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:04/04/2024

  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.

  Dear BBI Support Team,I hope this email finds you well. I am writing to express my dissatisfaction with the recent study I participated in through this platform and to bring to your attention some concerning issues regarding payment and data handling.Firstly, I want to make it clear that I never intended to participate in this study. When a representative from your company contacted me, I explicitly stated that I was not ready to take part, especially considering my current location in Europe and the inconvenience of receiving a physical check. Despite my reservations, I was assured that a direct deposit to my bank account would be arranged promptly.During my participation in the study, I was informed that I would receive compensation for my time and input. However, upon completion of the study, I was offered an Amazon eGift card as an alternative to direct bank deposit. While I appreciate the gesture, I must express my disappointment with this arrangement. It is unacceptable to request additional personal information after the completion of the study and then withhold compensation until such information is provided.Moreover, the timing of this request is particularly concerning. It would have been more appropriate to request this information at the outset of the study, rather than after participants have already invested their time and effort. This approach not only lacks transparency but also raises questions about the handling of participant data and privacy.As a participant, I expect fair and timely compensation for my contributions, as well as transparent and ethical practices in data handling. Unfortunately, the recent experience has fallen short of these expectations.I trust that you will take this matter seriously and address it promptly. I appreciate your attention to this issue and look forward to a resolution that upholds the integrity of your platform and the rights of participants.

  Business Response

  Date: 04/04/2024

  Thank you for the opportunity to respond. Our company has held contracts with the ** ********** of ******* Affairs since 2015, and we have facilitated the participation and compensation thousands of *******s and their Caregivers.
  
  ****************** registered to participate in our program on December 31, 2022 through our website, veteranusability.us. During registration, he voluntarily provided demographic information, as all candidates do. He was invited in March via email, along with scores of other *******s, in a study regarding the Foreign Medical Program, and responded through our automated scheduling application to schedule his study session date. He cancelled this session, prompting our recruiters to reach out via email and phone (to the number he provided at registration) to reschedule. He returned the call from a different number, and agreed to a second study session date.
  
  During the study session. ****************** provided responses that were deemed by our VA study facilitators to be suspicious. In addition, because the session required ****************** to share screen on his cell phone, the facilitators saw that he received several Venmo payments during the call. Upon concluding the session, our VA facilitators expressed their concern about ********************** participation. 
  
  The attached PDF shows the complete record of correspondence with ******************. As shown, we have offered ****************** alternative payment via an Amazon eGift card, since he reported being unable to receive a paper check. Our only requirement was that ****************** verify any of the demographic information he orginally provided us during registration as a means of validation. ****************** declined to confirm any of this information.
  
  Notably, the ************** address ****************** provided BBB is neither a match for the ***** address he registered with, nor is it in Europe where he claims to currently reside as the reason that he cannot receive a paper check. 
  
  ****************** is committed to receiving a direct bank deposit, which we do not do. Our recruiter would not have knowingly confirmed that we would do this. ********************** style of speech and accent make it difficult to understand him. 
  
  We stand ready to compensate ****************** provided he verifies any of the demographic information we have on file.
  
  And we are more than happy to speak directly with BBB. Our VA contract numbers are available on the recruiting website noted above.