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:12/21/2023

  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 ordered Nebula Genomics on 7/6/2023 and paid $450 Order Confirmation: #********** It has been more than 5 months they have not completed the assessment. They had indicated that the *** processing takes. They have said on their website The turnaround time is similar to other *** testing services. We will send you our at-home *** testing kit immediately after the purchase. After we receive your *** kit with your *** sample (cheek swab or saliva sample) in the collection tube, our testing lab will process your sample within ***** weeks. We will notify you when your *** sequencing results are ready. Dont forget to activate your *** test kit to view your *** results without delays!It has been more than 14 weeks they have received my sample. I have asked for a full refund of storage and assessment and they are pointing me to no refund policy,. I have given ample time and reminded multiple time to get a timeline, which the company failed to commit to, hence I would like to get a full refund,

  Business Response

  Date: 01/04/2024

  Hello ********,

  We sincerely apologize for the distress that this has caused you and we understand your frustration. Our teams work diligently to provide our customers with high quality results in the proposed estimated time frame. We see that this has not happened here and are regretful about that. Please reach back out to our customer support team at ********************************** to resolve this issue.  

  We are always working to improve and hope to be able to serve you better in the future. 

  
  

• Initial Complaint

  Date:12/12/2023

  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 and submitted a DNA test kit to Nebula Genomics. They recieved it on 8/15. They claimed that the wait time on their website and via chat for results is ***** weeks. I have been waiting 17 weeks with 0 updates as to when I'll be getting my results. I've reached out to "customer service" (if you can even call it that) and was told they have no updates from the lab. This is ridiculous and I'd like my results NOW OR a refund of what I've paid since they lied about the turn around time. I could have easily gone to any other dna testing company and gotten my results by now!!

  Business Response

  Date: 01/02/2024

  Dear ******,

  We received your message and would like to further assist you. Our turnaround time is ***** weeks for results, however some factors can affect turnaround time during the sequencing process. Our team has tried to search via your email to look further into your kit's processing status. Can you please send the Kit ID and email you registered with to ********************************** so we may assist further? We would like to help you in gaining your results and ensure you have a positive experience with Nebula.
  
  Thank you for your patience in this matter. 

• Initial Complaint

  Date:10/26/2023

  Type:Customer Service 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.

  Kit Registered: ******** I have submitted multiple requests for help without resolution. I have been unable to access the raw date file provided after testing since the first day it was available. *** asked for a new file and for them to check data integrity several times and have not gotten a response. I cancelled my subscription 10/25/26 and they billed me again the following day for $49.99. AND, unfortunately, I had to cancel an appt with a Genetic Councilor at ************** at the last minute because I dont have access to my variants and full testing information. I've reached out to the **** customer service and I left a vm @************ without resolution.

  Business Response

  Date: 11/01/2023

  Hello *****,

  We sincerely apologize for the distress that this has caused you and we understand your frustration. Since you've cancelled the subscription, you will not be charged again. Once the subscription expires, you will no longer be able to access the reports, traits or basic ancestry information, however you will always be able to access the raw data files. We do not have a customer support phone number at this time and are unsure what phone number that is, as it is not listed on our website. We are sorry to learn that you had to cancel an appointment with a genetic counselor. Since you have been unable to use the data in the ways you are hoping for, we are extending an offer for a refund of the subscription cost you've already paid. 

  Customer Answer

  Date: 11/01/2023

  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:08/21/2023

  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 ordered a DNA test kit in January 2023. The kit was missing a swab. I contacted Nebula and they sent me another kit. I returned my sample but never heard from them about my reports. After waiting 4 months, I contacted them. They were unable to give me any answer on where my DNA sample was or give me any reasonable explanation. On July 29 2023 I asked to be connected to someone who could reimburse the 150 dollars I spent. I received no response.In my experience dealing with this business, they do not have a system of ensuring integrity either on what goes out(missing swab in kit) or what is returned to them(where is my DNA).Very irresponsible with my very private DNA

  Business Response

  Date: 08/24/2023

  Hello *****,
  
  After a thorough investigation, we found that your kit was purchased through Amazon.com and the replacement was processed through them. Unfortunately, the kit id number you provided to our customer support agent never arrived at our lab. It is possible it was either lost in the mail, or the kit was registered with a typo. Since it was purchased through a third party, we are not able to provide a refund for this. If you would like, we can coordinate a replacement kit for you directly.We would be happy to continue to assist you with this directly in your support ticket. You can also reach out to us at **********************************. 

• Initial Complaint

  Date:07/06/2023

  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 genome sequencing and report/storage subscription on October 27, 2022 and received my test results on Jan 30th, 2023. I started to notice odd information in my report and was able to identify that a substantial (and significant to my personal desire for the sequencing) portion of my sequence was not providing any data and was indicating a corrupted file. I filed a customer service request on May 6th, 2023 and since them have emailed an additional 7 times asking for status or what my options for a resequencing or a refund are. Each time, the response is some portion of "our engineering team is working on it" and the representative I am in contact with has ignored or sidestepped my requests for any resolution other than waiting indefinitely.I would be happy with any of the following (at Nebula's discretion):1) A fix to the technical issue that is corrupting my data in the next week 2) A new kit and resequencing my genome at no charge 3) A full refund of the $573.99 that I paid in October The customer support has been courteous and I have no complaints other than lack of a resolution with no sign of progress or indication that the company is interested in a resolution. The rest of my experience has been positive and I hope that I was simply unlucky with a rare technical glitch.

  Business Response

  Date: 07/27/2023

  Hello *********, 
  

  We apologize for the distress you have been experiencing. Our team confirmed that the files are not corrupted and what you have been dealing with is a known software issue within one of the tools. This issue only affects a small portion of the data searches and works as intended otherwise. The issue can be resolved by using a desktop version or web based version of the same tool. While our engineering team has not been able to resolve the software issue yet, it is something they continue to investigate. Since the files are not corrupted, resequencing would not provide any additional benefit. We are able to provide a partial refund in the amount of $200 USD for the inconvenience and distress that this has caused. A full refund is not applicable since the sequencing, data, reports and tools have been provided, and the issue does not prevent you from being able to access the rest of the results. 
  
  We hope that you continue to see the benefit of our service and the data provided. We are always working to improve and hope to be able to serve you better in the future. 

  
  

  Customer Answer

  Date: 08/02/2023

  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:

  Contrary to what was identified in the response, multiple file formats are not usable at the same areas and I get comparable errors in the desktop apps.
  
  I would prefer to see Nebula acknowledge that there is a real issue and identify a path to fix it; a full refund is my least preferred option, but would be acceptable if the only option is for me to go to another provider.

  Sincerely,
  *********
  
  
  
  
   
  

  Business Response

  Date: 08/24/2023

  Hello *********,
  
  Our engineering team has been working diligently to provide a solution for the error that you have been experiencing. This resolution was deployed earlier this month. The issue you have been experiencing should be fixed.
  Please feel free to contact us at ********************************** if you have any other questions. 
  

• Initial Complaint

  Date:06/13/2023

  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 ordered extensive genetic testing for $420 on 2/28/23 for 30x whole genomic testing with lifetime membership because I was adopted and am having major medical problems and needed as much information as I could obtain in order to make informed medical decisions. This company advertised that for the price I was paying, not only would I receive the following: A Deep ancestry report, Detection of all predispositions, Detection of rare genetic mutations, and High accuracy; but I would ALSO receive with my lifetime membership (required):Regularly receive new DNA reports that are based on the latest genomic research.Access to exploration tools that will enable you to examine any of your ~****** genes and generate your personalized reports. Access to deep ancestry analysis that will enable you to do your full genealogical research. Access to premium support provided by geneticists at Nebula Genomics. You cannot contact support via phone. Reports that you receive are generic and vague and come in a format that are not readable and require downloading other programs to make their files readable- and even then, the files are still impossible to understand without a scientist's help. Nothing is straightforward and nor was any of the information helpful or insightful. I got better information from some of these free websites than I did by paying this company that made me wait 4 month for my results. I cannot open any of the files that contain my own personal data and when i do download text reading files to open the data, none of it makes sense and their customer support is not responsive or helpful in the least. I should not have to read tutorials online in order to understand my results that I paid for. I also shouldn't have to email support when I paid for lifetime support and access to premium support by geneticists. this is a scam. I want a full refund because this was a huge dissapontment and this company shouldn't be allowed to play with people's emotions like this.

  Business Response

  Date: 06/14/2023

  Hello *******,

  We've investigated your complaint. It was determined that the results were provided to you within the standard timeframe of ***** weeks,having received your sample on 3/9/23 and provided results on 6/1/23, which is **** weeks. You were made aware of this time frame in the single support inquiry associated with your account that you submitted on 3/22/23. At this time you expressed dissatisfaction and requested a refund. Our support team responded to each of your responses within 1 business day, including providing you proof of the advertised time frame and the refund policy. There have been no subsequent support inquiries associated with either the ordering email address, registered email or kit id. The 314 reports we currently have in the Nebula Research Library are each based on scientific research articles, which are linked to every report. New reports are provided on average twice a month.The files we provide are raw DNA data, as indicated on our website. Users are welcome to download them to utilize them outside of the tools we provide,however they are raw files and therefore need tools. Which is why we provide the Genome Exploration tools within your Nebula Membership to help you search for specific things that interest you. Since you submitted your sample for sequencing and received the results, as well as all of the benefits of our service, your request for a refund does not fall within our Refund Policy. The Lifetime Membership that you have offers endless resources between the library,traits, tools, and linked articles, and our support team is available to answer questions through submitting a support request. We certainly want all of our customers to be satisfied with the service we provide. We are always looking for new ways to improve and expand the services we offer.  

  Customer Answer

  Date: 06/15/2023

  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 still have not been provided with a clear and detailed report of my actual genetic profile (list of genes with any variants that I can look up). I should not have to download tools that are not user-friendly to view my raw data files that are too large to even properly download. Even with these so called tools, you have to be able to decipher how to use these programs to view your data and for the average person, this is more than challenging. Your customer service is non-existent and takes 2-3 days to respond by email. That is not premium support! Where is my premium access to geneticists? I am a unable to use what you provided in any meaningful way, as it is useless in the format provided to me and I did not pay for a service that requires downloading tools to open my own dna analysis. That should have been the first and most important service/product provided by this company when ordering a DNA analysis. I dont care for all your other fluff reports on my diet and microbiome. I want what I paid for.

   

   

   

   

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

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

  Business Response

  Date: 06/21/2023

  Hello *******,

  Thank you for your reply. We have reviewed your claim about the length of time to receive a response from our customer support team. Each reply has been within one business day. We advertise that we provide sequencing, the raw data, tools, library of reports, traits, deep ancestry and oral microbiome. These have all been provided to you. Our customer support team is available via our ticket system, in addition to the tutorials that we have available on our website and the portal. As a reminder, you do not need to download anything or use other tools to look at your data. We have the gene ******** tool and genome browser. There are tutorials available for each of those.

  Our customer support team responded on 6/15 with a detailed email about the use of the tools, so please review that email and respond to it with any questions or if you need further assistance.

  Customer Answer

  Date: 06/22/2023

  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]

   They only recently began to respons sooner to my emails since opening this complaint and that is not how a company should operate. It shouldn't take me filing a complaint with BBB to receive promt responses to my emails, especially when I have paid for a premium service. In addition, when you advertise premium access to support provided by geneticists at nebula genomics, you should be forthcoming and let people know that this doe not mean that they can contact support via phone. This will require filling out tickets via email and waiting up to 3 days for a response. That is definitely not premium service and is false advertising. Had I known, I would never have signed up for this service.

   

   

   

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

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

• Initial Complaint

  Date:05/24/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased a full mapping of my DNA February 26, 2023. I paid $899.00 for the full and complete mapping package they offer. I received my first kit and submitted my sample. I received notification March 29, 2023 that my sample was not sufficient and my replacement kit could be claimed. I submitted my information to receive my 2nd kit and got that April 1st. I again collected my sample followig instructions precisely. On May 22, 2023 I received notification that my second sample had failed. I reached out to see why and if I could just receive a full refund since I still had not received the services promised. The following day I was offered a refund of $743.00. I declined asking for a full refund and asking why they were withholding $156.00 since the services they promised were not fulfilled. Nebula has yet to respond or give a refund of any kind.

  Business Response

  Date: 05/25/2023

  Hello *******,

  We apologize for the distress you are experiencing. We are genuinely concerned when a sample cannot be processed. While we do understand your request for a full refund, our policy does state, as pointed out by our representative as well as within our refund policy, that failed kits receive replacement kits.This is because all purchases are non refundable once an order leaves the warehouse. The refund that you were offered was an exception and based on that you would not be receiving the Nebula ******* services, but also taking into account the costs incurred by Nebula to provide the kit supplies, shipping, and the processing costs. We would much prefer to send a new kit so that you can experience the service that Nebula Genomics provides. However, if you would prefer to not do that, we can provide you with a full refund minus the costs incurred to date.
  

  Sincerely,
  The Nebula Genomics Team

  Customer Answer

  Date: 05/26/2023

  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 have already tried two separate kits to get a sample. Both times I followed directions precisely to collect the sample. Both times now the samples have failed. Why will a third kit make a difference? It is not my fault that samples are failing. Why do I have to pay for Nebula's inability to retrieve my DNA? I would rather take my money to a company that can actually help me figure out my health instead of giving me the run around like Nebula has since February. 

   

   

   

   

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

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

  Business Response

  Date: 06/08/2023

  Hello *******,

  We apologize for your experience. The full amount has been refunded. 

  Please contact our customer support if you need any further assistance.

  Customer Answer

  Date: 06/08/2023

  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:05/22/2023

  Type:Customer Service 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.

  As of 5/22/23, I have still yet been able to register the kit. I have just recieved Nebula Genomics reply and IT WILL NOT LET ME REGISTER!!I will keep trying yet so gar it has been hours waste of time.

  Business Response

  Date: 05/25/2023

  Hello *****,

  We apologize for your experience. I understand that you have been in touch with our customer support team, and the issue has been resolved.

  Please contact our customer support team if you need any further assistance.

  Sincerely,

  The Nebula Genomics Team

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe your business will benefit from me giving up my samples x 2 since your the only one that has full access to it, understand it, can use it in the future to help assimilate population data for future and current customers. Im very dissatisfied with the way the information is organized is very stressful. I invested over $1,1124.00 before taxes, for this test and still dont know my nationality and age. I did not know that your business does not mail out printed reports to customers. Its not right that who ever organized this information learned more about me because they know what theyre looking at and Im struggling with no experience trying to understand the information that I dont have proper expertise and WiFi to download or enough paper to print was not the point of me doing this. Plus the info gets updated means I would have to reconsider what I thought I understood. I feel financially exploited while Im unemployed. This was such a waste time, money and Im very disappointment in addition to the results taking four months instead of 3-4 weeks waiting period before I received it is absurd. Im requesting a complete refund to be mailed by check to my residential address.

  Business Response

  Date: 05/09/2023

  Hello *********,
  
  We appreciate your feedback and are always trying to improve. It does seem that there may be some confusion about the service you purchased.Nebula Genomics provides whole genome sequencing with access to your raw data,exploration tools, traits, the Nebula Library, oral microbiome reports and deep ancestry in collaboration with *****. We would like to take the opportunity to point out that our advertised processing time for Deep and Ultra Deep WGS is ***** weeks. That processing time starts when the lab receives your sample.Based on when your sample arrived at our lab (1/4/23) and when the results were delivered to you (3/8/23), it appears that we over delivered and got your data to you in just over 8 weeks. We do not provide epi****tic reports, nor does it state on our website that this is something that we provide. The deep ancestry that we offer analyzes mtDNA and Y chromosome DNA (when present) as indicated on the homepage of our website. It appears that our customer support team provided you with links to several tutorials to facilitate your understanding of the services. Since our services have been provided to you, your request for a full refund does not fall under our Refund Policy.We stand by the services that we provide. However, since you are unhappy with the presentation, we can provide you with a partial refund of the membership cost and cancel the membership for you. Please note that any refund will be issued to the payment method used for purchase. We do hope that you will choose to stay with us, as the lifetime membership you selected is a great resource.It allows unlimited time to learn how to use the tools to look at any **** or condition of interest and read and understand the reports in the Library, which is always expanding. Please let ** know how you would like to move forward.
  
  Sincerely,
  The Nebula Genomics Team

  Customer Answer

  Date: 05/09/2023

  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 believe that data from my dna sample will benefit your business and not me as I dont have the expertise to understand the very complicated data you sent me that is constantly getting updated Im not a genetic and I didnt expect to have to find a geneticist to explain the data, thats too much. Im requesting a full refund !

   

   

   

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

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

  Business Response

  Date: 05/18/2023

  Hello *********,

  Thank you for accepting our offer. Our customer support team has followed up with you regarding the refund.

  Please contact us if you need any further assistance.

  Customer Answer

  Date: 05/18/2023

  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 will be resolved once the company credit the refund to the updated account information that Ive provided via as I no longer have access to account associated with card number listed on file. Please find account information sent via email to representative ***** and a letter from my previous bank stating the account has been closed.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello BBB Team, I submitted an order to Nebula Genomics on October 25th, 2022. Order # #**********, Kit#**********. They have a 12 week turnaround time for the *** to be sequenced per their website. I mailed the completed sample on October 31st 2022 and registered the kit online. On November 8th I received a notification they had received my kit. On December 21st 2022 they said my sample had entered quality control.Today, February 13th 2022 (three months later) they told me my sample was not sufficient and I needed to submit another sample, which, once received, would take another four months to process, with no guarantees that this next sample will be any better. They also said they do not have an expedited process for those who have already submitted a sample prior. 8 months is not a reasonable amount of time to wait for a *** sequencing. I asked them for a refund instead of sending another sample kit, which they refused. I would like a full refund for the $573.99 they charged me for this service which they were unable to complete in the timeline, or even close to the timeline they advertised. Thank you for your help in getting this resolved. ***********************

  Business Response

  Date: 02/15/2023

  Hello ******,

  We are so sorry that your sample was unable to be processed. We are genuinely concerned when this happens. We looked into your sample ID and correspondence with our support team. You were informed correctly that we are unable to expedite samples at this time, and our refund policy does state that we will provide a free replacement kit if a sample fails for any reason at all. While this is our standard practice, we recognize that it took much longer than we would have liked to let you know your sample could not be sequenced. We are absolutely willing to make exceptions in certain situations and will issue you the refund you are requesting. 

  Customer Answer

  Date: 02/15/2023

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