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:03/04/2024

  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 bought my nebula genetic testing and the first kit had issues after several months so I had to redo it. They received this kit in October and I still have not gotten my results. When I email them I get very vague responses saying they cant give me a time time and results are available in ***** weeks despite the fact its been way longer already. They wont give me an answer on when I will get my results and are vague about why they are taking so long.

  Business Response

  Date: 03/12/2024

  Dear Valued Customer,

  Thank you for contacting **********************. We empathize with your frustration about the delay in processing your sample. We aim to provide excellent customer service along with top tier DNA data. While our average processing time is ***** weeks, this is applicable when a sample meets all of our quality metrics. Since your sample required additional processing after not meeting those metrics, it extended the time. Your sample continues to move forward in processing and we hope that we can issue your results and reports to your Nebula account soon. On the chance that these additional measures do not bring your sample up to meet or exceed our metrics, you will be contacted via email. We appreciate your continued patience and having you as a customer. 

  Sincerely,

  The Nebula Genomics Team

  Customer Answer

  Date: 03/15/2024

  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 still have not received my results and I dont want to close my complaint until I have them

   

   

   

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

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

  Business Response

  Date: 03/26/2024

  Hello, 

   

  We delivered your report to you on 03/23/2025. 

• Initial Complaint

  Date:02/29/2024

  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 paid for the most comprehensive test I could get, as I've spent over ten years trying to get my medical situation properly diagnosed and treated, yet doctors continue to be confused about what could possibly be wrong. I feel the answer lies in my genes, so I paid out of pocket for this test. I sent in my DNA in mid October 2023. In late December, I requested an update and was told my results were in the ** phase. January 9th 2024 I asked for another update, as the tracker on my account still simply says "sequencing"... I did not receive any reply to that email. Last week I sent another follow up requesting information on the status, noting it has to be past the expected timeframe to receive results. I did not receive a response to this either.Today I sent another email but I am not very hopeful at this point. I feel as though I have been ripped off - I do not have results after 4 months of waiting, and I'm out $1k or more. At this point it's probably too late to report to my bank, but I'm hoping this review will get them to either refund me or speed the process along so I can have my results. Or both would be great but I'm not going to hold my breath.If I had known it would take this long, I would have used a different company. I have not heard from them since January 9th and I'm getting extremely frustrated.

  Business Response

  Date: 03/26/2024

  Dear Valued Customer, 

  We understand the frustration you have felt regarding the processing of your sample taking longer than expected. We have investigated your statements and see that our support team did attempt to reply to you and the provided communication and updates to you through our support system. The delay was due to the sample not meeting all quality metrics. Of course, we take this seriously because we only want to provide the best possible data to our customers. Our records also indicate that the results of your sample were delivered to your Nebula account earlier this month. 

  Please reach out to us at ********************************** if you have any trouble accessing that data or if you have any questions. 

  Sincerely,

  The Nebula Genomics Team

• Initial Complaint

  Date:02/27/2024

  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 Nebula DNA kit and plan for $1149.00 US on October 4, 2023. They claim that sequencing can take ***** weeks. My DNA was sent to them on November 14th. It's now been 16 weeks (Feb 26). I reached out to them for support to query about the status and the following happened:a) The help form wouldn't allow you to 'submit' the ticket, and then that help feature disappeared altogether.b) I opened tickets on it multiple times, and it says that my ticket is submitted, but there is not even an e-mail sent to me to acknowledge that a ticket exists (i.e. I can't even cite a support ticket to contact them)So, they are not allowing for contact. They are not answering queries. **** are not giving any in for questions, meanwhile they took the $1149 and I have not received anything from them. This is, thus far, a fraudulent transaction, in that I've paid for a product that I haven't received. To add insult to injury, they do not communicate.

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  The business finally took action because of your investigation. I greatly appreciate BBB's existence and help.
  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:02/20/2024

  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 submitted my test and it was received 11/9/23. Within a few days it went into the extraction stage. A few weeks later the tracker went back to arrived. I submitted a request for support and was told the tracker is broken but I was assured things were moving along. After several checks, and assurances that everything was fine and in the end stages, I submitted another request for the status since we are at the end of the 14 week timeline. I was told today that there was an error with the sample (even though I did the test exactly to the directions, and have been told all long everything was fine), and I would have to start the process over. Not only is it frustrating that the tracker doesnt work and it takes entirely too long to get a response from this company. It seems when they cant produce your results in a timely manner they just make you start all over. I have asked for my money back and have not received a response. If they cant process my results, I will take my money to another company who is more transparent and communicative.

  Business Response

  Date: 02/28/2024

  Dear Valued Customer,

  Thank you for contacting **********************. We are sorry that your sample could not be processed and that it was not determined until later in the sequencing. There are many points at which we check the quality of the sample and the data. We pride ourselves on only providing the best possible data and would not want to deliver something that did not meet those standards. We are pleased that we were able to coordinate a resolution through our support system and ship you a free replacement kit. We look forward to receiving your new sample and providing you with our Whole Genome Sequencing services.

• Initial Complaint

  Date:02/12/2024

  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.

  Nebula Genomics offers a service to sequence my DNA.I purchased the kit 8/4/23 and received the sample collection kit shortly thereafter. I sent it in and Nebula confirmed getting the sample back on 8/31/23. The promise was that the result would be delivered in 12 weeks.It is Feb 10, **** that is 23 weeks after getting the sample, or 11 weeks later than promised. According to the online dashboard, sequencing of this sample has not yet started. It seems like they took the money and ran. It is not clear that they have any intention of delivering the promised service. They do respond to emails but I get vague statements telling me that they are working on it with no estimated completion date.

  Business Response

  Date: 02/13/2024

  Hello ****,

  Thank you for contacting Nebula Genomics. We understand that you are frustrated with the delay in processing your sample, and sincerely apologize for any inconvenience this has caused you. 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.
  
  

  Customer Answer

  Date: 02/21/2024

  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]

  The service has not yet been rendered, even 12 weeks after originally promised. The company has responded with a vague promise to complete the service, eventually. 

   

   

   

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

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

  Business Response

  Date: 03/25/2024

  Hello ****,

  We completely understand any frustration you may feel regarding the delayed results for the referenced sample. We are so pleased that the results were delivered this weekend. Please do not hesitate to reach back out to us at ********************************** with any questions at all. 

  Customer Answer

  Date: 03/29/2024

  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. The company finally returned the results 18 weeks later than promised.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:02/02/2024

  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 a Whole Genome Sequencing (Nebula Deep) on August 6 (#**********). A test kit was mailed to me, and I sent it back. On August 22 I got an email confirming that the sample had arrived for extraction.On Nov. 26 I noticed that the status had changed from 'Extraction completed' to 'Quality Control, but had not even started sequencing. I contacted the company, and finally got an answer on Dec. 14, that there was a problem in sequencing, and it required repeating.There has been no update since then. It has been more than 5 months since they received the sample.

  Business Response

  Date: 02/06/2024

  Hello *****,

  Thank you for contacting Nebula Genomics. We apologize that the processing of your sample took longer than expected. We are pleased to report that your results are ready and have been delivered to your Nebula account. You should have received an email on February 2nd advising this. 

  Please do not hesitate to reach out to customer support at ********************************** with any questions. 

  Customer Answer

  Date: 02/08/2024

  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:

  On Feb. 2 I got a mail that my results are accessible.
  For certain information that is true. For the promises Deep Ancestry analysis it is not true.
  It is offered through *****, and it still shows in progress as for early Feb. 8 (see attached screenshot).
  

   

  ***********************************
  

   
  

  Business Response

  Date: 02/09/2024

  Hello *****, 

  Thank you for your reply. As indicated on our website, Deep Ancestry is provided in collaboration with *****, which is a separate entity. Our analysis of your data and delivery of this has been completed. Please note that since we never share our customers data, their analysis is only performed after a customer chooses to transfer their data over. This process typically takes several days. They email you with your login credentials, which will allow you to enter their website and view the analysis when it is ready. Should you need to reach them, they can be contacted at ***************. 

  Should you have any other questions, we welcome you to reach out to our customer support department at ********************************** or ***********************. 

• Initial Complaint

  Date:01/30/2024

  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 have been waiting over 6 months for my results from this company. I have made numerous complaints with no results.It appears to me that they are a fraudulent company.

  Business Response

  Date: 02/06/2024

  Hello ******,

  Thank you so much for reaching out to us. We are so sorry that it took longer than expected for your results to be ready. After investigating your claim, it does appear that our customer support team provided you with updates about your sample. We pride ourselves on only providing the best data possible and would never want to send you results or reports that weren't just that!

  We are pleased to report that the data has been delivered to your Nebula account (as of February 2nd). 

  As always, please do not hesitate to contact us at **********************************.

  Customer Answer

  Date: 02/06/2024

  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:01/29/2024

  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.

  Takes average of **** weeks and it has been 22 weeks for me. For some others, longer.

  Business Response

  Date: 02/06/2024

  Hello ****,

  Thank you for reaching out to us. We completely understand your frustration with the delay. We were not able to locate your order based on the information provided and want to be sure that we investigate your complaint thoroughly. Can you please reach out to us at ********************************** to provide the ordering email address, order confirmation number or kit id? 

  
  We look forward to resolving this with you and serving you better in the future.

  Customer Answer

  Date: 02/06/2024

  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 seems that it is on its way to being resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/25/2024

  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.

  My sample arrived at Nebula Genomics on November 4th, 2023, but I still haven't received results, despite it having now been 12 weeks. Nebula quotes ***** weeks to get results. However, their support team has stopped responding, and my emails asking for status updates have not been answered. The last time I heard from Nebula Support was on December 29, 2023, when they confirmed that my sample was at the ** (quality control) stage. This was despite the only portal saying that it's at the Sequencing stage and had already passed **. I emailed them again on January 12, and again on January 18, and I've received no reply. It's now January 25. I'm concerned by the radio silence, especially after learning from others on social media that Nebula has been reportedly acquired by another company called ProPhase. I'm also concerned when I noticed that the support page that their online portal links to no longer exists. I'm requesting for someone to contact me and confirm what stage my sample is currently at and when I can expect results. I can provide my kit ID privately once contacted. I expect results no later than 2 weeks from now, which is the upper end of the quoted window. Waiting for over 3 months to get results is simply not acceptable, and I say that as a scientist - I'm a biochemist - who knows that in real life, an actual sequencing reaction only takes a few days to do.

  Business Response

  Date: 02/05/2024

  Good Day ****************,
  
  We appreciate you reaching out regarding the concerns with your sample. We have looked further into your inquiry and see there was correspondence on January 25th and on January 30th explaining the status of your sample. We understand your frustration and understand wanting to have the results in the time frame we promised. Given the delay in reporting this issue to you, we will offer you a new collection kit at no additional cost to you. When you receive your new test kit, please make sure to carefully follow the collection instructions to ensure the sample is collected correctly. Proper collection will help us avoid further complications and ensure we can successfully sequence your sample. Please make sure your mouth is free of food, chewing tobacco and anything else that might contaminate the *** sample.  Our Whole Genome Sequencing sequences greater than ****% of your *** which requires a complete sample to ensure highly accurate results! 
  
  We truly appreciate your patience and understanding while we resolved this issue. We understand that waiting for the results can be an anxious time. Therefore, once we receive your new sample, we will provide VIP status and prioritize its analysis to minimize any further delay. In order to receive your new test kit, please confirm your current contact information and mailing address for delivery of the new kit.
  
  Please do not hesitate to contact our customer support team at ********************************** or *********************** to provide that information. We are here to assist you and provide any necessary guidance.

  Thank you once again for your cooperation and understanding. We value your trust in our services and remain committed to delivering accurate, reliable results.

  Customer Answer

  Date: 02/13/2024

  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 deeply concerned by very large inconsistencies between Nebula's response letter sent to the BBB compared to Nebula's extensive direct communication with me. Strangely, I was told two different things on February 6. If I understand correctly, the letter sent to BBB requests a new DNA sample, but on the exact same day, I was told by ************************* that my sequencing had been completed and that I would see the completed data transfer in my online account within "a few days". Either the sequencing is complete or it isn't.
  

  I think that it is necessary to summarize my direct communication with Nebula here to highlight failures in communication and inconsistencies with the response letter. I would like a response from Nebula to definitely state whether my results were completed or whether they really do need another sample - if it's the latter, then it's very concerning that I would be strung along to believe otherwise over the last couple of weeks.

  What follows is a detailed account of my communications with Nebula.  For reference, my DNA sample arrived on November 4, 2023.
  

  --- 

  On December 29, I asked for a status update because my online account had been stuck at the Sequencing stage for several weeks. The online account noted already that the sample had passed Quality Control (QC). This was 8 weeks after sample arrival.  

  **** from Nebula Support responded on December 29 (same day) to inform me that my sample was "in the ******** right now and is being analyzed". That was not consistent with what the online account said, which was that it already passed QC.  

  --- 

  On January 12, I asked for another status update. I was answered on the same day by *************************** at Nebula Support, who simply told me that my sample was still being processed. I mistakenly didn't see this email until later on because the subject line was modified, and thus it didn't show up in the email chain. I asked again on January 18 (without seeing the response from January 12), and that wasn't answered.  

  --- 

  On January 25, I informed Nebula that I had filed a BBB complaint due to incomplete information and approaching the deadline window without an update. This was partially prompted by discussions I had with several other customers that reported extremely long processing times from Nebula, and I wanted to ensure that I didn't become one of those many cases of missed deadlines.

  I was answered on January 25 (same day) by *************************. To her credit, ***** was pleasant and responsive, although she did not resolve the issue and has contradicted the letter sent to BBB on several points.  

  ***** confirmed that the processing time was ***** weeks, but that this was only true for "samples that meet all quality and data metrics". She informed me that my sample didn't pass those metrics, although she didn't specify which metrics were not passed.  She explained that Nebula's Chief Scientific Officer (***) personally evaluated each set of results upon completion, and that in "rare cases", the *** may identify "potential discrepancies", leading them to request an "additional quality control (QC) check". She stated that this was the case for my sample.  

  --- 

  On January 26, I asked ***** to provide details about the nature of the metrics that were not passed. I asked her to use technical language, since I'm also a scientist.  ***** replied on January 30 (4 days later) to inform me that the metric that wasn't passed was regarding coverage and sequencing depth. She said that they were rerunning the sample to ensure that at least 30X depth was achieved, since this is what I purchased.  

  --- 

  On January 31, I informed ***** that I was a bit concerned by her messages because I was told by other Nebula customers that they received the same message verbatim. I let her know that I would wait to close the BBB complaint until after I received my results.  

  ***** followed up on February 6 (a week later) to inform me that the "data transfer has initiated" and that I should see my results "populate in [my] account in the next few days".

  Unbeknownst to me at the time, this was the same day that Nebula sent the strange response letter through the BBB. That letter was inconsistent with this message because it asks me to provide another DNA sample, as if to say that the original sequencing was unsuccessful.  

  --- 

  On February 8, I informed ***** that I didn't see my results online yet.  I was answered by ******* from Nebula Support on February 8 (same day). She confirmed that she saw the data transfer initiation in their system. She also noted that "the full transfer can take a few days".  

  ******* said that someone from Nebula would follow up with me on the next day (February 9), but this didn't happen. I asked for an update again on February 9 and this has remained unanswered. It's now February 13 and I still haven't heard from them. I also don't have results in my account yet.  

  ---

  I would appreciate some thorough clarification on the status of my sequencing, if it actually was completed, and if not, what went wrong, and finally, an explanation of whether I need to provide another sample again after already waiting nearly 15 weeks.
  

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  
  
  In reference to complaint ID ********, the matter has been resolved as of today, February 22, 2024. I've received my DNA sequencing results and the data looks good. The total processing time was 16 weeks.
  
  
  
  Sincerely,
  
  
  **** ******
  
  
  
   
   
  

• Initial Complaint

  Date:01/10/2024

  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.

  Purchased a Nebula Genomics Kit at the beginning of August 2023. I did the swab and returned the *** test kit back to Nebula. They received the kit back on August 15, 2023. On November 14, ****, I reached out to Nebula Genomics as the log in screen didn't show any changes on my end regarding my sample. Per the website and their customer service representative ****, the wait time for results is ***** weeks starting from the day they receive the sample. On November 20, ****, I reached out to Nebula Genomics again as my status bar showed no changes and only showed "*** Extraction" phase. On November 29, **** again reached out stating that on their end it showed past the "*** Extraction" phase but provided no proof of the same and responded 15 weeks after they received my sample. He claimed he reached out to the lab for "updates" but never provided a response to the update thereafter. On December 11, I reached out to inquire the status or a refund since it had been 17 weeks since they received my sample. No response was received. On December 29, **** weeks since they received my sample and asked for an update. Again no response. On January 2, 20 weeks after they received my sample, I followed up again. No response. It has been almost 21 weeks since my sample was received from Nebula Genomics and they have neither provided a refund, status update, or my results. They have delayed my medical team in diagnosing me with an undiagnosed genetic condition. I would like a refund of the amount I paid since I cannot seem to get my results. Test Kit #: **********

  Business Response

  Date: 01/23/2024

  Hi ******,

  We apologize for your experience. I understand that you've been in touch with our customer support team and a refund was issued as requested.
  Please contact our customer support team at ********************************** if you need any further assistance.