Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.orgBy way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of PerkinElmer, Inc., a publicly-traded life sciences and optoelectronics company based in Waltham, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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 [redacted] ’s complaint relates to our ViaCord service offering [redacted] has alleged that she was inappropriately charged $for two annual storage fees in connection with her enrollment with ViaCord Mr [redacted] contacted ViaCord on to dispute the most recent annual storage chargeMr [redacted] claimed that he called ViaCord the previous year to close his accountThe Finance Rep informed Mr [redacted] that the only way to close his account would be to sign and return a termination disposition letterThe Finance Rep informed Mr [redacted] that ViaCord had no record that anyone had ever called to request to cancel the service or any record that a termination disposition letter was ever mailed/returnedViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permissionThe Rep advised him that ViaCord would send him a termination disposition letter The account termination process is outlined in the service contracts that the [redacted] s signed at enrollment The [redacted] s have since returned the termination disposition letter and ViaCord has closed their accountWe consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conductWhile providing refunds and waiving fees in these types of situations are not atypical, ViaCord has waived the disputed annual storage fee We sincerely regret any inconvenience that the [redacted] sexperienced during their interactions with the ViaCord TeamGiven that the account has been closed and the associated storage fees have been waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
This account had been cancelled on 10/from a termination agreement and the balance was adjusted off their account at that time Our agency was updated, but their system still showed the balance owed of $as active I contacted them today and advised them to close the account immediately, they confirmed The ViaCord Finance Manager spoke with the [redacted] on She was very happy to hear she does not have a balance outstanding and that her account had been canceled already.We consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conductWe sincerely regret any inconvenience that the [redacted] experienced during her interactions with the ViaCord TeamGiven that the account has been closed and the associated storage fees have been waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [I did not receive a message or contact information from any Viacord representative as it states in their response However, I do continue to receive numerous robocalls from Viacord My attempt to speak with a Viacord Finance professional (collection agent) was fruitless Again, I reiterate that I cancelled my service shortly after my daughter was born (July 2010) due to circumstances beyond my control (the death of my husband) I was not billed by Viacord, nor were any funds paid to Viacord for service from Q- 2015, reinforcing my claim and understanding that the service was indeed cancelled I maintain that Viacord is trying to collect a balance for which I am not responsible ] Regards, [redacted]
We received the complaint set forth above through the Complaint Management System of ***By way of background, ViaCord, LLC, based in ***, Massachusetts, is a wholly-owned subsidiary of ***, Inc., a publicly-traded life sciences and optoelectronics company based in
***, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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*** ***’s complaint relates to our ViaCord service offering *** *** has alleged that she was inappropriately charged a $annual storage fee in connection with her enrollment with ViaCordIt should be noted that Mrs*** has two stem cell samples stored at the ViaCord Processing Lab Mrs*** initially contacted ViaCord on to cancel her accountsShe was advised by a Finance Repthat in order to close her account she must sign and return a termination disposition letter for each stem cell sampleViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permissionTwo termination disposition letters were mailed to Mrs*** on that dayMrs*** only signed and returned one termination disposition letterViaCord closed the account specified on the returned termination disposition letter on The second account was kept active while we waited for Mrs*** to sign and return the second termination disposition letterThe account termination process is outlined in the service contracts that Mrs*** signed on and Mrs*** called the ViaCord Finance Team on to check on the status of her accountShe was informed that her second account was still active because ViaCord had yet to receive the second termination disposition letter A Finance Rep mailed another copy of the missing termination disposition letter on that dayTo date, the outstanding termination disposition letter has not been returned The ViaCord Finance Supervisor contacted Mrs*** on to discuss her complaint and clarify that we still need the termination disposition letter to discard her sampleMrs*** was sent a third termination disposition letter on that day ViaCord is currently waiting for Mrs*** to return the signed termination disposition letter Once the termination disposition letter is received, it will be processed and Mrs***’s second account will be closedThe associated storage fees will be voidedProviding refunds and waiving fees in these types of situations are not atypicalWe consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conduct We sincerely regret any inconvenience that *** *** experienced during her interactions with our ViaCord TeamGiven that the storage fee will be waived once the necessary document is returned, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my billing and account concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved I would like to thank *** *** from ViaCord for responding swiftly and respectfully in closing our account with ViaCord and correcting our balance and sending me our new invoice reflecting the zero balance due
Regards,
*** ***
*** * ***; Revdex.com Case # *** Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.orgBy way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of PerkinElmer, Inc.,
a publicly-traded life sciences and optoelectronics company based in Waltham, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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*** ***’s complaint relates to our ViaCord service offering *** ***has alleged that he was inappropriately charged a $annual storage fee in connection with his enrollment with ViaCord Mr*** contacted ViaCord on to dispute an annual storage chargeMr*** claimed that he called ViaCord months earlier to close his accountThe Finance Rep informed Mr*** that the only way to close his account would be to sign and return a termination disposition letterThe Finance Rep informed Mr*** that ViaCord had no record they had ever called to request to cancel the service or any record that a termination disposition letter was ever mailed/returnedViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permissionThe Rep advised him that she would send out send him a termination disposition letter The account termination process is outlined in the service contracts that Mr*** signed at enrollment Mr*** has since returned the termination disposition letter and ViaCord has closed his accountWe consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conductWhile providing refunds and waiving fees in these types of situations are not atypical, ViaCord has waived the disputed annual storage fee We sincerely regret any inconvenience that *** * ***experienced during his interactions with our ViaCord TeamGiven 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
Mr*** * ***n did not provide any contact info for his girlfriend in his complaintI searched the ViaCord database and could not find his name or phone number associated or attached to an account. If his girlfriend is enrolled in the ViaCord program, she did not list his
name or give him access to her accountWe cannot discuss the personal details of her account without her authorization
I called Mr*** to obtain his girlfriend’s contact infoI was not able to get him live. l left a detailed message, with my contact info, requested a call backOnce we receive his girlfriend's information we will gladly follwith her and attempt to clear up this issue
*** ***; Revdex.com Case # *** Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.orgBy way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of PerkinElmer, Inc.,
a publicly-traded life sciences and optoelectronics company based in Waltham, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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*** ***’s complaint relates to our ViaCord service offering Mrs*** has alleged that ViaCord is inappropriately charged her storage fees for the stem cell sample that is currently stored at the ViaCord Processing LabShe also believes that the ViaCord Service Agreement states that her account would be automatically cancelled after nonpaymentWe 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 customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conduct Mrs*** contacted ViaCord to request a copy of her signed Service AgreementWe provided her a copy on In the contract that Mrs*** signed, it explicitly states that if she wishes to discontinue the service she must do so in writingViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving permissionAs Mrs*** stem cells are still stored with ViaCord, she must determine a disposition for the sampleWe emailed Mrs*** a termination agreement and advised her that we would gladly cancel her account and adjust off the balance upon receipt. We are currently waiting for Mrs*** to return the document so that we can formally close her account We sincerely regret any inconvenience that *** *** has experienced during her interactions with our ViaCord teamGiven that the account will be closed once ViaCord receives the necessary paperwork and the storage fee will be waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
*** ***; Revdex.com Case # *** Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.orgBy way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of ***
***., a publicly-traded life sciences and optoelectronics company based in Waltham, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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*** ***, complaint relates to our ViaCord service offering We consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with current, past or potential customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conductI investigated and determined that we obtained Mrs***’s information from a 3rd party mailing list brokerI reached out to Mrs*** via email to extend my sincere apologies for any emotional distress that you have experienced in connection with the unwanted mailerIt was never our intention to inflict pain or offend herI provided Mrs*** with the direct contact info for the mailing list broker so she determine how she was initially added to their mailing list We sincerely regret any inconvenience that Mrs*** experienced during their interactions with ViaCordGiven that we have provide her with the contact info for the broker, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
[redacted]; Revdex.com Case # [redacted] Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.org. By way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of [redacted],...
a publicly-traded life sciences and optoelectronics company based in Waltham, Massachusetts. ViaCord’s 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. [redacted]’s complaint relates to our ViaCord service offering. [redacted] has alleged that she was inappropriately billed for 3 years’ worth of annual storage fees in connection with her enrollment with ViaCord. The ViaCord Accounts Receivable Manager spoke with both Parents on this account at length on 1.26.2016. They have a balance of $375.00 for 3 years of storage (2013, 2014, and 2015). They stated that the Father had called ViaCord and verbally cancelled the account in 2013. The AR Manager explained the process required to cancel the account and that we would have had to mail a termination agreement and the Parents would have had to sign and return that document to us. ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permission. The AR Manager also informed the Parents that ViaCord had no record they had ever called to request to cancel the service or any record that a termination agreement was ever mailed out to them. The AR Managerexplained that because the account was not cancelled they continued to incur storage fees for the banked stem cell sample. The Parents were provided a detailed description of how ViaCord sent multiple bills to them over the 3 year time frame indicating that the account was open, active and past due. The account was ultimately sent to a collection agency after several unsuccessful attempts to reach out to them it settle their balance. A termination agreement and a statement of the account were placed in the mail on1.26.16. The AR Manager explained the importance of returning the termination agreement to use to ensure the account is cancelled. ViaCord is currently waiting for Mrs. [redacted] to return the signed termination disposition letter. Once the termination disposition letter is received, it will be processed and Mrs. [redacted]’s account will be closed. We 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 looked into this matter. In doing so, I found no indication of any improper, inappropriate or unlawful conduct. We sincerely regret any inconvenience that [redacted] experienced during her interactions with our ViaCord Team. Given that the account will be closed once the necessary document is returned, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file.
Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
I again tried to reach [redacted] on the phone number provided for follow-up. I left another detailed message with my contact info requesting a call back to discuss her account. Per the contract that [redacted] signed, she is responsible for the full cost of the program. She opted to pay it via a 12 month payment plan. Our records indicate that [redacted] contacted our Finance Team on 12/07/2010 and stated that she wished to continue saving her stem cell sample. When no future payments were received, ViaCord initiated collection efforts on and off for the past 5 years or so. Per the contract that [redacted] signed, an account must have a zero balance and be in good standing before it can be cancelled. I can find any documentation that ViaCord communicated or agreed to close [redacted]'s account. If [redacted] can provide the documentation that states ViaCord mailed her we will gladly correct the error.If you would like to discuss this matter further please contact me at [redacted].
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Viacord's disposition form was returned within 1 week of my child turning 1 month old as we had to see the pediatrician earlier than normal due to her vacation plans. It was then that the pediatrician stated that it would be a waste of money to pay for their service as not enough blood was collected due to the issues that arose with my labor process. I sent the form back at the end of June stating that I did not want to store my child's blood back in the envelope that was enclosed with the form. I figured once I sent it in, there wouldn't be any further issues. I handed it to our mail carrier that we had at that time, [redacted]. I never received a follow up letter or a phone call. So they're making me responsible for [redacted] and/or their staff in making sure that mail is handled appropriately. I also hadn't realized I was being charged until my card declined and I got a message from my [redacted]. That is when I started looking through previous bills realizing that I had been charged although their form was returned in a timely fashion, or so I had thought.I am still requesting that Viacord return my funds and stop the frequent harassing calls and messages regarding the past due bill(s) and have a better system as to the follow up for the disposition forms that they sent out and have mailed back. Regards,
[redacted]
ViaCord has been in communication with Mrs. [redacted]. She is currently working with our Accounts Receivable Manager to properly close her account.Mrs. [redacted] did not receive a bill for the first ten years because she prepaid for ten years of storage at enrollment. She did in fact call in August 2014...
to cancel her account and was told that she must submit a termination agreement. The termination agreement gives of legal permission to destroy or donate her stem cells. Legally we need her written consent to touch her stem cells.Mrs. [redacted] was advised to return the termination agreement as soon as possible. We did not receive it and kept her account open as a results.We will honor our previous agreement to close her account and waive the storage fees. We are waiting for her to return the paperwork.[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[I did not receive a message or contact information from any Viacord representative as it states in their response. However, I do continue to receive numerous robocalls from Viacord. My attempt to speak with a Viacord Finance professional (collection agent) was fruitless. Again, I reiterate that I cancelled my service shortly after my daughter was born (July 2010) due to circumstances beyond my control (the death of my husband). I was not billed by Viacord, nor were any funds paid to Viacord for service from Q4 2010 - 2015, reinforcing my claim and understanding that the service was indeed cancelled. I maintain that Viacord is trying to collect a balance for which I am not responsible. ]
Regards,
[redacted]
Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.org. By way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of PerkinElmer, Inc., a publicly-traded life sciences and...
optoelectronics company based in Waltham, Massachusetts. ViaCord’s 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. [redacted]’s complaint relates to our ViaCord service offering. [redacted] has alleged that she was inappropriately charged $250 for two annual storage fees in connection with her enrollment with ViaCord. Mr. [redacted] contacted ViaCord on 10.21.16 to dispute the most recent annual storage charge. Mr. [redacted] claimed that he called ViaCord the previous year to close his account. The Finance Rep informed Mr. [redacted] that the only way to close his account would be to sign and return a termination disposition letter. The Finance Rep informed Mr. [redacted] that ViaCord had no record that anyone had ever called to request to cancel the service or any record that a termination disposition letter was ever mailed/returned. ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permission. The Rep advised him that ViaCord would send him a termination disposition letter. The account termination process is outlined in the service contracts that the [redacted]s signed at enrollment. The [redacted]s have since returned the termination disposition letter and ViaCord has closed their account. We 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 looked into this matter. In doing so, I found no indication of any improper, inappropriate or unlawful conduct. While providing refunds and waiving fees in these types of situations are not atypical, ViaCord has waived the disputed annual storage fee. We sincerely regret any inconvenience that the [redacted]sexperienced during their interactions with the ViaCord Team. Given that the account has been closed and the associated storage fees have been waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file.
This account had been cancelled on 10/18 from a termination agreement and the balance was adjusted off their account at that time. Our agency was updated, but their system still showed the balance owed of $95 as active. I contacted them today and advised them to close the account...
immediately, they confirmed. The ViaCord Finance Manager spoke with the [redacted] on 12.1.2017. She was very happy to hear she does not have a balance outstanding and that her account had been canceled already.We 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 looked into this matter. In doing so, I found no indication of any improper, inappropriate or unlawful conduct. We sincerely regret any inconvenience that the [redacted] experienced during her interactions with the ViaCord Team. Given that the account has been closed and the associated storage fees have been waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file.
When Mrs. [redacted] signed up with VaCord in July 2010. She agreed to a make 12 monthly payments over a year period. Mrs. [redacted] made 3 of the 12 payments. The disputed amount is the balance from the ViaCord services that were rendered in 2010 and any applicable storage fees. I've reached out...
to Mrs. [redacted] to discuss her account and determine the best way to close out her complaint. Unfortunately she was not available. I left my contact information with hopes that she will reach out to resolve this issue.
Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.orgBy way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of PerkinElmer, Inc., a publicly-traded life sciences and optoelectronics company based in Waltham, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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 [redacted] ’s complaint relates to our ViaCord service offering [redacted] has alleged that she was inappropriately charged $for two annual storage fees in connection with her enrollment with ViaCord Mr [redacted] contacted ViaCord on to dispute the most recent annual storage chargeMr [redacted] claimed that he called ViaCord the previous year to close his accountThe Finance Rep informed Mr [redacted] that the only way to close his account would be to sign and return a termination disposition letterThe Finance Rep informed Mr [redacted] that ViaCord had no record that anyone had ever called to request to cancel the service or any record that a termination disposition letter was ever mailed/returnedViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permissionThe Rep advised him that ViaCord would send him a termination disposition letter The account termination process is outlined in the service contracts that the [redacted] s signed at enrollment The [redacted] s have since returned the termination disposition letter and ViaCord has closed their accountWe consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conductWhile providing refunds and waiving fees in these types of situations are not atypical, ViaCord has waived the disputed annual storage fee We sincerely regret any inconvenience that the [redacted] sexperienced during their interactions with the ViaCord TeamGiven that the account has been closed and the associated storage fees have been waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
This account had been cancelled on 10/from a termination agreement and the balance was adjusted off their account at that time Our agency was updated, but their system still showed the balance owed of $as active I contacted them today and advised them to close the account immediately, they confirmed The ViaCord Finance Manager spoke with the [redacted] on She was very happy to hear she does not have a balance outstanding and that her account had been canceled already.We consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conductWe sincerely regret any inconvenience that the [redacted] experienced during her interactions with the ViaCord TeamGiven that the account has been closed and the associated storage fees have been waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [I did not receive a message or contact information from any Viacord representative as it states in their response However, I do continue to receive numerous robocalls from Viacord My attempt to speak with a Viacord Finance professional (collection agent) was fruitless Again, I reiterate that I cancelled my service shortly after my daughter was born (July 2010) due to circumstances beyond my control (the death of my husband) I was not billed by Viacord, nor were any funds paid to Viacord for service from Q- 2015, reinforcing my claim and understanding that the service was indeed cancelled I maintain that Viacord is trying to collect a balance for which I am not responsible ] Regards, [redacted]
We received the complaint set forth above through the Complaint Management System of ***By way of background, ViaCord, LLC, based in ***, Massachusetts, is a wholly-owned subsidiary of ***, Inc., a publicly-traded life sciences and optoelectronics company based in
***, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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*** ***’s complaint relates to our ViaCord service offering *** *** has alleged that she was inappropriately charged a $annual storage fee in connection with her enrollment with ViaCordIt should be noted that Mrs*** has two stem cell samples stored at the ViaCord Processing Lab Mrs*** initially contacted ViaCord on to cancel her accountsShe was advised by a Finance Repthat in order to close her account she must sign and return a termination disposition letter for each stem cell sampleViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permissionTwo termination disposition letters were mailed to Mrs*** on that dayMrs*** only signed and returned one termination disposition letterViaCord closed the account specified on the returned termination disposition letter on The second account was kept active while we waited for Mrs*** to sign and return the second termination disposition letterThe account termination process is outlined in the service contracts that Mrs*** signed on and Mrs*** called the ViaCord Finance Team on to check on the status of her accountShe was informed that her second account was still active because ViaCord had yet to receive the second termination disposition letter A Finance Rep mailed another copy of the missing termination disposition letter on that dayTo date, the outstanding termination disposition letter has not been returned The ViaCord Finance Supervisor contacted Mrs*** on to discuss her complaint and clarify that we still need the termination disposition letter to discard her sampleMrs*** was sent a third termination disposition letter on that day ViaCord is currently waiting for Mrs*** to return the signed termination disposition letter Once the termination disposition letter is received, it will be processed and Mrs***’s second account will be closedThe associated storage fees will be voidedProviding refunds and waiving fees in these types of situations are not atypicalWe consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conduct We sincerely regret any inconvenience that *** *** experienced during her interactions with our ViaCord TeamGiven that the storage fee will be waived once the necessary document is returned, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my billing and account concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved I would like to thank *** *** from ViaCord for responding swiftly and respectfully in closing our account with ViaCord and correcting our balance and sending me our new invoice reflecting the zero balance due
Regards,
*** ***
*** * ***; Revdex.com Case # *** Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.orgBy way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of PerkinElmer, Inc.,
a publicly-traded life sciences and optoelectronics company based in Waltham, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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*** ***’s complaint relates to our ViaCord service offering *** ***has alleged that he was inappropriately charged a $annual storage fee in connection with his enrollment with ViaCord Mr*** contacted ViaCord on to dispute an annual storage chargeMr*** claimed that he called ViaCord months earlier to close his accountThe Finance Rep informed Mr*** that the only way to close his account would be to sign and return a termination disposition letterThe Finance Rep informed Mr*** that ViaCord had no record they had ever called to request to cancel the service or any record that a termination disposition letter was ever mailed/returnedViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permissionThe Rep advised him that she would send out send him a termination disposition letter The account termination process is outlined in the service contracts that Mr*** signed at enrollment Mr*** has since returned the termination disposition letter and ViaCord has closed his accountWe consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with our customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conductWhile providing refunds and waiving fees in these types of situations are not atypical, ViaCord has waived the disputed annual storage fee We sincerely regret any inconvenience that *** * ***experienced during his interactions with our ViaCord TeamGiven 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
Mr*** * ***n did not provide any contact info for his girlfriend in his complaintI searched the ViaCord database and could not find his name or phone number associated or attached to an account. If his girlfriend is enrolled in the ViaCord program, she did not list his
name or give him access to her accountWe cannot discuss the personal details of her account without her authorization
I called Mr*** to obtain his girlfriend’s contact infoI was not able to get him live. l left a detailed message, with my contact info, requested a call backOnce we receive his girlfriend's information we will gladly follwith her and attempt to clear up this issue
*** ***; Revdex.com Case # *** Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.orgBy way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of PerkinElmer, Inc.,
a publicly-traded life sciences and optoelectronics company based in Waltham, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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*** ***’s complaint relates to our ViaCord service offering Mrs*** has alleged that ViaCord is inappropriately charged her storage fees for the stem cell sample that is currently stored at the ViaCord Processing LabShe also believes that the ViaCord Service Agreement states that her account would be automatically cancelled after nonpaymentWe 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 customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conduct Mrs*** contacted ViaCord to request a copy of her signed Service AgreementWe provided her a copy on In the contract that Mrs*** signed, it explicitly states that if she wishes to discontinue the service she must do so in writingViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving permissionAs Mrs*** stem cells are still stored with ViaCord, she must determine a disposition for the sampleWe emailed Mrs*** a termination agreement and advised her that we would gladly cancel her account and adjust off the balance upon receipt. We are currently waiting for Mrs*** to return the document so that we can formally close her account We sincerely regret any inconvenience that *** *** has experienced during her interactions with our ViaCord teamGiven that the account will be closed once ViaCord receives the necessary paperwork and the storage fee will be waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
*** ***; Revdex.com Case # *** Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.orgBy way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of ***
***., a publicly-traded life sciences and optoelectronics company based in Waltham, MassachusettsViaCord’s business has two partsOne part involves the research and development of umbilical cord and adult-derived stem cell product candidates to treat significant diseasesThe other is our reproductive health businessA 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*** ***, complaint relates to our ViaCord service offering We consider ourselves to be a customer-friendly and focused company and, absent truly extenuating circumstances, are not inclined to engage in disputes with current, past or potential customersI have looked into this matterIn doing so, I found no indication of any improper, inappropriate or unlawful conductI investigated and determined that we obtained Mrs***’s information from a 3rd party mailing list brokerI reached out to Mrs*** via email to extend my sincere apologies for any emotional distress that you have experienced in connection with the unwanted mailerIt was never our intention to inflict pain or offend herI provided Mrs*** with the direct contact info for the mailing list broker so she determine how she was initially added to their mailing list We sincerely regret any inconvenience that Mrs*** experienced during their interactions with ViaCordGiven that we have provide her with the contact info for the broker, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file
[redacted]; Revdex.com Case # [redacted] Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.org. By way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of [redacted],...
a publicly-traded life sciences and optoelectronics company based in Waltham, Massachusetts. ViaCord’s 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. [redacted]’s complaint relates to our ViaCord service offering. [redacted] has alleged that she was inappropriately billed for 3 years’ worth of annual storage fees in connection with her enrollment with ViaCord. The ViaCord Accounts Receivable Manager spoke with both Parents on this account at length on 1.26.2016. They have a balance of $375.00 for 3 years of storage (2013, 2014, and 2015). They stated that the Father had called ViaCord and verbally cancelled the account in 2013. The AR Manager explained the process required to cancel the account and that we would have had to mail a termination agreement and the Parents would have had to sign and return that document to us. ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permission. The AR Manager also informed the Parents that ViaCord had no record they had ever called to request to cancel the service or any record that a termination agreement was ever mailed out to them. The AR Managerexplained that because the account was not cancelled they continued to incur storage fees for the banked stem cell sample. The Parents were provided a detailed description of how ViaCord sent multiple bills to them over the 3 year time frame indicating that the account was open, active and past due. The account was ultimately sent to a collection agency after several unsuccessful attempts to reach out to them it settle their balance. A termination agreement and a statement of the account were placed in the mail on1.26.16. The AR Manager explained the importance of returning the termination agreement to use to ensure the account is cancelled. ViaCord is currently waiting for Mrs. [redacted] to return the signed termination disposition letter. Once the termination disposition letter is received, it will be processed and Mrs. [redacted]’s account will be closed. We 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 looked into this matter. In doing so, I found no indication of any improper, inappropriate or unlawful conduct. We sincerely regret any inconvenience that [redacted] experienced during her interactions with our ViaCord Team. Given that the account will be closed once the necessary document is returned, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file.
Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
I again tried to reach [redacted] on the phone number provided for follow-up. I left another detailed message with my contact info requesting a call back to discuss her account. Per the contract that [redacted] signed, she is responsible for the full cost of the program. She opted to pay it via a 12 month payment plan. Our records indicate that [redacted] contacted our Finance Team on 12/07/2010 and stated that she wished to continue saving her stem cell sample. When no future payments were received, ViaCord initiated collection efforts on and off for the past 5 years or so. Per the contract that [redacted] signed, an account must have a zero balance and be in good standing before it can be cancelled. I can find any documentation that ViaCord communicated or agreed to close [redacted]'s account. If [redacted] can provide the documentation that states ViaCord mailed her we will gladly correct the error.If you would like to discuss this matter further please contact me at [redacted].
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Viacord's disposition form was returned within 1 week of my child turning 1 month old as we had to see the pediatrician earlier than normal due to her vacation plans. It was then that the pediatrician stated that it would be a waste of money to pay for their service as not enough blood was collected due to the issues that arose with my labor process. I sent the form back at the end of June stating that I did not want to store my child's blood back in the envelope that was enclosed with the form. I figured once I sent it in, there wouldn't be any further issues. I handed it to our mail carrier that we had at that time, [redacted]. I never received a follow up letter or a phone call. So they're making me responsible for [redacted] and/or their staff in making sure that mail is handled appropriately. I also hadn't realized I was being charged until my card declined and I got a message from my [redacted]. That is when I started looking through previous bills realizing that I had been charged although their form was returned in a timely fashion, or so I had thought.I am still requesting that Viacord return my funds and stop the frequent harassing calls and messages regarding the past due bill(s) and have a better system as to the follow up for the disposition forms that they sent out and have mailed back. Regards,
[redacted]
ViaCord has been in communication with Mrs. [redacted]. She is currently working with our Accounts Receivable Manager to properly close her account.Mrs. [redacted] did not receive a bill for the first ten years because she prepaid for ten years of storage at enrollment. She did in fact call in August 2014...
to cancel her account and was told that she must submit a termination agreement. The termination agreement gives of legal permission to destroy or donate her stem cells. Legally we need her written consent to touch her stem cells.Mrs. [redacted] was advised to return the termination agreement as soon as possible. We did not receive it and kept her account open as a results.We will honor our previous agreement to close her account and waive the storage fees. We are waiting for her to return the paperwork.[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[I did not receive a message or contact information from any Viacord representative as it states in their response. However, I do continue to receive numerous robocalls from Viacord. My attempt to speak with a Viacord Finance professional (collection agent) was fruitless. Again, I reiterate that I cancelled my service shortly after my daughter was born (July 2010) due to circumstances beyond my control (the death of my husband). I was not billed by Viacord, nor were any funds paid to Viacord for service from Q4 2010 - 2015, reinforcing my claim and understanding that the service was indeed cancelled. I maintain that Viacord is trying to collect a balance for which I am not responsible. ]
Regards,
[redacted]
Dear Revdex.com, We received the complaint set forth above through the Complaint Management System of www.bosRevdex.com.org. By way of background, ViaCord, LLC, based in Cambridge, Massachusetts, is a wholly-owned subsidiary of PerkinElmer, Inc., a publicly-traded life sciences and...
optoelectronics company based in Waltham, Massachusetts. ViaCord’s 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. [redacted]’s complaint relates to our ViaCord service offering. [redacted] has alleged that she was inappropriately charged $250 for two annual storage fees in connection with her enrollment with ViaCord. Mr. [redacted] contacted ViaCord on 10.21.16 to dispute the most recent annual storage charge. Mr. [redacted] claimed that he called ViaCord the previous year to close his account. The Finance Rep informed Mr. [redacted] that the only way to close his account would be to sign and return a termination disposition letter. The Finance Rep informed Mr. [redacted] that ViaCord had no record that anyone had ever called to request to cancel the service or any record that a termination disposition letter was ever mailed/returned. ViaCord cannot legally destroy or move a stem cell sample without signed documentation from a customer giving us permission. The Rep advised him that ViaCord would send him a termination disposition letter. The account termination process is outlined in the service contracts that the [redacted]s signed at enrollment. The [redacted]s have since returned the termination disposition letter and ViaCord has closed their account. We 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 looked into this matter. In doing so, I found no indication of any improper, inappropriate or unlawful conduct. While providing refunds and waiving fees in these types of situations are not atypical, ViaCord has waived the disputed annual storage fee. We sincerely regret any inconvenience that the [redacted]sexperienced during their interactions with the ViaCord Team. Given that the account has been closed and the associated storage fees have been waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file.
This account had been cancelled on 10/18 from a termination agreement and the balance was adjusted off their account at that time. Our agency was updated, but their system still showed the balance owed of $95 as active. I contacted them today and advised them to close the account...
immediately, they confirmed. The ViaCord Finance Manager spoke with the [redacted] on 12.1.2017. She was very happy to hear she does not have a balance outstanding and that her account had been canceled already.We 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 looked into this matter. In doing so, I found no indication of any improper, inappropriate or unlawful conduct. We sincerely regret any inconvenience that the [redacted] experienced during her interactions with the ViaCord Team. Given that the account has been closed and the associated storage fees have been waived, we respectfully request that the matter be closed and that the amicable resolution of this matter be noted in our file.
When Mrs. [redacted] signed up with VaCord in July 2010. She agreed to a make 12 monthly payments over a year period. Mrs. [redacted] made 3 of the 12 payments. The disputed amount is the balance from the ViaCord services that were rendered in 2010 and any applicable storage fees. I've reached out...
to Mrs. [redacted] to discuss her account and determine the best way to close out her complaint. Unfortunately she was not available. I left my contact information with hopes that she will reach out to resolve this issue.