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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:07/03/2023

    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 a 30x Genomic Sequence subscription in March 2023 in order to investigate underlying health issues. I received a sampling kit (saliva) and returned it promptly. I was notified via email and the Dante Labs dashboard that my sample had been received on April 14th. The service promised to deliver results within 8 weeks. Next week will mark 12 weeks, although I only attempted to inquire about the status once via email 2 weeks ago, I've yet to receive a response and the status of my order is still at the ** (quality control stage), meaning they haven't processed the sample or verified it's viability. Stupid me, about two weeks after purchasing the subscription (1 year @ *****/month = 199/year) I purchased the full reports panel for an additional 199USD because the promotional price seemed like a good value. I ordered this to investigate underlying health issues and as a ************************ since I suffer from Bipolar/ADHD and my father is both diabetic and now dying of colorectal cancer. Normally, I'd give a business some leeway but at 12 weeks, they've overshot by 4 already, haven't responded to my email, reviews here and elsewhere abound of waiting times lasting anywhere from 5 to 10+ months -- and yet, they keep pushing ads and promotional pricing all over the internet to snag more unsuspecting clients into the net when they can't even fulfil on their promise to existing clients.I had debated between 3 competing services (Sequencing.com, Nebula and Dante) and clearly made the wrong choice, although this isn't a case of buyer's remorse but rather that I'd have submitted my sample to a more reliable provider (which is what I intend to do, should I manage to extract a refund from these scammers). Thus far I have been billed 4 months * *****USD (*****) + 199USD for the reports panel.

  • Initial Complaint

    Date:05/15/2023

    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.
    I bought a DNA testing kit on Jan 28th and they had given a timeline of upto 6 weeks. It has been over 3 months now and still not result. I want a refund.

  • Initial Complaint

    Date:05/10/2023

    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 made an order with Dante Labs on 26th of December for Genome DNA test which should take 6 weeks, however 5 months later, they have not provided any results to me. Customer Services respond that they have delay, but this a very long period already and I would like to have to have a refund.

  • Initial Complaint

    Date:04/25/2023

    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 prepaid for analysis of 2 samples for 199$ each. The turnaround time was 6 weeks and I have not received till now what I paid for.I have been on email comms and they really don't know when they will complete the service they were prepaid for.This is a SCAM- misleading ads, aggressive marketing, false turnaround time.They do not reimburse me. You really need to get competent authorities involved with this scam.

    Customer Answer

    Date: 05/19/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/05/2023

    Type:Service or Repair 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.
    I ordered the companies 200 dollar genomic test. I was unable to use their blood draw product to successfully provide a sample. I contacted the company to ask how I should proceed. Their representative did not provide a pathway forward to complete my order and subsequently stopped responding to my email questions about how I can best proceed. There is no other way to contact the company and it appears I have been scammed.

    Customer Answer

    Date: 01/31/2023

    At this time, I have been contacted directly by Dante Labs Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

    Dante Labs has asked that I cancel the chargeback from my bank so that they can refund me. I've had asked that they refund me first, and then I will cancel the chargeback. I'm awaiting their response.

     

     

     

     

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

    Sincerely,

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

    Customer Answer

    Date: 05/10/2023

    Hello, the company has refunded all costs associated with my complaint and the issue is resolved. No further action should be taken. Thank you.

  • Initial Complaint

    Date:12/06/2022

    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.
    I purchased my kit in september of 2020. I received my results and I have been trying to download my raw data from their raw data library, but certain file formats will not download. For example the bam format will not download. I have been unable to get a response from this company for over two months. I have reached out multiple times and simply cannot even a response. It is like their customer service department does not exist. I do not know what else to do. I just need the raw data so I can move on from this company.

    Customer Answer

    Date: 12/31/2022

    Better Business Bureau:

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

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

Dante Labs Inc. is NOT a BBB Accredited Business.

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