Jean
BEWARE
BEWARE! I did the test looking specifically for BRCA results (without their knowledge as to why I did genetic testing). My test came back POSITIVE x2. Given my strong family history of breast cancer, I was referred to specialists. However, the week before my first appointment, my BRCA results disappeared from their website. Gone. Took days to reach a human, and even then I received just a generic cut-and-paste email that didn't make any sense to me. Long story short, they had some sort of error and failed to notify me (and presumably others) of the error. My repeat testing ELSEWHERE indicated that I have BRCA variants with uncertain significance and no known pathological variants [received results 4/10/25]. I wasted plenty of money thanks to their inaccurate testing and poor customer service. UPDATE: The point is that you gave inaccurate information then made no attempt to contact me to inform me that the information was inaccurate. I had to discover that myself and reach out to you. I should have received that information from you, and I dealt with your AI responses before reaching out to you on that Saturday. You were NOT the ones forthcoming with your mistake. And you both had a major mistake and failed to notify me about it. I maintain that the people using your service need to be aware that the data released to a person needs to be verified of its accuracy. UPDATE #2: I have accepted their offer to cancel my account and give me a full refund.
Response from Sequencing.comApr 11, 2025
Hi Jean - Thank you for sharing your experience. We’re genuinely sorry for the frustration this caused and understand how important this information is. I’d like to provide additional context to help ensure a clear and accurate understanding of what occurred. We take full responsibility for the initial report generation issue, which affected a small number of reports. The issue was quickly identified and resolved, and all impacted reports were regenerated and users notified. We’ve also implemented additional safeguards to ensure this does not happen again. As you noted, your follow-up testing elsewhere showed no pathogenic BRCA variants—results that are consistent with the regenerated report you received from us. After your report was regenerated to reflect accurate results, an email notification was immediately sent to you to alert you of the update. You accessed the regenerated report very shortly after it became available. If you didn’t see the email, it may have gone to your spam or junk folder. You first contacted us on Saturday, February 22 at 6:47am ET, and Ryan, a Senior Manager, responded the next day—Sunday, February 23 at 12:33pm ET. In his reply, he explained the issue, confirmed that your report had been updated, and offered support in case you had any questions. Our Customer Success team also followed up with you two additional times, from our official support address ([email protected]), to ensure you received the information and to offer further assistance. We did not receive a reply to any of those outreach attempts. If those emails didn’t reach your inbox, checking your spam or junk folders may explain why it appeared we had not responded or notified you. Our Customer Success team emailed you again yesterday to follow up, but we haven’t received a response. It’s possible our messages are still being missed or filtered into a spam folder, which may explain your concern that you hadn’t received notifications or responses from us. We remain fully committed to accuracy, transparency, and customer support. If there’s anything more we can assist with, our team is here to help.