Complaints
This profile includes complaints for DNA Diagnostics Center's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 40 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/30/2024
Type:Service or Repair IssuesStatus: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 or around 7/24/2023, I made a down-payment of $199.00 to DNA Diagnostic Center (DDC) to start the Grandparent testing process at a total cost of $499.00 to include 2 adults and 2 children. The remaining balance of $300.00 to be paid at the conclusion of testing and the final results. On 10/12/23, the remaining balance was paid per DDC request, for the results to be available to me immediately thereafter. The results were not available until 10/20/23 and indicated that only 2 adults and one child was tested. I called the DDC contact number about the discrepancy on 10/20/23 and on 11/1/23 and was told I was due a refund of $50.00 which would be sent out within 5 business days. On 11/17/23, I was told to wait a few more days for the refund. On 11/27/23, I called DDC contact number, spoke to a supervisor who was incredibly unprofessional and concluded that the refund was sent to the wrong address. The supervisor said a refund would have to be reissued but I would have to wait for approximately 45 days for the corporate office to consider reissuing the refund.
All contacts with DDC whether by phone, email, mail, or on my personal checks, has my correct address.
It has been more than three months since DDC contact center personnel(s) acknowledged the error in billing, claimed the refund was sent to the wrong address and stated DDC would reissue the over payment/refund to the right address. What I don't understand is why the over payment/refund would have to be at the corporate office discretion? This all seems to be a BIG SCAM and business as usual with DDC when it comes to refunds, over payments or any paybacks. No one takes responsibility for customer complaints.
I am not pleased with DDC customer service. I am also disappointed with the way my confidential results was mailed to me.Business Response
Date: 02/06/2024
Hello,
DDC has reviewed the concern and does acknowledge that there was an address error for the original $50.00 refund check in addition to delays in processing. DDC escalated this to stop payment on the original check and processed a new check for the $50.00 refund owed to the customer. The check was expedited by courier and due to be delivered today, 2/6/24. See attachment for shipping label information. We do apologize for this lengthy delay with this refund check. We do require additional approval for checks and are working to reduce the timeframe for processing. DDC also did enter the wrong address on the original check and are also reviewing our process to ensure this does not happen in the future. We do apologize this has taken so long to resolve, but the $50.00 check should arrive 2/6/24. We appreciate you bringing these concerns to our attention and are always working to ensure the best possible customer experience.
Regards,
DNA Diagnostics Center
Customer Answer
Date: 02/16/2024
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.2/09/24 via telephone:
* The company addressed the issues by sending a refund check in the amount of $50.00 on 2/5/2024 via
*****. I received the refund check on 2/6/2024.
* I am pleased with the way BBB assisted me in resolving this matter.
Regards,
***** *******
Initial Complaint
Date:01/22/2024
Type:Product IssuesStatus: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 tried to reach out to *** about some discrepancies on results that were provided. When I was talking to them I felt like they were talking to me like I was stupid. I felt my results were wrong and asked for a retest. Of course they said either wait until baby gets here or pay for a whole other test. Well I’ve decided to test with ******. Results were the opposite! Somebody’s wrong in the test and I will find out when the baby gets here. I tried to mediate with this company but they feed you what you want to hear or make you feel stupid like you don’t know what’s going on. I’ve emailed the legal team still no reply. Somebody is wrong I don’t know if it’s *** or ****** but either way I’m going to consult a lawyer. I strongly feel people should test regardless after birth and don’t waste your time with this prenatal test. I strongly feel they guess. They like to push that they’ve been in business so long. So many people are hurt out there I feel like if you get the answer you’re looking for you’re not going to question it. There would be a lot more reviews. What really made me question was the lady that left a complaint about them saying they won’t conduct her test due to her being R**ED. Now her review is not here anymore? That’s a big deal I guess it’s easier to tell paternity but when you actually have a serious problem they want nothing to do with it. She also claimed the average person won’t have fetal dna circulating until after 15 weeks? We did ours at 7.5 weeks. Also a lot has changed in due dates ect so it would exclude me. That is a big deal so I felt It was right to get a 2nd option. Someone is lying and we will have the answer when the baby gets here. I have already consulted with a lawyer as soon as I received ****** results. Scam artist spend years in prison. If you have a website and a logo it makes it credible I guess. We will find out I don’t want to talk to nobody you had your chance when I was trying to ask questions and was made a fool.Business Response
Date: 01/30/2024
Hello,
Thank you for reaching out. DNA Diagnostics Center is a leader in DNA Testing. The *** Certainty™ Non-Invasive Prenatal Paternity Test, which uses the SNP microarray method, is the most accurate test available—and ours is the first and only prenatal paternity test accredited by the ****. Because it’s non-invasive, the test is completely safe for mother and pregnancy. In addition, we are HIPAA compliant and in order to speak about any testing that may have occurred, we would need to speak to you directly and validate your information to confirm with any authorized tested party. We are reaching out by email. The phone number provided is missing a digit as we would like to be able to connect by phone. We look forward to being able to speak to you directly.
Regards,
DNA Diagnostics Center, Inc.
Initial Complaint
Date:01/19/2024
Type:Service or Repair IssuesStatus: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.
I requested DNA testing for my 2 children and husband for the ******** ******* in *******. I paid $599 usd on 11/10/23 . I forwarded a copy of my DNA request letter from the embassy to DDC as requested for their specialists to review. I subsequently received an email on 11/13/23 with the appt schedule and location. I was assured that their collection center (lifelabs) in ****** was approved for immigration DNA testing for the United Stated. On 1/11/24, I received an email for the ******** ******* in ******* that Lifelabs was not accredited and they could not accept the result. I called DDC twice and finally spoke with a supervisor Jenifer, who claimed that the request from the embassy was that i complete the DNA testing in ******* but this is untrue based request form from the embassy as well as the email they sent to refuse the testing.
I verified severally with the rep that I made the payment about being in ****** and the location for collection.
I complained to DDC and the Supervisor (Jenifer) stated that they can only refund have my money which is not acceptable as I have to pay another company to complete the testing all over again and DDC provided false information and instead of using an **** accredited site, they used a third party site that was not accepted by *****.Business Response
Date: 01/29/2024
Hello,
We are sorry to hear that your experience did not go as expected. We have attempted to contact you several times to review your case specifics. We want to assist and ensure that you are able to use the results. Please reach out to us at [email protected] if you would like to have one of our specialists review with you.
Regards,
DNA Diagnostics Center
Customer Answer
Date: 02/05/2024
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. I spoke with them and after much argument and finally they accepted their error and apologized and refunded my money.Thank you so much for helping me
Regards,
***** *******
Initial Complaint
Date:01/10/2024
Type:Service or Repair IssuesStatus: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.
MY NAME IS ******* ******, D.O.B APRIL 4, 1960 AND I TOOK MY PROSPECTIVE DAUGHTER ******** ***** D.O.B. JUNE 26, 1996 IN TO THE DNA DIAGNOSTIC CENTER ON ******** **** ********* ******** **** AROUND JUNE OR JULY 2010. HER ADOPTING MOTHER **** ******* ***** AND ********** SISTERS CARETAKER. ( OR OLDER SISTER WENT WITH US. WHEN WE GOT TO THE CENTER THEY TOOK BOTH I AND ******** IN A BACK ROOM TO BE TESTED. THEN THEY SEPARATED US AND PUT US IN SEPARATE ROOMS. WHAT I WAS WAITING FOR I DO NOT KNOW. IT IS MY BELIEF THAT MRS. ***** PAID THE TESTER MONEY WITH SOME MONEY $1,000, THAT I HAD GIVEN HER FOR ******** EARLIER. I BELIEVE HER TO BE MY DAUGHTER STILL EVEN THOUGH SHE DIED IN 2018. THERE WERE TO GRANDCHILDREN OF HERS LEFT UPON HER DEAT; A GIRL AND A BOY. I'M TRYING TO FIND THEM. AND I WANT YOUR CENTER TO RIGHT THEMSELVES BY MAKING SURE THE BLOOD SUBMITTED WAS ACTUALLY OURS.Business Response
Date: 01/17/2024
Hello,
DNA Diagnostics Center does not have any information to review or any response for a sample collection inquiry that was completed in 2010. DDC is a leader in DNA testing and has been trusted by customers since 1995 with over 20 million DNA tests.
Regards,
DNA Diagnostics Center
Initial Complaint
Date:11/30/2023
Type:Service or Repair IssuesStatus: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 called DDC and prior to purchase I was told no mailing goes out for results only via email with secure code etc. and purchased a very overpriced test to receive results. If I was advised correctly about the process of results being mailed I wouldn’t have continued with the kind of test purchased due to the domestic dispute on going! I never received paperwork via mail but they mailed out documentation to the “alleged father” which resulted in harassment which I was trying to avoid! I spoke with MULTIPLE people the hold times are crazy the customer service was only decent with the rep that understood my main purpose of action was a sincere apology and to know that the person that advised me incorrectly was being spoken to. The company claimed not find that specific call as well as three other calls. I requested my money back since they aren’t going to do anything have had no cares for what was told to me and overall the and experience and service being received because I had to reach out on updates that I wasn’t receiving from them when I was supposed to for them to still not have anything revised in the timely manner that was provided to me I waited three weeks for a RUDE supervisor to lie on the call and cause my already high risk pregnancy to have more stress added and the conversation to become heated. This company isn’t anything I was suggest to anyone they scammed me into paying for something that wasn’t advertised to me properly just to get my money despite my safety!Business Response
Date: 12/08/2023
Hello,
Thank you for reaching out to us. We do apologize if there was any miscommunication regarding issuance of results. Authorized tested parties that provide address information on the client authorization form are provided with copies of the results. We always strive to provide the best possible service and use customer feedback to provide continuing education training to our team members.
Best Regards,
DNA Diagnostics Center
Initial Complaint
Date:10/19/2023
Type:Service or Repair IssuesStatus: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.
March of this year I was pregnant and did the non invasive test I got an 99.9 that my boyfriend was the father fast forward oct 2023 I did a sibling test between my two kids test says there full sibling but my obgyn says the test weren’t compared with enough markers so I am now worried that my results aren’t right and feel like I’ve been scammed also because after 90 days of my first test I wasn’t able to view my results anymore online then when I did the sibling test the old results magically appeared when a customer service worker told me the old results were no longer in there system an she couldn’t see them anymore I no I’ve been scammed and I think my results aren’t accurate.Business Response
Date: 10/27/2023
Hello,
We did attempt to reach out to the customer to further discuss but have not received a return call. We noted that there were several earlier conversations where the results were reviewed and explained. DDC is an accredited laboratory and the results issued to the customer met the criteria for issuance. The customer did use their credentials for their initial testing to access the report from earlier in the year. The customer was provided the results for the testing that was requested. We would be happy to review the results with the customer if there are any additional questions.
Regards,
DNA Diagnostics Center
Customer Answer
Date: 10/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
*** ******Initial Complaint
Date:08/30/2023
Type:Delivery IssuesStatus: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.
Product ordered was not received. No answer when attempting to contact them.Business Response
Date: 08/31/2023
Hello,
I do apologize that you had difficulty reaching us but see that you were able to connect with us later in the day on 8/30. I have also confirmed delivery. If that is not the case, please reach out to us at ###-###-####.
Best regards,
DNA Diagnostics Center
Initial Complaint
Date:08/22/2023
Type:Service or Repair IssuesStatus: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.
Purchased a sibling legal DNA test center appointment in ****** ** for my aging uncle. I live in *** ****** **. Told them prior to purchasing this.. over $440.00 as it needs to be the legal version and I need an appointment for august 29th at 9AM. After taking my payment I get an email that this site is no longer providing DNA testing and they are sending us to *****. I have text my contact as soon as I received the email as well as twice after. The phone number provided in the email is disconnected. Located several other contact #'s.. also disconnected. Need help ASAP as this is a legal matter that needs resolution my Monday the 29th of AugustBusiness Response
Date: 08/23/2023
Hello,
We do apologize that we were unable to coordinate the scheduling of your appointment at the location originally discussed. We have since inactivated that location since they are no longer doing the sample collections. In addition, we have refunded everything in full since we were unable to locate an alternative location that was close enough. We do apologize for the inconvenience. Your credit card refund is processed and should register as such on your account in the next business day.
Regards,
DNA Diagnostics Center
Initial Complaint
Date:08/11/2023
Type:Service or Repair IssuesStatus: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.
My lab experience was great, since a third party was used. The process of getting my results, however, was not so great.
I’ve been calling their office every day since the 3-5 day non invasive paternity test said they’d deliver the results by email.. I paid $1700 for a service, and it is damn near impossible to get ahold of someone over the phone for a status update.
The only time it seemed as if anyone answered was when their “systems were down”. It’s been very frustrating as a pregnant person. The only reason I went through this company was because it was referred by an ******** ********* website.Business Response
Date: 08/23/2023
Hello,
We do apologize for any delays you may have experienced while trying to reach DNA Diagnostics Center. We do believe this issue has been resolved. If you have any additional questions, please call us at ###-###-####.
Regards,
DNA Diagnostics Center
Initial Complaint
Date:07/12/2023
Type:Delivery IssuesStatus: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.
At the beginning of May I purchased a DNA test kit online from this company. The middle of June I contacted them in regards to not having received the kit yet. I provided all information that I had and also provided a bank statement with the charge highlighted. We are now in the middle of July and no test it or refund.Business Response
Date: 07/20/2023
Hello,
We did reach out to the customer and apologized that he had not received the kit. We expedited a new kit shipment and have confirmed that it was delivered on 7/14/23. Thank you for reaching out to us and allowing us to correct the issue.
Regards,
DNA Diagnostics Center
Customer Answer
Date: 07/20/2023
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.
Regards,
**** ******
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