ComplaintsforUpwork

• Initial Complaint

  02/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired a contractor through Upwork to design a specialty ice pack in 2 phases (with CAD drawings provided in a third phase). I was supposed to pay $1600 for the first phase and $900 for the second phase. When I received the first phase report, it did not include most of the information I expected. I asked the contractor about the missing work. He became enraged. He pointed to his tremendous success on Upwork. He told me all of the information I was asking about would be provided at the end of phase 2. He said he was ready to begin phase 2 immediately, and would finish within 11 days. I waited 43 days but he provided no evidence of any progress, so I canceled the job. I requested a refund for phase 1. The contractor said I wasn't eligible for a refund since 30 days had passed. The Upwork mediation team said I was eligible for a refund. Someone from customer support incorrectly told Michail I wasn't eligible for a refund since 30 days had passed. We went to arbitration. Michail cited Upwork staff's incorrect interpretation of the policy. The arbitrator said I'd waited to long to request a refund and didn't consider my claims. Upwork must take responsibility for their mistakes. Under Upwork policies, I was entitled to have my refund claim considered; Upwork management assured me of that.I have clear evidence that the contractor lied to me and violated Upwork policies. He should be disciplined by Upwork.

  Business response

  03/03/2022

  We're sorry to hear of this client's experience with the freelancer they hired on the platform. We understand that this customer experienced challenges, and we appreciate the opportunity to help. Please note that the Upwork site functions as a marketplace where clients and freelancers engage and collaborate to get work done. Upwork is not involved in the contracting between clients and freelancers, nor are we a party to the freelancer's agreement to deliver services to clients. The role of Upwork is to provide the site services for clients and freelancers to contract with one another and to provide the payment processing services in accordance with our escrow instructions. Fixed-price contracts allow clients to release payments to a freelancer after the client reviews and approves the work submitted by their freelancer. The client has 14 days from the date work is submitted to approve and release payment.Because we know that occasional disputes arise among members, we also provide dispute assistance. If no resolution is reached during dispute mediation, the dispute will be referred to Arbitration, as set forth in Section 7 of our terms.Both client and freelancer agree that the arbitrator is authorized to decide the dispute mediation within its discretion. They also agree that the arbitrator's award is final, that it may be entered in and enforced by any court of competent jurisdiction.For more information on the protections we provide both clients and freelancers for a fixed-price contract, you can visit: https://support.upwork.com/hc/en-us/articles/211063748-Fixed-Price-Protection

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello. On Dec.10th 2021 I hired a freelancer in Upwork platform to help me build a website within 4 pages included contents, images, graphic design, wordpress SEO-Friendly. ****************************. It's fixed price job total $500. The freelancer make tricks to let me sign hourly contract 50 hours to help him improve profile and get more orders, and promised only charge me $500 as fixed price, and not charge more if exceed 50H. It's my first time and I'm so kind-heart and did. During the process, the freelancer always delay full of excuse and no proceed. I tracked and give him chance and wait , still no action! The first week passed, amount already exceed $500, he promised will refund me the extra fee. Two weeks passed, he only made 1 page without contents, no layout design, no SEO-Friendly, so bad quality! I'm so angry, very not professional! And very slow speed, just want to delay and take away my money. At that time, Upwork escrow automatictly took $1001.67 to the freelancer's account based on hours. He only worked 20H! I want to stop the cooperation and discussed with the freelancer, offer him $100 for his effort and please refund me other fees $901.67. He reject to refund and deny everything. Then I apply for dispute on Upwork, dispute No. ********. Upwork let me provide evidence, I did. But in fact they not review and not listen and then directly inform me can't help and want to close. I try again, they inform me do not offer any support any more! I lost my money and delay my project. I'm so dissappointed for them and frustrating experience! I was cheated! I want fair! Here I apply for BBB try to help me get my money back $1001.67. Attached are pictures. Please check. Thank you!

  Business response

  03/02/2022

  We're sorry to hear of this user's negative experience on the platform. We understand that this customer experienced challenges while using our service, and we appreciate the opportunity to help. Clients and freelancers enter into a contract directly with one another and determine which type of suits their project best. There are "Fixed Price" or "Hourly". In this case, the client hired the freelancer on an hourly contract. Please note that the Upwork site functions as a marketplace where clients and freelancers engage and collaborate to get work done. Upwork is not involved in the contracting between clients and freelancers, nor are we a party to the freelancer's agreement to deliver services to clients. The role of Upwork is to provide the site services for clients and freelancers to contract with one another, and to provide the payment processing services in accordance with our escrow instructions. When managing hourly contracts, clients are provided access to screenshots documenting the work in progress. These tools are offered to aid clients in the monitoring of the freelancer's activities related to their contract. Upwork provides these tools to assist clients, as freelancers are not under our employ. It is the clients sole responsibility to monitor freelancer activities and work quality, alerting Upwork through the designated channels if they wish to contest payments to freelancers.Because we know that occasional disputes arise among users, we also provide dispute assistance to users. We have since reached out to assist with the request, as well as establish any other ways we may be able to help. We will be more than happy to continue working with the customer on their request, and will stay in communication as needed.To learn more about Hourly Contracts, please click here: https://support.upwork.com/hc/en-us/articles/211063418-Hourly-vs-Fixed-Price-Projects. To view our User Agreement please see this link: https://www.upwork.com/legal#useragreement.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB: UpWork is a predatory, bait-and-switch organization breaking numerous State and Federal laws. They are also overrun with criminals who are scamming and phishing the job seekers. This firm does not meet any of the work requirements for **********. Their violations are too numerous to mention. Today, I want to close my account because they are blocking me (and their other users) from getting paid. I want the contract that I attempted to work on cancelled and the reason for this is because UpWork is running a criminal organization. They do not allow me to close the contract (see image), and they are blocking me from closing my account. Every day I am getting scammed by people operating via that site. I want my account closed immediately. Thank you so much for your assistance. ******************

  Business response

  02/10/2022

  Upwork takes reports of scams seriously and ensures that proper actions are taken towards these individuals. Our platform gives its users the ability to flag job posts and accounts that they find suspicious and processes are in place to make sure that these reports are properly investigated in accordance with our Terms of Service. We have asked this user to flag the job posts she finds suspicious so that our teams can review and take action. We have also accommodated the user's request to close her account.Please see our TOS for additional information : https://www.upwork.com/legal#terms

*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. ↩