DNA Diagnostics Center

[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 ***, and find that this resolution is satisfactory to me.
Regards,
** ***

We are sorry that Mr*** has experienced difficulty with viewing his report. The reporting system ABD utilizes will allow a client to view all purchased reports when clicking on any ordered report. For Example, if a client purchases a Maternal lineage report and a paternal lineage
report, clicking on the link will take them to the exact same "shared" results page. Both reports are viewable on this page, but a client must scroll down. So yes, clicking on the maternal, paternal, and ABD reports will take you to the exact same page, however, if you scroll down, you can view all three reports.We will also generally ask for a clients password so that we may see what they are seeing when they log in. Their files are encrypted, and if everything appears to be functioning properly (which on this test, every report is available and viewable) we will ask just to ensure we have done everything we can to assist. Thanks,ABD Client Services

We are very sorry *** *** has not
received his collection kit. We did ship a collection kit on February
22nd. We do service primarily via email simply due to the volume of
testing. We are more than happy to ship another kit today since it
appears the first collection
kit was not received.Thanks,ABD Client Services

We are sorry for the delay, *** *** refund has been processed and should be viewable in her account within several days. Best Regards,DDC Client Services

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 complaint. THe money was not taken out of my account by ***My bank statement says it was taken by ***Therefore they do have my account informationThis is a bold faced lie.
Regards,
*** ***

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 complaint. For your reference, details of the offer I reviewed appear below.the account is under my father's information *** ***
*** *** ***
*** **
*** I also have an e-mail from the company stating that my father's DNA sample has been destroyed, as is their usual procedure.
Regards,
*** ***

In respond to existing claim :1-
if the collection agent didnt do his job to collecting address , it is not my responsibility .I Actually asked if we need to fill forms since there is samples to be collected and agent respond no since it is one case2- I got email very next day about missing address in forms and I did email and fax very same day and called to verify the agent received my forms and the costumer service agent told me that they have all they need .3- after weeks , when I called regarding my result , all she said , sorry we forgot to send you forms to lab 4- I asked to send result with priority mail and she was very rude and said it is against their policy and I said in that case I dont need the result to be send at all5- she said if I want the result or not I will not get refund because they did testing 6- I already provide detail emails between me and the customer service to my Credit Card company and based on that they accept my dispute of transaction 7- since the company did times mistake on giving he wrong time for appointment and changing the time of collecting the sample minutes after appointment time and filling up and sending one simple form , at least be decent enough to not disrespect the costumer on the phone .Thanks

We do our very best to ensure that every effort is made to obtain viable dna from all samples received in our laboratory. However when samples are collected in a client's home, by the patient we are unable to ensure that the samples collected contain sufficient dna. We have agreed to
refund the lab fee of $paid to our laboratory, however we have no way of refunding fees paid for the collection kit at a retail or online location. We are happy to continue with our processing of the lab fee refund, if you so choose. In regards to remaining samples, we do exhaust all samples to obtain dna for testing, this is unfortunate, however we do not have samples to return.Best Regards,DDC Client Services

We are very sorry that Ms*** is not happy with her reporting. Our testing processes are accurate and verifiable, and have been used thousands and thousands of times with accurate results. As a courtesy however, we are happy to provide Ms*** with a 50% refund via check to her
mailing address, due to her dis-satisfaction. Best Regards,

Hi ***, We are sorry that you are dealing with this issue. I have attempted to locate a file using your name and am unable to to so. Can you provide us with the alleged fathers name, or childs' name,
or a case number. Also, was this a test facilitated through your local government for child support? It that is the case you will definitely need to notify your case worker of this issue and they will have to investigate. I look forward to hearing back from you.Thanks,*** **DDC CC Manager

We have couriered the refund check with tracking number *** Thanks,ABD Client Services

While it does appear from our records that we did speak to Ms***, it also appears that the other tested party contacted us, set up testing, and paid for testing for a half-siblingship study. These two conversations were independent of each other and DDC was unaware at the time of setup of the independent conversations. We offered a an extremely discounted mitochondrial test (75%) as a secondary study, which Ms*** declined. This offer of a steeply discounted test still stands.Best Regards,DDC Client Services

We are very sorry that Ms*** is unhappy with service received by our laboratory. We have record of testing being completed and email correspondece being released to that effect in October of 2016. We cannot locate Ms***'s email correspondence. However due to the
fact that Ms*** has not viewed her report we will provide a refund of fees paid via check to her address. Best Regards,

Revdex.com:Everything about the internet says to never give your password to anybodySo giving AncestrybyDNA insisting on have my password is a complete violation of everything about the internetWhere a simple phone call or simply email me my and my wife's, Jean M***, our certificates could resolve the one part of my complaintThe second part is to explain how and why I was given two different Origin results for myself.
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

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 complaint. For your reference, details of the offer I reviewed appear below. I have contacted several of the businesses administrators directly, and have not received any response nor apologyConsidering the extended delays, lack of communication and poor customer service, I am seeking a full refund for the services providedThe services total $1,975, $of which was immediately received by the business, even before any services were initiated whatsoeverDue to the numerous issues and stress caused by the lengthy time of the testing process I feel that this is an appropriate action and $does not constitute a sufficient refund.
Regards,
*** *** ***

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 complaint. For your reference, details of the offer I reviewed appear below
The company has made no effort to contact me in any way I have seen no refund or even an email to indicate they world like more contact information They are welcome to call me at *** *** *** to discuss
Regards,
*** ***

Hello, A check was mailed on 1/via ***. We will determine if this check is still outstanding, if it is we will cancel it and submit another.Best Regards,ABD Client service

Again, we are very sorry that Ms*** is unhappy with her testing report. We offer all options available to our clients and seek to help them determine the answers they are seeking through genetic testing. The report released to Ms*** and the other tested party is a concise report. A 4% likelihood of relatedness is a strong result. We, like any other scientific testing facility will definitely recomend followup testing of a different nature to reinforce our reports if someone is still questioning. We offered a mitochondrial dna test in order to solidify the answer Ms*** received, and offered this at a 75% discount as a courtesy. She is declining this offer. This test was also initiated and (initially paid for) by another party, so all information regarding this specific test was initially covered with this party. The offer of steeply discounted mitochondrial testing still stands. Contact does need to be made via the Revdex.com site from this point as all offers need to be documented by them. Best Regards,*** ***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 ***, and find that this resolution is satisfactory to me Based on AncestrybyDNA willing to talk to me via phone, cell *** or office *** and accept a 50% refund If AncestrybyDNA fails to call, I will be contacting Revdex.com again.Thank you for your assitance
Regards,
*** ***

We
again apologize for *** ***'s delay and subsequent recollection
order from our laboratory. We do place emphasis on both the accuracy of
our testing as well as the well being of our clients, and do our best
to ensure that our client's feel that they are our first priority. Once
a Revdex.com complaint is filed, we have been advised by the Revdex.com to contact
the client via the Revdex.com channel, we follow this protocol. In regards to
the statements below:On 7/our Client Service group was
notified by our laboratory that a delay was being placed on the test.
On 7/at 11:EST a DDC Client Service Representative contacted *** *** in regards to this delay. A message had to be left.On
7/*** *** contacted DDC to inquire about her testing delay. Her
call was answered by an operator, and unfortunately transferred to our
standard client service group, not our specialty prenatal group, so yes,
she did have to be transferred again. We do apologize for this.On
6/our collection site contacted us in advance to advise they had to
re-schedule *** *** initial appointment due to a staffing issue.
We contacted *** *** within minutes to advise her of this and
left a message at the telephone number she initially provided us to
contact her with.In regards to the refunding claim, we refunded $to her credit card ending in ** on October 6th. We also waived her remaining balance as a courtesy, as we stated we would. At this point we have done everything in our power to assist *** ***, she also does have the testing report that we were contracted to provide and *** *** agreed to pay for.Best Regards,Chris O***DDC Client Services