ComplaintsforHomeDNA

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased HomeDna kit and read all in and outs of what the processing time was. The package was delivered to location address on 05/08 @ 12:10 p.m which was Wednesday It states on package and paper details that the dna test will be processed within 2 business days when received. The company need to rewrite the terms and condition because it does not state that its delivered to another location the they have to go pick up the mail from there and only goes once a day. So today is Friday and they still have not processed the dna kit and it has been delivered to address on shipping label since wensday. It does not state in package that the dna sample is not going directly to laboratory This is completely false advertisement. It needs to be stated that there is in-between time. If I would have know that I would have chose a different method to process the dna samples I've called several times and always have to wait 20 + mins to speak with a representative and they always say sorry when I try to speak with a manager I get the run around. Case Reference Number* ********** Spoke with Jennifer on 5/10/2024 from corporate and she was not able to confirm that package was in their hands she did state they receive so many and she would go try to find and process and upgrade to 1 day. I think it should be same day

  Business response

  05/20/2024

  Hello,

  We do apologize for any inconvenience due to the delays experienced by *** *******. We were unable to report the case in 1 day as indicated, but our representative Jennifer did ensure they were being processed in the lab.  We must ensure that internal standards are met for testing and issuance of results.  I did leave a voice mail for *** ******* and would like to review by phone to ensure customer satisfaction.

  Sincerely, 

  HomeDNA/DNA Diagnostics Center

   

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  paid for home gpu dna didnt get nothing call number and gave me the run around

  Business response

  09/15/2023

  Hello,

  Thank you for reaching out to us.  We do apologize that you were not able to easily connect with us.  I do know that our team reached out to you on Thursday and I believe that we were able to resolve your concerns.  We appreciate your feedback and strive to provide an excellent customer experience.  

  Regards,

  HomeDNA

  Customer response

  09/15/2023

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

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This HomeDNA was bought in December '22 for $69.99 at *********. I was excited to buy it to get my ancestry results. I did the test at home and sent the swabs to the company as directed. I paid another fee which was $99. So I spent a total of $168.99 for my ancestry results. I basically waited til I got an email stating my results were ready which was months later. I was EXCITED but there were no results, in the area of where it should be but its blank. So I emailed the company and got a basic response saying 'to check your account on the website'. I then sent another email & I got another basic response. At this point I was very upset because on their website said results within in 6 weeks & it was beyond that. That's false advertisement! It is now mid June '23 & I still don't have my results. I sent an email requesting a refund but still no response. This HomeDNA is a SCAM!! I WANT MY MONEY BACK...A FULL REFUND of $168.99 I really think this product should be pulled from the shelves. I should have read the reviews before purchasing. I don't understand how this company can get away with this.....

  Business response

  06/28/2023

  Hello,

  We do apologize for the delay and would like to proceed with a refund to the customer.  In addition, we will report the results once testing is complete and issue the results to the customer at no charge.  We have left a voice mail for the customer but would ask that they contact us at ###-###-#### so we can confirm where to issue the refund.  When testing is complete, we will call the customer to advise when results are ready.  We do apologize for any inconvenience this may have caused. 

  Regards,

  DNA Diagnostics Center

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased HomeDNA ******** kit from local ********* and mailed to HomeDNA back in July. Received an email in September saying they needed more time - that the results would be done by Oct 11, 2022. Never got results. Called the company and spoke to Sara (who's clearly working from home as her child kept screaming in the background). She claimed she had just gotten off a business call and they mentioned a system issue that had just been resolved. She said the results would be posted next day. They were not. Surprise, surprise - this company has several complaints against it on BBB. I'm adding mine & want the results or my money back. If not, I will be notifying ******** and ********* both that they need to do a better job of vetting the companies they work with.

  Business response

  10/24/2022

  We do apologize for the delay and customer service experience with our HomeDNA ******** product.  This is not a typical experience and we do understand the frustration.  We provide coaching and document negative experiences to improve our services.  For your case, we did issue results on 10/14.  Due to the length of the delay and experience, we are refunding half of cost of testing.  The refund will be processed and should be reflected in the next 3-5 business days. 

  Regards,

  DNA Diagnostics Center

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a DNA test from this company when it was known as AncestryByDNA in 2014. Since the company has changed names, I am not sure if my information is still on file with them. I simply want to know if my information is still in their system and if so, is it still being protected. Thank you.

  Business response

  08/31/2022

  Hello,
  Thank you for reaching out to Home DNA/DDC.  The test you referenced as purchasing falls under the Non Legal or Non-Chain of Custody testing.  Any data and records associated with the testing are maintained for a minimum period of one year and destroyed an intervals annually thereafter.  Any data or records associated with a kit purchased in 2014 has been destroyed per DDC’s privacy policy. 

  Regards,

  DDC

  Customer response

  09/01/2022

  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 appreciate their follow up. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered kit. Sent in 6-7-22. No response on customer service emails and no results

  Business response

  08/17/2022

  Hello,

  We do apologize for the delay in response.  We believe this matter was resolved when you spoke to one of our representatives on 7/6/22.  Thank you for choosing DNA Diagnostics Center/Home DNA for your testing needs.

  Regards,

  HomeDNA

  Customer response

  08/18/2022

  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. 
  
  Regards,
  
  ******* *********
  

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent in sample in January 2022, received an email samples were received on February 14th 2022. It is now April 29th, still no results. I’ve been lied to regarding results with “will be soon”. After several email requests and now I don’t even get an email back. I want a refund from this company. Total false advertising. I absolutely could’ve used that money elsewhere.

  Business response

  08/31/2022

  Hello,

  Testing was completed 4/19/22 however, our system did not alert you to the completion.  We do apologize for the extensive delay.  We did reach out on 8/22 to advise that results were available.  We do apologize for the length of time with this delay and will provide a full refund as requested.

  Regards, 

  DDC/Home DNA

  Customer response

  09/01/2022

  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. 
  
  Regards,
  
  ****** ******
  

*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. ↩