MicroGenDXReviews of patients.microgendx.com

Reply from MicroGenDXSep 28, 2026

Hi Ozy Boy, we're sorry for the frustration. Our records note our CS team was in communication with you to get the release paperwork in order and that results were sent to the same email address on 9/21. Please check your spam or junk folder. If you can't find them, call us at 1-855-208-0019 or email [email protected] and we'll get you sorted out right away.

Reply from MicroGenDXSep 24, 2026

Hi Customer, thank you for your loyalty and for sharing this feedback. We apologize for the frustration and the delay in getting your results. We looked into this with our lab and Customer Service team. Unfortunately, your sample leaked in transit, which made testing impossible. Our team called and left a voicemail with the update, but we understand that message never reached you. We're sorry that communication gap happened, and we're reviewing our outreach process so something like this doesn't happen again. We'd like to make this right by sending a replacement. Please call our Customer Service team at 1-855-208-0019 so we can make this right. Thank you again for your patience, and please don't hesitate to reach out with any other concerns.

Reply from MicroGenDXJul 13, 2026

Hi Shannon, we checked our records and found only one instance of a call and that you had engaged with one of our service representatives. Could you call us at 1-855-208-0019 or [email protected] so we can understand what happened in more detail?

Reply from MicroGenDXMay 28, 2026

Hi there, thank you for your feedback. We're sorry to hear the collection process was unclear or concerning. To clarify, the SinusKEY collection instructions go through a rigorous internal and external review process and have been validated to consistently produce viable samples. We'd encourage you to call our Customer Service team at 1-855-208-0019 and they'll be happy to walk you through the process and answer any questions. We recognize that the kleenex method seem odd, but our internal validation testing showed that we receive higher bacterial loads from samples collected in this manner compared to typical nasopharyngeal swaps. Consider that most nasal swabs only come in contact with the inside of the nose, while blowing into a tissue can dislodge mucus and bacteria from your sinuses, providing a better sample that's more representaitve of the sinus. Combined with the reduced risk of self-harm when compared to self-collected nasopharyngeal swabs, we have elected to make this the preferred collection method for SinusKEY. As a point of reference, MicroGenDX holds CAP, CLIA, and CLEP certifications, independent regulatory and accreditation validations that ensure our testing meets or exceeds national and industry standards. We take the accuracy and integrity of our testing seriously and are confident in our methods. We encourage you to reach out and we hope we can restore your confidence in the process.

Reply from MicroGenDXMay 28, 2026

Hi James, thank you for your feedback. We apologize that accessing your results wasn't a smooth experience and we'd like to learn more about what occurred. Would you be open to speaking with our Customer Service team at 1-855-208-0019 to share your experience? Otherwise, we hope your results provided the answers you were looking for.

Reply from MicroGenDXMay 28, 2026

Hi Sarah, we sincerely apologize for the delay you experienced in receiving your results back in March. We respect how frustrating it was to have not had the complete report for your urologist appointment. Our lab does not process samples on Sundays, which may have impacted your turnaround time. We'd like to make this right, please reach out to our Customer Service team at 1-855-208-0019 if you haven't already and they can discuss options with you. We appreciate your patience.

Reply from MicroGenDXJan 29, 2026

Hello, I'm sorry to hear you encountered issues with your test. All our samples are shipped priority overnight to the lab, however if there is a delay the samples remain stable for an extended period of time. We are confident in the accuracy of your results, and we offer peer-to-peer consultations for your provider should they have questions. Please reach out to customer service and we’ll be glad to help!(855-208-0019)

Reply from MicroGenDXJun 3, 2026

Hi David, thank you for taking the time to share this detailed, honest feedback and for being a returning customer. We're glad that our testing has been valuable to your health journeys, but we sincerely apologize that our turnaround time has fallen short of our stated commitment on multiple occasions. We take this feedback seriously and will review how we communicate timelines to ensure they accurately reflect what patients and their providers can expect. We hope that despite the delay, your results were able to support the care you needed.