Safeguard Properties LLC NONPAYMENT FOR COMPLETED WORK VALLEY VIEW Ohio

To Whom Ever will listen… My name is Pam Ferrell, I own a trash out business, which means I clean out homes for banks, realtors, landlords, or anyone who needs it. I recently seen an add on indeed from Safe Guard Properties LLC about being subcontractors for them to do the same I already do. While the process to become a vendor for them was long and tedious, I did it. But I am about to tell you a story to forewarn any contractors who are thinking of becoming a vendor for this company. STAY AWAY…STAY VERY VERY FAR AWAY!

They have a web site and an app. The app is in constant need of updating. As it is not a regular app, as with Apple or Google Play, the only way to update it is to delete it and re-download it. Well you aren’t initially informed that you must constantly do this, at least not until you need it. Keep in mind you must take photos with the app when doing initial property reports, then you have to que and transmit them, which may or may not happen.

In my case it did not. I was also constantly being locked out, when you call IT some will reset you. So you think. It actually reset your web log in and not the app – yes you have 2 separate log ins. The web is with your vendor code and the app is with your resource code. But some will actually argue with you and then hang up on you. So the web site, is a brand new ball game.

Uploading the photos takes hours. And you are required to take a god awful amount of photos at the most ridiculous times and in the most ridiculous ways. (that is my own personal opinion) Normally before and after photos work. Not for them. Before, during, and after. Measure the debris, measure the grass, measure the leaf piles, measure the snow, measure you truck, take photos of your measured truck ¼, ½, 1/3, and empty and full of every single load.

Take photos of you emptying at the dump. And then again for every load, dump receipts, sign in sheets, then videos of before, after, and inbetween. Then there is the status report and completion report, which you will get numerous error and aren’t able to get anywhere anytime soon. Which they count on. Because if this are not completed in their time frame, they are late and can be declined for payment. I spent 10 hours, 30 emails, and 10 phone calls on 1 report. (I have all the e-mails). Now when you call you may get your credentialer or field rep, or account manager, or customer service.

Depending on who you get… is where the conflicting answers comes in. And if you talk with customer service be prepared for rude sarcasm, as you should know the answer to the question you call about. When you finally talk to the person you called for in the first place, they will literally tell you not to listen to customer service that they really don’t know anything, that’s why they are customer service. WORD of advice do everything by email as you can’t prove what is said.

Also if they call you with issue resolution - you can’t prove it. But if they do call you - they document it in the status report as if you did not respond, even though you attempted to call back and got a different answer from someone else, or didn’t get a call back at all. They can document in your reports that they attempted to call you but received no reply – KEEP THIS IN MIND WHEN IT COMES TO INVOICING PAYMENTS. Even if you did contact them at a later time, that is NOT documented. So your status report only reflect what they attempted, with not follow up or updates.

They count on all this – late reports, no photos, not answering their calls, web and app issues, all this is how they keep from paying you on time if at all. Oh they keep 25% of the overall invoice and 27% if you do not have worker comp insurance. Now I am going to tell you my story…. I finally get my first work order, 3 minutes from my house. I go to do a walk through. The house is quite full of stuff, trash, furniture, beds, clothing, ect ect…. Well right off the bat I had issues with the app.

Unable to take photos as I was locked out. So I took photos with my phone. I then left a message with Safeguard about the app, and how to upload photos, and I had questions on the actual work order instructions. As I did not immediately get a response, I did not immediately start work. The next day I was given some direction with the web and app. Again I still had questions on the work order and emergency repairs, customer service gave me some info that I did not agree with so I left a message with my 2 other direct report persons.

I did not get a response that day. Then as a result of mis information from customer service the work order was assigned to another person. I then received proper direction and the work order was once again assigned to me. Work and the start of 400 photos began. Every step of the way I stayed in contact with my 2 persons via phone and email.

I once again had issues uploading photos, at this point I had crew members sending me photos, which I found out later that I would not be able to use or upload these photos as they were not taken by me. So at this point I can not go back and retake these photos as the work has been completed. I informed my contacts of this issue and was not at that time informed that this would affect my end result, my invoice and my payment.

They let me proceed as if all was good. Well after the work was completed I started the tedious task of completing status reports and invoice. The amount of errors and emails and phone calls was absolutely a nightmare. I spent the better part of 7 hours trying to get my report in on time. Finally, I gave up on the report and sent my contact an email, a frustrating not so nice email. I’m sure user error was a part of the issue. In the mean time my work order was closed out by safeguard.

I once again started the emails for assistance. I received an email that the work was open and I could continue. Well I did not pay close attention to the work order number, and I noticed all the photos that I previously were gone! I had to start over again, which prompted another frustration email. Well later I find out that the original work order was closed, nothing carried over to the new one, and after 4 hours of attempting to complete the second one, I sent another email.

I explained the work was done, I could not upload all photos, so what I did was place photos in the wrong slots just to get the report done and submitted. I did send an email explaining this. I explained I was NOT going to complete another work order on that system, but I could provide all the photos and receipts, and documentation via email. I did not receive any notification from ANYONE at safeguard that this would not work, that it was going to be an issue – NOTHING!.. So I assumed all was good.

After 20 days I inquired on payment. I was directed to the accounting department. At this point I was informed the first work order was cancelled and therefore no payment due, the second work order that replaced the first was "zero-ed” out and thus nothing due. Accounting also informed me that My contact would simply need to send an adjustment to them and payment would be sent. I sent an email to my contact: Work was done, I have photos I can email you, you know I had issues with the web, can you send the adjustment so I can get paid?

No you must do a dispute, if dispute is denied, you can send it to us for review. Frustrated and extremely mad that during the process and all the emails, and for 20 days following completion, THAT I DID NOT RECEIVE A SINGLE COMMUNICATION FROM SAFEGUARD EXPLAINING THERE WAS AN ISSUE, OR THAT I NEEDED TO DO ANYTHING ELSE ON THAT INVOICE, THAT I WAS NOT GETTING PAID – ABSOLUTELY NOTHING!!!!! And now knowing they have everything they need at their fingertips, they want a dispute completed.

Well at first I declined. But then I completed the dispute. I was denied. I sent it back to my contact for review. I was instructed to sit in on a conference call. I am under the impression that this is in regards to my dispute – nope – it was on how to fill out the reports accurately. So while I admitted to my contact I know I completed the reports wrong, but with regard to the errors and issues, and that I was offering email proof of completed work, could he do my review and advise.

At this point I have received no response – they have at this point chosen to ignore any correspondence. The dispute said they could not bill or invoice clients without proof of completion.

1. I offered proof!

2. I was not hired by their client I was hired by them! I just want paid for completed work!

I began looking into my options and have discovered they are FAMOUS for this type of action. The web is full of complaints regarding their work practices. So contractors beware and stay away – as far away as you can get. And if you have been a victim of their unfair work ethics this is what I have done or am doing. 1 file complaint with BBB 2 file complaint with the FTC 3 file complaint with FBI internet fraud – all business conducted over the web 4 ripoff report 5 planet facebook 6 facebook 7 sending copies to all REO, FHA, Fannie Mae and Freddie Mac, Bank, Realtor I can reach 8 I am sending them to collections. 9 legal advice from an attorney I am not sure I will get anywhere, but I am going to give it my best! Pam Ferrell 3/20/2020