ComplaintsforSynexus

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm not really 'complaining' per se, as I've not had major issues with the location, but it's difficult to find the right person to resolve this issue, so I was hoping this might edge it along. I'm part of the Synexus Orlando's Moderna vaccine trial, and I've run into a few issues. One, the debit card they paid us on last year was changed to a new one late last summer. they told me that I could pick up the new one by stopping by any time or waiting until my next visit. Unfortunately, I missed my scheduled visit, and didn't make it into the office until the booster shot was offered in November. I had thought they were crediting the new card for my surveys all of this time, but when the card was loaded, it was only loaded with credits starting that day, including for the visit and the surveys. I did not receive any credits for surveys taken between 7/30 and 11/15, even though I completed almost all of them. I should not forfeit these credits simply because I hadn't picked up my new card. This is about $200 worth of money. Secondly, the original debit card was deactivated in November. The call center told me that the study deactivated it, but I still had over $500 on the card. unfortunately, the address they have for me is out of date, and my mail forwarding expired, so while they said they could send me a new one, they can't update my address. they told me that only my study could do it. I asked one of the Synexus employees about this on my visit in January and they said they'd look into it for me, but I got no response back. I am unable to access this money until then. Lastly, at my last visit, I was told they forgot to pay me for a previous visit, so that I'd be paid for two visits at that session. after I left, I was only paid for one, so I'm missing another $100 there. Overall, I'm owed somewhere around $300. I've been playing phone tag with Synexus for weeks, but they are never htere when i call, and I'm busy when they do.

  Business response

  02/10/2022

  Hello Mr. *** ******,  We certainly appreciate your interest and participation in our clinical trials, and want to do everything to correct your card balance.  We believe we have corrections made and one of the managers at the Orlando site has attempted to reach you.  As our schedules don't seem to align, when you are able, please reach out to ***** at ************ during standard business hours, so that we can ensure the balance is correct and that you are able to use the funds on your card.  Thank you! 

• Initial Complaint

  09/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was at a Synexus facility in Kenwood, Ohio for a trial study. As I was going through the process and got towards he end they needed my e-mail so they could contact me on my phone in which I do not have one ( at least one that does not have data) and that is when they told me I have to have one to continue which was not told in the beginning. Upon leaving I was told I would be paid for my time that morning and was given a payment card. I was told to wait at least 48 hours before using it I waited 4 days. There was no money on the card so since that time I have called the office, left several messages and also called another office in which that office manager says they were going to email the Kenwood office. I have been ignored for almost 2 weeks with no contact from the Kenwood office of any kind. They said they were going to pay me for my time and I would like to get my payment I was promised

*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. ↩