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:04/27/2023

  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.

  I paid my balance and sent in signed forms to close my accounts. But the CBR keeps trying to bill me and tells me they never received any papers. I see that this is a pattern from them. Filing this report because I suspect they will try to send me to collections despite my paying and closing my account.

  

  Business Response

  Date: 05/02/2023

  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.

• Initial Complaint

  Date:04/19/2023

  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.

  We signed up for a storage service at the time of our daughter's birth in 2017 through CBR. We paid for a few years of service through 2020 and decided to cancel after our last payment in 2020. We talked to a representative on the phone at that time period and was acknolwedged we cancelled.
  
  We are now being contacted now by their collections department asking for us to pay 2021 and 2022 bills totaling $760 before they can 'cancel' our agreement. We have asked for CBR to honor our termination discussion in 20220 and terminate the agreement based off our conversation in 2020 and they won't' cancel until we pay them $760. I feel like this is an extortion attempt and would like BBB to step in to help.

  

  Business Response

  Date: 05/02/2023

  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.

• Initial Complaint

  Date:03/20/2023

  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.

  It seems like I am NOT the only one that is disenchanted with CBR. I guess all I can do is file a complaint with BBB and find a lawyer. in 2008 and 2011, I had both my Childrens' embryonic stems' collected. BOTH my children have autism. CBR is alleged that they have partnered with **** Un. Hospital for their study with use of personal stems cells for the treatment OR the reduction in the presentation of AUTSM. My child born in 2008, was informed that his allergy to Garlic and his genetic issues would not allow him to be able to participate in the **** Un. Hosptial study. My 2nd child, born in 2011, HAS no allergies, and DOES have a genetic which would cause her autistic presentations! CBR NEVER followed through to share my desire to participated with **** Un. Hospital. I sent emails (saved) made phone and even threaten to MOVE my cells because simple CBR refused to allow my child to apply! A few days ago, I ASKED again, and I was informed that the study was closed. I had been trying to APPLY for the PAST 8 YEARS! A rep from **** never called, emailed, texted, sent a letter or etc. for me to reply! CBR is a fraud! They are tricking good parents to keep their pocket lined with millions of dollars from caring parents! This racket HAS TO BE STOPED. Its simply unfair, mean and unjust!

  

  Business Response

  Date: 03/27/2023

  CBR’s primary purpose is as an umbilical cord blood tissue and storage facility.  Per our client agreement, which was reviewed and accepted by this client with each of her children, “newborn stem cells are not the treatment of choice for all diseases or conditions and, should the need arise, the decision to use the newborn stem cells stored under the Individual Account is strictly between the client and the attending physician”.
  
  CBR is not, and does not claim to be, affiliated with **** University and cannot determine eligibility or manage enrollment of their research protocols. CBR can provide contact information for treatment options, but clients must contact the researchers to determine eligibility and discuss potential enrollment. In this specific situation, CBR has been in ongoing communication with the client and provided contact information for **** University on multiple occasions. As courtesy, we did inform this client that **** University has changed the eligibility criteria for their Expanded Access Protocol and that Autism Spectrum Disorder is no longer a condition treated under this protocol, but CBR has no influence on any decision by **** University regarding their research using cord blood and/or tissue.
  
  Link to Clinicaltrials.gov listing for **** University’s Expanded Access Protocol: **********************************************7
  CBR provides this link and contact information to clients requesting information about **** University’s research. The page shows eligibility criteria and, at the bottom of the page, contact information, sponsors and collaborators, and investigators are listed. Note that CBR is not listed anywhere on the Clinicaltrials.gov site as a collaborator and we are in no way able to influence eligibility or participation in this research.

• Initial Complaint

  Date:03/17/2023

  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.

  In February 2023 I got a voicemail asking me to call to update the billing for my 2 accounts held at CBR. I was planing to cancel my accounts this year but had not called in yet. However within a week or so of that call, my credit card was I fact automatically billed. I do not dispute that I have given them my credit card information. But the call asking me to update my annual payment led me to believe that my card was no longer linked. Around Feb 22 I saw my statement and that I had been billed automatically by CBR. I contacted customer service and I chatted with customer service reps on several different days. The final rep said that I could cancel the remainder of the year but would be billed for the days already passed in February. I agreed. they told me I would have to speak with another specialist to cancel and that they would be reaching out with 1-2 days. I did not receive a call from this specialist (*****) for several days, so I called back.
  
  Eventually on 3/2/23 I missed a call from ***** but called back the same day and left a message. No return call. I called again on 3/6/23 and left a message. I Missed a call from her on 3/8/23. Called back on 3/9/23. Called again and left a message on 3/13/23. No call back. Called again on 3/15/23 and left her a message. I then also called the management main customer service number seeking help. I spoke with a rep who coordinated a time for ***** to call me back at 2pm on 3/15/23. She did not call. You can see the time stamp on my email that I was waiting and available for her call which she did not honor. She states there is paperwork to be filled out to cancel but has not sent it in the nearly 3-4 weeks I have been trying to cancel. All while telling me I will continue to be responsible for storage fees until the paperwork is completed.
  
  I’m not saying they stole my credit card information. But to give the impression I would not be auto-billed and then to prevent me from terminating feels borderline fraudulent.

  Customer Answer

  Date: 03/21/2023

  > Hello,
  >
  > To whom it may concern I was finally sent the documents needed to close my account. And the company has initiated the partial refund. I will no longer be needing assistance in closing this matter.
  >
  > Thank you for your support.
  > ***** *******

• Initial Complaint

  Date:03/10/2023

  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 contacted CVR to cancel my account in 2019. I had to cancel my credit card because they gave me so much grief and were so resistant to my canceling. But I filled out everything, said the cord blood could be donated, and then yesterday in the mail I get a statement saying that I owe $725 for four years of back Fees for them keeping my cord blood that I wanted them to throw out in 2019. I called them to again asked that they close my account and they say unless I can produce paperwork from 2019 saying that I was closing the account, I am responsible for it and they will not close my account .

  

  Business Response

  Date: 03/16/2023

  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. 

• Initial Complaint

  Date:03/01/2023

  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.

  We paid for cord blood storage for our son for 18 years upfront and we paid in full. At the end of the 18 years my husband (the father of this child) called to close our account. He was told that I needed to call for some reason. I followed up with a call and was told that I needed to speak with one of three people for that and they were all on other calls but I could leave a voicemail. I have left several voicemails and emails with an employee named **** ******* and I keep getting messages or emails days later that lead me nowhere. The most current email said that they haven’t received the proper paperwork to close my account. I was never sent paperwork to close my account. The latest email also said that I am continuing to accrue fees as this process drags on. I truly believe this is by design. I have never had an overdue payment in my life and I cannot believe that this is how they do business. They were certainly quick to take our calls and money when we opened our account. I want this account closed without additional fees charged on the back end while this is intentionally delayed and I would like a timely response.

  

  Business Response

  Date: 03/03/2023

  We appreciate you taking the time to connect with our Client Advocacy Specialist 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.    
  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: 03/12/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19521712, 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. I thank the BBB for their time. Had I not reported the issue to the BBB I do not feel the issue would have been addressed by the company. I see that I’m not the first to have such an issue and this seems to be a regular occurrence. The company needs to re-examine their policies and procedures when a client’s account comes to an end. I believe it is set up in the current way in order to attempt to receive more fees from their customers.

  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
   

  
  

• Initial Complaint

  Date:01/11/2023

  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 agree with all the other complaints that make it impossible to cancel this account. I cancelled it in 2020 and they made me pay the entire amount and then never cancelled the account and now i am being charged another $550. The Company does not have an adequate process on how to stop charging me money but only knows how to collect money. We never used the cord blood so i cannot speak to that. They are not helpful on the phone but make all kinds of threats to send me to collection. I was actually waiting for them to do that so that i could file a formal complaint that might matter. But gave up and tried to start the year off right. I have paid the $550 ransom. sent in the paperwork and this complaint hopefully ensures that this time the account is finally closed and as sarah told me today i will not be charged another dime! Parents - when researching look on the website for closing an account option! Beware if they say to call in!!

  

  Business Response

  Date: 01/20/2023

  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 account closure request. The proper documentation has been received and the account will be closed as requested.    

  Customer Answer

  Date: 01/23/2023

  the manager called me and said she would provide a credit because the account had not been closed the first time as requested. I have not received an email confirming that I was credited the $550 extra I paid. Nor do I see a refund has been processed on my credit card . 

  

  Business Response

  Date: 01/27/2023

  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.    

• Initial Complaint

  Date:01/09/2023

  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 signed up for this because my father is battling Cancer, the the “research” suggested that it could be helpful to keep him alive. As I suspected, the samples collected by the company were not and couldn’t not be used by the doctors. After the first year, I wanted to cancel, because I no longer needed the samples, as they could it not help my father.
  
  After speaking with several employees, attempting to cancel the subscription, I finally spoke with the cancellation department, who offered me a year off to reconsider canceling my subscription. Fast forward to the end of the complementary year, yet again, there was a balance, which accursed after the complimentary period. The team members says it is the lowest offer. I was again trying to cancel, and the team members said, you cannot cancel because you now have a balance!
  
  The company purposefully did this to prevent me from cancelling and pulling at the heartstrings of people who have medical issues. No remorse at all!

  

  Business Response

  Date: 01/11/2023

  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.

• Initial Complaint

  Date:12/22/2022

  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.

  This company appears to be trying to trick customers into paying for extra years and stops you from cancelling if you are disputing a payment. We used CBR when our daughter was born in 2002. We paid upfront for the 18 years. At the end of 18 years it is up to us if we want to continue. At 18 years I let them know we would like to cancel (they sent some type of notice in the mail letting us know that our paid storage of cord blood was coming to an end) and we sent it back with a note not to continue. We never heard anything again until 3 years later. In December, 2022, I received a bill in the mail for $450.00 listing overdue payments of $150 3x for the years of 2020, 2021, and 2022. This was the first written response ever received. They bill you on an 18-year-old email address for the first 3 years. I feel hey actually don't want you to know you are being billed, because then you would call and go through the difficult hoops they make you jump over to cancel. Instead, they want to accumulate several years of bills that you owe before they really attempt to contact you. Apparently, they billed me each year on a defunct 2002 email address, but never once followed up with a written notice. My address has not changed once during this time. They never sent me a physical bill until I owed them $450.00. When I got this bill, I called and tried to find out why they would not send a mailed bill. I said, "You must have had multiple instances by now where people do not have their original email addresses. Why would you not contact me once by mail during this time?" Interestingly, they also did not report this unpaid bill to any credit company. I am guessing this would have let me know that I owed them money and they do not want you to know that because they don't want you to cancel. During multiple calls, I requested to cancel my future storage while I worked on disputing the charges. They refuse to cancel future storage unless I pay my entire bill.

  

  Business Response

  Date: 01/02/2023

  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: 01/09/2023

  This is the same exact response I see on the BBB website fir each complaint. This response does not address at all that they waited three years to send a written bill even though I had not changed my address. Instead they bill to an 18 year old email address fir three years and only try your mailing address once you owe 3 years of payments. I am sure an aol email is a clue for them that an email might not be current and ALSO many customers have made the same complaint so they obviously are aware that it is an issue to do their business this way. They also absolutely refused to stop the storage contract while I disputed the bill. They said they would not cancel my storage for the future until I paid my past due bill. Maybe somehow that is legal, but it is unethical. You can’t force a person to stay in a contract. I ended up paying to bill because I was worried they would report it on my credit report. That is another example of how their billing system is shady. People who have excellent credit in all other areas are accumulating charges on CBR because they DON’T KNOW they are being charged until 3 years have passed. Honestly I would not really trust the way the stem cells have been stored since they treat clients so poorly here. I do not consider this resolved.

  

  Business Response

  Date: 01/12/2023

  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.

• Initial Complaint

  Date:12/12/2022

  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 started banking my child’s cordblood in 2010 and was told I’d only pay a fixed annual fee of $175. Now in the year 2022, that has risen to $375 annually. This is vile of them to do and I feel they take full advantage given how much money families have invested. It also makes me wonder if they are targeting clients with certain types of last names only. Either way, they are liars. They have yet to provide me a copy of my contract. I am very close to suing if they do not lower my annual fee to what it is supposed to be. This isn’t a matter of small increases, they have made DRASTIC, SIGNIFICANT increases.

  

  Business Response

  Date: 12/15/2022

  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 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: 01/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18563824, 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,
  
  
  
  ******** ********