Ryheena
United States of America#2Consumer Comment
Thu, August 30, 2012
The problem with Elance is that they have no intention of protecting the Service Providers if your hired contractor does not complete the work. In fact it is in their best interest to make sure that the Service Provider never gets the money back so that they can keep their fees. They make this possible by colluding with a shell company "Net-Arb" that has no physical address, very few employees, they certainly do not use a "panel" of judges that they claim review your case.
I hired a contractor to build an instant messenger module and laid out approximately 10 requirements very clearly in the initial documentation. It was quickly evident that the contract was not competent enough and too inexperienced to finish the project. After laboringthrough a month of excuses and extending the project an extra two weeks to allow him some time to finish, he still only had about 3 of the 10 requirements completed. Nearly ever feature expected from a generic instant messenging application was missing. A fact I brought up on multiple occasions to the contractor. I informed him of these shortcomings before I extended the project for him and thereafter. After two more weeks of little progress I had enough and kindly explained to him that I would pay him for the work he had done and offered him $800 out of the $1500 project which was very generous on my part.
He sent me to Elance's arbration/mediation and my only recourse was to use Net-Arb who they offer as the only arbitration firm you can use. In most cases they side on the side of the worker so that Elance does not have to refund the money or their fees. They will not review any evidence you provide. Their arbitrators are either incompetent or seem as so because they have no intention of offering you a fair hearing. They ask for evidence that has very little to do with the case and ignore essential questions like: Did the programmer complete all of the work? Never was I asked any questions about what was done, never was the programmer asked to verify that his code worked or to demonstrate it. They will ask a non-technical person to look through all of the code and explain why the code does not work.
Their decision was to give the programmer 100% of the money and even wanted me to pay his arbitration fees!
I have posted this experience on multiple boards and filed a rip off report here. Elance and Net-Arb employees are writing rebuttals to them. Making up extremely upsurd statements about me and my company that are total lies made up to discredit me. They said that my "company had failed because of my poor management which stemmed from a culture of scapegoating and that only employees left were those that had been the most negative about other employees." No one from their company knows anything about my business, who I am, what projects I am working on, or has met or spoken with any of my employees.
Beware, this company is willing to lie and deceive its customers. There are reports just like mine across the internet. I post this as a warning to all consumers that are thinking about using Elance or Net-Arb. Be careful, if your worker decides to not do the work or give you very poor quality work product you will have no ability to reject it! I would wish anyone to go through this experience.