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:01/22/2023

  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.

  URI is a company that pays people to participate in research projects. My complaint is that they scheduled an online meeting with me, which I was supposed to be paid to participate in. I set aside my time and logged into the online meeting, but then they cancelled the meeting after I already logged in, because they had forgotten to send me the materials I would need. Since I showed up to the meeting and the mistake was on their end, I expected to be compensated for my time. I sent several follow up emails after the meeting asking them to remit payment, but they ignored all of my messages, so that's why I'm filing this complaint. I am hoping to be compensated fairly for my time, as promised by ***. I have a screenshot of the scheduled meeting and the compensation amount to prove my story.

  Business Response

  Date: 01/22/2023

  To Whom it may concern,

   

  We take all customer escalations serious and we wil strive to solve this escalation in the most amicable fashion possible.  

   

  As I look at the escalation it appears that there was some type of communication between *** and ***************  The only information I have about the exchange is the screenshot that ************** attached to the complaint.  The attached information in the screen shot does not show an agreement level between ************** and *** that would warrent payment but rather is a simple screen shot of the advertisement of studies page via our ********************* page that anyone can gain access to without ever participating in a study.

   

  In order to solve the escalation we will need ************** to provide us the following documentation:

   

  1. The study announcement from the *** User Experience Project Coordinator (UXPC) where he feels he is owed gratuity

  2. The email address that ************** used to register for our Participant portal as that is the only way to qualify and be schedule for a session/meeting.  ********************** is not a registered email address in our scheduling system.

  3. The specific project that ************** is referring to as he is not listed in neither the Marketing or the ** Users study from April of 2022.

  4. The actual dates that ************** was scheduled for the study that he states was cancelled.  The only dates I have in the attachment are from projects that have been closed over 10 months ago. 

   

  Once we find the Email address used to interact with *** it will be much easier to track down this information.  If there are multiple email addresses please provide them all to expedite the process.

   

  Thank you

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18879303
  
  I am rejecting this response because: it is not resolved yet. Hopefully this will settle it-- Here is my answer to the questions from ***'s response to my complaint:
  
  
  1. I have attached screenshots of several emails confirming the study announcement for "Content Creation Study". It was announced and scheduled with *********************** of URI-- his email address is *************************

  2. The email I use with URI is: ***************************
  

  3. Looks like the name of the specific project was "Content Creation Study"

  4. We scheduled our zoom meeting for 4/29/22 at 10am over zoom. This is evident in the screenshots that I attached to this response.
  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/27/2023

  To Whom it may concern,

  
  In no way was our original reply meant to accomplish anything other than information gathering such that URI could search for ************** participant record in our system to investigate his concern.  The first response URI received only listed ************** email address (**********************)that he used to lodge this concern.  Unfortunately, that email address was is not in our system hence we could not use it to verify ************** URI participant record.
  

  Now that ************** has provided us with the requested information, we were easily able to retrieve ************** information and follow up.  
  

  1. The email I use with URI is: ***************************
  2. Looks like the name of the specific project was "Content Creation Study."
  3. We scheduled our zoom meeting for 4/29/22 at 10am over zoom. This is evident in the screenshots that I attached to this response.
  

  Accessing ************** records indicates that he did in fact participant in the studies he stated above.  After receiving ************** URI participant email address and discovering he was never scheduled for payment, we immediately set him up for payment of the $25 gratuity.  That payment should be arriving to ************** electronically.
    
  We are sorry for any confusion this escalation may have caused.  It is never our intention to withhold gratuity from any deserving participant.  If there are any issues with retrieving this or any payment, participants should contact us at ************** and we will be able to help him.
  
  Thank you for reaching out to resolve this request.  We strive for great customer satisfaction and your opinion is valuable to us at URI.
  

  Customer Answer

  Date: 02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/20/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  On June 13th,2022, I participated in the study coordinated and conducted by User Research International(URI). See the attached screenshot. The gratuity for this study is $190. On June 28th,after waiting for 5-7 businesses day as URI suggests with no gratuity, I contacted URI and the study coordinator, ***********************. See the screenshot.Both URI and *********************** consciously ignored me request.On July 13th,2022, I participated in another URI study, coordinated by *****************. See the screenshot. The gratuity for this study is $143. Again, URI does not give me gratuity.There is pattern and practice of deception and scam here, where *** advertises in social media, ********** and encourages people to participate in its studies. And once the participant is done with the study, *** will refuses to pay the gratuity.Finally, if BBB is not able to resolve this issue, I intend to escalate this case to ************************************ and Office of **************** Attorney General Best,

  Business Response

  Date: 08/08/2022

  To Whom It May *********************** response is to clarify the actions URI has taken regarding Mr. ********** In his original complaint he mentions 3 payments that he feels he is entitled to:
  

  1. TDS ************************ Software Study conducted in June 2022
  2. Admin Console Rolling Usability Study conducted in July 2022
  3. AWS Webpages Study conducted in July 2022
  
  For issue #1 above Mr. *** was paid for participating in this study.  His electronic payment was sent to ******************** at the conclusion of the study. Mr. *** should check his email Inbox, Junk, Other, or Spam folders for this payment.  The payment was sent out immediately after the study hence there should not be a reason, he does not have this payment.
  
  For issues #2 and #3.  These two studies were online studies where participant participation was key in gathering correct information for the research study.  Both moderators of the studies reported that Mr. *** refused to turn on his web camera.  Mr. *** was also very combative and standoffish during the session.  His questions were in in line with his reported topic knowledge and then when the moderators pressed for further answers Mr. *** would either give inconsistent answers against the study subject matter or he would avoid the question all together and answer a different question than was asked.  ******** it was apparent that Mr. *** was just making up answers on the fly that were completely off base from the subject matter.
  Mr.***** input for both studies were way out of line with the expertise level that Mr. *** reported he was for the topic area such that he could qualify for the study.  As well Mr. ***** refusal to turn on his web camera was a direct violation of the Terms of *************** had to agree to prior to submitting his application. 
  
  The URI Terms of Service (https://www.*****.com/wp-content/uploads/2020/05/uri-terms-of-service.pdf)
  

  Section 5e Guidelines and Expectations of Participant clearly states
  

  - Failure to follow the following guidelines may result in potential cancellation from all URI Services, forfeiture of any payments/gratuity, and/or removal from our database.

  - A participant with User Research International shall:
  

              "While In Session - Participant will be required to turn on camera during session."  
  

   

  For #'s 2 and 3 Mr. ***** refusal to follow these instructions disqualified along with his lack of ability to provide meaningful data for the study, disqualified him from being eligible to receive the study gratuity.
  

  
  *****************
  Client Services Manager
  User Research International

  Customer Answer

  Date: 08/08/2022

   

  *********************,

  
  Clearly **************, you did not read my complaints.

  
  For the record, the complaint arose from TWO studies, NOT three, that I participated with URI.
  

  First study was on Wednesday, June 15th
  

  Second study was Wednesday, July 13th
  

  It took ************* of ******** complaint for URI to response about why I have not got gratuity for these studies.
  
  Now ************** resolves to lies to justify asking people to participate in studies and refuse to pay gratuities.
  

  First, there was not complaint about camera. ************** was making this ** in order to justify illegality.
   The researchers specifically said they were okay without camera. 
  That was why the studies were conducted successfully in the first place.
   Otherwise, the study would not have taken place.
  

  Second, there was no inconsistent answers in these studies.
  

   ************** claims seemed ridiculous. 
  

  A one hour study was full of inconsistent answers and lasted one hour. 
  

  And another one hour of study was full of inconsistent answers and was not stopped after 5 minutes. 
  

  Does that make sense to you at all **************? 
  
  
  
  Because of the ridiculous claims here from **************, I am putting URI on notice that if ************* of ******** could not resolve this complaint, I intent to file complaint with Small Claim Court with the maximum claim of $10,000 as stipulated in **********.
  

  I will be subpoenaed URI records and personnel under the penalty of perjury to allow a judge to test validity of ************** claims of "inconsistencies" answers.
  

  A neutral judge will soon review ************** bogus claims here if BBB can not resolve them.
  
  
  ***************

• Initial Complaint

  Date:07/07/2022

  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 signed up to participate in a study with user ********************** **** I showed up at the appointed time and we began the study. After 10 minutes they said they're having technical issues and we need to take a break. So we took a break after the 10 minutes we came back and I was told the technical issues couldn't be fixed so we could no longer finish the study but I would still be paid for my time. A couple hours later I went on my account with that company to check if I was paid and my account was shut down and there was a notice saying it was due to my conduct. I've emailed many times and phoned many times asking what about my conduct was so bad since I was told it was technical issues that stopped the study and asking where my promise gratuity check was because I still have not gotten paid. I received one text one time from the owner Emi saying they would still honor the gratuity but it was my conduct that stopped the study. I asked many times what about my conduct was so offensive because I thought I was being extremely nice and helpful and I have not once gotten a response and I still have not gotten paid. I would like the gratuity promise to me and an explanation please

  Business Response

  Date: 07/08/2022

  To whom it may concern,
  

  This is our official response to Ms. ****** escalation concerning BBB Complaint #********.
  

  ******************* did in fact come into our offices to participate in a Wrist Wearable study we were conducting in June 17th, 2022. 
  

  ************** arrived at our facilities early for her appointment and was asked to wait in our lobby area.  As she waited for her session, she requested to use the restroom facilities.  Upon exiting the restroom and being directed to her session in our Lab Pod, an employee discovered the restroom was smoky and there were remnants of drug paraphernalia in the garbage in the form of folded up aluminum foil with burn marks on it.   
  

  At that time, which was about 5min into the session, it was determined that ************** had been burning something which appeared to be some type of drugs in the restroom.  We immediately alerted the Researcher and removed ************** from the session.
  

  We eventually decided to dismiss **************.  She left the premises without incident.  As a result of this behavior, we initially decided that because she broke the terms of services, we were not going to honor the contract.  After we conducted a postmortem of the incident, we decided to pay her the complete Gratuity and simply disqualify her from any future participation. 
  

  ************** was sent information to collect her gratuity via email.  She never replied to that outreach and later escalated about pay.  We resent the payment via email again and again she escalated that we had not paid her.  Both of her escalations were via the mobile phone, so we sent her the gratuity payment via *** to which she replied with the attached responses
  
  Response #1 - Received 6/27/2022 at 1:57pm:
  
  Response #2 - Received 6/27/2022 at 2:00pm:
  
  In the second *** message ************** acknowledged that we sent information to pay her and in the second *** message she asks about her conduct.  In order to avoid a embarrassment on Ms. ****** part we did not discuss the drug usage on our property and we were just going to allow her to move on.  However now with this BBB escalation we felt compelled to explain our actions and that we did in fact satisfy our end of the contract even though we were not obliged to. 
  

  As this is a sensitive matter, we trust that you will use your discretion when communicating and publishing this information.  We are not trying to hide anything however we also are not trying to embarrass anyone either.
  
  Remediation request resolutions:
  

  1. I would like the promised payment that I was supposed to receive
   URI Response - AS you see above in *** #2 ************** thanks us for honoring the gratuity which shows we paid.  With that said she still has not electronically withdrew the funds by simply selecting the View Payment Options button in the *** but that is for her to execute at her discretion.
  

  An explanation into how my conduct was so bad
   URI Response - As stated above Ms. ****** usage of smoking contraband in our restrooms is against our participation policy hence, we elected to end her eligibility.
   This policy can be found at http://********* in the Terms of Service section 5e.

  
  

  Customer Answer

  Date: 07/09/2022

   
  Complaint: 17536733
  
  I am rejecting this response because I have searched through my emails and there is not one mention of any kind of payment from this company in any fashion or form. I don't even know how it's possible to send me a check through email anyway. But when I search through my emails there is nothing from user research international or ***** with any form of payment in it. So not only have I'm not received any payment I do also resent the implications they are inferring about me. Regardless of their "reasons" for closing my account I'm still owed payment. If they could possibly let you know when they sent the payment email and the address the payment came from that would be very helpful to me. Since the payment did not come from user ********************************************* or ***** because I've searched those emails many times today and before this. I very much appreciate the BBB for all the help it has given me since this is the first time they have responded at all to any of my inquiries.Sincerely,
  
  *******************

  Business Response

  Date: 07/14/2022

  To whom it may concern,

  URI has attempted to pay ************** no less than 5 times via email and SMS message.  We do not send out paper checks any longer as a standard form of payment hence the potential confusion.  URI pays out all qualified participants via the online service provided by Tremendous.com. 

   

  URI has sent ************** no less than 5 emails from the user alias of either *********************** or *****************************. In either email there is a very simple process to follow to redeem for the gratuity.  I have attached an example of what it looks like to navigate directly to the link if she still cannot find the emails in either her junk or other or any other business rules she has set up on her email system she can go directly to the following link -  
  

  https://reward.tremendous.com/rewards/OG1qaHpzaWF1--bf2bbced13e184ab2641a39275af9dee01f01faeb90a3c9adc68608e47e6ef19

   

  Thank you,

  URI Support Team