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:06/25/2025

  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.

  My sample arrived at the lab at the start of Feb2025. The advertised timeframe was 12 weeks. 20 weeks later and the status on the website so still showing as Arrived At Lab. 3 emails to customer support, just to be told nothing of any importance and still no service delivered for the money I paid. It is beyond frustrating and borderline criminal. I want my results or my money back.

  Business Response

  Date: 06/27/2025

  Dear Valued Customer,

  Thank you for sharing your concerns with us. We understand that your sample results have been delayed, and we sincerely apologize for this. We completely empathize with your situation and want to assure you that we are doing everything we can to resolve this issue promptly.
  
  We take pride in providing efficient and timely results to our customers, and we understand the importance of delivering accurate results in a timely manner. Unfortunately, there were some unforeseen quality issues with this sample that have caused a resulting delay.
  
  Please know that your sample is still in our possession, and we are actively working on processing it. We have taken additional quality measures to ensure your report is accurate. Our team is committed to ensuring the highest standard of accuracy and quality for your results.
  
  We genuinely appreciate your patience and understanding during this challenging time. Once again, we apologize for the delay . We value your business and remain committed to providing you with the best service possible.
  

  Sincerely,

  The Support Team

  Customer Answer

  Date: 06/27/2025

  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 I was told months ago that if the current sample doesnt meet the quality requirements, Nebula will organise a new kit sent out to ro do the sample. Now after 5 months telling me there is a quality issue is not acceptable. I could have provided a new sample ages ago. I would like either immediate results or my money back.

   

   

   

   

  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 following up. The support team greatly appreciates your patience. To maintain customer privacy and security, the support team does not have access to lab metrics results or sample location within processing. Furthermore, due to the many factors that can affect processing, we are unable to offer an estimated timeline at this time.
  We kindly ask you to refer to our Refund and Cancellation Policy, always available on our website and provided at checkout, where it indicates that we do not guarantee delivery dates. Our team is actively working towards completing your sample.
  Once the sample passes bioinformatics review, you will receive an email.
  We can assure you that our process encompasses ensuring viability of your samples through things like lysis buffers and temperature control. Our team will only release results that meet our high quality metrics, so you can feel confident knowing that the data delivered has met/surpassed those. These metrics are one of the factors that set us apart from other similar companies and why we have so much confidence in the service. 
  
  Kind Regards, 

  Support Team

• Initial Complaint

  Date:06/16/2025

  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.

  I ordered four 100x Whole Genome Sequencing tests (costing $4875.80) for my family on Nov 12th 2024 with Order Confirmation # **********. The kit identifiers in question are ********** ********** ********** and ********* The test kits were promptly delivered and the samples all arrived back at Nebula Genomics labs by Dec 17th 2024 (as signalled by Nebula using the "Arrived At Lab" status on their portal).At the time, Nebula were advertising ***** week typical result delivery times. It's now been 6 months, and although Nebula Genomics customer support always answer promptly, they never give any information about the delays other than "the samples required reprocessing", and "we are still processing samples normally", and "we do not guarantee specific delivery times for data, kits, or reports"There are a lot of disgruntled customers on various online forums, and ********************'s parent company ******** labs confirmed on their recent earnings call that they have 'restructured' Nebula in preparation for a sale. My suspicion is that this restructuring has left them unable to get through their test backlogs in a reasonable timeframe. Many speculate that the new sister company they've created (DNAComplete), which incidentally does not seem to advertise any ***** week timeline, is purely a way to distance themselves from the bad press of the Nebula delays.I do not consider the service a scam, my only goal here is to get the test results.

  Business Response

  Date: 06/16/2025

  Dear Valued Customer,

  We appreciate your patience while we work through some processing delays. We know how frustrating it can be and genuinely appreciate your understanding. We're committed to providing you with the highest-quality data, which is why we carefully reprocess samples that don't meet our standards during the first round of sequencing. Our records indicate that the data from your samples sequencing is currently in queue for review by our technical director. If it meets all of our quality metrics, the results will be delivered to the registered accounts and email notifications will be sent. If any sample fails to meet quality metrics, we will email to coordinate recollection.

  
  Our teams work hard to ensure we only provide the best data possible. Your continued patience and understanding are greatly appreciated.

  Sincerely,

  The Support Team

  Customer Answer

  Date: 06/16/2025

  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:

  There is still no attempt to explain the unusual processing delays in any detail, or to provide an updated ETA (the original one given was ***** weeks which was 6 months ago).  For some reason, 6 months later Nebula Genomics are no longer prepared to give ETAs and won't communicate the reason behind this.   It also seems suspicious that I'm being told all samples require reprocessing (which other family members who ordered directly are also being told).  Whereas I placed a different (single) order last year (before Nebula were restructured in advance of a potential sale) and there were no such quality issues, leading me to believe the quality issue is likely an excuse that is being given to all disgruntled customers (as discussed on various online forums).  A few more questions that might help some shed light on these extreme delays...

  - When will the Technical Director review the samples that are in the queue? 
  - Does this mean the samples have already been sequenced and are pending a final check? 
  - Or that the basic sample QC hasn't been passed yet?

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

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

  Business Response

  Date: 07/17/2025

  Hello, 

   

  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. We are hopeful to have results delivered soon.

   

  Best, 

  *******

  Customer Answer

  Date: 07/19/2025

  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:

  I didn't order from DNA Complete - I ordered from Nebula Genomics, who (as I pointed out in an earlier message), did indeed give estimated timelines of ***** weeks which is why 7 months represents such an obvious failure.

  I am also not arguing about whether the fineprint covers you from "guaranteeing" delivery timelines so I'm not sure why you keep raising this point - I'm asking very specifically whether the 2 remaining results I'm waiting on (out of a total of 4 results) have the same status that you previously confirmed the other samples did.  In other words, to repeat my previous question: have the 2 remaining samples been sequenced (like you confirmed the others had)?  are they waiting on review from the technical director (like you confirmed the others had)?  will they be delivered "soon" (like you confirmed the others would)?

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

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

• Initial Complaint

  Date:06/12/2025

  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 DNA Completes $495 DNA testing kit for my child on April 13 and returned the completed sample to them over 8 weeks ago. Despite multiple follow-up emails and attempts to obtain an update, I have received no test results and no meaningful communication from the company. DNA Complete advertises a 6-8 week turnaround, but numerous reviews indicate a pattern of significant delays and non-responsiveness. At this point, I consider this a non-delivery of services.I am requesting a clear answer on test results or full refund of $495.

  Business Response

  Date: 06/13/2025

  Hello, 

   

  Thank you for your message. We have consistently updated you on your inquiries within our customer service system. We also referenced the policies we do provide for our customers prior to purchase for full clarification which indicates we do not guarantee delivery times for kits, data or reports. We also further clarified that there are typical turnaround times, which are not guaranteed times. While we understand this may be disappointing, we must rely on the policies that were made available prior to purchase. We are unable to take responsibility if those policies were not reviewed, as they are in place to ensure consistency and fairness for all customers. At this time, your sample is undergoing repeat processing, which can extend the overall timeline. Once your data meets our bioinformatics requirements, we will upload your results to your account and send you an email notification. If any issues arise, our team will reach out to discuss next steps, which could include recollecting a sample if necessary.
  
  We truly understand your frustration and sincerely appreciate your continued patience. Please know that our team is actively working to complete your analysis. As of now, we do not have additional updates beyond what has already been shared. Our support team is available Monday - Friday for any questions or concerns. 
  

  Best, 

  Nebula/DNA complete Support Team

  Customer Answer

  Date: 06/16/2025

  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:

  I appreciate Nebulas reply, but I must respectfully disagree with its adequacy.
  I have now waited over 5-8 weeks advertised timelines per attached receipt since submitting my sample with no results delivered, no clear timeline and no proactive support. It is unacceptable to sell a $495 product and rely on vague policies to avoid accountability for extreme delays.
  While I understand standard turnaround disclaimers, this is well outside normal ranges, and no effort has been made to provide resolutionsuch as a timeline, refund, or upgraded processing. If a recollection is needed, that should have been communicated weeks ago.
  I am requesting a full refund or a concrete delivery date for my results within the next 5 business days. Failing that, I will pursue additional consumer protection channels.
  Thank you.

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

  Business Response

  Date: 06/17/2025

  Hello, 

   

   

  Thank you for your reply.
  Wed like to clarify that our policies are readily accessible at checkout and are provided to ensure customers are fully informed prior to making a purchase. As such, it is the customers responsibility to review these terms before completing a transaction.
  We understand that delays can be frustrating, and we truly appreciate your patience. Weve shared updates on the status of your sample previously, and we remain committed to keeping you informed throughout the process. At this time, we do not have additional updates beyond what has already been communicated.
  Once your data meets our bioinformatics requirements, your results will be uploaded to your account, and you will receive an email notification. Should any issues arise that require actionsuch as recollectionwe will reach out to discuss the next steps with you directly.
  Thank you again for your understanding.

   

  Best, 

  Nebula/DNA complete support team

  Customer Answer

  Date: 06/17/2025

  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:

  Despite multiple follow-ups and the passage of over 8 weeks since returning the sample, I have not received results or a clear timeline. While Nebula claims their policies are accessible at checkout, this does not excuse indefinite delays or poor communication. The company has not proactively provided meaningful updates, and their vague explanation about bioinformatics requirements lacks transparency. I am requesting either a full refund or guaranteed delivery of results within 5 business days. If not resolved, I will escalate this to the ************************ and ****

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

• Initial Complaint

  Date:06/06/2025

  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.

  Hello, on Sun, Apr 3, 2022 I purchased a whole genome dna sequence test from Nebula Genomics. The base price was $299, but they charged an extra $200 for a lifetime membership which I decided to do. Now at the beginning of 2025 they are now saying that it is no longer a lifetime membership and that we have to make monthly payments to receive the information. I can lo longer retrieve the genetic reports that I paid for which were agreed to be "LIFETIME".

  Business Response

  Date: 06/06/2025

  Hello,

   

  We want to clarify any confusionNebula is not shutting down. However, our Terms of Use have changed. You will continue to have access to the Nebula Library, Your Ancestry, Your Traits, and Oral Microbiome, but Genome Analysis and the Genome Browser will no longer be available. Your data will remain securely stored. Please refer to the updated Nebula Terms of Use for further information. You can still access your data and account. If you need further assistance please contact our support team M-F at **************************************.

   

  Best,

  *******

  Customer Answer

  Date: 06/06/2025

  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:

  The issue is that I have not had any access to any of the reporting services, traits, ancestry, any of what was mentioned in the response from the business. This is what I purchased. Note the lifetime membership and what it entails. 
  
  30x Whole Genome Sequencing
  We decode 100% of your DNA at 30x coverage using next-generation DNA sequencing technology (150bp paired-end reads),reconstruct your genome (using hg38 assembly) and identify all genetic variants. You get full access to all your ******** including FASTQ, BAM and VCF files (> 100GB) which you can download anytime. 30x Whole Genome Sequencing offers the best value for money and is the best choice for most people.
  QTY:
  
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  This is from my email discussions with Nebula Genomics.
  
  
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  After writing this response in reply to the response from Nebula Genomics, I see that I now have access to the reports on my account.  So as long as I continue to have my reports, I am satisfied.

  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 your reply. We are showing there was an attempt in January and then a successful payment for the *** complete upgrade in June as seen in the attachment. Payments do not automatically process without the customer submitting payment. The system is automated, so there is no risk of human error. While we understand that you are interested in a refund, this does not fit within the criteria of our Policy and we are unable to reverse the upgrade as it has already been completed and it seems in your responses that you utilized the upgrade as far as viewing reports. We do apologize for any inconvenience and that we are unable to assist you further with this refund request.

   

  Sincerely, 

  Support Team

  Customer Answer

  Date: 07/08/2025

  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:

  
  

   Hi ********* (BBB) and Nebula Support,
  Thanks for sending the Stripe screenshot. Heres why it doesnt change my position:
  A Stripe Succeeded line just means the charge went through.
  It doesnt prove I ever saw a checkout page or hit Pay.
  The January line actually backs up my story.
  Stripe shows a payment intent incomplete. Thats what happens when someone tries to bill a card and the customer never finishes the checkout.
  The timing is suspicious.
  I filed my BBB complaint on June 6. A couple of hours laterwhile I was offlinethe $99.95 charge showed up and the reports unlocked. That looks automated, not something I did.
  I never okayed a new fee.
  No price page, no button, no email receiptnothing.
  What I still need
  A refund of the $99.95.
  A promise you wont charge me again unless I actually approve it.
  Either give me every feature the $200 lifetime plan promised or refund that money too.
  If I dont have a refund in seven days, Ill dispute the charge with my card company and file with the **** and the NY Attorney General.
  Happy to share bank statements, old marketing screenshots,or anything else the BBB needs.
  

  Thanks,
  ****** *****
  *****, **
  **************************
  ************

   

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

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

• Initial Complaint

  Date:05/29/2025

  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.

  I signed up for nebula genomics lifetime premium plan and now they want me to pay money to access those features. I was promised that it would be lifetime which is why I signed up for the service. They have all of my genetic data.I want my full access back.

  Business Response

  Date: 06/02/2025

  Dear Valued Customer,

  Thank you for selecting our services for your whole genome sequencing needs. Our records show that your purchase in March 2024 was for our **************** with one year subscription. That year started when your results were delivered. The renewal payment was due on April 30, 2025 (one year from data delivery); however it remains unpaid. Please reach out to our support team at *********************** if you need further assistance. 

• Initial Complaint

  Date:05/29/2025

  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.

  On 11/24/24, I ordered a kit (and membership) from Nebula Genomics, paying $553.95. It shipped on 11/25/24, and I returned the *** sample on 12/9/24 and registered the kit (MH3KWEX41) that day. The Nebula portal says the sample arrived at the lab, and since then .... Nothing has happened. I have contacted support three times through the portal. The first time they verified that the sample has been received. Further reach-outs have not been responded to. Nebula says that it generally takes 12 weeks for processing -- but we're currently at 24 weeks without a response and without any movement in the portal. My year of subscription won't be of any value without any results to be looking at.

  Business Response

  Date: 06/02/2025

  Dear Valued Customer,
  
  We appreciate your continued patience and apologize for any frustration you experienced. We are pleased to advise that your sample recently completed bioinformatics review and met/exceeded all quality metrics. The results were delivered to your account. If you have any questions, please contact our support team at **************************************. 

• Initial Complaint

  Date:05/23/2025

  Type:Sales and Advertising 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 an email from Nebula, which i just opened and got charged for ***** USD. Im not subscribed or anything like that, just want refund.

  Business Response

  Date: 05/23/2025

  Dear *** ********************* appreciate the opportunity to resolve this matter with you. Unfortunately, we were unable to locate any charges or accounts associated with either provided email address. We also attempted to look for correspondence from you with our support team, but we unable to locate anything there either. We urge you to contact us at *********************** so that we can gather pertinent information to help investigate this further. 

• Initial Complaint

  Date:05/23/2025

  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.

  Date of Transaction: 12/30/2024 Amount of purchase: $1,203.95 I have tried several times to get an actual update on my Whole Genome Sequencing test. I keep getting the same generic answer. I've read reviews and it seems like it may be a problem with the business. I have saved a few emails back and forth between me and Neubula Genomics. Before you signed up, they said allow 5-8 weeks for results to come back. Ive waited and waited and even asked them if they are needing a new sample. They received my sample at the lab on January 16th. They then told me it would be ***** weeks. I STILL do not have my results. I cannot get an individualized answer. They just give me the generic answer and that they are sorry. I can send you all the emails if you would like.

  Business Response

  Date: 05/23/2025

  Thank you for your continued patience. To maintain customer privacy and security, the support team does not have access to lab metrics results or sample location. However, we can confirm that your sample is in our possession and is in queue for reprocessing. Our team will only release results that meet our high quality metrics, so you can feel confident knowing that the data delivered has met/surpassed those. These metrics are one of the factors that set us apart from other similar companies and why we have so much confidence in the service.

  
  We completely empathize with how you are feeling and would love to provide you with a delivery date for the data. However, due to the many factors that can affect processing, we are unable to offer an exact timeline. 
  
  We kindly encourage you to review our policies regarding timelines, as we do not guarantee specific delivery times for data, kits, or reports. Please know that repeating a sample is, at times, standard procedure to ensure we deliver data of the highest quality and accuracy. If it meets all of our quality metrics, the results will be delivered to your account and you will receive a notification. If your sample fails to meet quality metrics, we will email you to coordinate recollection. 

  
  We sincerely appreciate your patience as we continue working to complete your sample.

  Customer Answer

  Date: 05/30/2025

  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:

  Prior to purchasing this service, the website quoted 5-8 week turnaround time. After purchase, the confirmation email quoted ***** weeks turnaround time. This is already fraudulent in my eyes. It has now been 19 weeks since they have received my sample. When asking for updates from the business, I receive very generic responses such as "we do not have access to information about your sample" and "is in line for reprocessing," very similar to their response to this complaint. Given their lack of specifics in regard to my request for update, I think that receiving a refund is very reasonable at this point, unless the business can provide specifics about my sample and guarantee a reasonable result time. I have asked for a refund from the business, which they have refused.

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

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

• Initial Complaint

  Date:05/20/2025

  Type:Billing 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 used Nebula once years ago and since then have received multiple charges. I never signed up for an any recurring charges but note they keep charging me repeatedly without any notification through the years. I tried to call their billing and customer service multiple times and no one picks up or responds. After not hearing from customer support after a while, I repeatedly tried to log into my account again to see if I could find any assistance. However, it appears my account was deleted or not on record but I am still getting charged. I have no way of getting any refunds or canceling their charges as I do not use any of their services.

  Business Response

  Date: 05/21/2025

  Hello ******,
  

  Thank you for being a valued Nebula Genomics customer. Our records show that your kit was ordered with an annual subscription. The check out on the Nebula Genomics site indicated that all kits must have a subscription for purchase, and that all subscriptions auto-renew unless otherwise cancelled. Our customer support is provided via our ticketing system; we do not provide phone support. Unfortunately, we were unable to locate any previous correspondence in our system from you regarding your recurring subscription. 
  
  Recently, we launched our DNA Complete platform, which is powered by Nebula Genomics. The original log in page provides a notification for our active users that their account has been transitioned to this new platform, which is where you can access your account data, reports and tools. 
  
  If you cancel, all services remain available through the paid period. You can review our Refund and Cancellation Policy any time at your leisure on our website. For ease, we are attaching it here as well. We encourage you to contact our support team at *********************** if you need further assistance with cancellation.

  Sincerely,

  The Nebula Genomics and DNA Complete Team

• Initial Complaint

  Date:05/19/2025

  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 sent a genetic sample to this company in November of 2024, and the estimated timeline for sequencing completion is approximately 4-8 weeks on their website. I reached out to the only customer support you can reach, which is by email, in March 2025 asking what was happening with my sample since they had it for over 16 weeks. I have been continuously conversing with them since that time and each time they simply claim that the timelines are estimations and there is nothing they can do. When I reached The five month timeline, and I was in need of my genetic testing, I saw testing through a medical school locally and got it back within four weeks. Speaking with the geneticist I worked with in person, they told me that any company that takes more than four weeks is a scam. I requested a refund which they have denied, and they will give me no updates on my data which they appear to have stolen at this point.I paid for this testing in November 2023 for a total of $994.

  Business Response

  Date: 05/29/2025

  Dear Valued Customer,

  We appreciate your continued patience and understanding. It appears that the data from your samples sequencing is currently in queue for review by our technical director. We're committed to providing you with the highest-quality data, which is why we carefully reprocess samples that don't meet our standards during the first round of sequencing. If it meets all of our quality metrics, the results will be delivered to your account and you will receive a notification. If your sample fails to meet quality metrics, we will email you to coordinate recollection.

  Our teams work hard to ensure we only provide the best data possible. We aim to have that delivered to you as swiftly as possible. 

  Sincerely,

  Support Team