ComplaintsforOctapharma Plasma

• 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.

• 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.

*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. ↩