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: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.

  In February 2000 and March 2000, before my daughter's birth, i signed up for cord blood retrieval and storage, this was procurred and sent to storage at that time. Paid $295.00, $100.00 and $995.00 info: account #********** another account number found ****** is *********** Deposit ID ************ In 2017, after some deep thought and research we decided to cancel this storage and service and have fought hard to do so.I have sent signed forms and letters 5 times to *** to document my request to cancel. I receive harassing phone calls (coming from ************ and ************) starting in mid March every year. I have had my now adult daughter request in writing and on the phone with the customer rep ***** to cancel over the Christmas holidays twice now, with a very insisting cancel request last year.Emails to cancel have been sent to:************************************/*************************************** ************************ see attached) ***** ******* ********************* ****** ********** (see attached) ************************* There is no way to cancel on the website client portal at ********************* This has been 6 years of every effort to get out of this situation. in 2020 we were told we would both have to get a notorized letter proving our intentions , of course, this was during the Covid pandemic, in December 2024, A "*****" said she would have to talk to both of us at one time to authorize a cancellation. At this time we repeated all the steps and she said she would send us the forms to sign- although we already had sent them. The approval ones never came through. I am attaching the forms we sent her in December last year signed by both Parents as they said they needed that now in addition to our adult daughter. At this point it really feels like a scam and we are so upset. Company names:CBR by *********************

  Business Response

  Date: 04/04/2025

  This is being handled by **** ***** on our CBR division 

• Initial Complaint

  Date:03/04/2025

  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 purchased the last **** of a specific donor. Of our choices it was the only one that didnt have genetic indicators that could result in problems. I was told on a recorded line that once I purchased- I owned it, and not to worry that it was the last one. Once I called to ship before my transfer, I was told they cancelled my order. I was not notified of this; and they couldnt give me a reason for it. I was forced to use a possibly genetically incompatible specimen which my doctor hadnt reviewed- or miss the cycle (and waste the time and money spent on the retrieval meds). Now any potential children will have to be tested, which is terrifying. If I could start over, I would use a different **********

  Business Response

  Date: 05/06/2025

  Hello, 

   

  I sincerely apologize and would be happy to try to help look into the details of this order. In looking into the purchase history I see two cancel orders and two orders with ***** purchased with one shipment. I also see one vial currently in your storage account with current storage. 

  I would just need a bit more information to see how I can help resolve any issue  

• Initial Complaint

  Date:01/21/2025

  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.

  My husband and I have been trying to contact California Cryobank for several months to access his private storage so we can begin fertility treatments. We have not been able to get ahold of anyone in the private storage department, we have left a message every time we've called, and have filled out the online contact form multiple times. We have even tried to speak with the client services team, and all they say they're able to do is "send an urgent message to that department" but we still never receive any response. We have even increased the frequency of our calls to almost every day for the past few weeks and still been unsuccessful, and we have tried all available numbers. We continue to be charged monthly for the private storage so I would assume his vials are still in their possession, yet we have no access to them. We are unable to pursue fertility treatments until we are able to transfer these vials. For a company that is involved with such a personal and vulnerable thing such as infertility, I would think they would be more attentive to their customer service and sensitive to the nature of their clientele.

  Business Response

  Date: 05/06/2025

  Hello, 

   

  In looking into the details of the account number ******** for ******** ***** ********* - this is a client depositor account that looks to be closed by the client. I do not show a balance due and see several notes of the communication and leaving message with the client. 

  In our records, we show this has been resolved. Please let us know if you shall need any other assistance. 

• Initial Complaint

  Date:12/31/2024

  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 cannot cancel my account with **********************. I've been trying for about a year and they are giving me the run around. The membership is $50 per month and I've held an account now since 2018 and would like to cancel immediately. I've sent emails, left voicemails, and talked to people that say it's "not their department" and cannot help. They say the only way to cancel is to reach "private storage" at the LA branch. When you call that line, it'll take a voicemail and then hang up on you. No one will call you back. I've talked to several people at different locations who have "sent an email on my behalf" to close my account, but nothing ever closes. This business feels like a scam when trying to close an account. Also, my account expired on 7/26/2023 (5-yr contract) and I expected the account to close then, but it didn't. After failing trying to close the account, I read the contract small print that says the account will be continued to be charged until closure, even after contract expiration. I can't get this business to close this account.

  Business Response

  Date: 05/06/2025

  Hello, 

   

  In reviewing the details of this client depositor account, this storage contract is closed as of 1/2/25 - no charges for storage after 12/26/24. I also should the account at a zero balance. I do see that this issue was resolved but if you shall need any other assistance, please feel free to contact me. 

• Initial Complaint

  Date:10/21/2024

  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.

  Early July. Recently found email ******************************** Havent received response. Canceled order not on my behalf.

  Business Response

  Date: 05/06/2025

  Hello, 

   

  In looking into the account ******** / ********* ***** -  I do not see any orders created for specimen as I only see posted orders for donor subscriptions. I see attempts of charges but all was declined. 

   

  Please let us know if there are any transactions that need to be reviewed. I would be happy to look over activity or any questions you may have on the account. 

• Initial Complaint

  Date:07/09/2024

  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 purchased two vials of donor sperm from *** at USD$2195 per vial, and later requested a buy-back of one vial (before anything was shipped). I was told the buy back would be processed and a refund issued for one vial. No refund has been issued, and the waiting times are well past their quoted timeframes. Ive called and emailed several times requesting clarification, and have had no response. My clinic has also raised this with ***, again with no response. It seems that Ive been the victim of a scam and the buyback offer is false advertising. The lack of any response to requests for information is extremely poor customer service, and does not present as a professional business. I would like someone from *** to contact me asap to explain the delay and discuss a resolution to this. The *** process is stressful enough without dealing with a dishonest, unprofessional business like this.

  Business Response

  Date: 05/06/2025

  Hello, 

   

  In looking into the details on C2723432 ****** *******, the buyback was completed, and the funds were refunded to the credit card on file as requested. Our records indicate the Buyback was completed within 4-8 weeks from getting the buyback request as stated on our confirmation email. 

  If you shall need any other assistance, please feel free to contact me .

• Initial Complaint

  Date:06/25/2024

  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.

  On 06/15/2024, I had a visit and signed up for a program. However, I was told that there would be no interest on the loan by ******* *******. After getting home and reviewing the loan documents, I realized that the loan constitutes a 36% interest. I sent an email on 06/16/2024, to advise ******* that I was no longer interested in the services due to the absurd interest of 36%. I did not receive a response. On 06/19/2024, I, again, reached out to the company and was given another email address to send my request to. I have not received a response. On 06/26/2024, ******* contacted me and stated that she is not willing to give a refund or cancellation of treatment, stating it must go through the higher **** I have received no services. She refused to provide me with contact information for the legal team or corporate contact information. I inquired where I can send legal documentation since I would have to find a lawyer to take my case. Again, she refused to provide me any information.

  Business Response

  Date: 05/06/2025

  Hello, 

   

  In reviewing the details, we would need more information in regard to whom the loan was through and the client's first, last name and or telephone number to look up the client information. If we can more client information we would be happy to assist with resolving this matter 

• Initial Complaint

  Date:11/25/2023

  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.

  Unable to reach the embryo storage coordinator (***********************).Left multiple email and voicemail message.Also contacted the billing department and asked for a manager call back.No response over several months.unable to reach a human via their answering system.I would like to be contacted by the manager / owner to further discuss our experience.

  Business Response

  Date: 11/28/2023

  We apologize for the communication issues you experienced. We have since been able to successfully connect live on the nature of the request and provided resolution.  
  
  Thank you.

  ******************* - California Cryobank

  
  

  Customer Answer

  Date: 11/28/2023

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

• Initial Complaint

  Date:07/05/2023

  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.

  My wife and I had a terrible experience with the California Cryobank, and I know I will not be refunded 100% as the customer should in this situation so Im writing this complaint hoping that the scam business will get shut down.They're EXTREMELY expensive. Overpriced for poor quality. They not only charge you $1245 per vial (while paying each donor only $100), they fail to inform you that each vial is only about a quarter of a man's full ***********. When a donor donates one specimen, CCB then divides this up into 3-4 vials, so you really need about 3-4 vials per pregnancy attempt. Doing the math, the cost is nearly $5,000 per pregnancy attempt - they did not tell us this. Shipping- even though we are local to the bank (in ***********), they would not allow us to pick up "because of Covid" and instead charge $250 per shipment.At any point the donor may show up as no longer donating, so if you are planning on more than 1 child, you have to purchase far more vials, because our finances could only afford to purchase 4 vials, and of course very shortly afterwards, our donor was no longer available with CCB.Our first 2 IUI vials did not end in a positive pregnancy, and they actually made my wife bleed heavily, and get sick, flu-like symptoms, thinking she was pregnant but these vials somehow just threw off her cycle. Shes very normal, ovulating, period, etc, no abnormalities each month, yet whatever was given by this sperm bank had very strange effects. That left us with only 2 vials left. And because we would like more than one child, and this donor apparently has no more vials available, we were nearly forced to return the remaining 2 vials we had purchased and choose another donor. The return policy is only half the price of what you purchased. Why? Thousands of dollars are wasted for the sperm to never even leave the facility. This place is extremely money hungry and will try to scam you in any way possible.

  Business Response

  Date: 07/14/2023

  Hi Ashten, 

  I'm unable to assist you with your request for refund at this time. 

  I've reached out via email and phone on multiple occasions, and we've been unable to connect and resolve the matter. 

  You have my direct phone and email and I'll be more than happy to assist you when the timing is right for you. 

  Take care, 

  *******************

  Director Sales/Service - Sperm Call Center

  California Cryobank 

• Initial Complaint

  Date:02/08/2023

  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.

  My wife and I purchased a vial of donor sperm in January 20th through this company and attempted three times to get the company to release the sperm to us. The company claimed three different times they did not receive the necessary information needed to release it. We confirmed every time that the correct information was given to them, and each time we were met with resistance. My wife called and emailed relentlessly for three weeks because this is time sensitive, and she could not get an email or callback from this company. She finally got through today (Feb 8), and the company stated yet again they did not receive the information. Only after she refused to get off the phone did they miraculously find it. They then told us it would cost an additional $290 to ship it, which was nowhere in the price at checkout. In this hidden fee which is located deep within their website (the representative had to walk us to the location) and nowhere in the purchase of the donor, we were informed it was to pay for the container to ship to us and back to them. Long story short, the company conducts business in a very shady manner, hiding fees from customers and failing to return communications. We purchase a product from a company and they hold it hostage with hidden seemingly arbitrary fees. We are requesting a refund for the shipping fees that are hidden on the website: *************************************. This company deceives its customers by not including this fee anywhere in the purchase, including the receipts sent.

  Business Response

  Date: 02/09/2023

  Dear ****** and ******, 
  I'm very sorry for the experience that you have had at the California Cryobank. I can assure you from my 10 years of service with the company that in no way is it our desire to provide anything less than a completely satisfied experience. My deepest apologies for the stress and confusion regarding the shipping cost and regulations/forms that were needed to complete your order.
  I was able to leave you a voicemail today as Im hopeful that we can connect to ensure that if any service is needed in the future that youll be assisted with the greatest of care. In the meantime, I would be more than happy to issue you a full shipping refund as an act of good faith with an apology for the stress caused throughout the process.
  Ill share some excerpts and links from our site showing that were in no way attempting to deceive our clients about our standard shipping procedures:

  
  ************************************************************************
  ******************************************************

  
  Domestic Shipping
  All specimens are shipped in liquid nitrogen "dry" shippers which are designed to maintain the proper temperature for up to 5 days from the date of shipment. We highly recommend the shipping tanks only be opened by qualified medical personnel.
  Procedures for thawing and handling specimens are included in every shipment. Injury may result from handling by untrained persons.
  Shipments are pre-paid both ways and can be sent to either the recipient's home or the physician's office. Same-day ordering and shipping may be available at an additional fee. Please note that donor specimens are shipped from our *********** office.

  
  I look forward to the opportunity to be able to speak with and assist you in the future.
  Thank you for your feedback and I personally apologize for your recent experience with us.
  Take care,
  **********************
  
  ********************** | Sr. ******** Sperm Call Center
  T: ************  F: **************
  
  **********************
  11915 **************** | *************** 90025
  generatelifesciences.com