I signed up for a remote, hard to fill oil change yesterday morning. I did the job yesterday, which was a 168 mile round trip (at 11 mpg). I found a few small jobs to fill out my day, but would have never done it without the oil change. As advertised, the dispatch sheet (which I printed out) read:
"Renumberation: Reimb Up To 45.00 + Cash Pmt 70.00 + Self-Assign Incentive 50.00"

I thought that was very clear. I did the job, and when I went to enter the report last night, found that Bestmark had changed the dispatch sheet (is that even legal once I've signed it - isn't it a binding contract?) to read the the cash pay was 20 with a bonus of 50 for a total of 70. I think that is pretty poor business ethics. I did the oil change, (45.84 + 2 hour wait). I did not enter the report as I knew that once I did there would be no chance of them changing the pay fee to what was initially offered and agreed upon. I emailed the right away, and they wrote back that the lowered amount was the fee, and asked me to put in my report. I replied that I had issues with the lowered pay fee and said that I would be happy to input my report as soon as the pay fee was reinstated to what our initial agreement was (paraphrase).

Bestmark canceled my shop a little bit ago saying that I did not input my report on time (even though I have been communicating with them, and this is THEIR issue). What a crock. I find it amazing that some of these mystery shopping companies say they are so great at analyzing customer service obviously don't know a hoot about it. ROFL!

*thanks for letting me rant it ended up being an expensive day for me...but certainly a learning experience.

Edited 1 time(s). Last edit at 11/28/2012 05:21AM by blessdx11.

Have you spoken to anyone on the phone since you have the original offer in writing? That is the equivalent of holding the shopper hostage since you are already out the time and money. If signing the dispatch sheet holds you responsible then it should work both ways. In a normal contract it applies to both parties. It sounds like a case of them making an error and not catching it in time. The same thing happened to Market Force about 6 months ago and I had a similar case with another MSC just this month. In my case the MSC admitted their error, but honored our agreement. Market Force changed signed contracts and after a huge backlash on Facebook and Twitter, the original amounts were reinstated. If it was me, I would fight tooth and nail. I would also not except any deductions for a late report.

I have not called them, so I guess I will go do that. I hate confrontation! LOL!

You better get over that if you are going to be in business for yourself

It sounds like they made and error in listing that shop. I have done these before and they normally pay $20.00. They probably meant to say with the self assign bonus of $50.00, the shop fee would total $70.00. I am NOT excusing their mistake, but just trying to explain what probably happened.

Do you have a print out of the dispatch sheet with the original offer? I always printout my dispactch sheet or CPI or whatever they call it, before completing the shop. If it does not have the correct amount, I will not complete the shop until I get it corrected.

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

Sorry, I did not see you printed out the dispatch sheet when I first read your post. You should be able to use that to have them honor your shop.

I hope it all works out.

LOL! We've been in business for ourselves (various) for over 15 years. It's all in the frame of mind, and I'm just not there this morning...unfortunately this can't wait - at other times I might greatly enjoy a professional altercation! LOL! :-D

Good job printing out the dispatch sheet. Call them asap.

Next time I would go ahead and input the shop so it doesn't get pulled. Then, if they shortpay you, you can take them to small claims court. Or threaten to, at any rate.

I did print out the dispatch sheet, and since all I do is hard-to-fill, help-me-out shops for Bestmark (this was my 3rd oil/tire-others route makers too), this really didn't flag for me. There were 3 like listings, all highly bonused, so I know that this was a shop that they consistently could not fill. Also, as the milage had changed since the last time I did the shop, and my vehicle was a couple of thousand miles over the limit, I had talked to them on the phone during which time they had looked over the dispatch sheet and put in an amendum to allow my milage overage. At no time while they were going over the dispatch sheet did they say anything about the pay even though they must have noted it as we went over the shop location.

ugh...thanks Cake... I hadn't looked at it like that; I guess now they can back out saying that it's just because my report wasn't in on time. another lesson I guess...

tried calling twice now, just voice mail, but I did leave a msg (and no, I don't write out reports like this )

Not the first nor last time Best has done this.... did it frequently years ago.

Woot!Woot!
Got a call from Bestmark - the guy was very nice, and he said that he got my email and had opened up the job again. I thanked him then said that my issue was with the fee being changed. He checked into it, and voila.... reinstated the listed bonus!!! Phew! I thought that I was going to have to give up shopping for the company (not that I do a lot for them, but they do my fav hardware shop and lucrative car sales, in nearby towns, that no-one else will do...). Now, I hope that they don't care that I can't fill out the report until tonight because I already have commitments today. LOL!

Good job! IMHO, making an issue like this public is not a bad thing. Although you referred to your own post as a "rant," to me it was well written and explained the situation clearly. Unlike many of the more controversial subject lines about companies, using the word fraud was not out of line in your case. Changing documents after obtaining the required signature, even if it is electronic, is fraudulent.

I have had a similar experience with BestMark's self-assign bonuses - the ones in green on the job board.

Those bonuses are not at all standard, and it probably was an honest mistake.

Yes, definitely, get that report in ASAP.

And you may want to edit the original title of your original post to reflect: (1) that the company responded promptly and ethically when challenged, and (2) the correct name of the firm is BestMark, not Bestmart. This will help future shoppers searching this forum.

blessdx11, maybe you gained a few gray hairs, but the outcome was just. Thanks for sharing.

@blessdx11, would you consider changing the subject header of this thread since it turned out the MSC did not actually defraud you?

I had the exact same thing happen with a shop I did for them yesterday. I had printed out the sheet showing the pay and when I went to enter the report it had changed. I went ahead and entered the report then did a "contact us" message asking for an explanation. I got an email back by this morning stating that the amount on the board was the rate for the job. I replied that I had a printout showing otherwise. He asked me to send it to him. I did. He emailed back that he added the missing $15 back onto my job.

This is one of very few companies I have worked for where the rate wasn't in the acceptance email. I'm glad I printed out that page because I don't think they would have taken the Excel spreadsheet where I record what I expect to be paid as proof of anything but wishful thinking.

I am so happy this worked out for you!

Wow,
I never had them do that to me. I am glad you printed out the dispatch sheet. I always do right away. I would have called right away and asked to speak to a manager. I am very surprised. This does not seem right.

blessdx11 Wrote:
-------------------------------------------------------
> I signed up for a remote, hard to fill oil change
> yesterday morning. I did the job yesterday, which
> was a 168 mile round trip (at 11 mpg). I found a
> few small jobs to fill out my day, but would have
> never done it without the oil change. As
> advertised, the dispatch sheet (which I printed
> out) read:
> "Renumberation: Reimb Up To 45.00 + Cash Pmt 70.00
> + Self-Assign Incentive 50.00"
>
> I thought that was very clear. I did the job,
> and when I went to enter the report last night,
> found that Bestmark had changed the dispatch sheet
> (is that even legal once I've signed it - isn't it
> a binding contract?) to read the the cash pay was
> 20 with a bonus of 50 for a total of 70. I think
> that is pretty poor business ethics. I did the
> oil change, (45.84 + 2 hour wait). I did not
> enter the report as I knew that once I did there
> would be no chance of them changing the pay fee to
> what was initially offered and agreed upon. I
> emailed the right away, and they wrote back that
> the lowered amount was the fee, and asked me to
> put in my report. I replied that I had issues
> with the lowered pay fee and said that I would be
> happy to input my report as soon as the pay fee
> was reinstated to what our initial agreement was
> (paraphrase).
>
> Bestmark canceled my shop a little bit ago saying
> that I did not input my report on time (even
> though I have been communicating with them, and
> this is THEIR issue). What a crock. I find it
> amazing that some of these mystery shopping
> companies say they are so great at analyzing
> customer service obviously don't know a hoot about
> it. ROFL!
>
> *thanks for letting me rant it ended up being
> an expensive day for me...but certainly a learning
> experience.

Glad it was resolved to

Everyone knows that cheap oil changes are nothing more the a gimmick used by the car dealers to get you in there so they can sell you on getting high dollar repairs done on your car. Ok maybe everyone does no know that but they been warned now. If you know whats good for you stay away from all car dealership shops did I say that yet?

Interesting because while I have had the chains try to sell me a lot of repairs, my dealer has not. In two years they have suggested one repair and I knew going in that my shocks needed to be replaced. In fact, my dealership has let me know when I can put off repairs. They told me the shocks would not be a problem is I wanted to wait for a couple of months and once told me some tires I was sure needed replacing would be good to go for another six to eight months. When I add the coupons they are now sending out, my oil changes are only about $10 more than the chains and that is cheap for the peace of mind they provide.

I have had some experiences similar to that where I was dealing with one person, and it was someone else entirely who made the cancellation. Most companies have straightened it out. But I stopped shopping for one company when I did a shop on a Saturday, as assigned, then the report had the wrong date and would not let me enter information. I tried to contact them. There were several different email addresses and phone numbers listed at various places on the site, including the ones for the contact person on the dispatch sheet. When I finally got a response from him after the weekend, he said it was too late and I had not contacted him. I then sent him copies of all the emails I had sent. He just blew me off. I should have fought it, but there was some reason at the time that I didn't (don't remember).

blessdx11 Wrote:
-------------------------------------------------------
> Woot!Woot!
> Got a call from Bestmark - the guy was very nice,
> and he said that he got my email and had opened up
> the job again. I thanked him then said that my
> issue was with the fee being changed. He checked
> into it, and voila.... reinstated the listed
> bonus!!! Phew! I thought that I was going to
> have to give up shopping for the company (not that
> I do a lot for them, but they do my fav hardware
> shop and lucrative car sales, in nearby towns,
> that no-one else will do...). Now, I hope that
> they don't care that I can't fill out the report
> until tonight because I already have commitments
> today. LOL!


You said the key words, "THAT NO ONE ELSE WOULD DO".

Once you get kicked by the donkey you do not go back for a second kick. If you heard the donkey was mean and someone else got kicked you get the same experience without the pain.

That is why people write on this forum. They report the good and the bad.

Best Mark is hoping for new shoppers who do not know how to correct the issues. But not for the Forum and the continued effort to get you fair pay you would have been a victim. They do it too many times to say "OOPS it is a mistake" they do it intentionally.

I'm also glad that you got a resolution in your favor. I recently completed a shop for a new MSC and they required an invoice from me. I emailed the invoice and attached an electronic copy of the project description. I now do that for all projects because if a discrepancy arises "the proof is in the Electronic paperwork."

Happy December Everyone... Be Safe!

Thanks for letting everyone know that it all worked out well. I agree with Lisa's suggestion that changing the title of this thread would be appropriate to reflect the positive outcome. Some people may only read the first post and leave with the wrong impression.