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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:12/02/2023

    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 bought 1 kit from dantelabs. My email is ********************* and I received the kit without any return label! They don't answer any emails these idiots and now they'll face getting sued by me if they don't return one.

    Customer Answer

    Date: 12/27/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:11/28/2023

    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 am writing to formally express my dissatisfaction with the service provided by Dante Labs concerning the Whole Genome Sequencing kit ID: **********. Transaction Details: Date of Transaction: March 8, 2023 (Date of Kit Confirmation) Amount Paid: 199 EUR Services Committed: Whole Genome Sequencing with an advertised turnaround time of 6-8 weeks. Kit passed Quality Control on 15th of September.2. Nature of the *********************** has been significantly delayed beyond the advertised turnaround time. As of my last communication, the completion of sequencing is still pending. Despite my kit being received on March 8, 2023, and Dante acknowledgment of the same, the results have not been provided even after several months. I have reached out multiple times (inquiries on May 31, 2023, and follow-up on June 6, 2023) for updates, only to receive apologies and promises of expedited processing which have not materialized.3. Attempts at Resolution: Dante Labs has acknowledged the delay and offered me 5 free panels as compensation. However, the primary issue of the delay in providing the sequencing results remains unresolved. I have communicated my willingness to receive the sequencing results as soon as possible.4. Request for Immediate Action: On 12th of November, I urged Dante Labs to expedite the completion of my sequencing, considering the significant delay and the commitments made. On 15th of November I received computer generated reply.5. Additional Information: Account/Order/Tracking Number: TSAC6928 The issue has also been raised due to the lack of updates and communication from Dante Labs regarding the status of my service request.

    Customer Answer

    Date: 12/23/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:11/27/2023

    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.
    Bought ******** sequencing test kit, it was delivered, but there is no return label. Sent a lot of emails them and no answer. Seems like company will file bankruptcy soon and trying to collect more money by providing different discounted prices. I want my money back full refund.

    Customer Answer

    Date: 12/22/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:10/21/2023

    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 ordered this Genetic testing kit from Dante Labs for Mothers Day 2023 and she has still yet to receive her results. She has contacted the company several times for updates, only to receive a generic automated response that her sample passed quality control. This company seems to have taken my money and has no intention of providing what was promised. They need to be investigated and shut down as they are advertising false services with the intention of stealing your money.

    Customer Answer

    Date: 11/15/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:09/19/2023

    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.
    The transaction date is 13 February 2023 for the amount of ****** GBP for "******** Sequencing Test" whole genome sequencing service (as in the picture attached).As of today there has been over 8 months since I purchased the service and Dante Labs' own terms and conditions (also on the picture attached) state that the service I purchased is delivered within 8 weeks "Dante Labs will perform the Genome Sequencing Test within 8 (eight) weeks from the receipt of your saliva or blood sample. In some cases, Dante Labs will perform the Genome Sequencing Test in less than 8 weeks."I submitted multiple emails and requests for either an update or refund but Dante Labs fail to provide any progress updates and refuse to refund the money for a service they failed to provide.The order number is ******** My account ID is ********

    Customer Answer

    Date: 10/14/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:09/06/2023

    Type:Product Issues
    Status:
    Resolved
    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 husband (*********************) and I bought two ******** Sequencing Test kits from Dante labs for whole genome sequencing. On the 16th of March 2023, they verified that they had receive our samples. Since then the samples have been waiting to undergo Quality Control. I have contacted the company on numerous occasions but all I receive is an automated message that they are busy and will get back to me, which they never have. I have complained on Trustpilot, they respond then online but they lie and say that they have been in contact with me. I have requested a refund for these two kits but again no response. They do not appear to actually have Customer Services.The number of my kit is ********** My husband ********************* is ********** They cost 398 EUR.

    Customer Answer

    Date: 10/02/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Dante Labs Inc. has been resolved.

    I want to thank you for your intervention.

    I had emailed and repeatedly tried to contact Dante Labs but they ignored me.

    Once I told them that you were involved, suddenly they began to pay attention and have actually sequenced both my DNA sample and that of my husband. The analysis has not been done yet so we are waiting on the results. However I believe without the threat of your intervention, Dante Labs would not have done anything. I truly believe that this company should be investigated as they are advertising a service that they have problems delivering.


    Sincerely,

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

  • Initial Complaint

    Date:08/21/2023

    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.
    Ordered my first WGS kit from Dante Labs in February 2023, recieved the salvia kit and sent the salvia sample back promptly.Now waiting almost 6 months (advertised as 8 weeks turnaround time).On some e-mails I sent to the DanteLabs I recieve no answer.Last e-mail - from 16th Aug, still no answer.On previus emails, when I recieve a respond from Dante Labs - always the same - big volume of work, they will handle it, speed it up and so on, but, no results so far.Shortly after I bought the first kit ***** Dante Labs, I bought additional 8 kits, for which I will ask refund, since there is no hope that Dante Labs will test them, when they didn't test the first test kit so far.They still advertise and take new orders, but are unable to finish testing the previous tests, makes no sense to me. Beware!!

  • Initial Complaint

    Date:08/15/2023

    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 was gifted a Whole Genome Sequence test from this company by another interested party. The collection kit was delivered on June 16th. I returned it not long after. I was admittedly late registering the kit in their "Genome Manager", but with a little correspondence, I was able to get it done. It's been 8 weeks and I am still seeing "Awaiting Your Kit" on their website. I have made several attempts to contact them. An email address is all they provide. No phone seems to exist. I have made several requests for contact with an actual person only to be met with, "..we are experiencing delays, etc..." through email. If they are backed up - that's fine. I just want confirmation that they are in receipt of my sample and are processing it. I have gotten no more than boilerplate responses about delays from them. The order in question is: ******** and the kit number I was provided is: ********. Thank you.

    Customer Answer

    Date: 09/10/2023

    Better Business Bureau:
    A few days after my initial complaint, the status of my sample kit changed to "we have received your kit", which is where it remains today. I will not consider this issue resolved until I receive accurate results.
    At this time, I have not been contacted by Dante Labs Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:08/06/2023

    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 ordered a WGS panel on Feb 11, 2023. I paid $214 for a ******** Sequencing Test with 8 weeks Turnaround Time.It is now Aug 6 (6 months later) and I still don't have my results.I requested a refund by email to their customer service email and they said they can't offer one but were not able to provide a date I'll get my results.Please note: They continue to advertise 8 week turn around and collect money from new customers despite knowing full well that they haven't been able to provide results in less than 6 months and counting.

    Customer Answer

    Date: 08/30/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:07/03/2023

    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.
    Dante recieved my sample 19/04/2023 with an 8 week turnaround time. Others have been waiting up to 8 months. Whilst Dante Labs still advertises an 8 week turn around and continue to take new orders.

Dante Labs Inc. is NOT a BBB Accredited Business.

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