DNA Diagnostics Center

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.  A second check was received, thank you for your help. 
Regards,
[redacted]

We are very sorry in regards  to the delay that was experienced on this test.  We are more than happy to accommodate [redacted]'s request for a 50% discount.  As a courtesy we have previously discounted $600, and will place an additional refund of $225 today.  Unfortunately...

genetic testing can sometimes encounter delays, while this is rare, it is a possibility and we apologize for this inconvenience.

[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 [redacted] is unhappy with her experience.  We have reset her account.  As of completion of the testing it appears that [redacted] did have access to her report, but then was unable to log back in, here is our correspondence, the online access appears to be working on...

our end.Hello,To login to our website you use the email address ( [redacted] ) and case sensitive password that was provided when ordering the test.  You can reset the password by clicking on "Login" and then clicking on the "Forgot Password?" link on our website (www.ancestrybydna.com).   We cannot see the password as it is encrypted.Regards,MaxOn Nov 27, 2015, at 9:05 AM, [redacted] wrote: I was able to log in last night to retrieve my results. I tried this morning my ID is [redacted]                                Password:  [redacted]E-mail: The e-mail address you have entered is invalid.Security: The security word did not match. Please try again.

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 $600.

We spoke to Ms. [redacted] on Friday and the issues appear to have been resolved. Thanks,DNA Tribes Client Services

We have located one test completed and released on May 5th, 2004 for Mr. [redacted] and [redacted].  This report was released via USPS to both Mr. [redacted]
[redacted]
[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 6 years, so this report at 12 years old is significantly beyond this time frame.  We are still unable to locate any other files that Mr. [redacted] paid for in 2004.  We again ask for client names or file numbers in order to assist. Best Regards,[redacted]
DDC CC Manager

Hello,        We are very sorry this client is unhappy with our services.  However we do charge a fee to store and redistribute reports for our patients.  In this instance an online copy of the patients report was made available to them, as well as a hard copy mailed....

 This lives up to every expectation set by our website, or anything our representatives would ever state.  We keep these reports as a courtesy and they do have to be housed, accessed, prepared, and shipped to our patients and their is an expense involved with this.  We are happy to provide additional copies of this report at our standard rate.  We are also an Revdex.com accredited business which can be confirmed with the Revdex.com fairly easily.Best Regards,DDC 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.]I have not received a call from the company. I have attached my receipt from Living Social where I purchased two test, one for myself and one for my daughter. The upgrade was purchased directly with AncestrybyDNA. They can mail the check to 8[redacted]. Once I receive the check I will close the complaint.
Regards,
[redacted]

[redacted] has received several apologies and all are noted in her file.  While this does not change the fact that a recollection had to be ordered for her sample, apologies were offered.  An investigation was performed and the phone calls were not the length of the calls described in the initial complaint as well.  Testing was performed as contracted and the total paid for this test was $585, this is a discount of over $1,300.  While we cannot apologize enough for this delay in reporting due to an insufficient sample from the mother, we feel that this resolution is a fair one.Best Regards,DDC Client Services

This letter is in reply to ID [redacted]Customerpurchased a coupon from [redacted] for a DNA test. [redacted] coupons to be redeemedon our company's website to allow the DNA sample collection kit to be mailed tothe customer.The customerfirst contacted us via email on October 20,2014 asking for...

assistance inredeeming her coupon. We responded by email on October 21 requesting additionalinformation to allow us to further assist.The customerreplied by email on October 27 stating she had attempted to redeem her couponwith no success, requested a refund, and advised she would be contacting theRevdex.com if she did not hear back from our company the same day.We responded byemail the same day with advice on how to redeem the coupon. We also advised, ifshe did not have success redeeming the coupon, she would need to contact[redacted] regarding any refund, as the coupon had not been redeemed and thecoupon was purchased through [redacted].We did notreceive any reply to our last email. Subsequently, the coupon was successfullyredeemed on October 27, and a DNA sample collection kit was mailed on October28.SincerelyYours,[redacted]Client Service Coordinator

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. The lack of attention and numerous details overlooked has caused a great deal of personal issues. For these reasons I am seeking a full refund. 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 have located Mr. [redacted] test that was purchased at a retail store and processed through our lab.  However we can find no record of a test in which he came into one of our facilities for a professional, witnessed collection.  All testing purchased through a retail store is collected at...

home by the client and no actual proof of collection is required, so as a laboratory we test the samples we receive.  If Mr. [redacted] would like to provide the case number on his professionally collected test we would be more than happy to perform a lab review. Best Regards,DDC Client Services

We are very sorry that [redacted] experienced the delay that she did.  While delays are very rare regarding this type of test, they do still occur.  As an apology we would like to $0 out [redacted]'s current balance. Best Regards,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]

[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]

Again,
we are sorry for Ms. [redacted]'s erroneous e-mail.  We are more than
happy to assist as Ms. [redacted]'s ancestry test is available to be
viewed online and her Lineage study is due to be completed on February
5th.   We are more than happy to cancel Ms. [redacted]'s lineage study and refund that amount paid.
In regards to AncestyByDNA and AncestryDNA being so close by name that perhaps we deliberately may have done this to mislead
the public into believing that we were selling one test in place of another.
 This is the farthest thing from the truth.  
The fact is that AncestryByDNA applied for a trademark on August 12,
2005 and was registered on March 25, 2008.  
AncestryDNA applied for the trademark on August 1, 2011 and was
registered on Jan 22, 2013.
 
Best Regards,
ABD Client Services

To Whom It May Concern:Unfortunately, at no point did I receive any kind of written consent form or contract from DDC, which I would have preferred. All arrangements were made by telephone conversation, the only written form of communication were the final test results. The results were sent via mail and e-mail along with the explanation of results. However, I have attached my online bank statement showing all deductions made by DDC. Additionally, I have included my phone call records reflect the 21 calls placed totaling to 241 minutes of call times. These phone records show various 800-numbers, which are all associated with the DDC company. Thank you for your time and attention.Regards,[redacted]
[redacted]

We strive to ensure that every client that chooses DDC has a positive lab experience.  In this instance [redacted] scheduled a dna test to be performed and agreed to pay a deposit, of $775, and for an additional $245 to be charged to her card monthly until her balance was paid in full. ...

[redacted] scheduled an appointment and failed to attend this appointment or notify DDC of her impending absence.  We have not heard from [redacted] or received a request from her to cancel this test.  We are more than happy to accommodate this, we are happy to refund all but $150, which is the fee's we spent on paying our local collection affiliate for holding the appointment and shipping the collection kit.

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.
I am attaching the automatic email responses from the company stating that someone would respond to me, however, still haven't been contacted, other than through Revdex.com. I am not out to get this company, just had such poor customer service and not getting what was paid for. This company sounds very defensive, which is understandable considering the many complaints and bad reviews they have .  I do not wish to do business with them and still have no response or a finished product.
Regards,
[redacted]