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:01/11/2023

  Type:Delivery 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 purchased 2 vials of donor sperm on 5/23/22. Shortly thereafter I made a request that 1 vial be sent to my fertility clinic. I'm also aware of the buy back program and was interested as I still had my second vial stored with CCB. I learned on 1/9/23, that my second vial had left CCB and was supposedly sent to my fertility clinic (clinic denies, see below). I was upset as I never authorized this. I was never aware that second vial ever shipped. According to my orders, one vial was sent on 6/7/22 (the approved one) and a second was sent on 6/8/22. I was never made aware of this occurring. I called CCB yesterday and was told that the only person who can handle this is the manger and my fertility clinic is at fault as "they returned the vial" (the vial that was never authorized to be sent) I have been attempting to reach their manager to further discuss and review calls placed, but I am being ignored. I reached out to my fertility clinic to confirm that they sent the vial back and I received the following: Hi ****,I spoke with andrology and they reported they only received 1 vial of donor sperm on 06/09/2022. That vial was used for your IVF cycle on 06/28/2022 and was refrozen into 6 other vials, which were later disposed per your request on 01/06/2023.There was no 2nd vial sent/received. Andrology does not reject samples or send them back to the cryobank without a patient's consent. They did not see any notes from andrology of such happening, so most probably it was never sent out.At this time I am requesting a full refund of $1,245 for the vial of sperm that left their location without direct permission from me, the patient. This is a violation and I want it to be addressed.

  Business Response

  Date: 02/28/2023

  To whom it may concern, 

  I was able to connect with **** over the phone and resolve her complaint with the California Cryobank. 

  Thank you, 

  **********;

  Customer Answer

  Date: 03/02/2023

   
  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,
  
  ***********************