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:03/24/2025

  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.

  We banked cord blood / cord tissue for our three children in 2012 and 2013. We paid for many years, but several years ago, around 2020 (?) decided to discontinue the service. There is not a place online to cancel, but I do recall having a conversation with a phone representative (who called me...they call frequently) many years ago that we did not plan to continue with the service for any of our three children. I was told that the company would no longer be able to store our cord blood / cord tissue, and that it may be destroyed (yes, fine). I was not directed to complete forms or counseled on any kind of termination process. It now appears as though the company may be attempting to claim that I owe them for years of storage. I'm confused. I honestly thought that that the repeated calls were them hoping that I would reconsider. "Hello cord blood family..."

  

  Business Response

  Date: 04/02/2025

  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. We have extensively reviewed your account.  
   
  During our review, we noted attempts to contact you regarding your balance. I see that you have spoken with a member of our Finance team, and the closure form process was discussed. Our closure form offers options for what you would like us to do with your sample, as we are storing biological material. If you have any additional questions or need further information, please feel free to call one of our collection specialists at 1-888-776-3285.

• Initial Complaint

  Date:03/18/2025

  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 been banking cordblood with CBR for 3 children since 2010. Last year we decided to close the accounts
  5/31/24 I paid one invoice (they all have different due dates) and called customer service to close. The rep said they would send forms to sign and return. Time passed, nothing received and we forgot.
  2/19/25 collection email from “Felicia” [email protected] We replied asking for account closing documents
  2/25/25 email from Sarah Woodson, Senior Client Advocacy Specialist 415-530-5577 [email protected] asking to be called. We called multiple times but the person was not available
  2/27/25 called again, emailed Sarah Woodson asking for the closure forms, no reply
  3/4/25 finally Sarah answers the phone but cannot help with the matter as the “mother” (my wife) is not on the call and she needs to authorize the account closure as well. We call back the same day but Sarah is unavailable
  3/10/25 after multiple unsuccessful attempts of calling Sarah together with my wife we call Customer Service, the rep identifies my wife with her last four of SSN. We finally have the “mother authorization”. The rep assures us that Sarah will send the closing paperwork
  3/14/2025 still no forms, no email. We call back and speak with a rep who has no record of my wife giving her authorization. I explain yet again, wait on the phone and finally the rep says that we will have the forms within the hour from the Closure department
  3/18/ 2025 as of today we never received anything
  
  We are open to settle some of the charges you are claiming, despite our initial closing request from May 2024, but we demand the immediate closing of all three accounts, with a written confirmation.
  
  CBR Systems, Inc. behavior during this ordeal is unprofessional and has convinced us even more that this company is not one to be trusted. If they use these stalling techniques to avoid customers to exercise their right to close accounts, how can they be trusted with our children cord blood?

  

  Business Response

  Date: 03/24/2025

  We appreciate you taking the time to connect with our Client Advocacy Team and understand that a confirmation of cancelation email was sent 03/24/2025. We will continue to ensure that you, and all our CBR 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 CBR family today and continuing to partner with us into the future of stem cell science. 

  Customer Answer

  Date: 03/25/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23080006, and find that this resolution would be satisfactory to me. 

  CBR closed our accounts as requested and sent us written confirmation. I consider this complaint resolved.
  

  Thank youBetter Business Bureau.

  
  
  Regards,
  
  
  
  Max Amordeluso
  
  
  
   

  
  

• Initial Complaint

  Date:02/26/2025

  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 Cord Blood Storage from the day my daughter was born in 2006 for 16 years (prepaying every birthday for the year ahead) with the understanding that if I did not pay, the storage would not occur. I was never told that I had to fill out official papers to cancel and they were never offered as an option.
  
  Now 3 years later, the company is demanding I back pay to bring the account current before I am allowed to cancel.
  
  Again, I was never informed that storage (and thus yearly fees) would continue to accrue forever even if I didn’t pay for it.
  
  If the company truly required cancellation papers, they should have sent them to me to complete when payment was not received in 2023.

  

  Business Response

  Date: 03/07/2025

  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. We have extensively reviewed your account and understand you are stating you did not know your fees would continue to accrue, and you were not told this information. 
  
  However, after reviewing your account, we reflect attempts to contact you regarding the balance. I do see you spoke to a member of our Finance team and the closure form process was reviewed. Out closure form provides options on what you would like us to do with your sample because we are storing biological material. Please provide closure forms sent in February to proceed with account closure. 

  Please feel free to call and speak to one of our collections specialists to review any additional information at 1-888-776-3285.

  Customer Answer

  Date: 03/10/2025

  I never received the closure forms and was in fact told in an email by your collections department that they would not send me the closure forms until I had paid the balance of the last 3 years. 
  

  I responded and asked the agent to send me the form I signed in 2006 that disclosed to me that the balance would continue to accrue forever even if I didn’t pay until I completed a closure form.

  Not surprising, I never heard back from that representative which is why I was forced to contact the Better Business Bureau. 
  

  I would like CBR to adjust my balance to zero and send me the mysterious cancellation forms if they so require. 

• Initial Complaint

  Date:02/18/2025

  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.

  We had cord blood banking in 2017 and consistently made payments until we decided to close our account after a few years as we no longer saw a need for it. It’s been so long and now we’re getting collection emails/texts for payment for $540. We don’t even have an active account as it’s been cancelled long ago and these communications seem like a scam. I refuse to be harassed and asked to pay for something that I’m no longer using for many years. Please resolve this matter asap. Thank you.

  

  Business Response

  Date: 02/27/2025

  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. The Manager of Collections has reached out in order to work on a resolution for the ongoing issues with invoices. We ask that you please respond to this communication so that we can help close out this inquiry.    

• Initial Complaint

  Date:02/05/2025

  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.

  26 years ago we contracted with CBR to store cordblood for our triplets. Every year they charge us a storage fee, which has been no problem. Now our kids are grown and we want to terminate the agreement. There is no way on the website and we have called for over a month. They don't return calls. We got in touch with "Anastasia" who got someone to send us forms but the forms do not match the instructions we received (email says to have our kids sign form but there is no place on the form for kids to sign). We tried to explain this to CBR but they are unresponsive.

  

  Business Response

  Date: 02/10/2025

  We appreciate you taking the time to connect with our Client Advocacy Team and understand that we were able to come to an agreement on the matter that was submitted. We will continue to ensure that you, and all our CBR 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 CBR family today and continuing to partner with us into the future of stem cell science. 

  

  Business Response

  Date: 02/14/2025

  We appreciate you taking the time to connect with our Client Advocacy Team and understand that a confirmation of cancelation email was sent 2/12/2025. We will continue to ensure that you, and all our CBR 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 CBR family today and continuing to partner with us into the future of stem cell science. 

  Customer Answer

  Date: 02/20/2025

  It is true that a cancellation notice was sent to us on 2/12/25. The problem is that 15 minutes later we were charged $375 for another year of storage.

  The invoice date was 2/10/25 and we emailed the cancellation forms on 2/10/25 during business hours. So they had the forms by the due date.

  But beyond that we have a record of a phone call with Sarah Woodson on Jan 28th where we discussed the troubles we were having with the forms which were not fitting with our situation. In that call she agreed that if the forms were received within 30 days of Feb 10 she would waive the annual fee.

  So we are objecting to the fee because we had the forms in on the due date, and anyway she had given us 30 days after the due date.

  We would like BBB users to know that Cord Blood seems to have a policy of making it difficult to cancel. There are no forms available on the website and they are mostly unresponsive to requests for info on how to terminate the account. 

• Initial Complaint

  Date:12/05/2024

  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 allowed the CBR to store the cells of my newborn baby for an annual fee of $370. I played all the amount till 2021. In ZJan , 2022 I sent an email that I want to discontinue the service and want to close my account. I also called the CBR office but I got no response. I again called after few months and I received an email that since i had not filled out the forms my account cannont be closed. I sent an email to send me the forms but i did not received any forms. In Nov 2022 and Oct 2023, I again called and sent email to close my accoubnt but no response from CBR. i got an invoice to pay for 2022 and 2023 which I refused to pay. I again called and sent an email that I want to close my account in 2024 but again no reply. I received another invoice from them to pay past due of $1500.which I am refusing to pay since I wanted to close the account. They are not ready to close the account till I pay them all my past due. I need help to stop CBR asking me pay the balance amount.
  Rahul Kulkarni

  

  Business Response

  Date: 12/10/2024

  We appreciate you taking the time to connect with our Finance 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 CBR clients, have the highest level of service and dedication that has helped us grow into the leader in private newborn stem cell preservation. If we can be of any additional assistance, please reach out to us at any time. Thank you. 

• Initial Complaint

  Date:12/04/2024

  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.

  The website makes it seem like there are no charges until placenta is received after the child is born. When talking to the people, all involved discuss nothing until the child is born / the placenta is received.
  
  They then make it impossible to cancel. If the child is born and they do not receive the placenta, the company charges 150 dollar “cancelation” fee that no one ever mentions. Nowhere is the person ever made aware that they are going to be charged any money unless the placenta is received.

  

  Business Response

  Date: 12/12/2024

  Our Manager of Client Services has already initiated communication to address the cancellation fee incurred upon closing your account. To ensure a swift resolution, we kindly request your response to this message. Your cooperation will greatly assist us in bringing this matter to a close. 

• Initial Complaint

  Date:10/18/2024

  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.

  On 6/18/2021 I reached out to CBR to close my account. At that time, I paid the outstanding balance of $130 and received an email with paperwork attached indicating my desire to close the account. My husband and I filled out the paperwork and mailed it back as instructed.
  On 10/6/2024 I received an email (2nd notice) that I have an outstanding balance of $765.00. I called on 10/17/24 to inquire about this balance and was told that my account was never closed. When I try and logon to my account it looks as though it has been closed, although CBR is saying that account is not closed and I am responsible for the payment of $765.00.
  In over 3 years, this is the first that I am hearing that our account was never closed and therefore do not believe that I am responsible for this payment.

  

  Business Response

  Date: 10/18/2024

  We appreciate you taking the time to connect with our Client Advocacy Team and understand that we were able to come to an agreement on the matter that was submitted. We will continue to ensure that you, and all our CBR 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 CBR family today and continuing to partner with us into the future of stem cell science. 

  Customer Answer

  Date: 10/21/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22440440, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Jeanine Rosario
  
  
  
   
  

• Initial Complaint

  Date:07/05/2024

  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.

  Just like the 80+ BBB complaints, my CBR account was closed. All CBR communication ceased and I like the others here thought all matters were resolved.
  
  3 years later I receive a CBR bill indicating that my account is active and in arrears for that last 3 years (2021, 2022, 2023).
  
  I call the number and speak with a very rude CBR representative who basically claims that I couldn’t have possibly closed my account because it is not in their system. I asked him why they waited 3 years to send me a bill and he claims they have been contacting me. Not sure how that could be possible since the $550 bill was just received in the mail today. The CBR rep quickly responds that mailings are a last resort and indicates that they have been calling and emailing me. I asked about the information which he had on file and he again quickly replies that he sees it is outdated per their notes. When asked why CBR waited 3 years to send me the bill, the response was vague - something about the company gives people the benefit of the doubt since they bill annually. Then I asked how the bills and communication was sent for 2021, 2022 and 2023 bills - another vague response of CBR does not send communications via send receipt so it should have been mailings although he cannot confirm it.
  
  The conversation was very frustrating. No clear responses and the more questions I had the more information became confusing. At one point, it was that I paid 2021 but 2020 payment was missing. Then it was oh they can forgive 2 missed payments. Then it was we probably sent you something saying that your account would be closed but there is no record of it. I was eager to understand what the elaborate closure process was and then I got a dial tone.
  
  If CBR chooses to pursue collections than I will be forced to seek litigation for fraudulent billing practices. An unfortunate example of wait it out and force the customer to do the legwork. Who has paperwork from 3 years ago?

  

  Business Response

  Date: 07/16/2024

   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.  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. The Supervisor of Collections reached out in order to work on a resolution for the past due amount. We ask that you please respond to this communication so that we can help close out this inquiry.  

  Customer Answer

  Date: 07/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21947942, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Lydia Cm
  
  
  
   
  

• Initial Complaint

  Date:06/19/2024

  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.

  After 3 years of canceling medical service with CBR Systems, I receive an invoice in the mail for 2022 & 2023 with 2024 due September 2024. I tried calling but just received the run around with them stating the account was never closed. They asked me for proof that I closed it, what a scam after paying them for for 13 years.

  

  Business Response

  Date: 06/26/2024

  We appreciate you taking the time to connect with our Client Advocacy Team and understand that we were able to come to an agreement on the matter that was submitted. We will continue to ensure that you, and all our CBR 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 CBR family today and continuing to partner with us into the future of stem cell science. 

  Customer Answer

  Date: 06/28/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  i Signed and Mailed our account closure agreement on June 26, 2024, se attached.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ****** ********