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Family Tree DNA Reviews (80)

Revdex.com: This letter is to inform you that Family Tree DNA has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/25/1:48:PM and assigned ID [redacted] Regards,

[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 would be satisfactory to me Please forward this message to FTDNA (Janine C***) and let her know I choose the $dollar refundThanks

Dear Mr***, In reviewing your account I see that your Y-test was completed this morning, 1/29/15, and is ready for you to view online There are also two places where you may download the parts of your results that are downloadable, which are your matches, Y-STRs, and a certificate with your STRs on themWhile I understand that you've already received apologies and at the point you filed this complaint, simply wanted results, I'm compelled again to apologize for the inconvenience and frustration you've experienced and to renew the offer of $credit toward any future testing you would like, whether for yourself or someone elseTo redeem that credit, please email me directly at [email protected] and I will facilitate the order for youPlease let me know if you need further assistanceYou're welcome to email me directly at any time

Dear Ms [redacted] We apologize for any inconvenience or frustration you may have experienced during your interactions with our companyWe regret that you were not able to resolve this issue directly with our officePlease also accept our condolences on the loss of your loved oneIt appears there were several misunderstandings here, and we apologize for the miscommunicationWhen swabs are done post-mortem, our policy is to be sure the customer understands that we cannot guarantee results and that once testing begins, refunds are available only under the terms and conditions of our refund policy, which you can see here: [redacted] Here's the applicable section: Family Finder Tests (Microarray Chip Testing)The Family Finder test uses a microarray chip that is sensitive to the quality of the DNA sampleAs a result, our Family Finder testing and refund policy differs from our mtDNA and Y-DNA testsWe limit Family Finder testing to two attemptsAlmost all (98.5%) of Family Finder tests process successfully on the first attempt with a good quality customer swabShould the first attempt fail, we rerun the test with a second, separate DNA extraction.For Family Finder tests purchased at the $US price point, the following refund policies apply:Should the second attempt fail, and you wish to continue testing, we can make a third attempt with a new sample for a $ US lab fee.No refunds will be issued after failed testing if additional sample is needed and is not obtainable.At no point should you have come out of your initial conversation with us believing that any type of refund would be issued if the test failedWe will review this policy with the phone representatives to ensure that does not happen in the futureTesting takes approximately four weeks from the time we receive the sample in our labIf the sample fails, it starts the process over, which takes about the same amount of time because it's repeating the same steps the first run did Your order was on 9/4, we received the sample on 9/The first run was marked failed on 10/6, the second run marked failed on 11/At that point we should have contacted you to let you know of the failureWe apologize that we did not do so in a timely mannerWe will review that internal process to be sure it is being followedFinally, you should not gone away from your call to us with the impression that no supervisor was available at at any timeEven had one not been immediately reachable, you should have been offered a call back when one became availableAgain, we apologize that did not happen and will bring this to the attention of the department managerBecause we did not effectively communicate our refund policy to you and did not resolve your issue during your call to us, we're issuing a full refund for your purchase price and your expedited shipping costsThat $refund will be processed within 1-business days and should be received by your financial institution within 3-business daysAgain, we regret that this experience with our company was not satisfactory and hope that you'll allow us an opportunity to earn your business in the future

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Thank you!

Mr [redacted] , I apologize if you did not see the response we sent to your last messageI've attached a screenshot of it for you, and I'm sure that the Revdex.com team can verify and provide the copy for you as wellI've also attached a copy of the message in which we offered you the option of retesting to verify the results, but the only context in which a refund was offered was if that retest did not match the initial resultsPlease see the attachment for the exact wording of the offerAgain, our terms of purchase, to which you agreed when you completed the order, indicate that once a test has gone to the lab, we only refund if the test fails and we're not able to complete it You can read that policy here: [redacted] I can understand being frustrated that the results of your testing did not immediately reflect your family storyAs I've stated before, these results do not preclude a name changeThey simply indicate the name change may be farther back than previously knownWith respect, Mr [redacted] , ordering a DNA test is not like buying a product off the shelf that can be put back on the shelf and resoldThe testing used materials and labor that cannot be recoveredIf there were an error we'd gladly issue a refund, but it would require a retest to show an errorIf you're declining the retest, then we apologize, but we're unable to offer a refund [redacted] *** ***

Revdex.com, I reject the reply of Family Tree DNA due that they are stating that when I had initially paid for their service that I had agreed to their terms of non-refundI do agree that I had misread their earlier response in regards to a refund if they had made a mistake However, since they are going by a contractual basis stating that I agreed to their terms in purchasing their service, then by contractual basis they are in fault due that they did not fulfill their service on time as their service describes on their websiteI feel that on this basis alone gives me the premise to ask for a refund of the purchase that I had made Thank you, [redacted] * [redacted]

Hello Mr [redacted] ,I'm sorry that your DNA tests are taking so long to complete The mtDNA Plus test was in the scoring stage so I walked that through the process until it was complete and posted yesterday The Y-DNA test has a marker that is being rerun until the lab can produce your resultsIn previous attempts the final marker did not pass our quality control standardsThis part of the process is the hold up on the Y-DNA test You bought two of our kits, and You paid a total of $for different DNA tests On Kit you paid $(including shipping) On Kit you paid $(including shipping).We were able to complete kit for [redacted] The Family Finder test was complete and posted on February and the mtFull Sequence was complete and posted on March Both tests were done within our published time frames at the time of purchase We met all expectations for this kit and we will be unable to refund anything.Kit 390695, for [redacted] , had the Family Finder test posted on February The mtDNA Plus test was delayed in the lab as was the Y-DNA I apologize but we are unable to post results of a test until the process is complete The Y-DNA test was not in the scoring phase of the process on May but I have them working to complete your test as quickly as possible and still stay within our Quality Standards I understand your frustration at the delay that results from markers that must be rerun to get reliable results Y-DNA tests have been delayed due to a necessary change in processing the tests When your sample was tested we were able to complete most of it but a few markers did not get enough readings for us to publish the results of those markers I'm sure you took these tests for a reason and I would like for us to be able to complete the answers for your questions and allow you to use the tools associated with your online dashboard If we destroy your results then you will not be able to benefit from the money and time you have already put in I would like to work with you to find a better solution than simply destroying everythingI will be glad to refund your mtDNA Plus and the Y-DNA test for a total of $268, and still retain your access to your results and tools on the siteI will continue to work with the lab to see what can be done to expedite the publication of your results.Thank you, [redacted] Customer Service ManagerFamily Tree DNA

We certainly understand the wait for the Mastercard bill I have been able to confirm with our accountants that the refund was processed and approved on April 10, I am continuing to monitor with the lab to get the results We expect a few weeks to get the results as long as we can get it through our Quality Control process There are no indications of problems at this time If, for any reason, we are unable to get results with the sample we have, then we will request a new sample at no charge and continue until we can get the results.Thank you [redacted] Customer Service ManagerFamily Tree DNA

Thank you for speaking with me on the phone, ***I'm sorry your test results have been delayed The first vial did not pass Quality Control and we had to go back and start over with the second vial I have refunded your $for the mtFull Sequence test and I will work with the lab to
expedite the completion of your test and the publication to your private dashboard of the results You have my phone number if you would like to call meI will keep in touch with you on the progress being made on your test.Thank you*** ***Customer Service ManagerFamily Tree DNA

Revdex.com:
This letter is to inform you that Family Tree DNA has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/26/11:33:AM and assigned ID ***
Regards,Dean ***

Hello ***, The results of test *** have been posted to your online dashboardThe tools are available for your use.Thank you*** ***Customer Service ManagerFamily Tree DNA

Dear Mr***, I'm replying to your issue through the system for tracking purposes We apologize for any distress this process may have causedThe Y-test is nearly complete and when it is, I will be calling you to discuss it with you. One marker failed and had to be
retested, but I matched the ones we have against yours and they match exactly, so it's very obvious the two tests come from a common paternal ancestor. There can be many reasons why you and your father don't match the rest of the ***s in our databaseSince you match several Myers, it would be easy to assume that at some point the surname was Myers and there was either an unrecorded adoption, an intentional name change, or of course, an illegitimate birthAny of those are possible, but it's also possible that we simply haven't tested any other ***s that would match you yetYour paper trail might help determine when a change may have happened, but it may be just as true that one did not, and our sample size, despite being the largest such database in the world, isn't sufficient to show that definitively. Again, please accept our deepest apologies, and I will be in touch with you by phone as early as possible next week

[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 10569200, and find that this resolution would be satisfactory to me. It will be some time yet until I receive a statement, should there be any problems I will surely make you aware.Thanks for your help concerning this matter.*** ***

Dear Ms***, We apologize that there was an issue with your transferUnfortunately the timing was such that your emails came in as we started a major sale, and we were not able to answer in as timely as manner as we normally wouldI do see where you spoke with *** on Dec10th, and he
wrote to you just hours after you filed this report to let you know that your results were fully unlocked and available to you. Because the level of service we were able to provide you was not the level we want to offer our customers, we'd like to offer you the option of a refund of the transfer fee or a free transfer for a friend or family memberPlease let us know which you would prefer by emailing me directly at *** and I will be happy to assist you

Dear Mr*** I apologize that your complaint did not receive the timely reply it deservedI am not sure why I did not get the initial notification on itI see that the staff was able to resolve the issues and you have results for the two tests. I see that we've requested a refund for
the $for the transfer ***, and I just requested a refund for *** because of the delay. Please feel free to contact me directly at *** if you have any questions or concerns. Thank you for your patience and your businessWe appreciate both of them

Sent: Monday, February 23, 2015 6:32 AM To: [redacted] Subject: Still digging - myGroups launch Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]  Thanks for your email. I appreciate your patience as I work through the backlog of emails from the conference, and as I...

assist with the myGroups transition. I will get back to you as quckly as possible.  If your issue can be handled through Customer Support, the contact form is here: [redacted]    --   Best regards,  [redacted] Family Tree DNA  [redacted] History Unearthed Daily

Hello [redacted],The Lab had finished the biological portion of the test and they were in the scoring phase. I worked with them and had someone walk your test through their final processes We had our provisioning people in IT ready to take the scores and get them posted online immediately.  Your results are now posted.I'm sorry that the posting of your test results was delayed.  You have my phone number if I can be of any help in the future.Thank you[redacted]Customer Service ManagerFamily Tree DNAI

[redacted]Your results are now posted. I'm sorry that you had the experience you did.  We produce those predictions on when the test will be complete from the customer support department. The lab moves too fast to stop and give progress reports.  When we saw that yours was not...

complete we gave the best prediction we could.  We also, audit the kits that re not finished and work with the lab to make certain nothing gets missed.Your kit was finished a few days later than predicted because we had an issue with the upload in our IT department.  I understand it can be quite frustrating to see the dates moved back. We take it very seriously.Thank youTom R[redacted]Customer Support Manager

Hello Mr. [redacted],Thank you for speaking with me today about your sample.  As we discussed, there are a couple of markers that did not get enough coverage and we are retesting them.  I'm sorry but when we have to retest the process takes longer.  Our lab will not publish results...

until they are certain and, in this case, we did not get enough coverage on all the markers to post your results to your kit.Our estimated completion times are predictions based on the information we have at the time of publishing. Most of our tests pass on the first try and the tests are complete in the time range.  We update as new information comes in.  Your test was already placed in the highest priority status as part of the retest process.We are certainly going to get your results to your kit.  When we do, you can have confidence that we have only given you the correct information.  Our policy states: "Testing times vary between products and may vary depending on lab volume and biological sample quality.  Expected result dates are predictions and not a guarantee of delivery."  [redacted]I will send you an email so you can contact me directly and I will monitor with the lab manager of our Y-DNA line.  Thank youTom [redacted]Customer Support ManagerFamily Tree DNA

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