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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that PPD meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for PPD include:
- Length of time business has been operating
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Jerry Williams, Executive Director, HR
Laboratories - Research & Development Health & Medical - General Foundations - Education, Philanthropy, Research
Alternate Business NamesPPD Development PPD Development, LLC
7551 Metro Center Dr Ste 300
Austin, TX 78744 (512) 685-5820 Directions
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Additional Phone Numbers
- (512) 462-0492(Phone)
- (512) 685-5820(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: On November 24 2014 I was scheduled an appointment for a screening in PPD ****** clinic as a volunteer for testing a new drug for the treatment of gout. The scheduled was at 3:00 P.M. we where 13 candidates, ******* ****** read all the documents that we require to sign such as " Informed Consent document", "Subject Rules & Regulations", "consent fro optional Genetic Testing" among other documents, after that we where transfer to the screening facilities in order to get "blood samples", ECG testing, and weight, height, pressure and other general data collected, after done all that we had to wait for the documents reviewed by ******* in order that everything was OK. ******* told us that we will require to return on Thursday for a Physical exam. Today I received a call from ******* ****** informing me that I was unable to participate in the study because there was no more spaces available for me. He told me that participation was not guaranteed. There is not such information on-line and the several calls by phone made me aware of this situation. I find this situation completely unacceptable because I had to travel from ******* to ******, fasting from 7:00 A.M. to 7:00 P.M. without offering us nothing, not even water! go back to *******, and now they are telling me that there is no more spaces available!. If I had known that there where the risk of not having a place after doing the screening (and pass it) I wouldn't schedule the screening testing procedure.
Desired Settlement: I want PPD to do the following as a desired settlement: 1- Extend me a letter with apologizing for the inconvenient and the unfairly treatment. 2- Have myself a priority in the next test available similar to the one I was unfairly rejected, after all PPD has already all my information and test results. 3- From now on to aware the future candidates that the "spaces" in the studies are not guaranteed even if they got scheduled and passed the screening tests. 4- To have some refreshments and snacks after the tests are done as a courtesy to the candidates. 5- To get a monetary compensation to myself for the inconvenience and the travel I had to make to PPD facilities in ******, **.
Dear Ms. ****,
Read Complaint Details
Complaint: I went to PPD for the very first time in 2008 to participate in a research study. After completing the blood test the doctor called me in and said that I can not participate in any study because it was determined that I had HEP-C. She said that if I went to my primary physician and got tested and brought back the completed paperwork showing all of the Lab testing from the doctor that I could retest. I then went to Dr *** at the ***** * ***** ****** ****** & got Lab work done and it was determined that all of my blood work was negative and I could do any research that was offered to me(if I wanted to) so I took that paperwork back to PPD just to prove to them that I was clean & had no type of disease or infections(prior or other wise) So the Receptionist took my paperwork and gave it to the Doctor & said that they would call me. Needless to say I never recieved a call and I never tried to do another study, because the only thing that kept running through my mind is that they had messed up & got my Lab work mixed up with someone else's. So here it is 2014 & I finally decided that I wanted to try to do a study so I called PPD & I spoke with a representative that pulled up my records, saw where I tried in 2008 to do a study but couldn't ( I explained what happened in 2008) so she said she was going to transfer me to someone "NICE" that could help me. Once on the phone with the supposedly "NICE" lady she told me about 2008 & I explained everything about me getting my Doctors report & taking it back to PPD etc... AND that's when she informed me that I had tried to do a study in April of 2011 & that the Doctor had banned me permentantly from participating. I tried to explain to her that my husband had just passed in Feb. of 2011 & plus I had a 9month old daughter so there was no way that I could have or would have tried to do a study then, I even told her that I could prove it. And all the "NICE" lady kept saying is "I AM SORRY" So I ask her if there was anything that I could do or anyone that I could talk to to clear my name & she said" NO" I said ok thank you & we disconnected the phone.
Desired Settlement: I want not only an apology from PPD but I want them to right the wrong and the embarrassment that they have caused me with saying that I have ********* (take another blood test & or except the information regarding my blood work from ***** * ***** ******** and admit that they made a mistake about me coming in April of 2011 during the most devastating time of my life(the loss of my husband) & the father of my daughter. And please treat me like human beings & not just a study subject wasting their valuable time( or like I owe them something or they are doing me a favor) I REALLY WANT THIS VERY BAD SCREW UP RECTIFIED!!
From: *** New [mailto:********.***@ppdi.com]
Dear Ms. ********,
Thank you for making PPD aware of the feedback provided by the customer referenced to the assigned ID number. I appreciate your time when we spoke earlier to confirm receipt of this letter. After we spoke, the customer actually called me Wednesday 4/2/14 and conveyed the same information outlined in the letter which we covered in detail and seemingly at the end, to her satisfaction. There were a few medical-assessment questions presented. As with all of our customers who understandably present questions appropriate for a nurse or physician, they are encouraged to have a dialogue directly with their healthcare provider. She understood and agreed that it would be best to consider that option. I said I completely understood, agreed and that was always a customer’s option to reach out to BBB. I stated I appreciated the opportunity to help address the concerns and answer any questions she had. We discussed the steps she would need to take if she decides she would like to have her eligibility status reviewed by the PPD study doctor. She understood that the review itself would not result in an automatic approval from PPD’s doctor to reapply for studies. I assured her that no matter the outcome of a visit(s) to our facility, all staff are expected to treat all customers with the utmost respect and professionalism. If questions arise that are beyond their scope, staff is to take appropriate next steps by conducting internal research first or refer to appropriate department leader for a timely and informative response.
PPD very much values potential study participants’ time, interest and contributions to the programs that ultimately help make medicines available to patients and consumers. I am thankful she called and that we were able to work together toward a resolution. If there are any questions or further action would be helpful in any way, please contact me at the number listed below.
Thank you for making PPD aware of the customer’s additional concerns presented in the April 16, 2014 letter and the opportunity to respond. As mentioned in the April 9, 2014 response, there was a professional, productive dialogue explaining PPD’s and the complainant’s options in detail. PPD’s facts around this situation are not consistent with the customer’s account of our past and recent interactions.
PPD’s focus is always on safety for all Phase I study volunteers. Should the PPD doctors identify study results or receive new information about a study volunteer’s health that warrant notification to the volunteer, it is always communicated in a timely manner and deemed of the utmost importance. If a volunteer submits new health information, there is a dedicated department to facilitate that review by a study doctor. The outcome of the review is communicated to the volunteer as well. If results are not within the PPD Phase I study protocol criteria, PPD will always choose safety. I appreciate the customer’s interest in clinical research and the opportunity to respond to the feedback.