Complaints

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:05/02/2025

  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.

  Date of Transcation: March 4, 2025.Service promised was Y-DNA test (101 STR), $339 USD.I recieved my Kit, activated the Kit, and collected samples needed on March 8. Sent the Kit/sample back to the lab. The lab recieved the Kit on March 14, 2025 and promised the result would by out by April 25, 2025 or at latest within 6 weeks of recieving the Kit. The 6 weeks went by yet, there was no result.I have emailed them and also sent a support ticket (no proof of submitting a support ticket as i forgot to screenshot). Yet, it almost a week since my email/support ticket but I recieve no reply at all.

  Business Response

  Date: 05/13/2025

  To Whom It May Concern:
  
  We have checked and confirmed that ****************** Paternal Ancestry Package has been successfully completed. However, his account has been placed on hold because we had been contacted by his bank regarding a chargeback that he had filed for his DNA test order.
  
  Mr. ****** request is currently under investigation by his bank. If he has filed the chargeback in error, please contact his bank/credit company to clarify to withdraw the chargeback so that the hold can be taken off his account. If you have any questions or require any further assistance, please do not hesitate to contact us at any time.
   
  Best regards,
  
  Molecular Genetics Technical Support Team  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23276733
  
  I am rejecting this response because:
  I file the charge back because it was passed the due dates for my results and I even contacted Genex for a response but there were no response until a week later. Hence, the charge back.

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

• Initial Complaint

  Date:03/06/2025

  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.

  False advertising!!!You advertise NMN1000 in large print for 120 capsules and omit the fact that it takes four capsules to get 1000mg.Very disappointed!! Been buying other products of yours for a while but this is how you lose a customer. Shame on you!!!

  Business Response

  Date: 03/07/2025

  To Whom It May Concern:
  
  This individual has contacted the wrong company. We are a paternity testing lab, not a capsule vendor. We do not sell NMN capsules or any similar products. We would recommend that Mr. ***** ******** to check which company he made his purchase from and contact them directly as he is contacting the wrong company. 
  
  Best regards,
  
  Molecular Genetics Technical Support Team  

• Initial Complaint

  Date:12/23/2024

  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.

  Email stated that test kit arrived at the lab on 9/4/24. They advertise results in 4-6 weeks. Since they received my kit, I have contacted them several times to get answers as to why the results have not been posted and because they didn't respond to several emails, I requested a refund. Still not receiving a response, I am filing a complaint. They have not tried to resolve this issue. They have made no attempt to contact me regarding these test results. The cost advertised on their website is $149. If they cannot produce the results, I would like a refund.

  Business Response

  Date: 01/04/2025

  To Whom It May Concern:
  
  The turnaround time for testing begins on the date that the specimen is received by the laboratory. For the Promiscuity Gene DRD4 Test, the routine turnaround time is approximately 4 to 6 weeks, depending on the quality of the sample. The #1 priority of our laboratory is the quality of the testing and the absolute accuracy of the results. Under no circumstances will the laboratory sacrifice the quality of the test to speed up the turnaround time.   
  
  We have checked and confirmed that Ms. ******** sample arrived at the laboratory on Sep 4, 2024, and her test result has been released. Her final test report is available in her user account. She can log in at any time at ****************************************************************** using her account email address and password to access her report. 
  
  Additionally, we confirm receipt of emails from Ms. ******* email address ************************ on the following dates: Nov 19, 2024, Dec 23, 2024, and Dec 29, 2024. We also confirm that our team responded to these emails on the same day they were received. In all three responses, we requested that the account password be provided to allow further assistance.  
  
  We can confirm that the testing for this case has been successfully completed, and we have fulfilled services for the *** test for Ms. ******* If you have any questions or require any further assistance, please do not hesitate to contact us at any time. 
  
  Best regards,
  
  Molecular Genetics Technical Support Team    

• Initial Complaint

  Date:12/07/2024

  Type:Customer Service 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.

  This place is an actual scam. They have my DNA now, but they don't allow calls if you have questions. Even if they happen to answer a phone, they tell you that they will only respond to emails. But they don't respond to emails either. Super shady business. I did not get the service promised, and can now not even contact them. They should NOT be trusted with people's DNA!

  Business Response

  Date: 12/16/2024

  Dear ******************** have checked and confirmed that a Standard Paternal Ancestry Package (Y-*** 20 STR Marker Test), Order ID **************, was ordered on Oct 31, 2024, and the test kit was shipped out the next day, Nov 1, 2024. The samples arrived at the laboratory on Nov 7, 2024, and the testing was successfully completed and released on Nov 29, 2024. Please note that final test results are posted to the user's secure account immediately after testing is completed, and they are not provided over the phone. Mr. ***** can access his final test results report at any time at ************************************** by logging in to his account using his login email and password.
   
  We can confirm that the testing for this case has been successfully completed, and we have fulfilled services for the *** test for Mr. ****** There is nothing unusual about this case.
  
  Best regards,
  
  Molecular Genetics Technical Support Team  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22654803
  
  I am rejecting this response because:

  This did not answer or resolve my complaint. I have been trying to contact Genex about my test results (specifically my matches and where the matches list is generated from), but they do not answer their phone, and have not responded to many emails I've sent, and will not offer any help or explanation whatsoever. They are welcome to respond to me via email, if they would like to resolve this complaint. I only have a few simple questions, that they SHOULD be very willing to answer. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/26/2024

  To Whom It May Concern:
  
  ***** ancestry testing allows male participant to trace their ancestry along their paternal line by determining which haplogroup they belong to. The lineage of humans is classified by "haplogroups" which are true biological relationships of groups of people with shared ancestral roots. ***** has 2 types of genetic markers that provide useful ancestral information: STR (Short Tandem Repeat) and *** (Single Nucleotide Polymorphism) markers. STR markers are used to predict a persons haplogroup, while *** markers trace "deep ancestry" and confirm haplogroup assignments.
  
  The final report for the Standard Paternal Ancestry Package (***** 20 STR Marker Test) includes the raw data of the ***** STR markers tested, the complete ***** STR marker profile of the individual, the predicted ***** haplogroup and the strength of this prediction, and the origins and distribution of the predicted haplogroup. It also contains detailed appendices: including the ***** Phylogenetic Tree, Paternal Line Migration Map, and Population Distribution Frequency of the predicted haplogroup.
  
  Additionally, the ***** STR markers qualify for optional access to the FamilVault DNA search database, offered as a complimentary service. This database allows dynamic matching with other participants who choose to share their profiles. Please note that these matches are not part of the final test results, as the search databases are provided as an optional feature for personal exploration. The database allows participants to send messages to their matches to find potential common links in their family trees or obtain location details. However, it is up to the recipient of the message whether they wish to read or respond to messages in their inbox at their own discretion.  
  
  The client has asked the laboratory to provide location details, personal family tree, and paternal ancestors information of a match he found from the search database, which are not part of the information to be provided in the report. Our laboratory does not sell or share client information and results. 
   
  The laboratory has completed the Standard Paternal Ancestry Package (***** 20 STR Marker Test) for the client quickly and completely. The final report is available in his secure account, which can be accessed at any time at ****************************************************************** using his account email and password provided.  
  
  If you have any questions or require any further assistance, please do not hesitate to contact us at any time. 
  
  Best regards,
  
  Molecular Genetics Technical Support Team  
   
  

• Initial Complaint

  Date:07/23/2024

  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.

  My sons sample was sent for testing at the end of June. I was told it was to take four weeks to receive results. I called last week to get an update and was told there was a billing hold due to a mix up with my insurance and did I accept the financial responsibility of $500- I told the billing department I did. When I called back I was told there was still a hold even though I had accepted the financial responsibility. It has now been five weeks and the testing hasnt even began, we now have to wait another four weeks for results. We are talking about a childs health and a disorder that could be potentially life threatening if not diagnosed and treated. Negligent doesnt even begin to describe it

  Business Response

  Date: 07/23/2024

  Dear Sir/*****,  
  
  We do not accept insurance and do not place holds for financial responsibility. If you are certain that you are contacting the correct company, please provide us with your test Order ID and the name of the test you ordered so we can look into this matter for you. 
  
  Best regards,
  
  Molecular Genetics Technical Support Team  

• Initial Complaint

  Date:03/11/2024

  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.

  Order a diagnostic test kit from Genex on Saturday 3/9/24 before the kit shipped. Decided I didn't want kit and emailed Genex as their customer service phone number doesn't work unless you have a "ticket number" which they won't give me. I filled out the form they requested before the kit was shipped and emailed them but heard nothing back. I can't get a hold of anyone and they won't refund my money despite me filling out the appropriate form.

  Customer Answer

  Date: 03/12/2024

  Issue has been resolved.  I have been given a refund.  Please close complaint.

  Business Response

  Date: 03/12/2024

  Dear Sir/*****,  
  
  Please find the information below and the following regarding ********************** case.
  
  We have checked and confirmed that ****************** initiated a test order after hours on Mar 9, 2024 (Saturday) at 08:15 AM. Subsequently, ****************** contacted our laboratory via email on Sunday, Mar 10, 2024, at 06:43 PM, requesting a change in shipping method to Express shipping:
  
  Kindly note that our customer care support operates Monday to Friday from 8:00 AM to 5:00 PM Pacific Time, and emails received after hours are addressed during the next business day.  
  
  On Monday, Mar 11, 2024, at 08:08 AM, ****************** submitted another email requesting the cancellation of his test order, to which our support team promptly responded within an hour at 08:44 AM. We provided ****************** with instructions and a link to download the cancellation/refund request form, as all refund requests must be accompanied by a completed copy of the Cancellation/Refund Request Form.  
  
  ********************** cancellation/refund form was submitted at 09:36 AM, and his test order was successfully cancelled on the same day, Mar 11, 2024. The full refund has been processed to the credit card used for the order.
  
  Best regards, 

• Initial Complaint

  Date:09/11/2023

  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.

  I placed an order in June and got the kit in July. I activated the account and did everything exactly as instructed. The test results supposedly takes 5-6 weeks but I am currently on week NINE with 0 response from the team. I have sent countless emails and have probably spent over 3 hours on hold. I dont believe the phone number actually leads anywhere. This company is a pure scam and took $149 from me with nothing to say. I just wanted an update but have been forced to leave some sort of review to warn others. DO NOT PURCHASE ANYTHING ASSOCIATED WITH THIS COMPANY. THEY ARE A 100% SCAM.

  Business Response

  Date: 09/13/2023

  To Whom It May ************************* routine turnaround time for testing is approximately 6 to 9 weeks for the *** Alcohol Intolerance Test depending on the quality of the sample. The #1 priority of our laboratory is the quality of the testing and the absolute accuracy of the results. The testing time may take longer if an exception is encountered. Our laboratory will not under any circumstances sacrifice the quality of the test in order to speed up the turnaround time.  
   
  In Mr. ********** case, his sample arrived at our laboratory on July 14, 2023, and the testing is currently in progress.
   
  Furthermore, we have checked and can confirm that our office received emails from Mr. ******** on the following dates: Aug 30, 2023, Sep 5, 2023, Sep 6, 2023, Sep 7, 2023, and Sep 11, 2023. We would like to clarify that we responded to these emails on Aug 30, 2023, Aug 31, 2023, Sep 5, 2023, and Sep 11, 2023. During our latest communication on Sep 11, 2023, we confirmed with Mr. ******** that if there are no issues with his sample, we anticipate having the results available later the week.  
   
  If you have any questions or require any further assistance, please do not hesitate to contact us at any time. Kindest regards,  

• Initial Complaint

  Date:03/31/2023

  Type:Customer Service 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.

  Placed my order on December 9th, 2022. Made a mistake and realized a couple days later that I had purhcased he wrong product and no longer wanted it. So, i was advised to fill out the cancellation/refund form, which I did. I submitted my request along with the required form on December 12th, 2022 and have since not heard back. I have sent approximately 12 emails now, wondering how long this is supposed to take. Tomorrow is April 1st, 2023. Meaning its been almost 4 months since I placed this order and I have yet to recieve my $363.62CAD back. This is extremely upsetting. I called their contact centre today ***************) , March 31st, 2023. And the response i got from the agent was "We received your request, ill put it through". What does that even mean? How has it been 4 months and you are only now putting my request through? Where is my refund? "If you wish to cancel your test and have already submitted a cancellation request form, your account will be updated accordingly. The turnaround time for the cancellation process is approximately 6 to 8 weeks. Best regards, Molecular Genetics Technical Support Team"This business is an absolute scam and they have ceased responding to my emails. I have not recieved a single ***** back since "6-8 weeks+!"

  Business Response

  Date: 04/10/2023

  Dear Sir/Madam,
  
  We have checked and confirmed that ********************** order has been successfully cancelled and the amount has been refunded to the credit card used to place the order. If we can be of further assistance, please do not hesitate to contact us. Best Regards,

  Genex Client Support Team

• Initial Complaint

  Date:11/09/2022

  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 ordered an alcohol intolerance test on Sept 29, 2022. It is currently Nov 9, 2022. I received the test relatively quickly (within a week) and was very pleased with the overall delivery of the test. I did notice that inside the packaging the first step was to "activate my kit", but I could not find an activation code anywhere. I ended up reaching out to the company (who did respond within 24 hours) and they let me know that for this test it didn't need to be activated. This was frustrating as I spent almost 2 hours trying to figure that out on my own, when the instructions could just be updated for that test. However, I immediately returned the test with the sample collected and am still waiting for my results. It has been almost 6 weeks. I am aware of the turnaround time of 4-6 weeks; however, I am still very frustrated that this was not clearly stated on the website at the time of the purchase. Had I known this, I most likely would not have purchased this test as I needed the results for medical purposes. Whenever I attempt to access the website to view my results, I receive notifications saying that the site is not secure, and they may be attempting to steal my information. This drove me over the edge to write this statement. I don't believe that this is a legitimate business, I have never heard of test results taking this long and I am disappointed with their overall service.

  Business Response

  Date: 11/21/2022

  To Whom It May *********** style="color: rgb(47, 57, 65); font-family: system-ui, -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; font-size: 14px; background-color: rgb(255, 246, 217);"> 
  The turnaround time for testing begins on the date that the specimen is received by the laboratory. The routine turnaround time for the *** Alcohol Intolerance Test is approximately 4 to 6 weeks depending on the quality of the sample. The #1 priority of our laboratory is the quality of the testing and the absolute accuracy of the results. Our laboratory will not under any circumstances sacrifice the quality of the test in order to speed up the turnaround time. 
   
  We have checked and can confirm that ****************** sample arrived at the laboratory on Oct 7, 2022, and her test result was released and sent out via email ********************** on Nov 13, 2022.
   
  In regard to the notification/message that ************** received when trying to access the online status-checking page, it may be possible that the page is blocked by a firewall or Antivirus software. If ************** continues to have trouble logging in, she may contact us at **************, or simply send an email to ********************************** and our technical support agents will be happy to assist her.
   
  We are an accredited *** testing laboratory, and not a reseller. We do not sell or share our client's information and results with any other third-party databases. Our online status-checking page is a secure online platform that provides clients access to their test order details and status updates. If ************** does not feel comfortable logging in online, she may request to delete her account information at any time.
   
  Best regards,