Complaints

• Initial Complaint

  06/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the center to donate for the second time and I got paid $100 later I found out that octapharma cancelled my payment and I have yet to receive that payment even though I have donated

  Business response

  07/05/2023

  Center Management sent in an IT ticket, so that the Donor's complaint of his compensation being reversed could be proven true. Somehow the payment had been reversed, so the Donor was compensated for his donation earlier this week. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I donated on 6/20/23 and was finished between 10:30-11:00am. It's now been well over 24 hrs which is how long they told me it could take for funds to be loaded onto my comdata payment solutions card and still have not been compensated. I tried to call later that day and no one would answer the phone so I had to take the city bus all the way back just for them to tell me there was an issue with comdata. I am not the only person that has experienced this issue. I don't think they should let someone donate if they cannot compensate people. Or at the very least they should have told me their system was having issues before I donated.

  Business response

  06/30/2023

  Octapharma Plasma does not have control over ComData, as this is handled by the bank. Comdata was having intermittent issues with payments on June 21st. Staff at the center tried to inform all donors of this but unfortunately, they may have missed some donors. The Donor actually donated on June 21st when the ComData outage had started, and she was compensated on June 22nd. Donor has been in to donate twice since the outage. 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Myself and my girlfriend both donated plasma at the ********** location site 181 on Wednesday June 21 around 7pm it is now 11:18pm and we still havent gotten our payment. I spoke with the manager ****** and she really didnt act as if she cared much just kinda brushing it off because in her words theres nothing she can do. I also heard one of the employees saying ppl been complaining about this issue since around 12 that afternoon. When I told the manager if they knew it was a issue they should have closed until it was solved or they should have had a sign up letting donors know and giving them the option to continue through or not, she told me that the screening techs were supposed to let the donors know. I spoke to several screening techs and they said they were never instructed to do so, they also mentioned that they urged her to put up a sign or something so that there would be no backlash from angry donors returning about there payment. This is not the first time Ive had issues with this site its very frustrating and unprofessional and when my plasma is taken I shouldnt have to wait 24hrs to receive my payment.

  Business response

  06/22/2023

  The situation with Comdata and Wirecard debit cards has been resolved. Our IT department became aware of an ongoing issue regarding all debit card payments on June 21st, and they actively and diligently worked with the vendor to fund all affected transactions. If the Donor still does not see their compensation from recent donation, please contact the center so that they can reprocess the payment. We appreciate your patience in this matter.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hate that this place never tells you a head of time when they are closing early or are closed period. I came in today just 1-2 minutes late not knowing that they closed at 5pm instead of 7pm. Well how was I supposed to know when you put a paper on your door the night before. So the security didnt allow me in because of 1 minute. But you allow crack heads on drugs and doing drugs in your restroom to donate instead of a hard working adult with kids. I left work early just to be turned away because of 1 or 2 minutes late thats outrageous. But then again youre saying that you are saving lives how if you wont allow sober people to donate. I need someone from your ***************** to call me regarding my issues.

  Business response

  06/20/2023

  Octapharma Plasma will be following up with the Donor about this issue. The date in question was Monday, June 19 which is a holiday called Juneteenth. We decided over a month ago to allow any of our donation centers that are open on Mondays to close at 5pm local time, so that employees could enjoy the holiday with their families and friends. The week before we added a note at the top of our homepage of our website, www.octapharmaplasma.com, stating that centers would be closing. We also sent out emails and texts to those donors that have subscribed to those lists and want to be informed of things such as this. And we also sent out push-notifications on our app, OctaApp. Other avenues also include a message on our phone system about the closing, so when donors called in to their local center, they would hear this. And we also posted notifications on all of our social media websites that include ********* Instagram, LinkedIn, and ******** We apologize if the Donor did not see ANY of these notifications, but we have done our best to inform our donors of events like this. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On my octoplasma card I am missing money u can look at my transaction history I just want my money refunded asap. Thank u

  Business response

  06/15/2023

  Once Octapharma Plasma gives a donor a new debit card, we have nothing else to do with it except to add funds to the card after donation. We have no ability to see transactions or to know what is going on with the card and how the donor is spending their money. We also have no leverage over if something is happening such as money missing. The donor will need to speak with a representative at the debit card company, because they can help sort out these things. They should be able to get the donor a transaction history and help figure out where the money is or has gone.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 8th.. came to donate plasma waited 2 hours just to get stuck to give plasma...others who came in aftere were stuck before me and no floor lead or Manger available to help.. horrible service please file my complaint

  Business response

  06/14/2023

  ***** filed same complaint with Octapharma Plasma's Donor ******************** on June 8th. The Center Director immediately addressed the Donor's concerns in center and made sure that her donation went smoothly for the remainder of her visit. The Center Director gave the Donor express passes to make up for the miscommunication with staff/donor. The Donor thanked the Center Director for the prompt follow up post meeting and for the smooth visit.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I don't want gift cards I just want **** to equal to 10$ to go into my card when redeemed I DON'T WANT GIFT CARDS. I am referring to the app but please fix this major issue I have with the company and I'm sure ***** people would agree with me

  Business response

  05/11/2023

  OctaRewards is a donor loyalty program that acknowledges and rewards our most frequent donors.  As an OctaRewards member, donors earn points to qualify for rewards including e-gift cards, express passes, blankets, and more. Its our way of saying "thank you" for your donations and making a difference in the lives of others. This rewards program is a bonus for donors, on top of the compensation they are already receiving for their donations. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date: 04/18/2023 Time: 11:09am - 1:43pm Employee name: ********************* ************** CLAVE MISINFORMED ME BY SAYING THAT I AM GETTING A COMPENSATION $75 AFTER PLASMA DONATION AS A NEW PATIENT DONOR AFTER MY DONATION NURSES IS TELLING ME THAT I AM JUST TO GET A COMPENSATION OF $30, SUPERVISOR AND MANAGER COULDNT HELP ME, I CRIED BECAUSE I COULDNT RELEASE MY ANGER WITH THEM, I AM TOO WEAK AFTER TAKING OUT PLASMA ON MY BODY, IT SHOULD BE ALL ************** CLAVE'S FAULT AND I SHOULD BE COMPENSATED FULLY $75 BY HIS FAULT AND THEY DID NOT CARE ABOUT IT

  Business response

  04/26/2023

  Center Management contacted the Donor by phone, and the Donor stated that he had not filed a complaint and told the Assistant Manager to not contact him again or he would get a lawyer. The Donor was a new donor 07Feb23 and received $100 but then didn't return again until 18April23, which disqualified him from the remainder of his new donor fees. On 13Mar23 the Donor was compensated fully for a zero volume unit. All funding is correct, and there are no issues on our side.

  Customer response

  04/27/2023

   
  I am rejecting this response because:

  Its true that i have received $100 on February 7, ***************************************************************************************** 3 times on my arms/vein 2 pokes on my left arm and 1 poked on the right arm but not and came back after 2 or 3 weeks for 2nd donation and their old Blood Pressure Machine is acting weird that its giving a false result to the pt. So that i cant donate, and after that i just to make sure i went to my physical doctor to make sure i am well, results from my doctor came back very well normal ** and all i can prove this i went to my Doctor, and its true that i told them not to call me because THE ASSISTANT SUPERVISOR FROM THE OCTAPHARMA *************** CALLED ME 2X which is i am not waiting for their call i am waiting for their CORPORATES CALL but no chance of getting a reply from them, THIS IS THE ISSUE HERE HOPE YOU SEE THIS VERY WELL OCTAPHARMA PLASMA *************** "YOUR FRONT NURSE NAME ********************* MISINFORMED ME I WILL GET $75 AFTER DONATION, ONCE AGAIN IF HE WOULD HAVE JUST TOLD ME THAT I JUST GOING TO GET $30 I WOULD HAVE BACKED OUT, I DONT CARE ANYMORE ABOUT GETTING COMPENSATED, I WOULD LIKE YOUR OFFICE TO TRAIN MORE ********************* ABOUT GIVING INFORMATION TO THE PATIENTS, STOP GIVING FALSE HOPE TO THE PATIENTS GETTING A HIGH COMPENSATION AND AFTER  PLASMA DONATION THEY WILL JUST GET A LITTLE COMPENSATION THATS WRONG, EXPLAIN EVERYTHING TO THE PATIENTS NOT BECAUSE YOU HAVE SO MUCH DONORS YOUR FRONT NURSE ********************* WILL DO EVERYTHING FAST AND QUICK

  
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I referred my husband to go in and he first donated on 3/28/2023. This is at the Westland location. His experience was horrible and the staff were rude but he continued to go due to the referral/new donor bonus. Everytime he goes there is always an issue and the lady who checked him in and "scanned' his referral code did not do it right so I have been fighting with them for nearly month to get my referral bonus. On several occasions we have called the coroporate number to file complaints about the service and chaos that this location has, 2 seperate times we waited over 30min from being finished to get unhooked, and while my husband was there today there was a lady trying to notify a worker that her vein was starting to bubble as the needle was inserted incorrectly. This most recent occasion my husband and 2 others called to report the unprofessionalism and how unsafe it is. After calling "manager" over and over the manager finally came out and basically said "Idk what you want from me, I had 2 staff members walk ok, we cannot find staff- there is just not enough people." If this is the case, being that you are a health service this location should be temporairly closed or have help sent in by corporate to figure out why they cannot keep employees and why the morale is so poor at this location. One of these times someones health and possibly life will be forever ruined if it is not run with a well trained, full staff. What I want resolved: Corporate to get involved in fixing opertions at that facility; and also I WOULD LIKE MY ***** REFERAL MONEY THAT HAS BEEN SITTING AS AN IT/2 ESCALATION TICKETS for 3 weeks now. Unaccepatable all around. As a health care/plasma donation facility they must be breaking OSHA and ******** based healthcare safety laws, this facility needs help before someone loses a life due to negligence.

  Business response

  04/25/2023

  Center Managemente previously informed the Donor that the referral code was not entered, and therefore we cannot tie her and the person referred together. The Donor is upset, but we cannot pay her the referral payment due to the missing QR code entry.

  Customer response

  04/25/2023

   
  I am rejecting this response because: It is their own employees fault that the qr code did not get entered correctly. 
  
  

  Business response

  05/03/2023

  As stated before, unfortunately the referral ** code was not entered. We do not know if it was the employee's fault that it was not entered, or if the code was not given to us at the beginning of the visit that is required in order to be validated. If we were to pay the Donor because they are upset that this happened, we would have to pay every single Donor that complained about the ** code not being entered. And we cannot do that. If the Donor would like to refer another new Donor to us, she can let us know the name of the new Donor and when they are coming in to donate for the first time, and we can make certain with our center staff that the ** code gets entered at the very beginning of the new Donor's first visit so this Donor can be paid the referral fee. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ON or about january 7th I went into this center to donate plasma under the impression that I would be compensated for my time... I went through the first line and had my vitals check where I was told I needed to wait for a nurse because I am being considered as a new donor due to lapse of time in donating.. I then went throught the physical where the nurse gave me a new debit card and assured that I was being considered as a new donor and that I would be receiving $100.00 for the next 8 donations.. after signing a consent she sent me to the donor floor where I successfully donated **** millaliters of plasma streaming from my body.. once it was time to pay me they only paid me $45.00 and I told them what was told to me, all they did was apologize and told me that they could not pay me what they agreed to pay me. From my understanding we sign a consent and contract to be compensated- octapharma plasma did not pay as agreed and the managers ******** and the other lady refused to pay me as agreed when i sat in ***************** ever since then staff has been very rude to me- it seems like ******** bad mouthed me to the other staff and it seems like a trickle down effect... The staff is not professional at all in particular ****** and *** told me that it would take 24 hours to pay me for a donation but they could not provide anytihng in writing to assure me that i would be getting paid. I honored my end of this deal- by donatoing the 8 times successfully and I should be compensated the entire $900.00.. If i decided to *** I have very valid claims for Negligence and Breach of contract

  Business response

  04/19/2023

  ***************** attempted to contact the Donor multiple times this past week to resolve this issue and left 2 voicemails for the Donor to call the center back. The Donor has not returned any calls to the center. Since ***************** has been unable to reach the Donor by phone, they applied a management deferral to the Donor's account that will inform staff when the Donor is in the center to speak with a member of ***************** before his next donation. We hope to speak with the Donor soon, so that we can resolve this situation. 

  Customer response

  04/19/2023

   
  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. 
  

*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. ↩