Wisdom Panel

To Whom it May Concern, We were contacted (via email) by this client on 12/12/who was alerting us of her displeasure with the results of the DNA test for her dogWe contacted her on 12/14/to let her know that we received her complaint and that, per our Satisfaction Guarantee, we would like to
review the results and have one of our vets reach out to herTo do this we require photos as her concerns were based on visual characteristicsShe was told that her dog’s mother was a Border Collie; shelters make a guess about breeds based on visual characteristics; this method of identification has been proven to only be accurate 25% of the time in mixed breed dogsThe client sent photos of the dog, again expressing her displeasure with the testDue to the fact that she was obviously very upset we opted to escalate her concerns to a veterinarian for a phone conversation; she was told she would be contacted within business daysShe was contacted by one of our veterinarians on 1/4/A *** Veterinary staff veterinarian did a full manual review of her dog’s result; there was no indication of contamination or of the result being inaccurateThe pet owner was provided additional documentation that supported the fact that her dog had no recent Border Collie ancestry and it was explained that she comes from a unique breeding history (per pet owner the dog came from a puppy mill; her genetic signature supports a strong likelihood that she was the result of a sibling breeding)Per the notes from the conversation the veterinarian stated that the pet owner was happy with the discussion and did not request a refund at that timeThe veterinarian followed up their phone call with an email reiterating their discussion and her findings as well as including the graph comparing her dog’s genetic signature to that of purebred Border Collies in our database; proving that the dog in question does not graph anywhere near the genetic signatures of purebred Border Collies ruling out any recent ancestryShe never responded to our veterinarian’s follow up email and the phone conversation was the last we heard from herHad she asked the veterinarian for a refund after the review she would have been told how to obtain oneThank you, Michelle B*** Customer Service Manager *** Veterinary

Complaint: ***
I am rejecting this response because: yes, I did get talked to, but definitely was not happy with my results and I didn't reiterate my want for a refund because I had already expressly told them in many emails that I wanted a full refundHowever, even though I was told my dog has a unique history I was still not told what my dog wasI was told that she was 50% labWhich I 100% do not believe and anyone who sees my dog would know that that is inaccurate no matter what kind of parents she hasThe whole point of getting a DNA test is to know what kind of breed my dog is; however, they were unable to tell me those facts die to the fact that my dog's DNA was determined as "unique"I paid $to know that my dog was "unique" yet they were still unsure of everything else because the algorithm guessed the "highest statistic" which turned out to be inaccutateI paid $to learn nothing about my dog's DNA and other mixed breedsI paid $to be appeased due to the fact that they couldn't accurately tell me my dog's breed just explain thattheir algorithm got confused due to her unique DNATherefore, the test that I paid for was not fulfilled and even though I expressed many times through email that I wanted a refund I still never received oneI only received excuses.
Regards,
*** ***