Genex Diagnostics

Genex group is not Honest . They will send paper work and then say something else when you question them.Think brfore you talk to them .They only care for the company they are working for ..NOT YOU AT ALL GOOD LUCK

Complaint: [redacted] I am rejecting this response because:I called the businessI asked for a replacement test kit or refundTheir response was that I need to send them an additional 65$ to complete my testThey would only send me a retest kit if I paid them againThis is unsatisfactoryWhy would I pay them again when the first test was botched? They need to backup their product with a refund or replacement test kitAt this point, what evidence do I have that suggests they wont just take my money againI would pay them after a retest kit is sent and I get my final resultsBut they insist on the money up frontI still feel like ive been conned and I spent dollars for nothingTheir website says they have a return policy that I fill out a form forThey told me since my test was run they couldnt honor a returnSincerely, [redacted] ***

Dear Madam,Thank you very much for your message.While Wells Fargo claimed that no attempts were made for the refund, we have records that five attempts were made to issue the refund to you (Please see the logs attached): attempts on July 14, attempt on July 18, attempt on Aug 2, and attempt on Aug It is our merchant processor's policy that the refund must be issued to the original credit card used to place the order, and no refund can be issued for on-going chargeback requests.Our customers are our top priority and if anyone is not satisfied with our service, we would work hard to rectify the problem immediatelyWe would have liked to work with you on the refund initially but once the chargeback requests were filed, it would not be possible for us to process the refund.If you have any question regarding our services, please do not hesitate to contact us

We have reviewed this case (Revdex.com case # [redacted] ) in full detail All information below had full documentation and were available upon request.The client placed two orders:On July at 5:11pm PST, the client ordered a private DNA paternity test ( [redacted] , $USD in total) with the following comment:I am ordering two separate private in-home paternity test kits, for one-child, one-fatherplease do not combine or consider this a duplicate order; I am placing two different ordersthank you.On July at 8:09am PST, the client placed the second private DNA paternity test ( [redacted] , $USD in total) with the following comment:I am ordering two separate kits; please do not consider this a duplicate order; I am placing two different ordersthank you.On Jul at 4:09pm PST, the client called to cancel [redacted] The client was informed that the cancellation request would be processed within hours The client also signed, completed, and sent the cancellation form to us by Email As per our terms of service (also on the cancellation form), an administrative fee of $USD was required for cancellation.On Jul at 2:44pm PST, a refund of $USD was issued to the client’s credit card.On Jul 14, the client called our customer service and demanded full refund The client was told that our laboratory would waive the $USD as courtesy.On Jul and Jul 18, we attempted to issue a refund of $USD in a total of occasions (evidence available upon request) The refund requests were denied by our merchant processor due to an on-going chargeback request from the client The client was informed to contact the credit card company to first drop the chargeback request.On Aug 2, the client called and inquired about the remaining refund We attempted refund on Aug and Aug but failed because our merchant processor still claimed that there was an ongoing chargeback request (evidence available upon request).The laboratory has rendered service for this client in a professional manner We have explained to our client that our attempts to refund the $USD were denied by our merchant processor due to the ongoing chargeback request from the client We encourage the client to contact our laboratory by Email at [email protected] or by calling our toll-free number at 1-888-262-during our office hours (Monday to Friday 8am - 5pm PST) if she has any concerns.Thank you for bringing this matter to our attention, and we look forward to a resolution of this case

In response to Mr*** ***’s complaint, the DNA samples for the client's paternity test were received on February 1, and were sent to our laboratory for processing The DNA samples from the Child contain sufficient DNA and provided a full profile of DNA The DNA samples from
the Alleged Father were run multiple times as the samples did not contain sufficient DNA for the DNA testing After running multiple DNA tests on the Alleged Father’s samples, the laboratory had requested a recollection of DNA from the Alleged Father
On Feb 5, (Friday), an e-mail was sent to the client to request that the Alleged Father’s DNA to be recollectedIt was clarified to the client by e-mail on Feb 5, as to the reason why our laboratory is requested a recollection The client was given an option to choose to proceed with the recollection for a fee of US$or to have the results released as is
On Feb 6, (Saturday), the client emailed our laboratory stating: “*** *** date 02/06/I will accept results as isI hope this is finally enough information to receive my results.”
Our hours of operation are Monday to Friday from 8:00AM to 5:00PM Pacific Standard Time Emails sent after-hours will not be answered until the next business day The laboratory is closed on weekends and holidays Please note that Feb 8, (Monday) was a statutory holiday in British Columbia where the laboratory is located The client’s email was responded on Feb 9, 2016, and his results were released as is on Feb 9,
As such, according to our operating policy and protocol, we have fulfilled our contract with the client Refunds could not be granted as our laboratory completed testing on the samples submitted

Sent: Saturday, September 16, 8:AMSATURDAY 2017-09-16This company and the people there are JERKS!As mentioned, I also filed complaints with all of the companies Genex alleges to have credentials by on their website, along with this Revdex.com complaint and the claims with my banks against Genex
for full reimbursement of all charges paid including the original refund amount that was never refundedGenex gets zero dollars from me and my financial institutions ---Wells Fargo Bank and USAA Bank fully support their customers.I cannot imagine doing business with this company and trusting Genex with DNA samples after the debacle they created with money.I appreciate all of your time and efforts.Gratefully,***

We have reviewed this case (Revdex.com case # [redacted]) in full detail.  All information below had full documentation and were available upon request.The client placed two orders:On July 2 at 5:11pm PST, the client ordered a private DNA paternity test ([redacted], $89 USD in total) with the following comment:I am ordering two separate private in-home paternity test kits, for one-child, one-father. please do not combine or consider this a duplicate order; I am placing two different orders. thank you.On July 3 at 8:09am PST, the client placed the second private DNA paternity test ([redacted], $150 USD in total) with the following comment:I am ordering two separate kits; please do not consider this a duplicate order; I am placing two different orders. thank you.On Jul 3 at 4:09pm PST, the client called to cancel [redacted].  The client was informed that the cancellation request would be processed within 24 hours.  The client also signed, completed, and sent the cancellation form to us by Email.  As per our terms of service (also on the cancellation form), an administrative fee of $35 USD was required for cancellation.On Jul 4 at 2:44pm PST, a refund of $115 USD was issued to the client’s credit card.On Jul 14, the client called our customer service and demanded full refund.  The client was told that our laboratory would waive the $35 USD as courtesy.On Jul 14 and Jul 18, we attempted to issue a refund of $35 USD in a total of 3 occasions (evidence available upon request).  The refund requests were denied by our merchant processor due to an on-going chargeback request from the client.  The client was informed to contact the credit card company to first drop the chargeback request.On Aug 2, the client called and inquired about the remaining refund.  We attempted refund on Aug 2 and Aug 7 but failed because our merchant processor still claimed that there was an ongoing chargeback request (evidence available upon request).The laboratory has rendered service for this client in a professional manner.  We have explained to our client that our attempts to refund the $35 USD were denied by our merchant processor due to the ongoing chargeback request from the client.  We encourage the client to contact our laboratory by Email at [email protected] or by calling our toll-free number at 1-888-262-2263 during our office hours (Monday to Friday 8am - 5pm PST) if she has any concerns.Thank you for bringing this matter to our attention, and we look forward to a resolution of this case.

Complaint: [redacted]
I am rejecting this response because: GENEX IS FULL OF IT. SEE ATTACHED.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:I called the business. I asked for a replacement test kit or refund. Their response was that I need to send them an additional 65$ to complete my test. They would only send me a retest kit if I paid them again. This is unsatisfactory. Why would I pay them again when the first test was botched? They need to backup their product with a refund or replacement test kit. At this point, what evidence do I have that suggests they wont just take my money again. I would pay them after a retest kit is sent and I get my final results. But they insist on the money up front. I still feel like ive been conned and I spent 89 dollars for nothing. Their website says they have a return policy that I fill out a form for. They told me since my test was run they couldnt honor a return. Sincerely,[redacted]

Dear Madam,Thank you very much for your message.While Wells Fargo claimed that no attempts were made for the refund, we have records that five attempts were made to issue the refund to you (Please see the logs attached): 2 attempts on July 14, 1 attempt on July 18, 1 attempt on Aug 2, and 1 attempt on Aug 7. It is our merchant processor's policy that the refund must be issued to the original credit card used to place the order, and no refund can be issued for on-going chargeback requests.Our customers are our top priority and if anyone is not satisfied with our service, we would work hard to rectify the problem immediately. We would have liked to work with you on the refund initially but once the chargeback requests were filed, it would not be possible for us to process the refund.If you have any question regarding our services, please do not hesitate to contact us.