Complaints

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:02/03/2025

  Type:Customer Service 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.

  My wife, ******* *****, and I separately called Cryo-Cell several times in late December to cancel our cord blood account. In multiple separate calls, we were told that Cryo-Cell would email us the document required to cancel our account. Sometimes we were told the email would arrive the same day. Other times we were told it would take a few days. Neither of us ever received a cancellation email. Subsequently, even though we paid our bill in full, Cryo-Cell proceeded to bill us again for 2025, presumably for another year of service, even when we made clear we wanted to cancel service in December 2024. Given our experience, I'm stunned that the company has an A+ rating with BBB.

  Business Response

  Date: 02/04/2025

  The Company has record that the documents were sent, we apologize that the client did not receive them.  The client has been contacted with the paperwork.  The fee for 2025 has been credited to the client's account.  The balance is $0.  Thank you.

  Customer Answer

  Date: 02/08/2025

   
  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:12/05/2024

  Type:Billing 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.

  Client ID - ************ On 11/22/2024, I made a prepayment of $300 and it was successfully processed and account already has a credit of $300 as seen in attached screenshot shared along with the attached pdf copy of the payment receipt for your reference.But, today on 12/05/2024, I have received an alert from Chase ****** card automatic email saying that ANOTHER/ duplicate payment of $300 has been charged to my credit card ending in 2395 as seen in below second attached screenshot, I called in billing customer support on 12/05/2024 @8:04 am pacific time, talked to person called ********* and she also confirmed that she is seeing this credit card transaction in the system and told me that she has sent over to her supervisor to refund this duplicate payment back to my credit card ending in 2395.Please ALSO share the PAID INVOICE with correct payment details for the year 2024 as I do not see any invoice yet for 2024 in my account.I strongly request to either cancel this duplicate payment transaction on my credit card ending in 2395 OR REFUND it back ASAP without any delays as the annual payment for the year 2024 has already been prepaid.Please respond and acknowledge this ASAP once both above requests have been taken care off so that I can check my account for a new 2024 already paid invoice and credit card refund of $300 or transaction cancelled.I have emailed billing department and no response and been calling to find out status but every-time customer **** says wait for it and no refund yet back to my credit card ending in 2395, Date of charge on the credit cards is 12/05/2024.When it is time to take a payment , it is taken out immediately and that too without any invoice and when asking refund of duplicate payment then there is tremendous amount of delay not sure why? Could you give me back my refund asap to credit card ending in 2395? Awaiting quickest refund and resolution.Payment proofs attachments are attached with this complaint.

  Business Response

  Date: 12/05/2024

  The refund was processed in the Company's system today.  According to the credit card processing company, it may take a few days for the refund to appear on the customer's credit card statement.  Thank you.

  Customer Answer

  Date: 12/10/2024

   
  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.

  Please note that - there was no refund, instead my credit card charge falled out possibly because my transaction was still in pending, and by virtue of this refund coming through the transaction never got realized and waited for usual 5 business days and finally dropped off from the credit card transactions.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/24/2024

  Type:Billing 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.

  I ordered their service in 2017 and started paying annual fees for storage. I decided to cancel my account and didn't want to continue using their storage service, but there was no option to cancel on their website, and I couldn't reach them from their 800 numbers. Then, I canceled my credit card on file and stopped paying the storage fees. Then, they started to send me invoices. In Feb 2024, they called my husband and requested payments for open invoices with interests. My husband declined to pay the invoices and requested to cancel the account. The company told my husband that they would send the cancellation forms via email, but they never did. After that, we received a notice from the collection company, and we paid the full amount, as you can find in the attachment.We are worried about continuing to receive those invoices since we have never received a confirmation about canceling our account.

  Business Response

  Date: 05/28/2024

  The Company received the discontinued storage paperwork from the client.  The contract has expired and there is nothing more due from the client.  It seems one of the email addresses that the Company had on file was not the latest email address for the client.  The collection agency has been notified, all collection efforts will stop.  Thank you.

• Initial Complaint

  Date:03/28/2024

  Type:Customer Service 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.

  They wont let me cancel my service. I have been emailing and called and they said I need to fill out paperwork but have not sent the paperwork.

  Customer Answer

  Date: 04/10/2024

   
  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.

   

  I heard from Cryo-cell after logging my complaint. Thank you!

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/24/2024

  Type:Billing 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.

  We opened this account and service upon our daughters birth on December 31, 2015.I have been trying to cancel this cord-use storage account for over two years. I have tried calling, chatting on cryo-cell chat online website, to no avail.I have asked to have the termination letter sent to my email, which I never received. There is no way to cancel or download the forms on website. I have not been able to reach anyone on the phone and I continue to receive charges on our bill statement.I have formally asked Cryo-cell to cancel and discontinue the storage for my daughters cord and biological material. I want Cryo-Cell to send me a confirmation of such cancellation in writing. I also want a zero balance statement sent to my address on file.My wifes name is *********************** and my daughters name is ***************************************The account is under my wifes name *****************. (acct.# *************. My address is; ***************************************************************************.

  Business Response

  Date: 02/08/2024

  The Company's policy is to receive the signed discontinue storage letter in order to cancel the storage of your baby's umbilical cord blood stem cells.  The letter was received in January 2024.  The balance on your account will be credited.  A $0 balance statement will be sent to your address.  Thank you.

  Customer Answer

  Date: 02/09/2024

   
  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:01/03/2024

  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.

  I emailed in June of 2023 to request cancellation of our account . They emailed back saying they would send the cancellation forms but never did. I emailed again with both my email address and my husband's and asked him to send the e-sign documents. After emailing again because I never received the docs, he said they were sent in 11/29, but I checked my email and spam and they were not there. I asked him to resend them but never received them. So, on 12/1, I emailed a PDF of the signed form and an additional email asking to please confirm cancellation but I still have not received confirmation of our cancelled account. Clearly, this company is purposely drawing out the cancellation process through a poor system. I would like confirmation of cancellation and should not be charged for any services after 6/13/23.

  Business Response

  Date: 01/17/2024

  We apologize for any confusion that there may have been. There seemed to be a discrepancy in the email address that was in our system for your account.  The discontinued notice has been received and processed.  You will no longer receive invoices regarding this account.  Since you tried to discontinue storage in June 2023, we will process a refund for your 2023 storage fee.  Thank you.

  Customer Answer

  Date: 01/17/2024

   
  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:07/14/2023

  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.

  For the last two years we have been trying to cancel our two kids cord storage. I have emailed through their website 3 times, followed the outlined process on their webpage by sending written requests to cancel. I have disputed the charges the last two years with ***** and they were not able to resolve it either. I emailed them last week through their website and still have no response.

  Business Response

  Date: 08/02/2023

  The client's accounts will be closed upon receipt of the cancellation paperwork.  The accounts will no longer be invoiced.  Thank you.

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20319268
  
  I am rejecting this response because: I want to be reimbursed for the two years of payments due to their lack of response and deceptive cancellation process.  

  I ACCEPT our account being closed.  

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/13/2023

  Type:Order 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.

  We started our account w/ Cryocell in **** to store our son's cord blood. In 2020, contacted Cryocell to cancel the account. Received a past due invoice in 2022, called and they had no record of this request. Recontacted 9/2022 and this time they requested a form be completed and sent our invoices to collections as we moved and weren't receiving the invoices. The issue was, our son was now over 18 and away at college, so it took some time to get his signature and we sent them the form. After receiving daily calls from a collections agency, in Feb 2023 I decided it was easier to pay the fee and I resubmitted the written cancellation request to Cryocell (copy attached) along with a signed cancellation form to Cryocell via email . Then, in March i received yet another invoice from Cryocell (copy attached). This company obviously has a policy of not cancelling accounts, invoicing customers, and sending unpaid charges to collections. There are numerous reports of this practice not just on the BBB site, but elsewhere. I should not have been billed since 2020, but they said I had to provide phone records of proof. I most certainly should not be billed since making a 3rd request for cancellation of this account in writing.

  Business Response

  Date: 05/16/2023

  The Company has a policy that a client needs to submit a signed discontinued storage letter from a client prior to closing the account.  The account will no longer be billed and the open balance has been credited. Thank you.

• Initial Complaint

  Date:01/03/2023

  Type:Order 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 signed up for Cryo-cells stem cell preservation in October of ****. For the past 3 years I've tried without success to terminate their services and they continue to send bills and not respond to my requests. Per their website, the client needs to provide a written request for cancellation. In the past 2 years, I've made payment with the request hoping that would close this finally....but again this year I am receiving a bill.

  Business Response

  Date: 01/24/2023

  Per the Company policy, the client will need to complete the paperwork in order to discontinue storage.  I have requested that the paperwork be sent to the client.  In the meantime, a credit will be issued to offset the annual storage fee billed in December.  The client's balance will be $0.00.  Thank you.

  Customer Answer

  Date: 01/25/2023

   
  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.  However, Cryo-cell sent me another bill for the full amount and did not send me the form to cancel the account.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/21/2022

  Type:Billing 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.

  Cryo Cell harvested and stored our son's stem cell from his birth im May 2007. My wife contacted Cry Cell by phone to cancel our account. I do not recall the date this phone call was made. We found out in 2021 that our account was sent to collections, and paid the outstanding balance via CC payment in ******* of 2022. When making the payment I explained the situation tro one of their associates - that I do not understand as to how we are still owing moneys to Cryo Cell as we have notified Cryo Cell about our intentions to cancel our account literally years ago. I also asked to verify that we don't owe anything to Cry Cell anymore and to make sure that our account has been cancelled (which they confirmed - again - verbally). Fast forward we received another phone call from a collection agency in November of 2022 that we still owe moneys to Cryo Cell. Different collection agency but this time they are asking for twice the amount we just paid in *******. I called Cryo Cell and talked to a manager to get an explanation - I was told we have to submit a cancellation in writing and signed by both parents in order to deactivate our account. News to me - nobody ever told us this part. I was also told that all accounts will be send to collections in the second year of being late. This part was also news to me - the bill a paid in ******* was already 2 or more years old and Cry Cell was just dishonest in providing the answers to my questions when I paid my bill! I don't appreciate Cry Cell's dishonesty towards their paying customers.After reading all the previous complaints it becomes more and more clear to me that this behaviour is intentional, and not an honest mistake! This is about cash flow, it is all about money. Cryo Cell leaves their customers in the dark by not not providing all the information the customer needs to cancel their account in a timely fashion. Cryo Cell is simply milking their customers! Cancel our account and stop collections - we are done!!

  Business Response

  Date: 01/24/2023

  Per the Company policy, if a client wishes to discontinue storage, a form needs to be submitted.  The client has submitted this form and the account was credited any open balance.  The balance is now $0.00.  Thank you.

  Customer Answer

  Date: 01/25/2023

   
  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.
  
  ******************************* And ***************************