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:03/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 paid for this *** service yet they lock you out of your results, you cant print them and they charge you a subscription to see them on 9/17/2024.

• Initial Complaint

  Date:01/25/2025

  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.

  I bought their DNA testing. I've been concerned about MTHFR mutations. I sent in the sample in early December, and the package showed to arrive in good time.After a month when I didn't have results. I went to their website and sent them a message asking if they were behind, or if maybe there was a problem with my sample. I explained that I was anxious to get the results, so I'd like to know the status.I check their website for results daily, and my email for a reply. After about a week of no reply I requested information again. That time I did get an email where they asked me what they could do for me. I replied with what I was hoping for.... an update on the status.I've not heard back. I really just want my results. I 100% would have been fine if they told me they were behind and it was going to be 2 months for the results instead of the standard one month, or if they told me they lost my sample and needed me to send another sample. Things happen, and I understand that, but I'd like an update.

  Business Response

  Date: 02/07/2025

  Hi *****,

  Thank you for sharing your experience.

  Firstly, we're sorry about the delay in your results. When you reached out to us two weeks ago, we began looking into your case directly, however, we didn't reach back out to you in a timely manner, and that's on us.

  Secondly, your results are ready. You can access them by going to *************************** and logging in with your email and password. They have been available for a couple of weeks, and you should have received an email from us regarding them. We also replied to your review on TrustPilot with the same information. 

  Finally, to make it up to you, wed like to offer you a complimentary consultation to help you better understand the results youve received. Please feel free to reach out to us at ****************************** to schedule your session at your convenience.If you have any further questions or concerns, dont hesitate to contact us. We truly value your patience and the trust youve placed in us, and were committed to ensuring a better experience for you moving forward.

• Initial Complaint

  Date:01/01/2025

  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.

  Bought a very expensive testing kit. Company now wants more money to give me my results.

  Business Response

  Date: 02/07/2025

  Hello ********,

  Thank you for reaching out to share your experience. We're sorry to hear that you're unhappy with the platform, however. 

  To confirm, you purchased our Methylation Genes Test from ******. Your results were uploaded to your profile in December. LifeDNA is not charging you further for any access to your results that you've already paid for via Amazon. 

  We do have other products (other DNA reports that are not the Methylation Genes Report) that are available for purchase on our platform. As you did not purchase these from ******, they are locked. Please reach out to us at ****************************** or call us during the week at ************** to discuss so we can make this right for you. 

• Initial Complaint

  Date:12/24/2024

  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 was excited to learn, by choosing LifeDNA, I would get a 30-minute 1-on-1 consultation to run through my results with an opportunity to ask questions. We scheduled my meeting, arrived on the call early, and instead of meeting with Charlo*** ******** from LifeDNA, I got to sit on a ****** Meet call by myself for 30 minutes. Completely unprofessional.

  Business Response

  Date: 12/24/2024

  Hi ****,

  Thank you for reaching out with this complaint. We've investigated on our side and have processed a refund of your order with us on ******. The total amount paid will be returned to whichever payment method you used. Additionally, I see that you've rebooked your consultation with our nutritionist. Please reach out with any additional questions or concerns. LifeDNA is sorry that your experience was negatively impacted, and we're striving to make it right for you as quickly as possible. 

• Initial Complaint

  Date:09/07/2024

  Type:Order 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.

  Paid to have MTHFR genetic testing. Company will not allow results to be printed. Complained many times, they promised to resolve . Plus results were difficult to read with online format. I believe its a fraud operation, as results were not medically based as promised, only reference to you might have.. Emailed, called many times! I want a full refund!

  Business Response

  Date: 09/08/2024

  Hi ****,

  We already sent you a reply to your email wherein we informed you that  we've canceled and refunded your order per your request.

  Sincerely,

  LifeDNA Customer Support

  Customer Answer

  Date: 09/08/2024

   
  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

  Date:09/04/2024

  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 was sent a reminder for a renewal subscription for LIFEDNA services, but when I clicked the link in the email to cancel, it took me to their website. No where on the website is there information on how or where to cancel. Also, under their terms it says there is a third party that manages it but does not give the name or a link. I thought I had sent an email asking to cancel but it was sent from a no reply email. They ended up charging an account I no longer use, and still cannot access the subscription information to change it. Found the customer support email finally after I was charged, but they said I could not get a refund. If they have a recurring subscription automatically update, it should be accessible on their site or in the email. Its very dishonest

  Business Response

  Date: 09/07/2024

  Hi,

  Thanks for reaching out and letting us know of your concern regarding the subscription renewal.

  We canceled and refunded the subscription renewal charge per your request.

  Please refer to the attached refund screenshot from Paypal.

  Sincerely,

  LifeDNA Customer Support

• Initial Complaint

  Date:07/04/2024

  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 a suite of DNA methylation analysis reports from LifeDNA. After having created an account and logging in to access the purchased products, I found that I was unable to access any of the products I purchased from the company website. I attempted to contact the company several times by phone and email and received no response. I assume that the website is simply an appealing front for a scam business designed to defraud customers not only of their money, but also of their genetic data which can be later sold to interested 3rd party companies. The businesses listed address also displays as a different business in ****** at address ************************************* which when searched appears as "Hub Coworking Hawaii".It is my belief that this is simply a digital front to defraud consumers of their income.

  Business Response

  Date: 07/05/2024

  The company is a legitimate company and we've had several interactions before with the BBB where we readily resolved customer concerns

  The customer may be having issues with his log in or he may be having issues with his browser.
  

  Our records show that we already sent the customer 2 emails as a reply to the message we received from him. (Please see the 2 pdf copies of the emails)

  The customer should follow the instructions provided in our message so they can proceed with generating the reports they ordered. 

  If the problem persists, we can troubleshoot further or the customer may opt to cancel and refund their purchase.

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21943330
  
  I am rejecting this response because:
  there is absolutely bo way a company created in 2017 would have a technical error with their website and client account systems. Especially a genetics analysis company. I want a full refund of my purchase.

  Sincerely,
  
  ***********************

  Business Response

  Date: 07/15/2024

  We already responded to the customer regarding the cancelation of their order (please see email thread attached)

  We also canceled and refunded the order last July 11 (please see attached proof of refund)

• Initial Complaint

  Date:05/07/2024

  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.

  May 5th 2023 in the afternoon I was going to do a *** study with them when they had a *** test. The package study was 220 and an additional study for ************************************************************ they cant do the study. The last charge was for *************************************************** less than ************************************************************************* do it. I called them requesting to please refund the money for the study they said they would escalate it. The company decision was to not refund me anything even though it was within 24 hours. They cant do any study with out the *** test and I cant do the *** test and will not be at my residence for a very long time over 3 months.This to me seems very shady. They choose to not work with me and still charge me for services they can not render. Please help and let the world know that if this happens to me with in 24 hours they just want to lock people into paying and no where does it say if you click purchase the services no refund even if they cant do the services since I will not be able to take the *** test.I will not be here to receive the *** test it will just be returned since I cant receive it

  Business Response

  Date: 05/18/2024

  Peter ******** did not provide the email thread where we refunded his order except for the charge for the *** test kit since it was already shipped. Please refer to the attached file showing the email thread with the customer.

  This was previously escalated but was denied since we already incurred the cost of the kit and the shipping.

  Regardless, this concern was escalated further and a refund for the shipped *** test kit was also issued.

  With this refund, all charges made were fully canceled and refunded.

   

  Customer Answer

  Date: 05/22/2024

   
  Better Business Bureau:
  
  

   

   

  I was waiting for the refund to hit my account.  The refund for the kit finally arrived.  And it was automatically returned to them since I would not be there in the pic. They did not want to work with my after 3 attempts to deal with their customer service.  Customer service could not do anything just send an email to someone else in the company.  They did issue a refund but only after you contacted them in my behalf Thank you BBB regarding case  complaint ID ********.

   
  

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/13/2023

  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.

  After researching *** methylation I decided to find a company I could receive the *** test and get results to better improve my quality of life. After multiple emails in one day I was told if I ordered the *** report it would come with a *** test. A couple days later I decided to go for it and check the boxes according to the email I received. Once I clicked continue and submit payment it took me to more offers, click bate, which I rejected 4-5 times before it would let me continue. Once that was over it took me to a page to upload my *** test results in which they were suppose to provide me with a test. I thought that was strange until reading further where it now offers me a test for an additional $97? I was so frustrated at this point that I simply wanted a refund to which no one has replied to. The replied before they received my money but once they received a payment they cut communications other than automated emails. I decided to take the refund request to PayPal and lo and behold it turns out they had a subscription set up to continue drafting my account. At this point I am furious and go to their website to at least cancel the so called subscription. Wouldnt you know that theres no place to cancel in the website however I did find a place to cancel it through Pay Pals platform. This is absolutely absurd and should be considered dirty business. I then requested a refund through Pay Pal in which I will most likely never see. At the end of the day it cost me $62 for a very valuable ****** not to trust these people. Ive received nothing from them, no service, no test and no report. Stay away from this company!

  Business Response

  Date: 12/14/2023

  I'm sorry to hear that you missed our offer's requirement of having to upload raw *** data from 23andMe,Ancestry, Living***, FamilyTree, and MyHeritage.
  
  The offer you availed of does not include a *** test kit and is exclusive to 23andMe, MyHeritage, Ancestry***,and Living *** users only. The offer is exclusive to customers who have been tested by these companies because we require customers to upload their raw *** data to generate the purchased reports. You may click on *********************************************************** for more information regarding the offer. We also attached a screenshot of the offer you availed to help clarify the offer details.
  
  Similar customers who misunderstood the offer has the following options.
  
  1. We are currently offering a bundle including the *** test kit for a promo price of $199 (originally $399),but since you are an existing customer, wed be happy to include an additional 75% discount for you. You can get this incredible health bundle today for just $74.  Since you already purchased the $62 offer with no *** kit, we can send you a link to upgrade your order for just $12 more.
  
  2. Without any raw *** data,we will not be able to fulfill your order so you can opt to cancel and refund your purchase. Since the customer already communicated that they opted to have their order refunded, we processed their request for a full refund of their purchase.

• Initial Complaint

  Date:06/13/2023

  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 tried to cancel this last year as I unknowingly signed up for a subscription and was told because I logged in one time I could not cancel but was credited back 50% of my $99 charge with the understanding Id not be charged again. I never logged into the account again until today when I received another $99 charge for this subscription! Please cancel and refund I can not afford this and never was interested in signing up for this originally. Please help! Thank you

  Business Response

  Date: 06/14/2023

  We did not receive any communication or complaint from the customer so we were not made aware of the auto-renewal.

  We reviewed the customer ******************** complaint and verified that the customer did accept to keep the 50% discount to keep the subscription last year.

  Further review shows that there was an error with the system that resulted to the auto-renewal when the customer's subscription should not have been renewed per our previous agreement.

  In line with this, we canceled and refunded the renewal charge as the customer should not have been charged for this current renewal.

  We also sent a message to the customer to apologize and correct the error.