ComplaintsforDNA Diagnostics Center

DNA Testing

Multi Location Business

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Initial Complaint
01/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I requested DNA testing for my 2 children and husband for the ******** ******* in *******. I paid $599 usd on 11/10/23 . I forwarded a copy of my DNA request letter from the embassy to DDC as requested for their specialists to review. I subsequently received an email on 11/13/23 with the appt schedule and location. I was assured that their collection center (lifelabs) in ****** was approved for immigration DNA testing for the United Stated. On 1/11/24, I received an email for the ******** ******* in ******* that Lifelabs was not accredited and they could not accept the result. I called DDC twice and finally spoke with a supervisor Jenifer, who claimed that the request from the embassy was that i complete the DNA testing in ******* but this is untrue based request form from the embassy as well as the email they sent to refuse the testing. I verified severally with the rep that I made the payment about being in ****** and the location for collection. I complained to DDC and the Supervisor (Jenifer) stated that they can only refund have my money which is not acceptable as I have to pay another company to complete the testing all over again and DDC provided false information and instead of using an **** accredited site, they used a third party site that was not accepted by *****.
Business response
01/29/2024
Hello,
We are sorry to hear that your experience did not go as expected. We have attempted to contact you several times to review your case specifics. We want to assist and ensure that you are able to use the results. Please reach out to us at contact@dnacenter.com if you would like to have one of our specialists review with you.
Regards,
DNA Diagnostics Center
Customer response
02/05/2024
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. I spoke with them and after much argument and finally they accepted their error and apologized and refunded my money.
Thank you so much for helping me

Regards,

***** *******
Initial Complaint
01/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
MY NAME IS ******* ******, D.O.B APRIL 4, 1960 AND I TOOK MY PROSPECTIVE DAUGHTER ******** ***** D.O.B. JUNE 26, 1996 IN TO THE DNA DIAGNOSTIC CENTER ON ******** **** ********* ******** **** AROUND JUNE OR JULY 2010. HER ADOPTING MOTHER **** ******* ***** AND ********** SISTERS CARETAKER. ( OR OLDER SISTER WENT WITH US. WHEN WE GOT TO THE CENTER THEY TOOK BOTH I AND ******** IN A BACK ROOM TO BE TESTED. THEN THEY SEPARATED US AND PUT US IN SEPARATE ROOMS. WHAT I WAS WAITING FOR I DO NOT KNOW. IT IS MY BELIEF THAT MRS. ***** PAID THE TESTER MONEY WITH SOME MONEY $1,000, THAT I HAD GIVEN HER FOR ******** EARLIER. I BELIEVE HER TO BE MY DAUGHTER STILL EVEN THOUGH SHE DIED IN 2018. THERE WERE TO GRANDCHILDREN OF HERS LEFT UPON HER DEAT; A GIRL AND A BOY. I'M TRYING TO FIND THEM. AND I WANT YOUR CENTER TO RIGHT THEMSELVES BY MAKING SURE THE BLOOD SUBMITTED WAS ACTUALLY OURS.
Business response
01/17/2024
Hello,
DNA Diagnostics Center does not have any information to review or any response for a sample collection inquiry that was completed in 2010. DDC is a leader in DNA testing and has been trusted by customers since 1995 with over 20 million DNA tests.
Regards,
DNA Diagnostics Center
Initial Complaint
11/30/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I called DDC and prior to purchase I was told no mailing goes out for results only via email with secure code etc. and purchased a very overpriced test to receive results. If I was advised correctly about the process of results being mailed I wouldn’t have continued with the kind of test purchased due to the domestic dispute on going! I never received paperwork via mail but they mailed out documentation to the “alleged father” which resulted in harassment which I was trying to avoid! I spoke with MULTIPLE people the hold times are crazy the customer service was only decent with the rep that understood my main purpose of action was a sincere apology and to know that the person that advised me incorrectly was being spoken to. The company claimed not find that specific call as well as three other calls. I requested my money back since they aren’t going to do anything have had no cares for what was told to me and overall the and experience and service being received because I had to reach out on updates that I wasn’t receiving from them when I was supposed to for them to still not have anything revised in the timely manner that was provided to me I waited three weeks for a RUDE supervisor to lie on the call and cause my already high risk pregnancy to have more stress added and the conversation to become heated. This company isn’t anything I was suggest to anyone they scammed me into paying for something that wasn’t advertised to me properly just to get my money despite my safety!
Business response
12/08/2023
Hello,
Thank you for reaching out to us. We do apologize if there was any miscommunication regarding issuance of results. Authorized tested parties that provide address information on the client authorization form are provided with copies of the results. We always strive to provide the best possible service and use customer feedback to provide continuing education training to our team members.
Best Regards,
DNA Diagnostics Center
Initial Complaint
10/19/2023
Complaint Type:
Service or Repair Issues
Status:
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.
March of this year I was pregnant and did the non invasive test I got an 99.9 that my boyfriend was the father fast forward oct 2023 I did a sibling test between my two kids test says there full sibling but my obgyn says the test weren’t compared with enough markers so I am now worried that my results aren’t right and feel like I’ve been scammed also because after 90 days of my first test I wasn’t able to view my results anymore online then when I did the sibling test the old results magically appeared when a customer service worker told me the old results were no longer in there system an she couldn’t see them anymore I no I’ve been scammed and I think my results aren’t accurate.
Business response
10/27/2023
Hello,
We did attempt to reach out to the customer to further discuss but have not received a return call. We noted that there were several earlier conversations where the results were reviewed and explained. DDC is an accredited laboratory and the results issued to the customer met the criteria for issuance. The customer did use their credentials for their initial testing to access the report from earlier in the year. The customer was provided the results for the testing that was requested. We would be happy to review the results with the customer if there are any additional questions.
Regards,
DNA Diagnostics Center
Customer response
10/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

*** ******
Initial Complaint
08/30/2023
Complaint Type:
Delivery Issues
Status:
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.
Product ordered was not received. No answer when attempting to contact them.
Business response
08/31/2023
Hello,
I do apologize that you had difficulty reaching us but see that you were able to connect with us later in the day on 8/30. I have also confirmed delivery. If that is not the case, please reach out to us at ###-###-####.
Best regards,
DNA Diagnostics Center
Initial Complaint
08/22/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a sibling legal DNA test center appointment in ****** ** for my aging uncle. I live in *** ****** **. Told them prior to purchasing this.. over $440.00 as it needs to be the legal version and I need an appointment for august 29th at 9AM. After taking my payment I get an email that this site is no longer providing DNA testing and they are sending us to *****. I have text my contact as soon as I received the email as well as twice after. The phone number provided in the email is disconnected. Located several other contact #'s.. also disconnected. Need help ASAP as this is a legal matter that needs resolution my Monday the 29th of August
Business response
08/23/2023
Hello,
We do apologize that we were unable to coordinate the scheduling of your appointment at the location originally discussed. We have since inactivated that location since they are no longer doing the sample collections. In addition, we have refunded everything in full since we were unable to locate an alternative location that was close enough. We do apologize for the inconvenience. Your credit card refund is processed and should register as such on your account in the next business day.
Regards,
DNA Diagnostics Center
Initial Complaint
08/11/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My lab experience was great, since a third party was used. The process of getting my results, however, was not so great. I’ve been calling their office every day since the 3-5 day non invasive paternity test said they’d deliver the results by email.. I paid $1700 for a service, and it is damn near impossible to get ahold of someone over the phone for a status update. The only time it seemed as if anyone answered was when their “systems were down”. It’s been very frustrating as a pregnant person. The only reason I went through this company was because it was referred by an ******** ********* website.
Business response
08/23/2023
Hello,
We do apologize for any delays you may have experienced while trying to reach DNA Diagnostics Center. We do believe this issue has been resolved. If you have any additional questions, please call us at ###-###-####.
Regards,
DNA Diagnostics Center
Initial Complaint
07/12/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
At the beginning of May I purchased a DNA test kit online from this company. The middle of June I contacted them in regards to not having received the kit yet. I provided all information that I had and also provided a bank statement with the charge highlighted. We are now in the middle of July and no test it or refund.
Business response
07/20/2023
Hello,
We did reach out to the customer and apologized that he had not received the kit. We expedited a new kit shipment and have confirmed that it was delivered on 7/14/23. Thank you for reaching out to us and allowing us to correct the issue.
Regards,
DNA Diagnostics Center
Customer response
07/20/2023
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.

Regards,

**** ******
Initial Complaint
06/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered a half-sibling diagnostic test on May 19, 2023. I paid $300. I was told that the test would give me a probability of whether or not we share the same father. The possible father is deceased. Both customer service reps told me it would either be a high percentage or a low percentage. The test came back as 50%. We sent in 3 different samples of 2 known and 1 possible siblings and were told only 2 siblings could be tested. The results recommended additional relatives to be tested. When I called to ask them to analyze further they said they could analyze an additional sibling and one of the sibling's mother for an additional $200. The rep said that was the best he could do, because the test is usually another $300 and he gave me $100 off. We did everything we were asked to do and still have to pay in total $500 for results that may still come back inconclusive. This is a scam! I want results and I shouldn't have to pay them to do the job they should've done in the first place.
Business response
06/28/2023
Hello,
We are reaching out to the customer to offer up an option to add additional parties at no additional charge or refund in full if that is not an option for the customer. We apologize for any inconvenience to the customer and delay in response.
Regards,
DNA Diagnostics Center
Initial Complaint
05/07/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased this kit twice for $30,tested all my family twice now first time i took the test paid $200 it was a issue.I was told to retake the test for an additional $200.Now its another issue with the test.I call i get terrible customer service and poor explanation on the issue that are occuring.
Business response
05/24/2023
Hello,
We did speak to the customer and were able to confirm that we did not ask for any additional testing fees. DDC requested for additional samples for additional parties to be tested. A kit was shipped for the additional party without any additional fees. We believe this matter has been resolved.
Regards,
DNA Diagnostics Center
Customer response
05/28/2023
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.

Regards,

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

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