Complaints

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29th 2022 from 6:51am to 7:08am I was calling back to back to the Octapharma on *******************. The one time they did answer the woman had an attitude from the start. All I asked was if I could donate today and she asked for my birthday only(they cant look me up unless they have my name too) then said hold on and put me back on hold for another 5 mins. I hung up and called again and thats when she answered a second and final time and yelled into the phoneYOUR ELIGIBILE and then proceeded to put me back on hold. I then called several more times to speak with a manager but no answer.

  Business response

  08/04/2022

  ********* came into the center to talk to me. We discussed his experience calling the center. I informed him that I have had conversations with the reception staff in how they answer and address people on the phones and apologized for the bad customer service he received. ********* was understanding and expressed he was frustrated in the moment. ********* will be continuing to donate with us at our location.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to this plasma center to donate plasma it had been a while since I had been there they told me that I would be considered a new donor which put me at a higher pay scale I had to take a physical I was there for three and a half hours waiting to get my plasma taken and get paid. I was told that I would be receiving $100 payment for my plasma and even double checked to make sure and was still given the same answer yes I would be given $100 when I got done and went to get paid they told me that I was only receiving $30 and to call ** in the morning to talk to the management so that I can get the rest of my money when I called management the next morning I was told that whoever i talked to last night was wrong about the $100 and that I would only be receiving 30 had I known that I wouldn't have ever given up my plasma. So I then asked for them to take back the $30 which was given to me and to give me my plasma back they refused to do so.

  Business response

  07/21/2022

  Center Management spoke with Donor 07JUL22 and apologized for the misunderstanding as he was under the impression that he was a return/new donor. Donor was due for his annual physical and thought he was going to receive new donor pay for that. It was explained to Donor that he would have been an applicant donor on 31JUL22. Donor was still upset and used foul language towards staff. Center Management contacted Donor 15JUL22 in regards of feedback, and Donor stated he didnt want to talk to anyone at the center and hung up. Donor has been permanently deferred for language and behavior in the donation center.
  
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to donate and had no issues other than the process being long and having to stand on a line for half the time in pain because of my back. my issue came in with referrals. I referred 3 people my brother Tayvon my sister ******* and my brothers friend Corben. each of them used my code and I did not receive the 200$ for each donation. at first they told me that I should only receive 100$ the first donation they made and the other 100$ when they make the second donation. I checked the app to make sure and it said the same thing but I still did not receive the money from the first one. they then told me that they have to complete both donations for me to get the full 200$ from each. so I asked my brother if he could make the second donation, and he did. I still did not get the money. I called and complained multiple times the first couple of months and kept getting the run around. nobody would give me any real answers. I don't know exactly how long its been but I still have yet to received my 400$ or at the least my 200$ from my brothers donation.

  Business response

  07/08/2022

  Octapharma Plasma was not able to substantiate if the Donor referred all the donors that she she stated she did. Previously a ticket had been submitted to the IT team, and it was deemed fraudulent so thats why she never received the payment. 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive donated plasma twice and now that Im attempting to use the card its saying the card is blocked I cant login to unlock and I the customer service number on the card and app didnt even Work when I call theres no ring no voice no biting then it hangs up after 30 seconds

  Business response

  07/08/2022

  Center Management called and spoke with the Donor about this situation. The Donor stated that the vendor/bank of the debit card that we had issued to him helped him through his issue, and that everything was resolved. Donor has no other complaint with Octapharma Plasma.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 11, 2022, I was the first donor in the center. Screening went as usual. Vitals good. Finger ***** flow was excellent. Now for the veinipuncture. I have scar tissue from multiple donations. Palpating correctly would have revealed that to an "adequately" trained phlebotomy. After just being on the autopheresis machine for just two cycles, the machine went into "no flow" mode. I have learned that if you complain it can get you deferred, so I just went with it until it did not flow at all. Instead of trying to correct the problem, they fast forwarded me into a final return. If there were already a flow obstruction why would they not try and fix it instead of disconnecting me and sending on my way without compensation and telling me I can't come back for 56 days like a was the at fault party.

  Business response

  06/20/2022

  Donor experienced a greater than cell loss. The Phlebotomist attempted to resolve the "no flow", but was unsuccessful. Although not ideal, experiencing a cell loss is possible when donating. Donor was made aware of the risks when he read the New Donor Binder.He is unable to return for 56 days. There is no compensation during the cell loss period.

  Customer response

  06/21/2022

   
  Complaint: 17414048
  
  I am rejecting this response because: Phlebotomist error. There was not an adequate adjustment made. Instead, because it was a Weekend just disconnect and deferred? Not at all professional nor acceptable. But I guess we are just in that season of self-centered not client-centered behavior.  My God have mercy on us all

  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Octapharma has paid me $2650.00 for donating plasma. They put the funds on a Master Debit card. The card company is Comdata Payment Solutions. I tried to use this card several times to get my car repaired at my family auto repair shop ************** in ********* **. The card is declined and blocked every time. I called Comdata Paymebt Solutions customer service they tell me its declined and blocked for my protection. They tell me once we have identified you the block will be lifted. Comdata Payment Solutions customer service representative gather the needed information so I can be identified. They then tell me the block will be lifted in 1-2 hours. I wait 2 hours at the auto repair shop. I call Comdata to see if I can now use the card to pay what I owe for the auto repairs. I use the card its declined again. This cycle of decline, calling them, they telling me wait 2 hours and everything will be all good. This happens over and over again. Same complaint , same solution from them, same results. I talked to managers and even contacted Comdata Payment Solutions via BBB they repeat themselves over and over again. The block was there to protect you. The block is lifted you can now use your funds. Like a robot that dont care that you are a human being just trying to take care of basic domestic stuff like getting your car back due to a car repair. I contact Octapharma. I tell them that I cant get access to the money that I earned from donating plasma from their company. Octapharma says Its not our problem, we paid you and you need to contact Comdata Paymebt solutions . Comdata Paymebt Solutions has a permanent block to my funds and told me that they cant cut me a comcheck ( in the amount of my funds that I earned) to their cardholders. So the scam is this: Company A says we paid you so you need to contact ****************** B says we blocked access to your funds and that Company A says we cant give you a comcheck, you have to use the card.

  Business response

  06/08/2022

  Donor has been contacted and given directions on how to transfer the money to his bank account. The card company tells him he is able to use the card however transactions keep getting declined. 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i went to donate on a sat(5/07/22) for my 2nd donation which is needed to use the 1st donation. after i waited 2.5 hrs i left and returned sunday am(5/8/22) they go over everything with you numerous times and make you read everything. no mention of if you get stuck with a needle and they have issues the payment goes from $100.00 to $5.00.... they jabbed both my arms which i took pictures of a tech/mgr came and tried to get a stick WITHOUT her lab coat.... by the way, i only know she was supposed to have it on is because she complained about having to put it on and so she didn't. she did wear gloves. and i am getting excuses and ran around trying to get results from this company!

  Business response

  05/17/2022

  Assistant Manager spoke with the Donor, and she will be returning to center to donate. Donor was advised that we will make great effort to get processed as soon as we can. Assistant Manager also advised the Donor of the donation fee and that she will be able to return to the center the next day if she has a Zero volume, but she will need to hydrate well to prevent this from happening . Donor was pleased that her call was returned, and is looking forward to returning.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waited over 5 hours to donate. Once I got done with first donation everything was fine. Went back for second, over 4 hours. 3rd donation 3 hours. Went back for 4th and said protein levels were too low. Had blood test done and was told to check back in a week. Still low. Tested again. Still low. Waited a week. Still low. Keep in mind that Ive donated with another company over 100 times with no issues ever. Ive talked to several people that have had this same issue with this company. They literally allowed a girl to donate that was nodding out before and during her donation on drugs while I watched. I want copies of every lab that was done and all the notes that were made.

  Business response

  05/19/2022

  Management spoke with Donor and let her know we could not print results, but could go over the levels with her. Also let Donor know that wait times had decreased significantly. Donor said she will come back in for results and might try to give another sample. Also let Donor know we screen donors for appearance and potential drug use.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to donate plasma on 03/16/2022. I heard nothing back from the company and went to donate again on 03/29/2022. I was then told my blood testing came back reactive for an infection TWICE and I was deferred from donating and placed on the ***** Obviously, this scared me so I went to my doctor and got more blood testing done. My blood test came back completely normal and nothing was found in my blood. I was no reactive for everything. I didnt even have the antibodies. I am very upset that I now cannot donate plasma or blood again in my life over false positive results or a mix up. I have tried to contact the company but nobody seems to answer the phone and I am very upset at the lack of professionalism at this center.

  Business response

  05/12/2022

  Assistant Manager GDB explained to **************** the notification process after receiving a reactive test results according to Octapharma Plasma *** (OPI) and *** standards.  GDB also explained to **************** we have to stand by the results provided to us through the company.  The results **************** received from her doctor cannot be used as a determining factor for **************** having her deferral removed or being removed from the National Donor Deferral Registry (NDDR). GDB told her unfortunately, at this point OPI has to proceed with the results received and **************** will remain on the NDDR. 

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been donating blood platelets, plasma n whole blood with Gulf Coast ********************* since 2007 n in that time I've donated over 50 gallons of blood, but due to recent developments monetary compensation is required. I've sought out Octapharma plasma., but due to thier reluctance to accept my blood. I've been differed.

  Business response

  04/07/2022

  This donor was given a form for his PCP to fill out because we need more info regarding his health condition.  The donor returned the form to the donation center on 3/25/2022 and has just received our LPs approval. The donor's deferral is in the process of being lifted at this time, and he should be allowed to donate with us.

*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. ↩