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Business Profile

Blood Bank

Vitalant

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Blood Bank.

Complaints

This profile includes complaints for Vitalant's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 171 total complaints in the last 3 years.
    • 86 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 receive so many calls weekly from vitalant that it feels like harassment. I've asked to be removed from their call list to no avail. I've blocked more than 10 of their numbers but they are still able to leave voicemails. If I don't go in and empty my voicemails weekly I am not able to receive the important messages that I need. This has been such a nuisance and interferes with not just my life but my work. Please stop the harassing calls!!!! It has the opposite effect of making me want to donate, I never want to patronize this company EVER again just because of this incessant harassment.

      Business Response

      Date: 09/16/2023

      Hello ******,

      We sincerely apologize that we have not kept our commitment to you in removing your number from our call lists. We have researched this matter thoroughly and found where we have erred. We truly regret losing your trust in our capabilities and for the disruptions our calls have caused to your day. We can confidently 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.

      Should you wish to resume donating, we would be grateful to have your support again. You may set an appointment via the Vitalant Mobile App or from your donor portal account at donors.vitalant.org. You are also welcome to email us at ******************************************************* for assistance in scheduling.

      We thank you for allowing us the opportunity to resolve this concern. Please advise if you have any additional questions.

      Kindly,

      Vitalant
      National Customer Care

    • Initial Complaint

      Date:08/23/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Vitalant had a promotion on their website: ********************************************, which said if you were type O blood, and you donated once this year, they'd give a $20 gift card, twice they'd give you a $30 gift card, and three times a $50 gift card. I had donated on 5/15/23 and 8/7/23, but never received the $30 gift card. I called several times, finally 15 days later they gave me a $20 gift card. ***** said I'd receive another $10 by 8/22, but I never did. When I called again, ***** said she notified the rewards department and I should hear from them shortly. I did. I received an email from Aspagia from saying, "I will not see any qualifying promotions for your donation." I sent him two screen shots from their own website that said I qualified not only for the "Race to 100" for $30, but another one going on at the same time that said I also qualified for $10 for donating between Aug ****. When I called about that promotion, the woman I spoke with saw I qualified, she said she added it to my account. But when I checked my account, nothing had been added and no email received. I never heard back from anyone. I feel they are not delivering what they promised on their own website to get people to donate blood, a little "bait and hook" false advertising.

      Business Response

      Date: 08/29/2023

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

      Thank you for contacting Vitalant and for your selfless donations. We sincerely apologize for the inconvenience and frustration you experienced due to not receiving your qualified promotional gift. While researching this matter, we were happy to discover that a partnering department assisted in rectifying this error and delivering your gift. We will provide the necessary coaching and continued training that ensures each of our donors receive excellent care.

      We thank you again for allowing us the opportunity to make this right. We invite you to contact us at ******************************************************* for any other questions, concerns, or for help in scheduling your next donation appointment.

      Kindly,

      Vitalant
      National Customer Care

      Customer Answer

      Date: 08/30/2023


      Better Business Bureau:

      I reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.  Vitalant has performed this action so this complaint is resolved.


      Thank you,
      ***************************

       

    • Initial Complaint

      Date:08/22/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 donated blood through Vitalant a few times in 2021 and 2022. In summer of 2022, I found out I had very low iron levels and was instructed by my doctor to stop donating until the issue was resolved. I have received regular calls (2 to 4 times a month) from Vitalant asking me to donate. I have explained my situation in detail several times and asked to be placed on the do not call list. The representatives I speak to on the phone are always friendly and say they will put me on the do not call list. But nothing changes and I keep getting regular calls. I would be happy to donate blood regularly once my health issues are resolved, but the constant phone calls despite my clear explanation and request to be removed from the call lists is very frustrating.

      Business Response

      Date: 08/29/2023

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

      We sincerely apologize that we have not kept our commitment to you in removing your number from our call lists. We have researched this matter thoroughly and found where we have erred.We truly regret losing your trust in our capabilities and for the disruptions our calls have caused to your day. We can confidently confirm that your number has been added to our Do Not Contact list and calls will cease this evening. Coaching and continued training will be provided to our team members to ensure we provide complete resolution at the initial contact.

      We wish you all the best in your health journey and thank you for allowing us the opportunity to make this right. We invite you to email us at ******************************************************* with any further questions or concerns.

      Kindly,

      Vitalant
      National Customer Care

       

    • Initial Complaint

      Date:08/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      BLOODY *********************, VIA IS NOW REMOVED.

      Business Response

      Date: 08/22/2023

      Hello Q L,

      Thank you for taking the time to contact Vitalant. We were unable to locate a donor profile with the details you provided and would like to address your concern. Will you please email us at ******************************************************* with your full name, date of birth, and the nature of your concern? This will allow us to research this matter thoroughly and work towards a satisfactory resolution.

      We look forward to receiving your response.


      Kindly,
      Vitalant

    • Initial Complaint

      Date:08/12/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Please remove me from whatever global contact list there is with Vitalant. At this point its beginning to be harassment. I dont have an online portal set up. Ive blocked over 10+ numbers from the company. Leave me alone.

      Business Response

      Date: 08/17/2023

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

      Thank you for notifying us of your dissatisfaction and I sincerely apologize for the undesired calls. I reviewed your file and verified that on August 14, 2023, your contact preference was updated to honor your opt-out request. Please allow 7 to 10 days from that date for complete processing of your request through all systems.
      I understand that multiple phone calls may be a bit overwhelming and we absolutely do not want to cause negative impacts. We at Vitalant are passionate about securing blood donations for patients in your community, especially during the current critical blood shortage. We appreciate you for your past donation and will be grateful for any donations granted moving forward. Please reach out to us should you have any further questions.

      Thank you,

      *******

    • Initial Complaint

      Date:08/12/2023

      Type:Product Issues
      Status:
      Resolved
      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 blood with this company. Now I receive calls multiple times a week, have blocked numerous numbers and still keep getting more. Even if I am not eligible to donate because I recently did, I still receive calls. I'd love to continue to donate but I am so sick of my message box being full. When I attempt to login it says I do not even have an account anymore which is throughly frustrating because I have no way of getting my number out.

      Business Response

      Date: 08/17/2023

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

      I sincerely apologize for the numerous calls received and that you are unable to access your online account. Thank you for advising of these concerns. I have updated your communication preference in your file to reflect your opt-out request. Please allow 7 to 10 days for the process to thoroughly complete through all systems. Additionally, our online donor portal updated the week of May 15th, which would be why you no longer have access to the previous online portal. Please go to donors.vitalant.org to create a new online account. Your points were automatically migrated. In the Vitalant online donor portal, you may review your account, schedule appointments, review the Vitalant online Donor Store, and more.

      I am truly grateful for your partnership with Vitalant and our life-saving mission. In our effort to maintain blood for patients in your community, I ask that you continue your partnership and donate blood,especially during the critical blood need. Please advise if you have any additional questions or concerns.

      Sincerely,

      *******

      Customer Answer

      Date: 08/17/2023


      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

      Date:08/10/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      ***** with Vitalant calls at all hours of the day and night, multiple times in the week. I have asked them to stop calling as I cannot longer give blood, but I continue to receive calls.

      Business Response

      Date: 08/16/2023

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

      I sincerely apologize that you continued to receive calls after requesting to be opted out of contact. I appreciate your notification of the undesired calls and have updated the communication preferences in your file to reflect the opt-out request. Please allow 7 - 10 days for the opt-out process to complete in our systems.

      I am truly grateful for your many years of partnership with Vitalant in our lifesaving mission. Please continue to refer your friends, family, and neighbors to donate because the need for blood donations in your community continues to be critical. Feel free to contact us should you have any additional questions.

      Sincerely,

      ******

      Customer Answer

      Date: 08/16/2023


      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

      Date:08/10/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This company continues to harass me about donating blood. Ive asked multiple times to be removed from the calling list but they continue to call. Ive blocked at least 10 different numbers but they continue to keep calling with new numbers. I will not donate blood due to the constant harassment. They call early in the morning and even late at night. I once received a call at 9:30pm. They do not have my permission to continue contacting me. They give the excuse that it takes **** business days to be removed but thats a lie. They continue to call you after that time frame. I dont know what type of business thinks its ok to harass people to donate blood!

      Business Response

      Date: 08/16/2023

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

      Thank you for notifying us of the continued calls. I reviewed your contact preferences and identified the previous request was not updated completely in our system and this allowed calls to continue; I sincerely apologize.

      I understand your frustration with the numerous calls. However, on behalf of patients,their families, and friends in your community, I implore you to please reconsider your decision to never donate blood again. We are at a critical blood need and rely on the kindness of donors like you to continue their partnership with us in an effort to save lives. I do hope that you will consider donating again. 

      Much appreciation,

      ******

      Customer Answer

      Date: 08/16/2023


      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

      Date:08/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 requested to get off the call list many times through out the years. You all call all day and all night and I am so sick of getting these calls. I have blocked numbers and then you call on a new one.

      Business Response

      Date: 08/16/2023

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

      Thank you for bringing to our attention your dissatisfaction regarding the unwanted calls. I sincerely apologize. I reviewed your file and did not find an opt-out request. Nevertheless, I have updated your contact preferences to indicate the opt-out for calls. Please allow 7 - 10 days for this request to complete through all systems. I appreciate your willingness to assist patients in your community through previous blood donations and invite you to donate again in the near future in support the critical blood need. Vitalant could not service hospitals and communities without the kindness of donors such as yourself. 

      Sincerely,

      ******

    • Initial Complaint

      Date:08/03/2023

      Type:Product Issues
      Status:
      Answered
      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.
      All the complaints on here are all about the harassing robocalls they do on a constant basis. Why isnt anything done about this??? Like Vitalant wake up, stop the robocalls all together. What the h***

      Business Response

      Date: 08/10/2023

      Hello *****,

      Thank you for sharing your frustrations about the robocalls. I sincerely apologize if you have been inconvenienced. In regard to your question, we address every concern on an individual basis, and this includes dissatisfaction of call frequency. Although there have been concerns expressed about the automated calls, there are many donors who appreciate and respond favorably to our attempts to maintain blood on the hospital shelves in their communities. On behalf of the patients, their families, and friends in your community, I appreciate your previous donations and invite you to donate blood again at your earliest convenience. We are currently in a critical need for the support of donors like you and would appreciate your continued dedication to our lifesaving mission. You may contact us to schedule an appointment or self-schedule via the Vitalant website.

      Thank you in advance for your consideration,

      ******

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