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 Satisfaction Services is not paying me money that their schedulers told me that they'd pay
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MisterBill
Star Contributor

NY
USA
261 Posts

Posted - 05/16/2003 :  7:47:04 PM
First let me say I have never posted something like this about a company.

That said, Satisfaction Services is not paying me money that their schedulers told me that they'd pay. I did two shops for them last year. First was right before Thanksgiving, at a sports store. I was told that I would receive $25 (some other shopper had canceled the shop and they came back to me at the last minute, having told me the job was already taken when I initially asked for it). When I got the paperwork, I saw that it said that the payment was mostly reimbursement only ($10 was bonus), so I called before doing the shop and was assured that I would get the entire $15 even if I only spent a little bit of it. So, I did the shop that night, and spent $2.12 on laces. The following month, they called me on New Year's Eve; someone else didn't do the shop (maybe the same person), could I do it that day. I had been working a half day anyway, so I went home and did the shop, only to find out when I returned to work after New Year's that they had called me at work after I left and left a message telling me that they messed up and someone else had been assigned the shop and I shouldn't do it (note they did not call me at home or send me email to tell me not to do it). I called back and told them I expected to be paid because it was their error, and they agreed. Oh yes, when scheduling this second shop, I also asked about the reimbursement payment and was told once again that I would be paid the full amount, no matter what I spent.

Anyway, a month or two later, I got paid for the first shop, a whole $12.12. I forgot to call and one of their schedulers called a couple of weeks later trying to get me to do another shop, so I pointed out the short payment (plus the fact that I had not gotten paid for the other one yet) and she told me that she would have it fixed. She once again said that I should have been paid the full amount, even if I only spent $2. Needless to say, I never got any more money from them.

Today, I got a call from them asking me to do another shop. After saying I could not do it on the day they were offering because it was out of the way for me, the scheduler said "oh, you've turned down shops 3 times" as if this was going to disqualify me from future shops (amusingly, the same scheduler called me later in the day and I also got email from them asking about the shop). Of course, one of the times I turned down a shop was a shop I had accepted to do on a Saturday, only to get the email confirmation arrive telling me that I could not do it on Saturday, just Friday or Sunday. I asked today's scheduler about my payment, and she transferred me to the person in charge of shopper payments. This is when it got very interesting. First, she acknowledged that they had my second shop in the system as "double booked", but had not sent me a check. Then, she said that they would not pay me the full amount I was promised for either shop unless I could prove, in writing, that one of the schedulers told me that I would be paid the full amount without having to spend it. Naturally, I was unable to get this because none of their schedulers ever sent stuff in writing (I do have email confirmation for the 2nd shop but it says nothing about fees); if you emailed them they'd tell you to call them. I pointed out that I would have to be an idiot to only spend $2 of $10 or 15 when I could just buy socks or something to pad it up to the full amount if I had not been told that I'd get paid the full amount no matter what I spent (not to mention I could have just returned stuff), but that's not good enough. The only scheduler whose name I remembered is conveniently no longer there, so they can't ask her. The shopper payments person told me to make sure I get their schedulers to send me stuff in email the next time. I intend to tell her there will be no next time for me. I do not do business with companies who cheat me out of my promised fees.

I'm out $21 (amusingly, they did show that I was promised a $10 bonus for the December shop but only $5 for November, even though I am sure they were both supposed to be the same). Hopefully the rest of you can learn from my experience and make sure you get stuff in writing when dealing with this company. And if they refuse to put it in writing, refuse to take the shop.

Bill

Jennifer CinNC
Member

Huntersville, NC
USA
49 Posts

Posted - 06/24/2003 :  06:51:14 AM
Here is my story. In April of this year, I contacted Satisfaction Services about my vacation plans for Myrtle Beach, SC, the 2nd week in June. Susan (the scheduler) told me about a casino shop they had available for that time frame and I accepted the shop over the phone. She said that when the date got closer, she would email me a confirmation email and that I needed to accept and email back.
That same day, I received the guidelines and pay structure for this shop. Please note that I did not ask to see these guidelines before accepting the shop, I assumed the shop was mine.

Here is the mistake that I made. Due to a chaotic schedule in May, I overlooked the fact that I had not received the all important email that I was supposed to "respond to".

As my vacation approached, I contacted Satisfaction Services three times in regard to this shop and concerns that I had about completing and submitting the shop on time due to problems with my laptop. On each occasion, I spoke with a scheduler who told me to go ahead and complete the shop, and if they had to they would take a verbal evaluation over the phone. Never once did anyone state that I was not scheduled for the shop.

I completed the shop on June 17, 2003. I called them again after the shop to explain the fact that I could not submit within 24 hours because of no internet access, and I offered to submit via telephone. I was then told to submit the evaluation upon return from my vacation, Sunday June 22.

I submitted my evaluation and called Satisfaction Services on Monday, June 23 to verify that they had received the report. I was then told by Jeanette that I was not given authorization to complete this shop and that I would not receive the reimbursement of $160 as outlined in the guidelines.

I explained that this was possibly a big oversight on my part. I further explained that I did not receive or follow-up on the authorization, but that I had participated in numerous phone calls to schedulers at Satisfaction Services concerning this particular shop, and each employee that I spoke with always told me to complete the shop as assigned (as if I WAS assigned!).

I asked why was I not told on any of those conversations that I was not scheduled to complete this shop. Debbie the manager got on the phone and said, "We have no idea who is completing what shop, all shoppers know what they are to complete and not to complete." We went back and forth on this issue and Debbie with all of her professionalism hung up on me!

I am in the process of contacting the BBB and the owners of the company. I feel that both Satisfaction Services and I are partially at fault. Currently, I am out the $160, but I am going to fight this tooth and nail!

I have learned never to trust a scheduler's word over the phone (always request and receive written backup for documentation!) and to double and triple check all of my paperwork for authenticity!

I would appreciate all help and comments about my situation.

Shop 'til you drop in Charlotte, NC and surrounding areas!
MSPA silver cert.#bomhba
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MisterBill
Star Contributor

NY
USA
261 Posts

Posted - 06/24/2003 :  7:30:18 PM
Thanks for posting this, because I think it's clear that this is not just an isolated situation. It's unfortunate that you can actually point to something that you should have done but did not. In my case, I asked their schedulers on multiple occassions whether I would get paid the entire amount even if I did not spend it (seeing as how they did not tell me this requirement when they got me to do the shop) and was told that I would. In each case, they offered the shop as a $15 shop, not $5 plus whatever you can spend up to $10. So it is left as an exercise for the reader whether their schedulers are liars, or if they're just ignorant (I prefer another word but I'm being nice here). Given that they call me multple times for shops that I say I'm not interested in doing, I'm beginning to go for #2. Sadly, the one person I had dealt with who ws actually pleasant to deal with, Jaz (her real name was also Jeanette, but a different one than the one who is telling us that we will not be paid) was very pleasant to deal with, but never put stuff in writing so it turned out to be useless.

Oh, and my point remains (sorry to go back to my problem) that I would have to be an idiot to spend $2.12 not once, but twice if I had not been told that I would be paid in full no matter what I spent. That alone should be proof that I was given incorrect information. But obviously, my word is worth nothing with them, so the only words they will get from me in the future is posts here and elsewhere warning people of the sort of company they are to deal with.

Bill
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MarthaH
Apprentice

Nashville, TN
USA
1 Posts

Posted - 06/25/2003 :  11:46:07 AM
I also was promised a bonus for a URGENT shop that needed completed. I ALSO have never received the extra $5 and it has been over a year ago.
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MisterBill
Star Contributor

NY
USA
261 Posts

Posted - 06/26/2003 :  06:34:45 AM
quote:
Originally posted by MarthaH

I also was promised a bonus for a URGENT shop that needed completed. I ALSO have never received the extra $5 and it has been over a year ago.


And I suspect you never will unless you can find an email which offered the bonus, which I'm assuming does not exist. In my case, they at least paid me the bonus, but somehow did not tell me the truth about the conditions of the shop payment, where what they told me on multiple occassions contradicted the shop instructions.

Bill
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Jennifer CinNC
Member

Huntersville, NC
USA
49 Posts

Posted - 06/26/2003 :  07:27:55 AM
If there is anyone else who has performed shops without the pay that was promised, or has other issues with this company, PLEASE, PLEASE REPLY to this post. I want to educate all other shoppers, to beware of this company. In fact, I am going to make copies of this post and reply on Satisfaction Services and I am going to send it with my letter to all managing partners of this company. I may be out $160.00, but I will make it my priority to warn all shoppers to stay away from Satisfaction Services. We all know the saying, "One unhappy person, will tell fifteen others about their experience." I'm going for 150,000 people!!!!
Have a fantastic day everyone!

Shop 'til you drop in Charlotte, NC and surrounding areas!
MSPA silver cert.#bomhba
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Angela Great Horton
Member

Lockhart, TX
USA
20 Posts

Posted - 06/26/2003 :  07:38:33 AM
I hate to say this seeing other posts, but I want to be fair. I have done one shop for this company. My scheduler clearly stated that I would only be reimbursed what I spent up to $10 plus the $5 for the shop. I didn't think the pay was high enough but I was trying to get my foot in the door for Mystery Shopping. I made sure and spent $10 and they paid me the amount promised....$15. I have not heard from them again, although and this was done in November.

Angela
MSPA Silver Certified krvehs

AHorton
Silver Certified: krvehs
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MisterBill
Star Contributor

NY
USA
261 Posts

Posted - 06/26/2003 :  07:47:26 AM
You're entitled to tell your story. Perhaps my case was different because they were emergency shops and they wanted to tell me whatever I wanted to hear to get me to do the shop. Or maybe it was just a different scheduler.

Bill
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MaryLou
Inactive

East County / San Diego, CA
USA
915 Posts

Posted - 06/26/2003 :  08:53:07 AM
JC

It sounds like you learned a hard lesson. That is the way their system works. They send you an e-mail. You accept or reject it. You didn't accept it. It was reassigned.

Every shop that I have ever done for them has been this way. I have always been paid. The instructions are insultingly simple. They even put half of them in caps!

You may just be wasting your time with the BBB, but that is only my opinion.

BTW, Bill is only out "time" not "money". It's not as if he spent $40 on unreturnable merchandise.

I would not hestitate to work for them again. They are not the most personable, chatty bunch of people, but I really don't care much about that.
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Jennifer CinNC
Member

Huntersville, NC
USA
49 Posts

Posted - 06/26/2003 :  11:40:37 AM
Marylou, it is not that I did not understand their, as you put it "insulting easy instructions". I was never emailed the confirmation for me to accept or decline. It was definitely an oversight on my part, not questioning the email. HOWEVER, after 3 diffent phone calls to them about this same shop, not once was I told that this was not my shop. In fact, I was told to complete this shop no matter what my extenuating circumstances were, in regards to completing the evaulation while on vaction. I question a company that does not know what shopper is completing what shop, as I was told by Debbie. Plus,the fact that Debbie was so incrediablly unprofessional throughtout the whole conversation, including hanging up on me. I have read other threads about companies such as this one and I have steered clear of them. I just want to give other shoppers as much information about my situation as possible and they can then make an educated decision. You never know Marylou, when you too, could make an oversight like had done. Do you want to work for/with a company that will make no admissions to their faults as well?

Shop 'til you drop in Charlotte, NC and surrounding areas!
MSPA silver cert.#bomhba
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MisterBill
Star Contributor

NY
USA
261 Posts

Posted - 06/26/2003 :  1:13:39 PM
MaryLou

First, in my case, I was not sent something to accept (the only time I did get something was for another shop, and the mail I got asking me to confirm the shop had a different date than I agreed to over the phone; I ended up rejecting the shop). For the shops I am owed money for, I was called on the phone and asked to do the job that day as an emergency shop. And they did it to me twice. Then they emailed me a link to the form and it said something different than I had been told on the phone (that is, that it was really a reimbursment + small fee shop rather than a straight "buy something, get the full amount we told you on the phone". So, I called to get clarification (because if you email them, they just tell you to call) and was told that I would get the full amount no matter what I spent.

I am not out time. I am out $7.88 for each of the two shops that I did ($10 - $2.12). Whether it's merchandise, or money I could have gotten for returning the merchandise, it's $15.76 that I am not going to see. And on the second shop I did, which it turns out they double booked (their error), they had it in their records that I had completed it but they were not going to pay it, until I called to complain several months later. Even the "show me the email" person there did not dispute that I was due the money for that shop, yet they were not planning to pay me for it until I called.

And I've actually found them to be fairly personable, with the exception of the person who handles the shopper payments. The problem is that they're not much in the email department, and that's unfortunate when they ultimately want you to produce what they told you verbally in writing (and let's be honest here, they KNOW you don't have it, because they don't send it).

Bill
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MaryLou
Inactive

East County / San Diego, CA
USA
915 Posts

Posted - 06/26/2003 :  5:26:39 PM
Re: JCin NC
If you never got the acceptance e-mail, then you never would have seen the instructions. I'm not clear on how you knew what to do on the shop if it wasn't on your board.

Re: Bill
You did not spend the whole $20. That is my only point. If you are routinely returning merchandise instead of keeping it as a reimbursement, that is your choice. I don't think that is the spirit of the shop. If you want to do a p & r for $15, that is also your choice I suppose. Basically, you got paid with $4.24 worth of shoelaces for two shops.

I would get any changes and bonuses in writing from a company that I did not know well. So, now we all know to get it in writing from Satisfaction Services.
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MisterBill
Star Contributor

NY
USA
261 Posts

Posted - 06/26/2003 :  6:07:08 PM
I don't understand why you are insisting on being so ridiculous about this. The first shop I got from them (one of the ones I am complaining about here) they did not send me email, they told me to just go to their website.

And I was told WHEN THE SHOP WAS OFFERED TO ME that it was a $15 shop (plus bonus). It was only when I looked at the instructions that I saw that it was primarily reimbursement, and you only got paid what you spent. I called my scheduler back and asked her and she said that I would get the full amount no matter what I spent. What more should I have been expected to do??? Is it so hard to realize that had I been told that it was reimbursement only based on what I spent that I would have bought socks or more shoelaces or something to make sure that I got the full value of my shop fee?? I cannot remember another shop I have done that was advertised as a $15 shop (including my required purchase), only to find in the instructions that it was actually $5 plus $10 maximum reimbursment. Shall I come out and say it directly? Their schedulers are either stupid, or they lie. Don't put the blame back on me because I believed something that an employee of their company told me on multiple occassions.

Bill
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Jennifer CinNC
Member

Huntersville, NC
USA
49 Posts

Posted - 06/26/2003 :  6:55:16 PM
Marylou----You need to reread my post. I was sent the instructions, 8 pages worth, without my asking for them. I even have a quote from the scheduler that says, "Here's the training, I thought I'd send it to you to look it over." This happened on the first day that I talked with them about this shop. This is where all the confusion began, Marylou. Why would a company send 8 pages of instructions for a shop that they have later said after the fact, was not authorized for me to complete. Confusing------You better believe it.

Shop 'til you drop in Charlotte, NC and surrounding areas!
MSPA silver cert.#bomhba
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MaryLou
Inactive

East County / San Diego, CA
USA
915 Posts

Posted - 06/26/2003 :  7:17:56 PM
Yes, JC. That does sound confusing. It is a bit different than the shops that I have done for them. (I have only done the same shops that Bill has done.) On those (in my case), you have to accept the job before you get the instructions.
My only point about not bothering with the BBB was that if you have any fault at all in the matter, I cannot imagine that you would win the case. It just seems like a lost cause. I am guessing that you didn't win any money at that casino shop? That probably would have taken the sting out of it.
Frankly, I don't wish to argue with Bill. He should have got it in writing. Good luck getting the money.
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DonnaInGA
Member

Powder Springs, GA
USA
27 Posts

Posted - 06/26/2003 :  7:26:51 PM
Maybe I do not understand what exactly this topic is about. I have read and reread the original posts. I see that the poster made some mistakes and has own up to them. I see that they are saying the company also made some mistakes. Can someone tell me exactly what we are arguing about? I see that the poster has learned a lesson and hopefully the company will come on here and give their side. However, after the first couple of post I do not understand what all of the chatter is leading to.

Mystery shoppping Georgia and Alabama
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Jennifer CinNC
Member

Huntersville, NC
USA
49 Posts

Posted - 06/26/2003 :  7:30:57 PM
Marylou---When you register a complaint with the BBB, it doesn't always mean that someone wins or loses. A lot of the time, they act as a go between, between the affected parties, to come up with a resolution that both parties can agree upon. If we don't resolve anything, then it will continue to show up on their record ,when someone checks them out with the BBB. Kind of like a red flag. Even if I had won a ton of money, I would still feel the way I do today. But on the bright side-----tons of MSers are reading this thread, this is exactly what I hoped for. Now my letter to the partners of this company goes out tomorrow!!!

Shop 'til you drop in Charlotte, NC and surrounding areas!
MSPA silver cert.#bomhba
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ChristineM
Member

TN
USA
27 Posts

Posted - 06/26/2003 :  9:42:47 PM  Send ChristineM an AOL message
I completed four shops for them last year. The last one was in November. I have been paid for all the shops. They emailed me instructions for the shop each time. Total fee was $15.00. I have not heard from them since then.


Christine
MSPA Gold Certified. Shopping parts of TN, MS, AR
MSSIC: christineTN
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MisterBill
Star Contributor

NY
USA
261 Posts

Posted - 06/27/2003 :  06:44:52 AM
quote:
Originally posted by DonnaInGA

Maybe I do not understand what exactly this topic is about. I have read and reread the original posts. I see that the poster made some mistakes and has own up to them. I see that they are saying the company also made some mistakes. Can someone tell me exactly what we are arguing about? I see that the poster has learned a lesson and hopefully the company will come on here and give their side. However, after the first couple of post I do not understand what all of the chatter is leading to.


There are two problems here. The first is mine and I did not make any mistakes and I did not "own up" to anything. I was told one thing about the reimbursement (which contradicted the written instructions, but which I asked about multiple times and each time was told the same thing) and it turned out to be something different. I also had an issue where they did not pay me for a shop that they double booked until I came after them a few months later. I haven't seen any of the apologists here finding an excuse for that one (or finding a way to blame me for it).

In JC's case, he was also told something by a scheduler there and it turned out not to be correct, and even though they told him on multiple occassions that he had the shop and sent him instructions for it, he did not.

The "chatter" is from someone who is convinced that the company is correct and that we are wrong. The only thing we did wrong was believing the schedulers we spoke to on the phone, and not getting what they were saying in writing (which would have been next to impossible since that was something that they did not do).

Bill
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Sandi In Mississippi
Star Contributor

MS
USA
1285 Posts

Posted - 06/27/2003 :  12:16:23 PM
I know nothing (about Satisfaction Services or the posters). But, I find the thread interesting. It appears that at least several shoppers who write coherent letters and express themselves pretty clearly have found the assignment process confusing and the directions less than clear. Consequently I've made a notation on my list of companies beside Satisfaction Services. This will remind me if they should have anything in my area to get everything crystal clear and in writing before embarking on a shop. Double crystal clear in fact. These types of threads are good even for some of us who are unfamiliar with the companies and shops mentioned. Doesn't mean we 100% accept everything stated or that we would never touch that company, just a "head's up" that confusion has happened in the past. I have learned so much about different companies from reading here.
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.ColleenNYC
Inactive

New York City, NY
USA
1700 Posts

Posted - 06/27/2003 :  12:27:14 PM
The BBB is not at all a waste of time. If you have a grievance with a company, not only will they act as a mediator to resolve the issue, they will keep a record of all past grievances that they review and deem as valid. In the business world a companies BBB history is very important, similar to an individuals credit report.
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