ComplaintsforDNA My Dog
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Complaint Details
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Initial Complaint
10/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
DNA my dog is not accurate. *********************************************************************************************************************************************************************** I emailed and called using 2 methods of communication. *********************************************************************** They are indicating my dog is ZERO of what BOTH of the parents were. ********************* I request a refund or for a new test to be run. ****************************************************************************************************************************Business response
03/05/2022
Business Response /* (1000, 5, 2021/09/10) */ This customer reached out to us in April 2021 requesting replacement kits for her two DNA kits which she had admittedly damaged. We promptly sent this customer two replacement kits at no charge. After receiving her results in May, she contacted our service staff indicating that her results didn't make sense to her for one of her tests. We had responded to this e-mail requesting that she provide the Customer ID for the test in question, and she did not respond to this e=mail until September 5th, despite her claim that she responded sooner. We reviewed the laboratory data for her test and the results she received were based on a strong DNA sample for the dog, and there were strong genetic matches to each of the breeds found in the dog. The dog is essentially a Pitbull mix, and bares a strong physical resemblance to one based on the photo she provided us with in her complaint. The customer demanded a refund, which we were not able to provide her with. She then asked for a re-test, which we have no scientifically valid reason to offer. She then stated that she collected the sample of the dog by swabbing it's mouth with her finger and rubbing the head of the swab with it as a reason to obtain the re-test. The data from the sample does not align with this statement, as as previously mentioned, the sample was great. This customer simply doesn't like her results but it is not our responsibility to make her believe them. We have spent a great deal of time working with this customer on the phone and by e-mail between replacing her kits and reviewing her results and her statement indicating that our customer service is not effective is a quite flawed.
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Customer Complaints Summary
15 total complaints in the last 3 years.
3 complaints closed in the last 12 months.