FairShake Inc.Reviews of fairshake.com

Response from FairShake Inc.May 14, 2021

Hello, To look into this, I've sent a message asking for your contact details. This will let us research and understand the specifics of your situation. We do proudly say at FairShake that "We only get paid *if* you do." And it's true — we don't ask for any payment to us unless a user has reached a successful settlement of their claim. At the time of that settlement we ask for payment. However, we offer an option to defer that payment by 30 days so that the settlement (which goes directly to you) will hopefully be on hand by then. For your situation there are actually 2 circumstances that might apply here: • For many claims, if a user wants to escalate the claim to arbitration there is a $200 fee that goes to the American Arbitration Association, which we ask the user to cover. This fee doesn't apply to individuals below a certain income level (we provide that information in the product flow). The fee is also usually eventually reimbursed by the company which the claim is against, and when that reimbursement comes in we pass it along to you. It's always our goal to see claims settled before escalation, so this fee doesn't come into play. • When a settlement is signed we ask a user for payment of the commission (10 or 20% depending on the settlement). This payment can be deferred by 30 days so you have a chance for the settlement to come through. If you need help doing this on your dashboard you can use the chat feature to ask a FairShake rep for more help. I've searched our site and cannot find the phrase "We get paid *when* you do." However, if you can point me to the page you are referring to I will make sure it gets updated to reflect our process. -MK

Response from FairShake Inc.May 11, 2021

Hi K, I'm sorry to hear about your frustration. The forms included on our web pages for companies we don't take claims against make clear that you will be added to a list and informed if and when we start accepting claims. I recognize this isn't the ideal answer someone wants when they're facing a serious consumer issue. We're constantly evaluating which companies we can bring claims against so that we can make sure our customers have a positive experience. Ultimately if we process a claim we want to make sure we can provide support throughout the process. We do take all feedback seriously and I will make sure our website developers are aware of your feedback. -Max

Response from FairShake Inc.Apr 7, 2021

Hi Jennifer, Thanks for your feedback. We take it seriously and we want to do what we can to make sure companies provide settlements quickly once our users agree to them. As further info: When you sign the settlement offer, this is a legally binding agreement between you and the company. The settlement agreement usually outlines the terms, specifically the timeframe when you can expect the settlement. This is typically within 30-60 days, but sometimes depends on your billing cycle. This is especially true if you are receiving account credit. You can always view the agreement by logging in at app.fairshake.com and if you have any questions you can chat our team. If you don't see the settlement come through within the timeframe above, please let us know. We can refund you as well as provide info on your options to take things further. -MK

Response from FairShake Inc.Mar 9, 2021

Update 3/11: Our team followed up on the issue here. American Express has reissued the payment and Mr. Cameron has received it. The initial issue was caused by the bank that the payment was being sent to. -Max Hi Jerome, I'm sorry to hear this. I have triggered a refund of your FairShake fee. Unfortunately companies control the pace at which they provide any settlement that they have agreed to (although they are legally bound by the settlement). -Max

Response from FairShake Inc.Feb 25, 2021

Update 2/26: Hi, We've triggered a refund of your payment based on your dissatisfaction with the service. (Please note that according to our payment processor it may take up to 10 days to appear on your card.) If you still have not received credit from the company in another 30 days, please do message us at [email protected] and [email protected]. We rely on companies to follow the agreements they sign through our platform -- they generally do, since these agreements are legally binding -- but if a company isn't following through on its commitments we want to know. -Max Hi, I do see you have signed the settlement offer you were offered by company, which you can access and download from app.fairshake.com. Unfortunately, FairShake can't control how quickly a company follows up and delivers the settlement that they have agreed to. Sometimes a company may require additional tax documents as well, like a W-9 form, so you should check your email to make sure you weren't asked for follow-up information either directly by the company or by their law firm. If you have further questions please contact us at help[at]fairshake.com and/or trustpilot[at]fairshake.com -- we want to make sure your settlement reaches you! -Max

Response from FairShake Inc.Mar 9, 2021

Hello, If you message me with your information I can have our team look into this. I'd also like to make sure you're aware that if you visit your FairShake dashboard (https://app.fairshake.com/) we have an option to chat live with a claim specialist who should be able to answer your questions. We switched to this method late last year to replace text messaging -- you should have received a communication but I apologize for any confusion. Finally, while we help users escalate a claim to arbitration, the arbitration process itself is run by the American Arbitration Association -- an independent, neutral entity -- who controls the timeline of any case. Most claims don't go to arbitration -- our hope is always to see a fair settlement between a customer and the company before they get that far. -Max

Response from FairShake Inc.Feb 2, 2021

Hi John, I believe our customer experience team has reached out to you about your case, after your review was written. Unfortunately it appears you have ended up in a rare situation where the company you have a complaint with decided to take its ball and go home rather than play by the rules of their own contracts. This is rare but it can happen. And when it does FairShake looks at how we can respond to minimize the challenge for you and our future customers. This is not the outcome we were hoping for either, since we only get paid when a customer gets a successful resolution. The team should be able to help you understand your next steps from here, but if not you can contact me directly at trustpilot [at] fairshake.com Max

Response from FairShake Inc.Jan 21, 2021

Hello Deloris. Thank you for the feedback. FairShake's minimum fee on successful resolutions is $20. Our process involves producing and sending legal documents, as well as making available customer service and other professionals, so it's not feasible for us to take a claim to resolution without covering some minimum cost. If you have not yet received dollars from the company and are still awaiting the settlement you were promised, you may have to wait as long as 30 days from the date you accepted it for the payout to work its way through the company's system.