Saturn Business Services, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I was able to exchange e-mails with them and they reassured me my account is up to date and the stem cells as well.Sincerely, *** ***

Hello ***,
We should have been more specific in our response and for that we apologize. The annual storage increase is not being implemented in order to solely pay for the programs that were listed on notification, but they are part of the reasoning. The annual storage increase is a necessity for our business to continue to offer programs like these but it is being implemented in order to help you and other families continue to have quality stem cells stored for the future. We designed our contract to allow for the potential for a price increase because as material costs increase over time we must ensure that our company is keeping our quality standards at the highest level, as has always been our commitment. We cannot guarantee that prices will not increase again in the future as we cannot be certain of the costs of materials in the long term but we will make every effort to keep these costs low for you and your family. We understand that it can be difficult to hear about this increase however we hope that we can continue to gain back your trust in our company as we do believe that this change helps us ensure that we are here for your family for the long term

Complaint: ***I am rejecting this response because:
CBR has not met our requirements for resolution:
The contract annual storage fees remain at the price we agreed to when we signed the contract: $for umbilical cord blood and umbilical cord tissueDetails in Background section of original complaint, part A
The contract annual storage fees remain at the price we agreed to when we signed the contract: $for umbilical cord blood and umbilical cord tissueDetails in Background section of original complaint part B
CBR will provide an addendum to the and contracts that allow us to move the samples to a competitor’s storage facility should we choose to move our children’s samples out of CBR’s storage facility at any point in the futureThe cord blood and tissue we have saved at CBR has the potential to save the life of one of our childrenWe want CBR to give us the control to decide where these samples are stored given their recent decision to breach our contract
The language quoted in CBR's response is not what is written in my contractIt clearly states the annual storage fee rate for years 2-18:
Annual Storage Fee Per Year (Years 2-18) $250.00**
The only note related to annual storage fees is as follows:
**Annual storage fees will be charged automatically to the credit card on file, one month prior to your baby's birthday
We would not have signed a contract with CBR if the annual storage rate was not clearAs stated in the original complaint, the annual storage fee price we agreed to is locked in for yearsThis is year It was explained to us that the only advantage to prepaying for storage is that they offer a discount if we pay up frontWe had written and verbal assurance (from representative Zoe Lusth) that CBR does not increase annual storage fees during the first years of storage
Sincerely,*** ***

Complaint: ***
I am rejecting this response because:
First of all, the service we purchased from CBR is not the “annual storage plan” as said in CBR replyInstead, what CBR sold to us is an 18-Year storage plan package! As said previously, CBR provided us with two options to pay this 18-year service when we purchased it years ago: (1) pay the full service fee of years one time and no more pay in the following years; (2) pay one-time fee for collection and processing and then the annual fee of $in the following yearsWe chose the second optionThroughout the whole purchasing process, we were told clearly that $is the amount we need pay for the 18-year serviceAgain, how possible would people with common sense choose to buy such an 18-year service from a company without knowing how much it would cost as the company may change the price any time in the middle of the service?? We finally chose this CBR service because we were clearly told HOW MUCH we should pay and HOW we could pay for this particular serviceNow, CBR argues this issue using the misleading information they put in the contractBelow is the complete information CBR put using tiny font at the corner of the paper we signedThere are four paragraphs as follows: “Processing and Banking Fee: $Price includes CBR’s collection kit and CBR’s proprietary stem cell processing and cryogenic storage processNo fees charged until processing is complete” “One-Step Shipping: $Express carrier transport from the delivering hospital to the CBR library.” “Annual Storage Fee: $Annual fee maintains your sample in cryogenic storageFirst year’s fee charged upon the completion of processingSubsequent fees will be charged to the credit card on file.” “Payment plans are availablePlease contact your CBR representative for details. Please note: Fees apply to single-birth, U.Scustomers onlyPrices are subject to changeCancellations prior to storage are subject to a $feeIf paying by check, all fees due at time of enrollment.” It clearly states the amount of annual service fee of $SBR added an ambiguous “Prices are subject to change” in the last paragraph as the excuse for their annual fee increase for an existing 18-year service programThis is obviously misleading to the customersWe were already clearly notified by the total amount of service fee for this 18-year serviceThis note on the paper form is conflicting to what SBR said and promised to the customers during the purchaseAlso, what does this “price” specifically mean here? Does it mean the “processing and banking fee”, or “one-step shipping fee”, or “annual storage fee”? If SBR really wants to tell customers that the annual storage fee is subject to change, this information should be clearly stated right after the information of the amount of annual storage fee, instead of using such a vague word of “prices” in the middle of another completely separate paragraphEvery customer has the right, and should be notified with the full and accurate information, not being cheated and misled with such trickI am very disappointed with the response of CBR and the excuses they have used to treat their existing customersIt is out of my business and interest to see their reasons for such a price increaseWhat is clear to a customer like me is that CBR should provide the exact service as they clearly stated to the customer during the enrollment, which obviously includes the price of the service they should charge. I will reserve all rights to pursue legal action against the fraud and misleading information CBR provides to the customers for the enrollment
*** **

Hello ***
We apologize for the longer than usual hold times and are taking every measure to ensure that we are properly staffed for this volume and future potential increases in inquiries Our Customer Service Manager *** *** attempted to call you today however there as
no answer As a result he also sent you his contact information via email Please feel free to reach out to Jose at any time for a prompt resolution Thank you for being part of the CBR family and we look forward to better serving you and your family

We sincerely apologize for any inconvenience our annual storage fee price increase has caused youAt CBR, we pride ourselves in making a positive and meaningful impact to our client's lives by building trust through a lifelong partnership in advancing the clinical applications of stem cells
The
only locked in pricing that we have at CBR is for our clients that have chosen to prepay in advance for either years of storage or for Lifetime storage. If you would like to pursue locking in this pricing please either select this option through your online account at *** or contact us at *** and we can assist you with this setup
Recently we made a decision to increase our annual storage fee for clients on our annual storage planAfter reviewing your account with CBR, we show that you contact states the following;
“Annual Storage Fee: $Annual fee maintains your sample in cryogenic storage. First year’s fee charged upon the completion of processing. Subsequent fees will be charged to the credit card on file
Payment plans are available. Please contact your CBR representative for details. Please note: Fees apply to U.Scustomer only. Prices are subject to change.“
This increase allows CBR to continue to advance the science and provide benefits to our clients should you need themCBR’s mission has always been advancing the clinical applications of newborn stem cells to help our client’s families and this change allows us to build on this visionThough the annual storage rate is not a “locked in” rate, we continue to offer our lifetime storage and year storage options to our members with an option to save on this annual storage rate.
This being said, if you do have documentation that states otherwise we can have a member of our management team review the documentation for resolution on your account. Please either email our leadership team at *** or message us back with the best contact information for you and we will coordinate this conversation. Thank you for being a valuable part of the CBR family and we truly look forward to helping to resolve this concern for you and your family

***
We were surprised to receive this message this morning as we had thought that your concern with our company was resolved after speaking with a member of our leadership team yesterday Can you please confirm if your concern was not resolved and if not what additional resolution
that you are seeking? Thank you and please feel free to reach out to me at any time as well for assistance
Matthew Martin
Director of Customer Engagement
***
***

We sincerely apologize for any inconvenience our annual storage fee price increase has caused youAt CBR, we pride ourselves in making a positive and meaningful impact to our client's lives by building trust through a lifelong partnership in advancing the clinical applications of stem cells
The
only locked in pricing that we have at CBR is for our clients that have chosen to prepay in advance for either years of storage or for Lifetime storage. If you would like to pursue locking in this pricing please either select this option through your online account at*** or contact us at *** and we can assist you with this setup
Recently we made a decision to increase our annual storage fee for clients on our $annual storage planAfter reviewing your account with CBR, we show that you contact states the following;
“Payment plans are available. Please contact your CBR representative for details. Please note: Fees apply to U.Scustomers only. Prices are subject to change. Cancellations are subject to a $fee; full processing or preparation fees are charged if cancellation is requested after the sample(s) have been stored.”
We have not had a storage increase before but this increase allows CBR to continue to advance the science and provide benefits to our clients should you need themCBR’s mission has always been advancing the clinical applications of newborn stem cells to help our client’s families and this change allows us to build on this visionThough the annual storage rate is not a “locked in” rate, we continue to offer our lifetime storage and year storage options to our members with an option to save on this annual storage rate.
We realize that you may not want to refer additional clients to CBR however if you do refer a client and they store with CBR you will receive the Cord Blood storage at the new rate of $free per client.
This being said, if you do have documentation that states otherwise we can have a member of our management team review the documentation for resolution on your account. Please either email our leadership team at*** or message us back with the best contact information for you and we will coordinate this conversation. If you would like a copy of your contract sent to you for future reference please let us know and we can send one out via US Mail today
Thank you for being a valuable part of the CBR family

We sincerely apologize for any inconvenience our annual storage fee price increase has caused youAt CBR, we pride ourselves in making a positive and meaningful impact to our client's lives by building trust through a lifelong partnership in advancing the clinical applications of stem cells
The
only locked in pricing that we have at CBR is for our clients that have chosen to prepay in advance for either years of storage or for Lifetime storage. If you would like to pursue locking in this pricing please either select this option through your online account at *** or contact us at *** and we can assist you with this setup
Recently we made a decision to increase our annual storage fee for clients on our $annual storage planAfter reviewing your account with CBR, we show that you contact states the following;
“Payment plans are available. Please contact your CBR representative for details. Please note: Fees apply to U.Scustomers only. Prices are subject to change. Cancellations are subject to a $fee; full processing or preparation fees are charged if cancellation is requested after the sample(s) have been stored.”
We have not had a storage increase before but this increase allows CBR to continue to advance the science and provide benefits to our clients should you need themCBR’s mission has always been advancing the clinical applications of newborn stem cells to help our client’s families and this change allows us to build on this visionThough the annual storage rate is not a “locked in” rate, we continue to offer our lifetime storage and year storage options to our members with an option to save on this annual storage rate.
This being said, if you do have documentation that states otherwise we can have a member of our management team review the documentation for resolution on your account. Please either email our leadership team at *** or message us back with the best contact information for you and we will coordinate this conversation. If you would like a copy of your contract sent to you for future reference please let us know and we can send one out via US Mail today
Even though the cancellation fee was agreed upon via your contract we processed a refund for your most recent account in the amount of $150. You will see this refund back onto the same credit card that it was withdrawn from within in the next 5-business days
Thank you for being a valuable part of the CBR family and we truly look forward to helping to resolve this concern for you and your family

Complaint: ***I am rejecting this response because it is fraudulent I am locked in with them They have me and can do whatever to my price The reps lied to me Shame on them Sincerely,*** ***

Complaint: [redacted]I am rejecting this response because: I would not have signed a contact with this company that after years of being a loyal customer, the company decides they need to raise prices on the annual payment families and not the life time families, to pay for programs for everyone. If you paid the whole fee in the beginning, then these price increases do not effect you. The families that have multiple children's stem cells stored are paying 75$ more a year than people with one child (25$) for the same programs. Programs that are newly implimented, not listed on the signed contract and not wanted by my family. They need to be optional to the families if they were never listed on the original contract. Now the company is saying they are raising fees for storage costs, which is also unlikely true if it is still only effecting the annual storage families. They are not charging the one time upfront price families more money now that storage costs are going up. Not a fair system. Especially for the loyal customers that decided to put three samples with this company and not go to a different company each timeSincerely,[redacted]

We sincerely apologize for any inconvenience our annual storage fee price increase has caused you. At CBR, we pride ourselves in making a positive and meaningful impact to our client’s lives by building trust through a lifelong partnership in advancing the clinical applications of stem cells. The...

only locked in pricing that we have at CBR is for our clients that have chosen to prepay in advance for either 18 years of storage or for Lifetime storage. If you would like to pursue locking in this pricing please either select this option through your online account at [redacted] or contact us at [redacted] and we can assist you with this setup.
 Recently we made a decision to increase our annual storage fee for clients on our $125 annual storage plan. After reviewing your account with CBR, we show that you contract states the following; “Payment plans are available. Please contact your CBR representative for details. Please note: Fees apply to U.S. customers only. Prices are subject to change. Cancellations are subject to a $150 fee; full processing or preparation fees are charged if cancellation is requested after the sample(s) have been stored.” We have not had a storage increase before but this increase allows CBR to continue to advance the science and provide benefits to our clients should you need them. CBR’s mission has always been advancing the clinical applications of newborn stem cells to help our client’s families and this change allows us to build on this vision. Though the annual storage rate is not a “locked in” rate, we continue to offer our lifetime storage and 18 year storage options to our members with an option to save on this annual storage rate.
This being said, if you do have documentation that states otherwise we can have a member of our management team review the documentation for resolution on your account. Please either email our leadership team at [redacted] or message us back with the best contact information for you and we will coordinate this conversation. If you would like a copy of your contract sent to you for future reference please let us know and we can send one out via US Mail today.Tell us why here...

We sincerely apologize for any inconvenience our annual storage fee price increase has caused you. At CBR, we pride ourselves in making a positive and meaningful impact to our client's lives by building trust through accountability and ownership.
 
Recently we made a decision to increase our...

annual storage fee for clients on our annual storage plan. After reviewing your accounts with CBR, we do show you have three samples stored with us and two out of the three have had a rate increase for $25 per sample ($50 total). This increase allows CBR to continue to advance the science and provide benefits to our clients should they need them. CBR’s mission has always been advancing the clinical applications of newborn stem cells to help our client’s families and this change allows us to build on this vision. Though the annual storage rate is not a “locked in” rate, we continue to offer our lifetime storage and 18 year storage options to our members with an option to upgrade at any time.
 
We thank you for trusting CBR with all 3 of your samples and we look forward to our continued partnership.

[redacted],     We have reviewed your response and would like to discuss this matter in more depth with you personally.  Our Customer Service Director will be reaching out to you today in the hopes that we can come to an agreement moving forward.  Thank you and we look forward to the continued conversation and resolution.

We sincerely apologize for any inconvenience our annual storage fee price increase has caused you. At CBR, we pride ourselves in making a positive and meaningful impact to our client's lives by building trust through a lifelong partnership in advancing the clinical applications of stem cells....

 Recently we made a decision to increase our annual storage fee for clients on our annual storage plan. After reviewing your account with CBR, we show that you contact states the following; “Annual Storage Fee: $125. Annual fee maintains your sample in cryogenic storage.  First year’s fee charged upon the completion of processing.  Subsequent fees will be charged to the credit card on file Payment plans are available.  Please contact your CBR representative for details.  Please note:  Fees apply to U.S. customer only.  Prices are subject to change.“ This increase allows CBR to continue to advance the science and provide benefits to our clients should you need them. CBR’s mission has always been advancing the clinical applications of newborn stem cells to help our client’s families and this change allows us to build on this vision. Though the annual storage rate is not a “locked in” rate, we continue to offer our lifetime storage and 18 year storage options to our members with an option to save on this annual storage rate.  Please contact us if you would like to discuss this prepayment option or if you would like for us to send you a copy of our agreement.

Complaint: [redacted]I am rejecting this response because the sales rep lied to us and we were not in the position right after my wife had a surprise birth to read the terms and conditions on the contract we were told by the sales rep that it was locked in until 18 years old. You're taking advantage of your customers.Sincerely,[redacted]

[redacted],
     Our previous response could have been more specific to your requested resolutions and it is our hope that we can come to an understanding regarding your accounts with CBR. 
     We are only increasing the annual storage rate for the 2012 account from $125 to $150.  At this time CBR does not have any plan to increase the annual storage rate for the 2014 account at $130.  This increase on the 2012 stored account was the first annual storage increase that we put into place for our existing clients in 20 plus years.   Prior to implementing this increase we did review our contacts internally and externally to ensure that the language in the contract supported the annual storage increase.  We agree that there is a section in the contact that states that the annual storage rate for you is $125 for years 2-18 however in anticipation of the potential needs in the future we did include in the “Terms and Conditions” language that stated that this pricing was “subject to change” (please note the attached contract).  We did not make this change lightly and understand that pricing increases do impact our clients, this is why an increase has not occurred before in our 20 plus years in business.  The storage increase is necessary for us to continue to drive stem cell science and we believe that this continued mission is a big part of who CBR is and our commitment to our clients. 
     You also requested an addendum to your contract regarding the option to move your sample.  CBR is regulated by the FDA and AABB (American Association of Blood Banks) and per Good Tissue Practice we cannot send a cord blood sample to an unauthorized facility.  If you are able to locate a different bank to take the sample we can ship it to an authorized banking location that is accredited.  There may be costs associated with this transportation from that bank as well as CBR.  Please note the attached section of your contact with this verbiage, per regulations we cannot change this clause.   We have been able to ensure that our pricing is still competative to comparable stem cell preservation facilities and in most cases this $150 charge is lower than our competition.  If you have any further questions or concerns please let us know and we will continue to do our best to answer these questions and build future applications of stem cells science.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello [redacted],
We sincerely apologize for any inconvenience our annual storage fee price increase has caused you. At CBR, we pride ourselves in making a positive and meaningful impact to our client's lives by building trust through a lifelong partnership in advancing the clinical applications of...

stem cells. The only locked in pricing that we have at CBR is for our clients that have chosen to prepay in advance for either 18 years of storage or for Lifetime storage. If you would like to pursue locking in this pricing please either select this option through your online account at [redacted] or contact us at [redacted] and we can assist you with this setup.
Recently we made a decision to increase our annual storage fee for clients on our $125 annual storage plan. After reviewing your account with CBR, we show that you contact states the following; “Payment plans are available. Please contact your CBR representative for details. Please note: Fees apply to U.S. customers only. Prices are subject to change. Cancellations are subject to a $150 fee; full processing or preparation fees are charged if cancellation is requested after the sample(s) have been stored.” We have not had a storage increase before but this increase allows CBR to continue to advance the science and provide benefits to our clients should you need them. CBR’s mission has always been advancing the clinical applications of newborn stem cells to help our client’s families and this change allows us to build on this vision. Though the annual storage rate is not a “locked in” rate, we continue to offer our lifetime storage and 18 year storage options to our members with an option to save on this annual storage rate.
This being said, if you do have documentation that states otherwise we can have a member of our management team review the documentation for resolution on your account. Please either email our leadership team at [redacted] or message us back with the best contact information for you and we will coordinate this conversation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and the Customer Service Director from Revdex.com contacted with me on this issue. We made an agreement on the issue, and this resolution is satisfactory to me. 
Sincerely,
[redacted]