ComplaintsforCBR Systems, Inc.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Just like the 80+ BBB complaints, my CBR account was closed. All CBR communication ceased and I like the others here thought all matters were resolved. 3 years later I receive a CBR bill indicating that my account is active and in arrears for that last 3 years (2021, 2022, 2023). I call the number and speak with a very rude CBR representative who basically claims that I couldn’t have possibly closed my account because it is not in their system. I asked him why they waited 3 years to send me a bill and he claims they have been contacting me. Not sure how that could be possible since the $550 bill was just received in the mail today. The CBR rep quickly responds that mailings are a last resort and indicates that they have been calling and emailing me. I asked about the information which he had on file and he again quickly replies that he sees it is outdated per their notes. When asked why CBR waited 3 years to send me the bill, the response was vague - something about the company gives people the benefit of the doubt since they bill annually. Then I asked how the bills and communication was sent for 2021, 2022 and 2023 bills - another vague response of CBR does not send communications via send receipt so it should have been mailings although he cannot confirm it. The conversation was very frustrating. No clear responses and the more questions I had the more information became confusing. At one point, it was that I paid 2021 but 2020 payment was missing. Then it was oh they can forgive 2 missed payments. Then it was we probably sent you something saying that your account would be closed but there is no record of it. I was eager to understand what the elaborate closure process was and then I got a dial tone. If CBR chooses to pursue collections than I will be forced to seek litigation for fraudulent billing practices. An unfortunate example of wait it out and force the customer to do the legwork. Who has paperwork from 3 years ago?

  

  Business response

  07/16/2024

   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.  Every situation in which a storage payment is past due is different and like for other clients, we are ready to help find a resolution that will work for your family and still provide the opportunity for your family to maintain these stem cells for your use. The Supervisor of Collections reached out in order to work on a resolution for the past due amount. We ask that you please respond to this communication so that we can help close out this inquiry.  

  Customer response

  07/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21947942, 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,
  
  Lydia Cm
  
   
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After 3 years of canceling medical service with CBR Systems, I receive an invoice in the mail for 2022 & 2023 with 2024 due September 2024. I tried calling but just received the run around with them stating the account was never closed. They asked me for proof that I closed it, what a scam after paying them for for 13 years.

  

  Business response

  06/26/2024

  We appreciate you taking the time to connect with our Client Advocacy Team and understand that we were able to come to an agreement on the matter that was submitted. We will continue to ensure that you, and all 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. 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 response

  06/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  i Signed and Mailed our account closure agreement on June 26, 2024, se attached.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a customer of Evercord, I was shocked and outraged to discover that my daughter's blood cord account had been sold to CBR without my knowledge or permission. This unethical and unfair practice has left me feeling violated and disappointed in the lack of transparency from both companies. I believe that the selling of my daughter's cells to other research companies without my consent is not only unethical but also potentially dangerous. Who knows what these companies could be using her cells for, or how they may be profiting off of them? Furthermore, the rate that CBR claims I owe for their services is exorbitant and unjustified. I never agreed to have CBR as the company of choice for storing my daughter's blood cord, yet now I am being forced to pay a hefty price for their services. Something must be done about this situation. Both Evercord and CBR need to be held accountable for their actions and customers should have full control over what happens with their children's biological materials. It is time for stricter regulations to protect consumers from being taken advantage of in situations like this.

  

  Business response

  05/09/2024

  We've received your message and are actively working to address your concerns. It appears that you've already spoken with one of our associates, who will assist you further in reaching a resolution that meets your needs. Feel free to reach out directly to your agent if you have any additional questions or concerns.

  Thank you

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When my daughter was born April 16, 2004, we enrolled in the Cord blood storage services. Upon enrolment, we were told that we could disenroll and release our ample to research. Which we did. We canceled the service and did not hear from them for several years. After the assets were purchased by the private capital management company, we started receiving emails again for the annual storage fee. I have responded many times that we canceled. I have screen shots showing that they claim we have a balance of $150 which is a one year fee. We did not prepay 19 years. When I called the company they said my balance is $750. Very much inaccurate. This continied contact is harassment. We canceled the policy and want the account closed. We will not pay anything more.

  

  Business response

  03/25/2024

  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

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened up an account with CBR cord blood registry in 2015 when my son was born. In 2019 he was diagnosed with Leukemia. I was told his cord blood no longer can be used. I called CBR in early 2020 and cancelled my subscription with upon paying for the final payment. I also sent them paperwork and a document proving my son’s cancer diagnosis'. 4 years later I get the FIRST and only statement that I owe 4 payments totalling $735!! I called them right up. They said they never got the paperwork so can’t cancel it until I pay them. I said no way!! They claimed that they spoke to my husband in 2022 and my husband agreed to pay $500. My husband would never agree to this and I remember the phone call of him telling them to STOP calling we cancelled. They decided to drop the final payment down to $300+ and then they will send paperwork for me to cancel. I said no I would pay 2020 and that’s it. They said they can’t honor that. Now I won’t pay a dime seeing that I’m not the only one who wasn’t lying about calling, cancelling and sending in paperwork that they “never got”. They asked me to prove it. I have no emails saved from 2020. The gentleman I spoke with was extremely rude and belittling to me as if I haven’t gone through enough and showed no compassion for the fact that my 3yr old child endured such a long battle of cancer. What jerks!!! CBR could care less about your child’s cord blood. They only want money and more money. Bunch of lies. Who waits over 3 yrs to say send a bill!?

  

  Business response

  02/13/2024

  We appreciate you taking the time to connect with our Client Advocacy Team 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

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cannot get CBR to bill me! I have been a customer for my children since birth, over the past 2 years they simply stopped billing me, and it's been like pulling teeth to get this fixed. I guess they don't want my $$. My bills used to come out in June, the months the kids were born. I got them in the mail, then they just stopped. I sent a message to an employee after using the website several times and hearing nothing, got a response with 2 statements (one for my twins, ********* *** ******* ************ and another for my younger daughter ******** - but I could not open the .pdf files provided. I sent that note in weeks ago, still have not heard back. Why won't they let me pay? Why did they stop mailing me? Why don't they respond? And, BTW, this time around, I should get a little discount for the hassle. -**** ************

  

  Business response

  02/05/2024

  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 response

  02/07/2024

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

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** ******* ** ********, ** (collections ***** for CBR) is trying to coerce me to pay $555 for 3 years of service that I canceled 3 years ago (2021, 2022 & 2023). She claims (incorrectly) that I did not cancel this service and I must now pay her $555 extortion fee. CBR's written agreement says they terminate agreements if payment is 180 days past due, but in reality they violate their own written agreement and keep adding $185 / year to the balance, then threaten to damage my credit if I don't pay the full $555 balance for a service I canceled 3 years ago. Curiously, 79 similar BBB complaints against CBR started ~3 years ago when a ******** ******* aka ******** ***** of ******** ** was sued by the Massachusetts Educational Financing Authority and had/has to pay a ~$49K judgment plus court costs plus her own lawyer fees, according to public legal filings. Is it just a coincidence that CBR's unethical collection tactics coincide with *** ********* need to pay her large legal costs & judgment? I will hold CBR and *** ******* fully responsible if they attempt to damage my credit rating and continue their fraudulent attempts to extort $555 from me for services I canceled 3 years ago.

  

  Business response

  01/23/2024

  We have received your response and looked over the details of your account. This agreement remains active and bills annually on your child's birthday each year unless you inform us that you would no longer like to continue service at which point we require signed termination paperwork to complete the closure process because we are storing genetic material that is a once in a lifetime opportunity to store for future use and we comply with the AABB and other regulatory agencies there is a formal termination process due to the nature of the storage. We explained this process to you in April 2022. As of now, we have not received a request to close the account. 

  

  Business response

  01/31/2024

  Thank you for sharing your concerns with us. We have thoroughly reviewed your feedback and are dedicated to finding a mutually satisfactory solution. We deeply appreciate the significance of the stem cells as a valuable resource, which drives us to go to great lengths in meeting the requirements of all our clients. We will be reaching out to discuss your account in further detail.   

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just got off the phone with CBR in tears because I am a single mom of 3 and they have been increasing my fees for all 3 kids over the past 4-5 years every year. I called to see what could be done to stop the increase year after year and was only given the option to pay in full until my kids are 18 (thousands of dollars) or pay the lifetime amount in full. I felt so duped that I googled "CBR complaints" and this website popped up. The fee for just one of my kids went up $70 over the last 5 years... from a flat fee of $130/year 2014 -2018 to suddenly increasing it $15 more/yr where I now owe $200 in 2023 for 1 kid. My other 2 kids have the same scenario for their annual payments-- suddenly and quietly increasing year after year beginning in 2017/2018. HOW IS THIS LEGAL? Their website says" We're committed to three key areas: quality, affordability, and investing in the science of newborn stem cells. Balancing these areas can be challenging, and occasionally we may adjust storage rates in order to maintain our high standards and continue helping to discover new, innovative ways newborn stem cells might be used in the future, which provides more long-term value to our families." They say "occasionally" but it's been EVERY YEAR for EVERY KID for the last 5 years... HOW IS THIS OKAY? And if you don't pay, they dump your child's cord blood? What choice does a parent have when they have you by the balls like this? I can't afford this. This is NOT OK.

  

  Business response

  11/15/2023

  While working to balance quality, affordability, and investment in research, we determined an adjustment was necessary to allow us to maintain our high-quality standards and keep pushing science forward. We realize that these investments may not immediately impact your family, but in the future, they could increase the likelihood that our client families will have more opportunities to use their stem cells.  
   
  On occasion we have price increases to keep in line with the increasing cost of living expenses. For example, when our suppliers such as the electric company, liquid nitrogen suppliers, packing suppliers, etc. increase our fees, we do our best to absorb them, but sometimes we do make a minor increase to adjust for the cost of doing business.  
   
  The resulting price increase has averaged about 3% over time. The Manager of Client Services reached out in order to work on a resolution. We ask that you please respond to this communication so that we can help close out this inquiry.    We appreciate you being part of the CBR family and look forward to serving you and your family into the future.   

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When my kids were born I selected to have a their stem cells stored. I used a service called CBR-cord blood registry. I paid a yearly fee for both of my kids until 2019. I sent an email to the company requesting that my service be discontinued for both of my kids. However, I noticed that I was still being charged and sent an additional email. I also canceled my credit card. However, I received an email today 10/09/2023 stating I owed $360 from previous yearly charges. I called the company stating that I sent an email requesting a closure on my accounts. They stated that the email I sent to them which is on their site was not the right email. However, they continue to charge reoccurring yearly fees after several emails were sent to them and the credit card they have is not valid. I have called my credit card last year to dispute one of their charges as well.

  

  Business response

  10/15/2023

  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. We ask that you please respond to this communication so that we can help close out this inquiry.   

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to close my account. I have sent many emails to their customer service but never got a reply. I want to stop the subscription ASAP. I also want the past subscription fees to be waived as I have been wanting to cancel the service for several years now. They send all the bills but never reply to the cancellation request. The business is a scam.

  

  Business response

  10/25/2023

  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. Every situation in which a storage payment is past due is different and like for other clients, we are ready to help find a resolution that will work for your family and still provide the opportunity for your family to maintain these stem cells for your use. The Supervisor of Collections reached out in order to work on a resolution for the past due amount. We ask that you please respond to this communication so that we can help close out this inquiry.  

  

  Business response

  11/06/2023

  We acknowledge your hectic schedule. To make things easier for you, we will send you an email in which you can indicate your preferred times for us to contact you by phone. Additionally, we'll provide you with a direct contact number, allowing you to reach out to someone directly to address your concerns and delve into the details of your account.
  

  Customer response

  11/09/2023

  I still have not received any email from CBR stating their availability or direct phone number. In addition, I prefer to complete the transaction via email, not over phone.

  I asked for a form to fill out to cancel my account. I expect CBR to send me a PDF attachment or online form for me to fill out to close my account. Until I receive such attachment, I will continue to complain to 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. ↩