Complaints

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

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  ViaCord, LLC

  940 Winter St Waltham, MA 02451-1457

• 

  ViaCord, LLC

  77 4th Ave Waltham, MA 02451-7559

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:12/07/2024

  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.

  I banked my babies cord blood on 12/16/ 2003. Since then, I have paid a storage fee of $95 a year. However, this cord blood is of no use to us now as we are all adults and it will not benefit us any longer. I called the company and November 11, 2024 and requested the account be canceled. They told me I had to email finance@ ********** which I did the same day. I have had no email response from the company since then and I checked all of my email included junk mail. I have sent them a second email notice and heard nothing. I just want my account canceled and them not to pull the $95 storage fee from my account.

  

  Business Response

  Date: 03/11/2025

  Dear Better Business Bureau,
  
  We have received the complaint submitted through the ******************** System on *********************************. To provide context, ViaCord, LLC is a wholly owned subsidiary of *************, a publicly traded life sciences and optoelectronics company based in *******, *************. ViaCord operates in two main areas: one focuses on research and development of stem cell product candidates derived from umbilical cord and adult stem cells for the treatment of serious diseases, and the other offers reproductive health services. A key aspect of our reproductive health services is providing expectant families with the opportunity to store their babies umbilical cord blood and tissue for potential future medical use. The complaint filed by **** ********** pertains to our ViaCord service offering.
  
  **** ********** has alleged that she was incorrectly charged an annual storage fee for her cord blood stem cell sample, which has been stored at the ViaCord Processing Lab since 2003. Upon reviewing her account, I found that Ms. ********** contacted ViaCord in December 2024 to cancel her account. A ********************** Finance *** informed her that, as per her signed service agreement, the recurring annual storage fee was due each year on December 10th.The *** also explained that to proceed with account closure, Ms. ********** would need to sign and complete a termination agreement. Furthermore, the *** clarified that her cord blood stem cell sample was still stored at ViaCords processing lab and the written disposition from the termination agreement was required to authorize to dispose of the sample. ViaCord cannot legally destroy or transfer a stem cell sample without explicit written consent from the customer.Termination agreements were sent to Ms. ********** on December 16, 2024,February 11, 2025, and February 27, 2025. Unfortunately, she has yet to return the signed agreement to close her account.
  
  At **********************, we take pride in being a customer-focused company, and we generally avoid disputes with our customers unless there are extenuating circumstances. After thoroughly investigating this matter, I found no evidence of improper, inappropriate, or unlawful conduct. Once ************* returns the signed termination agreement, ViaCord will be able to close her account in accordance with our policies. We regret any inconvenience she may have experienced during her interactions with our team. Given that the necessary paperwork has not been returned, we respectfully request that this matter be considered resolved.
  
  If Ms. ********** requires a replacement termination agreement or a copy of her signed Service Agreement, she is welcome to contact the ViaCord ****************** for immediate assistance.

• Initial Complaint

  Date:11/20/2024

  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.

  We paid a lifetime fee to store our babies cord blood with Viacord. We are now being charged and harassed by them for annual storage payments. I contacted them and they assured me this would get fixed but its a scam they do by sending demand letters after they know its fraudulent and something I never signed up for.

  Customer Answer

  Date: 12/01/2024

  I have not heard from the business in response to my complaint. They are a scam company that preys on threatening customers with non existent contracts. I have sent them documents officially severing any service and requesting them to stop harassing us for payment. I even spoke with someone there 4 months ago who promised we had done everything needed and would never hear from them again but now we are being threatened for payment on a non existent contract and them reporting me to the credit bureaus. Please Help ??

  

  Business Response

  Date: 03/11/2025

  Dear Better Business Bureau,
  We have received the complaint submitted through the ******************** System on *********************************. For context, ViaCord, LLC is a wholly owned subsidiary of *************, a publicly traded life sciences and optoelectronics company headquartered in *******, *************. ViaCord operates in two primary areas: one focuses on research and development of stem cell product candidates derived from umbilical cord and adult stem cells for the treatment of serious diseases, and the other is dedicated to our reproductive health services. A key aspect of our reproductive health services is offering expectant families the ability to store their babies umbilical cord blood and tissue for potential future medical use. The complaint filed by **** ******* concerns our ViaCord service offering.
  ******* ***** has alleged that she purchased lifetime storage services, and ViaCord erroneously attempted to charge her for additional storage fees. After reviewing her account, I found that ******* ***** purchased ****************************** 2003. After the 20-year period ended, ViaCord began billing her for annual storage. In July 2024, Ms. ***** reached out to ViaCord to cancel her account. A ********************** Finance Representative informed her that she needed to sign and complete a termination agreement to proceed with the closure of her account. The Finance Representative also explained that her cord blood stem cell sample was stored at ViaCords processing lab, and that a written instruction was required from her to authorize the disposal of the sample. ViaCord is unable to destroy or transfer a stem cell sample without explicit signed consent from the customer. A termination agreement was sent to Ms. ***** on July 24, 2024. Although it took several months for the document to be returned, her account was successfully closed on February 5, 2025.
  At ViaCord, we pride ourselves on being a customer-focused company and, under normal circumstances, strive to avoid disputes with our customers. After a thorough investigation into this matter, I found no evidence of improper, inappropriate, or unlawful conduct. We regret any inconvenience Ms. ***** may have experienced during her interactions with our team. Given that her account has now been closed, we respectfully request that this matter be considered resolved, and that the amicable resolution be noted in our file.

• Initial Complaint

  Date:11/29/2022

  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.

  I was banking my son's cord blood with Viacord: since his birth 6/27/2003. On August 24, 2022 I sent email requesting cancellation of service. They responded I needed to fill out a form and mail it in which I did the same day, even though I had clearly stated in email that I wanted to cancel the stem cell banking. I have enclosed a copy of the email, I do not have a copy of the form.On 11/28/22 I received mail from a collections agency (**************************** **************, PO Box ****, *****, ** ***** ) that I needed to pay the $95.00 fee. Viacord and ******* seem to think they can force me to continue to bank the cord blood though I have made it clear I do not want the service.

  Customer Answer

  Date: 12/10/2022

  I have not heard from the business in response to my complaint.

   

  

  Business Response

  Date: 06/16/2023

  Dear Better Business Bureau,
  
  We received the complaint set forth above through the ******************** System of www.bosbbb.org. By way of background, ViaCord,LLC, is a wholly owned subsidiary of ************** a publicly traded life sciences and optoelectronics company based in *******, *************. ViaCords business has two parts. One part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseases. The other is our reproductive health business. A major component of our reproductive health business is a service offering through which expectant families can preserve their babies umbilical cord blood and tissue for potential future medical use. ***************** complaint relates to our ViaCord service offering.
  
  *********************** has alleged that ViaCord ignored her requests to terminate her contract for the cord blood sample stored at the ViaCord Processing Lab. She also believes that ViaCord has charged her continued storage fees for the sample. While ****************** provided an email response to a past due notice on 8.24.22. Her reoccurring annual storage fee was due on 6.10.22. The original email was to reminder her that her account was already past due at that point. The reoccurring annual storage fee was due each year on June 10th. ViaCord sends an annual storage notice 75 days before the fees due date to remind customers of the upcoming charge. The annual charge and storage notice process has occurred each year since the cord blood stem cell sample was stored at the Lab.
  
  I could not find any record of ****************** contacting ViaCord to cancel her account prior to *******. On that date, a Finance Rep informed her that she must sign and complete a termination agreement to close her account.The Finance Rep explained that her cord blood stem cell sample were stored at the ViaCord Processing Lab, and she must provide ViaCord with a written disposition for the disposal of her sample. ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving permission. A termination agreement was also sent to ****************** on that date, and she has yet to return it. The termination agreement that was sent clearly spells out all the items needed to properly cancel an account. The ********************** Service Agreement, which ****************** sign in ****, also details our cancellation policy and process. Accounts are active until a formal decision and the signed termination agreement is returned.
  
  We at ViaCord consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customers. I have investigated this matter. In doing so, I found no indication of any improper, inappropriate, or unlawful conduct. Once ****************** returns the signed termination agreement, ViaCord can legally close her. We regret any inconvenience that *************************** has experienced during her interactions with our ViaCord team. Given the customer has failed to return the required paperwork, we respectfully request that the matter be closed.If ****************** would like a replacement termination agreement to complete or a copy of her signed Service Agreement. She can contact the ViaCord Finance Dept.for immediate assistance. 

• Initial Complaint

  Date:10/03/2022

  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.

  Contacted Viacord 5 years ago to end my annual charges. I now realize they kept charging my credit card every year.

  

  Business Response

  Date: 06/16/2023

  Dear Better Business Bureau,
  
  We received the complaint set forth above through the ******************** System of www.bosbbb.org. By way of background, ViaCord,LLC, is a wholly owned subsidiary of ************** a publicly traded life sciences and optoelectronics company based in *******, *************. ViaCords business has two parts. One part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseases. The other is our reproductive health business. A major component of our reproductive health business is a service offering through which expectant families can preserve their babies umbilical cord blood and tissue for potential future medical use. ******************** complaint relates to our ViaCord service offering.
  
  ************************* has alleged that ViaCord ignored her requests to terminate her contract for the cord blood sample stored at the ViaCord Processing Lab. We at ViaCord consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customers. I have investigated this matter. In doing so, I found no indication of any improper, inappropriate, or unlawful conduct. I could not find any record of **************** contacting ViaCord to cancel her account prior to ********. On that date, a Finance Rep informed her that she must sign and complete a termination agreement to close her account. The Finance Rep explained that her cord blood stem cell sample were stored at the ViaCord Processing Lab, and she must provide ViaCord with a written disposition for the disposal of her sample. ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving permission. A termination agreement was sent to **************** on that date, and she has yet to return it. The termination agreement that was sent clearly spells out all the items needed to properly cancel an account. The ********************** Service Agreement, which **************** sign on 8.27.09, also details our cancellation policy and process. Accounts are active until a formal decision and the signed termination agreement is returned.
  
  Once **************** returns the signed termination agreement,ViaCord can legally close her. We regret any inconvenience that *************************** has experienced during her interactions with our ViaCord team. Given the customer has failed to return the required paperwork, we respectfully request that the matter be closed. If **************** would like a replacement termination agreement to complete or a copy of her signed Service Agreement. She can contact the ViaCord ************* for immediate assistance. 

• Initial Complaint

  Date:05/24/2022

  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 requested cancellation of my storage 9/12/2014 and on 5/23/22 I received a final demand **** for $750. This is the first invoice I have received via mail or through any correspondence in the last 8 years regarding my account. When I called to inquire the young lady told me that it was my financial obligation because they did not receive the contract to terminate that was sent to an email I reportedly confirmed. I was told it would be sent to collections in 10 days if not taken care of.

  

  Business Response

  Date: 06/23/2022

  Dear Better Business Bureau,
  
  We received the complaint set forth above through the ******************** System of www.bosbbb.org. By way of background, ViaCord,LLC, based in *********, *************, is a wholly owned subsidiary of ****************** a publicly traded life sciences and optoelectronics company based in *******, *************. ViaCords business has two parts. One part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseases. The other is our reproductive health business. A major component of our reproductive health business is a service offering through which expectant families can preserve their babies umbilical cord blood and tissue for possible future medical use. ************************* Dockeryscomplaint relates to our ViaCord service offering.
  
  *************************** has alleged that ViaCord ignored her requests to terminate her contract for the cord blood sample that is stored at the ViaCord Processing Lab. She also believes that ViaCord has charged her continued storage fees for the sample. We at ViaCord consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customers. I have investigated this matter. In doing so, I found no indication of any improper, inappropriate, or unlawful conduct. *************** contacted ViaCord on 9.12.14 and requested to cancel her account. A Finance Rep informed her that she must sign and complete a termination agreement to close her account. The Finance Rep explained that her stem cell sample was stored at the ViaCord Processing Lab, and she must provide ViaCord with a written disposition for the disposal of her sample.ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving permission. While a termination agreement was mailed to **************** on that date, she failed to return it. The termination agreement that was sent to *************** clearly spells out all the items needed to properly cancel an account. The ViaCord Service Agreement, which *************** sign on 7.24.09, also details our cancellation policy and process. The account was kept active until a formal decision and the termination agreement was signed and returned.
  
  Ms Brewers account was cancelled on 5.26.22. While providing refunds and waiving fees in these types of situations are not atypical, ViaCord has waived the outstanding annual storage fees for the stem cell sample. *************** currently has a zero balance. We sincerely regret any inconvenience that *************************** has experienced during her interactions with our ViaCord team.Given that the accounts have been closed and the storage fee has been waived,we respectfully request that the matter be closed, and that the amicable resolution of this matter be noted in our file. 

  Customer Answer

  Date: 06/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************