Complaints
Customer Complaints Summary
- 92 total complaints in the last 3 years.
- 44 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/19/2025
Type:Delivery IssuesStatus: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: 29th Nov 2024 Amount paid: ****** USD Confirmation: #********** Shipped: 3rd Dec, 2024 Kit Registered: ********* Sample received at Lab: 11th Jan, 2025 Nebula Genomics committed to providing the genome sequencing results within ***** weeks. But currently have received no update or progress as as of 17th May, 2025 which is more than 20 weeks since sending sample. On reaching out to customer support get the repeated reply that sample has arrived at lab for processing but no progress beyond that. Would like expedited processing of the sample and results.Business Response
Date: 05/29/2025
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. Once your data meets our bioinformatics requirements, we'll upload the results to your account and send you an email notification. If there are any issues, we will reach out to discuss the next steps, which may include recollecting samples if needed.
We're excited to share this valuable ******** with you and the insights it can provide. Please don't hesitate to reach out if you have any questions or need more information. Your trust and support mean a lot to us!Sincerely,
Support Team
Customer Answer
Date: 05/31/2025
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 received no status update on my sample kit. Could it communicated to leadership within the company that advertising a shorter time frame than the actual processing time is misleading to customers. Either ********************** could do a better job of communicating updates, notifying customers of delays, advertising a different expected processing timeframe, or ensure the process takes as long as advertised.
Sincerely,
***** ***
Initial Complaint
Date:05/01/2025
Type:Service or Repair IssuesStatus: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 this DNA report from them. I never signed up for a subscription. If I did, I did not know that I signed up for it was some automatic thing on their website. They never informed me that I was going to be charged and now they charge me a year later with no notice for this. They never informed me that I was going to be charged and now they charge me $149.99 and they are trying to tell me Im on a yearly subscription. I knew nothing about this whatsoever! What a scam. I have never even used this at all throughout the year whatever this subscription is for I got one report Reddit dont really even understand it and that was it. I never used any of their service after that.Business Response
Date: 05/02/2025
Dear Valued Customer,
We appreciate you choosing Nebula Genomics for your whole genome sequencing needs. Our service is provided through the processing of your submitted sample and delivery of the data through your subscription. For this reason, a subscription is required for every kit purchase. The subscription details, auto-renewal information, and cancellation policies are all provided at check out.
We are sorry to hear that you have not accessed the exceptional services we provide through your subscription. We encourage you to access your account and explore the services we provide, including personalized reports and genome exploration tools. Your access will remain available through April 30, 2026.Sincerely,
Support Team
Customer Answer
Date: 05/02/2025
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]
I never understood that I was signed up for a subscription so however, that happened I did not do it intentionally. I never once used any service of yours except getting my initial report thats it. You never gave me any notice that you were gonna charge my card. And actually the card you charged was a brand new credit card. The one that I initially bought the report with that card was closed so I have no idea how you even charged this card. I want a refund.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *****
Business Response
Date: 05/02/2025
We provide many opportunities to our potential customers to ensure that they are aware of our subscription policy prior to purchase. As with any purchase, it remains the customer's responsibility to review all policies associated with their purchase. Information on our subscription model and our Refund and Cancellation Policy are always available. Additionally, our customer support team is always available to answer any questions about our services. We make every effort to present all relevant information clearly at the time of purchase. Unfortunately, we cant take responsibility for misunderstandings that arise from information that was available but not reviewed.
We understand that this may not be the outcome you were hoping for. We do hope that you choose to take advantage of the services provided.Sincerely,
The Support Team
Customer Answer
Date: 05/02/2025
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]
I was not aware of any subscription on top of that you charged a card without my permission. The card I used to purchase the report had fraudulent activity and was closed. The card you charged was a new card and I have no idea how you were able to charge that. I will continue to pursue this until you refund me.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *****
Initial Complaint
Date:04/24/2025
Type:Customer Service IssuesStatus: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.
Initial purchase 10/17/2024 1st sample was processed in 8 weeks and got a report that it failedThey sent out a second kit: 12/24/2024 2nd sample shows that it arrived 1/6/2025, but after 15 weeks no progress I was told twice by customer service to confirm my cancelation request, which I did twice, only to then be told by another customer service person that they do not cancel orders. I attached a copy of the emails.I paid $408.94 for the service, 30x whole genome sequencing, a service I have not received Nebula is now shutting down their lab and sending samples out to a third party lab.Due to cash flow problems Nebula is considering a sale of the ********** the meantime, DNA samples that have not been processed yet are being held hostage.*********************************************************************************************************************** Thank you for your help,****** ********Business Response
Date: 04/24/2025
Hello,
As stated in the refund and cancellation policy all sales are final. We can inquire with our team about cancelling the processing of your sample and follow up with an answer on your ticket. There is a typical turnaround time for samples that pass all metrics. Your sample needed to be repeated hence delaying what the typical turnaround time is. It is indicated in our policy we do not guarantee delivery times of kits, data or reports which is linked at checkout prior to purchase in the Nebula Refund and Cancellation policy. We appreciate your trust in us to ensure we provide the most accurate results possible. We also understand your frustration with the extended processing time and your concerns. 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. Once the sample has completed, you will receive an email. I have attached all relevant policies which were available on our website for review prior to purchase. We completely empathize with how you are feeling and would love to provide you with a delivery date for the data. Since there are so many factors that can effects this, we unfortunately do not have that date. Thank you for your patience as we are completing the processing of your sample. Please feel free to reach out to our support team for any further assistance.
Customer Answer
Date: 04/24/2025
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]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ********
Business Response
Date: 04/25/2025
Hello,
We wanted to inform you that the progress bar is currently undergoing updates by our IT team and is not functioning at this time. However, please rest assured that we have acknowledged the status of your sample in our customer support messages and our response to the Better Business Bureau.
We have also addressed your concerns regarding processing and provided our delivery time policies for your review, to help clarify our timelines.
Our team is actively working to complete your sample, and we truly appreciate your understanding as we finalize everything.
If you have any further questions or need assistance, please dont hesitate to reach out to our support team.
Best regards,Nebula Support Team
Customer Answer
Date: 04/30/2025
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:[Your Answer Here]
Where is my DNA sample so that I may call the lab and ask them to destroy my sample.
Nebula's lab is shut down per the most recent quarterly statement.
Thank you,
******
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ********
Initial Complaint
Date:04/22/2025
Type:Delivery IssuesStatus: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.
Missed Turnaround Commitment Nebula Genomics advertises an estimated turnaround time of 12weeks from sample receipt to delivery of results. My sample was acknowledged as received on 13November2024. As of 21April2025 - over 24weeks later - the status in my online portal still shows Arrived at Lab (the second stage) with no progress to DNA extraction, sequencing, or quality control.Lack of Meaningful Updates 24March2025: I emailed support requesting a status update.27March2025: Support replied with a generic message citing processing delays and a promise to notify me when results are uploaded. No specific reason, timeline, or next steps were provided.Since that email, I have seen no status change in the portal and have received no further communication.Potential Loss or Mishandling of Sample The sample appears stuck in Arrived at Lab for almost 6 months, raising concerns that it may have been misplaced or failed QC without proper notification. Nebulas public documentation implies extraction should start shortly after receipt, which clearly has not happened.Business Response
Date: 04/22/2025
Hello,
Thank you for choosing Nebula Genomics/DNA Complete for your whole genome sequencing needs. We appreciate your trust in us to ensure we provide the most accurate results possible. We also understand your frustration with the extended processing time and your concerns. 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.
We completely empathize with how you are feeling and would love to provide you with a delivery date for the data. Since there are so many factors that can effects this, we unfortunately do not have that date. We anticipate having more information in the coming weeks.
Best,Nebula Support Team
Customer Answer
Date: 04/23/2025
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:
My sample was acknowledged as received on 13 November 2024 - more than six months ago. Nebula advertised a 12-week turnaround.
The online portal still shows the sample status as Arrived at Lab (no extraction, sequencing, or QC started).
Nebulas reply offers no concrete timeline or action plan and does not address my prior request for either (a) finalized results within 30 days or (b) a full refund.
Because Nebula has not provided a definitive completion date and has exceeded its own stated deadline by double the promised timeframe, I am now formally requesting a full refund of my purchase price so I can pursue testing elsewhere.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** *********
Business Response
Date: 04/23/2025
Hello,
We do have a typical processing time that we aim to complete a sample. When a sample repeats the process because it does not meet initial quality metrics, it delays processing time. As seen in the attachment, it is indicated in our policy that we do not guarantee delivery times of data or reports. This policy is linked at checkout for full transparency. Our lab team is working diligently on completing the sample. Once your data meets our bioinformatics requirements, we'll upload the results to your account and send you an email notification. If there are any issues, we will reach out to discuss the next steps, which may include recollecting samples if needed.
We're excited to share this valuable ******** with you and the insights it can provide. Please don't hesitate to reach out if you have any questions or need more information. Your trust and support mean a lot to us!Best Regards,
Nebula Support Team
Customer Answer
Date: 04/23/2025
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]
??My sample was acknowledged as received on 13
November 2024 - more than six months ago.
Nebula advertised a 12-week turnaround.
??The online portal still shows the sample status as
"Arrived at Lab" (no extraction, sequencing, or
QC started).
??Nebula's reply offers no concrete timeline or action plan and does not address my prior request for either (a) finalized results within 30 days or (b) a full refund.
Because Nebula has not provided a definitive completion date and has exceeded its own stated deadline by double the promised timeframe, I am now formally requesting a full refund of my purchase price so l can pursue testing elsewhere.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** *********
Initial Complaint
Date:04/14/2025
Type:Product IssuesStatus: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 3 Nebula Genomics kits with lifetime subscriptions: ****** ****** ******** Order #**********, Kit ID **********, $1273.99 ****** ***** ******** Order #**********, Kit ID **********, $1124 *** ***** ******** ****** Order #**********, Kit ID **********, $649 Total: $3046.99 The lifetime subscription included: Regular genomic reports (delivered irregularly, ~1/month), Access to multiple genetic analysis tools, Trait reports, Scientific reports based on peer-reviewed papers, Free ancestry via FamilyTreeDNA (advertised but never delivered), Unlimited storage and access to genomic ******* Nov 2024, I was informed Nebula planned to start charging $20/year. On Nov 2, I emailed support asking to honor my lifetime membership. They confirmed (with screenshots) that all 3 kits had lifetime ********* 2025, Nebula launched DNAComplete, charging yearly fees and announced Nebula would no longer offer new reports or analysis tools. I still have access to past reports, but the key lifetime features are being taken away.On Mar 4, 2025, I asked to be transferred to DNAComplete for free or be refunded. Both requests were denied. They falsely claimed the kits "exceeded commercial value," even though they were sold as lifetime products.This is deceptive. I paid for lifetime access, not 23 years of downgraded service. Others reported the same issue on Reddit (screenshots attached), and one international user already received a full refund via BBB 4 months ago. I also live in *********: **********************************************************************************************************************************: *** ***** ******** ****** DPI: ************* Emails: *************************** / ***************************** As my cards are inactive, I request a full refund, the refund through a method I choose based on the options they will offer, but not to those cards.All screenshots and email proof will be attached.Business Response
Date: 04/14/2025
Thank you for allowing us to address your concerns about your lifetime membership with Nebula Genomics.
First and foremost, we want to reassure you that Nebula Genomics is very much here to stay! The message you saw was sent out in error, and we genuinely apologize for any confusion or worry this may have caused.
As of today, all lifetime memberships are still fully active, and you can continue to enjoy all the reporting features and updates as promised. Your subscription terms haven't changed, and there are no extra fees required to keep your access.
If you have any technical issues or questions about your account, please don't hesitate to contact our customer support team at ************************ We're here to help!
We truly value your membership and appreciate your understanding as we improve our communication and services. Please let us know if there's anything else we can do to help.Customer Answer
Date: 04/14/2025
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:I know Nebula Genomics is not shutting down. That is not the issue. The issue is that your company clearly stated that key features of my lifetime membership specifically the gene analysis tools, the genome browser, and regular report updates will no longer be available. You failed to address this in your BBB response.
You created DNAComplete, a separate company you created to avoid legal responsability but still under "powered by Nebula," bto offer the same services including up to 10 reports per month in the same tier I purchased for the kits (maximun quaility, the most expensive service) at the same price I paid for my lifetime kits. Thats not a coincidence; its an attempt to bypass the obligations of the lifetime agreement with customers like me.
I have emails from your support team stating these features will be disabled in Nebula and that my membership has already "surpassed commercial value" in just 2 years. That is unacceptable and absolutely not what was sold as a lifetime subscription. This is misleading and dishonest.
Will you continue to provide new reports, genome browser access, and analysis tools in Nebula just like you do in DNAComplete (10/month)? If not, then you have essentially stripped the service of its core features while using vague language like as of today, which leaves room for future removals. Like just to give it up a couple of months more for you to dodge any legal responsability from BBB or a lawsuit. Thats not valid nor trustworthy. You did the same thing when you adverstised FamilytreeDNA service/partnership FOR FREE, thing I never got and instead got a ***** partnership WITH EXTRA CHARGES.
I do not agree to this bait-and-switch. If you cannot restore or maintain full lifetime service in Nebula, I demand either:
1. A full transfer of my lifetime membership (with all original features) to DNAComplete, or
2. A full refund via a method I choose, as the original cards used are inactive.
Attached are the images, support emails, and proof of misleading advertising. I expect a clear and specific resolution not vague reassurances.
Sincerely,
*** ***** ******** ******
Business Response
Date: 04/24/2025
Hello,
Thank you for getting back in touch with us. Weve previously addressed your concerns regarding the lifetime subscription, and we encourage you to review our terms and policies for further clarification.
Please note that while we strive to be as transparent as possible, we are unable to guarantee or predict future changes to our business model.
If you have any additional questions or need further assistance, feel free to reach out to our support team at *********************** we're happy to help.
Best regards,Nebula Support Team
Customer Answer
Date: 04/26/2025
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:"Weve previously addressed your concerns regarding the lifetime subscription, and we encourage you to review our terms and policies for further clarification."
No, you have not. I asked you clear yes-or-no questions with transparency:
"This evasive communication suggests you are intentionally delaying and avoiding a direct response in order to buy time until your customers can no longer take legal action. Therefore, I demand clear and legally accountable answers to the following five questions:
1. Files, FastQ and BAM files Will my access to download these files be restored? Yes or no, as these were removed from a service I purchased with lifetime access.
2. Genome Browser Will this feature be removed in the future? Yes or no. If there are internal discussions, pending decisions, or potential plans to do so, disclose them now.
3. **** Explore Tool Will this feature be removed in the future? Yes or no. If there are internal discussions, pending decisions, or potential plans to do so, disclose them now.
4. Reports Will new reports continue to be released? Yes or no. How frequently? *********** offers 10 reports per month under its highest-tier plan, which matches what I paid for in Nebula Genomics under the promise of frequent reports., is the same tier I have. Please state clearly whether Nebula will match this or if you have discontinued this aspect of the service and how frequent.
5. Legal Guarantee To avoid this "as of today" or "for the time being" shenanigans, is Nebula Genomics and/or DNAComplete willing to issue a signed letter under penalty of perjury to the BBB, clearly stating that none of the features mentioned above will be changed or removed for lifetime members? If so, I will close the BBB case. If not, I request a full refund with a method of my choosing, as this would confirm that your intention is to continue removing services after delaying with evasive answers.
Anything less than complete transparency and legal accountability is further evidence of a breach of contract and deceptive business practices. I am documenting everything. I expect a full and direct response."None of the questions here are addressed in your response. Your response is, "Weve previously addressed your concerns regarding the lifetime subscription, and we encourage you to review our terms and policies for further clarification." That is not an answer, which confirms what we have been discussing: you want to buy time while silently removing features from my Nebula account, like BAM files and FASTQ files, which were available when I purchased MY LIFETIME subscription and are no longer available.
It is your obligation as a company to answer and be clear about your customers' money and not steal from them by changing the terms and policy and silently removing features while avoiding legal responsibility. I want a straight answer to the five questions above by a supervisor or your legal representative, or a full refund no more delays, no more vague, non-answering turnarounds for me to drop the case with the BBB."Please note that while we strive to be as transparent as possible, we are unable to guarantee or predict future changes to our business model."
Oh, so basically you are telling me: "We cannot be trusted, we dont know how to manage our business." Sorry, that is not my problem. Nebula should be accountable for what WE purchased FOR LIFETIME, especially with three lifetime 100x kits of over $3,000 value. DNAComplete then must also not be reliable. I want a guarantee for ALL the services and products I paid for or a full refund.
You have already removed several services like my FASTQ and BAM files. And no, I do prefer to keep communicating with you guys via the BBB this way this conversation will remain public and be seeing by your clients and affect both Nebula Genomics and DNAComplete in their BBB score because you are scamming people.
Sincerely,
*** ***** ******** ******
Initial Complaint
Date:04/07/2025
Type:Delivery IssuesStatus: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 2 Ultra Deep Whole Genome Sequencing kits & 2 Nebula Explore Reporting Membership for 3 years + Price Lock with ******************* from NebulaGenomics with order #**********, and DNAComplete had me use a new email ***************************** for that websites account. I ordered everything on November 16th, 2024. The kits, ********************** were received back at the lab November 27th, 2024. Nebula closed February 4th, 2025. The ***** week timeline given by both Nebula and now DNAComplete was up February 19th, 2025. It has now been 20 weeks the labs have had the kits.Business Response
Date: 04/08/2025
Tell us why here...Hello *******,
We are aware of dispute you have entered for your kits. The kits are delayed due to being repeated which can happen during sequencing . It is a standard process. It does indicate in our refund and cancellation policy we do not guarantee delivery times or issue refunds for delayed data or reports. Our team is working on processing repeated samples and getting your reports to you while maintaining accuracy and following strict quality measures.
Once your data meets our bioinformatics requirements, we'll upload the results to your account and send you an email notification. If there are any issues, we will reach out to discuss the next steps, which may include recollecting samples if needed.
We're excited to share this valuable ******** with you and the insights it can provide. Please don't hesitate to reach out if you have any questions or need more information. Your trust and support mean a lot to us!Sincerely,
Nebula Support Team
Initial Complaint
Date:03/31/2025
Type:Service or Repair IssuesStatus: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 the free trial of the subscription service several months ago and decided that I wasn't interested in continuing with the service so I canceled before the free trial ended. Despite this, I have received multiple charges. I even reached out to customer support. After not hearing from customer support after a while, I attempted to log into my account again to see if I could find any assistance. However, it appears my account was deleted but I am still getting charged.Business Response
Date: 04/01/2025
Hello *****,
We appreciate you bringing this to our attention. Regrettably, we have been unable to locate prior attempts to contact our support team about this. We are happy to help resolve it. We were able to locate the root cause, which was a subscription duplication. We have cancelled this to ensure no further charges will be incurred. Additionally, we will be initiating a refund for those undue charges. We apologize for the inconvenience and appreciate the opportunity to make it right. Please do not hesitate to reach out to our support team at any time at ********************************** or **************************************.
Best,
Support Team
Initial Complaint
Date:02/03/2025
Type:Order IssuesStatus: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.
1. Date of Transaction: June 22, 2023 2. The amount of money you paid the business: USD ****** 3. Amount Paid to Ship Their Kit Back to Them: Approximately USD ***** 4. What the business committed to provide : Ultra Deep 100x Plus Lifetime Subscription 5. What nature of the dispute: Breach of Contract and Deceptive 6. Whether or not the business has tried to resolve the problem: Not yet. However, prior to removing the notice from their website, they stated they have until February 4, 2025, to address the issue. They indicated the following will occur after that date:- After this date, Nebula will no longer support memberships or store ********** You will need to download your data by 04/Feb/2025 if you do not transition to *********************** not transitioned to DNA Complete may be permanently deleted after this deadline.Business Response
Date: 02/05/2025
Dear Nebula Subscriber,
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.Best,
Customer Support
Customer Answer
Date: 02/05/2025
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:Nebula Genomics cannot suddenly change its terms in a way that affects the promised services for the Ultra Deep 100x package and lifetime subscription plan.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ********
Business Response
Date: 02/20/2025
Dear *******,
We hope this message finds you well. Thank you for sharing your thoughts with us. We value your feedback and want to address your concerns regarding the Ultra Deep 100x package and your lifetime subscription. We understand that when you sign up for the lifetime subscription, you expected access to various tools and features. Our Terms of Use indicate that services may evolve. We assure you that your Ultra Deep 100x sequencing data is safe and securely stored. The initial communication about a potential shutdown was based on early business decisions that were later adjusted. While some data analysis tools have changed, you can still access your raw sequencing data and reports, which we are committed to maintaining.
We understand you have requested a refund; however, as stated in our Terms of Use, refunds for lifetime subscriptions are not offered, as your access to essential services like data and reports remains intact. To help resolve your concerns, we offer discounted access to DNA Complete, which could enhance your genomic analysis experience. You can reach out to our team at ************************
We appreciate your understanding.Sincerely,
Nebula Support Team
Initial Complaint
Date:01/30/2025
Type:Service or Repair IssuesStatus: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.
Nebula Genomics advertised a lifetime subscription with purchase of a DNA genomic testing kit. I purchased this lifetime subscription with test in August 2024. Nebula Genomics has sunset the lifetime subscription, is no longer proviidng DNA genomic testing, and is now merging with DNA Complete. Nebula Genomics will no longer be providing services or access to their reports - which I purchased through my lifetime subscription - starting Feb. 4, 2025. Kit Registered: ************ complaints are as follows:1. Lack of notification: Nebula did not provide any warning to lifetime subscribers that this sunset was happening. 2. Breach of contract, breach of good faith and fair dealing: I was sold a lifetime subscription, and then Nebula Genomics unilaterally nulified it by transitioning to DNA Complete without giving me the option to have an account. 3. False advertising and misrepresentation: Nebula Genomics pitched that this was a lifetime membership. I have had the service less than a year. The Refund and Cancellation policy does not have recourse for customers in this situation.Requested resolution:1. Full refund of the $553.95, the cost of the lifetime subscription. 2. Delete all of my genomic and reported research data and any stored biological samples from Nebula Genomics, its owners, subsidiaries, and affiliates.Business Response
Date: 02/05/2025
Dear Nebula Subscriber,
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.Customer Answer
Date: 02/05/2025
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 response is non responsive. The discontinued services were a part of the advertised lifetime subscription. I reiterate my request for (1) immediate refund, and (2) deletion of my data
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *****
Business Response
Date: 03/18/2025
Thank you for allowing us to address your concerns about your lifetime membership with Nebula Genomics.
First and foremost, we want to reassure you that Nebula Genomics is very much here to stay! The message you saw was sent out in error, and we genuinely apologize for any confusion or worry this may have caused.
As of today, all lifetime memberships are still fully active, and you can continue to enjoy all the reporting features and updates as promised. Your subscription terms haven't changed, and there are no extra fees required to keep your access.
If you have any technical issues or questions about your account, please don't hesitate to contact our customer support team at ************************ We're here to help!
We truly value your membership and appreciate your understanding as we improve our communication and services. Please let us know if there's anything else we can do to help.
Best regards,Nebula Support
Customer Answer
Date: 03/19/2025
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:[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *****
Initial Complaint
Date:01/29/2025
Type:Billing IssuesStatus: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.
Paid roughly two thousand dollars to sequence me and both of my parents with lifetime subscriptions. Now my data will be deleted unless I pay an additional $200 for each account to transfer the data to the new company. I feel scammed and I wish our lifetime subscriptions were honored.Business Response
Date: 02/05/2025
Dear Nebula Subscriber,
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.
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