Complaints

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for the use of the genome explorer app and uploaded a genome file to the website on my account, but I have never been able to access the information I purchased. I reached out to customer service multiple times over the past month but have received few replies and no resolution or movement on the issue.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/06) */ We have addressed this customer in ticket #***** and #*****. In these responses we have explained that our tests from the engineering and development team show that this app is running with no errors. From our side, we do not detect an error. If we dont' detect an error on the backend then the cause of the app not working is on the side of the customer. Our support team has been working with this customer to help solve the problem. This customer is attempting to load an application from a medical office and firewalls could exist or other network protections that prevent this app from loading. We have refunded her money and we have continued to troubleshoot with her even after refund was issued to determine if we can assist with a browser issue, internet speed, or other limiting network problems on the customer's side that may be preventing this app from working.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company received my sample August 17, 2021. I emailed to find out the status and received a return email from someone named Aseenah. I also received a phone call. Bottom line was that it takes 12 to 14 weeks to process the sample. In a return email, it was indicated that I need to input the code from the vial that I sent back. That fact is not disclosed on their website, nor is it included in the kit when sent. I did not keep the code. This is now February 26, 2022 and I am no closer to finding out anything or receiving any response to my emails. Their customer service is pathetic.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/06) */ We have attempted to reach out to this customer more than 10 times to explain this process prior to this complaint being filed (photo attached) When purchasing our kit, customer's agree to our terms and conditions ( https://sequencing.com/ordering-dna-test-kit-and-genome-sequencing-kit-terms-and-conditions ) which explain that kit activation is part of the process as stated here -. "After receiving the DNA collection kit, the kit must be activated by the person (or the person's representative or guardian) using the kit. To activate your DNA collection kit for the Ultimate DNA Test or Ultimate Genome Sequencing, follow the instructions included with the DNA collection kit. Upon activating the kit, the activation information will be automatically sent to Sequencing.com." DNA kit samples are mailed out with instructions that clearly state these steps (attached) and if the kit is not activated we have no way of knowing whose DNA the sample was provided by. We have been able to get this kit activated with the customer and his DNA sample is now processing.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a DNA whole genome sequencing in Sept.2021 Activated on Sept. 14th and They received it on Sept 20th per email response.(Great news! We do see that your sample was received on September 20,2021. We are unfortunately experiencing some processing delays that have increased the expected time for sequencing.We currently anticipate a timeframe of approximately 12-14 weeks after your sample is received for results to be ready.) I checked back in Dec when I saw an update that it was at the Lab ,. Emailed them again to find out what the delay was and was given this "I do see that your kit sample was received at our lab on 12/02/21. This is when the processing time would begin and where the quoted times will originate." Where was it from Sept to Dec? I had requested a partial refund for the delay but never received a answer to that. Sent another request today (2/24/2022) Not sure if I was scammed or not at this point.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/06) */ This customer's DNA sample failed at the lab due to low DNB concentration. DNA samples fail at labs for many reasons and this is a part of any lab processing service. The lab notified the customer of this failure on 12/27/2021 and did not receive a response from the customer ( evidence attached to the best of our ability without providing personal identifying information). In addition, have notified the customer of this failure and offered to send a free kit to try again or a full refund. Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one is able to provide proof to me that they sent an email to me. I requested Nebula Genomics to send proof but they only provided a generic email that did not provide a kit # or anything that states the info was actually for or sent to me. My kit is not registered with Nebula so not sure how my info is in their system. I stand firm that I was NEVER notified from Nebula or Sequencing (till this complaint) that my test failed. Business Response /* (4000, 9, 2022/04/19) */ I spoke with Connie on the phone and explained that when she ordered her kit the communication was confusing to our customers. I have apologized for the confusion and frustration she experienced regarding how she was told that her kit had failed. The customer's should not have any correspondence with Nebula and that process has currently been fixed. We use a third party lab and Nebula communicates with the lab directly and Nebula now communicates with Sequencing when an issue occurs rather than communicating directly with the customer. Our third party lab affiliation is explained at the time of purchase in our Terms and Conditions here********************************************************************************************* I have attached the email correspondence that was sent to this customer from Nebula as they have shared it with us. Nebula and Sequencing are separate companies and all I can go on is the screen shot they have shared. I have explained to this customer that currently there is no further communication with Nebula to avoid any confusion and frustration with our customers. You can see in the attached email that Nebula is asking the customer to reach out to Sequencing directly. She is correct in stating that until she filed this complaint Sequencing had not told her that her kit failed because it was understood to have been communicated to her from another party. Again, due to the overall understanding that the former way of communicating was not optimal we have changed this practice to reflect a better customer experience. This new practice was put in place approximately 2 months ago. I have communicated this update to the customer when I spoke to her personally on April 8th. At this time, she verbally agreed with me that she would accept a new replacement kit and move forward with continuing the sequencing process. At that time, a refund was also offered and can still be obtained. We can't offer a refund once the kit has been sent back to the lab however with a confirmation from this customer we can give her a refund if she is still unhappy with the way she was communicated with in the past. Consumer Response /* (2000, 11, 2022/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩