DNA Diagnostics Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10339872, 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 do not feel this company has resolved this matter by not refunding me my full amount paid. Might I add, I have never used two that were purchased. Those should certainly be refunded. The one I did use was so inaccurate I feel ripped off and should certainly be refunded. To be quite honest I would like to prevent anyone else from being scammed by this company. Their claims are as follows: We compare your DNA profile to every country within your selected region to provide your top country matches. I am someone of Irish , Scottish , Norwegian  decent. their lab testing send me back results Asian, Puerto Rican ,South American. If you could see my appearance blond Caucasian, freckled,and pale. It's almost laughable. I have also read countless other people with almost identical results. I highly doubt they use a secure lab to do their testing, rather just computer generated  random results . They have no right to advertise these claims.   [redacted]
Regards,
[redacted]

While we are sorry that this client is not happy with our services.  Ancestrybydna has been performing dna testing under the same name for a longer period of time than the other laboratory listed in the complaint.  Our service is clearly labelled in our ads, and on our website, and sample...

results are available for viewing before purchase.  While we are sorry for the dis-satisfaction, these claims have no merit. Best Regards,ABD Client Service

Ancestrybydna.com has been testing for significantly longer than the other company named in this complaint.  Ancestrybydna advertises exactly what is included with results, demonstrates examples of reports, and dives further into our results on our webpage, which is all available before...

purchase.  We are very sorry that Mr. [redacted] is unhappy with his report, however as a laboratory that has been testing for a long period of time as Ancestrybydna we are unable to admit to using "deceptive sales methods".

[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 apologize for any issues that Mr. [redacted] has experienced.  He received the completed testing email prematurely and was emailed a correction.  The correction email may have been deleted.  We apologize for this issue.  The current due date for Mr. [redacted]'s test is February 18th.Best...

Regards,DDC Client Services

Hello,         These samples were on 11/8 and report released 11/14 which is a 4 working turn around.  This is signifigantly quicker than our advertised 5-7 business days.  We have adjusted our website to reflect the 5-7 working days, we did extend a $100 refund as a thank you for bringing this to our attention that our site did not say 5-7 business days a opposed to 5 business days. Thank you,[redacted]

I am a direct customer.

We are very sorry that your samples took an extended period of time to arrive at our Laboratory.  We understand that the testing we perform is of the utmost importance and our results can be life changing.  We do not have control over the postal system and we do encourage anyone that would...

like faster delivery to utilize a courier service such as UPS or Fedex.  We also are very sorry that a recollection was ordered for the second test, whenever a private in home collection is performed by a patient, and not by DDC we do not have the luxury of ensuring that proper collection procedures are followed.  We are more than happy to refund the $94 and will process the second child as quickly as possible.

I sent both of you a copy of the test resorts

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

We are more than happy to refund the fees paid as we have attempted to assist this client to the best of our ability in registering the barcode that he purchased on [redacted].  However, since the fees were paid to [redacted] and not our laboratory we have to issue a check and are unable to refund...

his credit card (as we do not have it on file, since he paid [redacted]).  We have agreed to refund the fees as stated in his complaint.  Best Regards,[redacted] Client Services

We are very sorry that [redacted] is not satisfied with her testing report.  We strive to ensure that clients are educated in regards to what they will receive even including a sample copy of their report in our advertising, as well as on our website which is viewable before ordering. ...

We firmly stand behind our testing and our advertising.  We would like to offer [redacted] a partial refund of half her fees paid as a courtesy.Best Regards,ABD Client Services

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 them. Thanks,[redacted]

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 99.95 dollars to my bank account. Regards,[redacted]

Hello,        We will generally wait until our proposed solution to a clients difficulty is accepted before executing the solution.  We will however, in this case make an exception and issue the refund in the form of a check.Best Regards,ABD Client Services

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]  PS. It is terrible that a person has to go to this extent to get what should have been sent in the first place.  Poor customer service.

At [redacted] we provide a copy of our report In the same marketing material that is described in the complaint.  We have also been in business longer than most other Ancestral testing companies.  We are very sorry that [redacted] is unhappy with her report and will refund her fees...

paid based solely on the premise that we would like to ensure her that our laboratory and testing processes are extremely advanced and that our company very much wishes that our clientele is satisfied.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]  [redacted]

Friday, April 08, 2016
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 2/23/2016 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 ** 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  from. My 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 $69.99 minus a 20% discount, equalled $55.20, which was charged to my Visa account on 2/24/2016.  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 2 weeks.  On 3/14/2016 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 5 to 8 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 3/29/2016.  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 3/29/2016 I filed a complaint with the Revdex.com on AncestrybyDNA and received Complaint ID [redacted].  Later that day on 3/29/2016 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 AncestrybyDNA. I 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, 3/23/2016  and 3/29/2016.  No reply from Max was received.  On 3/31/2016 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 3/29/2016 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 3/31/2016 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  4/3/2016 and  on 4/4/2016 was able to go on the webite to fill out the information of where to send the test kit.  On 4/4/2016 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 2/23/2016 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 false 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]