ComplaintsforOctapharma Plasma

• 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.

• 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.

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