ComplaintsforAlpha Cord LLC

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for cord blood storage in February 2020 for a yearly fee of $250. In February 2024 I wanted to cancel the service due to the high cost. Their responses to emails was very delayed, but after several emails I was offered a discounted rate of $200 for the year. I preferred to cancel the 2024 service, but was told I cannot cancel without 60 days notice given before the annual fee. I then pursued the $200 discount but was told I could not have that since I wanted to cancel after paying for 2024. I would like to cancel this service or receive the discount to $200 for the year. The company is not prompt at responding to emails and several emails about the matter go unanswered by them.

  

  Business response

  03/22/2024

  Hi ********,
  Were sorry that you didnt feel heard. Were here to help.
  
  Your account renewed for the year on 2/1/2024. Your first outreach to us was on 2/12/2024. At that time, we had already continued your annual storage for the preservation of stem cells. The contract that you signed in 2020 states that you need to cancel your account 60 days prior to renewal so we can ensure that the service is not reserved for your stem cell storage.
  
  We understand that circumstances change and thats why we offer flexible storage options. The discount offered is to help reduce your costs for future year storage in 2025 and beyond. That discount is still available to you. We also offered a payment plan to help you get your account current again, youve declined this offer but its still available for you if youd like to use it.
  
  We received your email stating that you want to cancel, and weve shared that we need you to fill out the termination form once your account is current to terminate your storage. The stem cells weve preserved for you are biological matter and are stored at an *** regulated lab. To ensure we maintain our high standards of care and level of regulation, the termination process requires more than a cancellation email.
  
  Our team shared this with you on February 21st, 28th, 29th, and March 1st via email. Another outreach, a voicemail, was left on March 8. We want to work with you to determine the best way to move forward. Please contact us so we can help you get this settled.
  
  Thank you,
  *********

• Initial Complaint

  01/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Oct. 10, 2008 we entered into an agreement with LifeSource Cryobank, LLC to collect, process, and store a sample of our child's umbilical cord blood. In Oct. 2008, we paid Lifesource Cryobank $1750 for the set-up fees. Our contract with Lifesource states that, "A guaranteed annual storage fee of $125 will begin at your child's first birthday and continue annually thereafter as long as sample is stored". We continued to bank our child's cord blood up until last year on Nov. 1, 2023 when we requested to cancel the storage and have the sample destroyed. The problem: 1. Lifesource Cryobank, LLC is no longer in business. Lifesource notified us on Aug. 24, 2015 that they were ceasing operations and transferring our sample to another state and that AlphaCord would assume the responsibility of storing our sample. In the letter, Lifesource stated, "All Lifesource Cryobank fees will be honored by AlphaCord" and "The amount and month of your annual storage payments will remain the same".2. Alphacord increased the fee to $150 in 2022. We were overcharged by $25 and decided it would be our last year.3. We requested on Nov. 1, 2023 to terminate our storage effective immediately. Alphacord responded by saying that we must first: pay an advance fee of $150 for the upcoming year of storage, send a notarized letter requesting cancellation, and fill out their termination form. 4. We emailed back and forth for 2 weeks requesting the termination form which they refused to share. We don't believe any paperwork signed by us exists which increases the annual fee or requires a full annual fee to be paid in order to cancel. We asked Alphacord to produce these documents if they exist and they have failed to do so. 5. Despite Alphacord refusing to send us the form, we sent a notarized letter requesting cancellation via **** which was received on Nov. 28th.No amount is due as of the date we requested cancellation and we were overcharged and actually owed a small amount.

  

  Business response

  01/11/2024

  Hi ****,
  We first want to thank you and your family for being clients of both LifeSource and AlphaCord for many years. Weve had a few conversations after this review, and we hope that we can resolve this together. We understand that you want to terminate, and we want to make sure that we get your account settled for you as soon as possible.
  
  AlphaCord did take on the storage of your sample for those years after LifeSource ceased operations. On 9/4/2015 you signed and agreed to our ****** Services Agreement which mentioned the potential for small storage fee increases, the termination fee, and the termination process. Weve sent this signed agreement to you. We received your request for termination on November 1, 2023 but your account renewal was on October 1, 2023. It was mentioned in the ****** Service Agreement that you signed;we request a 60-day cancellation period. As weve mentioned in our other communication, we have reduced the annual storage with a 67% discount to help ease your costs. The termination form is sent as soon as your outstanding balance for the storage services and termination fee is settled. Our lab is *** regulated and we need the required termination form to cancel your account. We cannot use a notarized letter.
  As I mentioned earlier in this letter, we want to settle this as soon as possible for you and your family.
  
  Thank you,
  
  *********

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We terminated this businesses services 4 months ago. They keep billing us. I also believe they are false advertising as this service does not ensure or protect your families future. In fact medical professionals agree that the sample collected at birth is too small to be effective for more than a few years of the toddler's life. I feel this company preys upon the fears of expectant parents.I want the company to stop preying on the fears of expectant parents too realistically explain the limitations of the sample collection including the limit of age and/ or weight.I want an unconditional termination of services and a refund showing that we do not owe any money.

  

  Business response

  12/08/2023

  Hello,

  Were sorry to see your complaint but were glad to hear from you again. Our team tried to work with you and your husband this Spring to terminate your account. Your husband sent in the termination form in March, but he signed it. Since the original agreement was signed by you, we need a termination agreement signed by you to terminate the account and destroy your stem cells. The lab is *** regulated and it is crucial to follow set procedures to ensure continued compliance. Our representatives explained this to your husband over the phone in March. We also left voicemails explaining this in April, August, and October of 2023, but we still havent had a response. Our team member has reached out to you again this past week (12/1) so that we can move forward and terminate your account. Please reach out to us over phone or email. We'd love to help get this settled.
  
  Were thankful that your family has been healthy and did not need to use the stem cells that you collected. Unfortunately, families do need to use stem cells to treat their family members when they have health emergencies. This year our company helped over 21 families with transplant releases. These stem cell releases helped treat Cerebral Palsy, Beta Thalassemia, Anemia, Lymphoma, Sarcoma, Leukemia, and severe ***** from a car accident. 
  

  Please connect with us soon so we can get the correct agreements from you to finalize your account termination.  
  
  Sincerely, 

  *********

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