ComplaintsforChoice DNA Testing

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a DNA test through this company. I ended up having to cancel it due to the partner, wanting an abortion instead. When I Texted them, they said that they would start the refund process. After a few days, I checked because nothing had been done. They gave me a number to reach out to management and I did but got no response. The worker back to originally gave me the managers number and was told that my refund was denied due to it being 48 hours. Yet it took them over 24 hours or more to get with me about the appointments and stuff. So they took my $1445 And denied my refund and gave me nothing in return.

  

  Business response

  07/17/2024

  Good day,
  I do apologize ahead of time. As outlined in our refund policy available at [**************************************************], refunds are processed within a 48-hour window from the date of purchase.
  Upon reviewing the details, it appears your order was placed on Wednesday, June 26, 2024, and your refund request was submitted on Monday, July 1, 2024. Regrettably, this request falls outside our specified timeframe.
  Therefore, we are unable to ***** the refund in accordance with our policy. The balance will remain on your account and can be used for future services whenever needed.
  Thank you for your understanding. Have a beautiful DNA day.
  

  Best regards,

  *************************************

  Customer response

  07/17/2024

   I am rejecting this response because:
  The appointment was not verified until July 1. I canceled it the same day. It was not my fault I did not receive information about the appointment until July 1. It took them several days to get back to me on it. Had they gotten back with me and a reasonable amount of time then maybe their case would be valid. 

  

  Business response

  07/19/2024

  I completely understand the unforeseen circumstances that occurred.

  Thank you for the details. Let me the dive into your case once more.

   

  Best Regards,

  *************************************

  Customer response

  07/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

  Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my babys DNA results through here in 2022. I have a custody case going on and the information from the company is needed for the case. I requested all of the information on file (which they only sent me half of) they sent the photo/id of the father but not of my information proving I took them test. They also refused to give me the email addresses that they sent the test results too. Which means they probably sent it to numerous people that werent authorized to receive mine or my childs health information. I know for a fact they emailed it to the father but they refuse to tell me what email addresses they sent it to. (But somehow they know that my email is one on file). Now my attorney will need to subpoena the records and the representative for the company in order to get what email addresses the results were sent to, which is about $2000 in legal fees after already paying nearly $2000 just to get the results in the first place. Extremely unprofessional. Considering this was a prenatal DNA test as well, my attorney believes it was a HIPPA violation to send it out to anyone else since I never signed a consent to release that information and originally when I got the test done, I told them I didnt want the father to be sent the results but they told me I didnt have a choice over MY test results of the fetus (which by law is part of my body) being sent to him. Originally I didnt think it was worth litigating over, however since it will cost me $2000 to find out what email address it is sent to, I should probably just spend the extra money and *** for a HIPPA violation for even releasing my health information in the first place as fetuses are considered part of the mothers body until birth and fathers dont have legal rights to information about the fetus prior to birth.

  

  Business response

  03/21/2024

  I regret to inform you that we are unable to provide the alleged father's email address to you. Our system no longer retains his emails, as all information is automatically deleted after a year. When you contacted us, we requested your email address in order to send the results to you. If the alleged father were to contact us directly and provide his email address, we could then provide it to you. However, as of now, we do not possess his email information.

  
  As per your request, we have already sent you the complete chain of custody and the results to your email address. It's important to note that when results are emailed, we do not include the chain of custody; only the results are provided.

  
  The results were initially emailed to you on June 6, 2022, when they were first released. Additionally, at your request via email, we resent the results on November 17, 2023.
  Please let us know if there's anything else we can assist you with.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for my son and his paternal grandmother to be tested, as his father passed away before he was born. It has now been a month and no results. I was told 5 to 7 business days. Every single day that I call, I hear it will be tomorrow. Yet STILL NOTHING! I need these results for my childs survivor benefits and you are withholding this from us by not giving me the results as we KNOW the child belongs to him we just need the actual dna results to give to the board. You either need to give me the results or you need to give me my money back. NOW! Im over this. Yall scam people and its insane!

  

  Business response

  02/21/2024

  Hello ************************* ,

  I hope this message finds you well. I would like to extend my sincere apologies for any inconvenience caused by the recent developments concerning your results. It appears that the results have come back inconclusive, necessitating the inclusion of the mother for further clarification.

  Upon reviewing your records, it has come to our attention that you visited us for an appointment yesterday Monday February, 19, 2024. Conclusive results are pending as the PhD adds the mothers DNA.

  To express our understanding of the inconvenience caused, we have initiated a refund of $100 on February 14, 2024. This is a gesture of goodwill as we understand the impact such situations can have on our valued clients.

  We appreciate your patience and cooperation as we work towards resolving this matter promptly. If you have any questions or concerns, please do not hesitate to reach out to our customer service team at ************.

  Once again, we sincerely apologize for any inconvenience and appreciate your understanding in this matter.

   

  Best regards,

   

  ********************************

  Director of Operations

  ************ x 700

  
  

  Customer response

  03/04/2024

   I am rejecting this response because:
  
  January 25th I had a grandparent DNA TEST done, it is now March 4th and I still dont have my results. I was given a $100 refund a month ago. And STILL dont have my results. I myself the mother of the child have went in to submit my DNA too 3 weeks ago. Still nothing and now they are ignoring my calls, ignoring my emails. No one will talk to me. I needed those results by today as today was my sons appointment for Survivors benefits. Yes towards the end I got rude with them because this company is scamming me and now wont own up the their own issues. They refuse to make anything right. They refuse to give me my results or money back by refusing to talk to me. I have called non stop Friday, Saturday, and now this morning. And no one will talk to me. This place is a joke and should be unaccredited. They should not be allowed to do this to people. When they would talk to me I would keep being told tomorrow. Well tomorrow has yet to come going on 2 months later.

  Desired Resolution:
  Refund

  
  

  

  Business response

  03/08/2024

  Thank you for your message. After further review it appears your case has been resolved and results have been released. Please don't hesitate to reach out with any further questions.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This Company is Fraudulent. I should have been smarter and came here first to read the complaints before trusting them because my story is similar..I spoke to b-*******o-n and was sent an invoice and date confirmation as well as a location confirmation.. I paid the invoice and ******* called me back and said the lab the booked me for wouldn't have a tester in until after the week.. I told him to refund me my 500 bucks and he confirmed he'd speak to his manager... instead they processed the payment. that adds **** to my card until they reverse the charge.. but they now avoid my calls and I cant reach a manager. I Also called the Facility they booked me too and the Facility states they had no bookings placed here. SCAM ALERT!!!!!!!!!!!!!!!!! DO NOT USE THIS COMPANY.. if I do not receive my funds in 72 hours (a set back) Im personally as a ** Army Vet contacting the *** as well as the VA fraud services connected with the *** to start an investigation on this companies financial history.. Its Highly fraudulent DO NOT USE THEM!! Dont fk With Veterans we see the Mission through!Their actual address is as follows: *************************************************************************************

  

  Business response

  07/12/2023

  We must take full responsibility as a company. My name is ***************************, Im the staff member that approved this refund. The customers refund was processed less than 2 hours after we processed his initial payment. We are not a fraudulent company,but the level of customer service provided in this case didnt prove to be our best. If I wouldve exhibited more patience when speaking with the customer, he may not have submitted a complaint at all. When customers are experiencing frustrating circumstances its my job, as a professional, to counter that frustration with added dignity, patience, and respect for the customer. As the customer stated, he called and set up an appointment at one of our hospital provider locations. After we scheduled him and accepted his payment the hospital informed us that they couldnt perform the collection on the desired date and time. We informed the customer immediately of those changes. We also notified the customer that wed attempt to move him to another location or seek management approval for a full refund. Understandably,when the customer called, he was irate. So much so that it was difficult to have a reasonable conversation. Instead of me patiently listening to all of the customers concerns, I interrupted him and let him know his refund had been approved. He placed this BBB complaint prior to knowing hed already been approved for the refund. He sent us an email acknowledging this. Although his phone conversations and email were verbally threatening and contained racial slurs, in my opinion, he never shouldve been put in a position to apologize for anything.
  

  We never charged additional funds to the customers card. That is a false statement from the client. The full list of charges is attached and has been submitted to the BBB.What he thought was a 2nd charge was the refund we authorized back to his card. The customer emailed us acknowledging this mix-up. The customers refund was processed less than 2 hours after we processed his initial payment. Weve also attached the customer call log. None of his calls have been missed or avoided.
  

  My goal is to continue to exercise patience with our entire client base and to regularly train staff on this same practice. Please accept our sincere apology and full refund of services. 

  Customer response

  07/13/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, And I have received my refund. Now I must Change my creditcard information and await a new card because as I stated previously the company is a scam company with multiple rude agent led by a rude manager. There were no racial Slurs used, just F-Bombs due to the Catty unprofessional messages the Manager sent to my personal Phone. I haven't been so insulted and inconvenienced by a company since dealing with the *** during Covid. I've submitted screenshots of the phone conversation and the passive aggressive messages sent by the manager himself. Heavily rude and no sense of Urgency regarding retuning funds for failure to render service. They also processed the Payment for themselves AFTER they failed to make a Proper reservation at the Lab and AFTER they told me they broke our contract and AFTER I told them return the funds since you cannot keep the contract. There was no Charge until AFTER I informed them I wanted a refund. At Which point they insisted I wait for a new reservation and I repeatedly refused. Any potential customers Beware.. only AFTER I submitted a BBB report did the refund finally be processed in seconds... it does NOT take 3 hours to process a refund... they ONLY did so when I submitted my BBB report. Thank you BBB for keeping these companies Honest.. many of us would be *** and forced to take justice into our own hands were it not for your professional Mediation of business transactions. 
  
  Choice DNA Testing is NOT A LAB.. they are a call center that over charges you for booking reservations you can Book on your own for $399-$450.. They Charge you $500, recieve discounts as a customer forwarding company and skim the top for themselves. As I Said before do NOT use these people.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the end of February, 2023 I contacted this company about a **** DNA test, the test was scheduled on for February 28th. My son and his girlfriend arrived for the test and the lab said they had no knowledge of the test I contacted the company and after a long discussion it was told to me that this is a third party and they are not actually a testing facility (this was verified when I contacted AABB and found they are not accredited with this company). I was told they would refund my money ($697.50) by two different people (******* and *****) (I have text and emails to prove it). I even called the morning of the test date and spoke with ******** (who is apparently the owner/CEO) who when I asked to speak with a manager told me none were available. This company is a fraud and rip off. I called today to find out that ***** no longer works there, ******** transferred me to some person (supposedly ********) who told me she would contact accounting to have them put in the refund and she would either email me or call me by close of business and she did not do either. I have text messages and emails proving they stated they would refund my money. I also have proof from AABB who states that Choice DNA is not an accredited lab with them as of the time of my testing request. They are not honest people and at this point I honestly believe they scam people out of their hard earned money. I want my money back as I was told I would get it back. I do have a voice recording of my conversation with the company today as well.

  

  Business response

  06/09/2023

  Good Day, ******** here, Director of Operations with Choice DNA Laboratory. Thanks for the emails, phone calls, and other recent methods of communication with my team. Your screenshot shows that Choice DNA Laboratory is a TPA that uses one of the country's largest DNA testing companies for laboratory testing. Visit aabb.org for a full list of testing laboratories. You'll find DDC listed a number of times as an accredited lab. It looks like you submitted a question to the **** for a company named CHOICE LABS, that's not our company. Our company is Choice DNA Laboratory LLC. Attached is the first **** certificate I've obtained, dating back to nearly a decade of exposure and experience with **** practices and testing procedures. Our goal is full transparency and satisfaction. My records show you have been issued a full refund to compensate for any inconvenience and misunderstandings. Please let me know if you have any additional questions or concerns. We thank you for bringing these concerns to our attention. This will aid us in better assisting our customers in the future. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The lab advised they would be able to set up a lab draw at a local facility and when I arrived at the schedule appointment time that Choice set up the facility advised that Choice did not send anything. This facility also advised that despite Choice contracting with them that they have no way of contacting Choice to resolve the issue and I need to contact them myself. I call Choice and speak to a customer service representative who immediately was rude and cut me off several times when trying to explain and then finally advised that the materials were still in transit. I asked how to reschedule in a way that Choice ensures the materials are ready, the rep starts literally shouting at me on the phone advising that Choice has no responsibility or capability to ensure that the materials needed to to the correct lab work are available at the time that CHOICE set up. This customer service representative then tells me "call back in two hours and speak to a manager" and hangs up on me. Then this customer service representative goes further and calls the person that paid for the test and tells them that I said I wanted to speak to manager, which I did not. Some lab manager calls me an hour later and advises that she called the the local facility and they have the tubes on site but at that point I had left given her customer service representative had hung up on me after shouting at me to call back in two hours. I advised her at this point I do not want to use Choice at all after the experience and that I want a refund which she agreed to. Choice has yet to refund and has not responded to emails I have sent regarding their inexcusable customer service. My partner called and ********************** is stating they are denying the refund. Choice DNA is charging for a service they did not provide.

  

  Business response

  03/01/2023

  Good day ***************************************,

  
  

  We apologize for any confusion regarding your refund request. We have reviewed your complaint and our records, 

  and we regret to inform you that we cannot provide you with a refund at this time.

  
  

  We understand that there was a miscommunication between our company and the local facility regarding the supplies needed for the lab work. After speaking with the facility we were notified that they did indeed have supplies for your appointment. We are actively working to improve our communication procedures to prevent this from happening in the future. However, our policy states that no refunds shall be issued once DNA testing 

  supplies have been shipped.

  
  

  We understand your frustration and would like to make things right. We would like to offer you a credit towards a future service with our company, or a discount on a future purchase. We value your business and hope to have the opportunity to serve you better in the future.

  
  

  Please let us know if this is an acceptable solution, or if there is anything else we can do to resolve this issue.

  
  

  Sincerely,

  Choice DNA Laboratory LLC

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a grandparent dna test on 11/4/22. The test was inconclusive and I was told after the inconclusive test that I needed to submit my dna as well. I submitted my dna on 11/15. I didnt get the final results until 12/1 after several calls. The test was still inconclusive with a 7 to 1 ratio. I dont know what that ratio means. I called back and spoke to one person that said 7 to 1 means they are related but didnt know why it said inconclusive as well. I was transferred to someone else that still didnt explain the results just suggested adding more people to the test. I believe that I was scammed out of my money. The results shouldve been in a percentage that someone can understand or someone shouldve been able to fully explain the results to me.

  

  Business response

  12/13/2022

  Good day, our company prides ourselves on integrity and we apologize you did not have an amazing DNA experience with our company. However, we do not take your concerns lightly and I emailed the lab's PHD that signed your results to provide you with an explanation. The explanation is as follows:

  An inconclusive result means that the data is not sufficient to support or refute the alleged biological relationship.  Statistically, these tests produce what is called likelihood ratios- the likelihood of observing the data if the alleged relationship exists, here the likelihood of observing the data if the tested alleged grandmother is a biological grandparent of the child, versus the likelihood observing the data if the alleged grandparent is unrelated to the child.  

  The threshold required as evidence in support of this relationship is 10 to 1.  In this case, as in every case, the likelihood ratio is based on the actual DNA profiles of the tested individuals.  Although including the known parent in the analysis often results in conclusive DNA profile results, in this instance, the likelihood ratio obtained was less than the threshold of 10, despite our testing an extended set of DNA markers at no cost in an attempt to obtain conclusive results.  As mentioned in the report, inclusion of additional family members, especially the alleged paternal grandfather, at this point may lead to a more definitive conclusion.

  Finally, we appreciate that you brought  this situation to our attention and hope this can bring some closure in your mind. Thank you in advance for taking your time to review this response from our company. If you have any further questions please feel free to call me at ************ and ask for ***************** 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DNA samples were taking from me *** my partner for a non invasive Paternity Test which cost ***** out of pocket. ***** of payment was paid . I was told in writing that my results would be availble within 3-7 business days After the Seventh Business I was not contacted or given results. I then called requesting an update. The office manager said " your results just came in" there were no results . She said I needed to test again. As I did not understand I asked to speak to a Supervisor. I spoke to somone by the name of ************************* who verified that There was not enough Fetas DNA to determine Paternity and I needed to wait two weeks to test again. I resquested a refund due to time frame and descrepancy I was told from ***** that he would resquest from Upper Managment After sometime went by I called requesting and update on refund. I was then told to file a dispute with paypal and that funds were not yet approved to be refunded by upper management Concerned I asked why would I make a claim with ******* with DNA Choice has not approved refund I was then told it was a suggestion. I then asked who is in charge I can speak with. Ibwas told somone would contact me from billing..this has not happened I called back and was told again that my concerns need to be met with ****************** I requested a email or phone number and was given the support email that I already emailed pending response. Id like to report and notate my concerns in any event this is common...please advise

  

  Business response

  07/27/2022

  Good day, our refund policy is as follows: 

  Refunds may be considered at the discretion of Choice DNA Laboratory and may be subject to administrative and handling fees. Partial payments and deposits are non-refundable. If a payment is made in full and then the appointment is later canceled it will be subjected to a $25 cancellation fee for after birth DNA testing and a $200 non-refundable cancellation fee for non-invasive before birth prenatal testing. No refunds shall be issued if Services have been completed or if your DNA kit or supplies have been shipped. No refund shall be issued if cancellation of services is made more than 48 hours after payment. All DNA testing services have an estimated completion time listed online and can scientifically never be precise. Results are often finished earlier than expected but can exceed estimated expectations. Once testing is initiated, no refunds will be issued.

  Good day, your complaint just came to my attention. I am so sorry about the outcome of your test. At Choice we try to provide the highest quality of service to our clients. However, some situations are out of our control. For example, if there is not enough fetal DNA in your system that is something we could not foresee. This is a newer test and they will not just give you any made up results. The lab wanted you to wait two weeks in order for more fetal DNA to be present in your system. I will be willing to listen to you if you would like to reach out to me. I want you to know we do not want to cause you any headaches or misfortune, we truly would like to be a part of the solution.  I can be reached at ************ and my name is *******************************.. Thank you in advance and have a great DNA day. 
  

  
  

  Customer response

  08/08/2022

   I am rejecting this response because:
  Consumer took DNA collections from me and partner for non invasive paternity services. Services were not complete and I requested a refund . After I spoke with someone I was told to file dispute with ******. I filed a complaint with BBB (********) . The business responded and left a number of someone by the name of ******** I have been calling attempting to resolve issue however I have not been answered to. DNA choice sent me a partial refund in the amount of 500 dollars however i have them **** dollars. I was outreached with a apology regarding DNA sampling however its much more than that. My DNA was stolen from me and my partner without any physical results of documents stating results or services not to mention my Personal health information was broadcasting during a response on ****** review. I also was blocked from responding to response . No contact has been made from DNA choice to resolve my compliant. What is concerning is the fact that I was told; suggested, to file a dispute with ****** after I gave my money to DNA choice willingly. Id like a rule refund
  
  

  

  Business response

  08/08/2022

  "Dear *****,
  
  Our mission at Choice DNA is to provide customers with the best DNA testing experience, and walk them from beginning to end with ease at the best prices. We take these matters to heart and sincerely apologize about your experience, and would like to add some clarity to your complaint.
  
  We offer our **** Test at $1,495.00; however, per our records you requested the payment plan option which increased the price to $1,600.00 and offered you more time to pay your balance.
  
  We understand you went in for your collection on Tuesday, July 12th. Results take an estimated time-frame of 3-7 business days, not including weekends, and the actual turnaround time is on a case by case basis depending on the amount of free floating fetal DNA in the mother's blood. Because every pregnancy is unique, it is impossible to provide you with an exact date for results from the beginning. Four business days later; however, on Monday, July 18th, the lab informed us that they were requesting a recollection for you due to low free floating fetal DNA in the sample provided. This simply meant, there was not enough of the fetal DNA in your bloodstream at time of collection for us to provide a conclusive answer. Although not often, recollections due to low free floating fetal DNA are possible, and impossible to completely avoid. The lab recommends waiting at least two weeks from the time of the notice for a recollection to mitigate the chances of another recollection; however, you were always welcomed to come in earlier at your discretion. We did in fact emailed you right away about the notice, and awaited your response. Your recollection was scheduled for Wednesday, July 20th; and everything was prepared for your collection. It seems like you messaged to cancel your appointment shortly before the scheduled time; however.
  
  In your response, you mentioned your DNA was "stolen." We would like to clarify both you and your partner fully willingly provided consent for us to test your samples. Both, you and your partner, signed the Chain of Custody and Terms and Services form.
  
  Although recollections due to low free floating fetal DNA are no one's fault, we understand they present an inconvenience to both you and your partner. We take these inconveniences seriously, and our focus is on addressing this matter in the best way for the both of you. Although we would love to continue assisting you with your DNA testing process, and get you recollected, we approved a refund of all but $200.00 back to the original method of payment, for the associated fees with the initial processing of collection and testing. 

  Attached are the willful signatures and forms completed by the customer to process their DNA. No one's DNA was stolen.
  
  We're sad to see you go, but we wish you and your partner the best with your pregnancy." 

  Customer response

  08/10/2022

   I am rejecting this response because services were not completed . I was not aware of anything ; results until I kept  calling myself after the 3-7 full business days. I still dont have any physical documents stating any lab work  or results if any. I paid **** and was only given back 500 . I would like a full refund or the next step would be small claims court .
  
  
  

  

  Business response

  11/05/2022

  Thanks so much for the response. We are sorry to hear that you rejected our response. I've attached a photo of the blood tubes and cheek swabs taken at the time of the collection. For the protection of the patient, we have not attached any other private case information or documentation. Please don't hesitate to reach out with any other questions or concerns. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 12th 2022 me and my fianc came in for a dna test after paying the initial fees of $1200.00 they said it would take 3 to 5 business days not only did we never receive the lab results but I was also told I cannot receive a refund .. even tho we never received results .. the receptionist I spoke to today was very rude by telling me the company NEVER REFUNDS ANY PAYMENTS MADE . And to reach out to my bank to reverse fees which seems like fraud .. this is robbery . Bad business practices and this company needs to do what the customers pay them to do and if not at least give us our money back .

  

  Business response

  08/05/2022

  This has been responded to via a separately complaint the family submitted through the same BBB platform. 

  Good Day,

  I am so sorry about the outcome of your test. At Choice we try to provide the highest quality of service to our clients. However, some situations are out of our control. For example, if there is not enough fetal DNA in your system that is something we could not foresee. This is a newer test and they will not just give you any made up results. The lab wanted you to wait two weeks in order for more fetal DNA to be present in your system. I will be willing to listen to you if you would like to reach out to me. I want you to know we do not want to cause you any headaches or misfortune, we truly would like to be a part of the solution.  
  
  Here is a copy of our refund policy: 
   
  Refunds may be considered at the discretion of Choice DNA Laboratory and may be subject to administrative and handling fees. Partial payments and deposits are non-refundable. If a payment is made in full and then the appointment is later canceled it will be subjected to a $25 cancellation fee for after birth DNA testing and a $200 non-refundable cancellation fee for non-invasive before birth prenatal testing. No refunds shall be issued if Services have been completed or if your DNA kit or supplies have been shipped. No refund shall be issued if cancellation of services is made more than 48 hours after payment. All DNA testing services have an estimated completion time listed online and can scientifically never be precise. Results are often finished earlier than expected but can exceed estimated expectations. Once testing is initiated, no refunds will be issued.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a kit because I wanted to do a full sibling dna test between my children. I sent off their swabs as well as mine. I marked on it what I wanted and the checked the part that asked if they shared the same mom. Yes they do. On June 15th The first results there was a mix up and the test was done wrong they didn't use my swab and the test results said it was inconclusive that they were siblings and that either myself (mom) or another Relative needed to be tested because they didnt use my swabs the first time.I was told they would run the test again using my swabs as well. I was informed because I live in NY that normally they couldn't do it because ny requires a prescription I didn't know that when I purchased the test. On 6/22 I was then told a new kit would be sent to me. When I called and emailed about that kit. I was sent someone Else's Tests Results and Information twice. I called to notify them and they apologized. I was told that I needed to swab myself and mail it off. (Using regular q-tips)That my children's swabs were already there so they would just need mine for a new test they sent me a label to ship it off and I swabed and shipped. They received my swabs on 6/28 and I waited. I was told because of the holiday my results would be released to me on the 5th of July. I called the 5th of July and was told the lab would not release my results because I live in NY and didn't have a prescription. I was then told they would have my swabs sent back to them and then sent off to another lab for my test to be done now I believe for a third time. On 7/8 I was told my labs were being sent back to them that day. I called to find out an update and was told someone would call me back. On 7/13 I inquired about my labs and was told that they are still waiting for my labs and that there hands are tied until they receive them back. On 7/15 on month since receiving my first results . I emailed about and update and this time I got no response.

  

  Business response

  07/29/2022

  Good day, your complaint just came to my attention. I am so sorry about the outcome of your test. At Choice we try to provide the highest quality of service to our clients. However, some situations are out of our control. For example, if there is not enough fetal DNA in your system that is something we could not foresee. This is a newer test and they will not just give you any made up results. The lab wanted you to wait two weeks in order for more fetal DNA to be present in your system. I will be willing to listen to you if you would like to reach out to me. I want you to know we do not want to cause you any headaches or misfortune, we truly would like to be a part of the solution.  

  Our refund policy is as follows: 

   

  Refunds may be considered at the discretion of Choice DNA Laboratory and may be subject to administrative and handling fees. Partial payments and deposits are non-refundable. If a payment is made in full and then the appointment is later canceled it will be subjected to a $25 cancellation fee for after birth DNA testing and a $200 non-refundable cancellation fee for non-invasive before birth prenatal testing. No refunds shall be issued if Services have been completed or if your DNA kit or supplies have been shipped. No refund shall be issued if cancellation of services is made more than 48 hours after payment. All DNA testing services have an estimated completion time listed online and can scientifically never be precise. Results are often finished earlier than expected but can exceed estimated expectations. Once testing is initiated, no refunds will be issued.
  

  Customer response

  07/29/2022

   I am rejecting this response because:
  
  
  

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