Complaints

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• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  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'm disputing unreliable pet waste DNA testing conducted by PooPrints/BioPet Laboratories. Their testing led to false accusations and a $702 charge from my property manager for alleged violations by my dog **** **** ********3).
  Date of issue: April 2025
  Amount: $702 in penalties based on their testing
  Service promised: Accurate, reliable DNA testing of pet waste
  My complaint is supported by PooPrints' own testing documentation which shows:
  RESULT REVERSAL: ****** ********* (collected 8/6/2024) initially tested as "NO MATCH" but was later changed to "MATCH" on 4/1/2025 without explanation - nearly 8 months after collection.
  TESTING IRREGULARITIES: My dog's DNA was collected 3/1/2025, yet they claim it matched samples from August 2024. Their reports show multiple "0" values for genetic markers, indicating incomplete analysis.
  SCIENTIFIC CONCERNS: Zeus is a pure bred American English mix Labrador Retriever, a common breed with genetic similarities. Their limited marker testing is insufficient for reliable differentiation among common breeds, creating high false positive risk.
  CHAIN OF CUSTODY FAILURES: No documentation shows how samples were collected, stored, or maintained during the months between collection and testing.
  DECEPTIVE BUSINESS PRACTICES: The company represents their test as scientifically reliable for enforcement purposes while using methodology that doesn't meet forensic standards. They failed to disclose testing limitations and potential false positive rates.
  I have always cleaned up after my dog and dispute these allegations. I requested scientific explanation for the result reversal and complete documentation, but received no satisfactory response.
  I've attempted resolution by:
  Contacting PooPrints directly to request documentation
  Asking for clarification on their testing methodology
  Requesting explanation for the reversed results.

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond to the concerns
  raised by the complainant regarding DNA testing results from our PooPrints
  program, as administered by the Community in which they reside.
  BioPet Laboratories is an I** ********** accredited
  forensic laboratory, a standard which requires rigorous quality control, method
  validation, and chain of custody procedures. The PooPrints service is a
  forensic DNA-based identification tool used by properties to help enforce pet
  waste policies. Like any forensic lab, BioPet stores DNA data profiles in a
  secure database and constantly compares new data samples to previously
  collected and stored DNA profiles.
  1. Regarding the Alleged “Retroactive
  Match”
  The Complainant’s concern centers on the fact that her dog,
  matched to previously “unmatched” samples collected before the dog was
  registered. This is not an error but a standard forensic process.
  Waste
  samples were originally tested in August 2024 and yielded valid DNA
  profiles.
  At
  the time, the dog in question was not registered in the PooPrints system,
  so no match was returned.
  The
  dog was then registered in March 2025. Once his DNA profile entered the
  system, the existing unmatched data samples were automatically reanalyzed
  through our continual algorithim, and the system identified them as
  matches.
  This process is identical to the way law enforcement
  forensic databases work—evidence may remain unmatched in a database until a new
  profile is entered and later linked to previously unsolved incidents.
  2. Accuracy & Reliability of DNA
  Testing
  Our system uses a 16-marker SNP panel, which is designed to
  uniquely differentiate one dog from any other, including littermates and dogs
  of the same breed.
  The
  concern regarding the complainant’s being a retriever and “similar to
  other retrievers” is addressed by our use of genetic markers that
  distinguish individuals, not just breeds—similar to how forensic DNA can
  differentiate between siblings or twins.
  These
  markers are in non-coding regions of the DNA across different chromosomes.
  Meaning these regions can be very distinct even between relatives, dogs of
  the same breed, dogs with the same appearance, coat color, etc. The allele
  values in this panel alone do not directly correlate to a specific breed.
  While
  some markers in the match certificates of the waste samples, may
  occasionally show “0” due to lack of amplification (a normal occurrence in
  DNA testing), a valid match requires at least 8 reliable markers, which
  provides a match probability of greater than 1 in several billion—meeting
  forensic standards.
  All
  match determinations are based on random match probability calculations,
  not breed generalizations.
  3. Chain of Custody and Retesting
  Offers
  Chain of custody is maintained and documented for all
  samples, following our ISO-accredited protocols. The Samples provided, like all
  submissions to our lab, was received, processed, and stored according to those
  standards.
  4. Role of Property Management and
  Fines
  It is important to note that BioPet Laboratories and
  PooPrints do not administer fines or collect penalties. We only provide
  laboratory results to the property that utilizes our service. The $702 charge
  was levied by the complainant’s community, not by BioPet or PooPrints. We do
  not receive or process resident payments and cannot issue refunds for fines we
  did not impose.
  5. Final Notes and Resolution Attempt
   In an effort to resolve the matter fairly the
  complainant has received written communication that provides:
  A
  detailed explanation of our DNA matching methodology
  Scientific
  clarification on statistical accuracy
  An
  offer for further testing, we offered the complainant an opportunity to
  submit a validation swab to confirm the results, which was declined.
  We believe we have acted transparently and in accordance
  with forensic laboratory standards, and we regret that our efforts to resolve
  this have not been satisfactory to the complainant. We are happy to provide
  additional information to the BBB or the complainant upon request. We remain
  committed to scientific integrity, transparency, and consumer understanding.