M3 USA Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
1) I completed the survey within the deadline according to the dates survey was open from the information I readIn fact I believe I completed it at least hours within the deadlineTherefore, I believe there is an alternative explanation for what went wrong in the company's system and should be explored further so that this does not happen in the future2) I do agree with the resolution to reimburse me for the completed survey, and do appreciate the offer to add extra funds for the inconvenience
Regards,
*** ***

In our system the deadline is the end date or when the required number of completed surveys is reached.   We reached the required number of completes and this user was "paused mid survey" when the survey ended.   We can see the survey reached the number of required respondents to complete the survey and it was shut down.  We can see she completed the survey after it was shutdown.  We are not disputing she completed the survey - we all agree she completed it but it was not accounted for by [redacted] because it was after the survey closed.
We are requesting this complaint be entirely resolved or removed because
1. Our company did not invite this user to the survey to begin with - it was [redacted], not us
2. This user never registered with our company - we have no relationship with her at all and are simply trying to accommodate an amicable resolution because we can see she completed the survey
3. She acknowledges that she received payment for the survey
4. She acknowledges that she received an additional inconvenience fee
5. We apologized she was caught in the middle between [redacted] and ourselves
We do not understand what else we need to do to resolve this complaint as we have gone out of our way to address all the concerns despite this not being our user.
Thanks

Review: This company states in its UNSOLICITED faxing to our office that if we want this constant faxing to us to stop we merely have to call or fax to have ourselves removed. WRONG!!! IMPOSSIBLE TO DO!! Simply call and get put into a loop of no return and no where to go to get removed from thie faxing. THe number to get removed is just a number that refers you to another number that has nothing to do with removing you from the faxing list. Total nothing!!! ###-###-#### and it refers you to extension [redacted] which is just another line and nothing about getting off the fax hotline of harrassment..............

I have asked for months to be removed. This is taking up ink faxing expense and time from my staff.

Excuse my frustration but this is going on and on and on and over time it gets expensive being ignored and trying to hunt down the right person and right extension is outrageous.Desired Settlement: I just want them to stop as they advertise they will. They need to correct their false statement on their fax sheets and allow companies who do not want to hear from them to be left in peace from them.

Business

Response:

November 14, 2013

**. [redacted],

Thank you for informing us of the complaint submitted to the Revdex.com on 10/21/2013. We appreciate your nonpartisan efforts to resolve this dispute, and have provided a brief explanation of the situation below. Of course, if you have any further questions about either, please feel free to contact us and we will be happy to provide more information if necessary.

Complaint ID [redacted]: Advertising Issues

Thecomplainant mentioned that her office had received multiple fax invitations and would like to be removed from our contact lists. For this reason, the body of all MDLinx fax invitations includes the following note:

If you would like your fax number removed, please call ###-###-#### or fax ###-###-####

The phone number provided is the National Fax Removal Center which asks the caller to enter their ten digit fax number for removal. Upon entering the fax number, an automated voice repeats the digits and asks for confirmation before ending the call. There is no referral to any other extension if the phone number and extension are dialed correctly, and if this method does not work an alternative method is provided for removal.

The fax number included in MDLinx invitations is a direct line to our support staff, who are required to manually add any requested fax numbers to an internal “Do Not Fax” list within 24 hours of a removal request. After reviewing the fax removal requests sent to MDLinx since the date mentioned in the complaint, we did not find any faxed requests from the fax number in question.

Since receiving this complaint, the fax number requested was added to the previously mentioned “Do Not Fax" list and her office will not receive any further communication from MDLinx at that number.

Please do not hesitate to contact us with any questions or concerns you may have, and we will be happy to answer them. Again, we greatly appreciate the Revdex.com’s efforts to assist in the resolution of these matters, and look forward to a continued effective relationship moving forward.

Regards,

Review: I received and responded to an e-mail from [redacted] on 8/27/14, to participate in an online market research survey ([redacted]) for M3 Global Research. The e-mail indicated there would be a 3 patient chart section to complete and then a survey, and take 45 minutes for an honorarium $112 [redacted] gift card. I started the survey that morning before work, viewed the requirements which would entail such details that I would need to handpick 3 patient charts to have available while completing the survey, which I did that day at work. I completed the survey (ID#[redacted]) that evening. The pages of the survey went on and on beyond gathering patient information on behalf of 3 brand name antidepressants representing 3 "big pharma" companies who are competing for business. I spent at least an hour answering questions wanting my opinion on various statements that would be part of pharmaceutical detailing, asking which would influence me to favor their product. It took me 3 hours to complete the survey. As I was finishing the multiple pages, it then said the survey had all the participants needed and I didn't qualify. I believe this is a type of "bait and switch" to get the information without delivering the promised payment. I complained to the survey company that night, was assigned a help ID#[redacted]. I have e-mailed requesting resolution of this situation on 9/2/14, 9/11/14, and 9/15/14 and have not heard back beyond the accusation by project manager Greg B[redacted] that I entered the survey in the morning and then stopped a few minutes later, which I explained to him was when I looked at the requirements for the survey (which would require 3 patient charts in hand), then came back to the survey approximately 12 hours later to complete it.Desired Settlement: I completed the survey and would like the honorarium as promised.

If this company is "tricking" physicians on behalf of big pharma, I believe it is illegal and should be stopped.

Business

Response:

We investigated and Dr [redacted] is a [redacted] user (our partner on the survey) but she did in fact take a survey that they sent out. It was completed after the deadline but none the less completed. We apologized for the confusion and agreed to pay her direct for her time as stated in the invitation from [redacted]. We also paid her an extra $100 for the inconvenience of being lost between our partner and our company. We also discussed the issue with our partner so we are all on the same page. Hopefully this will close this issue with satisfaction.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: 1) I completed the survey within the deadline according to the dates survey was open from the information I read. In fact I believe I completed it at least 24 hours within the deadline. Therefore, I believe there is an alternative explanation for what went wrong in the company's system and should be explored further so that this does not happen in the future.

Review: On 6/18/2013 I received an email invitation to participate in an online survey (study #[redacted]) with this company. The email promised a $50 honorarium to be paid within 4-6 weeks. I completed the survey and received an email confirmation. I never received the honorarium and emailed the company a number of times to inquire about the status of the honorarium. Most emails were unanswered, but eventually I received a canned email dated 8/7/2013 stating "Dear MDLinx Member, Payments for those who successfully completed this study will be mailed out next month. Payments are processed and mailed 4-6 weeks from the date of the survey’s full completion." I have still not received the honorarium over 3 months after I completed the survey. I emailed the company again on 9/16/2013 - no answer.Desired Settlement: Immediate payment of promised honorarium

Business

Response:

October 11, 2013

**. [redacted],

Thank you for informing us of the complaint submitted to the Revdex.com on 9/29/2013. We appreciate your nonpartisan efforts to resolve this dispute, and have provided a brief explanation of the situation below. Of course, if you have any further questions about either, please feel free to contact us and we will be happy to provide more informadon if necessary.

Complaint ID [redacted]: Contract Disputes

[redacted] was invited to participate in an online study on June 18th, 2013 in an email invitation which offered a $50 honorarium for completion. Included in each of our invitations is the standard text stating that “honoraria will be sent in 4-6 weeks to participants who qualify for the survey and complete the entire questionnaire,” which is a timeline our project management team aims to stay within for all research surveys. As mentioned in [redacted]'s statement, she did contact our support team on August 7th, 2013 requesting the status of the honorarium. On this date, our support team informed her that honoraria payment had been delayed and would be sent the following month.

Unfortunately during the time in which the honorarium for this project should have been processed and mailed to completed respondents, the Associate Project Manager who was in charge of honorarium left M3. Although her surveys and responsibilities were reassigned to other team members, this complaint has brought to light the fact that honorarium for the study in question had not been mailed to [redacted] within our required timeline.

Upon receipt of this complaint on Tuesday, October 8th, 2013 we were able to issue a check to [redacted] to resolve the matter and sent the $50 honorarium to her reported address in [redacted], CA. We appreciate your calling attention to this matter and have issued our sincere apologies to [redacted] for the delay providing the promised honorarium. We are also currently reviewing details of similar projects to confirm that no other respondents were affected in the same way and did receive their honoraria on time.

Please do not hesitate to contact us with any questions or concerns you may have, and we will be happy to answer them. Again, we greatly appreciate the Revdex.com’s efforts to assist in the resolution of these matters, and look forward to a continued effective relationship moving forward.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,