Despite an advertised 10 business day turn around for payments this schedule is never followed. No one responds to e-mails - payments still pending.
I began using YouEye back on May 13th of 2013. I've completed approximately 10 studies for them since then and despite a promised payment timeframe of maximum 10 business days, I have had to fight and beg for each payment I have received.
Since May 13th I have sent YouEye approximately 15 e-mails to their customer support e-mail address and have received only 1 response - the follow-up e-mail I sent regarding this response was never addressed either. This does not include the messages I have posted on their public help boards and attempts to contact them via their 2 way LIVE chat feature on their website which is always marked as UNAVAILABLE.
The only time I have ever been paid is after threatening to report them to the BBB. They have instantly paid me for all pending tests with no apology e-mail explaining what the delay was in the first place. This leads me to believe they are purposely withholding money and simply hoping customers won't notice.
I have two tests (Reference ID: ******** completed on June 23rd 2013 and Reference ID: ******** completed on June 20th, 2013) that I have still not been paid for. I should add that YouEye has marked study ******** as having been paid on July 9th. This is NOT so. Payment has never been received and no one will get back to me regarding this discrepancy. I have never dealt with a testing company that does not send out these payments automatically.
I'm especially concerned as YouEye uses both my voice and visual image via webcam to take their tests. If this company is behaving this untoward regarding payments - what are they doing with my image/audio? It's unsettling and more than a little frustrating.
I would like compensation for the two remaining studies - $12 each. I would also like compensation for 2 studies I avoided taking and have subsequently missed out on as I was waiting for this issue to be resolved - for a total of $48. I think this is more than fair considering the total lack of follow-up on YoyEye's end.
Business' Initial Response
Sorry for issues with payment and any missed communication. It looks like all of your payments are now up to date and paid out but unfortunately after the quoted 10 days. We had an issue with the payment system and it's schedule this past week with the 4th of July falling on Thursday. While that is not an excuse as these mix ups were something I should have personally had my eye on to ensure payments were getting where they needed to be in a timely manner.
I will leave your account active for the time being but if you wish to stop receiving emails from YouEye please let us know and we can disable your participant account with us but I hope that is not the case as your feedback has been plentiful and very helpful, I wish you could say the same about us.
If you have more questions please feel free to let us know, we are at full steam again here in the office so there should be no delay in response.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not be using your site any further. If you wish to communicate with me you can do it through the BBB website; I have stated what the issues are and what I would like done about it. As of yet, these issues have not been fully addressed.
Business' Final Response
Our records show that you have completed 9 studies. As of today (July 25, 2013), you have been paid for all 9.
You were waiting on a payment for a rejected study result that you submitted, and you may not have gotten much explanation around why it was rejected, so I can understand your frustration and confusion there. That result was rejected because it did not have microphone input. During the setup phase of every study, we provide a screen where you can test your webcam and microphone input and avoid mix-ups like this. We will work on our messaging to make this clearer for participants in the future.
***** has sent all the payments owed, as well as the additional payment for the rejected study. This should resolve the issue. I sincerely apologize for the lack of timeliness on your payments thus far.
Unfortunately, I cannot justify paying you for the studies that you did not participate in. If you choose to forgo the opportunity to participate in a study, regardless of the reason, you also forgo the opportunity to earn payment for those studies.
I regret that we could not form a long-lasting relationship with you as a member of our Participant community.
Quality Assurance Engineer & Office Manager