Complaints

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  January 4,2024.I donated yesterday and still haven't received payment. Was told there is no time window on when I'd be paid, after I donated. This isn't the first time this has happened. And the problem is sometimes I and others donate to eat(money).So a day has passed after I donated, which already weakens you and I'm unable to purchase a meal. There is no number you can call to give a complaint and a supervisor is never available. They just take your plasma and it's always there's nothing we can do about it. They've had a sign up in the waiting area, bribing donors with a candy bar for a good review. I would like to be compensated for the inconvenience and I've been put at a medical risk. Had I been informed about the issue before I donated, I wouldn't have. Thank you

  Business response

  01/11/2024

  Unfortunately on the day that ***************** came in to donate, our contracted debit card vendor was having an outage. We were actually entering the payments in our system, but the payments were not being deposited into our donors' debit cards. Once the outage was resolved, we did our best at backtracking and reprocessing the payments to our donors that were not paid. ***************** came in to donate on January 4, and his card was funded with his compensation on January 5. We have always requested that donors wait 24 hours after their donation to call the center to check on payment if they have not received it. Although we normally are able to process the plasma units and pay donors in 1-2 hours or less from their donation time, it is not always possible and there is no written guarantee that a donor will be paid immediately after donation. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Octapharma plasma multiple times and the first I did everything a new donor is required to do. I'm not familiar with the questionnaire and have only been to CSL plasma. I answered the questions but did not answer them specifically enough. Call me at ********** to resolve issue it's hard to explain in detail what happened through text

  Business response

  01/17/2024

  ***** attempted to donate in the ******************** center and failed his physical exam. He was invited to return the next day but chose to go to the ******** ****** center in an attempt to bypass the failed physical in *********. Once the ******** Center Director realized he had failed his visit in *********, the Donor was told he could return the next day but he was unable to donate that day. Donor became extremely agitated and threatened litigation and complaint with state. 
  
  Both centers complied with all related SOPs related to new donor exam and deferral. 
  
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Donated plasma at octapharma plasma on July 3 and have yet to be paid more that 24 hours later, contract states I would be paid immediately after donating

  Business response

  01/11/2024

  On the date of ********************* donation (1/3/2024), unfortunately our contracted debit card vendor had an outage. Payments were being processed to donor cards, but the payments were not actually going into the debit card accounts. Once the outage was over, we did our best backtracking to see which donors' payments had not gone through and then compensated the donors at that time. ***************** was compensated the next day (1/4/2024) for his donation. We have ALWAYS requested that donors wait 24 hours after donation if they have not received their funds before contacting the center. We make every attempt to pay donors within 1-2 hours or less after completion of donation, but there is nothing in writing that guarantees immediate payment. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  PHOBOTOMIS ATTITUDES & TIMELY SCREENING & REVIEW PROCESS FOR DONATION PROCEDURES.

  Business response

  12/22/2023

  We spoke with **************** on his visit to the center today 12/22/23. He had concerns with the speed of the donation process and the customer service he received during his last donation.  We explained the entire donation process and that we would address the customer service that he received from the staff.  **************** also understand that if he has any additional concerns that a member of management is always on staff, and he would advise of on the day of his donation.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In late August of this year I attempted to donate plasma at the Octapharma location on ********************* in *******.After three failed attempts to ****** a vein, a nervous silence suddenly overcame the donation area. I could see TWO bedbugs on my slacks. While I'd never had a problem with bedbugs prior to visiting ************************************ Octapharma location, I had noticed a couple of them in my bed during the week prior to my last attempt to donate. I am not suggesting that I contracted bedbugs from Octapharma. I am however extremely disappointed at how I was treated by the staff, whose behavior made me feel like a leper. One nurse publicly scorned me, asking "why didn't [you] report your condition' to one of the intake nurses?" Oblivious that I was even carrying bed bugs on my clothing, I was taken aback by her suggestion. Being that nowhere on the electronic intake questionnaire does a question about bedbugs appear, I found her assertion perplexing. Assuming that the burden of "guilt" was MINE, she asked if I might consider making a claim for bedbug extermination against my homeowner's policy. She's obviously ignorant to the fact that homeowner's policies do not cover infestation (her assumption that I was dealing with an infestation was equally offensive).Several days later I received a call from a member of Octapharma's staff. Her purpose in calling was twofold: she apologized for my awkward experience and then told me I was welcome to return to Octapharma as a donor once I'd taken appropriate measures to resolve MY begbug issue (although no specific procedure was suggested). I couldn't help but be highly suspicious and skeptical of whether any of this was even legal, legitimate or a matter of Octapharma's policy.Nonetheless, in the interest of eradicating the source of the bedbugs I'd noticed the previous week, I discarded my mattress and purchased a new one at Ikea. Unaware that my resuming plasma donation would require proof of having "resolved the problem," my following visit to Octapharma --rather than providing me the opportunity to donate again-- involved an intervention by one of the managers, an African-American man in his thirties or forties. Rather than allow me to donate, as the woman who had called me previously indicated, I was told that I would need to furnish proof of having resolved MY bedbug issue. I indicated that I'd gone to the trouble of destroying and replacing the mattress with a new one I'd bought at Ikea. He told me that a receipt of the mattress purchase would suffice as "proof" of my having taken the measures I was claiming. I have serious doubts that this supervisor's request that I produce proof of my claim either meets legal standards or is a matter of sanctioned Octapharma protocol. I believe, in fact, thar he was inventing policy on the spot, misusing his authority because he had failed to do his due diligence and consult the relevant administrative authorities. I would suggest that he was improvising ---simply making up a non-existent policy because he believed he could or should.I will not likely return to Octapharma. I was treated with contemptuous disregard for my basic dignity upon the initial visit; and then, as if to add insult to injury, I was made an object of ridicule by the unreasonable request that I produce "proof" of having remedied a condition (one that, by the way, is not even mentioned in any of Octapharma's official literature).

  Business response

  12/12/2023

  Center Management attempted several times to contact ************ with no success and no return phone calls, and we have since lifted the deferral on the Donor. The Donor is more than welcome to come back in to donate, if he would like. We take our donors and employees safety seriously and is a number one priority with Octapharma Plasma. There was no intention to belittle the donor but only to counsel him on the situation. We do have to follow protocol and *** procedures when an instance such as bed bugs shows ** in one of our centers. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (First Ave)I came in around 9:30 patiently waited in line. I got my vitals done by a new guy who was awesome & then went to the back & waited to be called. Once I was called I went to my seat & asked for ****** was unsure of his name & was curious on where he was because he is the one who saves me from being poked multiple *********** the only one who can find my veins. I said the main guy because they claimed they didnt know who I was talking about. Once I said main guy the woman whom was about to poke my arm got offended & got upset & told the lady she was attending she can wait referring to me. I patiently waited & the person I was next to said maybe you shouldnt have asked for him I said yeah I didnt think it would be a problem but the way shes behaving isnt professional at all the lady who got offended then went into the side office telling the guy in there that she doesnt want to poke me that I can wait for *****. She then walked past me planning to ignore me and not help me & said looks like youll be waiting for ***** to get here which wont be til 11:35 while laughing & I said really? Because you got offended? Ive been sitting here since 9 PATIENTLY & RESPECTFULLY YOURE not going to tell me I have to wait til 11:30 all because of this I DID NOTHING WRONG ! I got forced out and threatened w police all because I asked for ***** & told her Im not waiting til 11:30! It was 10:15 when I got seated & 10:38 when she said all this. & I didnt get the ladys name who did all this to me but I can assure you its ALL ON CAMERA I got my finger poked & spent a good hour and some waiting to donate all to be turned away because she got OFFENDED I called ***** the main guy Its RIDICULOUS THAT WE CANT EVEN ASK A QUESTION NOR CONTINUE MY DONATION DUE TO HER FEELINGS When she told me to wait I told her If her emotions control her job like that then SHE needs to leave! Instead they threatened me w police and made me leave. Ive never in my life!!!

  Business response

  11/22/2023

  The issue is the yelling and screaming and causing a scene in the center is the reason she is not welcomed back at the center for donation. Making the other donors in the center feel uncomfortable.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today I walked into the octaplasma center in *************, ** for the very FIRST time. Nobody was at the first desk to greet me and my boyfriend nor did anyone explain and rules or policy that the center has. My boyfriend was returning for the second time and still had no help logging in. In the process of that one of the employees proceeds to tell me if Im not giving blood you cant stay inside. Ok thats fine but she didnt ask if I wanted to sign up or explain the process of giving plasma or anything just completely rude and unprofessional. Im very upset and feel disrespected and disgusted at this place. Ill will make it my lifes mission to tell everyone I know to NEVER come to this place.

  Business response

  11/21/2023

  ***** center management attempted to reach out to this potential new donor. Voicemail was not able to be left. An email was sent to *****************, but a response was never received. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I had a terrible experience at the octaphrama center in ************** *****. The staff there is completely unprofessional whether its speaking to a customer or amongst themselves using vulgar language and inappropriate topics. Everyone was taking their sweet time and werent being considerate to anyone waiting. the technician that stuck me didnt have proper technique there is no reason everytime I come a different person is sticking me more than once due to not being able to access a clear and visible vein. Ive had air embolism here along with my Rbcs not being able to returned back to me on different occasions and its only this center that bad experiences happen. Along with applying the wrapping and gauze so tight it caused me to bruise in both arms. I will never be coming back to that facility.

  Business response

  10/17/2023

  On 10OCT23 ***************** reached out to the Donor, however the Donor did not answer. A voicemail was left for the Donor to call back at his convenience to discuss. Although we have not had the opportunity to speak with the Donor about his experience, a temporary management hold was placed on the Donor to be counseled on a future donation. The Donor continues to donate with us, as late as 15OCT23.  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday, August 25th, 2023 I am very very upset because I went to Octapharma Plasma at ******************************************************************************************* and I donated 823 mls and I was told when I was screened and when the girl unhooked me that my weight was 175 pounds and I only got paid $50!! I immediately went to ask for the supervisor ****** who I had spoken before about bad treatment from a worker towards donors. The girl in questioned refused me to donate one day because I had a small bruise in one arm and I told her they could use the other one. She said no that I couldnt donate and I had to leave. I have seen her abuse other donors and threatening them that she can unhook them and she would has them to leave. I reported this to ****** the day she refused me to donate. I told him that she has this high grandiosity complex of power she has over donors and thats not right or ethical. This is for the greater good to find cures for illnesses for people and we should not be treated this way. ****** examined me and agreed that I could donate that day and that he would even do himself! I had written a bad review in their website and I know that he probably talked to her. Her demeanor is better but always talks loud so I can hear what she is talking to her coworkers and donors. She told her coworker who was hooking me up well, i apparently dont know my job! She has joked with donors in ear shot of me saying yeah, I am a nice person but not everybody sees that! Etc..I just remain distant and silent and to myself! I have notice that Im sometimes skipped as the next person to be connected but I remain patient. Last week Monday or the previous week when I was being screened there was a note in the computer that a supervisor had to talk to me first before I donate. The lady took me to the office and she said we have cameras and we have caught you takings pictures. I agreed and I gave her the explanation that today proved to be the reason I took those pics! No room for more ex

  Business response

  09/11/2023

  Center management reached out to the Donor to discuss the issues mentioned in this complaint. Resolution was determined, and the Donor continues to donate with us.

  Customer response

  09/11/2023

   
  I am rejecting this response because:
  This ***************** reached out to the Donor to discuss the issues mentioned in this complaint. Resolution was determined, is NOT TRUE!! They have never reached out to me to discuss at all! I still am donating but I am unhappy that on that day (8/25)  I later found out it was not 823 mls that they took but 923 mls! A girl let me write down all my info like weight and donated amounts! It was ridiculous that the so called manager ***** would not do anything about it because she said I didnt make the weight by 20 ounces but it took some time for her to look it up! She said my weight was ***** pounds so I missed the 175 cut and still they took the highest amount of plasma of ********************************************************* hiding how much we donate each time! I strongly believe they should be very transparent about this and should be included in the app we use. It doesnt have any personal info like are weight or how much we donate and I believe that is NOT a good idea for donors who are not aware of cheating tactics. I want to have full access every time I donate of my weight and how much plasma I donate. I DO NOT want them to take out the maximum but the minimum amount for my weight. Im now upset that they said that they communicated with me in regards this issue because like I said, no one has approached me about this. 

  Business response

  09/26/2023

  Per ****************** the Donor was contacted and explained the pay process. The Donor was not an overdraw.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I AM A CURRENT DONOR AT OCTAPHARMA PLASMA ************* CENTER. ON 08/01/20203 I WALKED IN WITH THREE REFERRALS TO BECOME NEW ****** DONORS. ALL THREE DONORS HAD MY DR **** SCANNED AND BECAME NEW DONORS. 24 ***** AFTER THEIR DONATION I WAS SUPPOSED TO RECEIVE $25 AND ANOTHER $25 AFTER THEY SECOND DONATION. I DIDNT RECEIVE ANYTHING FOR MY REFERRALS . ALL THREE DONORS HAVE SUCCESSFULLY DONATED VARIOUS TIMES AND ITS BEEN 2 WEEKS SINCE I REFERRED THEM AND NOT A SINGLE ***** HAS BEEN AWARDED TO MY ACCOUNT. SINCE THE AUGUST 2nd , IVE *** CALLING AND TAKING TO BOTH THE ************* CENTER AND ITS MAIN CORPORATE OFFICE AND ALL IVE BEEN GETTING IS CONFIRMATION THAT ALL THREE REFERRALS SCANNED MY W W R **** AND SUCCESSFULLY DONATED BUT THEY DONT KNOW WHY I HAVENT GOTTEN PAID. I JUST KEEP GETTING EXCUSES AND THEY KEEP GIVING ME THE RUN AROUND SAYING EMAILS HAVE BEEN SENT THEYLL GET BACK TO ME. YET NOBODY HAS CONTACTED WHATSOEVER. ITS VERY FRUSTRATING, AND AMAZINGLY RIDICULOUS HIRE UNPROFESSIONAL OCTAPHARMA PLASMA AND ITS WHOLE STAFF ARE. I WENT IT OFF MY WAS TO GATHER AND TAKE THOSE REFERRALS EXPECTING FOR THEN TO COME THROUGH AND REWARD ME AS THEY ADVERTISE AND THEY CANT EVEN TELL ME WHY THAT HAVENT H*** UP THEIR END OF THE DEAL. I WOULD LIKE FOR THEM TO GO AHEAD AND RECEIVE WHATS OWED TO ME AND MAYBE EVEN SOME COMPENSATION FOR THE ***** IVE WASTED EVERYDAY FOR TWO WEEKS CHASING THESE THEM AROUND TRYING TO GET THEM TO PAY ME MY MUCH NEEDED MONEY. ITS BEEN TALK WHOLE WEEKS AND NO ONE CAN GIVE ME A STRAIGHT FORWARD REASONABLE ANSWER AS TO WHY I HAVENT RECEIVED MY MONEY. ITS ABSURD AND REALLY WANT ANSWERS AND WHATS OWED TO ME IMMEDIATELY.

  Business response

  08/23/2023

  Center Management has spoken SEVERAL times with the Donor on this matter. We have procedures in place that we must follow, and sometimes it is not within the time frame that our Donors would like. We had to enter a ticket in with our IT department to investigate why the Donor had not received his bonus referral fees that he is owed. And the last step which seems to be what we are waiting on, a message was sent to the Regional Director of the donation center to approve the center to manually pay the donor the bonus referral fees. The Donor will be paid as soon as we receive word back from the Regional Director.

*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. ↩