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:09/14/2023

  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 May, we purchased 1 month service of the elite pass for my wife and myself (05/14 to 06/13). At that time no other documentation (email or print) was provided by iCRYO that indicated that this was going to be a “recurring monthly pass”. We never received any type of invoice for the period of May-Jun with terms of purchase (email or print). On June 9th, we froze the service and did not provide any return date. **** ****** (the owner) indicated that we would have to unfreeze when we came back. Although we signed a form on their tablet, she did not provide a copy of the terms. To our surprise I found out the merchant charged me in 14July, $349 for my wife and another $349 for myself. On 07/15, I visited iCRYO, to resolve this issue, but unfortunately they did not cooperate. Since a solution with the merchant was not successful, I filed a dispute with my credit card. iCRYO provided misleading information, *** ***** sent a reply letter (see attachment), indicating: • We signed a “recurring monthly pass”, but he did not send any documentation to prove that we signed a recurring service. • *** ***** mentions that he tried to call me and that I did not return his phone calls. My records of calls during July 13th to date (see attachment), does not shows any calls coming from iCRYO, *** *****’s or *** ******’s. He lied. • *** **** indicated on his letter that the July charge is for a service that we USED, which is misleading, since the last time we utilized their services was in June. • In July 29th, my wife request in person, a copy of what they call “recurring monthly pass service agreement”, **** ****** and *** ***** proceeded to tell her that they did not have any signed service agreement and can not provide it. We kindly request your assistance to get a refund for a service we had not used for a total of $698.

  Business Response

  Date: 09/15/2023

  BBB-

  Unfortunately, **************** failed to give the entire documentation or history on what he did agree to. Attached are signed copies of his agreement, agreeing to the recurring charge, his freeze form, and a copy of his cancelation form where he agreed to the terms of our cancelation policy..

  So in fact, I never "lied" to him and only stated the facts. **************** failed to provide you with the full suite of documentation about his recurring pass.

  That said, I have attached it all for his and your review.. Not to mention, **************** filed a dispute with his credit card provider. Upon their review of his dispute and their review of the policy and agreement he signed, **************** own credit card company ruled in my favor and determined he was responsible for the charges he disputed.

  At this point, **************** is still continuing to slander my business, even after his own credit card company ruled against him. These slanderous acts need to cease and **************** needs to accept the real fact that he entered into a legal agreement and is now unhappy with his decision. Unfortunately, I've tried to explain this to ****************' wife numerous time. To date, against what **************** has stated, I've never spoken to him regarding this matter and only spoke to his wife. I also absolutely tried to contact him regarding this from my personal cell phone.

  With ****************' own financial institution and a 3rd party ruling against him, because of the documentation he signed and the agreement he entered into, I'm again considering this matter closed.

  Regards-

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

  Principal Owner

  iCRYO One Loudoun

  Customer Answer

  Date: 09/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  When ************** says that I failed to provide the entire documentation or history I am not sure what is he is he referring.  He is the one that did not provide to me any welcome packet and detail information of their rules, and agreements (with my signature) as most honest and professional business  usually do.  The attached documents show only the freeze and cancelation form, in fact we had to go to their office to request this documents, because they did not sent an email or provide a hard copy  when we froze and cancel the account.
  He insist that he tried to call me from his personal phone to resolve this issue, but I have provide the list of calls I received and made for the months of July and August and there is a prove that he never called or left a voice mail message.

  At this point I am convince that ************** is very dishonest and does not care to charge me for month of August, even though I did not use their services, otherwise he would have refund to me the $698.00.  The main reason why I contacted BBB is to warn potential customer of the kind of business ************** runs, and be aware of their unprofessional way to treat customers.  
  
  Regards,
  
  *********************