Complaints

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:09/27/2024

  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 am having issues logging into my instawork account. I have a new phone number and arent able to update it in the app so I can login. Every time I attempt to reach out to support by email I keep getting messages saying this email is not monitored use the help button in the app how am I going to do that if I cannot log in!?! Ihave no way of contacting instawork and are missing out on much needed gigs because of their scarce lines of communication.

  Business Response

  Date: 09/29/2024

  Hi there,

  Please make sure you are sending an email to ********************************** or *********************************************************. 

  What is the current email and phone number associated with your account and what should be the correct email and phone number for you?

• Initial Complaint

  Date:09/24/2024

  Type:Product 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.

  September 21, 2024, I sent a email to Instawork asking why Im not able to see any Job listings. As of today, after sending another email, I havent gotten a response. I want to know why I cant see any jobs but other people can see job listings. They arent on any levels or have any likes like my profile does. My question is why cant I work?

  Business Response

  Date: 09/26/2024

  Hi *****,

  We have an open ticket for you in our system at the moment and will have our internal team look into that. Please be patient as we look into your inquiry.

  Thank you 

• Initial Complaint

  Date:09/15/2024

  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.

  My son died last night due to a covid related issue. I was just diagnosed with ******** child was sick and died. I came to work and was late and deactivated because of the death of my kid. I still came to work and started working.an hour later the boss Mrs ****** ******** walks in and says you are late and I marked you as a no show. You can stop working now. I told her that I've been working for over an hour and am I getting paid for the time that I worked. She said no and to go home. I said I was scheduled to work and even sent her a video of me working. She didn't want to pay me and acted like I wasn't there. I need my account reactivated. I have to bury my son this week.

  Business Response

  Date: 09/15/2024

  Hi there,

  We have excused your recent no show and ensured that your account was reinstated. 

  Instawork

• Initial Complaint

  Date:09/11/2024

  Type:Product 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've contacted instawork about an issue where my account was deactivated August 20, 2024 due to a covid related issue. I sent all necessary documentation that they asked for. I've received no response. They said that I would here something back within 24hrs and I have not. I messaged again and still no response. I need to be reactivated to pay bills. No one is reaching out to ** and I don't know what to do. I was told covid related issues are serious and one cannot Be fired for this reason. Here is a copy of the home test kits as asked.

  Business Response

  Date: 09/11/2024

  Hi Dealon,

  We have excused your recent no shows and ensured that your account was reactivated. Thank you for your patience and understanding.

• Initial Complaint

  Date:09/10/2024

  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.

  Constant issues with payments owed partners have called numerous times to get funds released and they refuse to even respond to the chats which is the only way to contact them. It's a disgrace. Literally have spent five weeks straight with ongoing money issues

  Business Response

  Date: 09/10/2024

  Hi ********,

  We notice you have an open ticket with us at the moment regarding your payments. Please allow us some additional time for us to review and we will follow up with you in the open ticket you have with us.

  Instawork 

• Initial Complaint

  Date:09/09/2024

  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 have been trying to contact Instawork for several days regarding issues with reference verification. Some of the references Ive sent through the app are not receiving the request, while otherssuch are being read by the application as friends /family which makes them not eligible for work verification. Ive reached out through Instagram and ******** as well, but have only received automated responses. The customer service support is very poor, as they offer FAQ responses.

  Business Response

  Date: 09/19/2024

  Hi Camila,

  Please reach out to us via the app or email us at ********************************** so we can make sure the correct team is able to assist you.

  Thank you

   

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22258607
  
  I am rejecting this response because:

  I attempted to reach out to the business at the email address *********************************** but I received an automatic reply indicating that the email is unmonitored and that further communication would occur through the Instawork app. However, it has now been over 20 hours since my initial inquiry, and I have not received any contact through the app.
  I would appreciate your assistance in resolving this matter promptly.
  Thank you for your attention to this issue.

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 09/26/2024

  Hi Camila,

  We have received your email and will have our internal team look into it. Please be patient as we investigate your inquiry.

  Thank you

• Initial Complaint

  Date:09/08/2024

  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 was late to my shift I was calling to make them aware that I would be late but no one never answered the phone . I got to work 4 hours late. Not because I wanted to . Even with my situation I showed up to work . I clocked in but then the manager said no your to late go home . I then clocked out. They canceled my shift saying I did a no call no show. Instawork suspended all my up coming shift and suspended my account till the 14th that's not right

  Business Response

  Date: 09/10/2024

  Hi *****,

  As a one time courtesy we have reactivated your account at this time. 
  
  Thank you for your patience 

• Initial Complaint

  Date:09/03/2024

  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.

  Instawork support does not write back no where near fast enough. I am writing on behalf of my fianc that works for you guys. I have been writing you guys for hours on her behalf. Because her phone isnt working. Shes having a hard time clocking in. And the one and only person that goes in and out the app is off site. If she is not clocked in at the proper time. Then she will automatically no showed even tho she has been there working the entire time. Not only will her account be messed up but she wont be paid. And thats messed up

  Business Response

  Date: 09/10/2024

  Hi there,

  Who is you fianc? Please have them reach out to us directly so we are able to provide the proper support. They can also email us at ********************************** 

  Customer Answer

  Date: 09/10/2024

  I am the person on the platform. I have so many complications with instawork you guys are more for thur businesses then your free lancer. You have us tracked the whole time on the shift. Yet you let the business go back and take money and do nothing about it. Yall let these businesses get away with anything when were the ones working hard 
  Complaint: 22233709
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

  Business Response

  Date: 09/11/2024

  Thank you for following up,

  We have corrected the no show on your account and ensured that your account is reinstated. We have also ensured that you are being paid for the shift from September 3rd.

  Thank you again

  Customer Answer

  Date: 09/11/2024

  but the problem was simple miscommunication I asked you guys to reach out to them. Because one of the supervisors were not interested in fixing things while the other was. You guys refuse to reach out to the company. But yet if I go up to the company Im in violation so how do we fix things. You guys have a better chance of getting in contact with business then I did. Now I was blocked for a simple misunderstanding. When ****** was willing to unblock me another supervisor said write to instawork support.
  Complaint: 22233709
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:08/30/2024

  Type:Product 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.

  I have just recently started working on the instawork platfrom. since the start it has been exceedingly difficult to communicate with anyone through the platform other than chat bots or representatives that repeat the same standard policy guidelines over and over repeatedly. these policies are stated in the terms and conditions of the platfrom service. i have spent over $500 on commute expenses over the past 3 weeks. since August 5th just so I can make it to shifts and not cancel. one shift I spent one way $20 bus ticket which the bus cmpny canceled 30min b4 deprt so I paid $127 fr ****** tickt just to make it to a shift that was only paying 148$ total and 2-3 hours each way to travel. I did not want to cancel the job and risk my rating. I still have not been paid for my work I have completed from the first week of August. this complaint is abt the effort I have applied going above and beyond 2 make up for $$ invested..had no funds to commute bc i was not paid yet, so forced 2 cancel job .. my acct suspended bc of this. Ive bn wrkg *********** relentlessly trying 2 make ends meet 2 covr trvl costs while still havnt recvd my pay properly. I ran myself ragged past 8 days n a row 1) wed- 10 hr +5hr trvl 2) Thur, 10 hr + 5 hr trvl 3) fri- 10 hr night shift til 4am/ 3 hr trvl 4) sat 11 hr night shift til 4am /3 hrs trvl 5) sun- 11 hrs night shift til 730am + 3 hr trvl. home @ 1030am mon morn 6) mon. 5 hr @ 330- 830 shft/ 2 hr trvl.7) tues 5 hrs til 830pm 8) tues 11pm-7am night shft (3hrs btwn)9) wed. I missed this shift due to injuring my foot/ collapsed of over exhaustion. suspended for a week and lost all of 7- 8 upcoming shifts. Ive strained myself to complete gigs under the terms to adhere. but denying my appeal 4 a shift tht wz back up shift, while im running myself on empty for days on end, is just not the actions of a business who cares about workers health or best interest.please i just want my account suspension removed so I can continue to work.

  Business Response

  Date: 09/09/2024

  Hi ***,
  
  Thank you for reaching out to us regarding your payments. We completely understand your worry and want to assure you that we are here to help you in any way we can.
  
  Let me address first the payment for your shift on Aug. 5, Aug. 8 and Aug. 11. I can confirm that the paper check has stopped and marked to be reprocessed via direct deposit to your updated bank account *****.
  
  Regarding your latest payment for shifts on Aug. 12, Aug. 14, Aug. 17 and Aug. 18, this will also be reprocessed via direct deposit to the same bank account *****.
  
  For the 1099 shift on Aug. 21, I can confirm that it is Instapay eligible so payment will be processed right after your clocked out for your shift.

  This issue was resolved by Support on August 20th

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22217820
  
  I am rejecting this response onl6 because:

  yes the matter is solved but not within the time frame and accuracy stated above. the payme t was fi ally received on Sept evening 4th/ morning 5th .

  after failed attempts to receive payme t week 8/12 failed again 8/21 although the app stated I was paid. and another failed payment week not received 8/28 . I fo not even know.if there was any attempt during this pay session. then finally on Sept 4th I received an updated paystub via 3rd party direct deposit payment services, it was then received. logically i didnt see how the payment would be received with out any updaTed pay stub because the 1st pay stub said paper check sent in mail. finally paystub was updated and posted day before payment . but for almost 1 month I was burdened by this payment not being properly paid out and ultimately it has negatively impacted my perfromance because I had no money to cover travel expenses to my shifts that work reserved and had to cencel one at the last.minute. ( thesefalwd payments were not due to any fault relating to my accounts in fault or my own inadequacy)

  the payment was finally received 9/5 not on 8/20.

   

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/28/2024

  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.

  Instawork is a gig working app. The problem is there's no direct way to contact the employer. Their website points to the app, and the app only deals with problems inside the app via virtual assistant.Having just lost my phone while moving. I'm unable to access my tax information, or change my address. Instawork not having a way to call or email a physical person makes it impossible to get account access. Again, even via their website. Its extremely problematic. Maybe its a very specific problem, but it's going to be an issue come tax time, and I won't be able to properly put this years numbers in. An issue that will only grow, as more people are unable to contact this growing employment app.

  Business Response

  Date: 09/09/2024

  We have escalated your concern and our team will be reaching out to you to assist further.