Complaints

This profile includes complaints for Viome's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Viome

  205 108th Ave NE Ste 150 Bellevue, WA 98004-5778

• 

  Viome

  81 Camino Entrada Los Alamos, NM 87544-3341

• 

  Viome

  11724 NE 195th St, Suite 101 Bothell, WA 98011

• 

  Viome

  111 Moonachie Ave Moonachie, NJ 07074-1821

• 

  Viome

  241 W 37th St New York, NY 10018-5705

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.

• Initial Complaint

  Date:06/09/2025

  Type:Product 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.

  On December 19, 2024, I purchased the Full Body Intelligence Test from Viome Life Sciences, which includes analysis of saliva, stool, and blood samples, with the promise of receiving personalized health insights based on my bodys response to over 500 foods and supplements. The company advertises that results will be delivered within 23 weeks of submitting the samples.I submitted all required samples (saliva, stool, and blood). After over a month, I was informed that my blood sample was insufficient. I then had my blood drawn by a senior teaching nurse at a major hospital and sent it in. After another two-month delay, I was told again that the sample was not ********* of June 9, 2025, nearly six months later, I have received no results at all not even from the saliva and stool samples, which were accepted. Viome has refused to issue a refund, despite failing to deliver the promised service. They only offered to send a new kit for me to start the process over again.Viome also promotes retesting every six months because the microbiome changes over time. At this point, even if they were to issue results, they would no longer be valid. Their failure to fulfill their timeline and refusal to refund is both misleading and unacceptable.I am requesting a full refund of $289, as the service I paid for was not delivered.Resolution Sought: Full refund

  Business Response

  Date: 06/17/2025

  After reviewing your account, Id like to clarify that were unable to process a refund at this time. However, to ensure you receive the full value of your purchase and the most up-to-date insights into your health, I recommend that we send you a new test it.

  I also want to provide some clarity regarding the delay in your results. Our Full Body Intelligence Test requires all three samplesblood, saliva, and stoolfor a complete and accurate analysis. Currently, your blood sample is still pending, which is why your results have not yet been released. Each sample contributes unique data, and all three are essential for a comprehensive report.

  Please respond to our support email and we will get your new kit shipped right away.

  
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23447367
  
  I am rejecting this response because:

  I respectfully reject Viomes offer.
  I have already attempted this test twice. I followed all instructions, submitted my saliva, stool, and blood samples, and even had my blood professionally drawn by a licensed senior hospital nurse twice. Despite this, my blood sample was rejected both times. It has now been over six months since my initial purchase, and I have received zero results.
  
  
  Offering me yet another test kit at this point is completely unacceptable. If Viome cannot accept a properly collected blood sample from a licensed nurse, there is no reason to believe any future attempt would be successful. I should not be forced to attempt this a third time after following their process precisely.
  
  
  What is most troubling is the clear dishonesty and lack of integrity Viome continues to display. They are refusing to refund my money despite failing to provide any results, while continuing to hide behind a 14-day refund policy that heavily favors them. Yet they completely ignore their advertised guarantee of delivering results within 2 to 3 weeks. When it comes to policies that protect the customer, ********************** simply disregards them. But when it comes to policies that protect Viomes revenue, they rigidly enforce them even when they have not delivered the service paid for.
  
  
  This is deceptive, unethical business conduct. Viome has now held onto my money for more than half a year, while I remain an unhappy customer with absolutely no results. The fact that they continue to refuse a refund under these circumstances speaks volumes about the way they do business and their complete lack of accountability.
  
  
  I am once again requesting a full refund of $289 as Viome has failed to deliver the service I paid for.
  
  
  Thank you,
  ******* *******
  
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/18/2025

  Thank you for your response. We understand how frustrating it can be to hear that a blood sample failed - especially when it was collected by a healthcare professional. While our lab uses rigorous quality control measures, there are a number of factors that can impact a sample's viability. 

  We respect your decision to not want to redo the blood sample and have informed our support team to help process a refund for you. They should be reaching out to you shortly. 

  Customer Answer

  Date: 06/18/2025

   
  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 am finally glad to see the company made the correct decision to refund my money.  
  Im looking forward to my credit of $289

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/20/2025

  Type:Product 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 signed up for Viomes 3-month supplement plan during a Black Friday sale. I was expecting a science-backed, personalized approach to improving my health. Instead, I ended up dealing with alarming side effects that began shortly after starting their supplementsmost notably intense stomach cramps, diarrhea, acid reflux, burning in my throat and chest, and trouble sleeping. These issues were not present before, and the timing made it clear the supplements were the likely cause. When I reached out to customer service to cancel, I was shocked to learn that Viome refuses to allow cancellations during the 3-month term, even in cases involving negative health reactions. At $79 per month, this isnt just frustratingit feels exploitative. I can't even use the product without distressing symptoms that make it difficult to do my job or function. A health-focused company should take adverse reactions seriously, but Viome offers no flexibility, no refund, and no real support when their products cause harm. Locking customers into a rigid subscription regardless of their well-being is, in my opinion, irresponsible and deceptive. The message is clear here. My health issues aren't valuable in this context. Im requesting the following:-Immediate cancellation of my subscription with no additional charges -A full refund for what Ive already paid -A written acknowledgment of the health issues Ive reported If this isnt resolved quickly, Ill be pursuing a chargeback through my credit card company. Im sharing this here so others can make a fully informed decision before signing up.

  Business Response

  Date: 05/21/2025

  Thank you for reaching out and sharing your feedback. Were sorry to hear about your experience and appreciate the opportunity to clarify a few things.
  

  You do have the option to cancel your subscription at any time. However, because this is an annual plan, a cancellation fee applies. This fee covers the cost of the test kit, lab analysis, and personalized results and recommendations that you already received. While the total cost of the program is typically spread out across the subscription term, the cancellation fee covers the cost of the test kit should you choose to cancel your subscription early. 
  

  We understand that your current formula may not be working for you, and we want to help. Our team would be happy to review your supplement formulation and offer a personalized reformulation to better support your goals and preferences.
  

  Please let us know if youd like us to proceed with reviewing your formula or if youd prefer to move forward with cancellation. Were here to support you either way. Our Support team can be reached at ********************************** (chat), ********************************** (email) or ************** (phone) and are available from 6am to 6pm PT.

  Customer Answer

  Date: 05/30/2025

  Hi ******, 
  
  Thanks for your message. My apologies that I did not respond within the seven day window. This is my first complaint. I would like to proceed as this issue has not been resolved. All Viome has done is insist that they reformulate the probiotics for me but I can't take something that made me so sick. I had horrible GI symptoms and it made it extremely difficult to function, especially at my job. Many online reviews resemble my experience. 
  
   Can you please let me know how to proceed? 
  
  My Case ID is ********. Thank you! 
  
  Sincerely,
  ******** Velez 
  

  
  

  Business Response

  Date: 05/30/2025

  Thank you for your message, and we're sorry to hear about your experience. We understand your concerns and respect your decision not to move forward with a reformulation.
  

  While wed still be happy to assist in creating an updated formula, that is entirely optional.
  

  As for the cancellation fee, this applies because your purchase included a subscription plan, which was canceled before the full commitment period was met. The plan included a personalized test kit and a full set of Results & Recommendations, which were successfully processed and delivered. The fee helps cover the cost of those completed servicesthe test kit alone is valued at $279as outlined in our Terms of Service.
  

  Please know our goal is always to support your health journey in a meaningful way. If you have any questions about your results or next steps, were here to help.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23357115
  
  I am rejecting this response because:

  I cannot accept a reformulation of something that makes me so sick that I can't focus on work on everyday tasks. Others have expressed the same experiences as me in reviews and on BBB. A business that cares about people's physical health should do the right thing and let me cancel without a fee. I cannot put this product in my body. I've never experienced such a terrible response to a supplement before. 

  I made multiple good-faith attempts to cancel my subscription through your system, which was deliberately confusing and made cancellation nearly impossible without incurring future charges. Your platform did not provide a straightforward cancellation process, and your customer support was unhelpful and dismissive.

  Your response avoids responsibility and instead places blame on the customer for not trying a reformulation. That is not acceptable for a company claiming to be science- and customer-driven.

  I am asking for a full refund of the charges incurred after my cancellation attempts and for you to improve your cancellation and refund process so others dont go through the same frustration.

  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/15/2025

  Type:Product 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've only received supplements from this company and no additional tests (since the original one.) There is no customer contact, it's all a chat box with no way of starting a refund.

  Business Response

  Date: 05/16/2025

  Thank you for contacting Viome and for your feedback. Depending on what plan you are on, you should receive an initial test kit with your first purchase and then a retest every 12 orders. Apologies that you did not have an easier time reaching our support team. They can be reached at ********************************** (chat), ********************************** (email) or  ************** (phone). Please reach out to us so we can investigate this matter further. 

• Initial Complaint

  Date:05/03/2025

  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 recently subscribed to VIOME's "special" annual deal where every year you receive one gut test ($279) and monthly Gutbiotics ($59 per month) for $99 per month, for a total of a total of $1188. The problem is, if you were to buy it a la cart, it would cost $987 for the year. Once you subscribe, and realize it is a sham, they charge you for four months with no refund. I sent them several messages, and not once did they address the fact that they are literally SCAMMING PEOPLE OUT OF $200 per year. All I asked for was a refund and they were not accommodating. I am just asking for you to make this right, and to warn others of the scam that is afoot.

  Business Response

  Date: 05/05/2025

  Thank you for reaching out to Viome we truly appreciate your feedback!
  

  With our annual subscription plans, you receive an initial test kit, followed by monthly personalized supplements. After 12 consecutive orders, youll also receive a retest to track your progress and receive updated food and supplement recommendations based on your latest results.
  

  If you're enrolled in the Gut Intelligence plan at $99/month, your subscription includes:
  - Two Gut Intelligence tests per year
  - Ongoing monthly biotics
  

  Please note that if the subscription is canceled early, a portion of the amount already paid goes toward covering the cost of the initial test kit and analysis, from which youve already received your personalized results.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23283643
  
  I am rejecting this response because the attached email literally shows the Viome *** ADMITTING I WAS CORRECT AND THEY ARE DELIBERATELY OVERCHARGING. I responded to her directly and will follow up when I receive a response.:
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/12/2025

  Thank you for this information. We've emailed and called you to resolve this matter for you. Please let us know if there is anything further we can do to assist you. 

• Initial Complaint

  Date:04/28/2025

  Type:Product 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.

  Deceptive Practices Refusal to ************************************* Supplement Upselling Complaint:I purchased Viomes gut microbiome testing service expecting transparent, science-backed results. Instead, I encountered: 1. Withholding of ******** Despite repeated requests, Viome refuses to provide my **raw test data** (e.g., FASTQ, CSV), falsely claiming it could be "misinterpreted." Other reputable companies (******, *******) freely share this data. 2. Conflict of Interest Viome aggressively pushes **proprietary supplements** in their reports, creating a clear financial incentive to withhold data that could validate (or disprove) their recommendations. 3. ********************************** implies personalized, data-driven insights, yet they **block access to the very data** needed to verify their claims. Resolution Requested:- Immediate release of my ull, unprocessed raw data. - Refund if they cannot comply, as this violates reasonable consumer expectations. This pattern suggests **systemic deception**hiding data to maintain control over supplement sales. The BBB should investigate these practices.

  Business Response

  Date: 05/01/2025

  We completely understand where you're coming from, and we truly want you to feel confident that you're getting the most value from your results and recommendations.
  

  At Viome, the core product we provide from your test is the personalized insights including your health scores, food recommendations, and supplement suggestions. These are all based on your unique biology and are designed to help you take actionable steps toward better health.
  

  We start with what's called "raw data", which refers to sequences of nucleotides from isolated strands of RNA. However, this data on its own isn't useful without interpretation. Thats where our proprietary bioinformatics and AI technology come in translating that complex ******** into meaningful, personalized recommendations tailored just for you.
  

  Because raw ******** is highly technical and not easily understood, sharing it directly often leads to more confusion than clarity. Thats why we focus on delivering scientifically grounded, actionable results in a way thats relevant and easy to apply to your daily life.
  

  As for supplements theres no obligation to purchase them from Viome. Youre welcome to source the recommended ingredients on your own if you prefer, or you can simply focus on following your personalized food recommendations. That said, supplements often provide a more potent and concentrated form of each ingredient, making it easier to reach the suggested doses compared to relying on diet alone.
  

  If you're interested in learning more about how our science works, feel free to visit: **************************************************

  Customer Answer

  Date: 05/16/2025

  Hi ******,
  
  Sorry it took a while to respond. I was traveling for work.
  
  The dispute was not resolved. There are two outcomes that are satisfactory: either they provide the technical ******** they claim to use from my test results or issue a refund for the service not provided. One does not get what is promised in their literature.
  
  They do not provide a detailed list of every ingredient that one can or cannot consume. 
  
  Thanks,
  
  Seb
  

  
  

  Business Response

  Date: 05/19/2025

  Thank you for reaching out and sharing your concerns.
  

  We understand your expectation regarding access to the technical ********* However, at Viome, the core product we provide from your test is not the raw ******** itself, but the personalized insights derived from it. These include your health scores, food recommendations, and supplement suggestions, all of which are based on your unique biology and are designed to help you take actionable steps toward better health.
  

  Our literature and service descriptions are intended to communicate that our value lies in these science-backed, individualized insights not in raw, uninterpreted laboratory data. We take great care to ensure that the information we provide is both clinically relevant and user-friendly, so you can make informed decisions to support your well-being.
  

  We also confirm that you received the full product as described and offered at the time of purchase. As such, we are unable to issue a refund, as the service has been fulfilled in accordance with our terms.
  

  We appreciate your understanding, and we remain committed to supporting you on your health journey. If you have any questions about how to best apply your results or would like further guidance, we would be happy to help.

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23261179
  
  I am rejecting this response because:

  Viomes reply sidesteps the core issue: consumers paid for*their own biological data not just marketing-driven "interpretations." Their justificationthat raw data is "too confusing"is both condescending and dishonest, as:  

   

  1. Other reputable companies (*******, ******, *****) provide raw data without issuebecause transparency builds trust. Viomes refusal suggests they prioritize control over credibility.  

   

  2. Their "proprietary AI" claims are unverifiablewithout raw data, customers cannot assess if recommendations are science or sales tactics for their overpriced supplements.  

   

  3. Their supplement push is predatory while they claim "no obligation to purchase," their reports heavily emphasize Viome-branded products without independent validation.  

   

  This is a clear pattern:

  - Sell tests under the guise of "personalized science."  

  - ************* to prevent scrutiny.  

  - Upsell supplements under the veneer of "AI-driven" needs.  

   

  BBB must investigate this deceptive model. Viomes response confirms they refuse accountability while gaslighting customers who demand transparency.  

  This is in Forward to FTC

  --- 

  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:04/25/2025

  Type:Product 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 enrolled in Viomes 3-month supplement subscription, trusting their claims of promoting health through personalized recommendations. Since beginning their supplements, I have experienced severe gastrointestinal distress, including debilitating acid reflux (GERD), burning esophageal pain, and inability to eat or sleep normally. These symptoms began only after starting their supplements and are serious enough that I will now require medical evaluation and treatment.Viome forces consumers into a mandatory 3-month commitment at $199/month, without reasonable recourse for medical issues or adverse reactions. This structure is predatory, negligent, and deceptive, especially from a company positioning itself as health-focused.Their refusal to allow cancellations or refunds for a product causing physical harm is not only unethical but borders on fraudulent, violating basic consumer protection standards. Companies offering health products have a responsibility to ensure safety and allow recourse when serious health risks emerge.I am formally requesting:Immediate cancellation of my subscription without further charges Full refund for the supplements I have received.Written acknowledgment of the reported adverse effects.If this is not resolved promptly, I will escalate this matter through my financial institution for a chargeback under services not rendered as promised and product causing harm.

  Business Response

  Date: 04/28/2025

  Thank you for contacting Viome. We have sent you a few emails from ********************************** following up on this concern and so far have not heard back from you. Please reply so that we can look into this further and continue to assist you. 

• Initial Complaint

  Date:04/12/2025

  Type:Delivery 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.

  Ordered viome gut test January 2024. Never used it because the company wanted me to create an account with about an hour worth of questions. Didnt want to subscribe to their services either. I immediately felt this company was a scam and the product wasnt gonna work so the kit has been sitting in my office for over a year honestly forgot about it. I shouldve filed a complaint right afterwards. I contacted the company and said I wanted to send it back and they said would have to pay a shipping fee. Im not paying a shipping fee for a product that is unused and unopened. I feel like this is a fraudulent medical company and the the results are not accurate. I want a refund I just wasted my money on this junk

  Business Response

  Date: 04/15/2025

  Thank you for contacting Viome. While it is true that we cannot offer a refund on this order because it is over a year old, you can still use the test kit and send back your samples. Because the test kit is over a year old, the shipping label that's provided could be expired. While we do typically suggest you take the label into **** to make sure there are no issues with it, you can also reach out to our support team and we can provide a new label for you. 

• Initial Complaint

  Date:03/27/2025

  Type:Product 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 purchased this complete intelligence kit from Viome in November it took over 4 weeks that they guaranteed to provide results. Then, they recommended supplements, probiotics and gum care and toothpaste. After taking the 8 capsules a day while urinating there were sharp pain, then I became severely constipated. These things landed me in the Emergency Room for evaluation. I provided them the supplements information and told them about this company. My doctor advised these supplements were the root cause for my problems. I told Viome through a chat. *** was the person I chatted with. Eventually, the manager and *** contacted me and they agreed to issue a full refund. Then, days later they rescinded the refund. I supplied them with my physician letter and my medical history in their questionnaire. They partly use ai and other research to supposedly determine your results and what supplements work for you. They were incorrect because as soon as I discontinued these supplements after 2 weeks the pain of urinating went away and my constipation is relieved. I want my full refund from this company.

  Business Response

  Date: 03/28/2025

  Hi *******,
  

  Thank you for your feedback.

  *** will be processing the refund for you and we've tried to reach out by phone but we don't have a current number. If you'd like to talk please reply to our support email with a good number and time you're generally available.

  Sincerely,

  Viome

  Customer Answer

  Date: 03/28/2025

   
  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.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:03/17/2025

  Type:Product 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.

  They can avoid these complaints by being honest to potential customers. They connect genetic data but do not give you actual information you can use to improve your health. It is a dangerous way to learn nothing while giving a company access to your genetic data. They should be honest. I inquired before buying to see if I would be able to drill down on the results (Im a physician) and they said YES. So I ordered (and poked my fingers 10 times and had to wrestle the razor blade out of the faulty auto poke mechanism to get the blood) and waited and it told me what I already knew immune system and mitochondrial function and immune system not optimal! As others have noted my results are concerning yet non-actionable and I feel I have wasted hard earned money and also time. I also contacted customer service afterward just to hear that conclusions are inferred and a lot of the test results are proprietary. My suggestion is to be more forthcoming with that information to people who inquire. I am a dissatisfied customer but this could have been easily avoided by being upfront about the nature of the test at the time I inquired prior to purchase. For example the indicated mitochondrial dysfunction, naturally I want to know exactly what kind so I can troubleshoot. However, Viome uses metatranscriptomic analysis to assess gene expression in your gut microbiome and peripheral metabolism, mitochondrial dysfunction is inferred rather than directly *********** does seem like Viome is a machine engineered to sell supplements and thats what I feared; I just hoped it would also be a better way to learn. They aim to sell supplements costing at least $50/month which are supposed to help with the issues they identify.

  Business Response

  Date: 03/21/2025

  Thank you for sharing your feedback. We understand that getting actionable insights is important, and wed love to clarify how Viomes testing works and how you can use your results.
  
  How Viomes Testing Works:
  Viomes RNA sequencing technology and AI platform, trained on over 1 million samples and thousands of clinical studies, analyze your unique biology to generate 60+ Health Scores and a personalized nutrition plan based on your microbiome and metabolic activity.
  
  What You Get With Testing:
  Analysis of your microbiomes response to 360+ foods, including predicted glycemic response based on your microbiome profile.
  Personalized food recommendations to support optimal health.
  Supplement & probiotic recommendations designed to:
  Provide nutrients that food alone may not cover.
  Ensure you get what you needeven from foods on your 'Avoid' list.
  Deliver precise dosages based on your unique biology.
  
  You are not required to purchase Viome supplementsyou can use your recommendations to source nutrients on your own. Our goal is to give you actionable insights that help improve your Health Scores, guiding you toward better health over time.
  Again, we appreciate your feedback and are always looking to improve the Viome experience.

  We have also recently updated our App and have gone even deeper into your insights with a ton of new features. We would love the opportunity to speak with you about this further if you are able to give us a call at **************.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23079020
  
  I am rejecting this response because:
  I do have the app. I have drilled down on the results to the extent available on the app and with the help of customer service. I dont appreciate the outreach call from customer service with the message that I need clarification; what I was expecting are precise results that let me know exactly what was tested. My issue with this process is that if the limitations of the this type of testing of my genetic material was disclosed I would have chosen a more accurate and specific type of genetic test. I reached out to customer service beforehand and that would have been the time to disclose what kind of testing is done. I feel the product description is misrepresenting the reality. 
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:03/11/2025

  Type:Product 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 got the gut Viome in 2022, I got the sample, registered and sent it in and waiting for months with repeated emails saying it was processing. suddenly I stopped getting emails about it and forgot about it. I recently got a promotional email from the company and remembered that I didnt get my results. I logged in and had no record of my sample yet I have the emails of it being received and processing. I contacted support and they said my sample wasnt good enough and offered to send me a replacement kit. I agreed and then a few days later got an email saying they want a $35 replacement fee. Why would I spend more money on a product that already failed to meet expectations? Biggest waste of money and time.

  Business Response

  Date: 03/12/2025

  Hi,

  Thank you for contacting Viome. I spoke with our customer support team and informed them to move forward with a complimentary replacement for you.

  Sincerely,

  Amanda