ComplaintsforCRI Genetics, LLC

DNA Testing

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Initial Complaint
02/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was contacted on or about November 15, 2023 regarding a refund of sales tax collected for the state of ********. ******** does not collect sales tax on services. I elected to receive a cash refund. I was instructed to fill out a form giving my email address and stating that I wished to receive a refund via Paypal. The form listed a processing time of 2 weeks. It was returned to the company on November 15, 2023.Contacting support on 01/09/**** gave this response-Once again, I would like to sincerely apologize for the delay. I totally understand that this does not resolve the issue. However, we have been able to identify the reason behind this delay and **************** has been made aware as well. Rest assured that we are constantly checking and making follow **** I will make sure to provide an update once we receive further updates.Your continued patience and understanding is greatly appreciated.Good day!Contacting support on 01/30/**** and asking for an update gave this response-Thanks for reaching out! Paypal Refund usually takes about 3-5 business days for processing. However, **************** is currently processing a number of this State refunds. Rest assured that the request and your Paypal information has been forwarded to **************** for processing. Your patience and understanding is greatly appreciated.As of February 10, **** no refund has been received.
Business response
02/21/2024
Hi ****,

I hope this email finds you well.

We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

Regards,
Customer response
02/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the statements made have been merely cut and pasted from previous responses. Further, they make no reference to the fact that a refund was posted to my account approximately a week ago, I only found out as happened to accidentally log into Paypal. They never contacted me to inform me that a refund was finally posting. Nor does their boiler plate response here reference that a refund was issued.

I am electing to close the complaint ONLY on the basis that a refund was finally received, and NOT on the frivolous response made to the BBB. I have NO desire to do business with this company ever again.

Sincerely,

*************************
Initial Complaint
02/04/2024
Complaint Type:
Product 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.
On October 13, 2023, I received an email from CRI genetics stating that the *** test kit that I had shipped to ************ was no longer subject to sales tax. They presented me with an option to request a refund in the amount of $10.29, which was the amount I paid in sales tax. I chose the Paypal refund option and filled out the required *** form on October 14. I emailed the completed *** form back to CRI Genetics on October 14, 2023. The *** form stated that the Paypal processing time was 2 weeks. It is now February 4th and I have still not received my refund. I contacted CRI Genetics several times about this, and each time I get the same response, "Rest assured that the information was forwarded to **************** for processing."I feel like I'm getting the runaround. All I want is the $10.29 that is owed to me. Any help you can provide would be greatly appreciated.
Business response
02/05/2024
Hi ******,

I hope this email finds you well.

We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

Regards,

Customer Loyalty
Customer response
02/12/2024

Complaint: 21244308

I am rejecting this response because:
As with all of the previous correspondence I received from CRI support, the email they sent on 2/5/24 once again states that my request has been forwarded to their refunds team for processing. This time, however, they asked me to allow 3-5 days for completion and provided an order **, ************************ (which is useless as there is no way to use the ** number to track my refund).
February 12th was the 5th business day and I did not receive my $10.29 refund.

Sincerely,

*************************************
Business response
02/13/2024
Hi ******,

I hope this finds you well.

We sincerely apologize for not getting the desired resolution for your concern yet. Please rest assured that we have already taken care of your issue and are committed to providing a satisfactory resolution.

At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. Our team has actively addressed the matter, and we will update you by sending the refund the soonest possible time. We have requested the Finance Team to have it expedited for you.

Regards,
Customer Loyalty
Customer response
02/14/2024

Complaint: 21244308

I am rejecting this response because:
It doesn't tell me anything new or different. I keep getting the same response over and over again and no refund. First, I was told 3-5 days. Now I'm being told the soonest possible time. I honestly believe this company has no intention of issuing my refund. Their replies don't seem genuine. I'm sorry I chose CRI to do business with in the first place not only because of this issue, but also another problem regarding a missing advanced timeline for this dna kit that I have kindly decided to dismiss after being ignored. I would never recommend this company to anyone because of the poor customer service.
Sincerely,

*************************************
Initial Complaint
01/21/2024
Complaint Type:
Product 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 dna kit online was a complaint of inaccuracy let them know they offered me something else which is not what I want after I requested a refund I paid over **************************************************************************************************************************************************** a security leak in their site
Business response
01/22/2024
Hi ********,

I hope this email finds you well.

We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

Regards,

Customer Loyalty
Initial Complaint
01/16/2024
Complaint Type:
Product 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 purchased a DNA testing kit for my daughter for the holidays. She registered the kit on the fifth (confirmation email attached), swabbed her mouth and sent the samples back as instructed on the seventh. Despite claiming results could take up to two months, they seemed to be ready almost immediately (huge red flag) and when she tried to view the results today, she was met with an error screen. A quick ****** shows the *** and BBB have exposed this company for the fraud it is, and I would like my money back immediately. I have emailed the support team with no response, but after reading 32 pages of complaints here I don't want to bother going back and forth.
Business response
01/17/2024
Hi *******,

I hope this email finds you well.

We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

Regards,

Customer Loyalty
Initial Complaint
01/14/2024
Complaint Type:
Customer Service 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 2 DNA kits on the 6th of January. The website states the kits will be mailed out in 2-4 days. When I hadn't received them by the dates, I called them and spoke with a lady named *** on January 12. She stated the order I placed was still in the warehouse and had not been processed yet. I told her that I wanted my order canceled and to not ship them out. A man named **** emailed me wanting to know why I was canceling. I emailed him back and told him why. I get another email from a different person stating they would relay the message to **** and wait 24 hours for a call from him and in the mean time, they would close my case number. I still have not heard from anyone in regards to my refund. I think that this company gives people the run around about getting their refund back until they get so frustrated they give up! I would like a full refund for the monies I paid. Thank you.
Business response
01/16/2024
Hi ********,

I hope this email finds you well.

We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

Regards,

Customer Loyalty
Initial Complaint
01/14/2024
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.
CRI is a laughable excuse of a DNA company which provided me highly questionable results, that sound improbable and fabricated. I bought the test after looking at some reviews, and recently it has been found in a FTC filing in ********** that the company has been accused of falsifying reports and deceptive marketing. In the light of this, I believe the tests including my own are highly fabricated with no attempt at accuracy. In addition the company has one of the most predatory marketing attempts, I received dozens of marketing emails tempting me to buy additional tests or reports. The numbers of these emails were too much, and despite opting out on receiving further emails, I still received predatory emails encouraging me to purchase further reports claiming 'to get the most' out of my purchase. I absolutely regret buying from this company, and I advise anyone reading this complaint to stay away from dealing with this company.
Business response
01/16/2024
Hi *****,

I hope this email finds you well.

We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

Regards,

Customer Loyalty
Initial Complaint
12/21/2023
Complaint Type:
Product 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.
On Nov 26, 2023 I ordered two Ancestry Analysis kits for CRI Genetics for $236.00. Charge to my **************** card. After receiving the kits, I was made aware of a FTC ruling against CRI Genetics for:$ *******. for fraudulent business practices. After this report I did not want to do business with CRI and requested a refund, I did not use the collection kits or submitted any samples to CRI for analysis. I have requested this refund 4 times and CRI doesn't respond to my requests. Order # ******. My refund request was given a case ID # *******, but no action by CRI to process my refund for over a week. CRI continues to stall my refund for no reason.
Business response
01/01/2024
Hi ******,

I hope this email finds you well.

We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

Regards,

Customer Loyalty
Initial Complaint
12/12/2023
Complaint Type:
Order 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.
Company charged for a subscription that I didn't order or want. $115.00. I tried going through the customer service port that did not work. I emailed them and told them their website didn't work. They charged me money, I asked for refund and got no satisfaction. I want that money back and I will not let it go.Thank you
Business response
12/27/2023
*************,

I hope this email finds you well.

We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

Regards,

Customer Loyalty
Initial Complaint
12/06/2023
Complaint Type:
Product 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 DNA test from CRI Genetics. In October of this year, I received an e-mail from them stating they had charged me Tax that they were NOT allowed to charge, They offered "free reports" or a refund. I requested a refund. On 14 Oct. 2023 I received an e-mail from ******, ******** Service Supervisor, stating they "received my refund request and forwarded it to the Finance team for processing." I would "be notified once the refund has been processed."It is 6 December 2023 and I have NOT received notice of my refund being processed. I have contacted them SEVERAL times and am constantly told "that my refund will be processed."I am now requesting that they refund the tax that they illegally charged me and include Interest and CONSIDERABLE compensation for having to deal with such a corrupt company.By the way, their "DNA Tests are bogus and others should be warned NOT to deal with them.(I have all the e-mails but am unable to figure out how to attach them)
Business response
12/06/2023
We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

I tried calling you today, to no avail. May I ask for the best number and time to contact you? I also sent an email to reach out to you and hoping to hear from you soon.
Customer response
12/06/2023

Complaint: 20965121

I am rejecting this response because:

Sincerely,

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

They left a message saying they want to "discuss it"!
I want my refund plus interest plus considerable compensation for having to repeat myself SEVERAL times to CRI Genetics and their constant lack of action. They are stalling!!
Business response
12/07/2023
We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

I tried calling you again today at ************ but seems you're busy and we respect that. We would like to let you know that this being taken care of and on high priority. May I ask for the best number and time to contact you?
Customer response
12/07/2023

Complaint: 20965121

I am rejecting this response because:
It's the same old verbal diarrhea.
I want my refund check plus interest - from the date the illegal tax was charged up to and including the date i RECEIVE the refund check plus compensation for having to deal with such a corrupt company.

,

*******************************
Initial Complaint
12/02/2023
Complaint Type:
Product 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.
CRI genetics was found in a court of law in ********** that they deceived consumers in the accuracy of their products saying that they could detect ancestral DNA with Newfound Technologies patented by their company. I paid close to $200 based on their claim to find out about my DNA history and Wellness, they have lied to Consumers they used aggressive sales techniques and charged me another $143 for a 6-month credit kit to open more DNA advances when I had canceled it way before. The *** has found in a unanimous 3-0 vote that they falsely an aggressively lied about reviews of accuracy about the algorithm used, and were found to use dark patterns in order to convince consumers like myself to buy additional products. Knowing what I do now I would have never purchased the product, the so reason for my purchase was because of their claims of accuracy and a patented algorithm That was supposed to be better than ancestry and 23andMe. So to satisfy my complaint I want my full money back for the deceptive product and I want my information destroyed afterwards. Because of their false claims they should be willing to pay me back to get an accurate DNA test.
Business response
12/27/2023
Hi *********,

I hope this email finds you well.

We're truly sorry to hear about your unsatisfactory experience with us! At CRI Genetics, it is our #1 priority to ensure customers have an experience they want to share. The experience you've described here, however, does not meet our standards. We're going to conduct an internal investigation with our team to find out where the communication broke down. We stand by the service we provide and will reach out to you directly to ensure you get the level of satisfaction you deserve. Furthermore, we look forward to a productive conversation with you in which everyone is smiling when they get off the phone.

Regards,

Customer Loyalty

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