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Business Profile

DNA Testing

Dante Labs Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in DNA Testing.

Complaints

Customer Complaints Summary

  • 86 total complaints in the last 3 years.
  • 41 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/06/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Regarding Dantelabs.com On 24 October 2023 I placed an order for two DNA kits, whole genome sequencing, $398, order number #********.The kits were not shipped to my address until April 2024. Specimens were collected within three days of arrival at my home address.Kit number ******** reregistered 6 August 2024 ********************* number ******** reregistered 6 August 2024 ******************* Both kits shipped by *** in April 2024 using the prepaid and preaddressed mailer that accompanied the orders.On 12 June 2024 I placed an inquiry with the lab asking for a status update. On 13 June 2024 they responded that the specimens had not arrived yet. That day I responded that the specimens had been shipped to the designated facility in ***** using the enclosed shipping label on the order.On 26 June I sent another inquiry about the order, but no reply was received. Since that time I have sent numerous inquiries through the contact portal at the company website. Again, the responses have been forthcoming.It took at least six months to receive the specimen collection kits, three days for me to collect the specimens, and then less than one week to ship the specimens to the lab. As yet, there is no indication that the specimens have been received, much less processed.I need an explanation and replacement collection kits. Otherwise, refund my money.

  • Initial Complaint

    Date:07/16/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order placed October 2023. Collection kits took more than six months to arrive. Specimens were collected within one week of delivery of the collection kits. Specimens were mailed back to Dante Labs in less than one week. Specimens status cannot be tracked and Dante Labs cannot account for the specimens. Multiple requests for resolution have either had insufficient resolution or no response whatsoever. I want the order fulfilled as paid in advance. If new specimen kits are required, then they should be mailed out immediately to collect new specimens.

  • Initial Complaint

    Date:07/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 MyGenome test and was sent the collection kit. After returning the kit, there were no updates on the progress after 8 weeks. I contacted Dante and after multiple emails, they finally replied that there were some delays and to give it more time. After multiple additional emails it has now been over 50 weeks with no results. I can only conclude that they are not providing what they are promising customers. Completely unacceptable and warranting further attention.

    Customer Answer

    Date: 08/09/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:06/26/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 genetic testing kit from Dante Labs and was told in an email from the company that I would receive a separate email to set up an appointment with a healthcare provider and I never received an email or a response from the company. Quote from email sent to me by Dante Labs: In the *************, a prescription from an independent professional is required to receive a genetic analysis. You can receive the prescription by answering the questionnaire on the 1Health telemedicine platform.After receiving no email to make the appointment for the prescription and receiving no reply from the company I looked up the companies reviews and many people have reported being scammed by them and paid hundreds of dollars and never received their genetic testing kits or results. I am needing genetic testing done for my health and this company has ripped me off. I feel as though Dante Labs takes advantage of people who are desperate for answers regarding their health. I want a full refund.

  • Initial Complaint

    Date:05/29/2024

    Type:Product Issues
    Status:
    Unanswered
    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 found the company on safari. Hired them and paid a total of ******. The website promised info in 6 weeks. I am very ill and Dr. said to get a dna test. The 1st kit had no return label. Took weeks for contact (no phone # avail.) got new kit, stuck myself (causing pain) which was required. Sent sample back Nov. 1st 2023 (still have ***** receipt) Until about March 2024 my dashboard said awaiting sample I kept trying to contact them and nothing! Went to my bank to have charges reversed. Bank contacted Dante re no service given for paymt. Got full refund from my bank in late April, as Dante never responded to the bank either.

  • Initial Complaint

    Date:05/27/2024

    Type:Product Issues
    Status:
    Unanswered
    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 August 31, 2023, I purchased two MyGenome Sequencing Kits for my wife and daughter, totaling ****** euros (Order # ********). At the time of purchase, Dante Labs explicitly committed to an 8-week Turnaround Time, as evidenced by the order confirmation.I promptly sent both kits (Kit numbers - ******** and ********) to Dante Labs for analysis, and the status of both kits was updated to "We received your kit" on September 13, 2023. However, despite this initial acknowledgment, no further progress was made for over a month.On October 23, 2023, the status for both kits was updated to "QC completed," indicating that the quality control process had been finished. However, since that date, there has been no further update on the analysis stage, and both kits remain in this state.As the promised turnaround time of 8 weeks was not respected, I contacted Dante Labs for the first time on December 15, 2023, to raise a complaint. In response, I received a dismissive answer stating that they did not have an exact timeframe for the analysis, thereby confirming their breach of the commercial promise regarding the turnaround time.Subsequently, on February 13, 2024, I contacted Dante Labs again, this time requesting a refund due to their failure to fulfill their obligations under the sale agreement. Once more, I received a response indicating their inability to guarantee a timeframe for the analysis, with no mention of the possibility of a refund.Undeterred, on March 18, 2024, I made another attempt to request a refund from Dante Labs. Unfortunately, to date, I have received no response whatsoever.It is clear that Dante Labs has repeatedly breached its commercial promise to customers by failing to meet the promised turnaround time and failing to provide adequate customer service in response to complaints. Therefore, I am formally requesting a refund of the ****** euros paid for the MyGenome Sequencing Kits.PLEASE NOTE THAT THE ***** IS IN EUROS.

    Customer Answer

    Date: 06/21/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a *********** from Dante Labs on 12.29.2023 and they still did not deliver the service. Till 2 months ago they kept saying that they have lots of backup orders and would get back to me soon. Now since it has been over 5 months that I made the purchase, I no longer need their service and I have requested them to refund my money. They are not responding to my emails. Can you please help resolve this problem?Thank you.

    Customer Answer

    Date: 05/31/2024

    Better Business Bureau:

    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have 5 pending DNA tests to send to the company, but we do not have an answer on how to proceed. They don't answer emails, and they don't have a phone number to solve this issue.Need the labels that did not come in the package.

  • Initial Complaint

    Date:03/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 May of 2023 I ordered a Genome Sequencing Kit and 2 added tests from Dante Labs. My credit card was charged $472.00 on May 23, 2023. I received the collection materials the following week and returned them right away. My portal was updated in July to indicate that my sample had been been approved and was awaiting sequencing. Dante Labs advertises an 8-10 week wait for results so I expected my results by September. When I didnt receive any communication, I reached out on September 13 to inquire about my results. I was told that the lab was behind and I would receive my results soon. I have since reached out 6 more times and continue to be told that the lab is behind. When I requested a refund or immediate results, on Feb 7, I was told that my sample had been flagged for maximum priority. It is now March 10 and I have yet to receive any communication from the company. I have been waiting 10 months for results that were advertised to take 2 months. Dante Labs continues to send me marketing offers and continues to advertise an 8-10 week receipt of results.

  • Initial Complaint

    Date:02/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a genetic testing kit from Dante Labs on April 10, 2023. I sent it in in May 2023. It is now Feb. 29th 2024 and I have not yet received the results of my genetic testing kit. I contacted the company once through email to request an estimate of when I would get my results. I was told that they were very sorry and that they were very backed up. No estimate of timing was given.

Dante Labs Inc. is NOT a BBB Accredited Business.

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