Complaints

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:09/24/2023

  Type:Billing 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.

  Yea Im writing because my account was deactivated for not completing a few shops which I take total blame for and apologize about. Ive been sick with ***** and other matters happened where I couldnt complete the shops that werent my fault. I was with them for many years and always did a lot of shops with great detail and complete honesty.I wanted another chance. Stuff happens they dont realize this. I get its a business sometimes you cant control things. My history should show that with completed shops. They have also been a very tough company to reach and all the people have been rude you speak with. Ive emailed probably 50 times and get one response a month later. Im just wanting my account restored Im a hard worker and do what Im supposed to do. It was out of my control being sick and the roads closed to paint the road and replace pipes.

  

  Business Response

  Date: 09/25/2023

  Hi, please note the following details:

  - Once we removed him from the system as a shopper, he wrote in and we gave him a final warning about cancellations and reinstated him.  Cancellations seriously affect our client completion rates.

  -  Then the cancels continued despite our warning and we elected to remove him from the shopping side and moved him to a "do not reinstate" status

  - Once we explained that we severed the *** then he reapplied under a different name with the same SSN/SIN and we caught him trying to lie.  As a result, the lie will not be tolerated and will stand behind out decision to no longer use him as an independent contractor.

  - 54 cancels between July 2018 and  September 2023

  - 3 invalids between March 2019 and April 2023

  - 26 approved/valid shops between February 2019 and August 2023

   

• Initial Complaint

  Date:07/19/2023

  Type:Billing 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 worked for this company in the past and my account was deactivated. I no longer want any of my information stored in any of there systems and that all of my personal information and all information about me be removed.

  

  Business Response

  Date: 07/20/2023

  Hi, this person provided an invalid SSN so they were never able to do a shop.  Their information has been expunged as of July 19, 2023, per the invalid SSN.

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20346219
  
  I am rejecting this response because: I put in my business tax ID number which should have shown up with the *** sent I received it from them. Next, I back in to try to resign up and it will not allow me to as it states " Thank you for your interest,,, we regret we will not be able to accept you as a shopper at this time. I tried twice and got the same thing.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/24/2023

  Hi, we do not accept business tax ID numbers.  As previously stated, your information has been expunged, per your original request. 

• Initial Complaint

  Date:07/03/2023

  Type:Billing 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.

  Market Force inactivated my account, which is fine and in their right. However, they're refusing to release money that I am owed, legally and rightfully and using that the fact they inactivated my account as a reason as to not pay me. I cannot even gather specifics because I cannot access my account and their rep is saying "that's your responsibility, oh well"

  

  Business Response

  Date: 07/05/2023

  Good day - this shopper had outstanding, uncashed checks from 2022.  The shopper wrote into our help desk on June 27, 2023.  Unfortunately, since the 90 day window to cash the check(s) has passed, we cannot assist the shopper. 

• Initial Complaint

  Date:05/23/2023

  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 did a mystery shop at Five Guys. One of the guidelines for the shop was to evaluate the bathroom IF the location has a public restroom for customer use. There was a sign up front that said the bathroom was not open for customer use. In my report I said there was not a public bathroom. My shop was marked invalid because I didn't evaluate the bathroom and I emailed Market Force telling them the bathroom was not open to customers. They emailed me back saying that location does have a public restroom. Apparently it was only closed at the time of my visit, I had never been in that restaurant and when I saw the sign I assumed the bathroom was never open for customers. I told Market Force this and they acted like it didn't matter. I spent my own money expecting to be reimbursed, did the shop how I was supposed to expecting to be paid. It makes no sense for the shop to be invalid if I obviously couldn't evaluate a bathroom that wasn't open.

  

  Business Response

  Date: 05/25/2023

  Thank you for writing in.  I have paid you.  In the future, please reach out to help desk so we can assist you.

• Initial Complaint

  Date:05/22/2023

  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.

  So I did a mystery shop at five guys. Everything was accepted and i was mailed a check. I go and cash the check and then today get a letter from my bank that your checked bounce so now am not only out the money I paid for the mystery shop. I also have to pay a $5 fee on top of that. I would like a refund for my mystery shop and the $5 fee I was charged because of your mistake.

  

  Business Response

  Date: 05/30/2023

  Hi, this is the manager of the help desk which assists with shopper payments.  My team and I have no record of receiving any emails from *************************/Viula.  The complainant needs to email into our help desk with the confirmed address, shopper ID, correct legal last name and we will assist them from there.  The account freeze is extremely odd to me so I will get that addressed once I hear from the complainant.  The shop was approved and attempted to be paid out.  We will most certainly honor the payment but I need a due diligence path in my records for the payment.  Thank you!

• Initial Complaint

  Date:03/31/2023

  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.

  Worked as an independent contractor for them and they dont reimburse like they are supposed and never paid for work . I complained and then the blocked me from tracking my work and money owed, and wont return a call or email.

  

  Business Response

  Date: 04/03/2023

  Good morning - we did respond to this person when they asked for their tax information.  It was explained that we cannot, by law, provide tax information for the current year.  The shopper has three approved shops for March 2023 and those will be paid out the week of April 17, 2023 with the rest of shoppers who have approved March shop dates.  Since they signed up with ** on June 23, 2022, they have cancelled 37 shops between 2022 and 2023.  Please also see the attached email to ** with many expletives that are unprofessional and unacceptable.  We do not tolerate that type of behavior, thus we have terminated the Independent Contractor Agreement.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19878272
  
  I am rejecting this response because: yes, you did you did recieve that email after I spent $ **************************************************************************************************************** to review my business records as I am an independent contractor and have that right. 
  

  I'm sort of surprised by your arrogance when you are the thief. Im not the only one who has experienced this with you either. I bet if we ran a ****** ad on who has been ripped off by you,  there would hundreds of not thousands. 
  

  No one stands up to because of your propped self created reviews but the shoppers know the difference. 

  
  
  ***************************

  

  Business Response

  Date: 05/15/2023

  This particular shopper was paid on April 20th for the three approved shops in March 2023.  Shopper has no other outstanding unpaid shops so I do not know why they stated we stole their money and are thieves.

  As previously stated in the first response, they asked for tax information which is not provided via a **** until the following calendar year.  Additionally, this person used multiple expletives in communication and, as stated, it will not be tolerated.  The emails with the language were attached in the original response.

• Initial Complaint

  Date:03/12/2023

  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 took a "secret shopper" assignment with Five Guys. I was to order and pay for food/drink and be reimbursed up to $20. Specifcally, I was suppose to order hamburger, french fries, soda and milk shake of which I did. I also ordered a bottled water. I was suppose to be reimbursed in addition to being paid for my time. They are now saying they won't pay me because I ordered a water when I was suppose to order a soda. Although the assignment specified 'don't order water' I didn't take it to mean in addition to what I was suppose to order. I think its ******** that because I ordered an additional drink for myself to take in my CAR, that the assignment would not be approved. I ordered and did everything that was specfied for me to do. I also ordered another hamburger in addition to the water. It wasn't specified that I couldn't order an additional hamburger but they don't have a problem with that. I want my reimbursement $20 and my pay

  

  Business Response

  Date: 03/16/2023

  The shopper guidelines are very clear to NOT order water of any kind on your receipt.  The client will not pay for the shop if they see water ordered. We have to abide by the parameters.  The shopper has been informed multiple times via email as to the details around the invalid.  This was her first shop and she admitted in our interaction that she knew she made a mistake.  We cannot pay a shopper for a shop that is invalid.

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19586666
  
  I am rejecting this response because:

   

  First off, I never admitted it was a mistake in my correspondence.  I have all correspondence via email and no where do I say it was my mistake. I ordered everything it said I should.  The directions were to 1) order a drink (soda). if they didn't have soda, to order a water.  It does say do not order water, but I took that as an initial request.  The directions are not clear. It says to order water then says to not order water.  I shouldn't have to be penalized because they aren't clear.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service 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.

  Deleting verified and approved shops from the payout list effectively stealing my money..

  

  Business Response

  Date: 01/10/2023

  Hi, I have referenced our check register and we have paid shopper ******* for all approved shops for June 2022 thru November 2022 (a total of 8 shops).  Shopper ******* has 11 approved shops for December and we will pay out all approved December shops the week of January 23, 2023.  For context of this email, the shopper has only performed 19 shops for us and cancelled an additional 10 shops which do not count towards any payment.  

• Initial Complaint

  Date:12/27/2022

  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've been a mystery shopper (contractor) with Market Force for 12 years. On 12/22/22 they paid me (via Direct Deposit) $2.95 when it should have been $29.52. They sent an email on 12/22/22 stating that it would be resolved with ***** hours and as of 12/27/22 it has not been resolved. They have done this to many other shoppers. We're tired of the lies and would just like to receive the payment that we were promised.

  

  Business Response

  Date: 03/16/2023

  We did have an accounting/banking error at the end of 2022.  We contacted the affected shoppers via email with a persona message AND posted a message on the shopper portal. We were very transparent about the errors and worked with the bank to rectify the situation.  There were no lies at all.  We did the best we could given the circumstances with our banking institution.  Eventually the situation was rectified and shoppers were paid.  From what I can see in the check register for this shopper, we paid them $29.52 on 12/19/22 for assignment 19309809.  Then we paid them an additional amount of $26.57 on 12/27/22.

• Initial Complaint

  Date:12/25/2022

  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 have two issues with Market Force Information, *** that need to be resolved.First of all, Marketforce sent an email that said "Market Force would like to make you aware that there was an error with your recent shopper payment. We are actively working to fix this error as quickly as possible and hope to have this corrected as early as tomorrow morning." They also sent an additional email that said "Market Force would like to thank you for your patience as we reviewed our shopper payroll file processed this week. As you may know, your full payment was not issued. The payroll file has been reviewed and an additional deposit was sent on the evening of Tuesday, December 20th."and yes, there was an error and full payment was not issued. I received a payment from them for $3.45 and the payment was supposed to be for $36.45. As of today December 25, I still have not received the additional deposit they promised to make. They don't also reply back to my emails.The second issue I have with them is an assignment ID ******** I performed for which I will not get paid for since it appears as invalid of my account. Normally if a shop / assignment is determined to be invalid, they will provide an explanation....but so far no explanation has been made. And again they do not reply to my emails. So I am hoping that they will reply back to the BBB since they don't reply to my messages

  

  Business Response

  Date: 03/16/2023

  This person was sent two emails to get confirmation on validity details, otherwise without those details we could not send the shop report to the client.  We emailed the shopper on both December 4 and 5 asking the same information. We did not hear from the shopper so we could not deem the report as valid due to the outstanding unanswered details.  Additionally, we paid him two payments in December for November shops:  one on 12/19/22 in the amount of $36.45 for the only two shops performed in November (******** and ********) and another on 12/27/22 in the amount of $32.81, marked as a supplemental payment.  We have zero records of any emails from this shopper ID or email address attached to the shopper ID.  We do answer all emails asking for assistance or a question.