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:09/27/2023

  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.

  Cord BLood has tried to send me fraudulent bills and collect money and told me I owe them for an agreement that ended in 2016, they harass, lie, say you need froms and now are emailing I am ready to file a class action suit.

  

  Business Response

  Date: 10/04/2023

  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. Our team has exhausted every measure to contact you in order to find this resolution and had to use a third party to help in this effort. The Supervisor of Accounting 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.   

• Initial Complaint

  Date:09/26/2023

  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.

  Signed up for CBR's services upon the birth of our child. After a few years, I decided to end the service, and I told CBR to end it. CBR refused, claiming that I had to catch up on back payments before they would cancel. I disagreed that I owed them anything. I had paid their annual fee on time and in full from 2016 to 2020. I quit paying in 2021, and told them to cancel. CBR pretended I had not said anything, and kept right on trying to bill me.
  
  This week I received a letter from a debt collector, AWA Collections, stating that I had a debt of $550. I immediately called them to dispute the debt. Said it wasn't valid and that I was not going to pay it. Told AWA it was for a membership that had been cancelled. AWA told me to tell that to CBR.
  
  Last time I tried to talk to CBR, on Oct 26, 2021, I got nowhere. CBR said I wasn't allowed to cancel until I'd paid for the months in 2021 between July and October. I had canceled in July, but they refused to accept the cancellation. So, I have refused to take CBR's calls after 2021. They just keep on adding more and more annual fees. I really have to wonder about a business that thinks they can keep charging membership fees for _years_ after cancellation.

  

  Business Response

  Date: 10/03/2023

  We deeply value the importance of stem cells as a precious resource and are committed to meeting the needs of all our clients. Regarding your account, I understand that you initially signed up for our service at the time of your child's birth and later decided to terminate it. After conducting a thorough review of your account, I want to provide a comprehensive overview of the situation.
  
  It has come to our attention that there was an incoming call received in July 2019, during which you made a payment to cover the 2019 annual fee. Subsequently, we made multiple attempts to contact you regarding the outstanding balance, starting in 2021. While you have mentioned that you requested the termination of your account in July 2021 through a phone call, there is no record of such a call in our system. However, we do have a record of our ongoing efforts to reach out to you in 2021, which included a conversation where you were informed that in order to terminate the account, it must first be brought up to date. At that time, we also offered assistance with a payment plan, which you declined, opting to hang up instead. It was clearly communicated to you that the account needed to be current before any termination could be processed.
  
  In addition to the phone conversation, we also sent a final notice outlining the discussion as follows:
  
  "To avoid collection activity, including potential account closure for non-payment, referral to a third-party collection agency, and ownership retention of the sample by CBR, we kindly request you to contact us at 1-************* We would like to assist you in resolving this matter and explore potential options."
  
  As previously mentioned, we are fully aware of your desire to close the account, and we have informed you of the requirement to bring the account up to date for this to be possible. Our team is ready to assist you in setting up a payment plan to facilitate this process and prevent further collection activities, including the involvement of third-party agencies.
  
  It's important to note that each case involving past-due storage payments is unique. Referring to the enrollment forms you signed, you agreed to be responsible for all applicable fees, with the understanding that we would attempt to contact you in case of overdue payments. Additionally, if a payment remains overdue for 180 days, the account may be sent to a collection agency, potentially impacting your credit, as stipulated in the enrollment forms.
  
  Regarding termination, the signed enrollment forms also specify that termination can be initiated by the client, but all required payments under the agreement must be settled in full, and our procedures in effect at the time of termination must be followed.
  
  Should you have any further questions or require clarification, please don't hesitate to reach out to our finance team. We are here to assist you and ensure the best possible resolution for your account. Have a wonderful day.

  Customer Answer

  Date: 10/05/2023

  This insistence that I can't cancel until I am current is unconscionable.  At the very least, you should not have continued to charge annual membership fees after it was clear to you that I did not wish to continue.  You have nevertheless done so.
  
  Zero out the balance.  Terminate my account.  I am not going to waste time arguing.  You will agree to cancel the account and zero the balance.

  

  Business Response

  Date: 10/09/2023

  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. Our team has exhausted every measure to contact you in order to find this resolution and had to use a third party to help in this effort. 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: 10/14/2023

  > Every situation in which a storage payment is past due is different
  

  No payment was or is past due.  The account was and is cancelled.

  And what do you mean, "different"?  No it's not.  That's just more bull.
  

  > We understand how valuable a resource these stem cells are

  No, that's part of your business propaganda. There is much doubt that specific stem cells have any value whatsoever.

  > 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.

  You didn't offer any acceptable resolution.  I do not wish to maintain these stem cells.
  

  > The Supervisor of Collections reached out in order to work on a resolution for the past due amount

  Again, there was no past due amount!
  

  >  had to use a third party to help in this effort

  No, you didn't.  No one made you keep my account going against my wishes.  You did that.  You didn't "have to" then engage a debt collector, but you did.
  

  Your statements are loaded and dishonest.  We're just talking past each other.  I see no point in further communication.   Indeed, I fear that in communicating with you at all, I have merely reset the clock for collection efforts.  What a waste of my time this has been.
  

• Initial Complaint

  Date:09/23/2023

  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 am lodging this complaint against Cord Blood Registry (CBR) due to serious concerns regarding unauthorized billing and continuation of services which I never consented to.
  
  Details:
  
  • I was gifted the collection and storage service by a family member and did not agree to, nor did I authorize the continuation of services after the initial year had lapsed.
  • Without my consent or any proper notification, CBR continued to bill me and ultimately sent the account to collections.
  
  Resolution Sought:
  I seek an immediate and comprehensive resolution to this matter. I request CBR to:
  
  1. Cease any further unauthorized billing immediately.
  2. Rectify the collections account amicably.
  3. Provide a clear and written acknowledgment of the resolution of this issue.
  
  It is my sincere hope that this issue can be resolved promptly and fairly, reflecting appropriate consumer rights and business ethics.

  

  Business Response

  Date: 09/29/2023

  We deeply value the importance of stem cells as a resource, and as a result, we take all necessary steps to meet the needs of our clients. I understand your concerns regarding cord blood storage, particularly your assertion that you disagreed with the charges. However, after a comprehensive review of the account, I can confirm that the enrollment forms were indeed signed. The enrollment forms clearly specify certain terms, including the responsibility for payment of all applicable fees, with an acknowledgment that CBR will attempt to contact clients in case of overdue payments. Additionally, the enrollment forms stipulate that all required payments must be paid in full, following CBR's procedures in effect at the time of termination. Section 4 of the enrollment forms explicitly states an agreement for automatic billing of annual storage fees. 
  
  Regarding the past-due payment situation, it's important to note that each case is unique. After reviewing your account history, I can confirm that we made several attempts to contact you to discuss your account. We initiated contact in March 2019 when the account was one year past due, but unfortunately, we did not receive a response. We made a subsequent attempt in March 2020 to inform you of our intention to close the account and forward the outstanding balance to a third-party collection agency. Regrettably, we still have not received any response. 
  
  We genuinely regret any miscommunication or inconvenience this may have caused. If we had been able to establish contact, we would have been able to explain the account termination process more thoroughly. However, despite our multiple efforts, we did not receive any response from your end. 

  Customer Answer

  Date: 10/02/2023

  Based on CBR’s response, it appears there may be a misunderstanding regarding communication attempts and agreement to the service terms. Here’s a suggestion for a response. You might want to consider seeking legal advice if you believe that CBR is in breach of any laws or agreements.
  
  ---
  
  Subject: Re: Complaint #[Your Complaint Number] - Unauthorized Billing and Collections
  
  Dear [Representative’s Name],
  
  Thank you for your detailed response. I appreciate your time and attention to this matter. 
  
  I’d like to address the assertion that enrollment forms were signed agreeing to the terms stipulated, including automatic billing of annual storage fees. I was not the one who signed up for your services, it was a gift from a family member, and as such, I never saw, reviewed, or agreed to any terms or enrollment forms. The forms I signed were regarding registration and handling, in those terms there was no plain statement regarding continued billing, simply that were payments not made the sample would be disgarded and the account cancelled. Could you please provide a copy of the signed enrollment forms for my review?
  
  Regarding the attempts to contact me, I have not received any communication from CBR about an overdue account or intentions to close the account. Could you please provide details of these attempts, including dates, methods of communication, and any correspondence that was sent? Further more I did declined continued services when the gift came for renewal as we could not afford the fees. That is the extent of my communication shared with CBR. 
  
  I still desire an amicable resolution to this matter, and I hope that we can come to an understanding that is fair and satisfactory for both parties. I kindly request that while this matter is under further review and discussion, any adverse reporting to credit agencies be paused.
  
  I look forward to your prompt response and a thorough examination of the points raised.
  
  Sincerely, 
  
  **** ***

• Initial Complaint

  Date:09/05/2023

  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 have tried for the past two years to cancel my account. These people are bullies. The have not canceled my account and have charged me and now have sent a charge to collections. I think they are a sham organization.

  

  Business Response

  Date: 09/13/2023

  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: 09/15/2023

  
  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ****** ********
  
  
  
   
  

• Initial Complaint

  Date:07/29/2023

  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 signed up for cord blood registry at the birth of my son. I recently called to cancel my membership and was told that they needed paperwork. I have called several times trying to get the cancelation paperwork and they consistently do not send it. I've spoken with ***** ******** several times as my client advocacy specialist and she has failed to send the paperwork and close my account.

  

  Business Response

  Date: 08/01/2023

  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. 

• Initial Complaint

  Date:07/26/2023

  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.

  CBR is a fraud. They sent me a letter right after saying, none of the samples were viable. And they're trying to charge me 1730.00 for storage. They stalked me the week after my baby was born 1/27/22 and throughout the past year and a half. I will agree to pay a transfer fee for sending - but I'm not paying 1730.00 to this scam company. The financial woman, ****** was downright rude and said they cannot change the balance. FRAUD.
  
  "If the samples are not viable they may be able to credit some of the current past due fees, but that is a conversation that must take place with the medical team to further discuss what your sample test results mean" - they are refusing to work with me.
  
  The collection agency advised that CBR had to work with me on adjusting amount and it was doable.
  
  
  
  Please refer to account number: *********** Thank you so much!

  

  Business Response

  Date: 08/01/2023

  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 Client Services 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.   

• Initial Complaint

  Date:07/12/2023

  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 contacted this company to utilize it's services for cord and tissue banking. I spoke with a representative who stated the kit was free, and would be sent immediately. At no one point any discussion of a cancellation fee, after receiving the kit, discussed. I choose not to utilize the service, as I was induced early due to medical complications and didn't want the addition hassle of dealing with a kit collection. No one contacted me and given there was no discussion of any other fee, discarded the kit. Today, however, I received an email stating I was going to be charged $150. I contacted the company and was told this was a cancellation fee. No one, however, could provide any paperwork with my signature agreeing to this - I was told my account could not be accessed since I didn't use the service and that forms could only be mailed via USPS. Given that no one can provide proof, I want a full refund of the $150.

  

  Business Response

  Date: 07/19/2023

  Thank you for sharing your concerns with us. We have thoroughly reviewed your feedback and are dedicated to finding a mutually satisfactory solution. We deeply appreciate the significance of the stem cells as a valuable resource, which drives us to go to great lengths in meeting the requirements of all our clients. 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:06/20/2023

  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 enrolled in Cord Blood Registry (CBR) with my son when he was born in 2005. For three years I have tried to quit and when someone called I told them to take me off the list. I responded via email and I sent a letter. Today I called and they said if I paid $95 they would cancel my other 2 years. I said I have tried to cancel for 3 years and they ignore my request. They said today they will not cancel my subscription until I pay $95 and they do not want a check they want a credit card. I would never trust this company with my credit card again.Others say this is a never ending cycle and you can't quite and that's my experience. This is not legit! Why don't they just cancel your subscription automatically if you don't pay. Three years this has gone on. I see many other complaints similar to mine on BBB and if I don't pay they say they will send me to collections. How can I get help, not get threatened with collections when I've tried to quit for years? And the calls keep coming.

  

  Business Response

  Date: 06/30/2023

  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 Client Services reached out in order to work on a resolution for the past due amount and account closure request. We ask that you please respond to this communication so that we can help close out this inquiry.

  Customer Answer

  Date: 07/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20211198, 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,
  
  
  
  Laura Lee
  
  
  
   
  

• Initial Complaint

  Date:06/14/2023

  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.

  When my child was born in July of 2015. I was recommended to save their cord blood and that I qualified for 5 years for free because of his diagnosis. Of course we choose to do that because it was "free" just in case we needed it in the future. But I feel we were coerced into signing up because of possible future problems that could happen with our child. Our contract states that after the 5 years we would need to enroll into a different program and pay yearly for storage. We choose not to do this and never enrolled. The company apparently automatically enrolled us and are trying to collect money from us on something we did not agree to. We are constantly being hassled by phone, email, even when I have called to have us taken off of their list. They told me we needed to pay. I sent them the contract that I signed. It does not state that I agreed to pay for ANYTHING, Unless I enrolled in their program, Family Banking, which we did not do! I want them to stop contacting me!!

  

  Business Response

  Date: 06/15/2023

  We appreciate you taking the time to connect with our Client Services Leadership 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 of 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.

  Customer Answer

  Date: 06/16/2023

  
  
  Better Business Bureau:
  
  
  CBR has contacted me and said they apologize for all the phone calls and claims that I owe a balance with them. They said they have deleted the balance to $0. They recognized I was part of a "newborn possiblity program" that was a free program for 5 years. They said they have now deleted my account. As long as they stay true to their word i am satisfied with their response. 
  
  
  
  Regards,
  
  
  
  Ashley Hanawalt
  
  
  
   
  

• Initial Complaint

  Date:06/12/2023

  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 have repeatedly attempted to cancel my account, both is writing and via the telephone. CBR refuses to do so. I was told that in writing was not sufficient that I had to speak to them. Ive tried on numbers occassions over the last 3 months to call and it always goes straight to voicemail.
  
  The last email communication I received stated that I had to pay the renewal fee of $195 in order to me to be eligible to cancel the account. It feels like they are holding my account hostage, make it impossible to cancel and they continued to hassle me with requests for payment.

  

  Business Response

  Date: 06/14/2023

  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.