DNA Diagnostics Center

Business indicated to the Revdex.com that refund was processed on 6/22 and should show up to consumer's bank within 3-5 business days.

We are happy to offer a partial refund of 50% paid as a courtesy.  Our contact feature generally works as we receive 100 or so daily.  We will perform the refund and and contact the client via telephone if this is agreeable to assist in viewing the report. Thanks,[redacted]

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

[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.]
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]

Hello,We cannot post results online anymore on this case. We can mail results to [redacted] at no charge if he provides us with his mailing address. We can send results via UPS 2nd day courier with a tracking number. We cannot mail results to a PO Box via UPS. Thank you,Dania W[redacted]

We are very sorry that [redacted] experienced the delays that she encountered during her testing process.  Unfortunately, genetic testing sometimes encounters delays as we continue to test in order to gain additional data to ensure that our reports are accurate.  Many times, we are testing...

for additional data in order to avoid a recollection, which can delay testing even further.  Accuracy of reporting is of the utmost importance to our laboratory and we are very sorry for this delay.  We would like to offer [redacted] a refund of $400 as an apology for the issues this delay may have caused her. Best Regards,DDC Client Services

We are sorry that Ms. [redacted] is unhappy with the testing she purchased.  Ancestrybydna has been operating for over a decade and in no way mis-represent our laboratory as any other. In regards to response from our Client Service team, our goal is to respond to all inquiries on...

ancestrybydna.com within two business days, and we have a 100% success rate in this.  We have searched all of our records for any correspondence from Ms. [redacted], and have found none.  Barring some type of technological error, no emails were received.   Ms. [redacted] has one test waiting online to be viewed online, and one test currently in progress.  We would ask as a courtesy for Ms. [redacted] to provide us with copies of the e-mails sent to ancestrybydna.com to assist us in reviewing any errors that may have occurred during her attempts to contact us.  Upon receipt of these emails we would be happy to provide a 50% refund based on her dis-satisfaction with her purchase, but will be unable to process a complete refund as one test is complete and one test is in progress.Best Regards,ABD Client Service

Fortunately there is no problem with [redacted]'s report.  The due date is 7/6/2016 and has been since the beginning of testing.  Phone support is generally not provided by this product so the phone representative that [redacted] spoke to was attempting to assist by having a copy of her...

report scheduled to go out at test completion.  This report will be released on 7/6 as originally planned. Best Regards,ABD 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.   Remarkable what a letter to you can do.  They completely ignored my first letter.  Thanks for your help 
Regards,
[redacted]

We are sorry for the inconvenience and the wait.  It did appear that this was a [redacted] charge, however we do have access to the credit card charge.  We will do everything in our power to ensure a refund is credited to the credit card today.  Best Regards,[redacted] Client Services

We are very sorry that [redacted] experienced delays with her testing.  Unfortunately in a small number of tests a recollection is required, or a delay is incurred.  [redacted] did experience both and we are very sorry for this delay.  We would like to waive [redacted]'s...

remaining balance of $390 as an apology for the delays she has encountered.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.]
Regards,
[redacted] I sent them the test and Revdex.com

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 10/13.  We are very sorry for this inconvenience, we would like to offer a refund of $100 as a courtesy to Mr. [redacted] which would be credited to the payment method used to initialize testing.

We are very sorry that Ms. [redacted] was unhappy with her experience and her ensuing dna reporting.  We have reviewed Ms. [redacted]'s file from beginning to end and have attempted to contact her regarding her experience to discuss it further and apologize for her dis-satisfaction.  We have not...

received a phone call back at this point. We do sometimes make additional scheduling calls to confirm appointment dates, as described in this complaint.  We are more than happy to perform another test at no charge to ensure that Ms. [redacted] is confident in her report and results.  Our laboratories practices are sound and we are the most highly accredited dna laboratory in our industry.  This means we have accrediting bodies monitoring us and our practices on a regular basis.   Best Regards,[redacted]DDC Client Services

We are that Ms. [redacted] is unhappy with her reporting.  We will address this is well as possible.  We are very sorry that Ms. [redacted] is unhappy with her and her husbands reporting.  We will address each issue specifically.1)  The report issued is specific to a clients dna...

reporting, the manual is designed simply to explain all aspects of the report and contains general information.  In this Ms. [redacted] is correct.2)  There are percentages called "confidence intervals" that allow for a slight amount of "noise" or movement in results, so Ms. [redacted] may have had a confidence interval that ranged into "indigenous American".  3)Our laboratory has been testing longer than the other laboratory listed as a potential "bait and switch". Since we performed the testing, shipping, and handling, and have also partnered with a third party vendor who receives a portion of the sales price, coupled with the fact that we stand behind our results, we are unable to offer a full refund.  We are happy to offer a 50% refund as a courtesy for Ms. [redacted]'s dis-satisfaction. Thanks,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.]
I don't know how long Ancestry.com has been in business but as a part of the [redacted] I suspect they have been around longer than ancestry by DNA.  Their response in no way satisfies my claim that they do NOT provide heritage as they claim.
Regards,
[redacted]

I felt like the response from the business was very generic and did not address my concerns, it felt cold and very disconnected. I felt like they sent me a generic response that they would send anyone who has had similar trouble to what I am having and I do not feel that this is good business practices, especially when I have a complaint that is questioning the validity of the business practices.

We understand the concern regarding the fact that we are not always able to discover viable (testable) dna on all unusual (non-standard) samples we test.  Unfortunately if we are unable to produce differing profiles from samples received, we are unable to produce a relationship study...

result.  We make this very clear with all testing of this type, which we refer to as "viability" testing.  In this case this patient was advised if a second "unusual (meaning not a standard swab or blood)" sample was required, we would process it for a separate fee.  This in no way is milking for a fee, as it is much more cost efficient to move to a standard relationship study and receive payment for that service, as opposed to performing a two step process of isolating viable dna from an unusual sample, then proceeding to a paternity test.

In our conversations with [redacted] we have advised that in no way do we intend to portray ourselves to be any other laboratory, as we have been around longer than most. However as testing was completed, and our advertisements even demonstrate a sample report, we are unable to issue a...

full refund.  Due to [redacted] strong feelings and dissatisfaction in regards to the presentation of [redacted]'s testing on our vendors website, we are more than happy to offer a partial refund of 50%.

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,[redacted]