ComplaintsforDNA Diagnostics Center

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted DDC to get a test and was offered the test for $1400. I agreed to get it because the representative told me that I would receive the DNA and gender results within 3 days after the lab received our samples. Both myself and the father had samples collected on 5/3/22, BOTH of our samples arrived on 5/4/22 (I got the fedex shipping information to ensure when they arrived) I also had to pay an additional $50 for the lab to collect my blood and ship it, which should have been included in the $1400 price, DDC emailed me on 5/5/22 that they confirmed the lab had the samples and the test wouldn’t be ready until 5/16/22. I responded to this email and told them that I was told it would be 3 days, which seems to be a common issue, they responded and said it wouldn’t. I reiterated that they had told me that it would be and by law were required to adhere to their promises otherwise they were falsely advertising- which is illegal. They told me they would ask management and get back to me- of course, they didn’t. Today is day three, 5/6/22. Should I not receive my full results with the DNA and gender on Monday morning by 8am MST, I will be taking further steps to rectify this situation, which may or may not include legal action. My expectation is that my results be provided immediately as the service i paid for was ensured and even their website says it will be received within 3 days. I was also 9 weeks pregnant when the test was taken, therefore should have no reason to retest, nor should I not be able to know the gender as they should be able to tell that by 6 weeks.

  Business response

  05/12/2022

  Hello,

  There are some instances where we are not able to perform testing as requested.  The customer was contacted on 5/10/22 and a full refund was issued on 5/11/22. 

  Regards,

  DNA Diagnostics Center, Inc. 

  Customer response

  05/14/2022

  ****** ******** *******
  
  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.

   

  They refused to run the test because I was raped. They also told me that a large portion of people don’t have enough DNA in their blood to preform the test until 16 weeks and even up to 36 weeks. Honestly, this place is a nightmare, I was honest about being raped on my first phone call, it seems like it is inappropriate to refuse services due to me being a victim of rape- super sketchy and questionable 

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

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called DDC at 4 weeks pregnant on February 28th for prenatal paternity testing. They scheduled my sample to be taken at 7.5 weeks. The testing center they sent me to was horrifically unprofessional, I expected a doctors office and was greeted instead by an office space straight out of the 70s with one employee. The woman who took our samples didn’t even wear gloves when taking the mouth swab and had to r would give zero stars if I could. Putting faith in this company may ruin your life. I know for me it has had a huge impact on my mental and physical health. I called them at 4 weeks pregnant for prenatal paternity testing they were the first call I made, they scheduled my sample to be taken at 7.5 weeks. The testing center was not a doctor office the one employee didn’t wear gloves while taking swab and had to fish around on a cluttered book case to find the materials to take my blood sample. I waited patiently for my results and paid my $1800 and the day my results were due i was emailed that my results wouldn’t be ready for an additional 4 days with no other information. When I reached out the woman I was connected with on the phone about the delay was sarcastic, Apethetic, and had no understanding of the testing. I was transferred to a supervisor who placated me with kind words but also had no follow through and has not call me back on 2 occasions when he promised he would. At this point I have been informed I most likely will not be given results at all. I have requested a refund of my money but not received it and in no way does money make up for the last 2 months of anticipation and disappointment during an already difficult time. This time and information was crucial to my pregnancy and determining the future of my life and my babies life. These people are cons and predators and as of 4/7/22 are still dodging my communications. Others deserve protection from this company.

  Business response

  04/15/2022

  Due to the technical nature of testing, and the metrics set forth by our accreditors, additional testing time is sometimes needed on our relationship testing. We understand the importance of receiving results in a timely manner, however we sometimes need more time to obtain the data needed to release a report. We apologize for this delay. Results for this case were released on 4/8/2022 and a partial refund was processed, on our end, on 4/13 for the delay with testing. We believe this issue to be resolved. 

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid this company $1300 in hopes the person I spoke to on the phone* ******* would give me accurate information. I tested on 3/28/2022 and was told the results would be in by Friday 6pm at the latest. I called several times to confirm. On Friday an hour before they closed I received an email stating they would need more time testing and to expect my results 7pm on 4/6/2022 or for faster results sign in online. However I never received any link to sign in online. At this point I don’t know if this is a real company or a scam.

  Business response

  04/15/2022

  Hello,

  Unfortunately, the sample did not meet the quality threshold to produce results and we did need to reach out to the customer to request a new sample.  A message was left with the client advising of the request.  We have not received any additional follow up since that time.  At this point, we will go ahead and cancel out the case and refund in full.  We do apologize for the delay and inconvenience to the customer.  The refund will be expedited. 

  Regards, 

  DNA Diagnostics Center

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally had my first DNA test done with a different company in November. The potential father who tested positive in my initial test requested another test with DDC in December. When I received his results in January it was negative. I requested the chain of custody paperwork that is provided with their legal testing for $50. The first time they sent me the test results instead of the correct paperwork. The second time the shipment was delayed. When I finally received the paperwork there was no picture of the potential father with the case number like I was promised. I decided to order another test with the other potential father the first week of February. I was told I would have overnight shipping for everything and a discounted rate and 3 day results update. I got tested February 7th. They did not get the kit to the potential fathers test site until February 9th but failed to schedule an appointment with the facility so we showed up two days in a row to be sent back home because the facility was unaware of our appointment. The kit was then not shipped back to the testing lab until February 16th. I was told I would have 3 day results and did not receive those. I have been put on yet another delay until February 25th. The amount of delays, empty promises, and lack of communication has me questioning the integrity and credibility of this company as well as placing an extreme hardship on my already difficult situation.

  Business response

  03/04/2022

  DDC does apologize for sending an additional copy of the report instead of the requested chain of custody documentation in January.  DDC will refund the $50.00 fee for this. Unfortunately, there were testing delays incurred with the 2nd test.  This test is highly sensitive and at times, does require a repeat.  DDC internal standards are always met before issuance of any results.  If it does not pass the threshold, DDC will perform repeat testing, if the sample is still viable and if not, will request new samples at no additional charge.  In this instance, a recollect was required however testing has since been completed and the results have been issued.  We know that delays are inconvenient to our customers, but the standards and quality will always be upheld and confirmed prior to any report being issued. We hope that you accept our apology and have accessed the results through our system.  

  Best Regards, 

  DDC

   

   

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov,. 21, I sent dna samples for severa* ********** in my ********* Rescue, ****** ****** ********** ***. I was trying to determine who was mom of two pups here - and then who was dad. The *** were all related, BUT after charging me extra fees to do other things, the really had never been done before, I received a ridiculous report that NEITHER THE DAMS OR SIRES produced the two PUPPIES. So, the pups who were born here, have no sire and no dam. An AI was done with one of the girls and males at a veterinarian's office and I sent the notice of breeding to DDC. I was told that neither the male or female that were bred by AI are the parents of either pup. This is patently insane. I needed to have confirmation of the breeding for the purpose of registering the pups with IMPORTANT dog registrations in the USA. It is not possible that none of the adults are parents of the two pups., I cannot believe this bunch told me that. On top of charging evidently much more than other groups (I used DDC because I had used them in the past) so I used them and they sent me the most bogus results I could ever have imagined. There are only two males and two females that could be sire and dam because the puppies are alive and at m y rescue, plus an AI was done to produce the pups., UNBELIEVABLE. They were not apologetic at all and told me to go to another company and spend more money to get results from another company., I asked then for hard copies of the results, which I was told were mailed by UPS. Somehow they never arrived after two weeks and there was no tracking information. They said they mail. the reports by regular mail. 25 emails later, said they would make an exception for me and send them with tracking. I finally received a *** ** tracking number that said they sent it Jan 5 and was to be delivered Jan 6 (today) by noon. So far, there is no *** ** or other delivery and the tracking page shows a label was created, but nothing else. No delivery

  Business response

  01/12/2022

  We have completed a full case investigation regarding your concerns.  DDC stands by the results that were issued on the samples we received and tested.  DDC would not release any results that did not meet our internal quality metrics.  When there is a known genetic relationship, additional testing is required, which results in additional charges.  The additional charges were confirmed in advance.  A complete profile and analysis was provided on the samples received.  All results issued are provided electronically.  These were provided on 12/7 and confirmed as received electronically.  Upon receipt we received the additional inquiry asking for a different format of a report for ease in viewing.  DDC provided the conclusion report in addition to reports that provide a full DNA profile for each sample tested.  A hard copy was mailed on 12/10 and again on 12/22 by standard USPS using the address provided.  After an additional inquiry, DDC used a courier, at no additional charge and have confirmed those arrived on 1/12.
  
  We do want you to be satisfied with the services provided by DDC.  If you would like to collect new samples for the same ********** that were previously tested, DDC is willing to perform confirmatory testing at no additional charge.
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $1,300.00 ft or a DNA test that should have the baby’s gender included. Unfortunately, the baby’s gender was not detailed. I paid a substantial amount of money for a test to include information and it makes me question the accuracy of the test if you can’t tell me the gender of the child. Reading the document I noticed my results were available on 12/22 but they did not release them until 12/27, they were just sitting around on someone’s desk. They sent me the results 1 minute before they closed so I could not call and speak to anyone about it. I called the next day and a representative named ****** told me that they were not able to give me that information because I possibly calculated my gestational weeks incorrectly. Once I was transferred to a supervisor she tried to argue with me and told me she doesn’t have time to go in circles. This is the worst customer service and lab work I’ve ever experienced.

  Business response

  01/05/2022

  Unfortunately, there are times when the non-invasive prenatal gender is undetermined and cannot be provided with the report.  The most common reasons for this failure are low levels of circulating fetal DNA in the sample. The non-invasive prenatal gender test is a separate algorithm from the paternity test.  The gender algorithm is very sensitive and requires a higher percentage of circulating DNA than the paternity algorithm.  The gender test is used for quality assurance and is not directly part of the paternity evaluation. If the gender test passes the quality metrics, DDC provides this information to clients at no charge when requested by the client with the non-invasive prenatal paternity report.  We strive for excellence in service and customer satisfaction and would like to reach out to the client directly and discuss specifics to see if there is another test option that may meet her needs.  

  Customer response

  01/05/2022

  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 feel that they should inform customers when purchasing the products because I was not aware.
  
  Regards,
  
  ****** ******
  

*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. ↩