Complaints

• Initial Complaint

  02/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  "BLOOD LEAKEAGE/LEAKING FROM DONORS ARM', PHOBOTONIS DID NOT CLEAN APPROPRIATELY.

  Customer response

  02/26/2025

   
  Better Business Bureau:
  
  

  YES, "SPOKE WITH CENTER DIRECTOR ****** ****** CENTER DIRECTOR @ 9:30 AM TODAY", PROBLEM HAS BEEN RESOLVED TODAY, ASKING THE *** TO CANCEL (COMPLAINT) 22974049/CODE: 7419147423409.

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of your managers, the person whos supposed to make sure everything is run CORRECTLY, shoved the IV too far into my arm, without warning, because the transfusion wasnt working properly. The procedure had already started, and intending to troubleshoot the problem, he adjusted the needle by pushing it further into my arm and immediately gave me an extremely painful reaction. My arm started swelling with blood at the site of the needle and was identified as an immense hematoma, bruising my entire forearm and lower bicep. Aggressive or incorrect venipuncture causing a bruised bicep tendon was the diagnosis from when I visited a physician. The pain, swelling, and coloring still has not gone away and even looks and feels worse than it did 9 days ago when this happened. I still cannot bend or fully extend my arm and have had to miss several sporting events in the past week and have trouble doing simple tasks. After all this I wasnt even given full financial compensation for the second transfusion, which was supposed to be $100, I walked out with 60% less, let alone actual compensation for my troubles. I was told it was because I couldnt finish the transfusion, although that was why I was there, and the only reason I couldnt was because of their incompetence. If I intended to complete the transfusion to donate and couldnt because of something out of my control, I should still be able to receive what Id originally walked in for.

  Business response

  02/10/2025

  Dear *** *****,
  

  Thank you for bringing this matter to our attention. We sincerely regret that your recent experience with our phlebotomy services did not meet your expectations. ************ and comfort are our highest priorities, and we take all concerns regarding our procedures seriously.
  

  Bruising can occasionally occur after venipuncture due to various factors, including vein fragility, individual healing responses, or post-procedure activity. However, we understand that this experience may have been distressing, and we apologize for any discomfort you experienced.
  

  To address this concern, we are reviewing this matter internally, reinforcing best practices with our phlebotomy team, and ensuring that all staff maintain the highest level of skill and care during venipuncture procedures.
  

  In addition, we appreciate you sharing your concerns regarding your compensation. We understand that expectations around payment are important, and we appreciate the opportunity to clarify this matter.
  

  Our goal is always to ensure transparency in our compensation structure, and we strive to provide clear information regarding rates and any applicable conditions.
  

  Please reach out to our ************************** at ************* and follow the prompts to speak to a manager, so we can discuss the details and address any discrepancies or concerns you may have. Your satisfaction is important to us, and we are committed to resolving this matter fairly.
  

  We appreciate your feedback as it helps us continue to improve our services. Thank you for giving us the opportunity to address your concerns.
  

  Warmest Regards,
  Octapharma Plasma Leadership
  *************, **

• Initial Complaint

  01/23/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They have made no attempt to resolve anything. They keep lying when I know there's nothing wrong with me. You have to be screened before you can even go back to a machine. Their behavior is intentional.

  Business response

  01/24/2025

  We are so sorry to hear that you had a poor experience with us. At Octapharma Plasma, we have made it our goal to offer a safe and positive donation experience for all of our donors and your feedback is instrumental in achieving this goal. Please contact the donation center in the hopes that we can amend future experiences with us! 

  Customer response

  01/27/2025

   
  I am rejecting this response because:
  
  

  Customer response

  01/30/2025

  PLEASE SEE ATTACHMENT UPLOADED. 948 WORDS. I uploaded it before when i responded and that's why this space is left blank. its will not allow me to go forward when i paste here

  Business response

  01/31/2025

  Thank you for your feedback and for bringing this issue to our attention. We strive to maintain high standards and regret that we did not meet your expectations during your recent interaction with us. For a prompt resolution, please contact us at ************. We are here to assist you.
  

• Initial Complaint

  12/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Octapharma plasma has a potentially neglecting environment and shows favoritism. I have been trying to become a donor for what seems like forever now being dragged through hoops that dont exists for others. I have came up to this establishment on 4 separate occasions with all required paperwork to apply to become a new donor and received answers from can you come back at ***************************************************************************** They have made me waste numerous hours for what seems like no progress. Initially after this negative treatment I has assumed it was just how they treat all of their new donors and decided to go to a different donation facility. I dont think that is the case here as my wife dontates at this facility and has seen them allow someone to apply to donate with only an ID card. This person was a friend of an employee and was shown favoritism. This is not the only time I have seen people get shown favoritism as other occasions people will walk inside and go straight back to the donation floor without waiting in line. They act as if they are a part of the places functionality and speak to employees on a personal level. This would all be okay if there wasnt a sign that prohibits them from going back there without waiting in line first. A lot of things get overlooked for certain people and it seems like unless you know someone that works there, you get treated like c*** I can assure you that this is based on gathered information from personal experience as well as from honest answers from other consumers of this establishment. I solely believe this company shows favoritism and should not be allowed to function the way that it has been all this time.

  Business response

  01/08/2025

  Good Afternoon,

  It is unfortunate that the customer had a perceived negative experience. We are working to resolve some unexpected staffing issues that may have factored in the customer's visit to our center. The customer's information in this complaint was initially entered incorrectly in our system and required correction that is handled by our IT department. Once, the issue was resolved the donor was still required to provide proof for verification purposes. This is Standard Operating procedure for every new customer that enters the facility, and the process differs for a returning customer. The document presented was not sufficient since the information was self-prepared. The customer was not happy when this was explained and left the facility prior to alternative methods of verification could be discussed. Our company is striving to enhance and better the customer service experience.

  Kind Regards,

   

   

   

   

• Initial Complaint

  12/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On December 18th i went to Octapharma plasma in *********** ********. I went inside to a wall of people standing and waiting. After about 20 minutes I walked around the corner to see if there were any employees working and what was going on. Soon as I went around the corner, an employee named aja was standing there with a sad look on her face and said to me "how can I help you?" I said I'm just wondering if you guys were open for business. She responded and said abruptly that they are short staffed and that she came out and explained to the donors that there would be a wait. Except she didn't because she never once came out and said anything. It took me almost 1 40 minutes to be screened. While I was donating another donor got loud with another donor being screened because he had been waiting a very long time. When the staff was walking by I said to them that I agree with the guy that got loud. It's disrespectful to wait in line for hours then have someone but you in line. That's all I said. I never once yelled, cussed, or was disorderly. It took me almost 3 hours to get in the door and out and absolutely waste of time. And now the manager has banned me from coming back. I cant call corporate to explain. They had no right to ban me or waste my time.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Facility refuse to help donors at an acceptable rate. People sit and wait for hours just to donate. Nurse are rude and nasty to donors. Staff us highly inappropriate and honors favoritism. Staff members talking about gay *** to donors.

  Business response

  12/03/2024

  When I called the number that was provided, I received no answer, so I looked in our system and seen it was a different phone number and called Altonyo ****** to discuss his complaint and he stated that he did not place a complaint with the BBB. He did state that he has a son with the same name.  When I looked in our system, we only have one Altonyo ****** and he does not have the same address nor phone number that you provided on the complaint.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to octapharma plasma in **************** today, Monday November 19 2024 and was treated very badly by the staff. There was a lady by the name of ******** that was rude from the moment we walked in and yelled at my girlfriend for sitting while filling out a questionnaire, then, while taking vitals she was extremely rude to her and started an argument with her to make her blood pressure go up so that she was unable to donate. At that time she asked for a different person and the manager came out who was a brown haired lady with glasses and a funny eye that kept saying over and over shes just following procedure and I said no its not that, shes just being rude, its not about any procedures its her attitude at which point the guy who had had ******** before me also spoke up and told the manager that she had been rude to him too and told him he looked dirty and made another nasty comment about his appearance. Again the manager said shes just following procedure followed by both of you are too sensitive then when I got called to give blood the manager said something to one of the other employees about to do my plasma withdrawal and then I was skipped and 5 people who sat down after me were hooked up first and when I finally asked someone came over named ******* and when he stuck the needle in he stretched my skin before he stuck it in so that when when it went it it would stay stretched and hurt more, it was the worst pain Ive ever had from a needle. Ive donated plasma about 20 times before and it was the most excruciating pain Ive ever had 50x worse than the most painful stick prior to today, I believe it was in retaliation for my complaint about the other employee. Its terrible that healthcare workers would be so rude and vengeful when all I wanted to do was donate plasma to help somebody in need.

  Business response

  11/19/2024

  Its truly disappointing to hear about your experience at Octapharma Plasma. I want to assure you that your concerns are taken seriously, and what you've described does not align with the values or expectations of the organization. Every donor deserves to be treated with respect, professionalism, and care throughout the donation process.
  If you haven't already, I recommend documenting this incident in detail, including the date, time, and names or descriptions of the individuals involved, and reaching out to Octapharma Plasmas *********************** Director. They can be reached via phone and its important they hear directly from you to address this situation appropriately.
  Providing feedback not only helps improve services but ensures accountability for actions that might discourage donors from returning. Your willingness to donate plasma is incredibly valuable, and you should never have to endure treatment like this while trying to make a difference.
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  went to donate 10 times I got a thousand points I went to redeem the ***** points it's been delayed this was October 14th of 2024 and still nothing

  Business response

  11/15/2024

  Thank you for providing your feedback and letting us know about this issue, ******. We hold ourselves to a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us. For a quicker resolution, we recommend using our chatbot or visiting the donor portal for self-service options. If you still need further assistance, please get in touch with us at ************** and we'd be happy to help you out.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They are the worst here specially when they take your temperature they either put the thing all the way down your throat. Or they just take forever to call you back for a retake that your temperature goes up even higher. Then when you ask to speak to a supervisor nobody ever comes down to help. Of course always wait on there time who cares about our lives or whatever we got to do. Your worker ******* is the worst always fails you plus takes over 20 minutes to call you back for retake of course your not gonna pass after sitting ****** off for so long. Then there front desk ****** Asian lady is so rude they need someone else in the front that has patience and knows what she doing. Then I had there center director just come downstairs to disrespect me and offer me $5 dollars for my inconvenience. That was like a slap in the face what do I look like a crack head looking for a hit. You talk a big game about savings lives by donating plasma but how could you when your workers are slow and dont know what they are doing at all. I also had to wait literally ***** minutes for someone to unstick me after I was already done donating. That made me late again for work because they choose not to have enough staff or staff doing whatever they want just walking around chilling while we trying to get un hooked. Beware of this plasma center and there bad staff. Only good worker are ***** in the back and ****.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/3/24 I went in to donate plasma and was half way through when the supervisor came up to me and said she overheard me saying I was homeless and couldnt donate plasma if I dont have a home. I had already been there once before when they infiltrated my vein and paid me $5 when they told me if they stick me I get paid full price which I was told would be $125. This time I was supposed to get $125 and after the supervisor came over and screamed at me in front of everyone for being homeless and said they would only pay me half which should have been $62.50 if they know math and after being humiliated and taking to the manager I was only paid $50 and sent on my way. I even spoke to the customer service department supervisor for over an hour crying to him about how humiliated I was in front of everyone and completely mortified for trying to do a service and after having all my veins ruined by these people, to only get ripped off in the process and they promised to look into it and calm me back get me my compensation which should have been $125 for the second time and $125 for the third since NOWHERE does it say that u cant be sleeping in your car to donate plasma and they PROMISED that I would be paid in full regardless of the outcome once they poke me with any needle which they did twice and only paid me $5 the first time and $50 the second time. They are so u professional and rude as can be. I will NEVER donate plasma again thanks to them so people are going to die just because these jerks dont know how to treat people that are doing a service to the community by donating life saving plasma. I want my money now and I want them to fire the supervisor and the manager because they are the rudest most embarrassing monsters I have ever dealt with. If I was homeless they should be ashamed of the way they treat someone who is supposedly homeless. Thats awful to treat someone that way thats clearly already suffering and living on the streets. They should be ashamed!

  Customer response

  09/16/2024

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

  Business response

  09/24/2024

  We would like to express our sincere apologies for any negative experiences that you many have encountered at our facility.  Your feedback is invaluable, and we take your concerns seriously.  As for donation compensation we understand your frustration, we do pay based on the volume of plasma given at each visit.  On your 2nd visit, there was no plasma taken resulting in reduced pay and the opportunity to come back the next day to try again.  
  With Octapharma Plasma, Inc.  being a highly regulated company, the donor needs to meet several criteria to make them eligible for donation,including residing at a permanent address.  As we have no specific signage that indicates a permanent address is required, the health history questionnaire that is completed by the donor at each donation does inquiry about any changes to your address within the last 8 weeks.  Answering this correctly would have notified our employees to inquire about change of physical address that you provided on your first visit.    The pay you received when taken off on the date in question was based off the amount of plasma given, and you were given more than half of what your expected pay was to be for your 3rd visit. 
  Regarding your observation about donor confidentiality, it was only addressed with you after you had mentioned to another staff member that you were living in your car.  We apologize for how you felt it was addressed and additional training will be completed if deemed necessary.   We do understand that further clarification and explanation was done behind closed doors at a later time.   Again, we apologize for any inconvenience that this has caused you.  

*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. ↩