Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started our registry in 2010 for our 1st child then in 2014 for our 2nd child. We did not want to renew 3 years back for our first one and don’t want to renew for our 2 nd child as well now since she was paid ahead. We responded to the call received to pay and said we are not interested in continuing 3 years back and never heard back. When we received another call in few months we did the same and no call back. The business now claims that we should pay for last 3 years because they failed to call back and see there were issues in our account setup that is no auto pay for first child and no registration even for our 2nd child. They want to us to complete a registration 11 years later .
  
  This has yet to be the worst fraud. I asked to provide proof that they even have our child sample and they said we don’t do that.. when they don’t even have our child’s registration information and yet they were charging us ?
  
  We would like to close both accounts one is currently paid till January and one is 3 years unpaid because we called you to cancel and they never called back. We will not be paying any past payment because of your inability to follow up and have proper registration . Neither will be be signing any registration contract since you did not do proper sign up.
  
  Please proceed with the immediate closure of both accounts. If you are in possession of any biological samples belonging to our children, we request that you securely destroy them and confirm once this has been completed.

  

  Business Response

  Date: 06/24/2025

  We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients.  Every situation in which a storage payment is past due is different and like for other clients, we are ready to help find a resolution that will work for your family and still provide the opportunity for your family to maintain these stem cells for your use. Please either respond to the email sent from our finance team or return our call at your earliest convenience so we may review the information with you and come to a resolution.

  Customer Answer

  Date: 06/25/2025

  hi, CBR is asking me to pay for an account that they did not follow up to cancel . I had called to cancel and nobody called back 3 years ago. On top of it they had not even completed registration of my younger child proof attached in the email by their agent . They accepted payment from me for 11 years with no registration. They did not even provide proof that they even have my child’s cells. 
  

  I will not be paying for these cells anymore . Close my account and return my children’s  cells to me if you have them . If you do not have them then I guess I need to proceed differently and file a complaint with my credit card company. Since you have been taking payment from me for something you don’t have.

   

  Eshi

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up years ago after birth of children. All good until I tried to cancel with them over 4 months ago. Called multiple times and kept saying we will have someone contact you back. received nothing. Now here we are 4 months later and tried again. Spoke to a very nice young lady named Anastasia. She assured me she would email me the cancellation paper to sign....but still nothing. After reading over 40 other similar experiences on the internet from other customers I can see this is their obstructionist pattern for cancellations. Please assist in refund of most recent charge and cancellation of all future charges.

  

  Business Response

  Date: 06/20/2025

  We have received and reviewed your concerns in detail and are committed to coming to an amicable resolution. We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients. We confirm that your account and billing were terminated as of June 20th. You should have an email confirming the cancellation of the account.  We remain committed to providing you and all our CBR clients with the exceptional service and dedication that has established us as a leader in private newborn stem cell preservation. We appreciate your continued trust in us and look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the CBR family. 

• Initial Complaint

  Date:06/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2003, we banked our son Benjamen’s cord blood with Cord Blood Registry (CBR). We paid annual storage fees without issue until he turned 18. At that point, we called and spoke with a representative who assured us the account would be canceled per our request. We were told no further action was needed and never received any follow-up communication from CBR—no invoices, no renewal notices, no billing reminders.
  
  However, five years later, in 2025, we were shocked to receive a bill for $810 claiming we owed for three years of past storage fees and would be referred to collections. The invoice numbers provided (1595188, 1595189, 1595190, 1595191, and 3267906) look suspicious and appear to have been generated all at once, rather than over a period of regular billing.
  
  We believe this is a clerical or billing system error. We had clearly canceled the account by phone and received verbal confirmation. The lack of any communication over a five-year period supports our belief that the account was marked as closed. We are requesting a full correction of this error, closure of the account retroactive to the original cancellation request, and a written confirmation that no balance is due and no collections action will take place.

  

  Business Response

  Date: 06/20/2025

  We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients.  Every situation in which a storage payment is past due is different and like for other clients, we are ready to help find a resolution that will work for your family and still provide the opportunity for your family to maintain these stem cells for your use. Please either respond to the email sent from our finance team or return our call at your earliest convenience so we may review the information with you and come to a resolution.

• Initial Complaint

  Date:06/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested to cancel my account multiple times over the past four years. I have requested the paperwork which never gets sent, They keep telling me a cancellation specialist will call me back but no papers ever get sent and no one calls back. I just keep getting billed every year for storage, now up to about $800 that I refuse to pay. They keep telling me I need to pay my full balance before I can cancel, however I have been requesting to cancel the account and storage before I had a balance four years ago. They keep charging me annual storage every year. This is a scam. Doctors will never be able to access or use the stem cells stored. Buyer beware.

  

  Business Response

  Date: 06/13/2025

  We have received and reviewed your concerns in detail and are committed to coming to an amicable resolution. We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients. We confirm that an email with the termination paperwork was emailed on June 13th, 2025. We ask that you please review, sign, and return the termination paperwork so that we can properly close your account. We remain committed to providing you and all our CBR clients with the exceptional service and dedication that has established us as a leader in private newborn stem cell preservation. We appreciate your continued trust in us and look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the CBR family.

  Customer Answer

  Date: 06/17/2025

  The form CBR sent me is requiring I pay the balance BEFORE the account is cancelled. 
  I cannot proceed with canceling the account until I pay the balance. see form attached. 
  This means they are going to keep charging me an annual storage fee until I pay the current balance. 
  
  I have requested to close this account multiple times since 2020 but they kept billing me every year annual storage for a service I requested to cancel.
  Now they are saying I can’t close it until I pay - this This feels like a scam and a trap. I do not feel comfortable with the idea of  paying to cancel an account. I do not trust this company so I refuse to pay them anything. 
  

  

  Business Response

  Date: 06/18/2025

  We have received and reviewed your concerns in detail and are committed to coming to an amicable resolution. We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients. We confirm that your account and billing was terminated as of June 18th. You should have an email confirming the cancellation of the account.  We remain committed to providing you and all our CBR clients with the exceptional service and dedication that has established us as a leader in private newborn stem cell preservation. We appreciate your continued trust in us and look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the CBR family.

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing regarding my account, which has been active since 2005. I recently received an invoice for three years of storage via postal mail. According to the Client Service Agreement signed in 2005, my understanding was that the contract was for 18 years only. After this period, we had the option to either continue storage services or allow CBR to take possession of the sample.
  On May 21, 2025, I contacted CBR by phone and was informed that my name would be added to a callback list, with a wait time of approximately five days. I received a callback from a client advocacy specialist on June 4, 2025. This representative confirmed that many clients mistakenly believe the 18-year agreement eliminates their financial responsibility. She insisted that CBR sends invoices via email. However, I expressed my concern that these invoices may have been lost among hundreds of spam emails accumulated over the past 20+ years.
  The representative offered to discount my invoice by one year (2025-2026). I reviewed the Account Closure Form she emailed, which included options for Research and QC Training, but did not provide an option for destruction.
  According to my original Client Service Agreement, CBR stated that the agreement would expire after the child's 18th birthday, and CBR would retain rights to the sample after 60 days. The agreement also specifies that only the child has the authority to cancel the agreement. The original contract was for 18 years was $1740. I am not responsible for the $310 invoiced after the 18 year contract.
  I have reached out to the representative regarding the destruction option and am currently awaiting a response. My goal is to achieve closure and request the destruction of the sample.

  

  Business Response

  Date: 06/13/2025

  We have received and reviewed your concerns in detail and are committed to coming to an amicable resolution. We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients. We confirm that an email with the Destruction paperwork was emailed on June 10th, 2025. We ask that you please review, sign, and return the paperwork so that we can properly close your account. We remain committed to providing you and all our CBR clients with the exceptional service and dedication that has established us as a leader in private newborn stem cell preservation. We appreciate your continued trust in us and look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the CBR family.    

  Customer Answer

  Date: 06/15/2025

  The account closure and sample destruction form has been signed returned to CBR. They did not address my concern with the account balance. My correspondence is attached. 

  

  Business Response

  Date: 06/20/2025

  We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients.  Every situation in which a storage payment is past due is different and like for other clients, we are ready to help find a resolution that will work for your family and still provide the opportunity for your family to maintain these stem cells for your use. Please respond to the email sent from our Finance Manager at your earliest convenience so we may review the information with you and come to a resolution. 

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What happened
  • 25 Dec 2019 – received CBR email offering a Lifetime Storage Plan (66 % savings).
  • Jan 2020 – accepted the offer and paid.
  • 2020-2024 – I no longer received invoices. CBR’s own ledger shows no annual invoices, consistent with a prepaid-lifetime contract.
  • Jan 2025 – CBR issued a new yearly invoice and now claims “no record of payment” for the lifetime option unless I produce the bank statement.
  
  
  Why it’s wrong
  Under SOX §§802/404 and PCI-DSS 10.7 CBR, not the customer, must retain payment logs = 7 years.
  The five-year billing hiatus itself proves the Lifetime flag was set. CBR has not provided an alternative explanation of why would they not charge in the 2020-2024 period.
  
  Resolution requested
  1. Withdraw the 2025 invoice and reinstate Lifetime Storage (balance $0).
  2. Email me the merchant acquirer reference for the Jan 2020 payment if it can be found, or alternative written statement.
  
  • Attachments:
  – promo email (PDF) – CBR ledger screenshot (showing 2020-24 gap) – recent email thread.

  

  Business Response

  Date: 06/10/2025

  We appreciate you bringing your concerns to our attention and want to assure you that we have reviewed them thoroughly. We recognize the critical importance of stem cells and are fully committed to supporting our clients with the highest level of care and responsiveness.
  Our Collections Specialist has reached out to you directly to help resolve the ongoing invoice issues. We kindly ask that you respond to their communication at your earliest convenience so we can work together toward a timely and amicable resolution.

  Customer Answer

  Date: 06/14/2025

  Company still hasn’t supplied the required payment or audit-trail records, nor withdrawn the disputed 2025 invoice.

  Even in the absence of payment record they need to accept that the reason they did not charge for 5 years is because the account was flagged as "lifetime".

  Therefore the matter is unresolved.

   

  

  Business Response

  Date: 06/20/2025

  We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients.  Every situation in which a storage payment is past due is different and like for other clients, we are ready to help find a resolution that will work for your family and still provide the opportunity for your family to maintain these stem cells for your use. Information has been sent to you in regards to your concerns and we are awaiting your response.

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have been trying extremely hard to cancel services and donate our cord blood with CBR, and they have been incredibly unresponsive, obstructionist, and generally unhelpful through the entire process. My wife has called them on the phone at least four times, often not getting anyone to answer, and when she does they just complain about being super busy and promise to get a "cancellation specialist" to call back later, which they never do. She initially called on 5/12/2025 and was told all agents were busy and someone would call back within 72 hours. She did not receive a callback, so called again on 5/19/2025 and was told all agents were still busy and my request would be expedited but was not given a timeline. She sent an email on 5/19/2025 that explicitly state in writing our wish to cancel services. Well, on 5/26/2025 we were charged another $410 for another year of storage despite our explicit stated wish to cancel. She has since followed up again by email but I doubt we are going to receive a response. New parents - please don't sign up for this service unless you are prepared to spend gobs of money every year without ever being able to cancel without extreme effort!

  

  Business Response

  Date: 05/30/2025

  We have carefully reviewed your concerns and are dedicated to reaching an amicable resolution. We recognize the importance of stem cells and take every measure to ensure we meet the needs of all our clients. We would like to confirm that an email containing the termination paperwork was sent on May 29, 2025. We kindly ask that you review, sign, and return this paperwork so we can properly close your account. Our commitment to providing exceptional service to you and all our CBR clients remains strong, which has established us as a leader in private newborn stem cell preservation. Thank you for your continued trust in us. We look forward to partnering with you in the future of stem cell science. 

  Customer Answer

  Date: 06/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23394344, and find that this resolution would be satisfactory to me. I submitted the cancellation document, received notification of refund and cancellation, and confirmed the charge was refunded to my credit card. Thank you for facilitating prompt response by the business.

  
  
  Regards,
  
  
  
  Nicholas Clyde
  
  
  
   
  

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received multiple emails from CBR notifying me of an invoice for a service that I have not requested (continuation of cord blood storage beyond the prepaid period). I have attempted to reach back via the phone numbers provided as well as over email, I the business is making it impossible to reach a resolution, claiming that (a) my voice mails have not been received, (b) stating the the regular customer service line agents are not able to act on account closure requests, and (c) directing me back to a "customer advocacy team" that is practically unreachable and insists that email notification is not sufficient and I need to reach them by phone.
  
  Summary of interactions:
  (1) initial "invoice" email received April 29th 2025
  (2) I responded immediately over email, which received a response a week later on May 6th 2025 stating I need to reach back by phone; which I did, getting directed to voicemail and leaving messages clearly stating that I do not need service to be continued and that any paperwork/forms I need to submit can be emailed to me
  (3) I continued receiving messages from the same person, until May 27th 2025, each time saying the same thing, and not really leaving me any way to resolve the problem with the "missing paperwork"
  (4) On May 27th I reached out to the phone number published on CBR's website, where the customer support agent stated they are unable to handle my request and they would direct the customer advocacy team to reach out. The only result of that was another ("second reminder" of about payment due, on May 29th 2025, which is today). The message stated I need to reach back via phone at a 415-area code, which, when called goes directly to voice mail without even an announcement.
  
  Cord Blood Registry needs to provide a clear method of terminating service; their current practice is bordering on extortion by making past customers feel like they are obligated to keep paying for storage even if they did not request that service.

  

  Business Response

  Date: 06/04/2025

  We have received and reviewed your concerns in detail and are committed to coming to an amicable resolution. We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients. We confirm that an email with the termination paperwork was emailed on June 3rd, 2025, with a zero balance. We ask that you please review, sign, and return the termination paperwork so that we can properly close your account. We remain committed to providing you and all our CBR clients with the exceptional service and dedication that has established us as a leader in private newborn stem cell preservation. We appreciate your continued trust in us and look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the CBR family.    

  Customer Answer

  Date: 06/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23393884, and find that this resolution would be satisfactory to me. 
  

  I have already submitted the paperwork shared by the business's agent over email on June 3rd and have received confirmation of cancellation from their representative.

  
  Regards,
  Hristo Bojinov
  
  
  
   

  
  

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first banked my son's cord blood in *********** when he was born. For many years, I paid for the banking service, but in 2020/2021 (not sure) I realized it was no longer necessary for me to bank his cord blood and so I called the company to cancel the service - at that time I had a $0 balance. In addition, I switched credit cards and did not update my new credit card with CBR. Last week, I received (for the first time) in the mail a letter from CBR with a balance due of $555 from years 2022 to 2024. When I called the company to explain that I cancelled this service years ago, I was told it could not be cancelled with a balance and that it could go to a collection's agency. I wish to cancel this service and have my balance restored to $0 as I had no reason to believe *** was continuing to charge me after 2020/2021 when I called to cancel the service. I do not wish to bank my son's blood any longer, it is not necessary for his ********* customer account number is *******

  

  Business Response

  Date: 05/28/2025

  We appreciate you taking the time to connect with our Collections Supervisor and understand that the cancelation was reviewed as well as solution to your concerns addressed. We will continue to ensure that you, and all our *** clients, have the highest level of service and dedication that has helped us grow into the leader in private newborn stem cell preservation. Thank you for being a valued member of the *** family. 

• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my services with CBR many years ago. I just received a bill from back dating from year 2022 for 1065.00. I previously had called and cancelled my services with CBR in the past. They stated they did not have paperwork to prove the cancellation. However, what company continues to provide a service with no payment for over 3-4 years? When I called the number provider, the customer service was so rude. I asked to speak to a manager who was equally as rude. I WILL NEVER RECOMMEND THIS COMPANY TO ANYONE. I asked for the paperwork I signed that I would require their service for my children's entire lives. My children are adults now. Actual data states the cell may only be viable for 20 years.

  

  Business Response

  Date: 05/30/2025

  We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients. Every situation in which a storage payment is past due is different and like for other clients, we reviewed with you on how to close the account as well as communication in regards to the past due balance, please reach out in order to review options available to complete this matter.

  

  Business Response

  Date: 06/04/2025

  We have received and reviewed your concerns in detail and are committed to coming to an amicable resolution. We understand how valuable a resource these stem cells are, and it is for this reason that we take every measure to ensure that we meet the needs of all our clients. We confirm that an email with the Termination paperwork was emailed on May 20th, 2025. We ask that you please review, sign, and return the termination paperwork so that we can properly close your accounts. We remain committed to providing you and all our CBR clients with the exceptional service and dedication that has established us as a leader in private newborn stem cell preservation. We appreciate your continued trust in us and look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the CBR family.    

  Customer Answer

  Date: 06/09/2025

  I am still unable to get this company to accept cancelation for this service. The agreement signed in 2003 and 2006 states they would cancel for cancelation, no payment, or when the child turns 18. All three have been complete