Complaints

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

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  Focus Forward

  950 W Valley Rd Ste 2700 Radnor, PA 19087-1845

• 

  Focus Forward

  515 Pennsylvania Ave Ste 110 Suite 110 Fort Washington, PA 19034-3317

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:09/11/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was scheduled to do a digital platform study for $100 dollars and was ***** with no compensation. So then I received a 2nd call to do the study and got denied even though I fully qualify. I am owed 100 dollars and would like this issue resolved

• Initial Complaint

  Date:08/12/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was invited and qualified for a web based interview on dementia. The study was supposed to take place on August 11 (yesterday) at 11 AM MT. I blocked that time from my busy schedule. The recruiter, named ******, who handled the scheduling, told me the week before, that I would get more information.Two or 3 days prior to the scheduled interview, I have not yet gotten information through email or phone on accessing the study. Being an experienced medical survey taker, I know that I should be getting this information.I called your main number and went though the menu. Each time I thought I pressed the single digit for the appropriate department, I would get disconnected. So I called ****** and he said Id get the study link on August 10. Come August 10, I did not get the access information.About an hour prior to the scheduled interview on August 11, I called ******* again because I did not get the access information. He did not answer so I left him a voicemail.The interview never took place.It is situations like this that are frustrating because:1. I block time for this when I could have seen a patient 2. Your contacts are unreliable 3. I get no follow up call to explain the situation.This bad experience left an unfavorable impression on your company because you do not value your opinion leaders.*************************** MD

• Initial Complaint

  Date:05/26/2023

  Type:Product 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.

  I participated in a 3-day diary study online for May 2nd to May 4th the study was over with May 16th to May 20th but I was told I could get paid and complete my study ahead of time from the client so I completed it May 4th the rest of the study after May 4th was just for follow-ups and bonuses that I didn't want to participate in because I explained to them that my dad birthday was May 9th and I had wanted to receive my incentive around May 9th to celebrate my dad's **** birthday going forward after mentioning to focus forward that their client excused me from the rest of the study and said I could be paid early focus forward and still yet to have paid me the $100 incentive I have tried emailing and calling but I don't get any response it has been four or five weeks from May 2nd to me 26th and I have yet to be paid I was also told that I could receive the incentive by the end of May but I've been trying to reach them for an update and I just keep getting it automatic response with the same message.

• Initial Complaint

  Date:11/08/2022

  Type:Order 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.

  I received an email invite from Focus Forward and I applied and was selected into a 3 day online board study for groceries (which turned out to be cereal) that took place on October 18 thru 20th. Well I didn't get my login info to enter the study until the 19th, which only gave me 2 days to make and submit numerous videos and answer numerous questions not the 3 days as stated in the invite. For that portion, the incentive was 125. If you were chosen for the follow up interview, they were offering another 50 dollar incentive. My interview was cancelled by researchers because they had enough people. I successfully completed all of the activities for the 125 dollars. The board was also ran through ***** ********, I'm taking it, because my email headers from the board say ***** ********. This study closed on October 20, almost 3 weeks ago, and I am yet to receive my 125 incentive. I have messaged focus Forward 4 times inquiring about my incentive and no response from them at all whatsoever, yet they keep sending email invites for new studies to my email but cant reply when I am asking about my incentive. I did all that was asked of me and not too often will I put my child in a video while I am feeding her and I did that too. I have waited long enough for a reply from them. I sent my inquires through their webpage where it says contact us. So my inquires wasn't sent through my *****, only their contact info on their website. I am attaching screenshots as well.

  Customer Answer

  Date: 12/08/2022

  Hello. My complaint has been resolved. I did receive my 125 incentive payment for my participation. My number is ******** Thanks ********* *********

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

• Initial Complaint

  Date:07/29/2022

  Type:Order 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.

  I was confirmed and scheduled for a focus group (****** Beverages) where I filled out the pre-assessment as instructed and was present at the virtual focus group session but did not receive the set compensation. I spent about an hour filling out the pre assessment, answering dozens of free response questions with in-depth answers, as this was intended to be compensated according to my confirmation email. I also attended the focus group session, where I was screened and told to wait to be let into the full group. After an HOUR of waiting in the Zoom I was told I would not be included in the focus group and to reach out to my recruiter for questions on compensation. I called my recruiter multiple times, leaving a voicemail each time, and received no response at all. This is interesting because in confirming and screening for the study I received calls back for all my messages, yet suddenly when it is about a false promise for compensation I cant get into contact with anyone. I find it incredibly dishonest to spend weeks confirming with me that I am scheduled for this study and will be compensated, only to be turned away after devoting two hours of my time. The focus group was also scheduled at a time I am usually working so I got time off, which makes this whole situation all the more upsetting. If you cant commit to following through with a study and compensating for it, you should not be scheduling people for it at all. Or at the very least inform me that this is a possibility so I know not to commit to it. So unprofessional and frankly disrespectful to my time and effort. I provided them with my in-depth opinions on these products and now my data can be used without me being compensated for it at all. I have participated in multiple market research studies after this with other organizations and had no problem participating and being compensated, it is just FocusFwd that fails to deliver on their promises.

• Initial Complaint

  Date:07/11/2022

  Type:Order 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.

  Marketing Research Study: ****** Carbonated Beverages Is the study I completed and I also did a follow up interview and I'm owed 200.00 for the study and 100.00 for the interview. I’ve reached out to the recruiter to find out what’s going on and I’ve heard nothing. When I attempt to use the email they sent me to check on the incentive it tells me payee is not found. I don’t understand why this is and if it’s legitimate then why can’t I get anyone to return my call or email?? I’d like to know what’s going on. It’s supposed to be paid via e-gift card and when I sent an email I get back a generic response. I’d like someone to contact me ********** and explain why I can’t utilize the very avenue that was sent to me to check on incentives I worked very hard on earning.