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.

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

  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

• 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.

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

  
  tter 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

• 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.

  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,
  
  ******* *******
  
  
  
  
   
  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.

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

  
  

• Initial Complaint

  Date:04/14/2025

  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.

  On 11/30/24, I spent $500 for a dna kit to get a comprehensive panel on my dna results. The kit was shipped a few days later and I returned the completed kit that same month (December 2024). Their emails state you will get results in 5-8 weeks. I'm now over 14 weeks in and I am requesting my money back given this is clearly a scam. I've followed up multiple times and just keep being told to wait longer.

  Business Response

  Date: 05/13/2025

  Hello *******,
  
  We are grateful for you choosing DNA Complete for your whole genome sequencing services. Our records show that our support team advised that the processing time is dependent on sample quality and whether it passes our strict metrics. We are pleased to advise that your samples data has been ready to deliver. Unfortunately, your kit remains unregistered, preventing us from delivering the data to your account. Please log in at ****************************************************** register your kit. The data should be delivered within 48 hours. Please let us know if you have any questions or do not receive an update on data delivery within that timeframe. We can be contacted at ********************************************************. 

• Initial Complaint

  Date:02/12/2025

  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 a DNA test thru a company called ************************ I was given simple instructions to create a account with them. I did. Then enter a code they gave me with the dna kit. I tried to do this, but their website doesnt allow for this to happen. I paid around 200 dollars and am a disabled veteran. I followed their simple instructions. Which is basically. 1) order dna test 2) register with their website, create account- I did this. 3) log in to website after sending in sample and enter a code that comes with the dna kit. 4) then just wait for the results to be sent to your account- by way of dna- code. Long story short-their website didnt allow me to enter a code. It seems to be a very simple procedure but in trying their instructions it doesnt seem possible. I tried to call them but they have no phone number. I tried e-mailing them but I cant before I can do that they ask me a ******. If I cant answer it-and I cant. It wont let me e- mail them. I just want my DNA results that I paid 200 dollars for. But its a kind of run around possibly. Any help would be appreciated. Thank you. *** ****

  Business Response

  Date: 03/14/2025

  Hello ***, 
  
  Thank you for choosing DNA Complete for your whole genome sequencing. As you know, we have received your sample for processing. Our records show that you have been in communication with our customer support team several times, where they have provided instructions for how to proceed with registering your samples kit id. It looks like your kit is still not registered, so if you need further assistance, please do not hesitate to reach out to us at ********************************************************. 

  Sincerely,

  DNA Complete Support