Complaints

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

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  Viome

  205 108th Ave NE Ste 150 Bellevue, WA 98004-5778

• 

  Viome

  111 Moonachie Ave Moonachie, NJ 07074-1821

• 

  Viome

  81 Camino Entrada Los Alamos, NM 87544-3341

• 

  Viome

  11724 NE 195th St, Suite 101 Bothell, WA 98011

• 

  Viome

  241 W 37th St New York, NY 10018-5705

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:04/25/2025

  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 enrolled in Viomes 3-month supplement subscription, trusting their claims of promoting health through personalized recommendations. Since beginning their supplements, I have experienced severe gastrointestinal distress, including debilitating acid reflux (GERD), burning esophageal pain, and inability to eat or sleep normally. These symptoms began only after starting their supplements and are serious enough that I will now require medical evaluation and treatment.Viome forces consumers into a mandatory 3-month commitment at $199/month, without reasonable recourse for medical issues or adverse reactions. This structure is predatory, negligent, and deceptive, especially from a company positioning itself as health-focused.Their refusal to allow cancellations or refunds for a product causing physical harm is not only unethical but borders on fraudulent, violating basic consumer protection standards. Companies offering health products have a responsibility to ensure safety and allow recourse when serious health risks emerge.I am formally requesting:Immediate cancellation of my subscription without further charges Full refund for the supplements I have received.Written acknowledgment of the reported adverse effects.If this is not resolved promptly, I will escalate this matter through my financial institution for a chargeback under services not rendered as promised and product causing harm.

  Business Response

  Date: 04/28/2025

  Thank you for contacting Viome. We have sent you a few emails from ********************************** following up on this concern and so far have not heard back from you. Please reply so that we can look into this further and continue to assist you. 

• Initial Complaint

  Date:04/12/2025

  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.

  Ordered viome gut test January 2024. Never used it because the company wanted me to create an account with about an hour worth of questions. Didnt want to subscribe to their services either. I immediately felt this company was a scam and the product wasnt gonna work so the kit has been sitting in my office for over a year honestly forgot about it. I shouldve filed a complaint right afterwards. I contacted the company and said I wanted to send it back and they said would have to pay a shipping fee. Im not paying a shipping fee for a product that is unused and unopened. I feel like this is a fraudulent medical company and the the results are not accurate. I want a refund I just wasted my money on this junk

  Business Response

  Date: 04/15/2025

  Thank you for contacting Viome. While it is true that we cannot offer a refund on this order because it is over a year old, you can still use the test kit and send back your samples. Because the test kit is over a year old, the shipping label that's provided could be expired. While we do typically suggest you take the label into **** to make sure there are no issues with it, you can also reach out to our support team and we can provide a new label for you. 

• Initial Complaint

  Date:03/27/2025

  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.

  I purchased this complete intelligence kit from Viome in November it took over 4 weeks that they guaranteed to provide results. Then, they recommended supplements, probiotics and gum care and toothpaste. After taking the 8 capsules a day while urinating there were sharp pain, then I became severely constipated. These things landed me in the Emergency Room for evaluation. I provided them the supplements information and told them about this company. My doctor advised these supplements were the root cause for my problems. I told Viome through a chat. *** was the person I chatted with. Eventually, the manager and *** contacted me and they agreed to issue a full refund. Then, days later they rescinded the refund. I supplied them with my physician letter and my medical history in their questionnaire. They partly use ai and other research to supposedly determine your results and what supplements work for you. They were incorrect because as soon as I discontinued these supplements after 2 weeks the pain of urinating went away and my constipation is relieved. I want my full refund from this company.

  Business Response

  Date: 03/28/2025

  Hi *******,
  

  Thank you for your feedback.

  *** will be processing the refund for you and we've tried to reach out by phone but we don't have a current number. If you'd like to talk please reply to our support email with a good number and time you're generally available.

  Sincerely,

  Viome

  Customer Answer

  Date: 03/28/2025

   
  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:03/17/2025

  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.

  They can avoid these complaints by being honest to potential customers. They connect genetic data but do not give you actual information you can use to improve your health. It is a dangerous way to learn nothing while giving a company access to your genetic data. They should be honest. I inquired before buying to see if I would be able to drill down on the results (Im a physician) and they said YES. So I ordered (and poked my fingers 10 times and had to wrestle the razor blade out of the faulty auto poke mechanism to get the blood) and waited and it told me what I already knew immune system and mitochondrial function and immune system not optimal! As others have noted my results are concerning yet non-actionable and I feel I have wasted hard earned money and also time. I also contacted customer service afterward just to hear that conclusions are inferred and a lot of the test results are proprietary. My suggestion is to be more forthcoming with that information to people who inquire. I am a dissatisfied customer but this could have been easily avoided by being upfront about the nature of the test at the time I inquired prior to purchase. For example the indicated mitochondrial dysfunction, naturally I want to know exactly what kind so I can troubleshoot. However, Viome uses metatranscriptomic analysis to assess gene expression in your gut microbiome and peripheral metabolism, mitochondrial dysfunction is inferred rather than directly *********** does seem like Viome is a machine engineered to sell supplements and thats what I feared; I just hoped it would also be a better way to learn. They aim to sell supplements costing at least $50/month which are supposed to help with the issues they identify.

  Business Response

  Date: 03/21/2025

  Thank you for sharing your feedback. We understand that getting actionable insights is important, and wed love to clarify how Viomes testing works and how you can use your results.
  
  How Viomes Testing Works:
  Viomes RNA sequencing technology and AI platform, trained on over 1 million samples and thousands of clinical studies, analyze your unique biology to generate 60+ Health Scores and a personalized nutrition plan based on your microbiome and metabolic activity.
  
  What You Get With Testing:
  Analysis of your microbiomes response to 360+ foods, including predicted glycemic response based on your microbiome profile.
  Personalized food recommendations to support optimal health.
  Supplement & probiotic recommendations designed to:
  Provide nutrients that food alone may not cover.
  Ensure you get what you needeven from foods on your 'Avoid' list.
  Deliver precise dosages based on your unique biology.
  
  You are not required to purchase Viome supplementsyou can use your recommendations to source nutrients on your own. Our goal is to give you actionable insights that help improve your Health Scores, guiding you toward better health over time.
  Again, we appreciate your feedback and are always looking to improve the Viome experience.

  We have also recently updated our App and have gone even deeper into your insights with a ton of new features. We would love the opportunity to speak with you about this further if you are able to give us a call at **************.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23079020
  
  I am rejecting this response because:
  I do have the app. I have drilled down on the results to the extent available on the app and with the help of customer service. I dont appreciate the outreach call from customer service with the message that I need clarification; what I was expecting are precise results that let me know exactly what was tested. My issue with this process is that if the limitations of the this type of testing of my genetic material was disclosed I would have chosen a more accurate and specific type of genetic test. I reached out to customer service beforehand and that would have been the time to disclose what kind of testing is done. I feel the product description is misrepresenting the reality. 
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:03/11/2025

  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 got the gut Viome in 2022, I got the sample, registered and sent it in and waiting for months with repeated emails saying it was processing. suddenly I stopped getting emails about it and forgot about it. I recently got a promotional email from the company and remembered that I didnt get my results. I logged in and had no record of my sample yet I have the emails of it being received and processing. I contacted support and they said my sample wasnt good enough and offered to send me a replacement kit. I agreed and then a few days later got an email saying they want a $35 replacement fee. Why would I spend more money on a product that already failed to meet expectations? Biggest waste of money and time.

  Business Response

  Date: 03/12/2025

  Hi,

  Thank you for contacting Viome. I spoke with our customer support team and informed them to move forward with a complimentary replacement for you.

  Sincerely,

  Amanda 

• Initial Complaint

  Date:01/30/2025

  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 purchased a health screening kit from this company. The home test is faulty, it does not include adequate supplies or directions to obtain the amount of blood needed to send back. I asked them for a refund and they refuse to give me one. The materials they sent hurt me and made it difficult to do my job as it left cuts on my fingers and I do not want to go through this again. I just want a refund. The test was $300

  Business Response

  Date: 02/03/2025

  Thank you for contacting Viome and sharing your experience. We are truly sorry to hear about the issues you encountered while trying to collect your blood sample. Please check your email from our customer experience team so we can resolve this for you.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22876214
  
  I am rejecting this response because: there is no email from customer service. Tomorrow I will file credit card dispute 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/11/2025

  Hi Gia,

  Thank you for your response. We emailed you on February 5th letting you know that we processed a partial refund for $120 ( the difference between the two test kits) and that you can move forward with collecting your stool sample and submit it for processing. If for some reason you are not seeing the email we sent you, please reach out to us at ********************************** or **************.

  Sincerely,

  Amanda 

• Initial Complaint

  Date:12/14/2024

  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 ordered a viome test .. got the results back today and its total BS. This is a bait and switch company that only wants you to buy their ******************** I got a blood test the same week as taking their samples just to see if they would match up. They completely contradict one another. I have a gut feeling that they arent even looking at the samples we send and are just giving us fake information based on the mandatory questionnaire. Nothing makes sense. It is saying I have high blood pressure when I know my blood pressure is very low. It is saying I can have dairy and gluten.. when I am gluten and dairy free because of known allergies. Please refund me. I called with a complaint and they said they will get back to me. I want my $289 back. Thank you

  Business Response

  Date: 12/18/2024

  Thank you for your feedback.

  At Viome, we look at gene expression, or RNA, which can change over time. Viome analyzes both microbial and human cell gene expressions to offer personalized food and supplement recommendations to help bring the body back into balance and improve overall health and well-being. For this reason, your Viome results may shed different light than what you are seeing on traditional blood panels. 

  We do take your questionnaire into account to help gather details like your current health, medications, and food allergies (since we do not test for allergies or sensitivities).

  You can learn more about the science here:

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

  Weve also sent you an email with additional details. When you have a moment, please check it and respond so we can assist you further.

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22687399
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/02/2024

  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 instructed by a coach at The Vital Plan to have a stool test run by Viome. I submitted my sample to them. They took 3 or 4 weeks to get my test results, In the meantime, by physician ordered stool tests from LabCorp which with showed severe pancreatic insufficiency ( and lager c- diff).Viome's results (which I will upload) in any possible way are consistent with the results from *******'s results (which I will also upload). I attempred to resolve this amicably with them but they continued to engage inedible talk about how their tests are not designed to render a diagnosis or detect disease states. All I know, and I believe it is obvious to anyone, that no individual can have severe pancreatic insufficient, malabsorption , c-diffl while Viome claims that all but one of my gut health indicators is either "average or good". I have serious questions with the test methods (if any, actually) that they employ, I am also concerned about potential kick back schemes between The Vital Plan/other alternative providers and Viome.

  Business Response

  Date: 12/03/2024

  Thank you for your feedback. I see that we replied to your email to offer the refund for you. Please reply so we can work to resolve this matter for you.

• Initial Complaint

  Date:11/08/2024

  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.

  Viome sells supplments. They also advertised for participants in a clinical trial. I am a Certified Fraud Examiner and I am certified in clinical trials. I responded to a an ad on ******** from viome to participate in a trial.I've responded to multiple screening queries. That took place over weeks. Normal trials don't work that way. So they left two emails saying they couldn't get in touch via telephone and gave a wrong number for me and asked me to get back. I've called them and left numerous messages and they have not responded and do not answer the phone.This is very sketchy. I don't think there is a clinical trial. I suspect this is fraudulent and i will be following up with ****************************** professional skepticism has kicked in. .

  Business Response

  Date: 11/12/2024

  Hi *****,

  Thank you for your feedback. We tried contacting you several times on the phone number you provided. When we were unable to get ahold of you, we followed up via email to confirm the contact information you gave us was correct. Since we didn't hear back from you after several attempts, you were withdrawn from the study. Unfortunately, after a person is withdrawn we cannot add them back. We realize this is disappointing and appreciate your interest.

  Best,

  ******

• Initial Complaint

  Date:07/09/2024

  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.

  Viome is refusing to cancel my subscription. They have a cancelation process on their website that does not work so I called customer service. I was given the run around - delay- telling me it was already canceled but when I went online per their instructions I got the following message: The sight is currently under maintenance please try again later. The customer service person told me that he would send me an email confirmation twice and no confirmation was received. I requested to speak with a supervisor and was put on hold and no one came back to the phone. It is my belief that they delay the cancelation on purpose so they can bill multiple times. This business is a total scam. I would love to get my money back if possible - I would recommend you do a full investigation into this account. They have off shored their customer service and it is clear they have trained the people to delay and refuse cancellation for as long as possible. They were unable to provide me with confirmation of cancelation

  Business Response

  Date: 07/09/2024

  Hi ******,

  Thank you for contacting Viome. I see that your test results were released on July 8th and then you were charged for your supplements order the day after on July 9th. We aim to get your supplements manufactured as soon possible after your results are released so that you can start taking them along with following your food recommendations.  

  Apologies that you did not receive a confirmation email about your cancellation immediately, I see that one has now been sent to you. I can also confirm that your subscription has been canceled and the cancellation fee was waived. 

  Sincerely,

  Amanda