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:12/05/2022

  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.

  Please do not use CBR for cord blood banking. Worse decision we ever made.
  
  Our son was born on 10/13/2021 and after hearing so many "testimonials" we decided to store his cord blood with CBR. My wife has an autoimmune disease (Chron's) and cord blood/stem cells have been shown to treat this disease.
  
  The blood collection process was relatively smooth the nightmare started when we tried to use OUR cord blood.
  CBR DOES NOT LIST ALL OF IT'S TERMS AND CONDITIONS.
  We researched and found 20 different stem cell clinics and therapy centers that could do the procedure we need but CBR refused to release OUR cord blood to any of the clinics.
  After going back and forth with CBR, The only solution they WANT to offer is for us to enroll in a clinical trial( which is extremely difficult to find one, requires chemotherapy, and is not what we signed up for.)
  Because CBR DOES NOT LIST ALL OF IT'S TERMS AND CONDITIONS, we did not see that they will ONLY release to a clinical trial. This is not listed anywhere in the contract they will have you sign. (you will not be able to choose a therapy center and they will hold YOUR cord blood hostage)
  CBR has a program (that they do not advertise) called the Newborn Possibilities Program. This program offers FREE storage if a parent has a disease that can be treated with cord blood, but of course it does not cover my wife's disease.
  You would think since they have a program that offers free storage and they have been untruthful about their process that they would offer us some sort of resolution but they have not.
  So now they have OUR cord blood, refuse to release it to any of the clinics or therapy centers we find, and want us to pay a monthly fee for not being able to use OUR cord blood.
  DO NOT BANK WTIH CBR
  They are not truthful, they will take YOUR cord blood and hold it hostage, once you cancel the Cord Blood storage, they will keep the cord blood and most likely sell it or "donate" it, to fully complete the cycle of robbing you.

  

  Business Response

  Date: 12/12/2022

  Stem cells from any source (bone marrow, adipose tissue or newborn stem cells such as those found in cord blood and tissue) are not an approved treatment for Crohn's disease at this time. There is a great deal of research interest in the potential for stem cells to be a treatment for this condition including several clinical trials.  However, current clinical trials for Crohn’s disease are using other sources of stem cells and not privately cryopreserved preserved newborn stem cells, like those stored with our company. Contradictory to the claim that we wouldn’t release this family’s stored samples for a clinical trial, ongoing trials will not accept privately-banked newborn stem cells for investigational use for family members with Crohn’s disease. We are also aware of stem cell clinics using other types of stem cells as a potential treatment for Crohn’s disease. To the best of our knowledge, these clinics are operating outside of an FDA issued Investigational New Drug (IND) application. CBR is a regulated entity and is registered with the FDA under section 361 of the Public Health Services Act.  Under those regulations, we can only release a cord blood unit to a requesting treating provider for an approved use or appropriately regulated investigational use.  We have provided this information to the family and offered to speak with any health care provider to clarify the products we have stored and to review potential options for releasing the stem cells under an IND. 
  
  Our terms and conditions do state that CBR can send a sample only to an entity that can receive a sample in compliance with all applicable rules and regulations.   
  Our Newborn Possibilities Program is advertised on our website and for families with eligible conditions that are currently treated with stem cells. Families who have an immediate family member with a condition that is currently being treated with stem cells are eligible to apply for approval.  Crohn’s disease is not an eligible condition because it not currently being treated with stem cells.   
  CBR does not sell client stem cells under any circumstances. At the time of account closure, clients indicate whether  they wish to donate the unit under very specific conditions for research or our internal Quality Control department or whether they wish to have their cells destroyed as medical waste. Newborn stem cells are not removed from storage unless one of these options has been specified at the time of account closure.
  
  If you would like do discuss further or review your account. Please feel to reach out to us at 1-888-776-3285

• Initial Complaint

  Date:11/14/2022

  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.

  In 2006 we banked my son's cord blood with Cord Blood Registry in Tucson, AZ, when he was born. We decided to keep the stem cells when my daughter was born in 2007 with a hearing impairment, as research showed there was promise of restoring hearing with stem cells.
  My daughter received cochlear implants in 2012, which destroys hair cells within the inner ear. That means there is no longer any opportunity to repair the hair cells, as they are destroyed, as is the opportunity for restoring natural hearing. Additionally, when new research indicated doctors do not need embryonic stem cells, but rather just a person's own skin cells, which are regenerative, it was clear we no longer needed to bank our son's cord blood, in any case or scenario.
  I called to cancel our subscription shortly after my daughter received her implant.
  Then, out of the blue, long after canceling, after never hearing from CBR for years, I received a notice from AWA Collections stating I owed $485.
  Cord Blood Registry erroneously compiled these charges, having NEVER attempted to contact us about them (even though CBR confirmed on the phone to me that they still have the correct contact information for us), then just sold the trumped up charges to AWA collection agency. Why? To get us to pay money we don't owe or threaten to ruin our credit out of spite, and because science no longer supports their business model??
  Had I been notified of such charges, I would have addressed them and corrected the record. My credit rating will show I do not ignore or not pay my bills.
  I can only speculate that much like a gym membership, Cord Blood Registry tried to continue to charge us their yearly assessment even though we canceled our subscription. However, my credit card number was stolen a number of years ago. So I suspect Cord Blood Registry compiled charges when they could no longer charge my canceled credit card number.
  This debt is not ours. We ask that CBR absolve the charges and notify AWA as such.

  

  Business Response

  Date: 11/21/2022

  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 we have contacted you in order to review the process in regards to how a termination on the account would be made. Our team has reviewed the account history with you and has contacted you in order to find a resolution in regards to the termination of the account.

• Initial Complaint

  Date:11/07/2022

  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 closed my account with this company 5 years ago and discontinued my storage service with them. They now Suddenly have turned me over to a collection company called AWA claiming I owe $570 and they have damaged my credit by claiming this false amount. To start with, the service didn't even cost that much. I closed it and didn't renew. Like any OTHER subscription service, when you close and do NOT renew, that is the end of your plan. I have not heard from this company since then and this is illegal and defamation of my character for them to attack my credit in this manner. I want immediate CLEAR removal of this deplorable action from my credit and an apology. This is unacceptable. I do not have any documents to upload as I have never recieved anything from this company since closing my account.

  

  Business Response

  Date: 11/14/2022

  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 we have contacted you in order to review the process in regards to how a termination on the account would be made. Our team has reviewed the account history with you and has contacted you in order to find a resolution in regards to the termination of the account.

  Customer Answer

  Date: 11/18/2022

  This is a very dishonest and corrupt company and the fact that I am having to pay them because the inadequately train their staff, who did NOT tell me that closing the account needed to be in writing and that the company expects that I would remember signing a document stating that it had to be closed TEN minutes after delivering twins 22 years ago, is complete garbage.  I do not accept their response and have paid the collections company to get it off of my credit but I will continue to dispute this until CBR returns my money.  As seen by past complaints through BBB, they have clearly pulled this nonsense before.  If they do not refund me, I will be all over trashing them on social media AND taking them to court.  This is unacceptable.

  I have attached the FINAL paid document that I have.  I have absolutely NO communications from them since and you can see by the second document that they made a very futile attempt to reach me and it's very interesting that in 2020 they left noted that my number was no longer valid (true) but then somehow left me a voicemail in November of this year (2022)?  They are just making things up as they go and conveniently demanding money now that my twins are 18 and and they can no longer collect beyond their 18th birthday.

  **** ******

  

  Business Response

  Date: 11/30/2022

  We appreciate you taking the time to connect with our Finance Team and understand your frustration with the information given to you. Every situation in which a storage payment is past due is different and, like for our other clients, we attempt to help find resolutions that work for all families. 

• Initial Complaint

  Date:10/21/2022

  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 wife and I used CBR Systems Inc to store cord blood for both of our children, *** (*** *********) and ***** (*******). We cancelled our agreement in Feb of 2020 (attached). Several months ago we started to receive notices, via email and phone calls, stating that we were 120 days delinquent on our bill. Here is an example of an email received:
  We truly hope this finds your family well during this challenging time. We want to help so much, unfortunately we haven’t heard from you and we can only help if you contact us.
  This is a 7 day final notice, from Cord Blood Registry, reminding you that your Newborn Stem Cell account has an outstanding balance due in the amount of $1,075.00 that requires your immediate attention.
  This includes your annual storage fees for the year 2022.
  Please contact me directly at the number listed below within 7 days of this notice to avoid collection activity from continuing, which could include the account being closed for non-payment, and the sample becoming ownership of CBR.
  If a response is not received within 7 days we will move forward with the closure and resume ownership. We would like to help you resolve this matter. Please contact me to avoid this from happening to discuss possible options ***ilable. Please refer to account number ***********
  
  I sent ?***** ********** the information that we closed these accounts, and have even sent her the chain of emails showing that my wife and I filled out paperwork on Feb 17th of 2020, but we continue to receive calls and emails requesting that we pay over $1000.
  
  I have copies of email sent to ****** ********, Client Advocacy Specialist, in Feb. 2020 requesting our agreement be cancelled.
  Any help in this matter would be much appreciated.
  
  Regards,
  
  **** *********

  

  Business Response

  Date: 10/28/2022

  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.   

• Initial Complaint

  Date:10/18/2022

  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.

  Just wanted to confirm and 100% agree with previous posts warning potential new patients about CBR. Process to discontinue is difficult, similar to fitness or satellite radio memberships so be very careful if you decide to. It took me 2 years to divorce myself from this company despite my best intentions. They seem to respond to these numerous BBB complaints logically but after dealing with them my opinion is the process is difficult and they are “heartless” and unforgiving in their collection process. They were polite and respectful but I would never recommend this company to new parents or even to bank cord blood at all at any company. New advancements in Stem cell technology using Yamanaka factors can take any cell and return it to a stem cell progeny in a laboratory so banking cord blood is no longer necessary as it was 20 years ago when I, as a physician, decided to do it. Tony Robbins’ new book Lifeforce gives a little glimpse into this future. I will be advising my children not to spend $ storing cord blood, especially not with CBR. Do your research. No longer necessary to succumb to fear and paying to store cord blood. Stem cell can be created from any cell even skin or blood and that technology is already here

  

  Business Response

  Date: 10/20/2022

  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.