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:09/08/2025

  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.

  I paid up front for both of children's cord blood to be stored until they reached 18 yrs of age. My oldest turned 18 in 2022. I advised I longer wanted it stored. I was told I had an outstanding balance of $330, which I felt was unfair, but I have paid it. *** never sent bills by mail and called my home so much it was harassment. I was threatened with being sent to collections. I was then contacted to sign forms for donation or destruction of the cells. The forms are confusing and what is in small print at the end is "destruction fees" that must be paid., but the amount is not provided. This company holds you hostage at every turn. They do not send you bills. They threaten and make it extremely difficult to close your account. It appears they are forcing you to donate to avoid fees. I was also told that if the $330 was paid there were no more fees-BUT THERE ARE. I still am not 100% sure what the destruction fee amount is. I also have my younger child paid up until he turns 18 in May 2026, and I have requested that be closed to avoid additional costs, but there will be a destruction fee for him as well. The company is a rip off and I do not want to give them any additional $$. I want the destruction fees waived. Further, while I paid the $330 outstanding balance on my daughter's account, I was never properly billed for it and CBR refused to lower it while holding my child's stem cells hostage. They are completely deceptive.

  

  Business Response

  Date: 09/16/2025

  We have carefully reviewed your concerns and are committed to reaching an amicable resolution. We recognize the importance of stem cells and take every measure to meet the needs of all our clients. We would like to confirm that an email sent on September 9th, 2025, addressed your questions regarding the sample destruction. We kindly ask that you review the email so we can move forward with closing your account. Please reply to the email with any additional questions you may have regarding your account.   

• Initial Complaint

  Date:08/19/2025

  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.

  After being a customer in good standing for 15 years, I reached out to *** in 2023 to cancel services, and removed my billing info from auto-renewal / auto-pay. I received no response from ***. I received a new billing notice in 2024, and again reach out to cancel and request reversal of charges. Again, received no response. I subsequently reached out via, phone, email and "contact us" on ***'s website to confirm cancellation. On May 2, 2025, I received an email response saying services could not be cancelled until I filled out required forms, which could only be sent after I called CBR. After multiple additional email requests to *** requesting that the cancellation forms be sent via email, they finally emailed the forms. I filled out the disposition forms, struck the language that said I agreed to pay any outstanding amounts due, returned the forms and requested all outstanding balances be reversed. On May 16th, I received confirmation that the forms were received, the account would be closed, that 2025 fees would be waived, and that the request for waiver of prior fees would be sent to the finance department. On June 12, 2025, I received an email from CBR: "confirmation of account continuation...We are glad that you've chosen to continue protecting your child's newborn stem cells with CBR." I did not agree to continue service!!!! I again emailed *** to confirm cancellation, account closure and zero balance due. On June 13th, I received an email response saying, "This email serves as your confirmation of closure for your account with CBR." In Aug, 2025, I received a new billing statement from *** with charges from 2023 to 2025. I again reached out to request a statement reflecting account closure back to 2023, and zero balance due. I was told that 2024 and 2025 fees could be waived, but that I still owed for 2023. I reiterated that I had cancelled service at that time and request all outstanding balances be reversed.

  

  Business Response

  Date: 08/26/2025

  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. Every situation in which a storage payment is past due is different and like for other clients, we reviewed with you on how to close the account as well as communication in regards to the past due balance, please reach out in order to review options available to complete this matter.

  Customer Answer

  Date: 08/26/2025

  **** response doesnt address my request to provide a statement reflecting zero balance due based upon my original request to cancel services in 2023. *** has been unresponsive to multiple requests to cancel services despite ************************* good standing.  I am again requesting my account be closed as of 2023, when I initially cancelled services, and for a statement to be provided that reflects closure and zero balance due.  Thank you. 

  

  Business Response

  Date: 09/03/2025

  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 reviewed with you account closure as well as communication in regards to the past due balance and the options available. Please reach out if you wish to go over the options previously provided in regards to how best to complete this matter.

  Customer Answer

  Date: 09/03/2025

  I have again responded to the additional information request and,   again, have not received a response back from ***.  I am continuing to request confirmation of  zero balance due in connection with my multiple requests to cancel services beginning in 2023, to which *** failed to respond. After being a customer in good standing for 15 years, i would appreciate prompt resolution of this matter.  
  

  Thank you. 

• Initial Complaint

  Date:08/14/2025

  Type:Customer Service 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.

  This business has called/contacted me many times. Specifically ***** ******** after I replied to her emails asking to be removed from calls and emails. Highly unprofessional to repeatedly harass someone that has asked to be left alone. Yes I am pregnant, yes I am having a baby, no you dont have a right to harass me for my babies Umbilical Cord Blood. Screenshots show direction for removal on July 25th and receiving emails and calls on August 14th.

  

  Business Response

  Date: 08/18/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any distress or inconvenience caused by our communications, especially during such an important and personal time in your life. We take your concerns very seriously and have thoroughly reviewed the situation. Please rest assured that we have taken immediate steps to ensure your contact information is permanently removed from our outreach lists. If we can be of any additional assistance, please feel free to reach out to us at any time. Thank you.   

  Customer Answer

  Date: 08/18/2025

  
  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:08/12/2025

  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.

  Cord blood for my children was collected & stored with Cord Blood Systems **** Summer 2023, I called stating that I no longer wished to store the cord blood and they could donate or destroy it. I was put on hold twice and eventually hung up. I never received papers to sign. 6/24: I email confirming my cancellation & requesting that they cease invoicing me. 6/24: I confirm to F ******, ClctnSpec, my intent to terminate my account & explain my previous call. 6/24: ****** emails requesting $465 to proceed with cancellation. 8/24: I respond citing a recent NYTimes article exposing unsanitary conditions at their storage facility and request that CB waives my 2023 balance of $465. 8/24 ****** responds that someone from our medical team will be reaching out to you shortly. 8/24 A clinician emails that they cannot confirm that my childrens cord blood is sterile or viable because to do so would risk their sterility and/or viability. 5/30/25 G ******* ClctnSpec, emails that I now owe $1,240 (previously $465), though they will accept $940. Also, because they havent received signed paperwork, they cannot close my account. 6/25 Frustrated, I respond that I am willing to pay $465 to close my account. Send the papers and I will return them with a check for $465. 6/23 ******* replies that $940 is required to send me papers to sign requesting account termination. Further, she threatens sending my account to a collection agency and destroying my credit. The NY Times and others have exposed unsterile conditions at CBs facilities. *** cannot offer any proof that my samples are viable. CB is engaging in unfair & predatory business practices, charging storage fees despite my repeated (verbally and in writing, to multiple CB **** over two years) requests that my samples should be destroyed or donated. I still haven't received the papers they require to terminate my account. Meanwhile, they continue invoicing for unwanted storage. I request help terminating my account with no balance.

  

  Business Response

  Date: 08/18/2025

  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. 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. A finance supervisor has reviewed your case and will be reaching out to you in order to resolve this matter please return the call at your earliest convenience. 

• Initial Complaint

  Date:08/07/2025

  Type:Sales and Advertising 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 scamming people. I entered into an agreement with them in 2002. I never agreed to electronic communication. All correspondence was via mail. They changed their protocols per COVID and stopped sending mail. I had an old email address on file. The email address has not been accessible since 2009. Any email should have kicked back as not available due to a company name change. After not receiving payment for one year, they should have sent a notice via mail. They never did until 2025, requesting three years of billing. This is not acceptable as I would have cancelled after the contract period ended with proper notice.

  

  Business Response

  Date: 08/19/2025

  We understand the value of these stem cells as a resource, and for this reason, 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 unique, and, like for other clients, we are ready to help find a resolution that works for your family and still provides the opportunity for you to maintain these stem cells for your use. A finance supervisor has reviewed your case and will be reaching out to you to resolve this matter. Please return the call at your earliest convenience.

  Customer Answer

  Date: 08/19/2025

  Please ask CBR for the original email kick back from Year 2022. They have not been able to provide this documentation. I have always communicated with CBR through mail. Per the company they changed their communication after the pandemic but never notified me in writing they would not be communicating in writing. I thought I had cancelled this contract and to date I have asked for cancellation papers as of 8-7-2025 and I have not received them in over a two weeks. Per the company they were going to call me in three business days and I have not heard from them. My scam guard on my phone has been off since 8-7 and no call from this is company on recorded. Nor have I received a certified package in the mail. This is their pattern and they have several complaints. 

  It should not take a company three years to send alternative billing information if they originally sent the email in 2022. The company email domain has been since 2006. 

  

  Business Response

  Date: 08/20/2025

  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:07/29/2025

  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'd like to second the below review as this is exactly what has happened to me and is still happening. CBR services was purchased for me and my unborn child as a GIFT. I did not commit to anything other than receiving the gift from a friend for a year's worth of storage. After that, it was supposed to be terminated. I continue to receive charge notifications and continue to call them over and over again with email documentation stating that I never committed to any additional year once the gift was terminated. Please reread the review below and notice it a second review from me.
  
  Parents and families considering cord blood services should be aware of how CBR treats families - read the many complaints and poor reviews about how CBR keeps trying to charge families after we thought we canceled the service, and how complex and difficult they now make it to follow the cancellation process they claim is necessary.
  Like many other complaints, I contacted CBR to cancel our cord blood service and dispose of the samples several years ago, in late 2020. After receiving a letter a few weeks ago from CBR claiming that we owe hundreds of dollars for the past few years, I called CBR. They claimed their system showed no record of our cancellation communication in late 2020, and that as a call service rep they could not help with cancellation. The complex process they claim is necessary for cancellation and their focus on claiming charges for services that were unknown, not done with our knowledge and consent, and already terminated to the best of my knowledge requires - at least - this complaint.
  
  At the least, CBR should provide us with cancellation documents that list a zero outstanding balance rather than the ones with the fees they are trying to claim since 2021. And ideally stop harassing other families who thought they'd canceled.

  

  Business Response

  Date: 08/07/2025

  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. 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 Finance supervisor has reached out via email and phone in order to go over the account with you please return communication at your earliest convenience. 

• Initial Complaint

  Date:07/18/2025

  Type:Order 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.

  Business Name: CBR Systems, Inc. (Cord Blood Registry)
  Business Address: 6550 S. Bay Colony Dr., Suite 100, Tucson, AZ 85756
  Phone Number: (888) 776-3285
  Website: ************************* 
  Nature of Complaint: Billing/Collection Issue
  
  Complaint Details:
  
  My family paid in full at birth for 18 years of cord blood storage through CBR Systems. Now that our daughter has turned 18, the company is demanding a $310 payment and requiring us to sign a form that imposes new terms — including agreeing to pay a balance that was never part of our original agreement and giving consent for donation or destruction only under their conditions.
  
  We have submitted a formal cancellation and requested destruction of the sample. The company refuses to comply unless we sign their release and pay additional fees that we do not legally owe. This is unethical and deceptive, essentially holding the cord blood hostage unless we pay more money.
  
  I am requesting the BBB help resolve this dispute and ensure our account is closed with no balance and the sample destroyed per our original agreement.

  

  Business Response

  Date: 07/23/2025

  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. We confirm that an email with the Destruction paperwork reflecting a zero balance was emailed on July 21st, 2025. We ask that you please review, sign, and return the Destruction paperwork so that we can properly close your account. We remain committed to providing you and all our CBR clients with the exceptional service and dedication that has established us as a leader in private newborn stem cell preservation. We appreciate your continued trust in us and look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the CBR family.    

• Initial Complaint

  Date:07/05/2025

  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.

  Parents and families considering cord blood services should be aware of how CBR treats families - read the many complaints and poor reviews about how CBR keeps trying to charge families after we thought we canceled the service, and how complex and difficult they now make it to follow the cancellation process they claim is necessary.
  Like many other complaints, I contacted CBR to cancel our cord blood service and dispose of the samples several years ago, in late 2020. After receiving a letter a few weeks ago from CBR claiming that we owe hundreds of dollars for the past few years, I called CBR. They claimed their system showed no record of our cancellation communication in late 2020, and that as a call service rep they could not help with cancellation. The complex process they claim is necessary for cancellation and their focus on claiming charges for services that were unknown, not done with our knowledge and consent, and already terminated to the best of my knowledge requires - at least - this complaint.
  
  CBR was acquired by Cooper Surgical in late 2021. It seems worth investigating how the merger affected their records and how their owners set the priorities for their recent efforts on additional fees and threatening to refer to collection former customers who thought CBR' services had ended years ago.
  
  Our experience and others who have filed similar complaints are an important set of information for parents and families considering companies in this space. Do you want a company that is working to take care of you and your family? Or one that appears focused on claiming and collecting more fees, and threatening families with collection agencies for services that families thought were ended?
  
  At the least, CBR should provide us with cancellation documents that list a zero outstanding balance rather than the ones with the fees they are trying to claim since 2021. And ideally stop harassing other families who thought they'd canceled.

  

  Business Response

  Date: 07/11/2025

  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. Every situation in which a storage payment is past due is different and like for other clients, we have reviewed the account with you as well as confirmed that our record systems have not changed nor have been impacted at all. We have also reviewed the closure process and what is needed to terminate the account. Please advise us on how you would like to proceed as the account currently remains open.

• Initial Complaint

  Date:06/19/2025

  Type:Order 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 started our registry in 2010 for our 1st child then in 2014 for our 2nd child. We did not want to renew 3 years back for our first one and don’t want to renew for our 2 nd child as well now since she was paid ahead. We responded to the call received to pay and said we are not interested in continuing 3 years back and never heard back. When we received another call in few months we did the same and no call back. The business now claims that we should pay for last 3 years because they failed to call back and see there were issues in our account setup that is no auto pay for first child and no registration even for our 2nd child. They want to us to complete a registration 11 years later .
  
  This has yet to be the worst fraud. I asked to provide proof that they even have our child sample and they said we don’t do that.. when they don’t even have our child’s registration information and yet they were charging us ?
  
  We would like to close both accounts one is currently paid till January and one is 3 years unpaid because we called you to cancel and they never called back. We will not be paying any past payment because of your inability to follow up and have proper registration . Neither will be be signing any registration contract since you did not do proper sign up.
  
  Please proceed with the immediate closure of both accounts. If you are in possession of any biological samples belonging to our children, we request that you securely destroy them and confirm once this has been completed.

  

  Business Response

  Date: 06/24/2025

  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.  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. Please either respond to the email sent from our finance team or return our call at your earliest convenience so we may review the information with you and come to a resolution.

  Customer Answer

  Date: 06/25/2025

  hi, CBR is asking me to pay for an account that they did not follow up to cancel . I had called to cancel and nobody called back 3 years ago. On top of it they had not even completed registration of my younger child proof attached in the email by their agent . They accepted payment from me for 11 years with no registration. They did not even provide proof that they even have my child’s cells. 
  

  I will not be paying for these cells anymore . Close my account and return my children’s  cells to me if you have them . If you do not have them then I guess I need to proceed differently and file a complaint with my credit card company. Since you have been taking payment from me for something you don’t have.

   

  Eshi

• Initial Complaint

  Date:06/17/2025

  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.

  Signed up years ago after birth of children. All good until I tried to cancel with them over 4 months ago. Called multiple times and kept saying we will have someone contact you back. received nothing. Now here we are 4 months later and tried again. Spoke to a very nice young lady named Anastasia. She assured me she would email me the cancellation paper to sign....but still nothing. After reading over 40 other similar experiences on the internet from other customers I can see this is their obstructionist pattern for cancellations. Please assist in refund of most recent charge and cancellation of all future charges.

  

  Business Response

  Date: 06/20/2025

  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. We confirm that your account and billing were terminated as of June 20th. You should have an email confirming the cancellation of the account.  We remain committed to providing you and all our CBR clients with the exceptional service and dedication that has established us as a leader in private newborn stem cell preservation. We appreciate your continued trust in us and look forward to partnering with you in the future of stem cell science. Thank you for being a valued member of the CBR family.