Business Profile

Vitamins and Supplements

Viome

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

36 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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:04/06/2024
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.
The transaction date was 02/26/24 through PayPal in the amount of $139.00 to Viome.com for a Gut Intelligence Test . This test claims to "represent an overall assessment of key health areas that impact how you feel, look, and age. They determine your food and supplement recommendations." After reviewing the results I can tell the VERY THOROUGH questionnaire determines the scores more so than the actual "stool" test. I was recommended to "enjoy" several foods that I have a proven allergy(intolerance) to. I do not trust the legitimacy of this testing. It is an obvious push to sell Viome's supplements. I have was tested a few years ago for allergies/intolerances and MANY of the "recommended" foods and supplements were direct conflicts. I don't feel this test is legit and I politely requested a refund. I emailed on 3 or more different dates and I also went on their website "chat" and spend over 45 minutes back and forth with nothing but a "run around" . They want me to try their supplements for 90 days and then reach back out to them. I was also told by I would have to CALL ************** in person (by ******) them to request a refund. I called the supplied telephone number and once again the person, ******, was not available so I was told they would call ma back. That NEVER happened. I am not willing to buy their supplements 90 days and spend additional money at a business I don't feel is in my best health interest. I am attaching a copy of my receipt, the request by "Viome" to contact them and no one helped on the call, plus my customer ID # and the report page
Business Response
Date: 04/08/2024
Hi *******,
Thank you for providing this information. For privacy we cannot discuss the details of your account with anyone else and do need to be contacted by the original purchaser. Your test kit has been canceled and refunded.
Viome's food recommendations consider all inputs our customer provides, including samples from their stool, blood, and saliva, as well as information the customer provides in our health questionnaire. Results from our metatranscriptomic analysis of a customer's stool, blood, and saliva are the main drivers and are given the highest priority when determining recommendations. However, information from the questionnaire is essential in tailoring recommendations and ensuring that we provide safe recommendations. For example, if a customer reports in their health questionnaire that they are allergic to peanuts, our system automatically recommends avoiding peanuts. This is because Viome does not test for allergies and sensitivities.
Your recommended supplements are based on our analysis of your samples and are designed to support your scores in areas that need improvement. You can also click into the recommended supplement ingredients to see why they are recommended and source these on your own. Further, if you do not want to take supplements at this time, there will still be a benefit to following your food recommendations. Viome recommends 90 days to see improvement and changes in the gut microbiome.
Sincerely,
Amanda

Customer Answer
Date: 04/08/2024

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.

Sincerely,

*****************************
Initial Complaint
Date:03/23/2024
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.
February 26, 2024 I ordered a test kit from Viome called the Gut Intelligence Test. It is supposed to "represent an overall assessment of key health areas that impact how you feel, look, and age. They determine your food and supplement recommendations." After reviewing the results I can tell the VERY THOROUGH questionnaire determines the scores more so than the actual "stool" test. I was recommended to "enjoy" several foods that I have a proven allergy(intolerance) to. I do not trust the legitimacy of this testing. It is an obvious push to sell Viome's supplements. I requested a refund and I was denied because they said I should try their "diet and supplement plan" for 90 days first. Absolutely not especially is they are recommending supplements I cannot even take because of GI issues. I don't feel this test is legit and I politely requested a refund.
Business Response
Date: 03/25/2024
Hi ********,

Viome's food recommendations consider all inputs our customer provides, including samples from their stool, blood, and saliva, as well as information the customer provides in our health questionnaire. Results from our metatranscriptomic analysis of a customer's stool, blood, and saliva are the main drivers and are given the highest priority when determining recommendations.

However, information from the questionnaire is essential in tailoring recommendations and ensuring that we provide safe recommendations. For example, if a customer reports in their health questionnaire that they are allergic to peanuts, our system automatically recommends avoiding peanuts. Viome does not test for allergies and sensitivities so unless these are self-reported, they will not necessarily be recommended to avoid unless for another reason found during analysis.

Your recommended supplements are based on our analysis of your samples and are designed to support your scores in areas that need improvement. If you have health issues or are working with a doctor and specific ingredients are suggested to avoid for other reasons, we can certainly remove them from your formula. You can also click into the recommended supplement ingredients to see why they are recommended and source these on your own. Further, if you do not want to take supplements at this time, there will still be a benefit to following your food recommendations. Viome recommends 90 days to see improvement and changes in the gut microbiome.

Sincerely,

******
Customer Answer
Date: 03/26/2024

Complaint: 21475904

I am rejecting this response because I have been suffering for years with gastroparesis and ulcerative colitis in addition to constant ** pain and bloating. It has been back and forth with ** specialists in many states and recently a naturopathic DO. I had a heavy metal and environmental toxicity test completed. My levels of many environmental toxins came back sky high and the mitochondria test shows severe dysfunction. According to Viome's test, I have an Oxalate test showing that my "gut" is healthy and I actually have mitochondrial problems because of a dangerously low oxalate metabolizing level. I have had malabsorption syndrome for over 2 years at this point. I just had an organic acid test at the ** specialist and it showed digestive and metabolic suppression and low ATP production. Viome's results also showed many foods that I could happily "enjoy" without ** issues and they are nothing less then inaccurate. I have several reasons to strongly doubt the legitimacy of this test and I politely requested a refund due to these circumstances. Viome vehemently refused a refund on several occasions. Viome did say after 90 if I follow their "program", (which of course requires supplement purchases) and do not see beneficial results they "may" refund 50%. That is NOT an acceptable offer. Considering the lack of faith I have in the test and Viome's legitimacy I will NOT be following any program since I know 100% it would NOT benefit me. As a matter of fact , I would be in worse condition than I am now under their "program". I would appreciate if Viome would refund my purchase price and I will not bother them any further.

Sincerely,

*******************************
Business Response
Date: 03/27/2024
Hi ********,
I understand where you are coming from and want to clarify what Viome does and doesnt test for. Viome doesn't test heavy metals, environmental toxins, allergies, sensitivities, or organic acids and does not use this information in the development of its recommendations. Viome focuses on analyzing gene ********** (mRNA) to understand how you're moving closer or away from optimal health and what nutrients your body will benefit from to address signs of trouble.
Here is more information on the science and what Viome does:
**********************************************************************************************************************
Food and supplement recommendations are provided to target scores. Take spinach for example, the reason Viome recommends or does not recommend eating it has to do with oxalates and how much capacity your body, specifically your gut microbiome, has to break down and use (i.e., metabolize) them. With the goal of improving your scores, leading to more optimal health overall.
Viome might recommend a food for one reason (you can click into the food to find out why) based on our analysis that you are unable to eat because you are allergic to it because we are not testing for allergies. This is where information from the questionnaire is essential in tailoring recommendations and ensuring that we provide safe recommendations. For example, if a customer reports in their health questionnaire that they are allergic to peanuts, our system automatically recommends avoiding peanuts.
Although supplements will help support your food recommendations by getting you the proper dosages of nutrients that are harder to get by eating the foods alone, you do not have to order and can either source the ingredients on your own or focus on food recommendations. Many of our customers just find it most convenient to take our personalized capsules.
Sincerely,
***********;

Customer Answer
Date: 03/28/2024

Complaint: 21475904

I am rejecting this response because:
The information they actually provide is very limited. The scores tell you if you're health is good or bad in certain areas, but they do NOT explain why or how they arrived at that score. Everyone receives a generic response that is not tailored to you despite VIOME having the data to provide specifics to you if they wanted. Both my husband and I took this test and both were almost on point with the same results. This is virtually impossible since he does not have any GI issue to speak of and he was taking the test to help me by being the "control variable". I am the one with the MAJOR GI instabilities and our results almost mirror each other. That just proves the inaccuracies with the results and once again, I am not accepting the charge by Viome for a test that was not as it was "advertised". I can see where the low scores and the explanations are a push to sell their supplement subscription and to motivate future retests so you can see how your score changes. VIOME's scores will indicate that you have problems but instead of telling you why, they'll urge you to just spend more money with them on supplements and then pay all over again to see if anything changed. I understand the fact that I do not have to buy their supplements and I could purchase my own elsewhere, however, I do not trust the recommendations since many items I cannot take are included in their list. How could I trust their recommendations? Plus, I am dissatisfied with their response to "try their suggested approach for 90 days and then if no improvement is made I could request a 50% refund". First of all, I assume they do this because most customer's won't even remember doing this test and they won't reach back out to Viome after 3 whole months pass. Second, I cannot follow their recommendation for 90 days since I am intolerant of many suggested foods and supplements so why would I have to wait 90 days to explain that I have no improvement? I am reiterating that I do not see anything with the exception of a full refund for the testing being a "fair and just" resolution.

Sincerely,

*******************************
Business Response
Date: 03/28/2024
Hi ********,
I am sorry to hear that you have some other health issues going on that make it hard to follow your Viome Results & Recommendations. I canceled and refunded this order for you.
Best,
******
Customer Answer
Date: 03/28/2024

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.

Sincerely,

*******************************
Customer Answer
Date: 04/05/2024
We purchased 2 Gut Intelligence kits though. It was 2 separate purchases of $139.00 each. I will attach the receipts for both. Only one was reimbursed.
Business Response
Date: 04/05/2024
Hi ********,
Only one test kit was purchased for Order ****** for $139 which was fully refunded. If someone else in your household purchased an additional test kit, they will need to contact us directly at support.viome.com or ************** so that we can verify the account and speak directly with the purchaser.
Sincerely,
***********;
Customer Answer
Date: 04/05/2024

Complaint: 21475904

I am rejecting this response because: He did contact you directly and you ignored the emails. We both went on to you "chat" on the Viome site and you refused to refund. I attached the receipt from the purchase through Paypal the same day. Your web support chat is terrible to deal with and if you call it just says to access support online. I just received the run around. My husband is not computer literate so that's why I am trying to resolve this issue. The order for his purchase was the same address but a different email ******************** as seen on the PayPal receipt.

Sincerely,

*******************************
Business Response
Date: 04/05/2024
Hi ********,
Please have him call us at **************. We need to speak with him directly to make any changes to his account including cancellations, refunds, etc.
Sincerely,
Amanda
Business Response
Date: 04/05/2024
For privacy and security, we cannot discuss or make changes to another person's account (even if it is her husband). These were 2 separate purchases and he will need to contact us directly so that we can verify and assist him.
Customer Answer
Date: 04/05/2024
We already sent repetitive emails and he is at work during your business hours. You are not being reasonable by not accommodating the ridiculous amount of time we have spent trying to resolve issues with Viome. Please just refund him and make good on this bad situation. I explained how many times we have BOTH tried to contact you to resolve this issue. He paid through Paypal ******************** on 02/26/24. As a company, it is ridiculous to keep giving customers the run around. The first time he was on chat with you you spend over 45 minutes back and forth only to refuse any refund. Then he emailed twice and tried several times to call. Enough is enough already.
Initial Complaint
Date:03/14/2024
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 was talked into ordering this test kit but called to cancel as soon as it came in the mail.the rep told me I can get a refund minus $35 processing fee They do not even want the test kit back and charging me $35.00 for what
Business Response
Date: 03/14/2024
Hi ****,
The $35 processing fee covers the materials used for the kit and shipping cost. However, I see that we have already fully refunded you (no processing fee), canceled the test kit and sent you an email regarding this.
Sincerely,
***********;
Initial Complaint
Date:09/22/2023
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.
VIOME is a SCAM. BUYER BEWARE!!!They recommended high histamine foods that are not recommended for people with ME/CFS & refused to answer my questions about it (stated from the beginning). It caused my face to break out in Severe Cystic Acne. Still they refused to andswer my questions or cancel & refund their $170 a month supplements (was still in process. (Spent over $100 for the test in addition).Saw on Amazon reviews they caused another person to have new all body itching & high ** with their ******** recommendations.Another company stealing from the vulnerable & severely ill in my experience. SHAME ON YOU VIOME!!!I want a refund for $170 for the supplements I cancelled & I want this company to be investigated for unfair & unethical business practices.
Business Response
Date: 09/22/2023
Hi **********,
Viome take reports of unexpected health reactions very seriously and would like to further investigate this for you. I see that the refund for this order has been processed and you were sent a few follow-up questions via email that will help us with this investigation.
Best,
***********;
Customer Answer
Date: 09/22/2023

Complaint: 20641232

I am rejecting this response because:
I do not see any pending credit in my online banking from Viome. I raised my concern about high histamine foods numerous times thru email & online hour long meeting with 2 supposed nutitionists and my questions were never addressed. I was told unless I had a food allergy I would be fine.****
****
They couldnt even get my name right on email & on the online meeting. Viome sent me an email saying I had to answer all of their questions before they would issue a refund. This is not acceptable especially after they ignored my repeated questions. I gave a brief response & urged them to issue the refund now. That has not happened.
Sincerely,

********** Venus ****
Business Response
Date: 09/22/2023
Hi **********,
I respect your decision to not answer any questions and investigate this further. Your refund has been processed and it takes approximately 5-7 business days to see this reflect on your account.
Best,
***********;
Initial Complaint
Date:07/09/2023
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 ordered a Viome test on 5/23 and the cost was $299.00. I received my results on 6/9/23. After reviewing my results I found a lot of discrepancies. For example they said my vitamin d levels were low and my cholesterol was good both not true according to actual bloodwork. I contacted them immediately and was given a very vague answer which I did not agree with. I contacted them on several occasions and asked for my money back. They will not refund me and I really feel the sole purpose of this company is to sell you their supplements. I have seen others on social media questioning them as well. I also think they take off bad reviews but I cant verify it. I am asking for help not only for myself but to have someone check the accuracy of the account. I would also agree to negotiate my refund if necessary.I am going to include their responses to me.
Business Response
Date: 07/10/2023
Hi *****,
I am very sorry that you feel this way and that you don't see more benefit in your Results & Recommendations. Viome is confident that these are your results based off the samples you submitted and what was found during that time.
I can make a one time exception and cancel and refund this test kit for you. You should see this reflect in 5-7 business days.
Best,
******

Customer Answer
Date: 07/11/2023

Better Business Bureau:
please do not close this complaint until I am refunded. The business has agreed to refund me but I have not received it yet.

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:05/12/2023
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.
Viome makes it extremely difficult to cancel a subscription. I followed all instructions to cancel (not pause) the subscription online and when I finally got to the unnecessary cancelation form, there was no submit button. I did it again, messed around with the zoom function on my screen and finally found a submit button and it did not work. Clicking on the button did nothing to the screen and no cancelation confirmation was sent. This amounts to a fraudulent business practice.
Business Response
Date: 05/12/2023
Hi *******,
I am truly sorry for this experience. We are investigating what happened so that we can fix it and ensure it doesn't happen again. Your subscription has been canceled.
Sincerely,
**************************;
Initial Complaint
Date:04/17/2023
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 am seeking a full refund for test kit order ****** was purchased on November 17, 2020. The ingredients and supplements in the personalized kit ended up making me even more sick. It has basically sat unused since then in a cabinet. Their return window is ridiculous, 24 hours... that's not customer friendly. Thanks.
Business Response
Date: 04/18/2023
Hi *****,
I do apologize that you were unable to use your supplements, however we unfortunately cannot have you return and refund an order that is over 2 years old.
Wishing you the best in your health & wellness journey.
Sincerely,
**************************;
Customer Answer
Date: 04/19/2023

Complaint: 19945481

I am rejecting this response because: This is an unacceptable response. I paid a lot for those bogus supplements and the company needs to be held accountable.

Sincerely,

*******************
Customer Answer
Date: 04/24/2023
Contacted them on 4/18/2023 and only on this date.
Business Response
Date: 04/28/2023
Hi *****,

Again, I am sorry for your experience. Your purchase is over two years old and unfortunately we cannot move forward with a refund for this order. You can find more information on our refund policy in our Terms of Service at ********************************************.
Best,
**************************;
Customer Answer
Date: 04/28/2023

Complaint: 19945481

I am rejecting this response. It's a shame Viome doesn't take into account good customer service practices.

Sincerely,

*******************
Initial Complaint
Date:03/23/2023
Type:Sales and Advertising 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 tried their supplement subscription after making sure i can cancel if I am not happy. After the first week of use, I didnt like them, and tried canceling many times. On their app, their website/portal, and kept calling customer support and was on hold, and had to quit. By the time I was able to join customer care on the phone, 2 subscriptions charges went through, and was charged $129, and then $149!!!
Business Response
Date: 03/24/2023
Hello,
I see that you contacted us in November for help registering you kit. You contacted us through our automated system in January but we didn't receive a reply from you to confirm your account information and you were writing from an email address that was not on your Viome account.
When we spoke with you March 23 you asked to cancel your subscription which we did. On that call we were able to confirm a different email address so we were able to find and verify your account.
Those are the only contacts I see in our systems, we generally have very short phone hold times, I'm sorry you were unhappy with our service and products.
Please contact us again if you would like any more information, we're happy to help.

Thanks you
Initial Complaint
Date:12/16/2022
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 ordered a Viome test kit and completed the 3 tests and numerous required online questionnaires on or about December 3rd. As of December 16th, Viome online was showing only two of the three tests had been received and were processing, despite the fact all 3 were sent to the company in the same box. I contacted Customer Support via a Chat with a customer service representative who identified as "***" on or about 8:30pm EST on December 16. *** first stated that one sample had processed and the other two were processing but that Viome wouldn't release results because I had not completed the required questionnaires. I sent *** a screen shot of the online Viome account showing all the questionnaires had been completed on December 3rd. *** then reversed herself and, without explanation for previously repeatedly saying the questionnaires were incomplete, suddenly stated that all the questionnaires were complete but that ALL the samples were in process, not, as she had previously stated that one had completed processing. I stated that I was very confused because she was giving conflicting information without any explanation as to why she was so confused or making so many mistakes. I have no confidence in Viome's ability to adequately administer their tests if they don't even know if they have them, if they're processing or whether online questionnaires are completed or not. *** oscillated between stating tests were done or not and gave no explanation and no resolution. Especially after reading Healthline's strong discrediting of Viome and their recommendation NOT to use the company - ******************************************************************), I am deeply concerned about the accuracy of the sales and marketing. ***'s customer "service" is a definite vote of "no confidence." I still have no answers from Viome as to what is going on.
Business Response
Date: 12/19/2022
Hi ******,
I apologize for any misinformation that was given to you by *** and want to confirm that your questionnaires have been completed. Processing typically takes 2-3 weeks once we receive your samples. I spoke with our lab and sent you an email with more specific information in regards to the status of your samples.
Sincerely,
**************************;
Customer Answer
Date: 12/19/2022

Complaint: 18602099

I am rejecting this response because: I still have not received clarification as to what happened with my blood sample and why it has shown up as processed (completed), suddenly unprocessed, and then in process, without explanation. I would like some sort of courtesy adjustment or outreach to make this situation right. It was a waste of time and only amplified the confusion to "chat" with ***. This is getting very confusing and frustrating.

Business Response
Date: 01/09/2023
Hi ******,
Your results and recommendations have been released as of 12/21. As I said in my email to you, the hold up was on the blood sample which failed in sequencing the first time so it had to go back on the sequencer which accounted for the extra time. Turn around time for our lab to process results is about 3 weeks and this still fit into that timeframe.
Sincerely,

**************************;
Customer Answer
Date: 01/17/2023

Complaint: 18602099

I am rejecting this response because:
The results raised more questions than they answered and, after speaking with one and corresponding with two more Viome representatives, it appears my results are inaccurate. I have requested a refund and not received a response yet. For specific details, please see the attached.

Sincerely,

*************************
Business Response
Date: 01/24/2023
Hi ******,

We have reached out to you several times in an attempt to get this resolved for you. We have called you, but there was no answer and the voicemail box was full so also unable to leave a message. We then sent you an email asking if you could give us a phone number to reach you on. Your assistance with this would be greatly appreciated so that we can continue to come to a resolution.
Sincerely,

**************************;
Customer Answer
Date: 01/27/2023

Complaint: 18602099

I am rejecting this response because: Viome has repeatedly refused to respond substantively to my repeated email requests for a refund, instead asking for personal information such as my date of birth, despite the fact I provided an order # and went over the entire order with a member of their team so they know exactly which order and which account and are now, in bad faith, giving me ridiculous run-around. Copies of their emails showing they are well aware of which account is at issue are attached. Viome has steadfastly refused to refund my credit card despite not providing the services advertised, which several of their emails and phone call attest to (attached and recording available upon request). My credit card company has additionally reached out to them directly to dispute the charge and they, to my knowledge, have ignored the credit card company. Despite their response saying they tried to call me, I have no voicemails nor any missed calls from Viome.

Sincerely,

*************************
Business Response
Date: 02/01/2023
Hi ******,

I tried calling you on 01/24/2023 at 12:44PM PST then again at 12:57PM PST. Your voicemail box was full and I was unable to leave a message. I then followed up via email at 1:49PM PST.

This refund is outside of policy which is outlined in our Terms of Service, but I am doing the best I can to assist you and come to a resolution. Since you come from a multi-kit household and have used varying email addresses, I do need to have a brief phone call with you to verify some details.

Please let me know when you are available.

Sincerely,

**************************;
Customer Answer
Date: 02/07/2023

Complaint: 18602099

I am rejecting this response because: ****** is lying. I have attempted multiple times to contact Viome. I have no missed calls or voicemails from them. My voicemail box is not full. Viome is committing fraud on consumers and it should be stopped. Viome could easily issue me a refund, however, they are disrespecting my time, not to mention the BBBs time, with this ridiculous fraudulent run around. Whatever ****** has to say over the phone she can just as easily write in an email or here. The only reason not to do so is if she is afraid of a written record because Viome plans to act unprofessionally and/or fraudulently again.

Sincerely,

*************************
Business Response
Date: 02/13/2023
Hi Peyton,

Can you please provide name, DOB, email and Kit ID# for us and we will be happy to get this canceled and refunded for you!

Sincerely,

**************************;
Customer Answer
Date: 02/20/2023

Complaint: 18602099

I am rejecting this response because: Although Viome has now issued money back, it took many weeks of back and forth with conflicting statements from Viome, forcing me to resort to obtaining help from the BBB and other regulatory agencies when Viome initially refused to assist. Although Viome ultimately took some accountability - thanks only to the 3rd party intervention of the BBB and others - it was at a significant cost in terms of human capital - time, stress, etc. Viome's process was inefficient and not consumer-focused. I would not use the company again. I thank the BBB for all their help and support throughout this long process.

Sincerely,

*************************
Initial Complaint
Date:11/15/2022
Type:Order 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.
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10/2022 I purchased a test and paid for it. While waiting for the test results, I had a Doctor visit and was diagnosed with Lupus. My doctor advised me not to take any outside supplementation. I went on to the Viome site to cancel any future supplement orders. I could not find a cancellation button. When I reached out to them, they said they were charging me an additional $179 cancellation fee!!!! There was no visible notice of such a charge. I already paid for the initial service. This is a fraudulent business practice.
Business Response
Date: 11/15/2022
Hi ********,

I am so sorry this has been your experience. The cancelation fee only applies to our annual subscription plans and is in the Terms & Conditions when you subscribe to these plans. The goal of the cancelation fee is to cover the cost of the initial test kit that youve already received and got your results from.
I have sent you an email to follow up on any addition questions or concerns.
Sincerely,
******
Customer Answer
Date: 11/15/2022

Complaint: 18406817

I am rejecting this response because: It was not clear anywhere on the purchase that I was signing up for a yearly plan. As is evident by the many other complaints on the BBB, this seems to be very unclear with many others. I would not have signed up for a yearly program if I had known. Our real estate company is partnering with your company so they promoted the product and a special rate for the test.

Also, after I received the confirmation of cancellation, I received another email yesterday saying my account was paused but would resume again 11/19!!!

Business Response
Date: 11/29/2022
Hi ********,

Again, I am sorry for your experience. As I previously stated the cancelation fee is posted in our Terms & ****************************** Kit is originally $399. When you signed up for the *** complete plan you got that kit as well as 1 month of supplements for $179 (minus your discount code). Since you did not continue on the monthly plan the $179 cancelation fee goes towards what you would have paid for the stand alone kit which youve already received and got your results and recommendations from.

I have also confirmed again that everything has been canceled for you.

Sincerely,

**************************;
Customer Answer
Date: 12/06/2022

Complaint: 18406817

I am rejecting this response because: when I signed up, it was not clear there was a termination fee. I suggest the company revamps their notice to make this very clear. It must be buried somewhere and by reading similar complaints, I am not the only one who was not aware of a cancellation fee.

Sincerely,

B JH

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