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Family Tree DNA
- Business Services
- Houston, TX
About this business
This company provides DNA test for genealogy, and ancestry, paternity, immigration, medical diagnostics and research.
Location details
1445 North Loop West, Ste 820, Houston, TX, 77008, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:00 a.m. to 5:00 p.m. | |
| Tue | 8:00 a.m. to 5:00 p.m. | |
| Wed | 8:00 a.m. to 5:00 p.m. | |
| Thu | 8:00 a.m. to 5:00 p.m. | |
| Fri | 8:00 a.m. to 5:00 p.m. | |
| Sat | Closed | |
| Sun | Closed |
My wife and I took advantage of a sale in August, 2017 that offered two dna test kits at a reduced price. We paid $163.90 for the two kits and filled out the information for each of us. When we received the kits, both kits had my wife's and the same identification number on them. When we called the company and explained that there should have been one kit for each of us, instead of two for my wife, we were instructed us to change the name on one of the kits and the last number of the identification number so they would be co... read more
Business response:
I've reviewed the written information surrounding your complaint and spoke with the Customer Service supervisor that assisted. In this description of the events, you didn't mention that you and your wife sent the samples were sent back to us in three packages, received at different times, one of them after the other two had been sent to the lab. We contacted you to be sure that three people had not been swabbed on two order numbers, which you told us was not the case. We didn't send samples anywhere for the hurricane, and no... read more
I bought 2 tests on familytreedna, at that time they had sales. So i decided myself for family finder and mtdna, and they charged me but told me I had only bought one of the 2. The worse is trying to contact them to see what went wrong with them? But there is the problem, I can never reach them. The "how can I help you page" does not list any "misunderstanding" or any other politically correct word that would do to deal with that. But anyway, I tried under other topics, it would never send anything. I can clic on submit, of ... read more
Business response:
We apologize that you had difficulty using our contact form. We have replied to over 6000 tickets this month alone, so the interface does work for most people; we are not sure why it would not work for you. However, we were able to find the email you sent and have responded to it. We are open until 4:30 PM Central so you would have plenty of time to call us during waking hours if you choose to do so, and our agents are trained to determine what you need and help you as quickly as possible while maintaining a friendly, respec... read more
Paid for Y-DNA test and wanted to determine, as they advertise, my father's ethnic group. All they provided was a bunch of number "mumbo jumbo" and a map of arrows out of Africa and Europe. I think I am part Hispanic and Euopean, but not as a result of this test. Total waste of money and time. Don't be fooled as I was. And their offer to upgrade at a discount is a scam. The price is same as if I had started with the "family finder" .
Business response:
We apologize for any confusion regarding the results of your ***** testing. Our advertising for ***** says: -Explore direct paternal line & ancestral origins -Uncover paternal heritage going back to Africa -Trace male ancestors’ ancient migration paths Because it is only a single ancestral line, and because ***** doesn't recombine, or mix together, with ancestors along the way, it can't give ethnic percentages, only a migration path and point of origin as the quote from the front page of our website says. Your results do con... read more
Very confusing and misleading website, and NOT user friendly. I uploaded my DNA results from another and got "Nothing" other than a kit number. In other words, they want you to purchase a "test." I have already done both Ancestry and '23 and me" to validate each other and will not pay again. If there is an advantage to their mtDNA test, I did NOT find that advantage indicated. Website is NOT user-friendly, and this morning's email gave INCORRECT information about resetting the password. The email referred to the "Left side" ... read more
Business response:
We're sorry to hear that you found the free transfer process confusing. You did receive free matches the day you uploaded your file and are under no obligation to purchase anything, though we do have a suggestion about purchasing mtDNA which, when you click the "learn more" text, takes you to a page that indicates, among other things, that mtDNA traces maternal ancestry because it passes from mother to child almost unchanged. While there is a path to change the password by clicking on the profile on the right side of the das... read more
I don't understand the change from the original My Origins to My Origins 2.0. Mom is 100% German, dad is Irish and Scottish. My Origins showed German and French ancestry but nothing from Ireland or Scotland. My Origins 2.0 indicated British Isles but all of the German heritage was gone. How can this be accurate? How can their testing be accurate when it varies so much? I wish I never spent the money. I know less now than before I sent my kit. The only thing I learned was not to rely on Famke Tree DNA.
Business response:
We apologize for any confusion or frustration you've experienced with the update in myOrigins. Along with updating the algorithm, we also updated and increased the number of population clusters that are included to better refine results. In some cases, that means testers previously matched to one population are now matched to one or more different one. However, because of your concern, we will have our team review the results for you and will notify you via email about the outcome of that review.
Did the "Family Finder" test in 2015, result came back- they made sense as I already knew and had direct documentation for a lot of my genetic background. Went back to look at my results again last week to show my son and large significant portions are missing from my "map". Example: my grandfather is a 1st generation Italian immigrant, with his family documented at Ellis Island. We have documented lineage going all the way back to the mid-1700s and on my original map, it shows the Italian connection but now, there is no Ita... read more
Business response:
We apologize for any confusion the update to myOrigins may have caused. If you have questions or concerns about the changes to your results, please contact us groups @ ftdna .com and include your kit number. Please note that the changes were to the reference populations and algorithm, so they did not require a rerun of the sample, only of the digital results file. Since biogeographical analysis is still in its formative stages, most companies update their algorithm and populations periodically. Those updates do not indicate ... read more
My experience interacting with FTDNA's Helpdesk has been very negative. I purchased what the company calls a 'Factoid' test, in this case to find out my results for genetic markers associated with longevity. I received the results online, but they way they are presented, it is impossible to know to which specific marker (there are seven of them) they refer. The presentation of results is in three columns for, from left to right, markers, (possible) results, and meaning of results. Ome's results are shaded green and indicated... read more
Business response:
We apologize for any inconvenience or frustration you experienced. While it's true we are not positioned to offer detailed intepretation, that's not what you were requesting and we apologize that you did not get the information you sought from the beginning. We will examine the user interface for this product to see how we can better display the information for customers like yourself. Please let us know if we can further assist you.
I am totally satisfied with FTDNA. I contacted their Tech department once and they were very helpful and treated me with respect.
Business response:
Thank you for the feedback. We're glad you had a good experience. We will make sure to pass along your comments. Let us know if you need further assistance. We're happy to help.
As far as I can tell the DNA aspect of this company is good. The customer service aspect of this company is extremely poor. If you have any questions outside the scope of a customer service script FTDNA customer service department will not be able to offer you any CUSTOMER SERVICE at all. I had attempted to check on a kit due to some unusual occurrences (I manage multiple kits). I was concerned 1) about the integrity of the DNA 2) about the matches not downloading I could not get any of the CS reps to do any more than look a... read more
Business response:
We apologize for the frustration you've experienced with your order. While we have indeed experienced delays because of the high volume of sales we had over the holidays, you should have gotten better information about where in the process this kit is. We do have some new agents on the phones to help meet the call volume and we will definitely use your feedback to improve service. Please look for an email from us this afternoon with more information.
Frequently asked questions about Family Tree DNA
How is Family Tree DNA rated?
Family Tree DNA has a 3.3 star rating with 133 reviews.
When is Family Tree DNA open?
Family Tree DNA is closed now. It will open on Monday at 8:00 a.m.
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