ComplaintsforCRI Genetics, LLC

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************************************************************************************************************************************************* Since this ruling I've reached out to the company to see about getting my money back for this deception. They told me that according to their "current" policy guidelines I am not eligible for a refund. If it wasn't for their false claims, misleading advertising and marketing along with their fabricated reviews, I would have NEVER chosen this company to do my DNA testing. For me, I wanted to know my ancestry and where I came from. Now I don't even know if the results they gave me are mine, someone else's, or all made up.There are reasons why consumers want DNA testing done and to have a company be so deceptive is unnerving. They should have to refund all the consumers due to this deception. I've even asked them for their CLIA certification number so I can search the database, and they have not given that to me.

  Business response

  12/20/2023

  BBB
  
  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

  12/20/2023

   
  Complaint: 20933938
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  12/21/2023

  They said they would reach out to me, but they have not. No one has reached out to me since I've submitted this complaint.

  I was deceived into thinking this was a reputable company. I did my research and saw good reviews on this laboratory. Come to find out, it was all a lie.

  I've ask numerous times for their ******************* Improvement Amendments # so I can search to see if they are truly a legit laboratory. I still have not received that number. So for me, the are not legit and I would like my $115.80 I spent to have them run my DNA so I could find out my ancestry. Because at this point, I don't believe anything they told me about my ancestry. I would like to have my money back so that I can find a reputable company to find out what my ancestry is. 

  I don't know how a company can deceive consumers, and still be rewarded. 

   

  Thank you. 

   

  Business response

  01/01/2024

  Hi ******,

  Greetings!

  We are very sorry to hear that you are still waiting for our call. We will immediately send a follow up to our colleagues to contact and discuss your feedback. 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.

  Once again, our sincerest apologies for the inconvenience.

  Regards, 
  
  
  Customer Loyalty

   

  Customer response

  01/01/2024

   
  Complaint: 20933938
  
  I am rejecting this response because:

  They keep saying theyre going to contact me, but NEVER do. 

  Before I contacted the BBB I had tried to resolve this issue by contacting the company. But they told me Im not due a refund. No reason was given as to why. 

  Ive also asked for proof theyre a legit company, but they cant provide that information. So I dont trust anything theyve sent me about my DNA results. 
  

  I just want my money back so I can be done with it. That way I can delete my account through them and move on to finding a reputable company that can be trusted.

  Theyre going to just keep telling you theyll contact me, but they will NEVER contact me. 
  

  Sincerely,

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

  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

  Customer response

  01/22/2024

   
  Complaint: 20933938
  
  I am rejecting this response because:

  EVERYTIME they have responded with, we'll have someone reach out. I have NEVER received any correspondence from them. I will continue to reject anything they say because they cannot be trusted. Once I receive my refund, we'll be set. But until then, there's nothing they can say that I'll believe. They have not been trustworthy up until now. 

  Actions speak louder than words!! And their actions have spoke volumes up to this point, which tells me, they aren't to be trusted. 
  
  Sincerely,
  
  ***************************

  Business response

  01/23/2024

  Hi ******,

  
  Greetings!

  
  We are very sorry to hear that you are still waiting for our call. We will immediately forward your concern to our Management. 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.
  Once again, our sincerest apologies for the inconvenience.

  
  Regards, 
  
  
  Customer Loyalty

  Customer response

  01/23/2024

   
  Complaint: 20933938
  
  I am rejecting this response because: you have done nothing to try and solve my issue or concern!! You keep beating around the **** and putting me off. Youre **** right this is not the experience I expected to have trying to figure out where my ancestors came from. 
  For me, I paid for nothing but lies. I dont even know whats true in the results of my testing. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Their ancestry results from my last 4 generations were completely at odds with my researched genealogy and precious results from a different company (23&Me)., so they cannot claim to be accurate.They do not disclose that many results require further payments after receiving the data package. This is deceitful.

  Business response

  11/20/2023

  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

  Customer response

  11/27/2023

   
  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.
  

  they issues me a full refund. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  CRI Genetics refuses to release to each customer his or her own raw DNA data to him or her. This is an unconscionable practice not followed by CRI's competitors. The denial of access to my own raw DNA data was not fully disclosed to me and I would have never subscribed to CRI if it had been disclosed. The company's sole basis for withholding each customer's own raw DNA data from each customer is confidentiality, which makes no sense whatsoever as confidentiality concerns may NOT lawfully bar an individual access to his or her own medical records and DNA data. The company's advertising and promotion of its services is fundamentally false and misleading to the extent that it fails to make this policy manifest.

  Business response

  11/06/2023

  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

  Customer response

  11/10/2023

   
  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

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from CRI Genetics, entered my shipping and credit card information, and when I hit submit, the order was successful. Then another screen popped up and said the payment wasn't accepted and I needed to re-order.I checked my credit card and it was indeed charged for the full order amount. CRI Genetics reached out to me to ask me to complete the order. I shared with them that I did complete the order and my credit card was charged.CRI Genetics then said they had no record of me, including my e-mail (which doesn't make sense because they reached out to me via e-mail) and that there was no order. They said I needed to pay for the order. I called my credit card company and they confirmed that the charge did go through and that the company was CRI Genetics.CRI Genetics then responded that it was another company that must have billed me. I showed them a copy of the charge. Then they said it didn't go through because my card wasn't present for the transaction (which is true; I have an alert set up with **************** to notify me each time my credit card number is used when it isn't physically swiped). CRI Genetics is still refusing to honor the order and says I don't exist in their system. This company is a SCAM.All the screenshots are attached.

  Business response

  09/18/2023

  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

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally purchased a test kit with many add on reports in July 2023. I received the test kit and sent in my sample. CRI never reported receiving my sample. After several phone calls with customer service I was sent a replacement kit around 3 to 4 weeks later. I sent my sample back and they did receive it however did not include the extra add on reports I Originally paid for as promised by customer service. They reassured me all the paid for items would be resulted. That did not happen. I did get results but just the basic results. I am still trying to get CRI to make this right by either giving me access to the reports I already paid for or return my money. Rather than giving me the reports/information I paid for already, they want me to purchase them again on their website. At this point t I have spent so much time trying to get them to provide the services I paid for that my next step will unfortunately be legal. I have given them 1 more business day to give me the services I paid for or I will have to move forward with a lawyer.

  Business response

  09/08/2023

  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

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 21,2023 I ordered Dna collection and ancestry analysis and 80+ health reports plus 5 extra reports for $99.What I received was a report where most everything is locked. This Means you cannot see the results unless you pay extra.The reports that are visible are ridiculous, common sense, probably apply to the general public. In other words they are not helpful to **** feel that I have been taken advantage of, in that I now have to pay for what I would like to see.This is dishonest. I tried to contact the company, and after being on hold for several minutes, was told they were busy and to leave a message.I would like my money back and my dna sample destroyed.I will contact my credit card company and dispute the charge because I feel like that the product I ordered was not what I received and has no value to me.

  Business response

  09/07/2023

  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

  Customer response

  09/07/2023

   
  Better Business Bureau:
  
  I received a phone call back from CRI genetics, I tried to reason with the young lady but she was adamant in standing by the test results. No refund since the the tests have already been run. She also said I could unlock 39 additional results for $99. I told her I would contact my credit card company and BBB. Shortly thereafter a supervisor called and offered me a full refund. When I receive the refund I will be satisfied with the resolution. He asked me to remove my complaint, and  I told him I would but I do not know how to do that.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Eight weeks ago I paid CRgenetics $ 148 for a one-time set of reports. They continue to put me off and put me off via email and just now today on the phone I'm being told I may have to re-do my test And now, based on all of the complaints lodged here regarding "false" reports, (I wish I'd looked at them on BBB prior to engaging with them!) I just want my money back. They should *********** my account from which they debited it. My "ticket #" re today's phone call is *******. No need to call me back. Just refund my money.

  Business response

  07/21/2023

  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

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Total scam. I have no idea why this company exists after all the complaints. First they tell me after sending general report that was incomplete because of insufficient sample. Rude disrespect customer service. Did not get a dna study specific to my unique dna. Everything was fluff standard information and very general most likely to have brown eyes. No medical info was available, plus they added ***** for Rush. No this arrived same time my daughter recd her normal dna was sent.No relative information, total scam. Total waste of money

  Business response

  07/18/2023

  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

*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. ↩