Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to ****** my annual subscription. It is NOT clear when signing up that it is a 12 month commitment, despite what they say. I wish I had researched what other people had reported before signing up. I am not someone who can afford $40 a month when I am not going to be looking at my sequencing every month. I have used other genetic testing sites and not one of them has a year long commitment. I dont even want a refund for the month Ive paid. I just want it cancelled so I am not billed for further months.

  Business Response

  Date: 04/22/2025

  The issue has already been resolved by the time we received notification from the BBB.
  
  We understand your frustration and sincerely apologize for any confusion regarding your membership. Upon reviewing your account, we found that you signed up for the Annual Genome Plan billed monthly, which includes multiple notifications before processing, stating that it is a 12-month subscription.
  
  That said, we want to make this right. At this time, we have canceled your plan and issued a refund for the charge. 

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never signed up for a premium plan with Sequencing.com and the site notified me that I did and so I attempted to downgrade to a free membership on the same day that they said I signed up for a plan on January 19th, 2025. I have been charged ***** twice since I downgraded to the free plan.

  Business Response

  Date: 03/25/2025

  We understand your frustration and sincerely apologize for any confusion regarding your membership. Upon reviewing your account, we found that you signed up for the Annual Genome Plan billed monthly, which includes multiple notifications before processing, stating that it is a 12-month subscription.
  
  That said, we want to make this right. At this time, we have canceled your plan and issued a refund for the charges. You should see the refund reflected in your account within the next few business days.
  
  

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At time of purchase nowhere is it clearly written there are ongoing charges, apparently it's hidden in the ********************* Today I opened those and at the bottom of the ***** +Word document. It says that you may have a trial included. It does not tell you any amounts of what the trial may cost, nor does it tell you how to cancel this trial. it is not clearly written that I will be charged anything future. I got an email on February 27th that I was getting a premium trial, but nowhere did it say cost involved , when you open the app link It takes you to a little bit more detail about what's included, in the "trial i have unlocked " is their words but nowhere does it mention charges for that trial I unlocked, or how to cancel that trial. I called the company and the prompt says to email or chat with support. I got an email response back that somebody would contact me, but I decided to look at the better business bureau page. Because I bought gift kits, this means i'm going to be charged for those in the future as well, with no clear instructions to stop these future charges. What they're doing seems fraudulent in nature.Hiding potential costs in the terms and conditions section saying you may have a trial included without cost of potential trial. At time of purchase, there is a dropdown box that tells you all of the things you will get with your purchase and a 30 day. Premium trial is mentioned. But again, no cost is shown, nor is there a suggestion that there will be a future charge. I would like a refund of the $39 and a clear explanation on how to cancel future charges on the gift kits that I ********* I am not charged for those either. Thanks I have 2 order #s

  Business Response

  Date: 03/25/2025

  By the time we received this complaint, your issue had already been resolved and a refund of the $39 was issued. Were glad we were able to take care of that for you promptly.
  
  Wed also like to provide clarity on how to manage or cancel any genome plans. We understand the importance of clear and accessible information.
  
  To assist you further, here is a step-by-**** ***** on how to manage your membership or cancel the Premium Genome Plan:

  
  1.Log into your Sequencing.com account.
  ********** to your account name (or tap the three black lines in the upper right corner), then select User or your Username.
  ***** or select Personal Information.
  ******** Membership.
  5.Scroll down to view all available plans, including the Free plan.
  6.This is where you can modify or cancel your current Genome Plan.
  
  
  If you need help with this process or have any remaining concerns, our support team is available by email or live chat Monday through Friday, 9:00 AM to 5:00 PM EST.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for sequencings membership on Sept 9th, 2024 I canceled my membership. They have been steadily charging me $39/month despite me canceling my membership! I want these charges stopped NOW and my money refunded to me!

  Business Response

  Date: 03/18/2025

  Thank you for reaching out regarding your concern. We have reviewed your account and would like to clarify the terms of your Genome Plan subscription.
  
  When you signed up for Sequencing.coms Genome Plan on September 9, 2024, you agreed to a one-year commitment, as outlined in the terms and conditions provided at the time of purchase. Our Genome Plans are not month-to-month memberships; rather, they have a one-year term with multiple prompts during the sign-up process confirming this commitment. Canceling a Genome Plan prevents it from renewing after the initial term but does not terminate the commitment before the one-year period ends.
  
  Additionally, our records indicate that this is the first time you have contacted our support team regarding this matter. Despite the one-year commitment, as a courtesy, our support team has already processed refunds for the past three months of charges.
  
  If you have any further questions or need additional assistance, please feel free to contact our support team.

  Customer Answer

  Date: 03/21/2025

   
  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 apologize for the delay as I have had a lot of doctors appointments, going through divorce, and prepping for a full hysterectomy next week
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I researched sequencing gnome kits ****** recent ***** in health issues. The kit stated it's price as a onetime fee with no membership required. After I waited over 1 month for my results, I received them and then was charged a "monthly membership" fee that I did not agree to. There is no place on the site to get my credit card information removed. There is no place on the site to see just the information I purchased. This is a ******+ scam, that preys on people who are sick and trying to find answers. I am seeking a return of that monthly fee I was charged, removal of my card information from the site and documents of the test I paid for.

  Business Response

  Date: 03/03/2025

  We apologize for any confusion regarding your purchase. The Whole Genome Sequencing bundle includes a one-month Premium Genome Plan, which automatically renews unless canceled before the trial ends. The refund for the Genome Plan was issued before we even received the message from the BBB. Your raw data and reports remain accessible in your account, regardless of membership status.  Your credit card is currently in the process to be removed from your account please allow up to 10 days for this to occur.
  

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/16/2024, my spouse and I each made a purchase of a discounted whole-genome DNA sequencing kit from Sequencing.com and we activated and mailed the completed DNA samples on 7/28/2024. We received the results from this product. This was the entirety of the transaction for which we paid and which we authorized. Sequencing.com sent those results in September 2024. They also sent an email on 9/23/24 to both of us, saying that our purchase has unlocked a free trial of a premium subscription service that we did not want. We each informed the company that we did not want the premium subscription service. Unfortunately, Sequencing proceeded to charge each of us $39 per month after the unwanted free trial period was over. We paid for a one-time product and service, and it feels like we were baited and switched. The most troubling aspect of the experience is that we each paid for the product and one-time service with Credit Card A, but Sequencing.com made three unauthorized charges to Credit Card B. We never gave them, nor authorized, Credit *********** could this have happened? We want five charges of $39 returned to us. Two of those charges were made on Credit Card A and three of those charges were made on Credit Card B. The total amount we want refunded is $195. We also insist that Sequencing.com finally follow through on canceling any and all subscriptions or recurring charges for either/both of us.

  Business Response

  Date: 12/26/2024

  We have refunded five charges of $39 totaling $195. However, one remaining charge is under dispute through your financial institution. We cannot issue a refund for this charge until the dispute is resolved or dropped.
  
  This issue was first brought to our attention through your BBB complaint. Our support team did not receive any prior requests. Had we been contacted, we would have resolved the issue immediately.
  
  All subscriptions linked to your accounts have been canceled, and no further charges will occur.
  
  If you have additional questions, contact us directly at ***********************************

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Sequencing.com on August 2nd to request a subscription downgrade to the 'free' option after upgrading on July 27/28th. I did not want a years worth of the upgraded subscription. I also requested a subscription charge clarification for transactions on July 27th and July 28th. After receiving explanation/clarification from Sequencing on Aug. 2nd I agreed to the amount paid those dates. I was also given notice that my $129/month subscription would be cancelled on Aug. 28th, 2024. That did not happen, and I continue to get charged $129/month. The website does not allow you to delete your credit card information. I have been using the verbiage 'membership' and 'subscription' interchangeably; however, Sequencing appears to use them separately to con people into 12 months of payments. You can have a "free" membership when you cancel the type of subscription you originally chose but will continue to pay for said subscription for 12 months. Only after 12 months you will stop getting charged. It is a shady way to do business. You provide your credit card information and but you are not allowed to delete it so that youre forced to pay for a year when you no longer want or need the services. I have uploaded screen shots of the email exchanges that I perceived as them telling me the $129/month subscription would end (Aug. 28th) and I would continue with the free membership/subscription. Also, *** included the most recent emails now stating I'm committed to the 12 month plan. I want $260 refunded for Aug. and September, my credit card information deleted, my membership/subscription/account.everything cancelled and deleted. I will never do business with them again.

  Business Response

  Date: 11/22/2024

  We appreciate the opportunity to address the concerns raised. Sequencing.com strives to maintain transparency and provide exceptional customer support to all users. Below are the key points regarding this situation:

  1.Subscription Terms and Disclosures:
  When upgrading to the Professional Genome Plan, all users are presented with multiple notifications and pop-ups that clearly outline the subscription terms. These notifications explicitly state that the plan is a one-year commitment broken into 12 equal payments. Users must confirm their understanding of these terms before completing the upgrade process.

  2.Clarification of Subscription Charges:
  Upon receiving the users inquiry on August 2nd, our support team promptly clarified the charges for July 27th and July 28th. The user confirmed their understanding and agreement with these charges.

  3.Exceptional Customer Service:
  Despite the clearly stated terms of the subscription, our support team went above and beyond by refunding all charges related to the genome plan for this user. This was done as a goodwill gesture and was not required under the terms of the agreement.

  4.Subscription Cancellation Process:
  As previously communicated to the user, the Professional Genome Plan requires a 12-month commitment, after which the subscription automatically transitions to a Free Membership without any further charges. While the subscription terms prohibit premature cancellation of the remaining payments, we have already refunded all charges for this account to resolve the situation amicably.

  ****** and Account Management:
  The inability to delete credit card information directly on the website is an intentional security measure designed to ensure compliance with billing commitments for active subscriptions. Users are, however, free to update or replace their payment methods. Our team is ensuring that the credit card payment information is securely removed from our system.
  
  
  Resolution Provided:
  All charges for the Professional Genome Plan have already been refunded as of November 22.
  The account has been downgraded to a free membership as requested, and no further charges will be made.
  
  
  We trust this resolves the matter and appreciate the opportunity to clarify our policies and actions. If the user has any additional concerns, they are welcome to reach out to our support team for further assistance.

• Initial Complaint

  Date:08/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sequencing kit and finally got access in March this year to results right before my free trial ran out. Unbeknownst to me they signed me up for a premium account!!! I did not give consent to this and just found they are charging me ***** a month and there is zero ways to cancel! They do not answer the phone, dont call you back or email you back! I will be filing fraud with my bank.

  Business Response

  Date: 08/30/2024

  We want to extend our sincerest apologies for any inconvenience you may have experienced.

  By the time we received the notification from the BBB, we had already processed a refund to your original payment method for the $39.  Additionally our team did provide steps for cancellation of the subscription service.

  We deeply value your feedback as it helps us to improve our services and better understand our customers' needs. Should you have any further questions or concerns, or if there's anything more we can do for you, please do not hesitate to contact us directly at *********************************** We are here to assist you.
  

  
  

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warning: Sequencing.com's software and genetic testing are inaccurate and full of false advertising.I initially reached out to Sequencing support 6 months ago for help resolving an issue with their software. While I was waiting for my DNA kit to be processed, I had uploaded old 23&Me data that I had saved from years ago. Once my kit finished processing, I removed the 23&Me data from the account and replaced it with my new Sequencing files.Soon after, I learned that the 23&Me data was completely incorrect because I had genetic testing done at a local hospital. I expected that removing the faulty data and replacing it with the Sequencing files would eliminate the incorrect suggestions from the platform. It did not.The incorrect suggestions remained, so I reached out to support. After several days of trying, I finally got a hold of *****. ***** promised me that he would investigate further and follow up with me; he never did. He told me that he would be happy to process a refund because I've been paying for a service that I essentially cannot use; he never did.Eventually, I took matters into my own hands and opened up a second Sequencing account. I uploaded only the files from my Sequencing kit to see how the results compared to my primary account. The results were entirely different, even though the datasets in each account were exactly the same.The secondary account also "warned" me repeatedly that my file upload only comprised 1% of my genome, despite the fact that these were my Sequencing files. Since Sequencing is advertised to capture 100%, either that claim is meaningless, or the platform UX is.I now have two separate Sequencing subscriptions, which I have been paying for months. I have been unable to get the support team to assist me despite trying repeatedly for over 6 ********* addition, I learned that the the Sequencing DNA test was also a lie after having additional DNA testing performed by the hospital, which did not match any of the results.

  Business Response

  Date: 08/30/2024

  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to address the issues you've encountered with our Whole Genome Sequencing (WGS) service.
  

  We understand that you have invested in our *********** with the expectation of gaining valuable insights into your health. Upon reviewing your account, we confirm that the kit bundle you purchased was processed successfully, all lab work was completed, and all included reports were generated and provided as per our service agreement. The raw data and your reports are accessible in your Sequencing account - you can access, download, and permanently delete them at any time.

  We strive to ensure our customers have a clear understanding of what our service includes and the additional resources available to enhance their experience. We regret if there was any confusion regarding the accessibility of specific health-related information and the nature of our subscription-based model for accessing further detailed reports and tools.

  Regarding refunds for subscription services our support team has already issued all refunds.  We can assist further we any questions however are team has requested further information.

  In regards to the whole genome sequencing lab service we are unable to offer a refund as the service was rendered in full according to our terms, we are here to assist you in navigating the results you've received. If there are specific aspects of your results or reports you find unclear or if there's additional support we can provide to help you interpret your genetic data, we encourage you to reach out. 

  Our customer support team is dedicated to offering personalized assistance and can guide you through your results to ensure you have a comprehensive understanding of your genetic information.
  

  
  

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22114794
  
  I am rejecting this response because: the customer service team requested access to my personal hospital medical records in order to issue a full refund. They are asking for access to the *** testing that hospital geneticists performed on me along with my confidential health data. This is the "additional requested information" they are referring to. They would like access to my private health records in order to see for themselves why their genome test was entirely inaccurate. I have never had a commercial business ask for my private health data before and I'm not sure it's legal for them to do so.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Premium plan on June 27th, 2024 for 39$/month and got a linked Genome Explorer V3 file. In the file, there are ??s in the lines where the genes are not included in the 1% of the genome that this plan covers. The website says that the plan will check thousands of disorders, but it is skipping over many genes and not providing the personal genetic information for these genes. I think this is misleading. It is checking all the disorders like it promised but not providing the personal genetic information and just giving out ??s for many genes. It is like saying we will check it all for you but we won't let you know what we found! Furthermore, I submitted a support ticket where it seemed like they deliberately misunderstood what I wanted.I said the following:Jun 28, 2024, 8:41AM PDT Dear Support Representative,I want to cancel my plan now so that I don't have to pay anything monthly for a year. Could you help me? Please let me know, thank you.************************* and this is the reply I got: Jun 28, 2024, 10:49AM PDT Hi rebaorton,I hope this message finds you well. I am ***, a part of the Sequencing.com Support Team, reaching out to assist you with your inquiry.Upon careful inspection of your account details, I have verified that you currently have a single genome affiliated with your account, which is enrolled under our Genome Plan.If you have decided to cancel your Genome Plan, here is a step-by-******************* to aid you through the process:Log into your Sequencing.com account.Navigate to your account name or three black lines in upper right corner, and then 'User or Username'Tap or Select 'Personal Information'.Proceed by selecting 'Membership'.Scroll Down to view all plans including Free.This is where you'll find the option to modify your Genome Plan.In case ...blah blah I had done all that before I submitted the ticket.

  Business Response

  Date: 07/02/2024

  Upon reviewing your case, I can confirm that immediately after receiving notification from the BBB, our team has processed a full refund for your unintended charge for one month of a subscription. This action was taken as part of our commitment to ensuring our customers experiences align with our high standards of service and transparency.

  Customer Answer

  Date: 07/11/2024

   
  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.
  
  Sincerely,
  
  *************************