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 has 5 locations, listed below.

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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:10/26/2022

  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 been discussing the issue (the results being inconsistent and not making a lot of sense) with this company since June 2022 and finally on Sep. 1st, 2022 they said they had issued a refund. It is the end of October and no such refund has showed up. They blatantly lied about issuing a refund. Now I am convinced this company is a scam.

  Business Response

  Date: 10/31/2022

  We sincerely appreciate the follow up as there was an error made in processing your refund. Per our email conversation on 10/28 we provided the receipt of the refund made to your PayPal account. Please know that this was an error which we traced back to a typo on an order number and, as mentioned in our correspondence, we are very sorry for the inconvenience and dissatisfaction this caused.

• Initial Complaint

  Date:10/26/2022

  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 purchased a medical testing kit from Viome that included three tests (saliva, blood, and stool). I completed all of the tests according to their instructions. Upon Viome receiving my samples, they rejected my saliva sample saying it was incomplete. They said I didn't shake the vile of saliva as instructed. This was untrue - I followed their directions and shook each vile I was given. Because they said they could not process my sample, I requested that I be refunded the amount for that aspect of the testing. I requested that I be downgraded to the next testing kit (Health Intelligence) which only required stool and blood. They said refunding this partial amount was not an option at this time. I'd like some monetary refund for this glitch.

  Business Response

  Date: 10/31/2022

  We're so sorry for the inconvenience and effort this required on your part. I see that you were issued a refund the day after this complaint was filed. I hope that you feel the concern is resolved, thank you for trying Viome.

  Customer Answer

  Date: 10/31/2022

   
  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:10/05/2022

  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 am filing a complaint against Viome and have been trying to get a refund. I received my results and have been going back and forth through email with them about the results. I explained that the results were just a list of scientific names with zero explanation as to what they were and to whether I should be concerned. Then the food list was basically the same foods they tell you to avoid before you even get the results. Finally all this service really wants to do is sell you overpriced supplements. I received zero information from this test I paid for. I have requested my money back and they keep sending me in circles. I just want my money back for this scam service.

  Business Response

  Date: 10/13/2022

  Hi *******,

  As I mentioned in our email discussion, the representatives were trying to determine from your description if there had been a problem with your results that we needed to look into. I'm sorry that felt like we weren't hearing you. 

  As you know we've issued a refund and we're sorry you didn't find value in the information we provided in your Results & Recommendations.

  Thanks,

  *********;

• Initial Complaint

  Date:07/29/2022

  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 paid for a Viome kit on 3/17/2022. 2,5 months later the results came in. Right away, I became suspicious of their way of determining which foods are recommended and which ones are to be avoided as they only pick one of many chemical compounds in each food and compare only that one compound against other foods. Turns out even that is pretty random. Sardines were in my avoid section, reason given high purines (210 mg/100 g). Anchovies were in my superfoods category, and they have almost twice the amount of purines (410 mg/100 g), the same purines I have to avoid sardines for. I asked about that, and after reiterating how "they stand behind the accuracy of my results and the precision of my recommendations", they finally admitted the mistake. I didn't look for other inaccuracies because this told me all I needed to know. It's not accurate, and they are overconfident. I explained to them that it would be impossible for me to trust any of their recommendations after this but they didn't care. They gave me $25 back (seems like a pretty random amount) but kept the rest of the money. If I can't get a full refund, I at least want others not to fall for this scam.

  Business Response

  Date: 08/03/2022

  Hello *****, 

  We understand your confusion and will to follow up with you directly regarding your results. 

  For context, we sequence the *** produced by your microbiome which allows us to see in detail what organisms are active and what they are doing. We do not just pick one chemical compound in food and compare it against other foods, we look at the whole composition of that food. We use this extensive analysis of your microbiome to give personalized food and nutrient recommendations that are aimed at balancing your microbiome, maximizing foods that will be metabolized into beneficial substances by your microbiome, and decreasing foods that will be turned into harmful substances. 

  We look forward to speaking with you. 

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17641220
  
  I am rejecting this response because: I'm not confused. The information that was provided consisted of 1 compound for each food, regardless of what they claim to be doing behind the scenes. The trust was broken and all they're doing is asking me to trust them anyway.
  
  Sincerely,
  
  Ausra Cerniauskiene

  Business Response

  Date: 08/16/2022

  Hello Ausra,

  We are sorry for your experience, and want you to know that your results have been updated and re-released. We have followed up with you via email. 

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17641220
  
  I am rejecting this response because: I no longer trust your results. 
  
  Sincerely,
  
  Ausra Cerniauskiene

  Business Response

  Date: 09/01/2022

  I'm sorry we've not been able to satisfy your needs. I will apply a credit to your account and email you with confirmation.

   

  Thanks,

  ***********************

• Initial Complaint

  Date:07/25/2022

  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 am requesting a refund from the vitamin company, Viome. My family and myself(4 of us) spent several hundreds of dollars to test our gut health. After that, we then have spent many more hundreds of dollars on the monthly supplements. My husband and two adult daughters both got sick from the supplements and canceled their subscriptions after much argument with the company. They lost all monies, even though there is a satisfaction guarantee. I have now been taking the supplements for over five months and have twice contacted the company about shipping products before I need them. They told me that since he supplements are specifically created for me, they cannot take them back and would not refund. The first time this happened, I gave in and told them to pause my subscription until I got in touch. They did pause that one but did not make adjustments to the next month. I have three months worth of the supplements. They will not do anything to refund any of my money. Please help me.

  Business Response

  Date: 07/29/2022

  Hello *******, 

  Thank you for reaching out regarding your supplements. We have been unable to reach you in reference to your refund, and to discuss your experience with the supplements. We will follow up with you again directly, so that we can accommodate your requests. 

  Customer Answer

  Date: 08/04/2022

   
  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,
  
  *******************************