Verified Company
We selected this service based on the glowing reviews and convenience of a mobile lab service. We should have looked elsewhere, however, from the first moment when their lack of communication sparked suspicions. They do not respond to inquiries submitted through their online forms or via email, and we were only able to connect with someone over the phone. We were able to have a representative come out next day, and the process was relatively smooth. We were told to expect results within 2 to 5 days...it is now 17 days since the representative, Eliot, came out and the only things we have received are many excuses and several broken promises. It has been extremely difficult to contact anyone from this company via email, text, or phone call. And when we finally heard back, it is one excuse after another why we haven't received our results. While we understand that there are situations that happen that are out of one's control, the lack of communication and the disrespect we feel are inexcusable. The due date for our results has been pushed back two or three times, each with a different excuse. We were then promised results by today, 8/7, or we would be refunded $100. Compensation we felt was fair and justified, which we were willing to accept. After several, unanswered phone calls today, we received a text that Eliot is unable to refund us due to his own personal financial situation. How does this make sense? Why is one person's own financial situation interfering with the money we paid to a COMPANY for a service? Our money should not go directly into one person's pockets and be used for personal bills, but for the fees directly associated with the lab service. This company is crooked and untrustworthy. We have disputed the charge with our financial institution and are seeking out a more trustworthy company that is worthy of our business. If you choose to go with this company, I sincerely hope you don't have a similar experience to what we have had, as I wouldn't wish this on anyone. Best of luck - you have been warned.
Reply from AZ DNA - Same Day DNA Paternity Test Collection
2024.12.08
Greetings Megan & Jason,
First, thank you for your feedback, and I sincerely apologize for your experience. As the company's owner, I take full responsibility for the issues you encountered and deeply regret the frustration and disappointment this situation has caused.
We have been in business for 19 years, and this incident does not reflect our standard practices or values. While I experienced an unexpected car accident totaling my car that disrupted our operations, I recognize that I have to ensure our clients' needs are met, regardless of circumstances. I failed to have adequate measures in place to handle such a situation, and for that, I sincerely apologize.
Regarding your specific situation, I want to clarify that while there were delays, your results were ultimately emailed to you, and you received the service free of charge after disputing the transaction with your card issuing bank. I understand that this does not undo the frustration you experienced, but I hope it demonstrates that we were committed to ensuring you received the promised results despite the setbacks.
I also want to inform you that I failed to communicate and quickly fulfill the refund promise. I am actively taking steps to improve our processes, including implementing a contingency plan for emergencies to ensure uninterrupted service and better communication with our clients.
Your experience is not typical of what we have accomplished and strive for, and I regret that this happened under my watch.
Thank you for bringing this to my attention and allowing us to learn from this situation.
-Eliot
First, thank you for your feedback, and I sincerely apologize for your experience. As the company's owner, I take full responsibility for the issues you encountered and deeply regret the frustration and disappointment this situation has caused.
We have been in business for 19 years, and this incident does not reflect our standard practices or values. While I experienced an unexpected car accident totaling my car that disrupted our operations, I recognize that I have to ensure our clients' needs are met, regardless of circumstances. I failed to have adequate measures in place to handle such a situation, and for that, I sincerely apologize.
Regarding your specific situation, I want to clarify that while there were delays, your results were ultimately emailed to you, and you received the service free of charge after disputing the transaction with your card issuing bank. I understand that this does not undo the frustration you experienced, but I hope it demonstrates that we were committed to ensuring you received the promised results despite the setbacks.
I also want to inform you that I failed to communicate and quickly fulfill the refund promise. I am actively taking steps to improve our processes, including implementing a contingency plan for emergencies to ensure uninterrupted service and better communication with our clients.
Your experience is not typical of what we have accomplished and strive for, and I regret that this happened under my watch.
Thank you for bringing this to my attention and allowing us to learn from this situation.
-Eliot
