Complaints

This profile includes complaints for Survey.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Survey.com

  1 Beacon St Boston, MA 02108-3107

• 

  Survey.com

  615 S College St Charlotte, NC 28202-3354

• 

  Survey.com

  535 Mission St Fl 14 San Francisco, CA 94105-3253

• 

  Survey.com

  220 NW 8th Ave Portland, OR 97209-3503

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:10/03/2023

  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.

  This company is sends people out to perform restocks and resets at locations without ensuring that the product necessary for the job is there and then. Processed to call you and messages you repeatedly in excess of 3 times every 15 to 30 minutes for hours a day and although the app they make you use WILL NOT allow you to do anything without completing the tasks. They continue to refuse to pay for the work completed and will use any reason to do so from deleting photos uploaded to assignments to locking you out from resending information on the app

  Business Response

  Date: 10/03/2023

  Dear User, 

  We value your feedback as it is important for us to ensure our Independent Contractors have a clear resolution to concerns they may have. Regarding the projects, there may be times when a delivery has not arrived or unforeseen issues occur with shelves, store closures, or inability to complete due to missing items. This is why we ask that all information is documented clearly within our survey with text and photos, to ensure we can see the before and after and have the documentation to share with our client. As you may know, attendance is important, so if a message is sent to confirm your attendance or estimated time onsite, and there is no response, you may receive another message, so we can confirm when the work will be completed. We are more than happy to discuss the other issues regarding your work; however, would like to confirm that as promised in recent communications, a review was made and the work was approved. As with any project, all documents and photos should be submitted at the time of upload, for full review of the deliverables to be approved. 

  If you should have any further concerns please reach out through the apps messaging center or please contact us through ****************** so we can assist with any concerns you may have. 

  Best regards, 

  Survey Merchandiser. 

   

• Initial Complaint

  Date:09/11/2023

  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.

  09/11/2023 I just started working as an Independent Field Representative and I recently encountered a manager at a location that not only was not comfortable with me going into the stockroom in order to restock the shelves of the product I was there to audit and merchandise, but he also informed me that there had been an email sent to the managers of this company stating that Reps of Survey.com should not be allowed on premises or to take photos. Having worked retail in the past I completely understand the concern they have with what is being asked of the Field Reps. **** is concerning to me is that the company felt the need to inform all of their locations not to allow Survey.com IFRs (Independent Field Representatives) on site or to take pictures of any kind. This could be due to a few bad apples not properly informing the staff as to what exactly they are doing and/stealing product. The other question this raises to me is that I as an IFR have no contact with the client which has hired Survey.com to send me to this location beyond whether my submissions are approved or not, not do I know what these photos are being used for. Could I possibly be contributing to ***************, corporate espionage, or something similar? I don't know. Aside from some jobs which do have proper authorization from the vendor's company, many of these I simply have the authorization from the app which is flimsy at best in regards to what I am being asked to do. I just want to make sure that I am not possibly contributing to something nefarious.

  Business Response

  Date: 09/11/2023

  Hello ******, 

  We received your message and can assure you that as an Independent Contractor, using our Survey.com Platform, you are helping brands and retailers all over harness the power of digital technology, so we can provide a great shopping experience for customers. The Surveys completed aid in the goal of executing retail strategy better and assist our clients in understanding what is happening in store. We value all feedback and instore experience, so thank you for sharing this with us. We will gladly reach out to you and discuss further, if you like. Please also note that you can reach out to us through the apps messaging center, so we can address these concerns directly. 

  Best, 

  Survey Merchandiser. 

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  I have reached out to the customer service number provided to me and the individual I spoke to seemed to be more concerned with whether I had gotten the name of the manager who told me I was not allowed to do the work asked of me and whether I had taken a picture of the front of the store or not instead of addressing my concerns as to what I was really contributing to. I understand that in many of the jobs it asks for me to take a photo of the front of the store to prove that I have gone to the correct one whatnot. However, these jobs I had taken for the day were not asking for storefront pictures in the Get Started section. On top of that the gentleman said I was not allowed to take photos. Period. As I stated in my last message, I have worked in retail much of my life so I was not going to try and argue semantics with a manager over an $8 job. What concerns me is that there is an email being sent to the managers of these locations informing them not to allow us into the stores. I also take umbrage with the fact that the business called me an Independent Contractor in their response, when 1) It says that I am an Independent Field Representative (IFR) per the app provided to me, 2) I work as a freelance audio engineer as my primary (I have to pay for my business taxes and my own insurance, and have to submit a W9 to my clients) and this is not how a job I would trust in that field to be handled, and 3) Survery.com fell under a class action lawsuit for this exact misclassification of Independent Contractors in 2018. I had some minor concerns as to whether the clients hiring Survey.com, and therefore the IFRs, are legitimate or not. The business' response does not address this concern or the fact that the IFRs have no contact with the clients at all. The interaction with this gentleman today brought more weight to those concerns and I am simply trying to seek answers to my stated questions which keep seeming to be dodged or made to seem unimportant.

  
  Regards,

  ******

   

   

  Business Response

  Date: 09/12/2023

  Hi ******, 

  We understand your concerns and they are our utmost priority to have these concerned reviewed. The manager name is asked so we can further investigate the issue and communicate these concerns to our client, so they are aware of these situations. These types of things do occur and and when they do, we want to proactively investigate the situation as per our protocol. We appreciate your experience working within the retail industry and remaining professional with the staff when asked not to take any further photos, we always recommend that our Independent Contractors polity remove themselves from the store and thank the manager or staff for their time. The reason why the store front photo was asked is because it is a question within the getting started section of the survey, this helps us confirm your presence at the store location based on GIO location and time stamp in relation to you starting your visit. 

  Regarding your concerns around the verbiage of Independent Contractor, your taxes, or insurance as a part of our third party payment provider, *********, we kindly ask that you refer to the Terms of Service in which you have agreed to, to work on our platform, as it is made in adherence to the rules governing our ability to engage our Merchandisers as independent contractors. If you have further questions regarding any of these concerns, please submit an email to ******************* so we may further address them.

  Best, 

  Survey Merchandiser. 

   

• Initial Complaint

  Date:06/26/2023

  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.

  Too picky in job submissions. The liquor stores I got thrown out of twice so trying to take discreet pictures is almost impossible when you have 4 employees following you around. Then two hours to upload an insane amount of photos only to be rejected after two trips. This assistarts at a measly $10. Waste of my time and they have plenty of photos to submit. Also in the beginning, this guy was calling me every day, for "onboarding". I am not looking to make a career, so don't call and text me all day long, then email me the same thing. God awful waste of time.

  Business Response

  Date: 06/26/2023

  Dear User, 

  We appreciate the detail as it allows us to further investigate and provide clarification where needed. Regarding our IR projects, we do provide an extensive amount of information, as well as a video, and training survey to aid with how important the quality of photos are. We try to make the survey's clear, so we do provide example pictures of what each section should look like. This allows our users to understand the quality needed for our clients. Unfortunately, when photos are angled, blurry, cut off, or incomplete, we are unable to use them.

  In the even of a kick out, we do understand that this happens. Our projects detail out how the payment process works as well as asks users for their confirmation on the payment structure before proceeding. 

  We take all feedback very seriously and appreciate your additional feedback regarding our Onboarding calls. We do have Onboarders to help our users understand how to use the app, take photos, troubleshoot issues, and get them started, so they are successful in all work completed within the app. We're sorry to see this was overwhelming as that is not the intention. Again, we appreciate this feedback and are always happy to discuss further. Please feel free to reach our Rep ******* team at ************. 

   

  Thank you, 

  Survey Merchandiser. 

   

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I don't accept this as it is a form response and I think I should have had another chance with more specific explanation as to which photos were a problem so I can complete what I put so much work into, rather than the job being reposted with higher pay for someone else to start all over. I sent plenty of extra photos which should have covered any needs the client wanted. It is virtually impossible to send perfect photos when 4 store employees are following you around like a criminal. As I explained in a past event with the same store, these should be revealed and not covert shops as no store should be expected to have someone spending such a long time in the store, but not purchasing. If you look on reddit and glass door, my complaint is common. I want to be paid for my time. I hope I can find a class action suit against this unfair company.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 06/26/2023

  Hello, 

  We completely understand where you are coming from and so sorry to see that this was your experience in store. We encourage as much documentation within the survey as possible, so we can report these situations. We had this situation escalated and it has been resolved. We appreciate your continued communication while we investigated the situation further from our end. 

  Thank you, 

  Survey Merchandiser. 

• Initial Complaint

  Date:05/16/2023

  Type:Order 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.

  There are a few things that bring up caution with this business. As it is stated to be a Independant Contractor type of work. Where as many know makes you responsible for your own insurance and taxes (****) among other factors. Though this business charges a fee in order to pay its contractors. So you are getting money deducted from your pay, and this is stated to be for insurance while on the job. Sounds odd as that is specifically why as an IC you have your own insurance because you are not employed by a company and they are not responsible for you. Charging this fee would imply that they are considered an IC's employer otherwise they could not charge this. They claim its more so for workers comp but again as an IC, you are not employed by a company and they are not liable for you. Additionally another alarming matter is that for many IC, a EIN is used, this is in replacement to a SSN, which is never provided with a EIN as this is your form of identity. However they claim that a EIN is not a form of identity, although the *** is who provide individuals with one. And for this they require you to provide your SSN in addition to your EIN and ask you to send them a copy of your SSN card. Now this would not be a big deal if what was being spoken about was an employer for a W2 company and a physical person from HR you deal with. Though for a **** IC worker it brings concern as to why they need a copy of your physical card yet alone your SSN when you give them a EIN

  Business Response

  Date: 05/16/2023

  Hello User, 

  We appreciate you reaching out. We are more than happy to help share additional information about our third party payment provider. We understand your main concern is around the ********* processing fees. ********* changes a processing fee of ****% of the requested payment. The insurance fee is 1.3% of the requested payment. That's a total of ****% in fees and the fees are deducted from every payment with the exception of reimbursements. Any reimbursement is paid back at 3.1% to ensure our users receive their full out of pocket purchase funds back, this is applied (if there were reimbursements) on the first business day of each new month. 

  ********* offers Occupational Health insurance. Survey is requiring merchandisers to be insured because If you get hurt while completing a Survey project, we want you to be covered. Getting occupational accident insurance is challenging. We chose ********* because they are set up to provide you with insurance through their marketplace. They have been around for more than 20 years, have more than ****** customers, process payments for more than ******* contractors, and process more than $2,500,000,000 (2.5 billion) in payments per year. They are a great solution for independent contractor payments. 

  ********* is our only payment method and is required to perform work on our platform. Within our Terms of Service, section 7.2, all of our users acknowledge and agree that they will, or may be charged third-party fees. We have attached section 7.2 here for reference. 

  Regarding your concern on the **** Openfroce sends all of our contractors a ****. To do this a W-9 is required and users can enter in the **** which can also be the U.S Social Security Number. If the *** check does not go through a user will be asked for the *** and may need to upload it as part of the verification process.  

   

  Again, we appreciate your feedback and hope that this information was helpful. You can also find more information on our ********* payment method at *******************************************************************************************************************************;

   

  Thank you. 

   

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  T

   

   This information does not validate the reason why a company is deducting insurance from a independent contractor. Per the laws of being a **** worker, a Independent contractor is the one responsible for paying our own insurance. If a business is deducting these cost then the individual is not considered an independent contractor but rather an employee for that business. In which means the employer is responsible to issue a w2, deducting all applicable taxes, instead of a ****. In addition when speaking to a representative from ********* they stated they are not the ones who require insurance as they simply are a payment processor. And that survey.com are the ones that require insurance to be paid. Upon speaking to others who have worked with survey.com this past year and received a **** they also stated that survey.com was claiming the amount that was deducted was not appearing as a deduction to employer but rather full payments paid to the independent contractor. 

  in regards to the statement made that SSN is only required if EIN is not verified, is false. Upon speaking to *********, it was mentioned that they require SSN even if using a EIN, because a EIN is not a form of validation. In order to even apply they require collection of both no matter what. There is no workaround, as per *********, they must first collect an individuals SSN and then later if a individual should have a EIN then they allow it to be provided. 

   

  There seems to be a bit of discrepancies between Survey.com and *********. One says it's the other who is the reason why things are done a certain way. While the other claims its the other party for the reason why fees and SSN and EIN are collected. To add onto this, when speaking to IRS, it was instructed that when a EIN is collected they validate an individuals identity upon a business submitting it. There is no reason why a company requires a SSN before they allow someone to use their EIN. 

  Business Response

  Date: 05/19/2023

  Dear User, 

  All Independent Contractors are free to accept or decline our terms of service. We are more than happy to further explain the Terms of Service as well as information requested to enroll with our Third Party Payment Provider, which is our only payment method to work on our platform. You can reach out to us through ******************* we are always happy to review, so contractors can make an informed decision on if they would like to work on the platform. 

  Thank you. 

  Survey Merchandiser. 
  

   

• Initial Complaint

  Date:04/25/2023

  Type:Sales and Advertising 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 entered into an agreement with this company for a job. I went to the store and completed it. It turned out I had gone to the wrong store. The company asked me to return to the correct store and I did. In the app, I went back through and deleted the old photos and uploaded the new ones from the correct store. I still have the photo I took from outside the store that includes metadata of the location and time it was taken. The store has video that shows me wandering around and taking photos. I uploaded all the new photos and submitted them for approval. 24 hours later the company claims that they will not pay me because the photos are from the wrong store. I explained to them again that I had in the beginning gone to the wrong store, but if they would review the photos I submitted they would see that I had gone back to the store requested and taken photos at the correct store. I even uploaded the photo I still had on my phone to show them I had gone back to the correct store. They are still refusing to compensate me for this job and insisting that I did not complete it, despite my showing evidence that I did. No resolution has been offered to me at this time and I have been denied compensation for my work. I received an email from *************************** of Survey.com Support (04/25/2023 @ 9:58am EDT) stating that my visit had been invalidated and that I would not be compensated.

  Business Response

  Date: 04/25/2023

  Hello, 

  We appreciate you reaching out and providing the details of your experience and the confirmation that the first visit was in the *********** location. In reviewing the upload, we can see that the storefront does show the correct address, however, the other photos you uploaded into the survey are still from the incorrect location. We see that they were taken from ***** ******************** and not ******************************************* If you would like to reach out to ** directly, through our support line, #************, we can review the locations and share the snapshot of the location in which the uploaded photos came from. Unfortunately, they were not from the correct location, which is why we were unable to approve the visit. 

  Thank you. 

  Survey Merchandiser. 

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

   

   

  [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

   

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint 

   

   

   

   

   

  I do not accept this excuse without ************* from said company that the images are from the first store. I went back in and one at a time deleted the old photos and tool and uploaded new photos. Prove me wrong or compensate me. 

   

  Regards,

  *******

   

   

   

   

   

   

  Business Response

  Date: 04/28/2023

  Dear User, 

  We have reached out directly from our platform to share detailed information, including photos to help show that the pictures taken for the project were from the wrong location. Unfortunately, we cannot share all photos here due to security purposes. We appreciate that you attempted to delete all previously taken photos, however only 3 of the 62 photos you uploaded were from the right store location, so it could be that some of the old photos were reloaded. For specific reference we included in our message via email the three correct photos and all photos that shows from the wrong location. 

  Every photo has the time stamp, and GPS, as this is further proof that the photos are authentic and from the accurate store location. 

  Unfortunately, the visit did not satisfy any of the validation requirements which is why it was invalidated. 

  Please feel free to contact ** directly through our support line at #************ and we are more than happy to help answer any additional questions. 

  Thank you, Survey Merchandiser. 

   

   

   

   

   

   

• Initial Complaint

  Date:03/28/2023

  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 done several jobs for this company and have had trouble with almost every one. The app never worked properly so it was difficult to complete a job the way they wanted. My issue is that they misrepresented how much money I would have to spend on a particular assignment. I questioned the validity of the job because the app refused to let me see details. After the rep told me the basic details, I accepted the job. What should have costs me ******************************* 211 dollars. Not only did they reimburse me in the form of INCOME payment, I had to pay to get my money, along with additional fees I was not told about. So, now I have to pay income taxes on the money I spent in the store since they are saying its income. And then to have to pay a fee to withdrawal my money is ridiculous. They owe me a good bit of my money back. I never made any money off any job since I always had to return due to an app error. This job ended up costing me way more than I made. I have attached proof they wouldn't let me view the project as well as a surprise message explaining the new fees. I had been told by a representative who recorded the call, that the 211 dollar reimbursement is going to be recorded as income, so they have the proof on that.

  Business Response

  Date: 03/29/2023

  Dear User, 

  First, we appreciate the level of detail and your dedication with the use of our app, thank you for reaching out to contact us further. We are sorry to see that your experience with the app has not been great. In reviewing the specific location you are speaking of, the project overview provides the below details, so we can help set the best expectations. Each store location may vary in the amount of product, so the average cost per store is listed to help our users make the decision to claim the visits. 
  

  - Take pictures of the products and record requested information
  

  - Purchase the products and take picture of the receipt 
  
  
  **Please note, for this visit you are required to purchase ALL the available stock of Stuffed Puffs. If you are not willing to buy, please do not claim this job. Not complying with the purchase will IMMEDIATELY invalidate your visit**
  Estimated unit price is $1.24 - Expected average purchase per store $35
  
  **Reimbursements are approved within 48 business hours of visit upload**

   

  In further review of your account, you were paid in full for the visit and your reimbursement was also paid out, within 24 hours of your uploaded information. Please note that the message you received from the agent is accurate. Any payment requests made are subject to the ****% of the requested payment and the insurance fee is 1.3% of the requested payment. This is a total of 2.95%. 

  Reimbursements on the other hand are handled a little differently as we want to ensure all of our users receive their full payment back. Due to Openforces deductions reimbursements generate a 3.1% commission that will be paid out to you on the first business day of every month, to ensure you receive your full reimbursement. On Monday 4/3/23 you will see a payment called "********* Fee Payment (Reimbursements) from Survey.com" which is the 3.1% commission that ********* originally took from your request. 

  We do appreciate and value your feedback as we are always looking to improve. We are happy to answer any and all questions you may have to help your user experience

   

  Thank you for all that you do. 

   

   

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not understand the 3.1% commission. What does that even mean? You are going to pay me an additional 3.1%? I haven't seen that. 

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  April

   

   

  Business Response

  Date: 04/04/2023

  Dear User, 

   

  We're happy to help explain further and apologize that there is still confusion. The 3.1% commission that we add back for reimbursements accounts for the funds that ********* takes when you request payment due to the ******************************* and fees. Here is the breakdown for any reimbursement. 

  3.1% is the commission we give back to ensure full payment is received.
  
  If a rep had a $5 reimbursement:
  
  $5 * ****% = $0.15 in fees
  
  $5 * 3.1% (the commission we add back) = $0.16   ****% fees = $0.16. 
  
  

  The 3.1% allows all reps to receive their full payment back, as you can see from the above breakdown, even with the fee deduction from *********. Please note that you will see your ********* ************************ on your account today, Tuesday 4/4/23. 

   

  Thank you and please feel free to reach out to us at our main support line for any additional questions or concerns at #************

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  No additional monies were added to my account on Tuesday. It is now Thursday and my balance is still zero. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  April

   

   

  Business Response

  Date: 04/18/2023

  Hello BBB, 
  
  We are reaching out in regard to complaint #********, submitted by ***********************. We're sorry to see that there is still confusion on this matter and are looking to provide further details. ***** completed the Stuffed Puffs project on 3/12/2023 and was paid $12.00 for the job. ***** spent $211.42 on the purchases required to complete the project objective. On 3/12/2023 a reimbursement in the amount of $211.42 was added to her account. Due to *********, our third-party payment provider and only payment method, taking ****% in fees, Survey.com pays an "********* Fee Payment (Reimbursements)" at 3.1% to ensure that the users receive their full payment back. The "********* Fee Payment (Reimbursements) from Survey.com" is applied on the first business day of each month. 
  
  As responded withing the BBB ticket, this was applied to *************************** account on Tuesday 4/4/23. Please see attachments of the payments submitted for April. 
  
  We hope that this email helps to provide further insight and confirmation that this user was paid in full for her reimbursement. 
  
  Please let us know if there is anything further that *** be needed from our end. 

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  
  I still have not gotten reimbursed for those fees! And I will have to pay income tax on the 211 since it was reimbursed as income. This site is a scam  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  April

   

   

• Initial Complaint

  Date:03/09/2023

  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.

  The company is fraudulent when paying independent contractors. The payment is wrong. Employees are kicked out of the store and are not authorized to work these assignments. The employees that work in the customer service center harass the contractors while inside the store.

  Business Response

  Date: 03/10/2023

  Hello, 

   

  We appreciate you reaching out to bring your concerns to our attention. We're sorry to see that this is your experience. Here at Survey none of the payments issued by Survey.com are fraudulent. Payment terms are fully disclosed prior to the visits being accepted by our independent contractors. By accepting an assignments or claiming a store, you are entering into a binging legal agreement with Survey.com to provide the deliverables for the payment specified in the project description. Failure to upload the complete deliverables may result in all or a portion of the payment being withheld.

  As an independent contractor there may be situations where you are asked to leave. In cases such as this Survey.com is transparent in providing the best practices to ensure our independent contractors are set up for success and are provided with the best practices. These best practices ensure our independent contractors know how to navigate the situation and politely communicate with the store employees, so they can remove themselves from the location. All information must be documented within the survey to show what happened at the store. 

  Survey is here to support and we highly encourage you to reach out to us directly at our support line ************ so we may address any additional concerns you may have. 

• Initial Complaint

  Date:03/07/2023

  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 complete assignments and keep documents of every day I work once the assignments have been completed they change the amount that was promised to me or don't pay me for the full amount of time I was there working and when I ask to speak to someone other than an employee taking phone calls they refuse to give me a number. In the last 12 months they have took over $1300.00 in money I have earned.

  Business Response

  Date: 03/08/2023

  Hello, 

   

  In review of all completed work on the platform, we can see that some locations were not completed with the required satisfactory deliverables. Deliverables are the photos, videos, audio files, text-based comments, and information generated during the store visit that will be delivered by Survey.com to a client. Failure to upload and complete deliverables may result in all or a portion of the payment being withheld. Each of the visits that were uploaded were reviewed and paid out accordingly based on the deliverables uploaded by the user. Within each survey the application lists all tasks required to complete each visit. For any visit, the user agrees to use their best effort to complete all tasks such that the deliverables are satisfactory to us and the Survey.com client. By accepting an assignment or claiming a store, the user is entering into a binding legal agreement with Survey.com to provide the deliverables for the payment specified in the project description. 

  If the deliverables do not meet the requirements it may result in all or a portion of the payment being withheld. 

   

  We appreciate your continued support and all work completed on our platform. Please feel free to reach out to our Support line at ************ for any questions, we are always happy to assist. 

• Initial Complaint

  Date:11/27/2022

  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 did several assignments for this company. The payout varied. Conveniently the ones that were rejected were $25+. The ones that were approved were also conveniently $10. For the ones that were rejected I was asked to correct what didn't need to be corrected and complete tasks that were not in the instructions. I am not ever doing anything on this platform again. However I wish to be compensated for my time and gas and lack of payment that I did not receive. I estimate about $225 is what I am owed.

  Business Response

  Date: 11/28/2022

  Hello,

  We are sorry to see that this was your experience using our app and working the visits. In review of the visits that were invalidated, the Survey asks that you capture all Liquor Floor Displays as per the instructions. While you did a nice job of taking a front photo, all other sides of the required displays were missing. Some of the photos taken were taken at an angle, cutting off parts of the displays. The specific surveys that were invalidated call for photos that are straight, clear, and high quality, in order for us to use the data. For these reasons, there is a display training that helps you to prepare for the survey, we have attached a photo of what this looked like in the Survey. All visits were put back on the list for you to return to the store with detailed instructions on what needed to be added, along with a photo capture guideline video, to further help show how to take the pictures. Unfortunately, you did not return to the store locations to finish the survey. 

  Thank you, 

   

  Survey.com

• Initial Complaint

  Date:08/05/2022

  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 wasnt paid for over 12hrs of a shift that I completed on 7/28. The company stated that I submitted pictures for the date 7/30. Which is impossible due to I submitted and uploaded my time on 7/29. So how could pictures from 7/30 be uploaded? I sent documentation of all pictures from 7/28 that includes name tags and log books that had to be signed for the date 7/28. I also have messages from the frito lay manager requesting me to go to each location to restock. I have reached out numerous times regarding the issue but have not heard back from anyone. Cnt speak with the coordinator who is supposed to be over everything not have they reached out after I have requested a call, email or text to get this rectified. There is no corporate number to reach the ceo. I am just out of almost $300 that I work very hard for but no one cares bc its not there money. I am going to consult with my lawyer in regards to the next steps to follow to get the payment that is rightfully mines!

  Business Response

  Date: 04/17/2023

  Dear User, 

  We appreciate you reaching out regarding the issue you had and for reporting it on 8/5/22 and for the delay in response on this platform. It appears that on the same date of submission, 8/5/2022, we were able to rectify the situation as we discussed it through the app message center and we were able to approve the work you completed on 7/28/22. We value all of the work you have completed on our platform and appreciate all that you do. 

   

  Thank you.