Luminary Genetics

It seems they are severely understaffed or have issues with their processes. After receiving my PGT-A results, I requested the gender results. Luminary states that these results can take up to 2 weeks for them to send. This seems extreme when they already have the results in their system. Customer service is lacking. No one ever answers the phone.

Customer service is horrible. Most of the time they don’t answer their phones, but when they do, they have an attitude or refuse to answer questions. They just refer you back to your doctor. The amount of money anyone has to spend here, the customer service needs to be top tier. Women going through ivf wants to have an easier journey and this step was one of the most stressful. My doctor ordered PGT testing for me. Unfortunately, there was no portal or system that we could use to track the progress (as its an excruciating wait). So how else to get progress reports during the time? I called! I called to see the status as I was told 10-15 days. Unbeknownst to me, it was business days and not days in general. After finally contacting customer service by email (took them 3 days to respond), I

DO NOT USE THEM!!!!!! If you can go to another genetic company, please do so! I just used them for PGT-a testing. They do not answer your phone calls. They we suppose to charge my insurance but they never did because of that we had to pay the testing out of pocket, so we could get out results. We felt like its their M.O. They they had a case open but no one ever got back to me. I wish i could give them zero stars!

Horrible! Do not recommend! Horrible customer service. Left multiple messages for billing. Never received a call back. Called main customer service and they knew nothing. I mean nothing at all. Asked about their webinars that they require you to do before they release the results and she could not even tell me when they were or how to sign up for it. HORRIBLE! AVOID IF AT ALL POSSIBLE!

Amazing! Recommended! Great customer service. Didn’t leave billing messages. Received call backs. Called main customer service and they knew everything. I mean everything. Amazing webinars, very informative and helpful. AMAZING, HIGHLY RECOMMEND COMING BACK!