ComplaintsforField Nation LLC

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I performed a service for an agreed upon amount for Field Nation. I have yet to be able to receive my payment due to an error in their ***************************** refusing to rectify the problem on their end in a timely manner.

  Business response

  12/16/2022

  This has been resolved with ****.

• Initial Complaint

  05/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Field Nation takes a percentage of every work order I do, yet they do not provide protection when it comes to ensuring that I get paid. I've had an open dispute for over a month with a buyer not paying me. They don't do anything and continue to allow buyers to rip off technicians and continue to operate on their platform. Resolution requested: Not only do I need to be paid, I need to see Field Nation implement policies that hold buyers accountable. For example, implementing a late fee policy for breaching payment terms would deter buyers from being laid on payments. And technicians could be paid for the intervenience of having to wait longer.

  Business response

  06/01/2022

  Thank you for bringing this to our attention - we completely get how a delayed payment can be frustrating and its something we've been addressing ongoing for the last few years. Reading your message, I wanted to clarify a few things as well as speak to your long term comments:
  
  In an attempt to create payment transparency for the tech before taking the work, Field Nation provides buyer ratings so you can see what other techs that have done work with them are saying and we also display "an estimated time to approval" which is the 90th percentile of that specific buyer's approvals. These combined allow the tech to make a conscious decision beforehand whether to work with that buyer or not.
  Field Nation also does our best to assist when there are delays. A few examples of what we do include: we send automated weekly emails to all buyers with a list of work orders past their target approval window, we also reach out on your behalf to draw attention to the ** when a tech creates a case (we likely reach out to buyers 3-5x to multiple contacts if we aren't able to reach anyone).
  
  There are several reasons a payment may be delayed (due to both sides) but in general, any **s past the estimated approval time are the exceptions and the buyer is approving the far majority of work at an acceptable pace. Any instance where that is not the case, that buyer's account team within Field Nation will work to get them to either meet our expectations or they'll be removed from the platform. We've also been working to implement some more formal changes that have already started to roll out and you'll continue to see more in the next few quarters.
  

• Initial Complaint

  01/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Field Nation helps us find work as contractors through their platform. They charge us 10% of our wages. That's how they make their money, which is understandable. They also charge another 1.5% if you're a contractor that does not have its own insurance.I think that is a wonderful benefit because having contractors insurance is expensive. My problem with field nation is that many jobs reimburse us for expenses such as materials or parking. My problem with field nation is that they take ****% of my reimbursement for out of pocket funds. I don't feel that a company that's already making 10% of my earnings should be able to take anything from my out-of-pocket expense. Is this a fair practice? This is my complaint about this company taking thousands. Maybe millions of dollars from techs who have expenses reimbursed to only lose ****% of their out-of-pocket expense when they get paid for a job.This to me seems like an unfair practice.

  Business response

  01/03/2022

  Thank you for bringing this concern to our attention. Like other platforms that facilitate transactions between two parties (e.g. ***** Upwork), we charge fees for the value we provide. Our software enables users to get work, manage that work, track deliverables and expenses, get paid for that work and expenses, access reporting for tax purposes, and more. Because we provide value across all aspects of the work order and continue to build/support technology to , the Field Nation fee is assessed on the total value of each work order, including expenses.
  
  
  We hope that helps answer your question/addresses your concern.

  Customer response

  01/04/2022

   I am rejecting this response because it is an unfair practice that they take money from our pocket that we are reimbursed on..

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our account with Field Nation was deactivated without notice then sent a note to an email they don't even have on file telling us it was deactivated and they would pay our work orders even if not actual pay and we had no say. They also canceled work orders within a 12 hour period and the email stating they wouldnt' cancel anything within 24 hours which caused loss of revenue and work with our long standing clients. We did not get to decide what was being paid to the contractors they did that themselves. I have called over 10 times now being told it's being handled don't worry and getting hung up on by the overseas people answering the calls, stated they would not talk to me further about it and hanging up everytime. I am not trying to stay a vendor but trying to obtain the thousands of dollars they still have of ours and there is a contractor that they canceled his work order but we sent him equipment that is property of my customer but will not give me his phone number get it back.

  Business response

  10/22/2021

  Power Plus IT Solutions has been deactivated from our platform for a very serious violation of our user terms. All work orders in that account have been closed out and all remaining funds have already been returned to the user so the account has a $0 balance.
  
  
  After we deactivated that account, we found that you then created a different new account which is also a violation of our terms so I'm guessing the second account is the account you are referring to. That account has a few outstanding work orders that we are currently dealing with manually and have been working directly with you on. Once those are complete, we'll deactivate that account and the funds will be returned immediately.
  
  
  As for the contractor that still has the part, as we already discussed with you directly, we've connected with that contractor and sent him a prepaid label and he said he's getting that part out today.
  
  
  We've been extremely cooperative and communicating on the deactivation of both your accounts and will continue to do so until this account is closed and all remaining funds are returned.

  Customer response

  10/22/2021

   I am rejecting this response because:

  you  have not be cooperative  until this complaint was  file and magically we received  a call. In what  method were funds returned to us as of yesterday you could not  answer that question and were to return with me after speaking to accounting. I have  not received that  response as of yet to  the  almost  $8k you have  in  your possession.

   

  Furthermore had anyone called us prior to deactivation, the serious issue you  are  talking about is  not an issue. We bought Power Plus IT the past issue you speak about is not within our control, we bought customers  and technicians  but not  their issues. Owner are different  than Power Plus and we will fully merge into ******* **************** and wipe out the name and brand of  Power  Plus by EOW so the clients we service understand  quality will not  change  just  people  involved. Again had you reached  out I could  have explained but instead put our customers and business  at risk. This is a common denominator with the techs on the  platform and other  clients you  service based on the reviews  we  have read and complaints filed against you. Nonetheless  we are  taking our business elsewhere. Please  advise on when our money will be  transferred  or how we will receive our funds.

   

   

  
  

• Initial Complaint

  09/14/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I did a work order though their platform (********), approval time was 14 days, it has now been 5 weeks, and field nation will do nothing to help the situation.Every time I open a case they close it, the last time, said there is nothing they can do about it.

  Business response

  09/17/2021

  Thanks for bringing this to our attention, we never like to hear when our users have a bad experience. As a new user I wanted to walk you through work order approval processes that will hopefully provide clarity.
  
  You mentioned an "approval time of 14 days" which is partially accurate. The buyer set their "target approval review period" to 14 days but we also display the "estimated time to approval" based on their recent approval times which was 28 days. You can always see both on all work orders.
  We share past feedback about all buyers with techs so they can make their own decisions about whether to work with that buyer or not. Not sure if you looked at that prior.
  Our platform automatically sends all buyers a weekly "work orders waiting on approval" report so they are aware of those past their "target approval review period".
  When techs create a case, it's put into an "issues" tab so when buyers log in, they can easily see/prioritize those accordingly.
  In your cases we reached out 5+ times to multiple different contacts on the buyer's end but didn't receive a response. We escalated to their account manager who reached out to them directly. We communicated this all to you within your cases.
  If a buyer is becoming an overall problem due to delayed approvals, we address it with them directly. Those that aren't able to meet our expectations are removed from our marketplace.
  If users are both communicating but disagree with the payment amount - Field Nation will attempt to mediate after their own attempts have failed/stalled.
  
  Based on your "Field Nation will do nothing to help" comment - I wanted to make sure you saw all the effort our team puts in when there are delays. The only reason we are closing your case is because you have reported 4 separate cases for the same issue it causes confusion and we've responded multiple times about what we've done. I do see they've approved your WO now, it's up to you if you decide to work with them moving forward. Hope this helps.

  Customer response

  09/17/2021

   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.

   

  The matter has been resolve, filed nation went out of their way to get things moving and the job approved. I would like to  thank them for all their help.

   

   

*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. ↩