Complaints

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have donated at Octapharma plasma in *****, Ne for well over a year now and have always had a great experience at the center itself. However, my issue is with not receiving my Octapharma rewards. I redeemed 1000 points last quarter for a $5 ******* gift card. I received an email stating that my reward was delayed. I spoke with ********** and they stated that I needed to talk to the rewards sender? So, I spoke directly with my center director. They stated that the reward showed it was canceled. I sent numerous emails to OPI Rewards email with no response. I went back to my center and they sent an email for me. Well, after 2 months, I finally gave up. So, I thought well, I am out $5 and chalked it up to that. Now, I was finally able to redeem points again and redeemed another 1000 points for a $5 ******* gift card. I get the exact same reply. Your gift card is delayed and is being reviewed by the sender. So now, I am owed $10 in Rewards gift cards. Now, I am very frustrated. I called and spoke with the customer service center. They tell me that there has been issues and I said well, if that is the case, it has been going on for over 4 months because I never received my last $5 either. She tells me to email OPI rewards which I have done, but I know that they will not reply as they did not reply to my last several emails. I did not even received an acknowledgement from them that they received my emails. I simply want a $10 credit now for my rewards that were earned. This is beyond frustrating and is simply a matter of principle now. This is the reward id for the current redemption. I deleted the old one but I am sure you can see that I never received it. Reward ID: ************. Thank you-****************************** 12/14/1970

• Initial Complaint

  07/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good Morning, I have another complaint about this location. They've prevented me from donating for over TWO MONTHS. Their intake screeners and/or staff apparently have some sort of problem with me, & unfortunately said screeners are given great *************** to weaponize their basic finger-prick blood-************** analysis (that takes 20 seconds to determine) to defer anyone from donating if they may have an issue with them, claiming that they have "low protein" without a shred of proof from an actual laboratory analysis of a vial of my blood to determine the real protein content. Their acceptable protein range is between 6.0-9.0. But screeners can say & record whatever results they want to in order to pass or prevent someone from donating that day. They also don't show you their result, which keeps the process as untrustworthy as possible. It's a totally unacceptable practice. I've called Octapharma's customer service line (headquartered in *******) no fewer than 7 times since 6.10.24 after providing my last blood sample for protein analysis, this after a screener said that I had "low protein" & denied my donation that day. After several escalations made during several calls placed (wherein the service reps sent messages directly to the center & requested the lab results to be reported directly to me) & after more than 7 direct calls from the customer service center to the donation center on ****************** here in ********* to ascertain the results, not one call has been placed to me & the service reps have told me that they've actually been hung-up on by reps at the donation center.This center is a mess, customer service is terrible, the employees are ghetto, the center is ghetto, & these people simply don't do their jobs. I want upper management in their HQ to know about these events & to finally do something about it, not just kick this complaint back to ********* (& yes, I have been in contact with Center Director ********************* about these issues).

  Business response

  07/12/2024

  For every donation at Octapharma Plasma a total protein sample is taken to verify suitability.This is to ensure that the donation is suitable for manufacturing use. If the sample is out of range, it is company policy to defer the donor until their total protein is back in the acceptable range of 6.0-9.0. This is a safety precaution for the donor as well as the recipients who use our medications. Unfortunately,this donor had an unacceptable test result which resulted in a deferral until he gets his total protein level back in the suitable range. As for the staff they are all trained and follow the companys standard operating procedures and act accordingly based on the value of the vitals for the donor that day. With Octapharma being a highly regulated company, the donor needs to meet several criteria for a suitable donation. Donating is a voluntary process and there are regulated guidelines that must be upheld for donor safety and product suitability. 

  Customer response

  07/12/2024

   
  I am rejecting this response because THE DID NOT ANSWER THE QUESTION IN THE COMPLAINT: WHAT'S THE RESULT FO THE SAMPLE LEFT ON 6.10.24 THAT I'VE PLACED OVER SEVEN CALLS TO YOUR CUSTOMER SERVICE CENTER TO DETERMINE? Wow!
  
  

  Business response

  07/16/2024

  We have tried calling **** however his phone rings 3 times and does not have voicemail. I have emailed him a response with his test results. 

  Customer response

  07/16/2024

   
  I am rejecting this response because they've failed to their jobs repeatedly, and, Octapharma has failed to even call the number listed on this very complaint ************, instead calling my old DISCONNECTED PHONE NUMBER. Why would they do that? 

  I've also give my new cell phone number to Octapharma's customer service center, and they've FAILED TO CALL THAT NUMBER TOO!!

  It should NOT take ONE & A HALF MONTHS to return results, and I should not have to continue to chase these people down for them! I want contact from SOMEONE IN OCTAPHARMA'S ************** HEADQUARTERS IN A POSITION OF AUTHORITY ABOVE *********************. 

  I've been donating at another center frequently with no issues whatsoever because I do not have a low protein condition.
  
  I need Octapharma to send your results to my primary care physician at **************************** at ***************************************************************************************************************************************************************************************************************************.
  
  What is the work-around here? I don't trust the work of your in-house phlebotomists.

  I can have my PCP run another round of official tests conducted by a qualified medical professional or Hematologist & share the actual results with you to clear me to donate going forward. Is that an acceptable solution, Octapharma? I have official blood work results from my medical provider showing that my protein levels are routinely between 7.1 & 7.3. 

  I look forward to your response. 

  ************************* 

   

  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So there is a lot of issues wrong with this place. And I am referring not only to octopharma as a whole but the octopharma in milwaulkie ****** as well. First: The app that they use shows that you will get paid 1 amount but then you will get paid another after donating. They don't warn you, you just get stuck and then it's a coin toss. So that's misleading and I have wasted my time and effort to go in thinking I would get paid but then got short changed. They have double standards that say donors can't use phones but then workers have been seen to walk around with them on having personal conversations, and who knows if they are taking pictures of my personal information? When I said something about the pay they then deferred me as a donor, and then when I came back drove all the way across the city to get there just to be told no sorry we don't accept people with that opinion. They are suffocating their donors and paying them crumbs (45$ a bottle) while they make 3,000$ to 5,000$ a bottle. They also do this to their employees, they don't give them anything, there are review after review on indeed about how badly they are treated and how unfair the pay is. So it would be nice if the BBB would help put a stop to all of this unfair treatment to people who are donating their literal blood, and to the people that are helping make it possible. And this isn't even talking about the countless times I've seen a phlebotomist stick someone with a needle and then go on to stick someone else without changing their gloves. After touching someone else's blood. This is an STD breeding ground waiting to happen. The wrong person keeps the wrong set of gloves on and a whole slew of people could be seriously injured. So there's that can of worms. I've also seen management sexually harass other employees, in front of donors, this place needs to be outed. Needless to say I won't be going back, but the BBB should be aware of what is happening in that cesspool.

  Business response

  06/05/2024

  Dear ******,

  I want to express my sincere apologies for any negative experiences you may have encountered at our facility. Your feedback is invaluable, and we take your concerns seriously. I assure you that we are committed to addressing each issue you've raised and implementing necessary changes to improve our operations.
  

  Regarding the discrepancies in payment, we understand how frustrating this must have been for you. We acknowledge that our app's payment system may have caused confusion.  Our app is an estimate based off past donations.  The actual payment is based on Hematocrit, Weight, and Height, which can vary from donation to donation. Your payment amount is available as soon as you finish screening.  We are actively working to ensure transparency for all donors to ensure the amount is known at the screening booth.
  

  Regarding your observations about safety protocols, we are committed to upholding the highest standards of hygiene and safety in our facility. We are investigating the reported incidents and will take immediate corrective action to ensure strict adherence to protocol, which includes changing gloves in between procedures.

  Allegations of harassment are taken extremely seriously. We have zero tolerance for any form of harassment or misconduct in our workplace. We have launched an investigation into these allegations, and appropriate disciplinary action will be taken if necessary.
  

  Please feel free to reach out to me directly at ************************* or *************************************** if you would like to discuss your concerns further or if there's anything else we can do to rectify the situation.
  

  Sincerely,
  ******************************
  Donor Center Director
  Octapharma Plasma, Inc. Milwaukie, OR

  
  

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My message to Center Director *********************, after another empty & time wasting trip: On 5/10, I made another long and unnecessary trip to the ** Decatur location in ********* only to be told at your intake cubicle that I could not donate because the results of my protein analysis (submitted on 4/26) hadn't come back (and I do understand there was a ransomware shutdown). You have got to improve the process of proactively notifying donors of our ability or inability to donate well ahead of any planned visits, via the Octapharma app, text, email, or phone call. Today's trip has been another complete waste of my time, and unnecessarily so.The phlebotomist said to call customer service to get feedback on the status of the protein analysis, but they never have any information and every time that they try to transfer calls to the local center, there's never an answer. So I'll have to continue taking trips all the way to the donation center to get the results in question. But those results should be provided to me proactively by someone at the center or via the Octapharma app like BioLife does, for example. This is not the first time that this has happened. As it takes me up to 30 minutes to reach your destination, I would appreciate it if your personnel would show a little more respect for time, effort, and input that I put into planning meals, preparing budgeting the hours in my day to make a donation. It is absolutely infuriating to be told by a phlebotomist after my lengthy ****************** & after my arrival to the location that I cannot donate because of your failure to properly process lab results in a timely fashion when I am completely ready, healthy, able to do so. Your notification process must be improved, & I do not want to be turned away again in this manner. Thank You, *************************

  Business response

  05/16/2024

  We have reached out to ***************** to resolve the issue and frustration. **** will be in tomorrow 17May24 at 830am to drop off a new sample. In order to make up some time and money he will be compensated for his sample as well as issued a month of express passes to make up lost time. We value our donors commitment to donating life saving plasma and will ensure the process is smooth for **** tomorrow 17May24.

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Octa pharma knowingly administered anticoagulant even after I told them I was allergic. I told staff about the reactions which includes itchy lips and chest pain. They did it seven times before deferring me from their centers. The employees and management failed to document the contacts that I had with staff.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They gave me a card and explained to me that NO fees will be taken out... instead fees are being taken and not a single statement from octapharma..no paperwork or anything showing these fees being taken out

  Business response

  05/07/2024

  Good Afternoon,

  When a payment card is issued to a donor, it comes in an envelope attached to a document which details the fees associated with the card through our third party vendor. The donor is advised to review the insert prior to using the payment card. 

  Please let me know if you have any further questions.

   

  Thanks,

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

  Center Director

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fraud. Unprofessional. General ignorance and lack of knowledge about needed information. No supervisor or manager number to address said issues. Ive been spun in circles about my money that was stolen and the card i would receive. An ATM withdrawal was made from my cards all the way in ********* ******** for 83$. Not only do i reside nowhere near there, nobody seems to know how this couldve happened even though i had the card present with me AND i havent disclosed my card info to ANYONE. And while the customer service line acted confused and unable to help, I magically received an additional $25 the next day as if it were a bandaid for the $83 that was stolen because i never asked for it. I was lied to and told that i would have to wait for a new card from northlane. However, upon returning to the donation center to confirm that notion, i was provided a new card. In addition, the magical $25 i had on the digital card provided by customer service is now gone because there was no way for me to transfer the money to the card that the donation center gave me. This entire situation was handled unprofessionally and was intended to lead me into giving up. Well i WONT, and i WILL be getting my lawyer involved.

  Business response

  03/20/2024

  Center Management attempted to contact the Donor via telephone without success. A message was left requesting a return call so that we can work with the Donor in trying to resolve the issue with his debit card. Until he contacts us or comes into the donation center, unfortunately there is nothing we can do to help him.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to donate plasma at octapharma plasma in ********* and my vitals were good and everything and I was turned away because I smelled like weed.

  Business response

  03/18/2024

  On 13Mar24, Center Director *************************** attempted to contact the donor regarding their complaint. The donor did not answer, so ***** left a voicemail for **************** to contact the center to discuss their complaint. The management team did not hear from ****************, so ***** made another phone call attempt on 15Mar24. **************** did not answer, and his voicemail box was full. Therefore, ***** could not leave an additional message. On 18Mar24, Regional Director *********************** emailed **************** as an alternative method of reaching him. The management team will wait for **************** to respond so they can inform him of the company's policy regarding donation eligibility, deferrals, and payments. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been donating at Octapharma on Winchester for about a month. I donated again on Thursday 25th at around 11:00 a.m. and was suppose to be paid $65. It has still not been put on my card. I called Thursday, Friday, and today, I keep getting told there was a system breakdown but my payment should show up. It hasn't, and I am around 230 and 6'1 so my donation takes a full hour; I do not have an issue with that, and actually I like Octapharma. The people are great, but not being paid for what will be five days on Monday is not acceptable.

  Business response

  02/06/2024

  Center Management contacted the Donor to apologize in response to his complaint about not being paid for his donation in a timely manner. Unfortunately in the month of January, we have already had several instances with our debit card vendor where their system went down. This affected many of our donors, and we worked with the vendor diligently to help get everything back online again. Once it was back online, we had to backtrack to reprocess all the donor payments that were either hung up in the breakdown or cancelled. Most of these payments were able to be funded to donor cards within 1-2 days, but again unfortunately, there were a few that fell through the cracks. The Donor was one of these that fell through, but we were finally able to get his card funded and we even added an extra $10 for his inconvenience. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  01/04/2024 ********** location I went to donate plasma. Once I was screened and seated, a technician came over to stick my arm, she was very rough and had expressed to her that it was painful. Another technician approached the situation very rudely and stated its not all the way in and attempted to dig the needle down into my arm and asked her not too because it was already hurting. I reached towards my arm to cover up the area where the needle was to prevent her from digging in my arm. She yelled loudly DONT TOUCH ME DONT TOUCH ME I never touched or tried to touch her. She was talking to me as if I was a child or no human. I am in my late 50s. So the first technician asked her if she could remove the needle and the lady walked away. The needle that I had already complained of hurting my arm, was left in while the rude tech walked around checking paperwork and other people who were donating. So the needle was left in my arm and she then told me that o was only getting a $5 payment and to come back tomorrow. That was wrong and things couldve went very wrong medically. The lack of compassion and respect for people is a great issue at this facility. The technicians talk to the patrons as if they are beneath them because they are donating plasma. Not to mention most of the technicians are not even certified to be doing this type of work. I wanted her name and it was not given to me, the manager took over 20 minutes to come out to talk about the incident. The manager told my daughter that no one could view the tapes. The manager gave off an attitude as if she didnt care and nothing will be done. Very rude and nasty facility. They need to be investigated for discrimination.

  Business response

  01/17/2024

  ***** was previously counseled by ***************** on the permanent deferral and the actions that took place in the donation center. Center retained a copy of camera footage from the incident on 04JAN24. ***** is not *********** any further compensation, and has been informed she will not be eligible for continued donations.

*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. ↩