ComplaintsforCryobank America

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cryobank America is scamming families out of money. I paid an extra $200.00 ($940.00 total for vial plus shipping) to get a premium vial of donor sperm for an IUI insemination procedure to have a baby. I have history of Endometriosis and need the higher count sperm in order to work. The Premium vials promise a minimum of **** million motile sperm, while the vial I received only had 6.2 million, half of what was contractually promised. I called and complained when I had a negative result after the 2 week wait and they sent me another vial tor free to replace the first one as it was not within 30% of the number they promised but they still made me pay the $200 shipping for a free vial. I received the second vial, the nurse and physician checked it on a microscope as they always do during the washing process and found that the sperm count was even lower than the first one with only 5.2 million motile sperm or 38% motility. Under 40% is considered low sperm count and here I am paying extra for what is supposed to be the highest count they offer. The nurse doing the procedure said its a very slim chance that the pregnancy will happen and she has not seen numbers this low from other sperm banks so I had the option to not go through with the procedure or do it anyway because I already paid for fertility drugs that cycle and the $200 shipping. I had the procedure after the disappointing news as I had already put so much money and planning to the day plus money on ovulation tests in order for the fertility clinic to allow the procedure. Two weeks later to no surprise, the pregnancy test is negative. The sperm had no chance. I want my money back I want the emotional trauma and physical trauma that I had to go through to never happen to another one of their customers. This company is taking our money and sending a product that is not what is on their website as promised.

  

  Business response

  01/04/2024

  Dear *******, 
  I'm sorry for your experience with our product our lab strives to provide the highest quality product. Our Lab Technicians go through a rigorous 6 month training period to ensure counting and lab processes are mastered this is also confirmed through 3rd party proficiency testing. We also provide vial quality reports to help clients with any discrepancy. This vial quality report also gives us insight into any vial(s) that *** be showing counts that are different from others. As the process goes we initially count the raw sample which is then processed for washing. After the washing process is complete we save a small amount to count which is referred to as the post thaw number which is the number the clinic should see when performing their counts. The numbers our lab got for both vials were  23M and 20.5M respectively for both vials. Calling the bank a scam is far from the truth and is a disappointing attack. We are always available to talk, and come up with a solution. We will also have a representative reach out to you directly. 
  

  We were fortunate enough to have another vial from the same date that was sent to you we thawed it and was able to do a count on it on 1/4/2023. We counted it several times with 3 different lab analysts and they were within the promised range. We did notice that your indicated that your lab washed it, I'm not sure if that was by accident but we do not account for an additional washing as that will ultimately make the counts lower since you are reprocessing an already washed vial. We have included a video of the specimen that matches the same distribution of the vial you received. As you can imagine counting sperm cells is a very subjective practice and counts can vary from lab to lab and how its thawed. 
  

  Again, we always encourage open communication so we can work with our clients to find a solution as we are dedicated to making our clients happy. 

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