Complaints

This profile includes complaints for African Ancestry, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  African Ancestry, Inc.

  5614 Connecticut Ave NW Ste 297 Washington, DC 20015-2604

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  African Ancestry, Inc.

  817 Silver Spring Ave Ste 303 Silver Spring, MD 20910-4617

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:05/27/2022

  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.

  I purchased this dna kit as my husband wanted to locate what tribe in Africa he was from as he has direct descendants and a direct bloodline to family in Africa. We had previously done a ***** dna kit which showed a small percentage of European but most dna from Africa. $300 was a lot to pay considering similar tests are half this price but it was the only one I could see that can find this information out.The kit was sent off and we had to wait in excess of 3 months for the results, all we received was what looked like a home made certificate just stating my husband had European dna, nothing else on the certificate at all. We already knew this and have waisted $300 and 3 months to be told something we already knew.I have tried to complain to African Ancestry to get my money back but when speaking to them they try to blind you with the science of how they do what they do, then told me, you just dont understandThen they told me it was because my husband Carries a Y chromosome and we would need to keep on buying more dna kits from them, $300 at a time until we found someone with a different chromosome.So in actual fact this company should state this and that it may cost you $600, $900, $1200, or $1500 or more to give them what they need to test correctly.Felt like an utter scam and they do not clearly outline this. There is some basic blurb if you go on the full site but not when selecting this item from an internet search. Total waste of time and I am requesting my money back.

  Business Response

  Date: 06/03/2022

  Hello *********,
  
  Were sorry to hear that you were not satisfied with your husband's experience and the information that you learned about your husbands paternal ancestry. We understand how frustrating it can be to receive a result you don't like, especially when you carry pride in being Black and knowing that you have a connection to the Continent.
  
  Though we acknowledge and sympathize with the anger that can be triggered from not getting what we hoped for, we will not be providing a refund.
  
  We have come to this decision based on the following:
  
  1.     Per our terms of service, we are not obligated to provide a refund once the samples have been received by our lab (Section 11a; www.africanancestry.com/terms-of-service/). The samples were received on 1/4/22 and the sequencing was completed on 1/25/22.
  2.     Per our terms of service, we promised to determine the ethnic origin of the DNA samples (Section 4b) but we did not guarantee an African result. Regardless of the result, we promised a standard report that includes a letter with analysis details, as well as a Certificate of Ancestry (Section 4c). These items can be found in your husbands online account.
  3.     We make it clear in the PatriClan product description (https://africanancestry.com/pages/patriclan-test-kit) as well as our FAQs (www.africanancestry.com/pages/faqs; Section About the Results #6), AND during the kit activation process, that there is a 35% chance that lineage will be non-African and that we do not provide refunds for non-African results. In order to successfully activate the kit and give our lab permission to analyze the DNA provided, you MUST state that you understand that possibility. *our husbands kit was successfully activated on 12/29/21.
  4.     Successful activation means that you accept ALL of the terms and conditions associated with the product.
  
  Its understandable that some of the details related to our process can make one confuse what we offer with what other company's offer as ancestral genetic testing, so wed like to clarify a few very important statements made in your claim.
  
  1.     We are not the same as ** *** ** and we do not analyze the same section of the DNA. They use autosomal DNA, while we look at mitochondrial DNA or the Y chromosome. Because of that fact, we focus on ONE line in your family tree and not ALL lines and we focus on the paternal or maternal origin and not the entire genome.
  2.     You mentioned that you already knew that there was European lineage in your husbands family tree and our test only confirmed what ** * ** told you from macro point of view. We provided a micro perspective by telling him exactly what line it came through.
  3.     Lastly, we are not trying to blind anyone with the science. The science is based in fact and objectivity. Its not a tool that we can wield or control to avoid being as effective as we possibly can in helping our customers understand their results. We explain the science to ground the information and help it make sense. The science is the backbone of the service we provide. *our husbands genetic code is what it is, and we have no influence on it but we do take responsibility for helping him synthesize the information in a way that alleviates confusion.
  
  Again, we can totally sympathize with your frustration.
  
  We hope that one day, you will see the value of knowing the details of the African diasporic ancestral journey no matter what you find. We are always available to help sort through the identity journey as it is a complex one with many twists and turns.
  
  Thank you for your business.
  
  Kindest regards,
  The African Ancestry Team

  Customer Answer

  Date: 06/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: You should make this clearer in the fact that you may have to do multiple tests through other members of your family at $300 each time before you could get what you need. You stated that you explain this on your website but this is not visible when selecting this product from a search. There should be a direct disclaimer wherever your product is listed to explain this. I am sure that you are aware, when buying something online people do not go to the company's website and read the whole site for each and every item they buy.

  You do not understand my anger or frustration as it is not you that purchased this as a present for your husband at Christmas only to wait months to be told something you already know. Not refunding the honest money I saved and paid shows that you do not care, it is not like I have purchased something and used it for months then wanted a refund. I purchased from you In goodwill and trust and got nothing in return. I feel like I have been scammed, you took my money to send a basic certificate to state something we already know, who in their right mind would be happy to pay $300 for this. It is a total fast, if you honestly sympathize like you say you should refund my money and not generate this basic template response which has probably been used for multiple other upset people. I am not and will not accept your response and I will fight this with whatever organization I need to in order for a satisfactory reply.

  Regards,

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

  Business Response

  Date: 06/16/2022

  *****************,
  
  Even though we don't agree with your assessment of the situation and our intentions, we do care. As a Black business that experiences intense scrutiny every single day, we know we cant afford to be dishonest and/or unsympathetic to our customers and community. We have nothing to gain from your disappointment or frustration, but as an entity that functions as a business, we have to strike a balance between business and emotion. 
  
  We are crystal clear not on only our website, but in the kit packaging, our online portal, and other platforms that we cannot guarantee an African result.  In this case, our Premiere Customer Manager, took steps to explain the results in detail, and even when you aggressively rejected his attempts to explain all parts of the process, we still extended our assistance.
  
  And we will continue to do so because there is value in the information that your husband received, and our company purpose is to help transform the way Black people view themselves and Africa…and that doesn't require an African result.
  
  Again, we are sorry that your experience wasn't good, but we will not extend a refund.
  
  We hope that one day, you'll see the value in the information you received.
  
  Best,
  The African Ancestry Team Tell us why here...