Complaints

This profile includes complaints for DNA Diagnostics Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  DNA Diagnostics Center

  1 DDC Way Fairfield, OH 45014-2281

  
• 

  DNA Diagnostics Center

  225 Corporate Ct Fairfield, OH 45014

  
• 

  DNA Diagnostics Center

  425 Corporate Court Fairfield, OH 45014

  
• 

  DNA Diagnostics Center

  101 La Rue France, Suite 203 Lafayette Lafayette, LA 70508

• 

  DNA Diagnostics Center

  436 Hayward Ave N Saint Paul, MN 55128-5379

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:11/18/2024

  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.

  On Oct 28, 2024, I Paid them $258.99 for a DNA test to determine if me and another person have the same father. They said I would receive an answer within 5 days of receipt of text strips which they received on November 4, 2024. I have been unable to reach them by phone, the hold times are longer than 20 minutes, and I have never reached a VM or an operator.

  Business Response

  Date: 11/27/2024

  Hello,

  We do apologize for any delays.  Our system shows that we do not have all samples needed to complete testing.  One of our team members is reaching out shortly to review options.  

  Regards,
  DNA Diagnostics Center

• Initial Complaint

  Date:11/14/2024

  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.

  October 15, 2024 I purchased a DNA test from the company's ****** site to receive a report that details all my ancestral lines at once, Native American and Old World. I have printed the page, but it is larger than 5MB and cannot be attached, but I typed the ****** order number. The report did not include the information promised. I called ************ and spoke with Dr. Y**** who confirmed practices based upon ethnic and racial discrimination and refused to provide the information. Provide a report with all my ancestral lines at once, Native American and Old World; or, refund to me my money.

  Business Response

  Date: 11/27/2024

  Hello,

  This does not appear to be a test directly through DNA Diagnostics Center and we are not familiar with Dr. Y****.  If you purchased this test on ******, is it possible it is through another laboratory?  If this was through DNA Diagnostics Center please confirm and we will reach out directly to work on a resolution.  

  Regards,

  DNA Diagnostics Center

  Customer Answer

  Date: 11/27/2024

  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. I will identify the accurate company then file.
  
  
  
  Regards,
  
  
  
  S***** D****** **
  

• Initial Complaint

  Date:11/12/2024

  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 can’t believe what awful service they provide. I ordered a PPT, paid $1,000 with an additional $100 to get it in 4 days but guaranteed in 7. Needless to say, it’s been almost 4 weeks and no response and no results. I call daily, and each time it takes about 30 minutes or more to get anyone to answer, and when they do the date always changes as to when the results will be ready and not to mention they are just so unkind to customers. I am pregnant and they have caused me so much unnecessary stress due to their incompetence, lying, and back and forth. I just can’t believe this company. It is truly the worst company I have ever dealt with. Do not use them.

  Business Response

  Date: 11/15/2024

  Hello,

  We do sincerely apologize for the delay.  DDC contacted the customer by phone to ensure she had received the report.  The report was provided right around the same time that this concern was received.  The customer confirmed receipt of the report. There is a refund for the expedited service since there was a delay.  The customer is aware to expect the refund in the next few business days.  We are always working to improve our services and do appreciate your feedback. 

  Best Regards,

  DNA Diagnostics Center

• Initial Complaint

  Date:11/12/2024

  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.

  The test results are wrong and saying the father is not the father of our baby.

  Business Response

  Date: 11/27/2024

  Hello,

  An additional review was performed as requested.  The original results provided for the samples received agree with the original findings.  A member of our team is reaching out to review with you over the phone as well.  

  Regards,

  DNA Diagnostics Center

  Customer Answer

  Date: 11/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  
  
  I'm just confused, nothing bad. I'll get something in regards to this in the next 30 days whether I accept or reject the thing? I didn't know how this worked lol
  
  Regards,
  
  
  
  ******** *********
  
  

• Initial Complaint

  Date:11/10/2024

  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.

  To Whom It May Concern,
  
  I am writing to file a formal complaint against DDC concerning my experience with case ******.
  
  On November 5, I contacted DDC to schedule a DNA test for November 7 at 5 PM at the "Any Lab Test Now" facility in ********, ******. During my conversation with the sales representative, C********** G*****, I clearly stated that my request was time-sensitive. C********** assured me that the appointment was confirmed and that I would receive a confirmation call on November 6, after I paid a total of $798.
  
  However, on November 6, I did not receive any confirmation call. After waiting all day without any communication, I reached out to C********** for clarification. He informed me that there was a system breakdown at the DNA center and instructed me to contact the scheduling department directly on the morning of November 7 to confirm my appointment.
  
  On November 7, I called the scheduling department several times, in total for two and a half hours without any answer. Frustrated and anxious about my upcoming appointment, I attempted to reach C********** again, only to find that both his direct line and cellphone went to voicemail. I left multiple messages but did not receive a response. Then I emailed him to ask a timely refund, he never replied, neither of the scheduling department.
  
  Overall, I am deeply disappointed with the lack of communication and professionalism demonstrated by DDC. After paying a significant amount for a service that I was unable to confirm or receive, I feel that my trust in this company has been gravely undermined.
  
  Due to the ongoing lack of response and resolution, I am formally requesting that this complaint be documented and to recover the full refund of my payment of $798 immediately.
  
  Thank you for your attention to this matter. I hope for a timely resolution.
  
  Sincerely,
  ******** *****
  ************

  Business Response

  Date: 11/11/2024

  Hello,

  Thank you for reaching out to us.  I do apologize that you experienced delays and were unable to speak to any representative to expedite your scheduling request.  We have a full refund that has been requested and approved.  Please allow 3-5 days for this appear as a credit through your provider.  

  Regards,

  DNA Diagnostics Center

• Initial Complaint

  Date:11/01/2024

  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.

  My complaint is with the company DDC, a DNA Testing company. This company is charging an unreasonable amount and making promises they can not keep. My Paternal DNA test results were promised 3-5 days after testing. I had tests done on October 21st, 2024. I called in a few days later and they informed me that the results would not be in until five(business) days after the labs received my case samples. The labs received my samples on Thursday October 24th, 2024. This would mean that my results would be in by Thursday October 31st, 2024. Well I called in October 31st, because I had not received my results. They then informed me that the labs were behind and my results would now be in on November 1st, 2024. TODAY, November 1st, 2024 I called in to verify my results would be in and they have now told me my results will be in on November 5th 2024... On top of the HUGE delay, not one single email was sent to update me. This right here is extremely unprofessional and screams that DDC is incompetent on getting their job done.

  Business Response

  Date: 11/07/2024

  Hello,

  We do apologize for the delays you experienced and lack of notification of the delay.  We understand the sense of urgency and take your feedback seriously.  DDC strives to provide an excellent customer experience and we work hard to ensure results are issued on the expected date.  Your results were issued through our secure portal on November 4th and hard copies were sent by mail.  If we can be of further assistance, please reach out to us at [email protected].  

  Regards,

  DNA Diagnostics Center

• Initial Complaint

  Date:10/30/2024

  Type:Delivery 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.

  1 DDC Way
  *********, OH *****
  email: [email protected]
  Phone: (**** ********; (**** ********
  ********************
  
  In January 2021, I contacted DNA Diagnostics Center [DDA] to do DNA testing for me and my children for immigration purposes, and DDA told me it would cost a total of $1324. and I paid in full since March 2021. Till date DDA has not sent the DNA kits to my children. I contacted the three times wia email in 2021, one email in 2022, and several times via phone calls in 2021, 2022, 2023 all to no avail. Since February 2022 when I found out from the ** ********** ** ***** that DNA is not required for my children's case, I have been requesting DDC to refund my money and they did not. Since then do don't answer my calls.
  I need DDC to refund my money because the DNA testing is no more needed and the time for it has elapsed.

  Business Response

  Date: 11/11/2024

  Hello,

  We are attempting to communicate directly with the customer to set up a refund amount since the testing is no longer needed.  I have reached out to the customer by phone and provided a direct contact number.  

  Regards, 

  DNA Diagnostics Center

• Initial Complaint

  Date:08/12/2024

  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.

  No results n it’s been 3 weeks, they are so rude , HOT ASS MESS ! Poor customer service

  Business Response

  Date: 08/19/2024

  Hello,

  Thank you for reaching out to Home Paternity at DNA Diagnostics Center.  We do apologize about the delay in receipt of samples and for your poor customer service experience.  We do take your concerns seriously and are always striving to provide exemplary customer service.  I also appreciate you speaking to me today and to be on the lookout for the email from us regarding any testing.  

  Best Regards,

  Home Paternity

• Initial Complaint

  Date:04/08/2024

  Type:Customer Service 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.

  received dna kit. tested and mailed back . submitted payment. received email that test results now completed. the system will not allow me to log in or reset my password. I emailed them several times and no response. The agent said the systems were down but now running. when i call no one will answer my call or return a phone call.

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint I* ********* and find that this resolution is satisfactory to me. 

   

  This issue has now been resolved
  
  
  
  Regards,
  
  
  
  ***** ** *****
  
  

  Business Response

  Date: 04/09/2024

  Hello,

  Thank you reaching out to us.  We do apologize for the issues logging into your account.  We did have one of our agents reach out to you and believe this matter has been resolved. We appreciate that you chose DNA Diagnostics Center for your testing needs.

  Regards,

  DNA Diagnostics Center

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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.

  I reached out to get a prenatal DNA test done for my Son and his girlfriend on Feb. 29th. My Husband, ****** ******* father, took him in for the testing at their suggested lab (*** *** **** *** *******) off of 1**** **** ** ** ***** **** ******* *** ***** on Monday March 4th. Since then I have had no luck in getting our results. My husband advised the site that ****** ***** was a minor and asked if he needed to sign anything for him. The site stated that it was not necessary. I received a notification that our results should be ready by 6PM on March 6th. When the results did not come in I called to follow up on our results later that week. I was advised that additional information was needed. Parental consent to run the test results. I provided that immediately I called back again at a later date and that information had not yet been processed. I spoke to someone else who advised that They needed me to resend this paperwork with a signature from ******* ***** (the biological father of ****** *****) and his driver license. Again I sent this over immediately. Both ******* and myself have called back numerous times over the last two weeks and every time we call or email the system is down.
  
  This is not an inexpensive procedure and there should be some sort of communication coming from DDC letting us know what is going on with our case.

  Business Response

  Date: 04/08/2024

  Hello,

  We do apologize for the delays your experienced while going through the testing process.  Our system did experience some delays and these delays are not the service we strive to provide.  The communication regarding minors should have also been handled to ensure there were not any delays.  We do have required documentation that is needed in order to complete testing, but it should not have caused this delay.  Once the required documents were received, we were able to proceed with issuance of results.  We are reviewing with our team to ensure streamlined communication in the future.  

  Sincerely, 

  DNA Diagnostics Center

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that while the resolution is not satisfactory this is the best response that  DNA Diagnostics Center could provide. My results were finally turned over, however this does not negate the poor customer service that was provided by DNA Diagnostics Center. 
  
  
  
  Regards,
  
  
  
  **** *******