Complaints

This profile includes complaints for Octapharma Plasma's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Octapharma Plasma has 6 locations, listed below.

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  Octapharma Plasma

  10644 Westlake Dr Charlotte, NC 28273-3930

• 

  Octapharma Plasma

  3120 Milton Rd Charlotte, NC 28215-5575

• 

  Octapharma Plasma

  5943 South Blvd Charlotte, NC 28217-4123

• 

  Octapharma Plasma

  510 E Francis Ave Spokane, WA 99208

• 

  Octapharma Plasma

  601 Frederick Blvd Portsmouth, VA 23707

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to octapharma plasma in **************** today, Monday November 19 2024 and was treated very badly by the staff. There was a lady by the name of ******** that was rude from the moment we walked in and yelled at my girlfriend for sitting while filling out a questionnaire, then, while taking vitals she was extremely rude to her and started an argument with her to make her blood pressure go up so that she was unable to donate. At that time she asked for a different person and the manager came out who was a brown haired lady with glasses and a funny eye that kept saying over and over shes just following procedure and I said no its not that, shes just being rude, its not about any procedures its her attitude at which point the guy who had had ******** before me also spoke up and told the manager that she had been rude to him too and told him he looked dirty and made another nasty comment about his appearance. Again the manager said shes just following procedure followed by both of you are too sensitive then when I got called to give blood the manager said something to one of the other employees about to do my plasma withdrawal and then I was skipped and 5 people who sat down after me were hooked up first and when I finally asked someone came over named ******* and when he stuck the needle in he stretched my skin before he stuck it in so that when when it went it it would stay stretched and hurt more, it was the worst pain Ive ever had from a needle. Ive donated plasma about 20 times before and it was the most excruciating pain Ive ever had 50x worse than the most painful stick prior to today, I believe it was in retaliation for my complaint about the other employee. Its terrible that healthcare workers would be so rude and vengeful when all I wanted to do was donate plasma to help somebody in need.

  Business Response

  Date: 11/19/2024

  Its truly disappointing to hear about your experience at Octapharma Plasma. I want to assure you that your concerns are taken seriously, and what you've described does not align with the values or expectations of the organization. Every donor deserves to be treated with respect, professionalism, and care throughout the donation process.
  If you haven't already, I recommend documenting this incident in detail, including the date, time, and names or descriptions of the individuals involved, and reaching out to Octapharma Plasmas *********************** Director. They can be reached via phone and its important they hear directly from you to address this situation appropriately.
  Providing feedback not only helps improve services but ensures accountability for actions that might discourage donors from returning. Your willingness to donate plasma is incredibly valuable, and you should never have to endure treatment like this while trying to make a difference.
  

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  went to donate 10 times I got a thousand points I went to redeem the ***** points it's been delayed this was October 14th of 2024 and still nothing

  Business Response

  Date: 11/15/2024

  Thank you for providing your feedback and letting us know about this issue, ******. We hold ourselves to a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us. For a quicker resolution, we recommend using our chatbot or visiting the donor portal for self-service options. If you still need further assistance, please get in touch with us at ************** and we'd be happy to help you out.

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are the worst here specially when they take your temperature they either put the thing all the way down your throat. Or they just take forever to call you back for a retake that your temperature goes up even higher. Then when you ask to speak to a supervisor nobody ever comes down to help. Of course always wait on there time who cares about our lives or whatever we got to do. Your worker ******* is the worst always fails you plus takes over 20 minutes to call you back for retake of course your not gonna pass after sitting ****** off for so long. Then there front desk ****** Asian lady is so rude they need someone else in the front that has patience and knows what she doing. Then I had there center director just come downstairs to disrespect me and offer me $5 dollars for my inconvenience. That was like a slap in the face what do I look like a crack head looking for a hit. You talk a big game about savings lives by donating plasma but how could you when your workers are slow and dont know what they are doing at all. I also had to wait literally ***** minutes for someone to unstick me after I was already done donating. That made me late again for work because they choose not to have enough staff or staff doing whatever they want just walking around chilling while we trying to get un hooked. Beware of this plasma center and there bad staff. Only good worker are ***** in the back and ****.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/3/24 I went in to donate plasma and was half way through when the supervisor came up to me and said she overheard me saying I was homeless and couldnt donate plasma if I dont have a home. I had already been there once before when they infiltrated my vein and paid me $5 when they told me if they stick me I get paid full price which I was told would be $125. This time I was supposed to get $125 and after the supervisor came over and screamed at me in front of everyone for being homeless and said they would only pay me half which should have been $62.50 if they know math and after being humiliated and taking to the manager I was only paid $50 and sent on my way. I even spoke to the customer service department supervisor for over an hour crying to him about how humiliated I was in front of everyone and completely mortified for trying to do a service and after having all my veins ruined by these people, to only get ripped off in the process and they promised to look into it and calm me back get me my compensation which should have been $125 for the second time and $125 for the third since NOWHERE does it say that u cant be sleeping in your car to donate plasma and they PROMISED that I would be paid in full regardless of the outcome once they poke me with any needle which they did twice and only paid me $5 the first time and $50 the second time. They are so u professional and rude as can be. I will NEVER donate plasma again thanks to them so people are going to die just because these jerks dont know how to treat people that are doing a service to the community by donating life saving plasma. I want my money now and I want them to fire the supervisor and the manager because they are the rudest most embarrassing monsters I have ever dealt with. If I was homeless they should be ashamed of the way they treat someone who is supposedly homeless. Thats awful to treat someone that way thats clearly already suffering and living on the streets. They should be ashamed!

  Customer Answer

  Date: 09/16/2024

  *****************************************************

  Business Response

  Date: 09/24/2024

  We would like to express our sincere apologies for any negative experiences that you many have encountered at our facility.  Your feedback is invaluable, and we take your concerns seriously.  As for donation compensation we understand your frustration, we do pay based on the volume of plasma given at each visit.  On your 2nd visit, there was no plasma taken resulting in reduced pay and the opportunity to come back the next day to try again.  
  With Octapharma Plasma, Inc.  being a highly regulated company, the donor needs to meet several criteria to make them eligible for donation,including residing at a permanent address.  As we have no specific signage that indicates a permanent address is required, the health history questionnaire that is completed by the donor at each donation does inquiry about any changes to your address within the last 8 weeks.  Answering this correctly would have notified our employees to inquire about change of physical address that you provided on your first visit.    The pay you received when taken off on the date in question was based off the amount of plasma given, and you were given more than half of what your expected pay was to be for your 3rd visit. 
  Regarding your observation about donor confidentiality, it was only addressed with you after you had mentioned to another staff member that you were living in your car.  We apologize for how you felt it was addressed and additional training will be completed if deemed necessary.   We do understand that further clarification and explanation was done behind closed doors at a later time.   Again, we apologize for any inconvenience that this has caused you.  

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have donated at Octapharma plasma in *****, Ne for well over a year now and have always had a great experience at the center itself. However, my issue is with not receiving my Octapharma rewards. I redeemed 1000 points last quarter for a $5 ******* gift card. I received an email stating that my reward was delayed. I spoke with ********** and they stated that I needed to talk to the rewards sender? So, I spoke directly with my center director. They stated that the reward showed it was canceled. I sent numerous emails to OPI Rewards email with no response. I went back to my center and they sent an email for me. Well, after 2 months, I finally gave up. So, I thought well, I am out $5 and chalked it up to that. Now, I was finally able to redeem points again and redeemed another 1000 points for a $5 ******* gift card. I get the exact same reply. Your gift card is delayed and is being reviewed by the sender. So now, I am owed $10 in Rewards gift cards. Now, I am very frustrated. I called and spoke with the customer service center. They tell me that there has been issues and I said well, if that is the case, it has been going on for over 4 months because I never received my last $5 either. She tells me to email OPI rewards which I have done, but I know that they will not reply as they did not reply to my last several emails. I did not even received an acknowledgement from them that they received my emails. I simply want a $10 credit now for my rewards that were earned. This is beyond frustrating and is simply a matter of principle now. This is the reward id for the current redemption. I deleted the old one but I am sure you can see that I never received it. Reward ID: ************. Thank you-****************************** 12/14/1970

• Initial Complaint

  Date:07/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Morning, I have another complaint about this location. They've prevented me from donating for over TWO MONTHS. Their intake screeners and/or staff apparently have some sort of problem with me, & unfortunately said screeners are given great *************** to weaponize their basic finger-prick blood-************** analysis (that takes 20 seconds to determine) to defer anyone from donating if they may have an issue with them, claiming that they have "low protein" without a shred of proof from an actual laboratory analysis of a vial of my blood to determine the real protein content. Their acceptable protein range is between 6.0-9.0. But screeners can say & record whatever results they want to in order to pass or prevent someone from donating that day. They also don't show you their result, which keeps the process as untrustworthy as possible. It's a totally unacceptable practice. I've called Octapharma's customer service line (headquartered in *******) no fewer than 7 times since 6.10.24 after providing my last blood sample for protein analysis, this after a screener said that I had "low protein" & denied my donation that day. After several escalations made during several calls placed (wherein the service reps sent messages directly to the center & requested the lab results to be reported directly to me) & after more than 7 direct calls from the customer service center to the donation center on ****************** here in ********* to ascertain the results, not one call has been placed to me & the service reps have told me that they've actually been hung-up on by reps at the donation center.This center is a mess, customer service is terrible, the employees are ghetto, the center is ghetto, & these people simply don't do their jobs. I want upper management in their HQ to know about these events & to finally do something about it, not just kick this complaint back to ********* (& yes, I have been in contact with Center Director ********************* about these issues).

  Business Response

  Date: 07/12/2024

  For every donation at Octapharma Plasma a total protein sample is taken to verify suitability.This is to ensure that the donation is suitable for manufacturing use. If the sample is out of range, it is company policy to defer the donor until their total protein is back in the acceptable range of 6.0-9.0. This is a safety precaution for the donor as well as the recipients who use our medications. Unfortunately,this donor had an unacceptable test result which resulted in a deferral until he gets his total protein level back in the suitable range. As for the staff they are all trained and follow the companys standard operating procedures and act accordingly based on the value of the vitals for the donor that day. With Octapharma being a highly regulated company, the donor needs to meet several criteria for a suitable donation. Donating is a voluntary process and there are regulated guidelines that must be upheld for donor safety and product suitability. 

  Customer Answer

  Date: 07/12/2024

   
  I am rejecting this response because THE DID NOT ANSWER THE QUESTION IN THE COMPLAINT: WHAT'S THE RESULT FO THE SAMPLE LEFT ON 6.10.24 THAT I'VE PLACED OVER SEVEN CALLS TO YOUR CUSTOMER SERVICE CENTER TO DETERMINE? Wow!
  
  

  Business Response

  Date: 07/16/2024

  We have tried calling **** however his phone rings 3 times and does not have voicemail. I have emailed him a response with his test results. 

  Customer Answer

  Date: 07/16/2024

   
  I am rejecting this response because they've failed to their jobs repeatedly, and, Octapharma has failed to even call the number listed on this very complaint ************, instead calling my old DISCONNECTED PHONE NUMBER. Why would they do that? 

  I've also give my new cell phone number to Octapharma's customer service center, and they've FAILED TO CALL THAT NUMBER TOO!!

  It should NOT take ONE & A HALF MONTHS to return results, and I should not have to continue to chase these people down for them! I want contact from SOMEONE IN OCTAPHARMA'S ************** HEADQUARTERS IN A POSITION OF AUTHORITY ABOVE *********************. 

  I've been donating at another center frequently with no issues whatsoever because I do not have a low protein condition.
  
  I need Octapharma to send your results to my primary care physician at **************************** at ***************************************************************************************************************************************************************************************************************************.
  
  What is the work-around here? I don't trust the work of your in-house phlebotomists.

  I can have my PCP run another round of official tests conducted by a qualified medical professional or Hematologist & share the actual results with you to clear me to donate going forward. Is that an acceptable solution, Octapharma? I have official blood work results from my medical provider showing that my protein levels are routinely between 7.1 & 7.3. 

  I look forward to your response. 

  ************************* 

   

  
  

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So there is a lot of issues wrong with this place. And I am referring not only to octopharma as a whole but the octopharma in milwaulkie ****** as well. First: The app that they use shows that you will get paid 1 amount but then you will get paid another after donating. They don't warn you, you just get stuck and then it's a coin toss. So that's misleading and I have wasted my time and effort to go in thinking I would get paid but then got short changed. They have double standards that say donors can't use phones but then workers have been seen to walk around with them on having personal conversations, and who knows if they are taking pictures of my personal information? When I said something about the pay they then deferred me as a donor, and then when I came back drove all the way across the city to get there just to be told no sorry we don't accept people with that opinion. They are suffocating their donors and paying them crumbs (45$ a bottle) while they make 3,000$ to 5,000$ a bottle. They also do this to their employees, they don't give them anything, there are review after review on indeed about how badly they are treated and how unfair the pay is. So it would be nice if the BBB would help put a stop to all of this unfair treatment to people who are donating their literal blood, and to the people that are helping make it possible. And this isn't even talking about the countless times I've seen a phlebotomist stick someone with a needle and then go on to stick someone else without changing their gloves. After touching someone else's blood. This is an STD breeding ground waiting to happen. The wrong person keeps the wrong set of gloves on and a whole slew of people could be seriously injured. So there's that can of worms. I've also seen management sexually harass other employees, in front of donors, this place needs to be outed. Needless to say I won't be going back, but the BBB should be aware of what is happening in that cesspool.

  Business Response

  Date: 06/05/2024

  Dear ******,

  I want to express my sincere apologies for any negative experiences you may have encountered at our facility. Your feedback is invaluable, and we take your concerns seriously. I assure you that we are committed to addressing each issue you've raised and implementing necessary changes to improve our operations.
  

  Regarding the discrepancies in payment, we understand how frustrating this must have been for you. We acknowledge that our app's payment system may have caused confusion.  Our app is an estimate based off past donations.  The actual payment is based on Hematocrit, Weight, and Height, which can vary from donation to donation. Your payment amount is available as soon as you finish screening.  We are actively working to ensure transparency for all donors to ensure the amount is known at the screening booth.
  

  Regarding your observations about safety protocols, we are committed to upholding the highest standards of hygiene and safety in our facility. We are investigating the reported incidents and will take immediate corrective action to ensure strict adherence to protocol, which includes changing gloves in between procedures.

  Allegations of harassment are taken extremely seriously. We have zero tolerance for any form of harassment or misconduct in our workplace. We have launched an investigation into these allegations, and appropriate disciplinary action will be taken if necessary.
  

  Please feel free to reach out to me directly at ************************* or *************************************** if you would like to discuss your concerns further or if there's anything else we can do to rectify the situation.
  

  Sincerely,
  ******************************
  Donor Center Director
  Octapharma Plasma, Inc. Milwaukie, OR

  
  

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My message to Center Director *********************, after another empty & time wasting trip: On 5/10, I made another long and unnecessary trip to the ** Decatur location in ********* only to be told at your intake cubicle that I could not donate because the results of my protein analysis (submitted on 4/26) hadn't come back (and I do understand there was a ransomware shutdown). You have got to improve the process of proactively notifying donors of our ability or inability to donate well ahead of any planned visits, via the Octapharma app, text, email, or phone call. Today's trip has been another complete waste of my time, and unnecessarily so.The phlebotomist said to call customer service to get feedback on the status of the protein analysis, but they never have any information and every time that they try to transfer calls to the local center, there's never an answer. So I'll have to continue taking trips all the way to the donation center to get the results in question. But those results should be provided to me proactively by someone at the center or via the Octapharma app like BioLife does, for example. This is not the first time that this has happened. As it takes me up to 30 minutes to reach your destination, I would appreciate it if your personnel would show a little more respect for time, effort, and input that I put into planning meals, preparing budgeting the hours in my day to make a donation. It is absolutely infuriating to be told by a phlebotomist after my lengthy ****************** & after my arrival to the location that I cannot donate because of your failure to properly process lab results in a timely fashion when I am completely ready, healthy, able to do so. Your notification process must be improved, & I do not want to be turned away again in this manner. Thank You, *************************

  Business Response

  Date: 05/16/2024

  We have reached out to ***************** to resolve the issue and frustration. **** will be in tomorrow 17May24 at 830am to drop off a new sample. In order to make up some time and money he will be compensated for his sample as well as issued a month of express passes to make up lost time. We value our donors commitment to donating life saving plasma and will ensure the process is smooth for **** tomorrow 17May24.

  Customer Answer

  Date: 05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Octa pharma knowingly administered anticoagulant even after I told them I was allergic. I told staff about the reactions which includes itchy lips and chest pain. They did it seven times before deferring me from their centers. The employees and management failed to document the contacts that I had with staff.

• Initial Complaint

  Date:04/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They gave me a card and explained to me that NO fees will be taken out... instead fees are being taken and not a single statement from octapharma..no paperwork or anything showing these fees being taken out

  Business Response

  Date: 05/07/2024

  Good Afternoon,

  When a payment card is issued to a donor, it comes in an envelope attached to a document which details the fees associated with the card through our third party vendor. The donor is advised to review the insert prior to using the payment card. 

  Please let me know if you have any further questions.

   

  Thanks,

  *********************

  Center Director