ComplaintsforMarket Force Information, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a bit perplexed by this company, I completed my first mystery shop on the correct day, within the correct time frame, and submitted all required documents and information the same day. I was never reimbursed for this shopping trip, no email notifications indicated that I was ineligible for reimbursement. I had to cancel another mystery shop which I thought might have caused this error, but the system still lists me as active and continues to offer me assignments. I have attempted to email customer support twice with no response and when I called customer support number, I was clearly routed to someone outside of the **. I am requesting to be reimbursed for the amount of $17.73 I am indifferent if the pay for the additional fee. It appears theyve had other similar complaints in recent months, I am now questioning the legitimacy of this company and would like clarification if I will be paid for the work I completed?

  

  Business response

  07/11/2024

  Hi *******,

  We show that payment for your completed shop was issued to you on 6/20 to the **** of ******* 1.  Although, it looks like it was paid successfully, please let us know if you never received this payment and we can provide tracking information. 

  Thank you,

  Customer response

  07/11/2024

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

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My shopper ID is ******* and I am referring to the trip I did in reference to ********. In this case, I was not reimbursed for my entire order even though I followed the directions to the best of my abilities. I ordered all the required items and I didn't get reimbursed. I tried contacting support and they told me that I needed to order a milkshake as well but I made very clear that I did ask about that in my report and they told me that the milkshake machine was broken. I did note that the drink and milkshake machine were broken and I did alert them and my report has been updated to show that but even after that, I still didn't get reimbursed for my order. It isn't fair for me to not be reimbursed for my order for something that is completely out of my control. They won't even give me a partial reimbursement. I was not able to order a milkshake because the milkshake machine was broken and I told them this multiple times as I forgot to mention it in my report and put it down in a different category. Despite them acknowledging this, I am still not being reimbursed for this. Can you help me in getting my order reimbursed for the order that I did do as I did do the rest of the report to the best of my abilities and the milkshake and drink machine being out of order is something that is something I can't control. If the machine was broken before arrival, I should have been told to cancel my entire order and cancel the report and return on a different day and that information is nowhere to be seen in the report PDF.

  

  Business response

  06/21/2024

  Hello ****,

  On behalf of Market Force, I apologize that this was not added to your report so that you would receive the correct reimbursement for your assignment.  

  We will proceed with paying you the $20.00 reimbursement that you are requesting.  

  Customer response

  06/22/2024

   
  Complaint: 21875484
  
  I am rejecting this response because:

  While the 20 dollars is appreciated, it still shows up as invalid assignment on my end when I login to view the Assignment/Receipt Status. When will this be updated? And will I also receive the 10 dollar shop fee as well for completing the assignment? 
  
  Sincerely,
  
  ***************

  

  Business response

  06/27/2024

  Hello ****,

  We will increase the payment to include the additional $10 that you were to receive for the shop fee.  Unfortunately, we were not able to deliver your shop results to our client and therefore this will remain as an invalided report despite us agreeing to honor the payment.  

  Customer response

  06/29/2024

   
  Better Business Bureau:

  I am willing to accept the 20 dollar reimbursement and the 10 dollar shop fee but it still shows up as invalid on my end. I also have not received the payout yet so please keep this case open until my payout is sent. 

   
  Sincerely,
  
  ***************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes I was a mystery shopper for market force for several years. Last year they banned me because I got sick and could not perform a few shops as agreed. I always competed shops and they were always completed fantastic. I just want to know why they cannot reinstate my account? Im better and am able to do mystery shopping again. Thats all I want is just another chance. Im sorry I was sick with *****.

  

  Business response

  04/29/2024

  As per ******************** signed Independent Contractor agreement, either party may agree to terminate the relationship. 

  **************** was de-activated first in July of 2023 for a high cancellation rate. Upon request, we allowed reinstatement but he proceeded to have a high number of cancellations and was automatically deactivated again in September of 2023 for the same reason. He then proceeded to attempt to sign up again under a different name. Market Force was generous reinstating access once already, at this time, we are opting not to continue our engagement with this individual. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm independent contractor for Market Force information. On Friday April 5, 2024 I have received incoming phone call from ***** at Market Force requesting to perform evaluation for Five Guys on April 6, 2024 between 4:15 and 10 PM. ***** said the evaluation fee was $ 22 and meal reimbursement for $ *****. Total $ *****. The Five Guys address where I performed the evaluation is ************************************. I accepted to perform the evaluation for them. Received an Email and logged into the Market Force page to see the evaluation requirements. The only displayed information was the amount of meal reimbursement of $17.25 and Milkshake $ 5.50 in addition to the evaluation fee of $ 22. There was no more information in their Email or their webpage. I went to the Five guys on April 6 and I performed the evaluation, went home and submitted the evaluation report on the same day April 6. They decline the payment and say invalid shop because I did not order a fountain drink and I ordered Milkshake. I sent them multiple Emails explaining that their page didn't mention any information expect the meal reimbursement amount and the Milkshake reimbursement amount. They said they will not pay me because it is invalid shop. I explained there was no information in their Email or job page. However, they insisted on not paying me.

  

  Business response

  04/15/2024

  Thank you for this inquiry. Our instructions are very clear that a fountain drink is required in addition to the milkshake purchase (when required) - please see snippet attached from the instructions. Unfortunately the guidelines for this shop were not followed. As we are unable to provide this report to our client, we are unable to compensate this shopper for their efforts. 

   

  Customer response

  04/15/2024

   
  Complaint: 21551825
  
  I am rejecting this response because: I did two other evaluations before and I followed the instructions and ordered fountain drink. For this shop, there was no instructions or guidelines to order a fountain drink. It did say food reimbursement and Milkshake reimbursement. I carefully reviewed the shop instructions and there was No. I repeat there NO mention or instructions or guidelines to order fountain drink. I did use gas, I used my time over weekend in the shop and at home to complete the evaluation. It is Market Force fault not my fault. I received a phone call from ****** the day before asking me to do this shop. The $ ***** can be a business expense for a corporation like Market Force, but I cant pay for gas, meal and spend an hour working for nothing. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did a mystery shop for this company at 5 Guys on Saturday, January 13. Followed all of the guidelines provided for the shop, including to review the restroom and order a fountain beverage. Completed the report thoroughly and sent in same evening of the shop. This morning I receive an email telling me they cannot reimburse or pay me because I didn't wait for the cashier to ask me if I wanted anything else before adding the soda. NOWHERE on the guidelines was this request made, or I would have followed it. I responded to the email as such, and then they reply with some pictures that were not anywhere on the shop guidelines. I tried to go in and screen shot exactly what was listed for my particular job, and every other job for that restaurant (because I reviewed them all this morning after receiving the email), and of course my account is deactivated so I can't. Must be they know they messed up and don't want me to prove them wrong. I spent $55 at this restaurant taking my family to dinner to do the review. That is money I would not have spent if I was not expecting to be reimbursed $17.25 and then paid $9. It definitely sounds to me like this company entices people to solicit a business and then not reimburse under false pretense. I am looking to get reimbursed and paid the $26.25 I am due from this company.

  

  Business response

  02/02/2024

  Thank you for your feedback. 

  As we've previously responded to your email inquiries including a photo example of the written guidelines, allowing the cashier an opportunity to upsell additional items to you during the shop is a REQUIREMENT and is found in the following areas of the written instructions - page one, first order section; on page two, the basics; AND on page three, follow these steps.  

  Given these instructions were overlooked, your report was invalidated; we are NOT able to compensate you for your efforts and we're unable to charge the client for the shop. In this instance, the written guidelines were not adhered to. 

  We apologize that your first experience was not what we had all hoped. All mystery shopping organizations have written guidelines that accompany the request for a shop. Please be sure you are reviewing these guidelines to understand the critical points of the shop when completing the task. 

   

• Initial Complaint

  09/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yea Im writing because my account was deactivated for not completing a few shops which I take total blame for and apologize about. Ive been sick with ***** and other matters happened where I couldnt complete the shops that werent my fault. I was with them for many years and always did a lot of shops with great detail and complete honesty.I wanted another chance. Stuff happens they dont realize this. I get its a business sometimes you cant control things. My history should show that with completed shops. They have also been a very tough company to reach and all the people have been rude you speak with. Ive emailed probably 50 times and get one response a month later. Im just wanting my account restored Im a hard worker and do what Im supposed to do. It was out of my control being sick and the roads closed to paint the road and replace pipes.

  

  Business response

  09/25/2023

  Hi, please note the following details:

  - Once we removed him from the system as a shopper, he wrote in and we gave him a final warning about cancellations and reinstated him.  Cancellations seriously affect our client completion rates.

  -  Then the cancels continued despite our warning and we elected to remove him from the shopping side and moved him to a "do not reinstate" status

  - Once we explained that we severed the *** then he reapplied under a different name with the same SSN/SIN and we caught him trying to lie.  As a result, the lie will not be tolerated and will stand behind out decision to no longer use him as an independent contractor.

  - 54 cancels between July 2018 and  September 2023

  - 3 invalids between March 2019 and April 2023

  - 26 approved/valid shops between February 2019 and August 2023

   

• Initial Complaint

  07/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I worked for this company in the past and my account was deactivated. I no longer want any of my information stored in any of there systems and that all of my personal information and all information about me be removed.

  

  Business response

  07/20/2023

  Hi, this person provided an invalid SSN so they were never able to do a shop.  Their information has been expunged as of July 19, 2023, per the invalid SSN.

  Customer response

  07/21/2023

   
  Complaint: 20346219
  
  I am rejecting this response because: I put in my business tax ID number which should have shown up with the *** sent I received it from them. Next, I back in to try to resign up and it will not allow me to as it states " Thank you for your interest,,, we regret we will not be able to accept you as a shopper at this time. I tried twice and got the same thing.
  
  Sincerely,
  
  *********************

  

  Business response

  07/24/2023

  Hi, we do not accept business tax ID numbers.  As previously stated, your information has been expunged, per your original request. 

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Market Force inactivated my account, which is fine and in their right. However, they're refusing to release money that I am owed, legally and rightfully and using that the fact they inactivated my account as a reason as to not pay me. I cannot even gather specifics because I cannot access my account and their rep is saying "that's your responsibility, oh well"

  

  Business response

  07/05/2023

  Good day - this shopper had outstanding, uncashed checks from 2022.  The shopper wrote into our help desk on June 27, 2023.  Unfortunately, since the 90 day window to cash the check(s) has passed, we cannot assist the shopper. 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did a mystery shop at Five Guys. One of the guidelines for the shop was to evaluate the bathroom IF the location has a public restroom for customer use. There was a sign up front that said the bathroom was not open for customer use. In my report I said there was not a public bathroom. My shop was marked invalid because I didn't evaluate the bathroom and I emailed Market Force telling them the bathroom was not open to customers. They emailed me back saying that location does have a public restroom. Apparently it was only closed at the time of my visit, I had never been in that restaurant and when I saw the sign I assumed the bathroom was never open for customers. I told Market Force this and they acted like it didn't matter. I spent my own money expecting to be reimbursed, did the shop how I was supposed to expecting to be paid. It makes no sense for the shop to be invalid if I obviously couldn't evaluate a bathroom that wasn't open.

  

  Business response

  05/25/2023

  Thank you for writing in.  I have paid you.  In the future, please reach out to help desk so we can assist you.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I did a mystery shop at five guys. Everything was accepted and i was mailed a check. I go and cash the check and then today get a letter from my bank that your checked bounce so now am not only out the money I paid for the mystery shop. I also have to pay a $5 fee on top of that. I would like a refund for my mystery shop and the $5 fee I was charged because of your mistake.

  

  Business response

  05/30/2023

  Hi, this is the manager of the help desk which assists with shopper payments.  My team and I have no record of receiving any emails from *************************/Viula.  The complainant needs to email into our help desk with the confirmed address, shopper ID, correct legal last name and we will assist them from there.  The account freeze is extremely odd to me so I will get that addressed once I hear from the complainant.  The shop was approved and attempted to be paid out.  We will most certainly honor the payment but I need a due diligence path in my records for the payment.  Thank you!

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