DNA Diagnostics Center

Friday, April 08, Dear Revdex.com, Please accept my apologies for my late reply back to you in regards to my complaint against AncestrybyDNA (complaint [redacted] ) As I have had a busy week at work and had to wait until my day off to respond Please know that all of my email correspondence to AncestrybyDNA, [redacted] and the Revdex.com have been cc'd to my own email address, so I have copies and documented dates of all responses So I can produce them, if needed Also I have not of yet, accepted the business's resolve to this complaint because I have not yet received the product that I originally ordered As far as I am concerned, I guess this problem woun't be resolved until I have the test results in hand Thank you for forwarding to me, the response that you received from AncestrybyDNA on this matter In my defense, because of their response, I would like to pleed my case from the beginning, incase I do not receive the product I ordered On 2/23/I made an online purchase from [redacted] for a certificate to DNA testing that AncestrybyDNA was offering I purchased this kit to give to my [redacted] year old friend for her birthday on [redacted] She had known most of her life that she had been adopted as a child Although her adopted parents knew of her biological parents, they would never share with her any information on her adoptipn, except for that she was born in New York state New York being a closed adoption state For a long time my friend choose not to know this information, but has now decided that it would be beneficial for her children to at least know where her people came fromMy friend lives on a limited income and could not afford to purchase this test so that is why I decided that this would be a wonderful gift that I could give her before she dies The purchase price was $minus a 20% discount, equalled $55.20, which was charged to my Visa account on 2/24/ I was given a redemption code from [redacted] along with directions to go to the AncestrybyDNA website and redeem the certificate Then I would be given another code from AncestrybyDNA to redeem on their website, to receive the test kit and would fill out personal information on where the test kit would be sent to So I did that and was told I would receive the test kit in about weeks On 3/14/I called [redacted] and talked to JaNae I explained that I had not received my test kit yet from AncestrybyDNA She looked and told me that the certificate from [redacted] had not been redeemed yet and that I needed to contact AncestrybyDNA So I went on their website, there was no phone number listed, so I clicked on the contact button, and filled out an explanation of not receiving my test kit yet and asked if I could get a reply on the matter I received an automated reply from AncestrybyDNA that was delivered just fine to my email address It said I would get a reply from one of their Specialists in to business days As of 3/23/2016, still no reply, so I sent another message on their website I stated my concern that this might be a scam and would appreciate a reply I also said that if I didn't hear from them soon that I felt I would have to file claims with [redacted] and the Revdex.com I received another automated reply from AncestrybyDNA with the same message Still no reply on 3/29/ I called [redacted] that day and talked to Charmie Explained the situation up to that point She looked and said that the certificate from them still had not been redeemed We verified the code that I had been given by [redacted] and it was correct So on 3/29/I filed a complaint with the Revdex.com on AncestrybyDNA and received Complaint ID [redacted] Later that day on 3/29/I received a message from [redacted] , acknowledging that I had talked to Charmie and asked if I was satisfied or dissatisfied and asked for my feedback So I replied and told them the whole problem from the beginning and how I had filed a complaint with the Revdex.com Then I sent another email to AncestrybyDNA and told them that I had filed a complaint on them with the Revdex.com On 3/30/2016, I received two different email messages from AncestrybyDNAI am not sure, but would like to think that the responses are due to some kind of efforts by the Revdex.com and/or [redacted] And that it is funny that they supposedly could not find any of my previous emails but the day after my email to them letting them know that I had filed a claim against them with the Revdex.com, I suddenly get two emails from AncestrybyDNA customer service people One nice message from a Meridith letting me know that she had received my email, apologized and wanted me to provide my [redacted] redemption code and that would allow her to help me The other message was from a Max He said in his message that they had NOT received any prior emails sent to them from the email address chrisa [redacted] @hotmail.com He then said , please let us know if it was possible that you may have sent email (s) to us using a different email address I then replied to his message that I had cc'd myself with each message that I sent to your website and received automated replys to my email, and that I could forward them to him if he wished He then replied, that would be appreciated--thanks So I forwarded him my three messages to them with their automated reply from 3/14/2016, 3/23/ and 3/29/ No reply from Max was received On 3/31/I received a message from Meridith again She said thank you for your email, apologizes for the inconvenience, and that she was able to find my email from 3/29/which was answered but no other emails were found Based off of the information received we show that your [redacted] coupon"was not" redeemed (Which was exactly what I had been trying to tell them in all of my emails!!) The email goes on to explain how to redeem the coupon and then I was given another code (besides the original code that I was given by [redacted] when I purchased the product) On 3/31/I received a message from Ram at [redacted] He said he was very sorry about this Of course this is not the experience we want you to have when redeeming a [redacted] We'd really like to reach out to the business on your behalf I want to make sure we have done everything we can to help you redeem your [redacted] as you originally planned He went on to ask me to send him information about the AncestrybyDNA, all of the dates that I contacted them and where to ship the product to I finally was able to redeem the certificate on the AncestrybyDNA website on 4/3/and on 4/4/was able to go on the webite to fill out the information of where to send the test kit On 4/4/I sent a letter to Ram at [redacted] thanking him for his efforts on the follow up on my very negative experience that I had on purchasing the DNA kit from AncestrybyDNA And that I was finally able to redeem the [redacted] certificate on the AncestrybyDNA website and then was able to redeem for the test kit I was told it would be two weeks before I would receive the kit I told him, so you can see my frustration with the AncestrybyDNA customer service department The right hand clearly DOES NOT know what the left hand is talking about!! If I had redeemed the certificate on 3/23/2016, like the person from AncestrybyDNA reported to the Revdex.com that I had already done, then why was I able to use the original redemption code that I was given on 2/23/to redeem the certificate on 4/3/2016? I guess as far as I am concerned, this problem woun't be resolved until my friend has her test results in her hand!! I would like you to know that I was very disappointed with the response that you were given by the person from AncestrybyDNA He obviously did no research in regards to this problem, and gave you a answer I hope this sheds some light on the very negative experience that I had purchasing the DNA test kit and you can see my frustration with the AncestrybyDNA customer service department I was very happy with the efforts and concerns with the customer service department at [redacted] I know that I will have no problems dealing with [redacted] in the future! I hope you know that as far as I am concerned, this problem for me has not been resolved yet So "no" I do not find the resolution to this problem as satisfactory as of this date I will certainly let you know my progress, if any As I still have about another week left of waiting before the test kit comes In closing, on 4/6/2016, this is an email I got from Max at AncestrybyDNA He says: " [redacted] asked us to contact you Please let us know how we can help you." I feel this is a forced reply but I wish I would have gotten this reply three and a half weeks ago Then maybe my friend could have gotten her present close to her birthday!! Thank you for all of your efforts in this matter, it is much appreciated!!Sincerely, [redacted]

We are very sorry that these patients are experiencing this problem We are having difficulty locating any of the names, addresses, and phone numbers provided in our system Can clarification be given on a file number, or at least the name of the initial caller that set up the order?Best Regards, [redacted] DDC CC Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Still no return of the dollars to my bank accountRegards, [redacted]

We are very sorry that you are unhappy with the report received at the conclusion of testing Example reporting is given on our website and in our advertisements in order to let clients know what type of report format to expect As a courtesy however we are happy to extend a partial refund of 50%Best Regards,ABD Client Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

We again apologize for the experience [redacted] had in regards to a testing delay and recollection of her sample Recollection of samples, and delays are very unfortunate circumstances and we completely understand the urgency our patients have in receiving reports Due this we would like to offer [redacted] a refund of $

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I recieved my refundHowever, the company should reconsider doing business with companies on [redacted] that do not provide adequate customer supportRegards, [redacted]

There is one file attached that shows that Mr [redacted] cannot be excluded as the father of the tested child This is determined by matching alleles at each loci tested I am unable to locate the other files that Mr [redacted] is citing Please provide test numbers, case numbers, or receipts and I will be able to locate themThanks,***

We are very sorry that [redacted] is unhappy with her report Unfortunately, our advertising is not designed to look like any other service, as we have actually been performing testing longer than the company named above We do destroy our samples after testing, as we are a very large laboratory and would not have storage space for this many samples We also provide a copy of the report that will be received in our advertisement We do not have reporting format for raw autosomal dna and this is why we do not release it, nor do we ever make the promise to Best Regards,ABD Client Services

I am a direct customer

Hello, Thank you for your email We show a total of tests purchased All are complete and showing on the website The results page is a joint page, meaning any testing results on that log in will be on the same results page regardless of which link you choose.There are two tests under the email address [redacted] , one DNA Origins test and one Maternal Lineage test.For Linda’s results page, the DNA Origins test link ("Download Your Certificate") is at the top of the page, and the Maternal lineage test link ("Download Personalized Certificate") is toward the bottom of the pageThe test results should be in a different format and provide different information.There are three tests under the email address [redacted] one DNA Origins test , one Maternal Lineage test and one Paternal Lineage.For [redacted] ’s results page, the DNA Origins test link ("Download Your Certificate") is at the top of the page, there will be two Lineage test links ("Download Personalized Certificate") toward the bottom of the page You will see separate “Maternal Lineage Results” and “Paternal Lineage Results” headers above the test linksAfter looking over the results we also conclude they are different and individualized by bar code and donor specific Thank you,Dania

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I will look for the refund of $(50% of the cost) as they offeredThank you for your help Regards, [redacted]

We are happy to waive any remaining balance and release the report today We have checked with Paypal who has advised they received a payment on behalf of CD We wil refund $to the card as a courtesy as well.Thanks,DDC Client Services

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

We are very sorry that Mr [redacted] was not pleased with the experience and expediency with which testing was processed We do strive to perform our testing in the quickest fashion possible while still ensuring accuracy by performing every singe test twice In this specific instance Mr [redacted] 's test was initially set up in a certain fashion by his counsel, which had to be changed at a later date, to mirror the actual testing required This caused testing to be delayed by one day and results to be released on 10/ We are very sorry for this inconvenience, we would like to offer a refund of $as a courtesy to Mr [redacted] which would be credited to the payment method used to initialize testing

We have located one test completed and released on May 5th, for Mr [redacted] and [redacted] *** This report was released via USPS to both Mr [redacted] This report is no longer in our archives, only the electronic record of the transaction Our most stringent accrediting bodies only require that we keep reports for years, so this report at years old is significantly beyond this time frame We are still unable to locate any other files that Mr [redacted] paid for in We again ask for client names or file numbers in order to assistBest Regards, [redacted] DDC CC Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is basically satisfactory to me I was told that I would receive a refund for all of the confusion but have yet to receive it I did finally get the proper regions requested and appreciate it but it sure took alot to make it happen Regards, [redacted]

I sent you a copy of what I have all I really need is how did come up to I was the father with two persons tested, It don't take receipt for it a a test method

We are very sorry that [redacted] is not satisfied with her testing We have spoken to her on several occasions and responded to every query In regards to our testing, sample reporting is provided on our website and as well as with our advertisements, so unfortunately claims that the testing is falsely represented are untrue As testing was completed and results were released and viewed we cannot refund fees paid Our website does offer similar information as we would offer via email or telephone due to the fact that this information is consistent We cannot provide a refund based on our similarity to any other product as we have been testing longer than the other companies cited We again apologize for her dis-satisfaction however, [redacted] performed all testing as we were contracted to doBest Regards,ABD Client Services

We are always reluctant to delay the reporting of results for our patients, and do everything in our power to avoid it However, accuracy is the most important aspect of our testing, and unfortunately in order to produce a report without risking the competency of our testing, we do have to ask for additional time and continue testing until an unquestionable conclusion is reached We apologize for this inconvenience, as an apology we will reduce your remaining balance by $100.Best Regards,***