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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:02/22/2024

    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.
    Good Morning,I ordered a DNA testing lab kit from this company on 2/13. I paid $349 by credit card. As it was taking exceedingly long to get the kit I contacted them. I was told I would be "prioritized" to *********. Still no kit. Still no information as to when I might be receiving it. Given what I subsequently learned about this company here and elsewhere I asked for a refund of my $349 on 2/21. They said "immediately." On 2/22 I was contacted to ask if I wanted a refund! I said "Yes." I was emailed that I had been refunded. Within 30 minutes I was charged another $349!

  • Initial Complaint

    Date:02/17/2024

    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 May 5, 2023, I paid $299 to Dante Labs via their website (us.dantelabs.com) for full genome sequencing (order # ********). Within a day or two I collected and mailed them the requested blood sample. According to their website, results were expected within eight weeks of their receiving the sample. According to their online tracking, the sample was received, went through quality check but then nothing was ever conveyed back. Through multiple communications I have asked for updates or for the funds to be returned but have only heard assurances that they are "behind" and my results will soon be available. Now it has been over nine months and I am still waiting. I have a strong suspicion that Dante Labs is a scam.

    Customer Answer

    Date: 03/13/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:02/14/2024

    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.
    I submitted my kit in April 2023 with the promise of a eight week turn around time. It is now February 2024 and I still have not received my results. **************** is dismissive or does not respond at all. I have never been given an estimated time of completion for my kit despite reaching out multiple times. Not only can they not provide my results, they've been spamming me with test kits. 1-2 has been shipped to my house per month, yet customer support confirmed my sample was fine and in quality control months ago. Based on reviews it seems this company is doing this to all its customers.

  • Initial Complaint

    Date:02/13/2024

    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.
    Dear ***/*****,I am writing to file a complaint against Dante Lab regarding two purchases I made with their company. My name is *************************, and my contact information is listed above.On July 27, 2023, I made two separate purchases from Dante Lab. The first purchase was made through the ****** portal for a genetic test kit called Dantel Labs ******** Sequencing Tests. I paid $199 for this product. The second purchase was made directly from the U.S. Dante Lab website for their All Panel Packages, which included 125 reports analyzed. I paid $169.15 for this package.Despite making these purchases almost six months ago, I have yet to receive any results or communication from Dante Lab regarding the status of my orders. I have made multiple attempts to contact them via email, but have not received any response. Additionally, I have been unable to find a phone number to call for assistance.Upon further research, I have discovered numerous negative reviews online from other customers who have experienced similar issues with Dante Lab, including delays in receiving results and unresponsiveness from the company.Given the lack of communication and failure to deliver the services promised, I am requesting a full refund of $199 for the genetic test kit purchased through ******, and $169.15 for the All Panel Packages purchased directly from Dante Lab's website.I appreciate your attention to this matter and request your assistance in resolving this issue. Please let me know if you require any further information or documentation from me.Sincerely,************************* ************

  • Initial Complaint

    Date:02/07/2024

    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.
    -Initial purchase: 26 Jan 2023 -Dante Labs is registered in the ** but provides service internationally. -I am a ******** in Ireland.-I contacted Dante labs multiple times over the last year for an update, for my results, for my money back if they could not provide my results, for them to stop advirtising to me if until they provided my results, I let them know I'd report them to BBB if they could not provide results and/or my money back. -Multiple people have been reporting similar on trustpilot.-This company took a DNA sample and promised results with a 6 week turn around time. It's been a year. I want my results, or my money back and sample returned with their data on it destroyed or both the sample and the data destroyed.

    Customer Answer

    Date: 03/03/2024

    Better Business Bureau:

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

    They are still sending me ads for their services.


    Sincerely,

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


  • Initial Complaint

    Date:02/05/2024

    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.
    I purchased a DNA test from Dante Labs on 6/10/2023 through one of their promotions. I provide a DNA sample by giving blood at home. It has been 8 months since I've ordered their kit and I still don't know what they did with my sample, how they are using my DNA, and if I'll ever hear from them again (see email chain attached for our correspondence). They are collecting DNA from people and never providing a result or explanation. I need to receive a full refund, all of the data that they collected on me, and I would like them to erase all of my personal data and destroy my sample to prevent it being used to steal my identity. I would also like for you to report them to the *** since they are clearly just stealing peoples sensitive health and genetic data.

  • Initial Complaint

    Date:01/18/2024

    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.
    Date of Transaction: July 2023 Money Paid: $599 Commitment by Business: DNA sequencing services within 6 to 8 weeks Dispute: As of January ****, I still have no results or any semblance of a service/product performed or given. The company "lost" my first set of tests sent back, then spent months arguing with me over a refund vs sending a second attempt at tests. I eventually accepted the second attempt as they would NOT refund. Second set of tests sent without prepaid return label as included per services, email sent to secure return label. More weeks passing without response/action. They have no other way to contact them outside of email.Resolution: The business offered a refund minus service charges to which I eventually accepted after some considerable back and forth. However, the business NEVER followed through with that request and when I attempted to contact they leaned on a second test attempt to which I accepted due to their lack of progress on the refund front. Correspondence with the business requires multiple attempts and can take weeks at a time before a response is received. A refund was offered, but based on actions this was never the intention.Order Number: ********

  • Initial Complaint

    Date:01/04/2024

    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 originally purchased a test kit from Dante that was delivered on 6/23/23. They advertised an 8-week turnaround for results. They did not acknowledge receiving the kit until 8/24/23 although it had been shipped on 6/25/23. I contacted them on 9/18/23 and 10/11/23 asking for an update and expressing my concern and disappointment. I received auto-replies. On 10/17/23 they updated the status to quality control completed and it has remained there since. On 11/27/23 I contacted them again to say that I would be filing with BBB and giving a negative review. I still have not heard from them since the last communication reported.

    Customer Answer

    Date: 01/29/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:12/20/2023

    Type:Customer Service 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.
    Sent my test back in the mail on June 5th 2023. They received it a few days later. The test cost over $500 and they promised a 8 week turn around. I have messaged them multiple times about when I will receive my results for them. All they do give me a bogus apology and never telling me when it will be ready. As far as I am aware the sample has not been sequenced yet according to their records. Also, they are still advertising that it will only take 8 weeks for results.

  • Initial Complaint

    Date:12/04/2023

    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 purchased Whole Genome Sequencing for $199 using my HSA card on November 11, 2023. The kit was received on November 17 and I opened it and collected my blood sample on December 1, 2023. Upon completing this, I became aware tha thet no return shipping label had been included in my kit. I immediately reached out via the only contact info Dante offers ********************************** and again emailed. I now have a 5 day old blood sample with no resolution to send it to the lab. I admit, after reading the many complaints regarding turnaround, I would prefer a full refund, but the least I would accept is receiving a whole new kit with return shipping and expedited processing (in writing).

Dante Labs Inc. is NOT a BBB Accredited Business.

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