ComplaintsforCalifornia Cryobank LLC

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ***********************

• Initial Complaint

  05/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On ******* ********** ******** ***** attempted to auto-renew my storage account per credit charge, which was declined. No long-term subscription nor authorization for auto renewal was ever signed per the terms of the one year storage plan that was pre-paid on ******* (see attached invoice date ********* On ******* *** sent an e-mail for an invoice of $28 for one extra month of storage collection through 5/17/22, which was never authorized by me. I called *** to formally cancel the storage account and the representative informed me that I needed to have a discontinuation form signed in front of a notary, which I responded was an ***** burden and ******** as ********** law requires a company to cancel an account upon a customer's directive ******* or ********* and there is no requirement for a notary. The representative agreed to cancel the account and remove the balance after validating my identity over the phone and would send a discontinuation form in the mail for me to sign and scan back. On ******* I received the discontinuation form, signed it, and scanned back to submitted to *** by e-mail, expecting this matter to be resolved. On ******* at ******* **** I received a follow-up call from another *** representative informing me that he had to revalidate my identity over the phone because "the other representative was from a different department"; I validated my identity a second time and emphatically demanded that my account be closed, all storage specimens disposed of, and all unauthorized charges be removed for a zero balance. On ******* at 11:35am I still received an e-mail from *** representative ***** ********** requesting a photocopy of my driver's license in order to validate my identity, which had never been requested by the two previous *** **************** I responded to the e-mail again, for the third time, with a digital image of my driver's license and a demand to immediately delete my account. Two days later on ****** I received the attached invoice

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/05/03) */ ********** ******** is a *********** ********* Our storage agreements signed by the client depositors state that storage contracts will continuously renew on a monthly basis, unless a pre-paid term is chosen. Due to the extremely sensitive nature of what we store for our clients we do require either a notary public or *** employee to witness the signature prior to us ******* an account and ********* of the ********** Consumer Response /* (3000, 7, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did not address the complaint, only provided a generic response. Business Response /* (-10, 10, 2022/08/05) */ Customer provided discontinuation form as agreed in the signed storage contract. Customer account was closed on 05/02/2022. The customer signed the Specimen Storage Agreement which states in Section 2 that the term shall continue in effect continuously, billed monthly unless a prepaid storage option is chosen. The client has the option to terminate at any time, as this client was able to, once appropriate documentation was received. Per Section 5 (b) of the agreement that was signed by this client, termination may occur written instruction of Client, with a verification of Client identity (to Cryobank's reasonable satisfaction, including completion of such forms as, Cryobank determines to be appropriate) to terminate this Agreement and to direct destruction of all Client Specimens. Due to the extremely sensitive nature of stored specimen, we require either a notary public or CCB employee to witness the signature prior to us closing an account and disposing of the specimens. California Cryobank accepted the documentation once appropriate documentation was received by the client, closed the account and disposed of the specimen. Business Response /* (4000, 11, 2022/08/08) */ Customer provided discontinuation form as agreed in the signed storage contract. Customer account was closed on 05/02/2022. The customer signed the Specimen Storage Agreement which states in Section 2 that the term shall continue in effect continuously, billed monthly unless a prepaid storage option is chosen. The client has the option to terminate at any time, as this client was able to, once appropriate documentation was received. Per Section 5 (b) of the agreement that was signed by this client, termination may occur written instruction of Client, with a verification of Client identity (to Cryobank's reasonable satisfaction, including completion of such forms as, Cryobank determines to be appropriate) to terminate this Agreement and to direct destruction of all Client Specimens. Due to the extremely sensitive nature of stored specimen, we require either a notary public or CCB employee to witness the signature prior to us closing an account and disposing of the specimens. California Cryobank accepted the documentation once appropriate documentation was received by the client, closed the account and disposed of the specimen. Consumer Response /* (4200, 13, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have confirmed business response that the account is closed. Please confirm that the account balance is zero. Business Response /* (-10, 18, 2022/08/08) */ Per customer request, customer account balance is zero and is blocked from any further billing.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased a total of 8 vials of *** ***** from ********** ******** ***** for multiple ********* ********** - *** and ********* **** Two of this samples were **************** which costed us additional time time on the fertility track, emotional distress, and fees for procedure. We used a cryobank because it was *********** by our fertility clinic (shady grove fertility ****** and CCB, specifically, because of there quality claim per ****** ********** Quality Standards," ******************************************************************************* Of the 8 ****** 2 of them were below the target and range. Our ********* ****** from *** said that was ***** but *** (2 of 8) is far from rare. *** was aware of the sub-standard motile sperm count but **** them anyways and put the burden on us to file a report for reimbursement. We want *** to publicly disclose the *********** of sending ****** ******* and ********* us for the lost time and procedure fees.

  Business response

  11/19/2021

  Business Response /* (1000, 8, 2021/11/08) */ I have made numerous attempts to connect with the client over the phone. The client had 2 substandard specimens that were fully refunded under our company policy. Unfortunately the California Cryobank does not reimburse for lost time and procedure fees.

*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. ↩