ComplaintsforVitalant

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vitalant reminds me often to donate blood. Im used to that. This time they tried something new. I received a text saying $40 gift card to donate blood by June 22! I donated on June 17, used the summer-40 code they listed, and waited for points to hit the account so I could receive the gift card. The next day Is it enough points for a $40 gift card? No. Its a $10 gift card. The difference isnt even that much, but if they cant handle the logistics of programming the right points for their promotions, can they be trusted to handle all that donated blood?

  Business response

  06/29/2024

  Hello *******,
  
  We are truly grateful for your life saving donation. We sincerely apologize for the confusion caused by the multiple promotions we offered in June. Because you donated in June, you were awarded $10 worth of points. The $30 worth of points for the Welcome Back Promotion is programmed to credit within 7 14 days after your donation. You will see these points by this Monday, July 1st.

  We thank you again for answering our call for help and look forward to having you join us again in the next couple of months.
  

  Please advise if you have any other questions or need of assistance.
  

  Kind regards,
  

  Vitalant, *********************** CCC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I donated blood with this organization several years ago, and have been receiving numerous calls to my personal cell phone from them each week, often multiple times a day, from different numbers that makes it impossible to effectively block on my side. Now they have started calling and leaving voice-mails on my direct line at work. This feels like harassment, and ultimately ineffective: every time this occurs, it only reinforces my refusal to donate blood with them again...which in theory is opposite of what their nonprofit mission aspires to. My cell number is ************ and work number is ************ - both of these numbers need to be removed from their call list.

  Business response

  06/29/2024

  Hello *****,

  Thank you for bringing this to our attention. We sincerely apologize that you have received multiple unwanted calls from us. While we are passionate about securing blood donations for patients in your community, we do not want to cause disruption nor harassment to your day.
  

  We verified the daytime/cell number provided in the complaint has been opted from calls. However, we did not locate your work phone number in our system. Will you please provide the phone number that the calls are originating from? This will allow us to research the matter further.
  

  We appreciate your past donations and look forward to receiving your response.
  

  Kind regards,
  

  Vitalant *********************** CCC

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 8 Vitalant was at my church doing a blood drive. When I was being checked in and they saw the size of my veins. They said I was a good candidate for a double red donation. Even though they knew I had sickle cell trait. After donating they informed me that the donation failed because the blood was not able to filter which I later found out was due to the sickle cell trait. They did inform me that my blood would still be tested for blood type and cholesterol. One week later I called about a reward issue and she informed me that my blood would be tested for blood type and cholesterol. Now 2 weeks later I still don't have the results and was told by an agent on May 21 that my blood would not be tested because of a failed donation. Because 2 representatives told me that it would be tested that is legally binding. My wife also tried to donate and she found out that she was not eligible due to high heart rate and the high heart rate was no where on the website saying that would cause a person to be ineligible.

  Business response

  05/23/2024

  Hello ***********,

  Thank you for taking the time to bring this to our attention. We truly appreciate you and your wifes attempt in answering our call for help. We simply cannot fulfill our mission of saving lives without the selfless partnership of donors like yourselves. We take every donation seriously and are saddened to read of the negative experience you both encountered while attending our blood drive on May 8, 2024. We sincerely apologize that your donation could not be completed, that your test results were not processed, and that your eligibility questions were not resolved via our website.
  

  Testing blood products is a priority and costly. For this reason, the tests are reserved for successfully completed donations that can be transfused to patients. As for the eligibility questions via our website, if you meet the general eligibility requirements, we advise that you are likely able to give blood; it is not guaranteed. Filling out the health history questionnaire and completing an in-person donor evaluation allows us to gather more in-depth information on any medical conditions/history, and certify your current vitals meet the acceptable ranges set by The U.S. **** It pains us to have to turn donors away, however, we stand by our commitment to ensuring the safety and wellbeing of our donors. You are correct that a double red donation is not a good fit for a donor with the sickle cell trait and should not have been attempted. We would appreciate the opportunity to gather more information regarding the blood drive that we may work with the management team to provide coaching and continuous training for our staff. Will you contact us via our site with that information? Again, we apologize for the frustration and disappointment we have caused. We thank you for allowing us the opportunity to respond and will work hard to renew your trust in our abilities.
  

  Please advise should you have any other questions.
  

  Kind regards,
  

  Vitalant, *********************** CCC

  Customer response

  05/23/2024

  that does not change the fact that by two people telling me that my blood would be tested that that is legally binding, so my blood needs to be tested regardless of your protocols, and I have already given the information as far as the blood drive over the phone, however it has gotten nowhere

  Business response

  05/28/2024

  Hello ***********,

  Thank you for advising you have been in contact with our customer service team. Please allow our team some time to review the incident with the staff involved and also the opportunity to provide you with the an update. As for the testing of your donation, we understand this is not the response you were looking for and we sincerely apologize that it cannot be completed. If returning to donate when you are eligible is a possibility, we would be happy to try this process again.

  We thank you for wanting to donate to save lives.

  Kind regards,

  Vitalant, *********************** CCC

  
  

  Customer response

  06/04/2024

  I am rejecting the business response because I was told 3 times that my blood would be tested even after the failed donation. If Vitalant is unable to test the blood then they need to set up an appointment and pay out of their pocket to get the blood tested

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I donated blood with Vitalant nearly 3 years ago, and I am still being harassed with constant calls and voice-mail after having already previously changed my preferences to not contact, told several phone operators to take me off the call list, and have now blocked several numbers. I'm still receiving calls and emails in my spam, and now my voice-mail inbox is consistently flooding with robotic messages from them.

  Business response

  05/17/2024

  Hello *******,

  Thank you for taking the time to bring this to our attention. We sincerely apologize for not honoring your request to stop all calls. We have researched this matter thoroughly and located your donor profile with your contact information. We truly regret losing your trust in our capabilities and for the disruptions our calls have caused to your day. We can confirm that your number has been added to our Do Not Contact list and calls will cease effective immediately. Coaching and continued training will be provided to our team members to ensure we provide complete resolution at the initial contact.
  
  We thank you for participating in our past blood drive and for allowing us the opportunity to resolve this concern. Please advise if you have any additional questions.
  

  Kind regards,
  

  Vitalant *********************** CCC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Receiving repeated calls/messages to donate despite never having once been to a Vitalant clinic and no easy way to seemingly remove myself from the call lists

  Business response

  05/02/2024

  Hello *****,
  
  Thank you for bringing this to our attention. We sincerely apologize for the alarm in receiving our calls and are grateful for allowing us a chance to research your concern.
  
  Our name may be unfamiliar as we have merged with different local blood banks throughout the years. In ********, LifeSource Blood Bank was one of our legacy blood organizations.
  
  We are grateful you included your donor details, especially your phone number. We can confirm the number provided is now opted from receiving calls. Please allow 10 12 business days for our systems to complete this process and all calls to cease.
  
  We thank you for your previous donation and for the opportunity to completely resolve this issue. Please advise should you have any further questions.
  
  Kindly,
  
  Vitalant, *********************** CCC

  Customer response

  05/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  If after ***** days it is not, however I will seek additional recourse.

  
  Regards,
  
  ***************
  
   

  
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is about Vitalent calling weekly for donations. I keep blocking the number and they call again from another number and leave a message. I don't feel it is appropriate for this company to **** people down and waste their time and energy. This is also a disservice to potential donors who grow increasingly repelled by this behavior.

  Business response

  04/19/2024

  Hello ******,

  Thank you for taking the time to submit your feedback. We sincerely apologize that you have received multiple unwanted calls from us. While we are passionate about securing blood donations for patients in your community, we do not want to cause disruption nor harassment to your day.
  

  We will be happy to honor your request and opt your phone number from our call lists. Please allow 10 12 days for the process to complete and all calls to cease.
  

  We appreciate your answering our calls for help in the past and for allowing us the opportunity to resolve this matter. Please advise should you have any further questions or concerns.
  

  Kind regards,
  

  Vitalant *********************** CCC

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Continue to call at all times during the day, which has led to negative interest in wanting to donate blood. Have blocked caller after caller and continue to receive calls.

  Business response

  04/19/2024

  Hello ******,

  Thank you for taking the time to bring this to our attention. We sincerely apologize for leaving a negative impression of our organization due to the unwanted calls. Every two seconds a patient in the U.S., needs blood. We strive to ensure that supply is available by contacting our donors and alerting them of the need. However, we do not intend our calls to become an interruption or nuisance to your day. Again, we apologize.

  We will be happy to honor your request and opt the phone number included in your feedback from our contact lists. Please allow 10 12 days for the process to complete and all calls to cease.
  

  We are grateful you answered our previous calls for help and for allowing us the opportunity to address your concern. Please advise should you have any further questions.
  

  Kindly,
  

  Vitalant, *********************** CCC

  Customer response

  04/19/2024

  
  Better Business Bureau:

   

  I actually regained interest in donations (still, minus the phone calls), because of this response, so thank you. Appreciate the prompt resolution to this matter.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******
  
   

  
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I gave blood to this company over 2 years ago and at least once weekly I get an automated call. This is borderline harassment since there seems like there is no way to stop it. I searched on how to stop the calls and saw where one could opt out through their Vitalant account. I do not have an account with them and I will definitely not being signing up for one. I absolutely should not have to sign up for an account with them just to stop them from calling me non-stop.

  Business response

  04/12/2024

  Hello ******,

  Thank you for contacting Vitalant and for bringing this to our attention. We sincerely apologize for the inconvenience our calls have created. We strive to secure blood donations for patients in your community, however, we do not intend our calls to cause frustration or harassment to your day. Yes, we agree that you should not have to create an account just to opt out from calls. To assist donors with updating their contact preference, we have a toll-free number available on our site where donors are welcome to contact us for assistance.
  

  We thank you for providing your phone number and will ensure that it is opted from receiving our future calls. Please allow 10 12 days for our systems to fully update and all calls to completely cease.

  We are grateful for your past donations and for allowing us the opportunity to resolve your concern. Please advise should you have any further questions.
  

  Kindly,
  

  Vitalant,National ************** CCC

  Customer response

  04/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I donated at a work drive once a few years ago. Ive since moved and cannot continue to donate. Since then Ive been receiving constant calls weekly to donate despite asking to be removed from the call list and unsubscribing from all contact through emails. Ive blocked so many numbers but each time they call me its from a different number so they still get through, this is harassment.

  Business response

  04/11/2024

  Hello *******,

  Thank you for contacting Vitalant. We sincerely apologize for the unwanted calls and for not honoring your previous request to be removed from our call lists. We want to ensure your phone number has been removed from our systems, however, we were unable to locate a donor profile with your name and the phone number was missing a digit. Will you please respond with your full name at the time of your donation and the entire phone number? This will allow us to locate your donor profile and complete the request to opt you from calls.
  

  We look forward to receiving your response and resolving this process to your satisfaction.
  

  Kind regards,
  

  Vitalant, *********************** CCC

  Customer response

  04/24/2024

  Hello,
  
  My apologies on the late response to the initial bbb contact, my reply didnt seem to process. The information the company Vitalant needs from me is my name at donation time and full phone number. I am emailing to provide this since the window to reply is past but I would still like to not be connected by the company.
  
  Name at time of donation was *****************************
  ************
  
  Thank you

  Business response

  04/25/2024

  Hello *******,
  

  Thank you for responding with your name at the time of your donation and your complete phone number. We were able to locate your previous donor profile and can confirm that your number has been opted from all calls.Please allow 10 12 days for the process to complete and all calls to cease.
  

  We thank you for your past donation and for allowing us the opportunity to resolve your concern. Please advise should you have any further questions.
  

  Kindly,
  

  Vitalant, *********************** CCC

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I receive constant robo calls from this business. Sometimes up to 4-5 a week. I donated with them one time and never consented to phone calls. I tried to update my call preferences online through their portal as the website suggests, but they seem to have deleted my online profile which I'm also not very happy about as it contained health information such as my blood type that I referenced occasionally! It looks like the only other way to request to be removed is by calling a ***** number which is very inconvenient in an age of technology. I also find this to be suspicious as most companies that force you to call in for these types of things will try to force you into a sales pitch, but I have no desire to ever donate blood with this company again because of their harassing phone calls and do not wish to be subjected to yet another call for the sole intention of asking to NOT receive calls! That is counterproductive! Please please please take me off the call list and reconsider your harassing donation tactics. There are better ways to motivate people to donate than constantly spamming their phones!

  Business response

  04/11/2024

  Hello *****,
  
  Thank you for contacting Vitalant and sharing your feedback. We sincerely apologize that you have received multiple unwanted calls from us. While we are passionate about securing blood donations for patients in your community, we do not want to cause disruption nor harassment to your day. I have verified the number provided in the complaint has been opted from calls. Please allow 10 12 days for the process to complete and all calls cease.
  
  We appreciate your past donation and for allowing us the opportunity to resolve this matter. Please advise should you have any further questions or concerns.
  
  Kind regards,
  
  Vitalant *********************** CCC

  Customer response

  04/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

*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. ↩