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A BBB Accredited Business since
BBB has determined that Fairfax Cryobank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Fairfax Cryobank include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Type of Entity
Business ManagementMr. David Wise, President & CEO Ms. Cheryl Daubenberger, Director of Client Services Ms. Amy Erickson Hagen, Compliance Officer Dr. Michelle Ottey, Director of Operations Mr. Stephen H. Pool, Director Mr. Sean Swindell, CFO
Sperm Banks Cryogenics Laboratories - Medical
Alternate Business NamesCryogenic Laboratories, Inc Genetics & IVF Institute
3015 Williams Dr Ste 110
Fairfax, VA 22031 Directions
University City Science Center 3401 Market St ste 205
Philadelphia, PA 19104 Directions
1944 Lexington Ave N
THIS LOCATION IS NOT BBB ACCREDITED
4201 Marathon Blvd # 303
Austin, TX 78756 Directions
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Additional Phone Numbers
- (215) 386-1977(Phone)
- (512) 206-0408(Phone)
- (651) 489-8000(Phone)
- (703) 698-3976(Phone)
- (800) 466-2796(Phone)
- (703) 698-3933 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
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Read Complaint Details
Complaint: I ordered ***** on friday and the ONLY option i was given was for it to be deliver on 6/25/13 by 7am. I have the paperwork stating it would be deliverd by 7am for $545! They now contacted me for another $100 to get it there by 7am! This is false paperwork stating it would be there by 7am. What I have says I agreed to pay $545 for service by 7am which is what I agreed to.
Desired Settlement: I would like to be refunded my $100 I just paid since the proof I have says $545 for delivery by 7am.
Dear **. ******,
I have evaluated the information regarding the complaint submitted to the Better Business Bureau by ****** ****** 06/24/13 3:24:05 PM.
I also reviewed this patients complaint and am unsure where **. ******* saw that her order would be delivered by 7AM? I have thoroughly reviewed all signed documents from **. ******, as well as reviewing the online ordering process and the only information I found was a statement online, during the checkout process that stated "ALL ORDERS ARE SHIPPED AT 7AM DAILY."
I attempted to contact **. ****** personally on Friday, July 5th, as I wanted to personally touch base and apologize for her experience and interaction with this most recent purchase. I also wanted to confirm that we have already processed the refund of $100 for the rush fee she was charged for this shipment. It is important to mention that it can take betweemn 5-10 business days for this to post back to her credit card statement. I have also personally spoken with the Client Service Representative that she spoke with, as this call should have been "bumped up," to a supervisor since she was not satisfied with her experience. We strive to provide WOW! customer service at all times and regretfully failed to do so with **. ******.
Since it seems as though there was some confusion while **. ****** placed her online order and we would like to fix this confusion for all of our patinets, going forward. I am hopeful that **. ****** will give me the opportunity to speak with her directly, so that I am able to correct this confusion and potentially retain her as a client. If she would allow me the opportunity, I ask that she contact me directly, at ###-###-####.
Director of Client Services
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Thank you for following up. As I mentioned in my original response, a refund of $100 has already been processed and it can take between 5-10 business days for this credit to post back to the clients credit card statement. I hope that this satisfies this complaint and if I should be of any additional assistance, please do not hesitate to let me know.
Director of Client Services
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
BBB's Final Determination: Consumer accepted resolution offered by the business.
|10/29/2011||Problems with Product/Service|