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:01/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent somewhere around or above two thousand dollars total getting myself sequenced and my parents sequenced on nebula genomics. This includes LIFETIME SUBSCRIPTIONS. Now all of our data will suddenly be erased because I don't pay an additional $200 subscription for the three accounts to transition them to DNA complete. I feel cheated.

  Customer Answer

  Date: 02/27/2025

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

• Initial Complaint

  Date:01/29/2025

  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.

  In January 2021, I purchased a full genome DNA test from Nebula Genomics, along with a lifetime subscription for ongoing access to my ********* weekly updates on traits and health concerns, and ************* through Family Tree DNA. These features were inconsistently deliveredweekly updates were sporadic, and the ************* was never provided despite being a key reason for my purchase. Communication with the company has been poor, with significant delays or no responses to my inquiries, and my initial DNA results were months late.Recently, I was unable to access my ******** due to an error message. After multiple unsuccessful attempts to contact the company, access was eventually restored. However, I was informed that Nebula Genomics is shutting down and transitioning to a new platform, ***************, requiring an annual fee of $99 USD. I was warned that unless I migrated to this platform, my ******** would be deleted by February ******* a lifetime subscriber, I believe Nebula Genomics is circumventing its contractual obligations by dissolving their original company and imposing new fees. I am also skeptical about their claim that my ******** will be deleted, suspecting it may continue to be used or monetized without my consent. This lack of transparency and accountability is unacceptable, and I am deeply disappointed by their handling of this matter. Considering that one of the key selling points of this company was that we owned our ******** when tested through them, for them to withdraw access and threaten to delete our DNA raw data is tantamount to theft.

  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:

  I am not satisfied with the response provided by Nebula Genomics. When I purchased my lifetime subscription, it explicitly included access to the genome browser and gene analysis tools. However, the company now asserts that these features are no longer part of the lifetime subscription they continue to offer to existing customers.
  
  Additionally, a key factor in my decision to have my DNA sequenced by Nebula Genomics was their stated partnership with ***************, which was expected to provide ancestral resources. Despite years of waiting, this promised feature has never been delivered.
  
  While Nebula Genomics appears to have adjusted its stance on data deletion in response to customer concerns, restricting access to critical features amounts to a significant reduction in the service I originally paid for. This approach seems to be an attempt to appease customers while still pressuring them to subscribe to DNAComplete.
  
  Unless Nebula Genomics is willing to honor its original commitment by providing free, lifetime access to DNAComplete, I request a full refund for the amount I paid for this service. In that case, they may permanently delete my data, and I will consider the matter closed.
  

  
  

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

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

  Business Response

  Date: 02/20/2025

  Hello,

  Thank you for contacting us with your concerns. We appreciate the opportunity to clarify a few points regarding your lifetime subscription and the services provided by Nebula Genomics. We assure you that your lifetime subscription allows you continued access to your reports and genetic data.  As detailed in our Terms of Use, our services can change occasionally. We understand you want free lifetime access to DNAComplete or a full refund. While we can't offer complimentary access to DNAComplete, we are extending a notable discount to our existing subscribers to help you continue gaining genomic insights. We truly value your feedback and are dedicated to finding a solution that meets your needs. Please reach out to us at *********************** to let us know how you'd like to proceed. 

   

  Sincerely, 

  Nebula Support Team

• Initial Complaint

  Date:01/29/2025

  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.

  Hi!I bought a DNA test from Nebula Genomics (Now rebranding as DNA complete). I had a Lifetime subscription chosen when I bought it. When entering the website a week or two ago we were met with a message that stated that our Data was gonna get deleted on February 04, 2025. And that we either saved it or migrate to their new service/rebranding for a fee. It's outrageous, this company has been a deception after deception. I have emailed them and haven't got a response and we are just a few days away from my data being deleted. Also I didn't received any notification that this was going to happen, I was met with the info after another customer told me this happened when they tried to enter the webpage.I want to be reimbursed for my Lifetime Subscription fee. I'll attached the email confirmation from when I ordered the kit. Thanks!

  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 business has not been accountable for their actions. They are basically saying that they changed the rules of their services after we paid for an specific service and then complaint after said service would no longer be honored. That service included the things that they just replied where no longer available like the genome browser or genome analysis and others.

  Basically they will just retain our data after saying they would delete if we didn't upgrade for a fee (The screenshots perfectly stated their intentions without ant room for misunderstanding). That is not a misunderstanding that is just false statement on their behalf. The service should be honored or reimbursed, they attempted none with this resolution and by just keeping our data they put in jeopardy my privacy given they already face legal repercussions in a class action lawsuit (Case: ************* ******** ** ****** ********* ***. et al. ****** October 10, 2024) where it alleges Nebula Genomics faces shares customers genetic testing results with third parties without consent.

  They haven't offered us a refund on our fees, or a free migration to their "new" branding or have made any attempts of reparations. This is not the first time Nebula fails to honors what they have advertised as they have in the past exceeded their promised timeframes for delivering results.
  

   

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

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

  Business Response

  Date: 02/11/2025

  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.
  As a valued Nebula subscriber, we are excited to offer you an exclusive discounted upgrade to our brand-new DNA Complete product! This upgraded experience includes:
  Hundreds of DNA reports
  A brand-new ancestry reporting platform
  Genetic tools
  New reports provided regularly
  Access to ****************** and much more!
  This special discounted upgrade offer is available only to active Nebula subscribers. Dont miss out on this opportunity to gain even deeper insights into your DNA.
  We will provide more details on the upgrade process in the coming days. If you have any questions, feel free to reply to this emailwere happy to help!

• Initial Complaint

  Date:01/28/2025

  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 am writing to warn others about Nebula Genomics AND DNA Complete, due to a series of concerning issues regarding their service, particularly surrounding the termination of ******** file storage. Recently I logged in unprompted, where I discovered an announcement that they are shutting down the current Nebula website without providing any written email notice. To make matters worse, the announcement said you would have to pay for a new subscription on DNA Complete and transfer your data, otherwise it would delete important stored genomic data, potentially leaving me with no opportunity to act had I not logged in sooner. This would have meant a complete and permanent deletion of the ******** I paid for. This lack of communication is unacceptable, especially given the sensitive nature of genomic data. As a customer, I believe it to be unethical to be blindsided by such significant changes to a service that I have relied upon. To put it into perspective with a bigger company: imagine ****** prime deleted every movie you have ever paid to own because you failed to sign up for their new service before the date they announced- a date that was never once announced to you in an email. I believed that I was choosing a reliable genomics company when I signed up, but this experience has led me to question their commitment to customer service and data security. I would caution potential customers to think twice before engaging with Nebula Genomics and DNA Complete until they improve their communication and transparency. I demand better from a company that claims to be at the forefront of genomics. Adequate customer service is not just an expectation; it is a right. If Nebula Genomics wishes to maintain credibility in a competitive industry, they must first address these serious shortcomings.

  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: 02/06/2025

  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 response received is in direct contrast with statements from their own website ************************** on Jan 22 2025. The response states Nebula Genomics is not shutting down, and that ******** will continue to be stored securely. The screenshots I have from their website say and I quote word for word:

  "Action Needed: Nebula Genomics is shutting down in 12 days."

  "What does this mean for you?"

  "Nebula Genomics will shut down on 04/Feb/2025"

  "After this date, Nebula will no longer support memberships or store ********."

  The collection kits and lifetime membership fees for sequencing do not come at a low cost. My family and I have invested thousands of dollars into a service we once trusted and enjoyed having. Now it is strained by a companies dishonestly and confusion to it's customers. It is not only my family but countless others who I know have paid similar amounts for their data. How many dollars does a business have to collect from its customers before it recognizes they deserve honestly, transparency instead of confusion, and accountability for missteps instead of more dishonesty in response. I know we would have been happy to transition FOR FREE to a new service had Nebula been honoring lifetime memberships and transitioning them to DNA complete that way. It would have only been right to have a lifetime membership that cost HUNDREDS of dollars to obtain be honored. But instead they misled in an attempt to force customers that have already shelled out their money once to upgrade and transfer to the new service with confusing and intentionally misleading language and calls to action on their own website. I would like a complete refund for all lifetime membership fees, as I can no longer trust this company to honor them according to their own websites statements of "After this date, Nebula will no longer support memberships...." I think all customers that once purchased a lifetime membership from Nebula should have their purchases either refunded or honored without cost on the new platform. Those are my very basic expectations from this company.

  Sincerely,
  
  *** *****
  
  
  
  
   

  
  

  Business Response

  Date: 02/20/2025

  Dear **** 
  

   

  Thank you for taking the time to share your concerns with us. We understand the frustration caused by recent changes to our service and appreciate the opportunity to clarify.  The initial communication about a potential shutdown was based on early business decisions that were later adjusted. After receiving extensive customer feedback, we have continued supporting access to your stored ******** and reports. Your lifetime membership remains active, allowing you to access your stored genetic information and reports. Please note that, according to our Terms of Use, specific features, like the Genome Browser and analysis tools, were offered as additional services and may be subject to change. 
  Regarding the transition to DNA Complete, while we cannot provide complimentary transfers, a significant discount for existing members has been offered to ensure you continue to receive value. DNA Complete is a separate and enhanced platform with expanded features. Concerning your request for a full refund, as stated in our Terms of Use, refunds are not available for lifetime memberships since core aspects of the service remain accessible. We are committed to maintaining transparency and ensuring customer satisfaction. Please let us know if you would like to explore alternative options for continued access or request permanent deletion of your genetic data. 
  We appreciate your feedback and are here to work toward a solution that best meets your needs. 

   

  Sincerely, 

  Nebula Support Team

• Initial Complaint

  Date:01/27/2025

  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 paid for a lifetime membership to my genetic data *which was forced upon users purchasing the kit by Nebula* (you could not get a kit without a membership.) I've had my genetic data for about a year and a half now, and the company has decided to shut down so they can create an exact clone of their former company (Nebula.) This switch wouldn't have been a problem, if they weren't demanding 2$ per WEEK just to transfer our genetic data that we have already paid for + have a lifetime subscription to. This company is deleting everybody's genetic data that they paid hundreds of dollars for in a week, with absolutely zero warning to their userbase. No email, no nothing. It was only briefly mentioned on their website for about a month, then more prominently in the past few weeks (so anybody who hasn't opened Nebula in a month and a half will end up having everything they paid for wiped.) This is absolutely vile behaviour from a company that people are using to get information about their health. I had to go into debt to get this kit, and I not only didn't receive half of what Nebula promised, but now I'm somehow having to be responsible for storing a 70gb file on my smartphone and lose all sequence features because Nebula decided to be greedy scumbags. And I paid hundreds of dollars for this? Just for a year and a half of utility? For a lifetime subscription? Absolutely the **** not. I want a refund as this service has been nothing but false advertising throughout the entire process. Nebula does not deserve to keep our money when they've flat out scammed thousands of people.

  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.

• Initial Complaint

  Date:01/27/2025

  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 lifetime membership from Nebula in May 2023 for approximately $600. At the time, Nebula advertised and promised a permanent subscription to all their reporting features. Now, less than two years later, they are shutting down Nebula Genomics entirely and forcing all customers to subscribe to a completely new service (DNA Complete) with an additional recurring fee. No notice was ever directly sent to me or other lifetime members before these abrupt changes. I discovered this after logging into my account and seeing a banner that they are transitioning the service. This effectively strips me of the unlimited reporting features and updates I was guaranteed for life. Nebulas updated policies offer no real compensation or grandfathering for existing lifetime memberships, and theyre essentially cancelling the product I paid for, in violation of their original promise.Breach of Contract: I paid for a lifetime membership, but the company is unilaterally nullifying that agreement.Deceptive Marketing / False Advertising: Nebula advertised lifetime access but is now retracting it well before lifetime has elapsed.Lack of Communication: They never reached out to lifetime subscribers before pulling the plug on the service, showing disregard for loyal customers.Unfair/Unjust Practices: They want me to pay for a new subscription to get what I already paid for.Honor the Lifetime Subscription: Nebula must either provide ongoing equivalent benefitsmeaning the same level of reporting and updates for life, at no further costor Full Refund: If Nebula cannot or will not honor the original lifetime agreement, they should issue me a full refund of $600.I believe this behavior is deceitful, and I am bringing it to the BBBs attention in hopes the business will resolve it equitably. I am also exploring other avenues (such as filing with my states Attorney General or pursuing a legal remedy) should they fail to address this complaint satisfactorily.

  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.

• Initial Complaint

  Date:01/27/2025

  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 purchased a Nebula Genomics *** testing kit with 30x sequencing coverage back in 2022. The *** sequencing service provided and online analysis tools were all fine. Recently though, Nebula genomics announced they are shutting down in early February 2025. This announcement was only made on their website, there was no email sent to me as a customer. They are offering to upgrade to *** complete, which now costs a subscription fee of $99.95 per year. They have offered no explanation as to why they are shutting down and whether they will provide any further support for customers that have a lifetime membership. Furthermore, I bought a similar kit for my son and purchased a 3 year subscription, which I've had for less than a year. Similarly, they are not refunding any of the money paid upfront for their services.

  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.

  
  

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair 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.

  In April 2023, I purchased the 30x Whole Genome Sequencing with a Lifetime Subscription. They are now rebranding and requiring Nebula subscribers to sign up for a new subscription (which are monthly plans and no lifetime option) or lose access to our data and reports that we already paid for. I never received a notification of this change, and I never received an updated terms and conditions. I found out this was happening by clicking on an email link from Nebula, and it routed to the new site rather than my portal. The new site also says "powered by Nebula" and the about us lists the same founder, so it seems as though they have not been bought or went out of business or anything. So this really feels like we've been scammed, and we should either be refunded for the cost of the lifetime membership or given lifetime access to the new site.

  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 website clearly stated that it would be shutting down on Feb 4th, so can they confirm they have changed their mind on that versus telling us something that isn't true? 

  Also, I mostly used the analysis and browser tools, so this still doesn't help me much.  It's basically backup storage for my files, which I don't need.  This level of access is not what I paid for.

   

  
  

   

  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: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  If I am reading the resolution note correctly, this means they have withdrawn plans to shut down the analysis/browser tools per one of the last notes.  ********** is discontinued in the future I will be filing a new complaint.
  
  Sincerely,
  
  ********* ****
  
  
  
   
  
  

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a lifetime subscription from Nebula Genomics, which clearly outlined that the platform would save my data and allow unlimited use of their tools going forward.This week I found that Nebula would be shutting down on 04-Feb-2025 at which time it will "no longer support memberships or store ********** and that they are transitioning to a new platform - "DNA Complete", and that any data not transitioned (via new paid subscription) to this platform will not be retained or accessible. I was not notified about this by the company, I happened to see it on social media.The DNA Complete platform clearly outlines it is powered by Nebula Genomics, so requiring me to purchase a new subscription to this is unfair and seems like it is not honouring what I purchased.I emailed both Nebula Genomics and DNA Complete via their help pathways to inquire about transitioning lifetime membership but have not received a response, and there is no incentive for the company to reply before the platform shuts ******* desired resolution is for the lifetime subscription I purchased for Nebula services be honoured on DNA Complete "powered by Nebula Genomics".

  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: 02/06/2025

  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:

  [Your Answer Here]

  While the company has obviously backtracked their original statement that they would be deleting data and shutting down the site, they have still not honoured what as in the lifetime membership package they originally sold me - for example, ongoing access to the genome browser. 
  Access to the genome browser was why I chose to purchase the lifetime membership over a similar product from another company.

  This seems like a blatant attempt to avoid providing lifetime membership purchasers with what they paid for and pushing them to buy the same thing (again) from their new DNA Complete platform. 

   

   

   

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

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

  Business Response

  Date: 03/18/2025

  **** 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: 03/18/2025

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

  Thank you for pursuing this; I really appreciate having the features restored to me.
  
  Sincerely,
  
  **** ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/23/2025

  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.

  I purchased a lifetime membership from Nebula Genomics on 30/10/23 (Order #**********) for $450. This membership was marketed as providing unlimited access to reports and secure ******** storage for life. Recently, Nebula announced it will shut down on February 4, 2025 and will change to a new company DNAcomplete with the same CEO and Board and everything **** lifetime membership Now is$2 a week or $104 a year. I received no email notification of this, nor was I informed that all my genetic dataon which I had spent hundreds of dollarswould be permanently deleted unless I paid additional fees to transition to their new platform, DNA Complete.When I initially purchased the service, the lifetime subscription was mandatory to proceed with my order. Or the pricing for the test would be more. The service also claimed free shipping, but I was forced to pay customs fees and return shipping costs, further adding to the hidden expenses. The data is nearly impossible to use without their proprietary software, which is now behind an additional paywall.The company marketed their sequencing as being performed in the ***** yet shipping records and inquiries with other customers revealed that genetic data was sent to ******* and ***** (specifically ******* Genomics Institute). This raises concerns about transparency and data security, especially as they failed to disclose this in their terms.I request that Nebula Genomics and DNA Complete honor my lifetime membership without requiring further payments. Alternatively, I request a full refund of $450 and assurances that my genetic data will be securely stored and accessible. I also seek compensation for the stress and costs incurred due to their lack of transparency, hidden fees, and false advertising.**************************************************************************************************************************************************************************************************** *********************************************************************************************

  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: 02/07/2025

  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:

  Dear Reader,
  I purchased a lifetime membership with Nebula Genomics for $450, which promised unlimited access to reports and secure DNA storage. However, Nebulas recent actions constitute successor company fraud, breach of contract, and unethical practices,
  
  including:
  Threat of Data Destruction (Now Denied): Nebula initially announced that customer data would be permanently deleted unless transitioned to DNA Complete by February 4, 2025, pressuring customers to pay additional fees. A subsequent email now denies that Nebula was shutting down or threatening data destruction, claiming instead that it was merely a policy change. This reversal appears to be a response to complaints and does not align with Nebulas prior communication materials.
  
  Unsafe and *************** Handling: Despite claims of U.S.-based sequencing, evidence shows genetic data was sent to ******* and ***** (Beijing Genomics Institute) and potentially other unknown entities. Nebula has failed to disclose or provide adequate safeguards for this data, raising significant privacy and security concerns.
  
  Data Reselling Allegations: Nebula Genomics is currently facing a class-action lawsuit filed by ***** & *****, alleging unauthorized sharing of genetic data with third parties, including Meta, *********, and ******, in violation of the Illinois Genetic Information Privacy Act. This directly impacts my concerns about how my genetic data has been handled and shared without my consent.
  
  Duplicate Features in DNA Complete: DNA Complete is marketed as an "upgrade" while offering features already included in my lifetime membership, such as ancestry tools and genetic reports, effectively charging customers again for services they had already purchased.
  
  Loss of ****************** Tools such as Genome Analysis and the Genome Browserkey components of my paid membershiphave been removed without compensation or justification.
  
  Requested Actions
  Issue a Full Refund: As I no longer trust the company, I request a full refund of $450 for the breached lifetime membership agreement.
  Delete **************** I demand that my genetic data be permanently deleted from Nebulas systems and from any third parties, including BGI, ****, *********, ******, genomic processing companies, and any other unknown entities.
  
  Provide Written Confirmation: Confirm in writing that my data has been deleted and provide a detailed list of all third-party entities that had access to it.
  Failure to Resolve
  If this matter is not resolved promptly with a refund and deletion of my data, I will assist the ongoing ***** & ***** class-action lawsuit against Nebula Genomics. This lawsuit highlights serious violations of data privacy laws and contractual obligations, which align with my concerns about the mishandling of my genetic data and the breaches of my original lifetime membership agreement.
  I expect a detailed response addressing my concerns and a resolution within a reasonable timeframe.

   

   

   

   

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

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

  Business Response

  Date: 02/20/2025

  Dear ******, 
  

  Thank you for taking the time to share your concerns with us. We genuinely appreciate the opportunity to talk about your lifetime membership, data privacy, and the actions you're considering.  Your lifetime membership is still active, and you can access your stored genetic data and reports. However, as outlined in our Terms of Use, some features like the Genome Analysis and Genome Browser were additional tools that weren't guaranteed to be available indefinitely. We understand how valuable these tools are, and we're sorry for any disruption this may have caused. 
  Your privacy is essential to us. We want to reassure you that Nebula Genomics has never shared or sold your genetic data to  to any third parties. We want to reiterate our unwavering commitment to data security. With Multi-Factor Authentication, annual top-tier penetration testing, and continuous security enhancements, we tirelessly work to keep your genetic data safe. Your information is securely stored with us, and we adhere to all relevant privacy laws and regulations. If you wish to proceed with the permanent deletion of your genetic data, we can facilitate that request for you. You can contact our support team directly with that request at ************************ Once confirmed, we'll ensure your data is removed from our systems and provide you with written confirmation of the deletion. We've received your request for a full refund of your lifetime membership. While we understand your reasoning, our Terms of Use state that refunds are not possible since core aspects of the service, like data storage and report access, are still active.  
  We truly value your feedback and want to find a way forward together. Please let us know how you'd like to proceed regarding your data deletion request or if you'd like to explore other options for continued access. 

  Customer Answer

  Date: 02/21/2025

  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:

  [Dear Nebula Genomics & BBB,
  Thanks for your response, but Ive reviewed the ********* Terms of Use (from the date which I made my purchase), and some of your claims don't line up.
  
   Removal of Genome Analysis and Genome Browser
  You said these were "additional tools that werent guaranteed to be available indefinitely," but theres nothing in the Terms of Use that actually supports this. The closest thing is:
  "Nebula may update its technology, analysis, and reporting at its sole discretion, without prior notice to you."
  That says you can update the service, but it doesnt say you can remove core features entirely. Theres a big difference between making improvements and stripping out the tools people paid forespecially when those tools are still available under DNA Complete.
  I get that services evolve, and if this was about adding new features while retiring old ones, that would be one thing. But if youre still offering Genome Analysis and Genome Browser under DNA Complete, then its not a case of outdated techits a case of charging twice for the same thing.
  If this was never meant to be a permanent feature for lifetime members, it should have been clearly stated at the time of purchase, which it wasnt.
  
  Refund Policy vs. Service Downgrade
  You said "our Terms of Use state that refunds are not possible," but that policy is based on the assumption that the core service remains intact. The refund clause in your Terms states:
  "The lifetime subscription guarantees access to the updates in the Nebula Explore report for as long as those updates are available and offered by Nebula. If the Nebula Explore updates are terminated, then the Lifetime subscription will be cancelled with no refund."
  So by your own wording, if the updates are no longer available, then the membership is void. The only reason people accepted the no-refund policy was because they expected to keep the services they paid for. Since those services have been removed (or paywalled under DNA Complete), that expectation is no longer being met.
  Im not saying you have to refund everyone, but its fair to expect some form of resolution, whether thats restoring the tools or offering a refund for those who feel theyre no longer getting what they paid for.
  
  Data Sharing & Retention
  You said "Nebula has never shared or sold your genetic data to any third parties." But your own Terms state:
  "At its discretion, Nebula may use third-party laboratories to perform DNA extraction, sequencing, and data analysis. By returning a sample kit, you acknowledge and agree that Nebula may provide the sample to such third parties for DNA extraction, sequencing or data analysis."
  That sounds a lot like data sharing. If the Terms explicitly allow it, then saying you "never" shared data with third parties isnt entirely accurate.
  I get that data has to be processed somewhere, but people deserve to know exactly who has handled their data and whether it has been stored externally.
  Additionally, while youve said I can request data deletion, the Terms also say:
  "Nebula will delete all of your personal information including your genomic data from its records except for the information that is required to retain under applicable law. For the most part, this means anonymized information stored in large aggregated data sets."
  This raises a couple of concerns:
  Does "deletion" mean total erasure, or just de-identification?
  Does Nebula have control over whether third-party labs (like BGI) have retained copies?
  If Nebula truly never shared or stored my data externally, this should be easy to clarify. But if it was processed by *** or other labs, Id like confirmation that they no longer have access to it.
  
  Path to Resolution
  Look, Im not trying to be unreasonable. I understand that companies evolve and that policies change, but there has to be some form of accountability when those changes directly impact what people have already paid for.
  If Nebula is willing to restore the features that were removed, then Id be happy to continue using the service. If not, then given the circumstances, I believe a refund is the fairest outcome and I'll stop badgering.
  For my data, I just want a clear statement of what was shared (if anything), and confirmation that it has been fully deleted, including from any third parties.
  Im open to a fair resolution, but if this isnt addressed properly, Ill have no choice but to escalatewhether thats through the ***** & ***** class action lawsuit or other consumer protection avenues.
  Let me know how youd like to move forward.
  ]

   

   

   

   

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

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

  Business Response

  Date: 03/20/2025

  Hello ******,

  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,  

  Support Team