Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the rare disease kit and while waiting uploaded my Ancestry results. Checking back constantly. Go to log in this morning, says invalid username/password -- request a password link NUMEROUS times to no avail. Go back to the email where my kit ID is located, create an account using the same exact email address that that email came to. It let me create an account - which means my old account was deleted and definitely wasn't done accidentally or on purpose by me. I try to activate the kit ID, it's obviously already been activated on the account that magically disappeared. I've been trying to call ALL morning, I have to leave a message - emailed support and security, no answers. No help. Still no phone call back.I've also been charged the fee from the original kit PLUS a monthly fee, which should have been included with the kit. I need a refund on the monthly charge that should have been attached to my kit (emailed them about this WEEKS ago and no reply) and for my kit to be linked back to my actual account.This entire process has been so frustrating!

  Business response

  10/08/2024

  This issue has been resolved with the customer before receiving notification from the BBB.  The login issue was related to using the wrong email address. 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got an annual subscription to sequencing.com billed monthly. I wanted to cancel it, so I set it to downgrade from premium to free, which was set for July 22, 2024. I was billed for the same subscription on July 24, 2024 and August 24, 2024. I contacted them to refund me and actually downgrade my account, and have so far just received AI bot answers. When i go to my account it says that the downgrade to free is pending, and the bot tells me to click change plan to free. But the free button is greyed out. This subscription is a whopping $39 a month that I do not need to spend. It is not right that I had to wait so long to downgrade my plan, and Im still getting charged.

  Business response

  10/02/2024

  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 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 response

  10/03/2024

   
  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,
  
  ********* *******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In February '24, I made the purchase of my complete Genome through SEQUENCING.COM for $399. This purchase was made based on claims that I would be able to download and share the raw data files of the genome and gene variations. I have proof of these claims in my document entitled "Sequencing.com email no 1.pdf." It states that raw data files will be securely stored in my Sequencing account for me to access, analyze, download, share, or delete at any time, at no extra ******* May '24, when my genome was finally processed and uploaded to my account, I emailed the company and asked about getting the pdf of my full genome. The person was vague and did not answer my direct question. (See document: "Sequencing.com email no 3.pdf") I inquired again and this time was told "we are working on this right now to allow the ability to export info from *********************** to a PDF, right now the only way to do this would be to screenshot the info you want to share. But this should be available in the coming months." (See document "Sequencing.com email no 4.pdf"). This is a major contradiction to the initial information in the original advertising. I would never have bought my genome if I didn't have the ability to download the information and have the ability to give it to my medical provider. This is false advertising and misleading. In August '24 I noticed a charge for sequencing.com on my credit card for $39 and upon further discovery found one for July '24 as well. I never authorized these charges. I read small print very carefully when signing up for things. I emailed the company to find out what was going on. Apparently they gave me one free month of a premier membership for $39 (In June) and then after that I was enrolled in the program so it would continue without interruption. They had an obligation to ask if I wanted it to continue. Especially since they never disclosed these hidden charges. I never authorized additional charges after the $399. ******************

  Business response

  10/02/2024

  We sincerely apologize for any misunderstanding or inconvenience you’ve experienced.
  
  After receiving your case, we promptly attempted to process a full refund for the unintended subscription charges. Unfortunately, as these charges were disputed, we are unable to issue a refund directly. We regret that this wasn’t communicated more clearly earlier.
  
  Regarding your request for a PDF of your genetic data, we provide raw data in standard formats used across the industry (FASTQ, BAM, VCF, etc.). We do not offer a PDF format for the Next-Gen Disease Screen report. You can find more details on the available data formats in our knowledge base.
  
  We confirm that your Whole Genome Sequencing kit was processed successfully, and all raw data and reports are available in your Sequencing.com account for you to access, download, share, or delete at any time, with no subscription required. Additionally, your subscription has been canceled, and no further charges will occur.

  Customer response

  10/02/2024

  
  ********** ********
  
  I am rejecting this response because: no one has been able to connect with me at the Sequencing.com business via phone. If I can connect with someone and they can help me to download ALL of the information in the genome and in ALL of the reports than that would potentially be a solution. But email correspondence has thus far indicated that that is not possible. If it is not possible and doesn't happen, I want a refund of the cost of the genome sequencing and not just the subscription. However it would need to be another card since the previous card has been discontinued.
  
  Sincerely,
  
  **** ***** *********

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a DNA testing kit February 3rd and as of July 3rd still have not received any results for the hundreds of dollars I spent. This has far exceeded the advertised timeline of 4-5 weeks when I purchased the product. When I contact Sequencing I am given an apology and a new deadline only to have those deadlines blown past like being told by customer support my kit would be completed by May 29th. I still have nothing to show for the money I spent in July. I have also requested that my credit card information be removed from my profile after reading on the Better Business Bureaus website others report fraudulent charges to their credit card. I am not allowed as a user to remove my credit card so have requested twice now for my card information to be removed. It has not been. I would like to have the results I paid for and for my card information to be removed so they can not Fraudulently charge my card like they have other customers.

  Business response

  07/16/2024

  I have personally reviewed the details of your experience regarding the delay in receiving your results and the challenges you've faced in communicating with our Support Team. We sincerely apologize for the inconvenience and frustration this situation has caused.

  We sincerely apologize for the delay that impacted your kit, which was processed using our previous sequencing service. We, too, shared your frustration with the turnaround time, which is why we recently launched a new sequencing service, which has 50% faster turnaround times.

  At this time your kit has completed processing and your payment method has been removed from the account.

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Informed that uploading dna from nebula genomics will result in free reports. There were no free reports, only offer to upgrade for access for a few. It's fraudulent advertising designed to elicit sensitive DNA information. I am also concerned about privacy.

  Business response

  07/02/2024

  Upon investigating your case, we currently offer free versions of Genome Explorer and **************** Screen which are available via the dashboard.  Additionally, to access other free reports please navigate to Shop All, then Reports, and select Free on the right side of the menu.  Sequencing is committed to security and privacy, this is available via our Privacy Forever Policy.  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid for rare disease screening back in September of 2023 without the expedited processing (supposedly 4-6 weeks instead of 4-6 months). The first kit was over 10 weeks late, and they expressed no confidence in their ability to give an estimated completion date on the first kit, blaming the lab they work with. They issued a second kit with expedited processing free of charge that would supposedly go through a different lab, but that 4-6 week estimate has become over 13 weeks again with no results.

  Business response

  07/02/2024

  Upon investigating your case, it's clear that we have not met the high standards of service and support we strive to provide to our customers. Your experience is not reflective of our commitment to customer satisfaction and timely delivery of results. At this time the lab processing has completed, all data and reports will be available within a few days.

  Customer response

  07/11/2024

  
  

*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. ↩