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:04/02/2025

  Type:Service or Repair 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 completed several mystery shops for this company between January 30, 2025 - February 28, 2025 totaling $150.75. They have reached out with automated emails twice telling me they tried to submit payment to my ****** and it was rejected. My ****** works fine and I haven't had any issues receiving payments from other mystery shop companies. I don't believe payment has been attempted and when I send emails they go ignored. I have put many charges on my credit card and feel at this point I need to be reimbursed for interest as well. This is my last resort and I have no plans to work with this unprofessional company ever again. I want payment made **** to my ****** account as agreed upon in our contract.

  

  Business Response

  Date: 04/08/2025

   

  Dear *****,
  
  Please note that this was rejected by ****** because you did not enter in your email address correctly, so we were not able to process the payment.  We have updated this for you and your payment will be sent shortly. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23150447
  
  I am rejecting this response because: You mean YOU didn't enter my email in correctly. I updated my email THREE different times and you kept stalling. Making me wait 2-3 weeks between each response. Completely unprofessional and people working with your company should know your tactics. I received your email saying my payment was processing a week ago, ****** doesn't take weeks to receive. You're lying or stalling, either way you should be out of business.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/15/2025

   

   Dear *****, 

  Your payment was issued on 4/10, please see the transaction numbers below:
  
  4/10/25 -0FD38356F3547111E - $52.50
  4/10/25 -7FP24620EC963115H - $98.24

  Thank you.

  Customer Answer

  Date: 04/15/2025

   
  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

  Date:04/01/2025

  Type:Billing 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.

  MarketForce is forcing their contractors to take payment digitally only. They claimed they sent my payments for Nov 2024 and Dec 2024 to a ****** account. I did NOT give them any information for that transaction. They claimed to have sent money to a ****** account (which I did NOT indicate or ever reference, I suspect fraud within their company). As soon as I noticed I was missing payments I repeatedly attempted to get them to send the payments to a bank account that I designated at their website. They stopped responding to me. They will not talk to me over the phone and they will not respond via their Helpdesk system. I am only asking for the money due for services rendered which is below $100. I have worked to get into the forementioned ****** account, however, there is no way to retrieve the money without incurring charges. I feel this a MarketForce issue, which they should either reimburse for transaction payments from ****** OR preferably send my payments to the proper bank account that I have provided them.

  

  Business Response

  Date: 04/03/2025

  As weve advised Mr. ****** several times, when he signed his Independent Contractor agreement on September 20, 2024 he agreed to either be paid for ACH or ******. As he did not sign up for ACH payments, his payments were processed via ****** to the email address we have on file for him.
  
  Mr.****** was paid $48.25 on 1/21/25 with a ****** transaction ID of ***************** and $41.25 on 11/21/24 with a ****** transaction ID of *****************. ****** has confirmed both payments were completed to the email address Mr. ****** gave us when he signed up to conduct shops on our behalf (and in accordance with his most recent signed agreement.
  
  As we have paid Mr. ****** in full according to the terms of the Independent Contractor Agreement he signed on 9/20/24, AND ****** has confirmed the payments were completed, we consider this matter closed. 

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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.

  No payment received for completed and approved mystery shop! SHOPPER ID: ****** ASSIGNMENT ID: ******** PROJECT: Five Guys Burgers SHOP DATES: 01/07/2025 - 01/07/2025 SHOP FEE: 30 REIMBURSEMENT(S): Meal purchase reimbursement up to : $17.25 STREET ADDRESS: *********************************************

  

  Business Response

  Date: 03/05/2025

  Dear ******, 

  Your payment for this assignment has been issued to your bank account.  

  Thank you.

   

  Customer Answer

  Date: 03/05/2025

   
  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.  I certainly hope next time market force will be more on time with paying . 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/03/2025

  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 was doing mystery shops as an IC for this company, and several cheques bounced. I was not paid, and also charged service fees from my bank so LOST money working for this ********** repeated phone calls just got the same "file a case online" answer, and these have been ignored. I have been contacting them periodically for over a year now. At one point someone replied denying these were market force cheques, and then when I sent the photos of the returned cheques went back to if ignoring my requests for help.Passing bad cheques is a crime, no?

  

  Business Response

  Date: 01/16/2025

  Hi ****,

  We will be reissuing you a check in the amount of $89.95 for the two checks ******* and ******* that were issued to you from 2017.  These were too old to process as the check payments are void after ******************************************************************************************* advance before attempting to present them to the bank. 

  Thank you.

  
  

• Initial Complaint

  Date:08/30/2024

  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 a mystery shopper for this company for about a year. I followed all the rules and filed my reports with accuracy and professionalism and submitted them in a timely manner. If I couldn't do a shop, I cancelled it within the time frame allowed. On June 18, 2024, I tried logging in to their system to accept a job. My login was frozen and remains so to this day. When I emailed them asking for a reason, this was their response on June 20, 2024.Market Force Help Desk From:********************************************************* To:***************************** Thu, Jun 20 at 2:52 PM Hi,We need to let you know that we are opting to discontinue our Independent Contractor relationship with you and will not be offering you any other assignments. Please note that either party has the right to terminate the Independent Contractor Agreement at any time and for any reason, without explanation or penalty.Thank you for your past efforts on our behalf.I emailed them right back asking for clarification, and they never responded.Months before that, they told me that they took me out of rotation for their most popular client, Five Guys. They didn't give me a reason why I was taken out of rotation. They said that it could be that I was recognized, and they did not offer to reinstate me to their rotation. Five Guys changes their employees. They move on, change locations, or get terminated from the company. It happens like that in any restaurant. I know from my experience in restaurant and retail management that the turnover is high. Nonetheless, they refused to place me back in rotation.

  

  Business Response

  Date: 09/11/2024

  Dear *******,

  Thank you for your interest in mystery shopping however we will not be reinstating your account to continue shopping with Market Force.  Per our Independent Contractor Agreement, we reserve the right to do so, and you do as well.  "This Agreement may be terminated at any time by either *** or You, for any reason or no reason. If You, after having access to the *** Portal, are subsequently denied access, the denial of access is Notice to you by *** that this Agreement has been terminated. "

  We wish you well in the future-

   

  Thank you,

   

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22212566
  
  I am rejecting this response because no reason was given for the termination of contract. I have conducted every shop with professionalism and reported them with honesty. I have followed every company rule including on-time cancellations and reports submitted. I performed a lot of shops, especially for Five Guys before you removed me from rotation without notice or reason, I earned certification to shop for Five Guys. I hardly ever cancelled any shops. If the problem is that you have too many shoppers on your roster, the answer is to not enroll any more shoppers until you have the need.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/12/2024

  While we appreciate ********************** position, this is an Independent Contractor relationship and as per the terms of the agreement: 

  "This Agreement may be terminated at any time by either *** or You, for any reason or no reason. If You, after having access to the *** Portal, are subsequently denied access, the denial of access is Notice to you by *** that this Agreement has been terminated."

  ********************** has been understood to agree to these terms when the ** Agreement was signed on August 21st. 

  As we have no further responsibility to engage with this Independent Contractor, we consider this matter closed and will not respond to any additional inquiries. 

  We wish ****************** well in her future endeavors. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22212566
  
  I am rejecting this response because all you have done is provided the same reasoning, that which is that my employment was "at will", it can be terminated at any time, if I cannot login, that's my notice, (etc.). Since I've followed all the rules & thus, haven't given you any reason to terminate my contract, and you refused several times to give me a reason, this indicates unsound business practices & discrimination. I reiterate that if you had too many shoppers, instead of firing me, stop hiring new ones until you have more demand. You refused to put me back on the Five Guys rotation and took me off without notice, despite my certification. Five Guys employees move on to other jobs. So if I was recognised, after some time, there will be new employees. I was a manager for several restaurant and retail companies, so I am aware that that's the nature of the business. Then you cancelled my contract without written notice and refused to reinstate me despite my satisfactory performance. You need to provide me with a written explanation for termination, reinstate me, and provide me with written notice if something goes wrong. When my one phone shop was cancelled, you told me in writing that the project was put on hold. But when you took me out of Five Guys rotation & cancelled my contract, you refused to give me a reason. All this indicates unsound business practices and discriminatory actions.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/20/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:06/19/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/25/2024

  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.

  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

  Date: 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

  Date:04/09/2024

  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'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

  Date: 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 Answer

  Date: 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

  Date:01/16/2024

  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 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

  Date: 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.