Complaints

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• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  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 bought a home genetic test known as "The Works" panel, which includes the report: (client#MGXXXXX-D) "XXXXX Genetic Report" Advanced Methylation & Functional Genetics Panel in early November 2017, attached. I was promised an accurate genetic report based on the results of the home genetic test.
  
  The results for the MAO-B gene in the SNP REPORT section on page 9 show GREEN "wild type", and contradict the the MAO-B gene results in the SNP INFORMATION section on page 14 which shows RED "homozygous". I clipped and highlighted the sections on the attached jpg.
  
  I'm requesting a free re-test or a refund due to the contradiction in the original report and the failure of MaxGenLabs support to adequately address the issue.
  
  Attached image. The area circled in red indicates a contradiction in the results for the MAO-B gene between the SNP REPORT and SNP INFO sections.
  
  MaxGenLabs support said on this was "likely" due to a coding error in the writing software that didn't carry the information over from one section to the other. Further promise of confirmation resulted in a simple reiteration of the "likely" coding error rather than a verification of the actual test results. The correspondence is attached with the pertinent sections circled in red. A "likely" explanation for the contradiction is not acceptable for the promised accurate test report.
  
  Here is why the contradiction is important:
  
  My physician says a homozygous MAO-B gene is contraindicated for anti-depressants. I may not be able to take antidepressants but now I can;t tell due to the inaccurate report. Also, a homozygous MAO-B gene seems to indicate reduced GABA receptors in the brain which I would like to correct with supplementation which will take 3 to 6 months and continue indefinitely. This test result is important. A "likely" coding error in the writing software is not an accurate report as was promised.
  
  In addition, in the attached image you can see the CBS 360 & 699 seem to be mislabeled.

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/09/01) */
  First and foremost, we do not offer Pharmacogenetic testing and do not recommend for or against any drugs within our reports. Determining pharmaceutical interventions require much more testing than what we provide.
  On August 16, I emailed Mr. ********* (Email is attached), ensuring him that the SNP report was correct, and the Gene/SNP Information sections in the back of the report contained a typo. This correlates with my staff's reply to him in the initial email exchange. I also explained that there was no need to retest, that the raw data would not change, and that this issue was a simple typo in the back of a report. This report is well over 4 years old, and we have made significant changes and updates to the reports since then. Data that is this old, is kept offline and is not readily available for us to review and work with quickly.
  In the August 16th email, that I have not received a response from Mr. ********* yet, I offered to run the raw data through our new reporting software free of charge so he would receive all the updated information free of the typo he has in his original report. This is not something we offer, but something I felt inclined to do last month. I have already re-coded the new software to accept this 4-year-old data, and if Mr. ********* simply replies to my email, we could send him an updated report.
  
  **** ********** DC
  ****@maxgenlabs.com
  Founder MaxGen Labs
  
  
  Consumer Response /* (2000, 7, 2022/09/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  i talked to the big cheese and he fixed everything for me, he got the raw data and reran the reports. very satisfied.