FieldLocate Refused to refund my money less than 12 hours after purchasing their software that did not live up to their promises! Clearwater Florida

I will give them credit where credit is due.  FieldAware is a nice system.  If I did not need a time card feature as well as a mileage and expense feature I would have kept the contract.  Their mobile app was very nice and their scheduling board was top notch. Creating and routing work orders was very efficient and smooth.  I really liked their system over the competitions but I really needed to be able to track emplyees times and create a time sheet for my payroll company. 

I would also liked to have seen a better way to track employees expenses and mileage although I could have got by without it using expesify.  The last thing was in their mobile app when viewing the location in their map, you could not clikc on that location to pull up the GPS in your phone.  This was something that every one of their competition did. 

I was told that some of those features were coming but he would not specify when or how long.  I would have considered sticking with it if I knew it was coming in a short period of time.

My main complaint was I could not get anyone other than the origional employee to call or talk to me.  I left several messages and was even hung up on twice.  Nobody wanted to talk to an upset customer and I was very polite in asking to speak with someone in authority. 

Charles was very rude and even told me things like there was no need to use drop box or camscam for what I do.  He clearly did not listen to my work flow process which I explained many times over (sure you can make forms and fill them out on the mobile devise but some of my customers did not want that).  When I asked him to go to his boss as promised he immediatly said that I signed a contract and there was nothing I could do about it except call finance and work out payment for the following 6 months.  I am a small business and $300 a month for 6 months for software I was not going to use was very upsetting. 

Yes, I signed a contract and legally they could have stuck me with it, and they tried.  It was only after several posts on linkedin and this complaint here did anyone call me.  And that was a very brief call that said I would have my refund.  I knew that there was probably someone in authority would see that it was the righ thing to do to refund my money and cancel the contract.  With many of their employees as connections on linkedin I knew someone higher up would see the posts.

So yes, they have a nice system.  Just did not meet my needs completely.  I hope that in the future they would improve their customer service and treat people a little better.  I hope that this is a learning lesson for them as it was for me.

I would still consider using their system if I knew when they would have what I needed.  I have sent them an email stating this so maybe someone will actually call and talk to me.

They finally issue me a refund after this post as well as several negative comments on other sites and linkedin.  It was a shame it took all that to get a refund.  They lied in their rebuttal about the timing of my refund.  They refused time and time again.  Below is a copy of the email sent the day they called me to tell me the refund was on its way.  I was about to delete this complaint until I saw them lie yet again.

From: Jerry Dyas [mailto:jerry.dyas@fieldlocate.com]
Sent: Wednesday, March 19, 2014 11:28 AM
To: bill@itfieldtechs.com
Subject: Please call me

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Jerry Dyas

Vice President
FieldLocate | www.FieldLocate.com | 33 N. Garden | Clearwater, Fl |33756

FieldLocate has thousands of very satisfied users and are committed to providing the best in customer service. Because of that, we made every effort to meet Mr. Whittenberger’s business requirements (as we understood them from repeated conversations and email interchanges) but in the end, our solution did not meet his needs.

After numerous attempts to satisfy Mr. Whittenberger we decided, before this report was posted, to refund Mr. Whittenberger’s payment and cancel his contract – and that has occurred. We believed and still believe that discontinuing our relationship with Mr. Whittenberger is in the best interests of both parties. We wish Mr. Whittenberger the best of luck in his future endeavors.