Choice DNA

Complaint: [redacted] I am rejecting this response because:It does not answer my question and is misleadingI did neglect to enter the eye color and hair color information on the 7/09/submission (Report# [redacted] ) but I paid for it -- and, when I PAID $AGAIN and submitted the information on 7/12/17, the information was correctThe issue is how the connected eyebrow percentage went from 100% in the [redacted] report, to 40% on the [redacted] reportIt is inconceivable that the hair and eye color information affects this -- it is a stand-alone category like cleft chin or widow's peak -- you either have them or you don'tAnd as I indicated in both submissions, neither I or the child have connected eyebrows.I am not asking for this correction because I 'want it'I am asking to obtain an accurate report 40% is not accurate for connected eyebrows and you know thisPlease correct or adequately explain why so we can move onAnd please do not hide behind proprietary information -- you can explain it without giving away trade secrets.The two referenced reports are attached Regards, [redacted] ***

Hello [redacted] ***We're very sorry that you were not happy with our customer serviceCustomer service is an upmost priority for our officeWe'll try to do whatever is lawfully possible to bring that up to satisfaction for youThank you for acknowledging the fact that you did submit your submissions incorrectly a number of timesWhen doing so it does affect your result outcomeOur algorithms are proprietary propertyUnfortunately we will not be able to share with you the way the algorithm system worksWe also cannot alter your results just because you want us toThese are things that are highly illegal and are not supported by our company policiesOnce your report is issued the report remains the same unless something changes the system or changes the report like new pictures or new-found information such as the information you submitted after we had finished your first reportI hope this explanation is understandableYou gave us quite a few compliments at the start of your testing process in fact you seemed very happyYou've done a number of different test with us with positive emails and verbal accolades at the end of each processWe are very apologetic that your final report did not come out the way you thought he shouldSometimes in the genetic industry happensPlease let us know if there's anything else we can do to reach complete customer satisfaction

Thank you again for your prompt responseYour most recent report has been reviewed for accuracy once again and is the most recent and up-to-date report we are able to issueThe percentage reported is the highest percentage our office is able to offerYou do realize even in a hypothetical world, mathematically even if the variable that you are asking us to alter was changed to 100% it would only raise your percentage %

Complaint: ***
I am rejecting this response because:The overall relatedness percentage is not the issueThe report must be accurate if I am to present it to the family in question in an effort to get them to agree to a DNA testThe connected eyebrow percentage will stand out as erroneousThey know the child, and I, do not have connected eyebrows, so the only percentage could be 100%, as the 7/09/report indicatedI return to that questionWhy did the 7/09/report say 100% for connected eyebrows, and the 7/12/report say 40% for connected eyebrowsA detailed explanation from the actual lab technician who conducted the anlysis is most appropriate hereIn fact, one of the services the 'Pro Face It' package provides (which I purchased twice) is a 'phone call consultation after results'I have yet to be provided that service, because I cannot get past the Director of Operations, who is acting as a gatekeeperSee the 'Pro Face It' services listed at this link ***Respectfully suggest Revdex.com go to *** ***'s corporate headquarters in Indiana if this business continues to refuse the services I legitimately purchased for these photos -twiceI suspect one individual is withholding services and information, and it may be time to go an echelon above this person in order to get actionThank you.*** *** * *** ***
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Regards,
*** ***

I ordered a non-invasive paternity test through choice dnaThe person on the phone who set me up for testing at ** *** *** *** *** ** told me I would have results within 3-business days (The collection site located in San Jose is a contracted medical group that is not part of our company
and has know incite on our company procedures and policiesThe client was repeated told that our noninvasive testing takes - days prior to scheduling the appointmentI spoke with the client personally.)The lady who pulled my blood also stated I would have results within 3-business days (As mentioned above the draw site, better know as the collection site does not know our polices and proceduresThey are paid to preform collections only, not to anylize, review or study DNA cases)Choice DNA's website https://www.choicedna.com/our-testing-services/noninvasive-prenatal-dna-testing/ states the results can take up to five days (QUOTED DIRECTLY FROM THE WEBPAGE THE CLIENT IS REFERRING TO- This noninvasive test can be performed at any time once the mother reaches the ninth week of pregnancy. The cost of this type of test is $1,(THIS IS THE TEST THE CLIENT PURCHASED) NOT THE TEST BELOWThere’s also the more traditional way of testing the baby’s DNA before birthWe test amniotic fluids or the fluids that make up the placenta to determine the identity of the biological father. These procedures take place at either a hospital or gynecologist’s office and will then be shipped to our laboratoryThe cost of testing a prenatal sample, one mother and one alleged father is $490, plus any additional doctor’s feesYou can expect to have results five business days after the samples are received in our labEveryone’s situation is unique, so we’ll work with you to determine just the right plan of action for your needsSo if you’re looking for information about noninvasive prenatal DNA testing, call Choice DNA todayThis new type of prenatal DNA test is a very safe option.) I did not get the results until business days AFTER the blood and swab samples arrived to the lab (5-DAYS IS THE TYPICAL TIME, DO A PRACTICE CALL to our company, ANY OF OUR REPS WILL HAVE THE SAME ANSWER furthermore our testing time and refund policy is clearly listed on each page of our website...https://www.choicedna.com/refunds/) I was also told by the phone reps (esp Lawrence) when I called to check to see if the results were in that once they were in, I would receive a phone call phones (calls were made and we do have record of thatIn fact that's how the family got their resultsAfter review sounds like the family just wants a free test)., e-mail and a hard copy sent to my home address (all of which were completed)I was also told that the alleged father would get a copy of the resultsNone of that happened, I only received an e-mail(Just above the client stated that no email was sent, confusing)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below. The business should update their webpage where it states that results will be completed within to business days.he business did NOT send a hard copy of the results to myself or the fatherPlease show proof, I assume you track your mail. I did not receive results from a phone callI only received an emailPlease reread the complaint, as it states " I was told I would receive a phone call, email as well as a hard copy sent to myself and the alleged father, I only received the email This business is unprofessional, I will be posting reviews regarding them everywhere(Caps letters for a Revdex.com response is also unprofessional and signifies yelling). I am not looking for a freebie, if you re read the complaint, I simply asked for a "partial" refund due to your mostakes and my unsatisfaction with an unprofessional company
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:It does not answer my question and is misleading. I did neglect to enter the eye color and hair color information on the 7/09/17 submission (Report#[redacted]) but I paid for it -- and, when I PAID $53 AGAIN and submitted the information on 7/12/17, the information was correct. The issue is how the connected eyebrow percentage went from 100% in the [redacted] report, to 40% on the [redacted] report. It is inconceivable that the hair and eye color information affects this -- it is a stand-alone category like cleft chin or widow's peak -- you either have them or you don't. And as I indicated in both submissions, neither I or the child have connected eyebrows.I am not asking for this correction because I 'want it'. I am asking to obtain an accurate report.  40% is not accurate for connected eyebrows and you know this. Please correct or adequately explain why so we can move on. And please do not hide behind proprietary information -- you can explain it without giving away trade secrets.The two referenced reports are attached.
Regards,
[redacted]

Thank you again for your prompt response. Your most recent report has been reviewed for accuracy once again and is the most recent and up-to-date report we are able to issue. The percentage reported is the highest percentage our office is able to offer. You do realize even in a hypothetical world, mathematically even if the variable that you are asking us to alter was changed to 100% it would only raise your percentage .07 %.

Hello [redacted]. We're very sorry that you were not happy with our customer service. Customer service is an upmost priority for our office. We'll try to do whatever is lawfully possible to bring that up to satisfaction for you. Thank you for acknowledging the fact that you did submit your...

submissions incorrectly a number of times. When doing so it does affect your result outcome. Our algorithms are proprietary property. Unfortunately we will not be able to share with you the way the algorithm system works. We also cannot alter your results just because you want us to. These are things that are highly illegal and are not supported by our company policies. Once your report is issued the report remains the same unless something changes the system or changes the report like new pictures or new-found information such as the information you submitted after we had finished your first report. I hope this explanation is understandable. You gave us quite a few compliments at the start of your testing process in fact you seemed very happy. You've done a number of different test with us with positive emails and verbal accolades at the end of each process. We are very apologetic that your final report did not come out the way you thought he should. Sometimes in the genetic industry happens. Please let us know if there's anything else we can do to reach complete customer satisfaction.