Complaints

This profile includes complaints for California Cryobank LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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California Cryobank LLC has 4 locations, listed below.

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  California Cryobank LLC

  11915 La Grange Ave Los Angeles, CA 90025-5213

  
• 

  California Cryobank LLC

  4294 El Camino Real Los Altos, CA 94022-1048

  
• 

  California Cryobank LLC

  1019 Gayley Ave Los Angeles, CA 90024-3435

  
• 

  California Cryobank LLC

  950 Massachusetts Ave Cambridge, MA 02139

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:03/24/2025

  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.

  In February 2000 and March 2000, before my daughter's birth, i signed up for cord blood retrieval and storage, this was procurred and sent to storage at that time. Paid $295.00, $100.00 and $995.00 info: account #********** another account number found ****** is *********** Deposit ID ************ In 2017, after some deep thought and research we decided to cancel this storage and service and have fought hard to do so.I have sent signed forms and letters 5 times to *** to document my request to cancel. I receive harassing phone calls (coming from ************ and ************) starting in mid March every year. I have had my now adult daughter request in writing and on the phone with the customer rep ***** to cancel over the Christmas holidays twice now, with a very insisting cancel request last year.Emails to cancel have been sent to:************************************/*************************************** ************************ see attached) ***** ******* ********************* ****** ********** (see attached) ************************* There is no way to cancel on the website client portal at ********************* This has been 6 years of every effort to get out of this situation. in 2020 we were told we would both have to get a notorized letter proving our intentions , of course, this was during the Covid pandemic, in December 2024, A "*****" said she would have to talk to both of us at one time to authorize a cancellation. At this time we repeated all the steps and she said she would send us the forms to sign- although we already had sent them. The approval ones never came through. I am attaching the forms we sent her in December last year signed by both Parents as they said they needed that now in addition to our adult daughter. At this point it really feels like a scam and we are so upset. Company names:CBR by *********************

  Business Response

  Date: 04/04/2025

  This is being handled by **** ***** on our CBR division 

• Initial Complaint

  Date:11/25/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Unable to reach the embryo storage coordinator (***********************).Left multiple email and voicemail message.Also contacted the billing department and asked for a manager call back.No response over several months.unable to reach a human via their answering system.I would like to be contacted by the manager / owner to further discuss our experience.

  Business Response

  Date: 11/28/2023

  We apologize for the communication issues you experienced. We have since been able to successfully connect live on the nature of the request and provided resolution.  
  
  Thank you.

  ******************* - California Cryobank

  
  

  Customer Answer

  Date: 11/28/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair 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 had a terrible experience with the California Cryobank, and I know I will not be refunded 100% as the customer should in this situation so Im writing this complaint hoping that the scam business will get shut down.They're EXTREMELY expensive. Overpriced for poor quality. They not only charge you $1245 per vial (while paying each donor only $100), they fail to inform you that each vial is only about a quarter of a man's full ***********. When a donor donates one specimen, CCB then divides this up into 3-4 vials, so you really need about 3-4 vials per pregnancy attempt. Doing the math, the cost is nearly $5,000 per pregnancy attempt - they did not tell us this. Shipping- even though we are local to the bank (in ***********), they would not allow us to pick up "because of Covid" and instead charge $250 per shipment.At any point the donor may show up as no longer donating, so if you are planning on more than 1 child, you have to purchase far more vials, because our finances could only afford to purchase 4 vials, and of course very shortly afterwards, our donor was no longer available with CCB.Our first 2 IUI vials did not end in a positive pregnancy, and they actually made my wife bleed heavily, and get sick, flu-like symptoms, thinking she was pregnant but these vials somehow just threw off her cycle. Shes very normal, ovulating, period, etc, no abnormalities each month, yet whatever was given by this sperm bank had very strange effects. That left us with only 2 vials left. And because we would like more than one child, and this donor apparently has no more vials available, we were nearly forced to return the remaining 2 vials we had purchased and choose another donor. The return policy is only half the price of what you purchased. Why? Thousands of dollars are wasted for the sperm to never even leave the facility. This place is extremely money hungry and will try to scam you in any way possible.

  Business Response

  Date: 07/14/2023

  Hi Ashten, 

  I'm unable to assist you with your request for refund at this time. 

  I've reached out via email and phone on multiple occasions, and we've been unable to connect and resolve the matter. 

  You have my direct phone and email and I'll be more than happy to assist you when the timing is right for you. 

  Take care, 

  *******************

  Director Sales/Service - Sperm Call Center

  California Cryobank 

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair 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 purchased a vial of donor sperm in January 20th through this company and attempted three times to get the company to release the sperm to us. The company claimed three different times they did not receive the necessary information needed to release it. We confirmed every time that the correct information was given to them, and each time we were met with resistance. My wife called and emailed relentlessly for three weeks because this is time sensitive, and she could not get an email or callback from this company. She finally got through today (Feb 8), and the company stated yet again they did not receive the information. Only after she refused to get off the phone did they miraculously find it. They then told us it would cost an additional $290 to ship it, which was nowhere in the price at checkout. In this hidden fee which is located deep within their website (the representative had to walk us to the location) and nowhere in the purchase of the donor, we were informed it was to pay for the container to ship to us and back to them. Long story short, the company conducts business in a very shady manner, hiding fees from customers and failing to return communications. We purchase a product from a company and they hold it hostage with hidden seemingly arbitrary fees. We are requesting a refund for the shipping fees that are hidden on the website: *************************************. This company deceives its customers by not including this fee anywhere in the purchase, including the receipts sent.

  Business Response

  Date: 02/09/2023

  Dear ****** and ******, 
  I'm very sorry for the experience that you have had at the California Cryobank. I can assure you from my 10 years of service with the company that in no way is it our desire to provide anything less than a completely satisfied experience. My deepest apologies for the stress and confusion regarding the shipping cost and regulations/forms that were needed to complete your order.
  I was able to leave you a voicemail today as Im hopeful that we can connect to ensure that if any service is needed in the future that youll be assisted with the greatest of care. In the meantime, I would be more than happy to issue you a full shipping refund as an act of good faith with an apology for the stress caused throughout the process.
  Ill share some excerpts and links from our site showing that were in no way attempting to deceive our clients about our standard shipping procedures:

  
  ************************************************************************
  ******************************************************

  
  Domestic Shipping
  All specimens are shipped in liquid nitrogen "dry" shippers which are designed to maintain the proper temperature for up to 5 days from the date of shipment. We highly recommend the shipping tanks only be opened by qualified medical personnel.
  Procedures for thawing and handling specimens are included in every shipment. Injury may result from handling by untrained persons.
  Shipments are pre-paid both ways and can be sent to either the recipient's home or the physician's office. Same-day ordering and shipping may be available at an additional fee. Please note that donor specimens are shipped from our *********** office.

  
  I look forward to the opportunity to be able to speak with and assist you in the future.
  Thank you for your feedback and I personally apologize for your recent experience with us.
  Take care,
  **********************
  
  ********************** | Sr. ******** Sperm Call Center
  T: ************  F: **************
  
  **********************
  11915 **************** | *************** 90025
  generatelifesciences.com

• Initial Complaint

  Date:01/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 purchased 2 vials of donor sperm on 5/23/22. Shortly thereafter I made a request that 1 vial be sent to my fertility clinic. I'm also aware of the buy back program and was interested as I still had my second vial stored with CCB. I learned on 1/9/23, that my second vial had left CCB and was supposedly sent to my fertility clinic (clinic denies, see below). I was upset as I never authorized this. I was never aware that second vial ever shipped. According to my orders, one vial was sent on 6/7/22 (the approved one) and a second was sent on 6/8/22. I was never made aware of this occurring. I called CCB yesterday and was told that the only person who can handle this is the manger and my fertility clinic is at fault as "they returned the vial" (the vial that was never authorized to be sent) I have been attempting to reach their manager to further discuss and review calls placed, but I am being ignored. I reached out to my fertility clinic to confirm that they sent the vial back and I received the following: Hi ****,I spoke with andrology and they reported they only received 1 vial of donor sperm on 06/09/2022. That vial was used for your IVF cycle on 06/28/2022 and was refrozen into 6 other vials, which were later disposed per your request on 01/06/2023.There was no 2nd vial sent/received. Andrology does not reject samples or send them back to the cryobank without a patient's consent. They did not see any notes from andrology of such happening, so most probably it was never sent out.At this time I am requesting a full refund of $1,245 for the vial of sperm that left their location without direct permission from me, the patient. This is a violation and I want it to be addressed.

  Business Response

  Date: 02/28/2023

  To whom it may concern, 

  I was able to connect with **** over the phone and resolve her complaint with the California Cryobank. 

  Thank you, 

  **********;

  Customer Answer

  Date: 03/02/2023

   
  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.
  
  Sincerely,
  
  ***********************