ComplaintsforBioLife Plasma Services

• Initial Complaint

  10/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My appointment was at 10:40 I waited in a line not only until 11:20, but also into the line to wait for a bed also. I get to the "bed area" i see a woman (pink pants)who has been waiting at least 10 minutes in her bed . I also see the two men who sat down after me plus one before me.. I see a woman walking up to sit into a bed and a white man behind her walking up to sit down... The workers begin with the two men both of which were after the women in pink (it's on your cameras) Then a third woman comes walking over and starts the black woman who JUST sat down. A fourth worker comes over and tells a women to go to break and begins unhooking someone else and the next workers goes directly to the man (white, LAST) and begins him. I am not sure if these women are guy crazy or what but Im getting upset. it doesnt even take me an hour to donate and I have been here almost double that buy now ..i speak up for the pink pants lady and say shes been sitting here before everyone she is been here 10 minutes. Then ****** makes a snide remark and I believe thats why i was made to be last well i would have been since they re disconnecting people before they are hooking up and by now 6 machines are ready for disconnect. I did walk out... this is the second time this week i have had to walk out the lines are hours long..then you have to wait for a bed..it take me an hour to donate and im in this place for 2 and three hours JUST WAITING. all in all 4 people were taken ahead of pink pants and one disconnect...3 were taken ahead of me and a disconnect. I don't appreciate the childish workers nor the ignoring of their literally ***. AND I would like my 110 for the week since it seems as i have to be disrespected for standing up for the *** and HUMAN BEINGS!!!!

  Business response

  10/28/2022

  [BBB transcription via email]

  
  
  Hi,
  
   
  
  I’m responding to complaint ID # ********. We have attempted to contact the individual filling the complaint but unfortunately have been unable to reach her to further discuss it. The situation she describes is one of increased wait in the facility and comments made by our employees. In her complaint she makes the accusation that an employee made a ‘snide’ remark. However, after speaking with our employee we have been unable to determine what comment she was offended by, and being unable to reach the customer/donor we are unable to get her details.
  
   
  
  The second portion of the complaint pertains to the wait and the demand for payment from us. Unfortunately there are times in our business when wait times increase due to staffing, high donor flow, or other unexpected situations. During this specific time our company had just switched to newer machines during a high demand time of the year. The adjustment to newer machines and high donor flow resulted in the expect increase in wait time based on the situation. We do our best to prepare for these waits, apologize for the inconvenience, and work extremely hard to keep the process moving. However, our donors are compensated for the donation of the their plasma and not directly for time spent in the facility. The customer/donor stated and we confirmed that she did not fulfill her portion of the process of donating the plasma, and she is subsequently not eligible for payment. After a thorough investigation we have found that our promise to our donors has been fulfilled and our policies followed in this situation. Please do not hesitate to reach out with any questions.
  
   
  
  
  
   
  
  Best Regards,
  
   
  
  ***** ********
  
  Plasma Center Manager
  
  BioLife Plasma Services L.P.
  
  ****** ************** ******* *******
  
  **** ***** ****
  ***** ** *****
  
  *** ** *** *** ****
  
  *******************************

  Customer response

  10/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: Biolife tried to contact me one time in which I was unavailable to speak.  Further I would like to correspondence for this incident on paper as I have spoken to ***** before about discrimination after I was verbally attacked by a nurse of the facility earlier this year. I did leave the facility because I didn't want to be attacked for stating the discrimination again for this incident. BioLife is known to "attack" people who have any complaints and then pretend there is no one you can contact further for help. Last time, I had to contact ****** cooperate directly. Who asked Bio life to contact me and thankfully I picked up on the first ring because it is impossible to reach a live person now when calling into BioLife.  I reject this answer also because it was not about the time spent in the facility it's about the fact, I wasn't able to complete my donation because an employee violated company policy. There are cameras and cameras do not lie. Those cameras could be subpoenaed into a civil, court as evidence of that violation. all men seated after women were taken care of first by this employee. Thats is on camera. I was skipped after stating that. That is on camera. I was skipped 3 times over because of that not even once 3 times i was skipped over all for men. I was also not the only woman skipped over however I was the second white woman skipped over.  also, the website for BioLife states UP TO an hour and a half it doesn't not state in excess of. this is also why i am asking for payment. i was there up to an hour and a half and still wasn't hooked dup due to the employee violating company policy. to address the holiday rush, Biolife has closed three of its sections and has put 7 employees in the 3 sections that are open. this is not due to holidays rush this is due to taking half of the operating floor down with the same amount of people that were coming before the holiday, yet the accountability is still being shifted even in their response to the complaint. I have attached the Biolife website proving the facts I stated and again ask for my compensation due to the employee violation, as well as I was there over time stated by BioLife website and still wasn't even hooked up to donate.
  
  Sincerely,
  
  ******* ****

   

   

  *** key notes from the attachments ***** On a donor's first visit, the whole process, including a physical examination provided by BioLife, medical screening and the plasma donation, usually takes around two hours. Repeat donors generally spend approximately an hour in the center.

   

  ***Your Compensation.
  BioLife donors spend approximately an hour, as
  often as twice per week

   

  ****BioLife values all donors and does not discriminate based on race, gender,
  age, national origin, religion, disability, veteran status, or any
  characteristic protected by federal, state or local law

*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. ↩