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:05/19/2025

  Type:Service or Repair 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.

  We have had an account at *** for 16 years but have decided to cancel our account. I began reaching out to *** to cancel and get the cancellation paperwork on April 7, 2025. I have emailed their main email as well as a specific employee's email 5 times and have never received the paperwork needed to cancel the account. The employee has responded to me asking me to call to discuss keeping the account open and hear the latest research and opportunities for my family and that my account is still considered open, but I have provided all necessary information for them to send the cancellation documents for signature. I don't want to hear about their latest research or be subjected to a sales pitch to try to retain my business, nor should I have to be subjected to it in order to cancel my account. This practice of refusing to send cancellation paperwork is highly unethical.

  

  Business Response

  Date: 05/22/2025

  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 19, 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: 05/23/2025

  Response to BBB message 5/22 (Complaint #********)
  I received an email on 5/19 with documents for cancellation AND donating the samples to research. There was no where on the document to opt out of allowing the samples to be used for research. As I stated in two previous emails, we would like the stem cells to be destroyed (which is an available option upon cancellation). I responded to the representative on 5/19 to send the paperwork for cancellation allowing the stem cells to be destroyed and there has been no response.
  
  
  

  

  Business Response

  Date: 05/28/2025

  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 destruction paperwork was sent on May 27, 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: 05/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have received the paperwork, signed and mailed it to the stated address on the paperwork.  I will wait for the business to cancel the account (also destroying the cord blood sample) and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair 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 qualified for a five year free storage program with Cord Blood Registry due to being a recent cancer survivor. After the five years was up, I pad an additional year. Then the next year I spoke to customer service and said that I no longer wanted the storage. I was never sent any paperwork to fill out and had no idea that I needed to do anything further to close my account. Today I was send a bill for three years of storage and told I was being sent to collections. When I called customer service they told me that there are specific forms I need to complete to end the billing. I never agreed to this and was never sent those forms several years back when I said I wanted to cancel. This seems to be a theme when you look at the things others have posted.

  

  Business Response

  Date: 05/06/2025

  We recognize the immense value of stem cells, which is why we take every measure to meet the needs of all our clients. We have thoroughly reviewed your account, and our client Advocacy has reached out to you. Please respond to their communication so we can address your concerns and find a resolution. 

  Customer Answer

  Date: 05/08/2025

  I am confused - I received an email from BBB stating that there was a response from the business attached, but there was no attachment. Please advise. I have to reject since I am not seeing a response.

  

  Business Response

  Date: 05/09/2025

  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 have thoroughly reviewed your account and confirmed that our Client Advocacy Team sent an email with the termination paperwork on May 6th, 2025. Please respond to this communication so we can help close this inquiry.   
  

• Initial Complaint

  Date:04/24/2025

  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.

  We began with the utilization of **** services in ************* with the birth of our first ********* We had no issue with the service and reached out in 2023 as our daughter was in need of a medical service when we reached out about the utilization of the stem cells that were banked for our daughter and were then told that the banked stem cells were not able to be used. As a result, we no longer saw the upside to bank with them as this seemed to not be as useful as we had initially been explained. We then requested our account be closed and didn't hear a thing again. It was not until 2024 when my wife was called again and asked for a new payment when we found out our service was not terminated. We then began our back and forth and I again called to request a close of the account which I was told could be done and it seemed as though the resolution was met. There was again no mention of anything additional needed to terminate, so we thought the matter was closed. Finally, a year in March 2025 we were reached out again for a new payment method which is where we are today. At that time, they began to say that we had never received a close account agreement, but they (specifically ***** ****** a Collections Supervisor) seemed as though they were willing to work with us to resolve by waiving our current year payment. Her email to my wife is attached stating exactly this. With that I was requesting a simple outreach from her manager (either ****** the Collections Manager or **** the Director of Finance) to speak to and go over the entire situation as this is not any way to work with a customer with undisclosed agreement etc. Once this occurred ***** became very hostile, refusing to talk on the phone and reverted our charges to $1200 for the additional year. With this I am warning anyone from conducting any kind of services with *** as they are very difficult to work with and unwilling to resolve in an amicable way. This seems to be a fairly common problem

  

  Business Response

  Date: 05/01/2025

  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. Our finance team will be reaching out to discuss your account  to help find a resolution to your concerns. 

• Initial Complaint

  Date:04/22/2025

  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.

  I contacted *** on April 10, 2025 via telephone and email and requested my account be closed. I spoke with ******** who told me I had to speak to an agent before my account could be closed. ***** ******** responded to my email on April 15th and stated I had to call her. I immediately called the number in her email and left a voicemail. I sent a follow-up email on April 17th. ***** ******** responded on April 22nd via email. I responded via email. ***** ******** called using a phone number my phone identified as spam and left a voicemail. I immediately returned her call to the same number and a colleague told me she'd return my call in 30 minutes; that was 2 hours ago. I want to close my account, have the stem cells destroyed and be refunded the amount prepaid through October 2025.

  

  Business Response

  Date: 04/23/2025

  Thank you for reaching out to our Client Advocacy Team. We confirmed that ***** emailed the termination paperwork on April 22, 2025. Once the forms are signed and returned, we will terminate your account and email you a confirmation of closure. Our commitment to providing you and all our *** clients with exceptional service and dedication is unwavering. Your trust in us is greatly appreciated, and we look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the *** family. 
  

• Initial Complaint

  Date:04/15/2025

  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.

  I am filing this complaint against Cord Blood Registry (CBR) due to ongoing issues and unacceptable delays in my attempts to cancel my childs cord blood storage account and donate the sample for *********** date, I have made five separate attempts to initiate cancellationvia phone calls, voicemails, and emails. I left a message on Thursday and received no response. When I finally received a reply, I was told that I would need to have a phone call to proceed, which I find unnecessary, especially considering the **** click to cancel rule, which mandates that companies provide a simple, online method for cancellation if that is how services were initiated.Despite my clear written request to close the account and donate the sample, *** has refused to process the cancellation via email and continues to delay action. This is a distressing and frustrating experience that feels deliberately obstructive and raises concerns about consumer rights and transparency in the companys business practices.All I am requesting is the prompt closure of my account and the release of the stored sample for research, as per my explicit written instructions. I respectfully ask the BBB to assist in holding *** accountable and ensuring this matter is resolved without further delay.

  

  Business Response

  Date: 04/22/2025

  Thank you for reaching out to our Client Advocacy Team. We confirm that an email with the termination paperwork was sent on April  15, 2025. Once the forms are received, we will terminate your account and email you a confirmation. We want to reassure you that our commitment to providing you and all our *** clients with exceptional service and dedication is unwavering. Your trust in us is greatly appreciated and we look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the *** family. 
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair 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've cancelled my membership several years ago. I just received a bill for the first time saying it was never cancelled and it dates back for three years. When I try to call them , they say it will take 4-5 business for a call back. I want this bill voided asap. The representative told me I never cancelled which is a lie.

  

  Business Response

  Date: 04/15/2025

  We appreciate you taking the time to contact our Client Advocacy Team and understand that we were able to come to an agreement on the concern that was submitted. 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 today and continuing to partner with us into the future of stem cell science.   
  

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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.

  *** seems to have a policy of making it impossible to cancel service and illegitimately bill customers. despite numerous attempts to contact them and demand termination of account, and destruction of samples, they refuse to answer in any way outside of form emails. I continue receiving form notices of billing and completely unresponsive to calls, emails and letters. Required resolution: 1. immediate account closure 2. immediate and final satisfaction of alleged billing 3. destruction of all samples 4. full and final satisfaction and termination of accounts 5. written confirmation of above

  

  Business Response

  Date: 04/17/2025

  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. In regard to this we have reviewed with you and confirmed the information listed on the forms as well as the past due amounts validity with you, our closure forms provide options on what you would like us to do with your sample because we are storing biological material as well as outlining any fees that are due on the account when signed and acknowledged. Adjustments to these forms cannot be accepted due to the nature of the storage and disclosure requirements. 

  Customer Answer

  Date: 04/23/2025

  this has not been resolved and *** has attempted to force me to sign a new contract accepting their unsupported fees despite numerous attempts to cancel the account (which I will not sign and continue to dispute). They hide behind biological material despite repeated direction to destroy the samples and close the account.

  This is the worst consumer facing business I have ever dealt with and a product that we now know has no supported medical use despite all of their marketing efforts suggesting otherwise. 

• Initial Complaint

  Date:03/31/2025

  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.

  In July of 2020 I canceled my CBR account. I paid 2020’s annual balance in full, and was asked if I wanted to donate or destroy the stem cell samples. I stated that I wished to destroy the samples. As I didn’t wish to donate, there was nothing further to be done. I have not received any form of communication from CBR since that time in 2020, until this past week on 03/27/2025 stating that I was 5 years past due and owed $740.00. CBR clearly has my home mailing address, email address and phone number and certainly would have communicated such a past due balance sooner than waiting a 5 year period (it will be 6 years in July). To my knowledge the account has been closed and stem cell samples destroyed since 2020.
  
  I called immediately on 03/27/2025 to inquire about their email communication certain it must be an error. On 03/31/2025 I spoke with both a customer service representative and billing representative who state the account is active, stem cells are still stored and I am 5 years past due on annual payments. They have no record of account closure in 2020. They will not close the account until the $740.00 balance is paid.
  
  This is egregious business practice and I find it impossible to believe they would not communicate past due issues sooner than a 5 year period. I do not even know if them samples are truly stored, as I agreed to destroy them in 2020.
  
  I do not owe CBR any annual fees, am not past due, and want the issue resolved.

  

  Business Response

  Date: 04/02/2025

  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. A member of our finance team has reached out and spoken to you as well as discussed your concerns, we are in the processes of gathering the information you requested. Thank you for taking the time to speak with us regarding this matter.   

  Customer Answer

  Date: 04/02/2025

  A representative from CBR called me on the evening of 03/31/2025 in response to my complaint. The representative reiterated what other representatives have stated: there is no record that the account was closed in 2020 and I am responsible for the full balance. She asked if I wanted to set up a payment plan or pay in full during the phone call and I declined. She then stated she would refer the matter to collections if I refused to pay.
  

  I have received documents via email to complete/return to CBR in order to yet again close the account and destroy the samples (which I agreed to destroy in 2020). However, the representative stated that they will not close the account, and I will continue to accrue fees, until the balance is paid. The response borders on extortion in order to close the account and prevent referral to collections. This is not a satisfactory resolution. 
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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 paid for CBR in 2008. In 2019, I told them I don't want to continue the storage. They never told me at that time that I needed paper filled out and never mailed me paperwork. I quit paying, now after 5 years, they sent a bill for the last 5 years, to my old address and they never closed my account. I've emailed, and called and nobody will return my messages. I forwarded the bill to my attorney. I'm not paying, I cannot pay, and I want the account closed!

  

  Business Response

  Date: 04/03/2025

  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 look for the best solution to resolve things. We have received your communication in regards to this matter and are reviewing it.
  
   
   

  

  Business Response

  Date: 04/11/2025

  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. Prior to receiving written communication we have reviewed with you and confirmed both the balance as well as closure procedure. At this time the account will be deactivated as per communication received.

  Customer Answer

  Date: 04/15/2025

  The account needs to be closed, not just deactivated. You never sent me or attorney the paperwork to close.  This account should've been closed after 180 days(per your policy on your website)of non payment, not 5 years afterwards, trying to collect all those years of money! 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair 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 2010, we banked our son's cord blood with CBR . In 2012, we banked our daughter's cord blood with CBR. We paid their fees for many years and in mid-2022, we decided to close both of the accounts. I phoned CBR's customer service at that time to alert them of our intentions, had much time spent on hold while they "got the forms ready" and I never received those forms by email or mail. In fact, I never received anything, and I even made a follow-up call with an urgently needed reply to confirm the cancellation. That was never received. Flash forward to now... I am now getting threatening and harrassing emails from collections. I have tried to reach the customer support person, from their records that shows I spoke to them in 2022 to close everything. This is an impossible company to deal with. The reps make promises and nothing is ever done. I am sorry I even let them take and "store" my children's cord blood. I wouldn't trust them or recommend them to any expecting parent At this point I need closure... for two accounts. And I need them to clear the erroneous balances for each account that is unpaid (I believe three years now for each) where these never should have been billed in the first place. Also, will need confirmation from them of this. I received an automated phone call and an auto forwarded email from them today harrassing for these monies. They are simply not my responsibility... I did my duty and requested cancellation much time ago. Please help.

  Customer Answer

  Date: 03/27/2025

  They are under under CBR Systems, Inc. now. Can the complaint be moved to that company.