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Complaint Details
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Initial Complaint
03/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
They wont let me cancel my service. I have been emailing and called and they said I need to fill out paperwork but have not sent the paperwork.Customer response
04/10/2024
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.I heard from Cryo-cell after logging my complaint. Thank you!
Sincerely,
*************************Initial Complaint
01/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We opened this account and service upon our daughters birth on December 31, 2015.I have been trying to cancel this cord-use storage account for over two years. I have tried calling, chatting on cryo-cell chat online website, to no avail.I have asked to have the termination letter sent to my email, which I never received. There is no way to cancel or download the forms on website. I have not been able to reach anyone on the phone and I continue to receive charges on our bill statement.I have formally asked Cryo-cell to cancel and discontinue the storage for my daughters cord and biological material. I want Cryo-Cell to send me a confirmation of such cancellation in writing. I also want a zero balance statement sent to my address on file.My wifes name is *********************** and my daughters name is ***************************************The account is under my wifes name *****************. (acct.# *************. My address is; ***************************************************************************.Business response
02/08/2024
The Company's policy is to receive the signed discontinue storage letter in order to cancel the storage of your baby's umbilical cord blood stem cells. The letter was received in January 2024. The balance on your account will be credited. A $0 balance statement will be sent to your address. Thank you.Customer response
02/09/2024
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,
*****************************Initial Complaint
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I emailed in June of 2023 to request cancellation of our account . They emailed back saying they would send the cancellation forms but never did. I emailed again with both my email address and my husband's and asked him to send the e-sign documents. After emailing again because I never received the docs, he said they were sent in 11/29, but I checked my email and spam and they were not there. I asked him to resend them but never received them. So, on 12/1, I emailed a PDF of the signed form and an additional email asking to please confirm cancellation but I still have not received confirmation of our cancelled account. Clearly, this company is purposely drawing out the cancellation process through a poor system. I would like confirmation of cancellation and should not be charged for any services after 6/13/23.Business response
01/17/2024
We apologize for any confusion that there may have been. There seemed to be a discrepancy in the email address that was in our system for your account. The discontinued notice has been received and processed. You will no longer receive invoices regarding this account. Since you tried to discontinue storage in June 2023, we will process a refund for your 2023 storage fee. Thank you.Customer response
01/17/2024
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,
*****************************Initial Complaint
07/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
For the last two years we have been trying to cancel our two kids cord storage. I have emailed through their website 3 times, followed the outlined process on their webpage by sending written requests to cancel. I have disputed the charges the last two years with ***** and they were not able to resolve it either. I emailed them last week through their website and still have no response.Business response
08/02/2023
The client's accounts will be closed upon receipt of the cancellation paperwork. The accounts will no longer be invoiced. Thank you.Customer response
08/05/2023
Complaint: 20319268
I am rejecting this response because: I want to be reimbursed for the two years of payments due to their lack of response and deceptive cancellation process.I ACCEPT our account being closed.
Sincerely,
***********************Initial Complaint
04/13/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
We started our account w/ Cryocell in **** to store our son's cord blood. In 2020, contacted Cryocell to cancel the account. Received a past due invoice in 2022, called and they had no record of this request. Recontacted 9/2022 and this time they requested a form be completed and sent our invoices to collections as we moved and weren't receiving the invoices. The issue was, our son was now over 18 and away at college, so it took some time to get his signature and we sent them the form. After receiving daily calls from a collections agency, in Feb 2023 I decided it was easier to pay the fee and I resubmitted the written cancellation request to Cryocell (copy attached) along with a signed cancellation form to Cryocell via email . Then, in March i received yet another invoice from Cryocell (copy attached). This company obviously has a policy of not cancelling accounts, invoicing customers, and sending unpaid charges to collections. There are numerous reports of this practice not just on the BBB site, but elsewhere. I should not have been billed since 2020, but they said I had to provide phone records of proof. I most certainly should not be billed since making a 3rd request for cancellation of this account in writing.Business response
05/16/2023
The Company has a policy that a client needs to submit a signed discontinued storage letter from a client prior to closing the account. The account will no longer be billed and the open balance has been credited. Thank you.Initial Complaint
01/03/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I signed up for Cryo-cells stem cell preservation in October of ****. For the past 3 years I've tried without success to terminate their services and they continue to send bills and not respond to my requests. Per their website, the client needs to provide a written request for cancellation. In the past 2 years, I've made payment with the request hoping that would close this finally....but again this year I am receiving a bill.Business response
01/24/2023
Per the Company policy, the client will need to complete the paperwork in order to discontinue storage. I have requested that the paperwork be sent to the client. In the meantime, a credit will be issued to offset the annual storage fee billed in December. The client's balance will be $0.00. Thank you.Customer response
01/25/2023
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. However, Cryo-cell sent me another bill for the full amount and did not send me the form to cancel the account.
Sincerely,
***********************Initial Complaint
12/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Cryo Cell harvested and stored our son's stem cell from his birth im May 2007. My wife contacted Cry Cell by phone to cancel our account. I do not recall the date this phone call was made. We found out in 2021 that our account was sent to collections, and paid the outstanding balance via CC payment in ******* of 2022. When making the payment I explained the situation tro one of their associates - that I do not understand as to how we are still owing moneys to Cryo Cell as we have notified Cryo Cell about our intentions to cancel our account literally years ago. I also asked to verify that we don't owe anything to Cry Cell anymore and to make sure that our account has been cancelled (which they confirmed - again - verbally). Fast forward we received another phone call from a collection agency in November of 2022 that we still owe moneys to Cryo Cell. Different collection agency but this time they are asking for twice the amount we just paid in *******. I called Cryo Cell and talked to a manager to get an explanation - I was told we have to submit a cancellation in writing and signed by both parents in order to deactivate our account. News to me - nobody ever told us this part. I was also told that all accounts will be send to collections in the second year of being late. This part was also news to me - the bill a paid in ******* was already 2 or more years old and Cry Cell was just dishonest in providing the answers to my questions when I paid my bill! I don't appreciate Cry Cell's dishonesty towards their paying customers.After reading all the previous complaints it becomes more and more clear to me that this behaviour is intentional, and not an honest mistake! This is about cash flow, it is all about money. Cryo Cell leaves their customers in the dark by not not providing all the information the customer needs to cancel their account in a timely fashion. Cryo Cell is simply milking their customers! Cancel our account and stop collections - we are done!!Business response
01/24/2023
Per the Company policy, if a client wishes to discontinue storage, a form needs to be submitted. The client has submitted this form and the account was credited any open balance. The balance is now $0.00. Thank you.Customer response
01/25/2023
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.
******************************* And ***************************Initial Complaint
12/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I had my children's cord blood preserved in ****, ****, and 2006. I have tried to cancel. I have sent the form required. No one acknowledged receipt of our cancellation form and I just found out we have been sent to collections AGAIN!!!!First, I was under the impression that the blood is banked for 18 years, but apparently I signed a lifetime commitment for storing cord blood that I have no idea if this company even still has, let alone is still able to be used. I feel like I entered into a deal with the devil.PLEASE HELP ME cancel my account.Business response
12/16/2022
The client is not in collections. To date, the Company has not received the signed discontinued storage paperwork. We will not bill this client anymore and will credit any balances on the account but, the paperwork must be sent in. The accounting department has tried to contact this client three times in the last four weeks (11/14, 11/29 and 12/1) but, have not been able to connect. The number being called is the same number on this complaint. The paperwork is being resent today. Thank you.Initial Complaint
12/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have requested for a refund for my annual payment as I have paid it via two different credit cards on the same date 12/01/2022, and I have been calling daily since then to find out status but every-time customer reps are saying its processing but no refund yet back to my credit card ending in ****, both the credit cards ending in **** and **** payments have been taken out and realized and my credit card payment due date is already there, I have to pay my credit card bills on time and they have not credited my refund yet despite asking them to expedite. Date of payment on both the credit cards is 12/01/2022. Account/ customer id number is - ************. When it is time to take a payment , it is taken out immediately and when I am asking refund of the duplicate payment then there is tremendous amount of delay not sure why? could you please help check and give me back my refund asap to credit card ending in ****?Plz help in resolving this issue and help getting my refund back asap.Thanks. Awaiting quickest refund and resolution.Business response
12/16/2022
The client's credit card was refunded on December 5, 2022. Thank you.Customer response
12/16/2022
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,
***********************Initial Complaint
07/29/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
we used cyrocell to store cord blood for both children. we have filed the paperwork and tried to cancel the storage multiple times over multiple years. Cryo cell continues to not recognize our cancellations and bills us, even sent us to credit collections for this past year, even after I have requested to cancel for the past two years. Now the creditor is calling, we have provided proof and they are telling us Cryo Cell is not acknowledging/responding that we paid themBusiness response
08/19/2022
Business Response /* (1000, 5, 2022/08/02) */ Per the Company's policy, the client needs to discontinue storage by signing a letter advising the Company of their decision. The policy was explained. The client requested the letter in April 2021 and then again In January 2022. To date, the Company has not received the signed letters back. A Company representative will be reaching out to the client today with the letters that need to be signed. In the meantime, we will ask that the collections company stop trying to collect the outstanding balance and we will credit any open balances on the accounts. Both accounts will be $0.
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Customer Complaints Summary
14 total complaints in the last 3 years.
5 complaints closed in the last 12 months.