ComplaintsforDNA Diagnostics Center

• Initial Complaint

  11/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I am writing to file a formal complaint against DDC concerning my experience with case ******. On November 5, I contacted DDC to schedule a DNA test for November 7 at 5 PM at the "Any Lab Test Now" facility in ********, ******. During my conversation with the sales representative, C********** G*****, I clearly stated that my request was time-sensitive. C********** assured me that the appointment was confirmed and that I would receive a confirmation call on November 6, after I paid a total of $798. However, on November 6, I did not receive any confirmation call. After waiting all day without any communication, I reached out to C********** for clarification. He informed me that there was a system breakdown at the DNA center and instructed me to contact the scheduling department directly on the morning of November 7 to confirm my appointment. On November 7, I called the scheduling department several times, in total for two and a half hours without any answer. Frustrated and anxious about my upcoming appointment, I attempted to reach C********** again, only to find that both his direct line and cellphone went to voicemail. I left multiple messages but did not receive a response. Then I emailed him to ask a timely refund, he never replied, neither of the scheduling department. Overall, I am deeply disappointed with the lack of communication and professionalism demonstrated by DDC. After paying a significant amount for a service that I was unable to confirm or receive, I feel that my trust in this company has been gravely undermined. Due to the ongoing lack of response and resolution, I am formally requesting that this complaint be documented and to recover the full refund of my payment of $798 immediately. Thank you for your attention to this matter. I hope for a timely resolution. Sincerely, ******** ***** ************

  Business response

  11/11/2024

  Hello,

  Thank you for reaching out to us.  I do apologize that you experienced delays and were unable to speak to any representative to expedite your scheduling request.  We have a full refund that has been requested and approved.  Please allow 3-5 days for this appear as a credit through your provider.  

  Regards,

  DNA Diagnostics Center

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is with the company DDC, a DNA Testing company. This company is charging an unreasonable amount and making promises they can not keep. My Paternal DNA test results were promised 3-5 days after testing. I had tests done on October 21st, 2024. I called in a few days later and they informed me that the results would not be in until five(business) days after the labs received my case samples. The labs received my samples on Thursday October 24th, 2024. This would mean that my results would be in by Thursday October 31st, 2024. Well I called in October 31st, because I had not received my results. They then informed me that the labs were behind and my results would now be in on November 1st, 2024. TODAY, November 1st, 2024 I called in to verify my results would be in and they have now told me my results will be in on November 5th 2024... On top of the HUGE delay, not one single email was sent to update me. This right here is extremely unprofessional and screams that DDC is incompetent on getting their job done.

  Business response

  11/07/2024

  Hello,

  We do apologize for the delays you experienced and lack of notification of the delay.  We understand the sense of urgency and take your feedback seriously.  DDC strives to provide an excellent customer experience and we work hard to ensure results are issued on the expected date.  Your results were issued through our secure portal on November 4th and hard copies were sent by mail.  If we can be of further assistance, please reach out to us at contact@dnacenter.com.  

  Regards,

  DNA Diagnostics Center

• Initial Complaint

  10/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1 DDC Way *********, OH ***** email: elopez@dnacenter.com Phone: (**** ********; (**** ******** ******************** In January 2021, I contacted DNA Diagnostics Center [DDA] to do DNA testing for me and my children for immigration purposes, and DDA told me it would cost a total of $1324. and I paid in full since March 2021. Till date DDA has not sent the DNA kits to my children. I contacted the three times wia email in 2021, one email in 2022, and several times via phone calls in 2021, 2022, 2023 all to no avail. Since February 2022 when I found out from the ** ********** ** ***** that DNA is not required for my children's case, I have been requesting DDC to refund my money and they did not. Since then do don't answer my calls. I need DDC to refund my money because the DNA testing is no more needed and the time for it has elapsed.

  Business response

  11/11/2024

  Hello,

  We are attempting to communicate directly with the customer to set up a refund amount since the testing is no longer needed.  I have reached out to the customer by phone and provided a direct contact number.  

  Regards, 

  DNA Diagnostics Center

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No results n it’s been 3 weeks, they are so rude , HOT ASS MESS ! Poor customer service

  Business response

  08/19/2024

  Hello,

  Thank you for reaching out to Home Paternity at DNA Diagnostics Center.  We do apologize about the delay in receipt of samples and for your poor customer service experience.  We do take your concerns seriously and are always striving to provide exemplary customer service.  I also appreciate you speaking to me today and to be on the lookout for the email from us regarding any testing.  

  Best Regards,

  Home Paternity

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  received dna kit. tested and mailed back . submitted payment. received email that test results now completed. the system will not allow me to log in or reset my password. I emailed them several times and no response. The agent said the systems were down but now running. when i call no one will answer my call or return a phone call.

  Customer response

  04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********* and find that this resolution is satisfactory to me. 

   

  This issue has now been resolved
  
  Regards,
  
  ***** ** *****
  

  Business response

  04/09/2024

  Hello,

  Thank you reaching out to us.  We do apologize for the issues logging into your account.  We did have one of our agents reach out to you and believe this matter has been resolved. We appreciate that you chose DNA Diagnostics Center for your testing needs.

  Regards,

  DNA Diagnostics Center

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to get a prenatal DNA test done for my Son and his girlfriend on Feb. 29th. My Husband, ****** ******* father, took him in for the testing at their suggested lab (*** *** **** *** *******) off of 1**** **** ** ** ***** **** ******* *** ***** on Monday March 4th. Since then I have had no luck in getting our results. My husband advised the site that ****** ***** was a minor and asked if he needed to sign anything for him. The site stated that it was not necessary. I received a notification that our results should be ready by 6PM on March 6th. When the results did not come in I called to follow up on our results later that week. I was advised that additional information was needed. Parental consent to run the test results. I provided that immediately I called back again at a later date and that information had not yet been processed. I spoke to someone else who advised that They needed me to resend this paperwork with a signature from ******* ***** (the biological father of ****** *****) and his driver license. Again I sent this over immediately. Both ******* and myself have called back numerous times over the last two weeks and every time we call or email the system is down. This is not an inexpensive procedure and there should be some sort of communication coming from DDC letting us know what is going on with our case.

  Business response

  04/08/2024

  Hello,

  We do apologize for the delays your experienced while going through the testing process.  Our system did experience some delays and these delays are not the service we strive to provide.  The communication regarding minors should have also been handled to ensure there were not any delays.  We do have required documentation that is needed in order to complete testing, but it should not have caused this delay.  Once the required documents were received, we were able to proceed with issuance of results.  We are reviewing with our team to ensure streamlined communication in the future.  

  Sincerely, 

  DNA Diagnostics Center

  Customer response

  04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that while the resolution is not satisfactory this is the best response that  DNA Diagnostics Center could provide. My results were finally turned over, however this does not negate the poor customer service that was provided by DNA Diagnostics Center. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sir/Madam: On or about February 20, 2024, I ordered an DNA home paternity test kit from DNA Diagnostics Center in the amount of one hundred ninety nine dollars and zero cents. I was provided with an order number of: ********. On or about February 25, 2024, I sent DNA Diagnostic Center a message via their online portal requesting to ascertain the status of my order with negative results. On or about February 26, 24, I sent DNA Diagnostic Center a second message via their online portal requesting to ascertain the status of my order with negative results. I travelled to the United States Postal Service in ********* *** ****** with negative results. On or about February 27, 2024, I called DNA Diagnostic Center at ###-###-#### and ###-###-#### with negative results. On or about February 27, 2024 I called DNA Diagnostic Center at -###-###-#### at 8:08am, 8:59am, 9:06am, 9:13am, and 2:22pm. ON the last call at 2:22pm, I stayed on my phone with L****** (phonetic) for 20 minutes and 48 seconds. It appeared that he ALLEGED that I could speak to someone sitting next to him. Astonishingly, he then ALLEGED that he had to transfer my call to another person and THEY NEVER ANSWERED THE PHONE! I advised Mr. L****** (phonetic) that I called on numerous occasion and I a representative from DNA Diagnostic Center hung up the telephone on me on TWO SEPARATE occasions and never called me back! He ALLEGED that if he had the authority he would send my order express mail or expedited mail with a tracking number or refund my monies. On or about February 27, 2024 I emailed DNA Diagnostic Center in regards to the status of my at home paternity test with negative results. I have travelled to the United States Postal Service in ********* *** ****** on multiple occasions to ascertain if, DNA Diagnostic sent me the at home paternity test with negative results. I have had enough of the unprofessionalism of this business! I am demanding a full refund plus my travel expenses to and from the post office looking for a package DNA Diagnostic Center never sent. I am a permanently disabled and no one should be treated this way! Sincerely, ________________________________ ******* ******** February 28, 2024

  Business response

  03/07/2024

  Hello,

  We did reach out to the customer on 3/1/2024 and reviewed his concerns.  He did not want to proceed so we did agree to refund to in full.  The refund was processed on 3/5/2024.  We do apologize for the delays and communication concerns.  

  Best Regards,

  DNA Diagnostics Center

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi! I am the  respondent of the case ******* County Case Number: ************ It came to my attention that the petitioner has provided DNA test results to the court. The problem is that i have never  attended any testing procedure. Although the document states my name and I had to be present for qualification. Another concerning fact is that the testing date of father vs mother and the child is about 6 month apart. Also I am usually described as a "white" or "latino", my skin is extremely light. In the test it was said that I was BLACK!!! Can you please advise what I should i do to protect my rights? Please find the copy of potentially fraudulent report attached 

  Business response

  02/28/2024

  Hello,

  This has been forwarded to the appropriate agency and you should have received a letter from them with the response regarding your case.  

  Regards,

  DNA Diagnostics Center

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or around 7/24/2023, I made a down-payment of $199.00 to DNA Diagnostic Center (DDC) to start the Grandparent testing process at a total cost of $499.00 to include 2 adults and 2 children. The remaining balance of $300.00 to be paid at the conclusion of testing and the final results. On 10/12/23, the remaining balance was paid per DDC request, for the results to be available to me immediately thereafter. The results were not available until 10/20/23 and indicated that only 2 adults and one child was tested. I called the DDC contact number about the discrepancy on 10/20/23 and on 11/1/23 and was told I was due a refund of $50.00 which would be sent out within 5 business days. On 11/17/23, I was told to wait a few more days for the refund. On 11/27/23, I called DDC contact number, spoke to a supervisor who was incredibly unprofessional and concluded that the refund was sent to the wrong address. The supervisor said a refund would have to be reissued but I would have to wait for approximately 45 days for the corporate office to consider reissuing the refund. All contacts with DDC whether by phone, email, mail, or on my personal checks, has my correct address. It has been more than three months since DDC contact center personnel(s) acknowledged the error in billing, claimed the refund was sent to the wrong address and stated DDC would reissue the over payment/refund to the right address. What I don't understand is why the over payment/refund would have to be at the corporate office discretion? This all seems to be a BIG SCAM and business as usual with DDC when it comes to refunds, over payments or any paybacks. No one takes responsibility for customer complaints. I am not pleased with DDC customer service. I am also disappointed with the way my confidential results was mailed to me.

  Business response

  02/06/2024

  Hello,

  DDC has reviewed the concern and does acknowledge that there was an address error for the original $50.00 refund check in addition to delays in processing.  DDC escalated this to stop payment on the original check and processed a new check for the $50.00 refund owed to the customer.  The check was expedited by courier and due to be delivered today, 2/6/24.  See attachment for shipping label information.  We do apologize for this lengthy delay with this refund check.  We do require additional approval for checks and are working to reduce the timeframe for processing.  DDC also did enter the wrong address on the original check and are also reviewing our process to ensure this does not happen in the future.  We do apologize this has taken so long to resolve, but the $50.00 check should arrive 2/6/24.  We appreciate you bringing these concerns to our attention and are always working to ensure the best possible customer experience.    

  Regards,

  DNA Diagnostics Center

  Customer response

  02/16/2024

  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. 

  2/09/24 via telephone:

   

  *  The company addressed the issues by sending a refund check in the amount of $50.00 on 2/5/2024 via
              *****.  I received the refund check on 2/6/2024.

  
  *  I am pleased with the way BBB assisted me in resolving this matter.

  
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to reach out to *** about some discrepancies on results that were provided. When I was talking to them I felt like they were talking to me like I was stupid. I felt my results were wrong and asked for a retest. Of course they said either wait until baby gets here or pay for a whole other test. Well I’ve decided to test with ******. Results were the opposite! Somebody’s wrong in the test and I will find out when the baby gets here. I tried to mediate with this company but they feed you what you want to hear or make you feel stupid like you don’t know what’s going on. I’ve emailed the legal team still no reply. Somebody is wrong I don’t know if it’s *** or ****** but either way I’m going to consult a lawyer. I strongly feel people should test regardless after birth and don’t waste your time with this prenatal test. I strongly feel they guess. They like to push that they’ve been in business so long. So many people are hurt out there I feel like if you get the answer you’re looking for you’re not going to question it. There would be a lot more reviews. What really made me question was the lady that left a complaint about them saying they won’t conduct her test due to her being R**ED. Now her review is not here anymore? That’s a big deal I guess it’s easier to tell paternity but when you actually have a serious problem they want nothing to do with it. She also claimed the average person won’t have fetal dna circulating until after 15 weeks? We did ours at 7.5 weeks. Also a lot has changed in due dates ect so it would exclude me. That is a big deal so I felt It was right to get a 2nd option. Someone is lying and we will have the answer when the baby gets here. I have already consulted with a lawyer as soon as I received ****** results. Scam artist spend years in prison. If you have a website and a logo it makes it credible I guess. We will find out I don’t want to talk to nobody you had your chance when I was trying to ask questions and was made a fool.

  Business response

  01/30/2024

  Hello,

  Thank you for reaching out.  DNA Diagnostics Center is a leader in DNA Testing.  The *** Certainty™ Non-Invasive Prenatal Paternity Test, which uses the SNP microarray method, is the most accurate test available—and ours is the first and only prenatal paternity test accredited by the ****. Because it’s non-invasive, the test is completely safe for mother and pregnancy.  In addition, we are HIPAA compliant and in order to speak about any testing that may have occurred, we would need to speak to you directly and validate your information to confirm with any authorized tested party.  We are reaching out by email.  The phone number provided is missing a digit as we would like to be able to connect by phone.  We look forward to being able to speak to you directly.  

  Regards, 

  DNA Diagnostics Center, Inc. 

*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. ↩