ComplaintsforVip Panelist

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I participated in a diaper study #****(3/15/22-4/5/22) and logged all my data, but I was told after I entered everything that I did not log in a timely manner and would not be compensated the $300. They dropped me from the study the last day after I had entered all information. They collected and are using my child’s data but not compensating me. I called VIP Panelist to inquire as to why I was not sent reminders or told earlier that I was being dropped from the study, and Lynda hung up on me. I informed them I had an immediate family member’s funeral and had been logging via paper and entered the survey information later, but they did not care. There is no way to contact anyone else at this business. This company is completely unprofessional. The instructions were unclear and the deadline information was not provided in the instructions sheet with the products. I will never participate in a study again.

  Business response

  04/11/2022

  - See attached for highlighted areas in yellow and opt in responses -

  Thank you for bringing the unclear instructions to our attention. Management is reviewing the communication templates to improve clarity based on the feedback.
  
  It is standard procedure for all study requirements to be met to receive compensation. Requirements were communicated in the panelist confirmation letter and the panelist opted in to complete all study conditions in the “About Baby” questionnaire to enter daily entries by midnight. HIGHLIGHTED BELOW IN YELLOW.
  
  However, we understand how the instructions came across unclear and understand she had a funeral. Amanda has been removed from the program and she will receive $300.00 compensation via Pre-paid ********** within 15 business days. The ********** will expire in 6 months and is not replaceable. 
  
  Please let us know if you need any additional information.
  

   

  Confirmation
  Subject: Diaper Return Confirmation - **** *ph
  
  KEEP THIS EMAIL
  Your curbside return appointment for study **** is scheduled for:
  
  Date / Time: Test April 6th, 2022
  
  Location: Discovery Center in Finneytown
  6280 Center Hill Avenue, Entrance #5, Cincinnati, OH 45224
  
  **See IMPORTANT parking instructions below**
  
  Parking Pass - Directions - ****** Map
  
  Number of visits: 1 visit return products "curbside", plan up to 30 minutes
  
  Compensation: $300 for completing all study requirements.  (If you are a P&G Employee you will receive 600 e-coupons for compensation)
  
  YOUR TASKS:
  Return all urine only, defective or unused diapers as scheduled
  *Please bring your driver’s license or government issued ID
  Important Parking Instructions for Panelists
  Please make sure you have all test materials for return in your trunk before arriving
  the operators cannot touch items in the car to make room
  Follow the directions to Discovery Center parking lot by the FROG
  Park in one of the spaces labeled as Curbside Parking
  if possible, leave a parking space between your car and any other car already there
  After you park, call ###-###-#### and tell the receptionist that you are here for study **** Number] - give them your name, make, model and color of your car
  Open the trunk from the inside of your car
  if your car does not have an automatic opener, you can get out to open the truck or rear hatch then get back in your car
  Remain in your car (please DO NOT enter the building) an operator will come to your car to get the test product
  You will need to show your ID through the closed window
  Once you are confirmed and the product picked up, you will close the trunk and you are ready to leave
  If you have questions, please contact us as shown below. Ask for Lynda and reference study ****.
  
  If you participate in a study and complete all requirements you will receive your compensation as a pre-paid ******** **** card within 15 business days after the study has been completed. Please remember, your pre-paid **** card is only valid for 6 MONTHS.
  
  IMPORTANT MESSAGE TO PANELISTS WHO DO NOT SHOW FOR STUDIES
  
  Your participation is essential to our researchers; however, we realize ''LIFE'' happens.
  
  If you are unable to make it at your scheduled time, we just ask that you call to let us know so we can schedule another panelist who would love to take your place. As long as we are informed 24 hours in advance, you will have the opportunity to continue to participate in future panels.
  
  
  Phone: ###-###-####
  Email: [email protected]
  Web: VIPpanelist.com
  To receive text messages Text the word ALERT to *****
  
  To ensure you continue to receive messages from us, please add [email protected] to your email address book.
  
  Trust is the cornerstone of our corporate mission, and the success of our business depends on it. PRT Panels is committed to maintaining your trust by protecting personal information we collect about you, our consumers. Visit our Privacy Guidelines for the full details of our Privacy Statement.
  If you no longer wish to receive emails from PRT Panels, click UNSUBSCRIBE.
  
  
  Our records show panelist opted into the compensation agreement and to enter daily diaper data entries in the About Baby Questionnaire. Panelist did have the choice to Opt Out if she could not meet all the study requirements. – Opt In  or Choice to  Opt Out.
  
  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 18th, I completed a 2 week take home Product Study for VIP Panelist. (***** ************) I was told I would receive compensation for my participation in 7 to 14 days. That time came and went. On December 3rd, I called VIP Panelist and was told the **** debit card had been sent to my home address. I waited another 2 days. No **** debit card. I called VIP panelist back & I suggested they call the bank to find out what happened to my payment. A voice message from VIP Panelist was left on my phone that same day, stating the banks name and their phone number to call & inquire about my **** debit card. They could not get any information about the card because it was not their funds. I find this to be a joke. They are supposed to have ordered the **** cards from this bank, but the bank will not give them information about information they submitted to them in the first place? This is ludicrous and I feel they're giving me the runaround. When I called the bank, they had absolutely nothing on my name or address, or phone number. She stated she would order my card. VIP Panelist dropped the ball and did absolutely nothing. I'm certain when their payday rolls around, they're waiting with anticipation for they money so they can take care of business. I expect the same, especially when I have met all requirements of this study and completed everything necessary to be paid.

  Business response

  01/06/2022

  We apologize for the delay in payment, and we appreciate the feedback. The panelist has been removed from the VIP Panelist database per request.
  

  Management has followed up with the bank to determine why there was a delay in the November payment.
  
  The bank informed us they are experiencing supply chain/material issues similar to many vendors across America. Due to the supply chain/material shortage, the timing to receive payment has increased an additional 15-20 business days. (i.e., excluding holidays). VIP Panelist was not aware the bank was experiencing delays in the supply chain.  
  
  The recruiting staff is limited on payment information. They can provide the amount and when the card was processed. Any further details about the card are considered private information and can only be provided to the cardholder.
  
  The recruiting staff has been reminded they can escalate questions to the management team per the panelist’s request. The management team can investigate and escalate issues to the bank directly.
  
  Current Status of the $150 payment:
  Created on November 23rd , 2021
  Shipped on December 22nd, 2021
  Card reflects spend activity of full amount ($150.00) then refund amount of $129.21
  Customer reported the card lost on 1/4/22
  1/4/22 - Bank reissuing a new card with the remaining balance $129.21
  
  Lost or Fraudulent claims are managed directly between the bank and the panelist.
  
  Since the payment was shipped, showed spend activity, and reported lost, the $150.00 payment is considered fully processed.
  
  Please let us know if you have any other questions.

  Customer response

  01/07/2022

  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 hope they have removed me from their database, as I will not participate with any other studies they have.  Their form of payment is less than acceptable because

  other companies who have studies of this nature, pay the participants UPON COMPLETION.  Their form of paying participants is outdated and UNACCEPTABLE.
  
  Regards,
  
  ***** ******
  

*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. ↩