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Business Profile

DNA Testing

DNA Complete, Inc.
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/14/2025

    Type:Product Issues
    Status:
    Answered
    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 11/30/24, I spent $500 for a dna kit to get a comprehensive panel on my dna results. The kit was shipped a few days later and I returned the completed kit that same month (December 2024). Their emails state you will get results in 5-8 weeks. I'm now over 14 weeks in and I am requesting my money back given this is clearly a scam. I've followed up multiple times and just keep being told to wait longer.

    Business Response

    Date: 05/13/2025

    Hello *******,

    We are grateful for you choosing DNA Complete for your whole genome sequencing services. Our records show that our support team advised that the processing time is dependent on sample quality and whether it passes our strict metrics. We are pleased to advise that your samples data has been ready to deliver. Unfortunately, your kit remains unregistered, preventing us from delivering the data to your account. Please log in at ****************************************************** register your kit. The data should be delivered within 48 hours. Please let us know if you have any questions or do not receive an update on data delivery within that timeframe. We can be contacted at ********************************************************. 

  • Initial Complaint

    Date:02/12/2025

    Type:Product Issues
    Status:
    Answered
    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 DNA test thru a company called ************************ I was given simple instructions to create a account with them. I did. Then enter a code they gave me with the dna kit. I tried to do this, but their website doesnt allow for this to happen. I paid around 200 dollars and am a disabled veteran. I followed their simple instructions. Which is basically. 1) order dna test 2) register with their website, create account- I did this. 3) log in to website after sending in sample and enter a code that comes with the dna kit. 4) then just wait for the results to be sent to your account- by way of dna- code. Long story short-their website didnt allow me to enter a code. It seems to be a very simple procedure but in trying their instructions it doesnt seem possible. I tried to call them but they have no phone number. I tried e-mailing them but I cant before I can do that they ask me a ******. If I cant answer it-and I cant. It wont let me e- mail them. I just want my DNA results that I paid 200 dollars for. But its a kind of run around possibly. Any help would be appreciated. Thank you. *** ****

    Business Response

    Date: 03/14/2025

    Hello ***, 

    Thank you for choosing DNA Complete for your whole genome sequencing. As you know, we have received your sample for processing. Our records show that you have been in communication with our customer support team several times, where they have provided instructions for how to proceed with registering your samples kit id. It looks like your kit is still not registered, so if you need further assistance, please do not hesitate to reach out to us at ********************************************************. 

    Sincerely,

    DNA Complete Support

     

DNA Complete, Inc. is BBB Accredited.

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