Captovis Advanced Industries Inc. - Warranty Work / Withholding payment from contractor
This is long but read till the end. The last paragraph is the kicker!! DO NOT DO CONTRACT WORK FOR THIS COMPANY!! THEY WILL EVENTUALLY RIP YOU OFF!
I have a three year history with this company. I used to do on-site electronics repair for anything from Plasma's, LCD', DLP's, Computers, printers, copiers, etc. They are a warranty repair company for big box stores. The would dispatch a ticket that was 2 hours away from me, it would take 2 hours to do the job and two hours return. That is six hours total, but they would only want to pay my normal fee of an hour on site and 15-30 min commute. On top of this there was a $10 toll! You may ask why did I just not decline the ticket? Well they really pressure you into it and if you leave them hanging they will leave you hanging.
If you get on their bad side, they will ignore your calls for tech support while you are on site. I called 5 times in 90 minutes at one job because they sent instructions for a different model printer. After five phone conversations with tech support (who claimed they couldn't find a manual) and 90+ minutes of waiting I had to leave the site because I had three other scheduled appointments. While there I had taken 1/2 the machine apart and put it back together and it was working fine (over 100 screws out and then back in) Upon leaving I called my manager and told her what happened and she didn't seem to care. She had the attitude "that's horrible but too bad, sometimes calls go well, sometimes they don't" I also told her I was running late because tech support wouldn't help and they never returned the calls they said they would. Well now I was running late for my next appointment for this company, but I was heading to a new ticket and customer. I called and informed him I was running late.
I arrived on-site and installed the part. It didn't fix the issue. Someone had mis-diagnosed the unit (which happens 2/3 the time). As soon as I got there and he told me what was going on with the unit I thought the parts were probably wrong. When he showed me the problem, I knew they were wrong. I replaced the parts anyway, as per instructions and then diagnosed the unit correctly and ordered replacement parts. When I looked at this work-order online when I got home, my manager had written a "negative" mark that I was late to the site, which was because tech support wasn't helpful at the previous work-order. I should still get paid for this even though the parts didn't fix the issue.
When I arrived to my next site, I got all my material out and unbuttoned the "patient". I had to do a routine procedure but this was a new model, one which I had never worked on. Thin of it like knowing how to change the brake pads on a [protected] and [protected] Volkswagon Jetta and you have a job changing the pads on a 1999. You don't know if they are identical so you take a peak. Everything looks the same but you want to make sure so you check the maintenance manual. Similar situation but for me I was looking at electronics. So I called tech support and told them the situation and I was ordered off the site immediately. This blew my mind. I asked why and I was told I should never have accepted this ticket if I hadn't worked on that model. The only difference between what I had worked on in the past and this model is size. Physical size. Actually most of the parts are all the same, except the spacing in the unit is tighter in smaller units and less tight in larger. Well I button the patient back up and I am on my way to the last client.
I make the 65 mile drive in 85+ mins. I call the customer on the way to let him know my ETA. I get on-site and check in with Captovis and I am told that this work-order has been canceled. They knew this all day long and not once did they let me know. They didn't even email me, which I wouldn't have received until I was at home. Out of the 11 times I talked to people at the company not once did anyone mention this. They even knew which workorder I was going to after the one I was kicked off site. The customer didn't know it was cancelled either. It was canceled by the warranty company as they were buying the unit out instead of repairing it.
So off I went. I drove 385 miles that day. I spent a total of 14 hours of my time and about $50 in gas, and $10 in tolls, and probably $10 in cell minutes while on hold. Here is the kicker. They didn't pay me. I waited for my billing to post and I saw nothing. When I called and complained, I was obviously put on a call blocking list as my cell and office phone number could never get through. I used a friends or family's phone and it went right through. They also neglected to return 1 of 45+ emails ( I emailed about 7-8 people, including the Pres, VP, regional managers, etc). I was put through to the person in accounting (who will NEVER return a call) and left 8 VM's (one per day) and not one returned. I even had fmaily around me when I left the messages and asked if I was being rude or anything while leaving them. The did issue a check at the end. It was for 17% of what I was owed. It just barely covered my gas, tolls and cell bill.
There are more stories and issues but they are not worth more of my time explaining them. Captovis has stolen enough time and money from me already.