Fieldlocate Bait and Switch Chicago Illinois

We were passed along to various Fieldlocate AND Fieldaware associates between the end of March and mid-July. (Beware, these companies are one in the same). Some supposedly no longer work for Fieldlocate. Our contract specifically stated that our account will not be billed while software updates were made and we could not use the program - updates that would be necessary for us to actually USE the program, not just new updates. Fieldlocate actually suspended billing for this very reason, but then billed our account retroactively for a time period while we could not schedule customers. We asked for a refund for over a month, but were ignored until FIELDAWARE decided to apply it as a credit to our next bill instead. Fieldlocate continued to charge our account after we made them aware we were no longer continuing our business with them then applied the charge as another credit to the next bill. 

From errors syncing Quickbooks customer information, not being able scheduling recurring customers, "save" buttons not being clickable, messages being off the computer screen and not clickable, not being able to use certain calender views, not being able to edit customers, drop down calenders not functioning...we made the representatives aware of every issue we could even including photos if things confusing to explain in words. Two months went by until the biggest problem of not being able to schedule customers in a scheduling software was fixed. ONE problem, ONE PROBLEM was fixed over the course of two plus months. Finally, we were able to schedule "customer A" at 8a-10a every other week and "customer B" from 10:15a- 12p every other week, but the error messages and issues persisted. Why should we invest upwards of three months of time and energy helping a scheduling software resolve critical scheduling errors??

About two months in, the "On-Boarding Manager" did call us, but asked us to keep documenting the error messages and issues. We explained to her and a couple other representatives that we need a scheduling software that can schedule customers successfully, we cannot help with the development phase of Fieldlocate, and were not successful in implementing anything with the current state of the software. Fieldlocate's response from a representative was, and I am quoting, "So there's nothing I can do to keep your business?" when we said no, they hung up on us. It wasn't until mid-July that a senior executive contacted us so I would disagree that we had any "access" to a senior executive while we were trying to work with Fieldlocate.

To say that we did not invest time and energy is a joke and lousy excuse for software that just doesn't work! We did expect to invest time and energy to setting up our customers, personalizing the program, and training our employees to use it. Unfortunately we never made is past syncing Quickbooks and puttting a handful of customers on the schedule over the course of THREE MONTHS!!! THAT'S A QUARTER OF OUR CONTRACT TERM!!! We fully expect bugs and errors or the need for updates and improvements, but we were told and shown one thing and when we signed up, it did not work as promised. 

We regret that Naturally Clean is unhappy with the product. FieldLocate did experience a problem with the software during Naturally Clean’s implementation, however….

Although there was NO provision in Naturally Clean’s contract stating that the customer would not be billed for “unusable software or software updates”, FieldLocate DID credit Naturally Clean for two months’ service. The credit was provided by a FieldLocate executive who was directly involved with the account.

Additionally, it is important to note that implementation of a mobile, field service management solution requires an investment in time and energy by the potential customer. Naturally Clean was reluctant to invest the required time. This became clear to us after we successfully resolved the problem and called Naturally Clean to continue the implementation process. Naturally Clean was unwilling to work with us to implement the solution.

Again, we regret that we could not resolve the situation to Naturally Clean’s satisfaction. However, the company was provided access to a senior executive, two months’ service credit and the software updates required to resolve their problems.