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:01/04/2023

  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.

  On 4/12/2021, I purchased a Nebula Genomics lifetime membership that included a DNA test with mtDNA, Y-DNA, and FamilyTree Deep Ancestry DNA. When my results came several months later, I did not get any Family Tree DNA results. Nebula told me "we're working on it" and they will have them soon.In 2022, I contacted them again about it, asking why there were still no Family Tree DNA results. They then said there was no timeline as to when it would be done. Therefore, I basically paid for a service but did not receive it. The company is acting shady and if you take a look at the Reddit Nebula Genomics community you will see my complaints are not unique. They also offered me $20 to leave a positive review on Trustpilot. When I instead left a negative review, they flagged it as fake to TrustPilot. I've attached documents showing my order from them, one of their responses to me saying they don't know when they'll give me Family Tree DNA, and proof of them bribing me for a good review. Appreciate any help you can provide! Thank you.

  Business Response

  Date: 01/05/2023

  We sincerely apologize for the distress that this has caused you and we understand your frustration. We are disappointed that the FamilyTree DNA collaboration has not materialized. However, we are pleased to have our collaboration for Deep Ancestry with YFull. They provide haplogroup determination, tree placement, mtDNA *** identification and matches all for free with optional upgrades.

  We did look into our records regarding your statements about contacting us about ***** prior to June 2022 and being told "we're working on it". We've been unable to locate any such communication connected to your email or kit.

  Our sincere apologies if our incentivized email came across the wrong way.  That absolutely was not the intention at all.  Additionally, the only time we flag a review for removal is when we cannot identify who the customer is to verify their information and address their issue, and our attempts to contact through TrustPilot were not answered.

  We are very proud to offer so much more than the deep ancestry through YFull. Your lifetime subscription provides you un-ending access to our genome exploration tools, traits, oral microbiome reports and our Nebula Library, which is regularly updated.

  We still understand that this doesn't change that the ***** collaboration did not come to fruition. We would like to provide you with a $50 refund to offset any additional cost you may incur to sign up with FamilyTree DNA separately. We truly value your feedback as we are always working to improve and provide the best service we can. Your understanding and patience are deeply appreciated. We welcome you to continue this conversation offline at ******************************* if you would like. 

  Customer Answer

  Date: 01/05/2023

  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.

  I have provided proof of my purchase to TrustPilot.
  

  Additionally, YFull was always part of the subscription and provides a different analysis than ****** so having YFull alone is not what I initially paid for.
  

  However, the $50 refund about covers the cost of the ****** so this is a satisfactory conclusion to me.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/18/2022

  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.

  On 11/05/2022 I ordered four x30 whole genome test kits. On the order page, I unchecked the lifetime subscription as all I want is the raw data files. The order total changed to $523.99, and I completed the order. The confirmation email, however, stated I had been charged $2095.96. I IMMEDIATELY opened a ticket with them stating I did not want the kits if they cost over $2k instead of $524. They responded stating the additional charge is automatic and sent a screenshot of a checkout that clearly showed a charge of $2095.96. They did not address the discrepancy on my checkout page, and shipped the kits anyway, and have stopped responding to me regarding a refund. I have the unopened kits and can return them unused, or if they are willing to refund the "subscription", I would be willing to use the kits and their service.

  Business Response

  Date: 11/22/2022

  Hello *******,
  
  We sincerely apologize for the distress that this has caused you and we understand your frustration. We identified the issue you experienced. It was a technical glitch within the checkout feature that our engineering team immediately addressed and resolved. When you attempted to deselect the lifetime subscription, it updated the cost to one kit with a lifetime subscription but it did not change the number of kits in your cart. Each kit purchased does require a subscription. It appears that you were not interested in the subscription and, therefore, we are able to ***** you a full refund. The kits can be discarded or returned to sender. The charged amount will be refunded to the card used to make the purchase. You will see those funds back in your account in five to ten business days.

  We are very sorry for our previous miscommunication and not understanding and addressing this issue sooner. We truly value your understanding and patience as we work to resolve this for you.
  

  Please contact our customer support team at ********************************** if we can be of any further assistance.

• Initial Complaint

  Date:11/02/2022

  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.

  For two months, I have requested that Nebula Genomics of ********************* delete my account or delete the reports associated with my account. It was obvious that the reports must have been a composite and weren't mine. I thought if I purchased a *** kit then they would take my request more seriously into consideration. No. They have ignored every request, except the first request, which was a billing issue. Oddly, they keep asking me for my email. I did repeat it back to them once, but they have that on file. Are there robots over there? I got the feeling as though this company has been taken over by another entity.It could be an email only technical problem affecting only the feedback/contact us form and the email server. However, I have doubts about whether the *** analysis will be accurate or if this business is equipped to handle *** data sets, which carry much more space than most email servers can handle in one email. 300 MB is an average *** dataset file according to their website.

  Business Response

  Date: 01/31/2023

  Hello *****,
  
  We sincerely apologize for the distress that this has caused you and we understand you are frustrated. There does seem to be a misunderstanding. We are still a fully functioning company who employ humans to respond to your support tickets; our replies are not sent by a bot. We have reviewed all of your inquiries. When a user has more than one account, our team needs to clarify which account they are referring to. Nebula values our users privacy and, as such, our team needs to corroborate information for each ticket. Your uploaded data and account were deleted in November. We see that you requested to have your sequenced data deleted on Friday. Our customer support team is awaiting confirmation from you that this is the action you would like to take. We encourage you to reply and continue the conversation so we can properly resolve this for you.

  Customer Answer

  Date: 02/01/2023

  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 did not have more than one account. I had you delete my account last fall, which was a free account based on data collected by another DNA testing company.

  I decided to give you another chance and opened up a new testing kit with you last fall, but you handed me the exact same reports as before. They are the

  same fictional reports about someone with vitiligo, dark brown eyes, and scoliosis. Again, I do not have two accounts. I only have one, and having two accounts

  doesn't mean that anyone was trying to scam you. Sometimes, if a result is unexpected a person might want to retake the test to confirm the result.

  This time I would like a full refund, as you did not perform the test on my sample. Thank you, *****************************

   
  
  
  
   
  

  Business Response

  Date: 02/02/2023

  Hello *****,

  We hear your distress and are sympathetic to that. We certainly do not want our customers to be dissatisfied. The two accounts we referred to are that of the original one that was deleted in the Fall and then this current one for your sequencing. The original complaint you sent above was referencing when the support team asked for your email address, which was done in the Fall in relation to your free account, because at that time there were two accounts associated with your email address. We never want to provide information to someone who is not the person on the account, which is why we verify. Regarding your current account and the discrepancy you have, we can assure you that the data provided to you is from the sample you submitted. However,we hear that you remain unhappy with the reporting despite our support team's guidance for explanation and direction to tutorials. Your account is being deleted as requested. We will also make an exception and provide you with the requested refund.

  Customer Answer

  Date: 02/02/2023

  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:10/28/2022

  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.

  We bought DNA reporting services from Nebula based on their advertisements that they offered in depth full ancestry in collaboration with another DNAanalysis company, Family Tree DNA. This turns out to not be true. Nebula was supposed to roll out their integration with Family Tree last year, but it never happened. It was then pushed to the beginning of 2022 and the integration never materialized. I have emailed the company about this and have not heard a peep from them. We spent over $1000 to have mine and my wifes DNA sequenced. Beyond some info about the percentiles of various diseases that we may fall in, the rest of the information they provide is useless scientific data that has no interpretation or ability to be exported to a user friendly interface. And then it turns out that Nebula Gemomics was sold to a *********************** No notice was given to the users about this and who knows what the status of our privacy is with this new company. I feel like our DNA was harvested by Nebula in order to have something to sell to the highest bidder and they have not followed through on their promises of privacy, customer service, and providing services that were promised at the time of purchase.

  Business Response

  Date: 11/09/2022

  Hello *****,

  We sincerely apologize for any distress that this has caused you. We do not want our customers to experience this doubt. It looks like our Support team replied to your inquiry about the status of the ***** integration in under 24 hours.  We are pleased to offer Deep Ancestry with YFull which provides haplogroup determination, tree placement and matches all for free with optional upgrades. 

  The acquisition by ************* has not affected our users' data or privacy in any aspect. If you would like to provide any feedback or insight on how we can make the interface more friendly, please do not hesitate to contact us. The data we provide has so much information within it, we want you to get the most out of it! Your feedback is essential as we work towards providing you with better service. We value your patience and support as we work hard to improve and enable affordable and comprehensive personal genome sequencing.

• Initial Complaint

  Date:10/26/2022

  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.

  This is in regards to kit number **********. I ordered genomic testing from Nebula back in August. I paid a $299 flat fee and another $200 for a subscription. I did not receive any information until October. In October I received a partial report and was supposed to be able to access their deep ancestry report. I went through the process to receive that report and their website said I would be able to access the information in a few hours and I would receive an email to access it. I never received an email and could not access the information. I reached out to the company (they do not have any way to speak to a real person, all they have is a messaging system through Zen desk). I received a few emails back saying they were working on it but it is now two weeks later and still nothing. I am now completely locked out of the deep ancestry portion of my report. Their website also says that if you do not access your deep ancestry information within 45 days you will have to pay more money to get it so the whole thing is starting to feel like a scam. I want the entire report that I paid a lot of money for and I dont think this process should have to be so frustrating and time consuming.

  Business Response

  Date: 10/28/2022

  Hi *****, 
  
  We are so sorry to learn that you are feeling as though you have not gotten the full access provided with your sequencing and subscription. We are aware of the issue with the ancestry feature and share your concern. Please be rest assured,we are working diligently to rectify it ASAP.
  
  The deep ancestry report is provided in collaboration with *****. Yes, the tab is currently locked while our engineering team works on a resolution. We are looking forward to an update from them regarding when this will be available to our users again.
  
  A very important part we want to highlight is that you do not need to pay any additional fees to retain access to your deep ancestry.  That is an upgrade available and, as annotated by the asterisk *, for users who are looking for additional data from their Y-chromosome. Everything else our service provides is available: your raw DNA data files, reports, traits, the Nebula Library and our genome exploration tools where you can look into any **** and condition of interest.
  
  We hope that knowing the option will be available again soon and that there is no additional cost associated with it helps to put your mind at ease. Please let us know if you have any other questions or would like to provide any more feedback. We truly value your patience and support as we work hard to improve and enable affordable and comprehensive personal genome sequencing to everyone.

  Customer Answer

  Date: 11/02/2022

  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.  I do not feel that this resolved my issue as nothing has changed but I dont have the time or energy to keep trying to get this issue resolved. I definitely will not be recommending this company to friends or family and still feel their customer service needs a lot of work.

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

  
  

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a kit in November of 2021 to get my DNA sequenced. After following the instructions very carefully, I sent my kit in and waited for it to be processed. Now, nearly a full year later, I still do not have any results. The company did not respond to any emails for nearly 6 months, and when I finally did get a response I was asked to send another kit. The second kit took 3 months to process and they are now claiming the sample cannot be used and want me to send another kit in. The has failed to provide the service they claim to provide.

  Business Response

  Date: 10/28/2022

  Hello **********

  We sincerely apologize for the distress that this has caused you and we understand your frustration. We are genuinely concerned when a sample cannot be processed. This happening twice is not common and really unfortunate. We are so pleased to have been able to come to a resolution by sending you a new kit and providing a free lifetime Nebula Explore subscription.

  We hope to be able to serve you better in the future and continue to take steps to improve. If you have any questions or would like to provide any more feedback please do not hesitate to contact us;your feedback is essential as we work towards providing you with better service. We value your patience and support as we work hard to improve and enable affordable and comprehensive personal genome sequencing.