Blind Depot, The

Hello [redacted],I'm sorry you are having this experience. When you took the test you elected not to sign the [redacted]  Due to our privacy policy we are unable to show you any matches without your signature on that form. We offer an electronic version of the release form for your convenience....

 Due to our strict privacy policy, you will not see others information until you sign the [redacted]  The privacy policy states:"If the matching program finds a genetic match between you and another person in the database, and you have each signed the [redacted] Family Tree DNA will notify you via e-mail.If a genetic match is found between you and another individual who enters the library at some time in the future, both will be given the information that a potential match is in the database provided that BOTH of you have signed the[redacted] Only where both parties have signed the release form will we release contact information concerning the separate parties to the other party. In this way, all persons in the database will have the right to decide if they want to contact their genetic match(es)."We have a learning center provided free of charge for you to learn about your results and how to use them in your genealogy searches.  https://www.familytreedna.com/learn/We provide your online dashboard free of charge.  We do have advertisements for our tests that help individuals learn about our offerings.  If you would like to call during business hours we will be glad to have one of our Information Specialists help you understand how to use the tools in your dashboard.  Our phone number is [redacted]Thank youTom [redacted]Customer Support ManagerFamily Tree DNA

Dear Mr. [redacted],  We apologize for the difficulty you have had in contacting us. I had my assistant call you and work out a time to speak with you. If you have any questions or concerns, please feel free to contact me directly at [email protected] or 713-868-1438 x 2243.  Best...

Regards, Janine [redacted]Family Tree DNA

Thank you for your reply. We will delete your file and refund the $19. Both should be processed within 7-10 business days.  Best regards, Janine [redacted] Family Tree DNA

Hello [redacted]I'm sorry that you are not happy with the time it is taking for your mt Full Sequence test. Your test has not passed quality assurance.  We have an expected time frame that we publish online that says 6-8 weeks for this particular test.  However, when a sample does not...

get enough coverage for us to produce the results then we have to start all over again and there is added time to finish the process.  In your case the sample went through initial testing with no problem. We performed the next part of the test and it takes weeks. At that point, your sample was stopped at our Quality Control and we started over again from the beginning.  We inform you, as you noted in your complaint with the change in expected time frame.  I'm sorry you feel there is misleading advertising. DNA sequencing is a scientific process, which means a small percentage of tests require retesting. Unfortunately, your sample is in that group.  I met with the Lab Director on your sample and she is watching the current batch for your sample.  The results can not be rushed faster than it takes to complete the test correctly.  Our lab will not publish results until they are certain of their accuracy.I have sent a copy of your complaint to [redacted].I'm sorry but we will not be able to meet your request to email results as well as delays (& cause for delays) for all customers.  There are ethical considerations in sending results in email so we keep the results in a secure online dashboard that the customer can use to choose to download their results.  We do not email on delays because we put the estimates of times in the online dashboard.  We are able to update many more kits in a timely manner in an environment we control.  I will send your suggestion regarding emails for delays to the product development team.  I will continue to work with our lab to get your results.  Thank youTom R[redacted]Customer Support ManagerFamily Tree DNA

To the Revdex.com:
To appropriately place your business in the accurate category for Revdex.com reporting analysis, we request that you provide the following information.  Your company is welcome and encouraged to provide as many of the answers to the questions below but filling out the...

entire form is not necessary. It is not an all or nothing form, any information you are comfortable providing will assist us in updating your rating.
Please submit the ratings sheet SEPERATELY by mail, fax, or email.  Otherwise the entire response to the complaint and the ratings sheet are automatically included in the response and sent to the consumer.
Family Tree DNA   1445 N. Loop West, Suite # 820
Houston  TX  77008






Add to my information:


Used For:




# of Employees:





Reliability Report




# of Locations (see below):





Reliability Report




Business Scope:


___Local 1 Location
___Local Multiple Locations

___Regional
___National
___International
___Internet Only

Business Start Date-  Month:        Day:     Year:


Reliability Report




# of Customers on an annual basis:


___1-499

___500-49,999

___50,000-99,999

___100,000-999,999

___1,000,000 or more


Revdex.com Internal Use Only




Gross Annual Revenue:





Revdex.com Internal Use Only



Local - 1 Location-The business has only one location
Local - Multiple Locations -The business has more than one location in the State
Regional -  more than one location, in more than one State, but not in all of the USA
National - The business has more than one location in all or most of the USA
International - has a location both inside the USA. and a location in at least one other foreign country
Internet Only - The business only does business on the internet and has no store locations
DISCLAIMER:
By signing this document your company attests that this is true and accurate information.  The Revdex.com reserves the right to request validation of the above information at any time.   Please notify the Revdex.com immediately if any of the information changes in the future.
 



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Please complete this form and fax to the Revdex.com a 713.867.4947

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  I want to make sure we're actually talking about the same [redacted] where I purchased these test kits, Family Tree DNA(?).  The Family Tree DNA [redacted] has photos on it's [redacted] AND product page that clearly show boxed kits for the different dna tests. And honestly, I have to keep looking at the [redacted] because I find it impossible to believe that no one has EVER drawn that conclusion based on the [redacted] that were chosen to represent the tests, which happen to be a photo of a boxed dna kit.  I've had four people look at the [redacted] and they all came to the same conclusion, the boxed items shown are what they expect to receive when they place an order- basic online commerce. These are people who shop online frequently like myself and generally have NO issues what so ever differentiating between actual items being advertised and an "icon" meant to represent something else. Calling it an "icon" doesn't negate the fact that it's completely misleading to consumers because the images I'm referring to are clearly photos of what appear to be boxed kits. There are two types of "icons" on the [redacted]. One is just the images of the test names and the other are "icons" of what appear to be boxed kits for the different dna tests. There is NO disclaimer listed either, for example  "please note these images are for visual representation purposes only and do no represent the actual item you will receive ".  Had the "icons" of the boxed items NOT been on the [redacted] then we wouldn't be having this conversation, and I could see not refunding the shipping charges since there wouldn't have been anything to shape my expectation of what I was ordering . But when I purchased an item online and agreed to those shipping charges based on the photos your company used to represent it, and there is NO disclaimer listed that indicates this isn't what I'm actually ordering, then no this isn't a situation where a company should get to keep $12.95 shipping for each kit. Especially since I wouldn't have placed the order had I been fully aware so I could make an informed decision. Please verify that the full refund includes the $12.95 shipping cost per kit that was charged. Thank you.
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 as long as I do receive a refund as promised.  I believe going through you has definately helped get a response and resolution to this situation that I was getting nowhere with on my own.  Thank you.

Ms. [redacted], I did not say the refund would take 1 to 2 billing cycles to POST to your account.I said, ""The $19 refund was issued on our end on October 31st. I've attached a receipt for the refund. The financial institution should be able to verify the transaction but it may take 1 to 2 billing cycles for it to be seen on the monthly statement." We issued a refund to a [redacted] ending in [redacted] on October 31. Since you say it was  your checking account, I'm assuming that was your debit card. You should be able to call your bank to verify the transaction.Attached is a copy of the transaction details. There is nothing else we can do in this situation. We issued the refund, it's up to your bank to apply it to your account. If your bank would like to contact us about this refund we are more than happy to speak to them about it. I assure you, we have no reason not to issue you a $19 refund if for no other reason than to ensure you no longer need to contact us about this. We have not been deceptive at all in this case - you misunderstood the product and thought you could pay $19 to get a test that we have sale-priced at $59 right now. We delivered the results we promised for the FREE portion of the transfer, and we delivered the results for the part you paid $19 for. We issued a refund for the amount and at the time we told you we would and have provided documentation of that transaction. We have done our part and have no way of reviewing your bank account to be sure you got those funds. We have been completely up-front and even waived our refund policy to end this situation to your satisfaction.  Again, if you would like to have your bank contact us next week, we will be happy to go over the refund with them.

[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.  
I appreciate the timely response, thank you.

[redacted]  I apologize that your inquiry regarding your haplogroup and ancestral origins pages was not addressed properly with your initial inquiry. I also apologize that it was necessary for you to contact us at all.  I see that you do have Ancestral Origins listed for...

your [redacted], so that tells me that in all likelihood that's all the information available there. It may have changed from what you initially got with your results because of an update in our matching algorithm. However, you do have matches at the [redacted] so you should have haplogroup origin information there as well. That tells me there's some sort of glitch that's preventing those results from showing. I will report this to IT and do my best to get the fix expedited for you. I understand that you take your results and your genealogy seriously, and we're glad you do. We do, too. This should have been addressed when  you first wrote to us and I apologize that it was not. I will keep you posted on a fix for this issue. Please let me know if you have any questions or concerns by emailing me directly at [email protected].  Thank you for your patience in this matter.

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.  Sent: Friday, [redacted]Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] I did click on accept.

[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

Thank you for speaking with me today Ms. [redacted].  AGain, I apologize for the problem and I hope what we worked on over the phone will help to regenerate your confidence in Family Tree DNA.If you have further issues, please feel free to contact me.Thank youTom R[redacted]Customer Support Manager