ComplaintsforViaCord, LLC

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was banking my son's cord blood with Viacord: since his birth 6/27/2003. On August 24, 2022 I sent email requesting cancellation of service. They responded I needed to fill out a form and mail it in which I did the same day, even though I had clearly stated in email that I wanted to cancel the stem cell banking. I have enclosed a copy of the email, I do not have a copy of the form.On 11/28/22 I received mail from a collections agency (**************************** **************, PO Box ****, *****, ** ***** ) that I needed to pay the $95.00 fee. Viacord and ******* seem to think they can force me to continue to bank the cord blood though I have made it clear I do not want the service.

  Customer response

  12/10/2022

  I have not heard from the business in response to my complaint.

   

  

  Business response

  06/16/2023

  Dear Better Business Bureau,
  
  We received the complaint set forth above through the ******************** System of www.bosbbb.org. By way of background, ViaCord,LLC, is a wholly owned subsidiary of ************** a publicly traded life sciences and optoelectronics company based in *******, *************. ViaCords business has two parts. One part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseases. The other is our reproductive health business. A major component of our reproductive health business is a service offering through which expectant families can preserve their babies umbilical cord blood and tissue for potential future medical use. ***************** complaint relates to our ViaCord service offering.
  
  *********************** has alleged that ViaCord ignored her requests to terminate her contract for the cord blood sample stored at the ViaCord Processing Lab. She also believes that ViaCord has charged her continued storage fees for the sample. While ****************** provided an email response to a past due notice on 8.24.22. Her reoccurring annual storage fee was due on 6.10.22. The original email was to reminder her that her account was already past due at that point. The reoccurring annual storage fee was due each year on June 10th. ViaCord sends an annual storage notice 75 days before the fees due date to remind customers of the upcoming charge. The annual charge and storage notice process has occurred each year since the cord blood stem cell sample was stored at the Lab.
  
  I could not find any record of ****************** contacting ViaCord to cancel her account prior to *******. On that date, a Finance Rep informed her that she must sign and complete a termination agreement to close her account.The Finance Rep explained that her cord blood stem cell sample were stored at the ViaCord Processing Lab, and she must provide ViaCord with a written disposition for the disposal of her sample. ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving permission. A termination agreement was also sent to ****************** on that date, and she has yet to return it. The termination agreement that was sent clearly spells out all the items needed to properly cancel an account. The ********************** Service Agreement, which ****************** sign in ****, also details our cancellation policy and process. Accounts are active until a formal decision and the signed termination agreement is returned.
  
  We at ViaCord consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customers. I have investigated this matter. In doing so, I found no indication of any improper, inappropriate, or unlawful conduct. Once ****************** returns the signed termination agreement, ViaCord can legally close her. We regret any inconvenience that *************************** has experienced during her interactions with our ViaCord team. Given the customer has failed to return the required paperwork, we respectfully request that the matter be closed.If ****************** would like a replacement termination agreement to complete or a copy of her signed Service Agreement. She can contact the ViaCord Finance Dept.for immediate assistance. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Viacord 5 years ago to end my annual charges. I now realize they kept charging my credit card every year.

  

  Business response

  06/16/2023

  Dear Better Business Bureau,
  
  We received the complaint set forth above through the ******************** System of www.bosbbb.org. By way of background, ViaCord,LLC, is a wholly owned subsidiary of ************** a publicly traded life sciences and optoelectronics company based in *******, *************. ViaCords business has two parts. One part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseases. The other is our reproductive health business. A major component of our reproductive health business is a service offering through which expectant families can preserve their babies umbilical cord blood and tissue for potential future medical use. ******************** complaint relates to our ViaCord service offering.
  
  ************************* has alleged that ViaCord ignored her requests to terminate her contract for the cord blood sample stored at the ViaCord Processing Lab. We at ViaCord consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customers. I have investigated this matter. In doing so, I found no indication of any improper, inappropriate, or unlawful conduct. I could not find any record of **************** contacting ViaCord to cancel her account prior to ********. On that date, a Finance Rep informed her that she must sign and complete a termination agreement to close her account. The Finance Rep explained that her cord blood stem cell sample were stored at the ViaCord Processing Lab, and she must provide ViaCord with a written disposition for the disposal of her sample. ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving permission. A termination agreement was sent to **************** on that date, and she has yet to return it. The termination agreement that was sent clearly spells out all the items needed to properly cancel an account. The ********************** Service Agreement, which **************** sign on 8.27.09, also details our cancellation policy and process. Accounts are active until a formal decision and the signed termination agreement is returned.
  
  Once **************** returns the signed termination agreement,ViaCord can legally close her. We regret any inconvenience that *************************** has experienced during her interactions with our ViaCord team. Given the customer has failed to return the required paperwork, we respectfully request that the matter be closed. If **************** would like a replacement termination agreement to complete or a copy of her signed Service Agreement. She can contact the ViaCord ************* for immediate assistance. 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I requested cancellation of my storage 9/12/2014 and on 5/23/22 I received a final demand **** for $750. This is the first invoice I have received via mail or through any correspondence in the last 8 years regarding my account. When I called to inquire the young lady told me that it was my financial obligation because they did not receive the contract to terminate that was sent to an email I reportedly confirmed. I was told it would be sent to collections in 10 days if not taken care of.

  

  Business response

  06/23/2022

  Dear Better Business Bureau,
  
  We received the complaint set forth above through the ******************** System of www.bosbbb.org. By way of background, ViaCord,LLC, based in *********, *************, is a wholly owned subsidiary of ****************** a publicly traded life sciences and optoelectronics company based in *******, *************. ViaCords business has two parts. One part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseases. The other is our reproductive health business. A major component of our reproductive health business is a service offering through which expectant families can preserve their babies umbilical cord blood and tissue for possible future medical use. ************************* Dockeryscomplaint relates to our ViaCord service offering.
  
  *************************** has alleged that ViaCord ignored her requests to terminate her contract for the cord blood sample that is stored at the ViaCord Processing Lab. She also believes that ViaCord has charged her continued storage fees for the sample. We at ViaCord consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customers. I have investigated this matter. In doing so, I found no indication of any improper, inappropriate, or unlawful conduct. *************** contacted ViaCord on 9.12.14 and requested to cancel her account. A Finance Rep informed her that she must sign and complete a termination agreement to close her account. The Finance Rep explained that her stem cell sample was stored at the ViaCord Processing Lab, and she must provide ViaCord with a written disposition for the disposal of her sample.ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving permission. While a termination agreement was mailed to **************** on that date, she failed to return it. The termination agreement that was sent to *************** clearly spells out all the items needed to properly cancel an account. The ViaCord Service Agreement, which *************** sign on 7.24.09, also details our cancellation policy and process. The account was kept active until a formal decision and the termination agreement was signed and returned.
  
  Ms Brewers account was cancelled on 5.26.22. While providing refunds and waiving fees in these types of situations are not atypical, ViaCord has waived the outstanding annual storage fees for the stem cell sample. *************** currently has a zero balance. We sincerely regret any inconvenience that *************************** has experienced during her interactions with our ViaCord team.Given that the accounts have been closed and the storage fee has been waived,we respectfully request that the matter be closed, and that the amicable resolution of this matter be noted in our file. 

  Customer response

  06/24/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Viacord did not have authorization in my analysis to charge my credit card, I tried to contact them multiple times and they did not respond until I proceeded with the credit card company. Their website did not have my CC on file yet I was charged, they said it was due to computer systems, this is unfortunate. I am asking for a refund 12 days after I was charged, I actually tried to contact earlier than that. I wish to get my refund but they say that they cannot do, yet they definitely can as evidenced by other complaints through BBB.

  

  Business response

  04/22/2022

  *************** advised ViaCord that he disputed the annual storage charge on 10.26.21. ViaCord received the chargeback request on 10-29-2021 and was adjusted off the same day.  Account is terminated. The complaint has been resolved. 

• Initial Complaint

  05/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been a client of ViaCord since 2009, storing cord blood for my child. In 2017, I contacted ViaCord and told them that I no longer wanted to store the cord blood lot. I formally called a few times and confirmed the auto renewal was cancelled. For some reason the company continued to try to **** me and has sent me and now given my information to a collection agent, which is borderline harassment.

  

  Business response

  08/19/2021

  Dear Better Business Bureau,
  
  We received the complaint set forth above through theComplaint Management System of www.bosbbb.org. By way of background, ViaCord,LLC, based in *********, *************, is a wholly owned subsidiary ofPerkinElmer, ***** a publicly traded life sciences and optoelectronics companybased in *******, *************. ViaCords business has two parts. One partinvolves the research and development of umbilical cord and adult-derived stemcell product candidates to treat significant diseases. The other is ourreproductive health business. A major component of our reproductive healthbusiness is a service offering through which expectant families can preservetheir babies umbilical cord blood and tissue for possible future medical use.  ********************* complaint relates to our ViaCord service offering.
  
  ************************** has alleged that ViaCord ignored herrequests to terminate her contract for the cord blood sample that is stored at theViaCord Processing Lab. She also believes that ViaCord has charged hercontinued storage fees for the sample. We at ViaCord consider ourselves to be acustomer-friendly and focused company and, absent truly extenuatingcircumstances, are not inclined to engage in disputes with our customers. Ihave investigated this matter. In doing so, I found no indication of anyimproper, inappropriate, or unlawful conduct. In August 2018 ********** contactedViaCord an stated that he never authorized the July annual storage charge. Ourrecords indicate that the family had previously provided the credit card and ithad been set to auto **** for several years. We investigated the claims and removedthe credit card for future transactions. The family then disputed the chargeand did not pay their annual storage fee for 2019 and 2020.  In 2019 ViaCordcontacted the family to discuss their past due balance. ViaCord explained thesteps that need to be taken to cancel the account. ********** called ViaCord on 5/24/21and stated he had canceled previously. ViaCord explained the cancellationprocess again and stated why the account was still open. The account was keptactive until a formal decision and the termination agreement was signed andreturned. The termination agreement clearly spells out all the items needed toproperly cancel an account.
  
  ViaCord resent the family termination agreements and thefamily returned them on 5/24/21. The account was cancelled on that date. Whileproviding refunds and waiving fees in these types of situations are notatypical, ViaCord has waived the outstanding annual storage fees for the stemcell sample. *********** currently has a zero balance. We sincerely regret anyinconvenience that Younsun has experienced during her interactions with ourViaCord team. Given that the accounts have been closed and the storage fee hasbeen waived, we respectfully request that the matter be closed, and that theamicable resolution of this matter be noted in our file. 

  Customer response

  08/19/2021

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

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