Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Informed that uploading dna from nebula genomics will result in free reports. There were no free reports, only offer to upgrade for access for a few. It's fraudulent advertising designed to elicit sensitive DNA information. I am also concerned about privacy.

  Business response

  07/02/2024

  Upon investigating your case, we currently offer free versions of Genome Explorer and **************** Screen which are available via the dashboard.  Additionally, to access other free reports please navigate to Shop All, then Reports, and select Free on the right side of the menu.  Sequencing is committed to security and privacy, this is available via our Privacy Forever Policy.  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid for rare disease screening back in September of 2023 without the expedited processing (supposedly 4-6 weeks instead of 4-6 months). The first kit was over 10 weeks late, and they expressed no confidence in their ability to give an estimated completion date on the first kit, blaming the lab they work with. They issued a second kit with expedited processing free of charge that would supposedly go through a different lab, but that 4-6 week estimate has become over 13 weeks again with no results.

  Business response

  07/02/2024

  Upon investigating your case, it's clear that we have not met the high standards of service and support we strive to provide to our customers. Your experience is not reflective of our commitment to customer satisfaction and timely delivery of results. At this time the lab processing has completed, all data and reports will be available within a few days.

  Customer response

  07/11/2024

  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting 9 months for results. Two months ago they offered me expedited services and yet the process is taking just as long as nonexpedited services.

  Business response

  07/02/2024

  Upon investigating your case, it's clear that we have not met the high standards of service and support we strive to provide to our customers. Your experience is not reflective of our commitment to customer satisfaction and timely delivery of results. Our support team has been committed to resolving your issues and your kit has completed lab processing, all data and reports are now available in your account. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In February 2024, I signed up for a free trial on Sequencing.com, which offers services to upload genetic data and generate reports. I provided my credit card information, anticipating potential charges after the trial period.**Issues:**1. **Unclear Billing and Cancellation Process:** - No clear instructions to cancel the free trial on their website. - On March 11, 2024, I noticed a $39 charge despite my efforts to cancel. - An option that seemed to cancel only downgraded my plan. - Another $39 charge on April 9, 2024. Despite multiple attempts to contact support, I received no response. - Another $39 charge on May 9, 2024. Total unauthorized charges: $117. - I suspect $39 per month for 12 months ($468) due to a lack of membership confirmation. - My bank canceled my card due to these charges, causing significant inconvenience.2. **Difficult Website Navigation and Poor Usability:** - The website was hard to understand and navigate. - The process for uploading DNA data from a sequencing company was not well explained. Despite attempts, I received error messages and am unsure if my data was successfully uploaded.3. **Misleading Information and Unavailable Features:** - The website promised many available free apps, but accessing them was unclear. - Discounts and free apps advertised before registration were unavailable after signing up. - Some advertised apps were not available. - I registered for a free account but was unknowingly enrolled in a membership plan with undisclosed tiers.**Amount Paid to the Business:**- Total unauthorized charges: $117 (three charges of $39 on March 11, April 9, and May 9, 2024).- Potential total charges for an annual plan: $468.**Nature of the Dispute:**- Unauthorized and unclear billing practices.- Lack of transparency in the cancellation process.- Failure to respond to customer inquiries and complaints.- Misleading information regarding services and features.

  Business response

  06/17/2024

  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience you experienced. Our support team addressed your concerns within 72 hours of being notified, and all refunds have been issued.
  
  Please be informed that you can change your genome plans at any time via the account settings on our website. We strive to provide clear and transparent services and are continuously working to improve our processes based on customer feedback.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer response

  07/11/2024

   
  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

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a DNA sequencing kit for $399 on 11/5/23. The advertised TAT was ***** weeks for results. The kit was recieved by the lab 11/15. The fine print said it could take up to 16 weeks. I waited until 2/26/24 to contact customer support about the *** after 16 weeks of my sample being processed by the lab. 2/27 I recieved a response saying they were reaching out to the lab and would reply within 1-2 business days with an update. 3/4 I email again because I did not receive a follow up. 3/6 I was told I could continue with no *** or take an expedited replacement kit with 5-7 week TAT. 3/8 after additional questions answered took the replacement. New kit activated 3/19. Emailed customer service 4/4 asking for update since there was no tracking. 4/5 told it was in the lab 5-7 weeks with the replacement there would be no tracking, Email customer service for updates. 5/9 I reach out frustrated at the extreme delay. Told it would be done in 1-2 weeks. Offered a $50 refund. 5/29 reach out again, it has now been 11 weeks for the replacement kit, and 3 weeks since I was told I would have results in 1-2. No response. The "expedited" replacement had now taken longer than a standard kit. This is now a 29 week endeavor which is absurd. I want my results within a week and the majority of my money back due to the extreme delay. **************** is professional if they respond, but I am extremely disappointed with the overall experience with the company.

  Business response

  07/02/2024

  Upon investigating your case, it's clear that we have not met the high standards of service and support we strive to provide to our customers. Your experience is not reflective of our commitment to customer satisfaction and timely delivery of results. Our support team has been committed to resolving your issues and your kit has completed lab processing, all data and reports are now available in your account. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business is shady, do not use it! They automatically enrolled you in to premium membership that costs extra $40 a month, the results take forever, they are all encrypted and its impossible to cancel it unless you contact customer service that would send you a link that you have only 30min to access so you can cancel it. I overpaid way more than I wanted to without knowing I was being billed. This company is a joke. Dont use it! Total trap!

  Business response

  06/17/2024

  We apologize for any frustration and confusion you have experienced. Please be assured that our premium membership is optional and can be changed at any time through your account settings. We do not use links or emails that expire in 30 minutes for any account changes or cancellations.
  
  Upon reviewing your account, we confirm that the kit bundle you purchased was processed successfully, all lab work was completed, and all included reports were generated and provided as per our service agreement. The raw data and your reports are accessible in your Sequencing account - you can access, download, and permanently delete them at any time.
  
  Your kit was completed in under 12 weeks, which is within the timeframe stated at purchase. All reports and data were made available.
  
  We value your feedback and are committed to improving our services. If you need further assistance, please contact our customer support team. Thank you.

  Customer response

  06/20/2024

   
  Complaint: 21656918
  
  I am rejecting this response because:
  I couldnt cancel my subscription in my settings, your business make it super hard to cancel it. I disagree with your response because your interface is very hard for a client to cancel the membership and you should change it. Saying its an easy thing is calling me crazy and stupid and I am not, your website is a trap.
  Sincerely,
  
  ***************************

  Business response

  07/02/2024

  Please be assured that our premium membership is optional and can be changed at any time through your account settings. We have confirmed do not use links or emails that expire in 30 minutes for any account changes or cancellations. to cancel your Genome Plan, here is a step-by-******************* to aid you through the process:
  
  
  Log into your Sequencing.com account.
  -Navigate to your account name or three black lines in upper right corner, and then 'User or Username'
  -Tap or Select 'Personal Information'.
  -Proceed by selecting 'Membership'.
  -Scroll Down to view all plans including Free.
  -This is where you'll find the option to modify your Genome Plan.
  
  
  Additionally, we confirm that the kit bundle you purchased was processed successfully, all lab work was completed, and all included reports were generated and provided as per our service agreement. The raw data and your reports are accessible in your Sequencing account - you can access, download, and permanently delete them at any time.
  
  
  Your kit was completed in under 12 weeks, which is within the timeframe stated at purchase. All reports and data were made available.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  the company says their program can screen for hypermobile ******-danlos specifically, amongst other genetic disorders. In actuality, after reading enough of their results, it says that there IS NO DNA TEST for hypermobile ******-danlos because they dont know which genes are involved. I only purchused the plan for that issue, only to find out their claim was impossible. In addition, they do not obviously disclose the fact that their monthly payment continues for a full year without the ability to downgrade. It states that the plan can be upgraded or downgraded at any time and does not let the consumer know that you cannot downgrade before the end of an entire year. It is deceptive on purpose and hidden in legal gargon. I do not want my money back for the initial purchase, but I will not pay the remaining year of monthly purchases. They blatently lied about what they could provide evidence for, in order to get my purchase. I want out of their payment plan and they need to change their marketing. They also do bait and switch for sure, telling you that you must upgrade and then telling you to get their whole genome kit at a huge expense to know more. When in reality, you cant know for eds. Image shows they are saying they can tell about genes linked to hypermobile eds and if you buy their genome kit you can know if you have it. This is a flat out lie,

  Business response

  06/17/2024

  We apologize for any confusion and frustration you have experienced. Our program does screen for a variety of genetic disorders, but it is true that there is currently no DNA test for hypermobile ******-Danlos Syndrome (hEDS) because the specific genes involved have not been identified. Please reference our **************** where this is stated.
  
  Regarding the subscription plan, we apologize for any misunderstanding. Our plans can be upgraded or downgraded, but there is a commitment for the initial year. This is clearly stated at purchase when is states that it is a commitment to 12 equal monthly payments. We are working to make this clearer in our marketing materials to avoid future confusion.  Our support team however has resolved this issue.
  
  It is recommended to use whole genome sequencing data for a more comprehensive understanding of genetic conditions, though this may not specifically cover hEDS.
  
  We appreciate your feedback and will address these concerns promptly. If you would like to discuss this further, please reach out to our customer support team. Thank you.

  Customer response

  06/20/2024

   
  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

  04/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I turned in my kit back in the beginning of September. I received regular updates up until December. Then they just stopped. When I went to check on the online timeline tracker, my date had changed for when the process had started for one of the processes. I received and email stating it would take longer and they would give me a free month of whatever but I should have the results in 1-2 weeks. I waited and then messaged asking for an update as nothing had changed. They said they couldnt give me an update other than the process had to be repeated and it would be another 1-2 weeks. I have contacted them again and have received no response as of yet. Im frustrated because Im attempting to see if I am a carrier for a few things we think might be an issue with my daughter so I paid extra for the rare diseases screening. Please fix this.

  Business response

  04/25/2024

  We are sorry to hear about your frustrations and concerns. Your experience is far from the high standard we aim to deliver. 

  We sincerely apologize for the delay that impacted your kit, which was processed using our previous sequencing service. We, too, shared your frustration with the turnaround time, which is why we recently launched a new sequencing service, which has 50% faster turnaround times.
  
  We have now provided you with a replacement kit and upgrade to our Expedited processing.

  Our customer support team is dedicated to offering personalized assistance and can guide you through your results to ensure you have a comprehensive understanding of your genetic information.

  Customer response

  05/08/2024

   
  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

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am submitting this complaint to formally address the significant discrepancies between the services promised and delivered by Sequencing.com. Despite the assurances on their website regarding data accessibility and membership benefits, my experience has been marred by misleading claims.Data Accessibility Concerns: Sequencing.com claims that customers can "easily access, use, download, and permanently delete" their DNA data. Contrary to this, accessing and downloading files larger than 1GB is cumbersome and time-consuming. The need for a special download link, which takes over 10 business days to receive and is only accessible for 5 days, hampers the user experience and contradicts the advertised ease of use. ********************************************************************************************** Misleading Membership Plan Benefits: The company's Premium Plus Membership is advertised to include free genetic counseling. However, attempting to utilize this benefit incurs additional costs, contradicting the membership's terms. This lack of transparency misleads customers about the membership's value. ************************************************** These are not minor issues but indicate a pattern of misleading and deceptive practices. The gap between advertised and actual services undermines customer trust and questions the integrity of Sequencing.com's operations.I seek the BBB's assistance in these concerns, advocating for a formal investigation to ensure customers are not misled. I urge ********************** to rectify these discrepancies, align their practices with their claims, and uphold transparency and honesty.

  Business response

  04/16/2024

  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to address the issues you've encountered with our Whole Genome Sequencing (WGS) service.

  Upon reviewing your account, we confirm that the kit bundle you purchased was processed successfully, all lab work was completed, and all included reports were generated and provided as per our service agreement. The raw data and your reports are accessible in your Sequencing account - you can access, download, and permanently delete them at any time.

  Please allow us to explain that in certain cases, our security protocols and the substantial size of genetic data files necessitate a careful preparation process. This is to ensure the integrity and security of your genetic data, which can extend the link generation time to up to ***** days. These measures are in place to protect your sensitive information and to comply with the highest standards of data security.

  Regarding the inclusion of genetic counseling services, these are available exclusively as part of our Professional Genome Plan, as outlined on our membership benefits page.

  While we are unable to offer a refund as the service was rendered in full according to our terms, we are here to assist you in navigating the results you've received. If there are specific aspects of your results or reports you find unclear or if there's additional support we can provide to help you interpret your genetic data, we encourage you to reach out. 

  Our customer support team is dedicated to offering personalized assistance and can guide you through your results to ensure you have a comprehensive understanding of your genetic information.
  

  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Still waiting to hear from Company concerning attached email. I paid $500.

  Business response

  04/25/2024

  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to address the issues you've encountered with our Whole Genome Sequencing (WGS) service. We received this notice April 25 and all information has been provided to you as of April ***************************** the provided email image.
  
  We recognize that you chose our WGS service expecting to obtain important health insights. After examining your account, we can confirm that the kit bundle you purchased has been processed, all laboratory work has been completed, and all reports included in your package have been generated and delivered in accordance with our service agreement. Your raw data and reports are available in your Sequencing account for access, download, or permanent deletion at your discretion.
  
  Although we are unable to issue a refund since the service was fully rendered as per our terms, we are eager to help you make sense of the results you have received. If any part of your results or reports is unclear, or if you require further assistance to interpret your genetic data, please do not hesitate to contact us.

*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. ↩