I am one of the breeders mentioned in the original complaint above and I too have gotten runaround from Shelterwood Laboratories/DNA Diagnostics, more specifically from Ruben, Samuel and Sharolyn.
Though I did recently receive my DNA test results on 2 of my terriers, I had to spend months making phone call after phone call - all with the same response: "You will have your results by the end of the day" or "You will have your results by Friday." But months went by and I did not receive the results I had paid for.
Clearly, there was something that was preventing them from sending our results, yet no one would explain what was going on. I too was also told that the office staff were waiting for Dr. Melba Ketchum to "read" the results. Upon further internet searching, we found out that DNA Diagnostics was in the middle of a legal battle and that Dr. Ketchum had a reputation of not completing testing in a timely manner.
I was nothing but polite with everyone that I spoke with at Shelterwood and I was treated extremely rudely - including being hung up on when I insisted that I would be happy to wait on hold until Ruben had confirmed that my results had been emailed to me.
Shelterwood Laboratory cashed our checks in November of 2009. They had no problem taking our money and then were virtually impossible to reach via phone or email after they got our money. From November of 2009 through June of 2010, our group of breeders, who had all submitted testing together, followed up consistently with Shelterwood Laboratories and 3 of us are still waiting for our dog's DNA results.
Today, 6.14.2010, I called on behalf of my fellow breeders at least 2x an hour and not once did anyone at Shelterwood Laboratories pick up the phone. I also left a message with, again, no response.
Beware of this company! I would encourage anyone who is considering using them for animal DNA testing to be very wary and look for other options available to you.