Service providers and buyers can find answers here to the questions that are most often asked regarding MonsterForce Marketplace. If you have a question that is not on our list, we would love to answer it for you. Click here to contact us and we'll get back to you immediately.
General FAQ
What is MonsterForce? MonsterForce is an online Marketplace that links residential consumers and commercial entities in need of IT Services (referred to as Buyers) to qualified IT Service Providers. Buyers can submit requests online for the work they need done, and those requests are answered by Providers in their area for a mutually agreed upon price of service. MonsterForce provides an amazing resource both for people in need of IT service, and those who provide it.
How much does it cost to use MonsterForce Marketplace?
There are no sign-up or subscription fees for using MonsterForce - Buyers can name their price for the services they need, and
pay only for the services they use. MonsterForce charges Buyers 10% of the total work order price once the work order has been accepted by a Provider, and takes 10% of the
Provider's earnings upon completion of the work order. These fees pays for:
Buyers fund their account just prior to creating a work order, and the agreed-upon amount is held until the work is
completed by the Provider. Upon successful completion of the job (with the approval of the Buyer) payment is released to the Provider.
If a work order is cancelled, a cancellation fee may apply depending on the scheduled time or circumstances.
If a work order is cancelled with less than 24 hours to its scheduled time, a $30 fee will be assessed. This fee is to protect Providers
from not being paid for scheduled time. In the event a Buyer does not show for a scheduled appointment the Service Buyer will be charged a $50 fee.
If the work order has been accepted and is cancelled with more than 24 hours to its appointment time, a $10 fee will be assessed.
If the work order is a cancelled, but has not been accepted by a Provider, the Buyer will not be charged.
What are the hours of operation at MonsterForce Marketplace? Monsterforce is available to Buyers and Providers 24 hours a day, 7 days a week, 365 days a year.
How does the MonsterForce rating system work? After a Provider finishes servicing their work order, the Buyer reviews the details and authorizes payment and leaves a rating for the Provider based on the performance of the job. The Provider will then receive his/her payment and will in turn leave a rating for the Buyer. The rating system consists of four questions on a scale of 1 to 5. MonsterForce hides the rating each party receives until both ratings have been entered, thereby ensuring that both Providers and Buyers can rate the job process honestly. Ratings are then made public inside Buyers and Providers profiles’ to allow future parties to make informed decisions on who buys or provides their services. Proper rating of Buyers and Providers is extremely important for future work orders with other service calls. This allows MonsterForce to ensure that Marketplace integrity is upheld.
Can I be a Buyer and Provider at MonsterForce? Yes. If you provide IT services, and also have the need to buy IT services you are welcome to create an account type for each. Simply choose the type of account you would like to set up, and complete the sign-up process for each service. There are many companies that buy and provide services nationwide inside MonsterForce. Many of our buyers are also providers and simply use both sides of our marketplace to extend their geographic coverage.
How do I become a Service Buyer? Becoming a Service Buyer is easy, and MonsterForce can help you fulfill all of your needs no matter how big or small they are. You can set your Buyer account up less than a minute and start submitting work orders to the marketplace immediately. There are no membership or subscription fees, and you only pay for the services you use. Click here to create your Service Buyer account now.
How do I become a Service Provider? The Service Provider sign-up process is completely web-based and takes about 3 minutes to complete. You will provide some basic information to set up your account and receive an email with further instructions for activation. Once your account is active you will fill out some information about your skills, qualifications and some basic Provider background information. After you have completed this process, you will have access to your Provider Control Panel where you may update your personal and business information, respond to work order requests and retrieve funds from completed work orders. Click here to create your Service Provider account now.
Buyer FAQs
How do you maintain customer service and satisfaction? Payment and feedback on each work order is a critical element in our marketplace, enabling us to monitor Buyers and Providers so we can maintain an honest online environment for our everyone. MonsterForce expects and demands the highest level of customer service from our Providers and we closely monitor Provider ratings to ensure that this is the case.
What types of service and support is offered through MonsterForce? Monsterforce Providers offer almost every type of technology repair or assistance in the industry. Take a look at our Service Price Estimator for a breakdown of categories which describe many of the services offered.
How do I modify my information? To change your password, phone number, or any other information in your profile, log into your Buyer Control Panel and select the “Manage Profile” menu option. This will take you to your profile where you can edit your information.
How are Providers selected for my work orders?
When a work order is created by a Buyer, the best possible Providers in
the area are found based on our MonsterForce formula:
During the work order creation process, Buyers also have the option to select individual providers, or refine their search
for which providers are selected with advanced search features.
How do I know I'll get quality work from the Provider who accepted my work order? Customer service and quality of work are top priority at MonsterForce. Our rating system plays a big role in maintaining our Provider's quality of service. Providers are closely monitored by MonsterForce based on the ratings and feedback they receive, and Providers who receive high ratings receive top priority when being located for your work order consideration. Buyers are encouraged to review Provider ratings so they can make informed decisions on who they decide to assign their work to. Buyer's also have advanced options of searching for Providers when they create a work order, aiding their search for top quality Providers. If you truly feel like you did not receive the level of quality you expected, make sure to report it in the Provider rating for your work order, and contact us to discuss the issue.
What should I do if my work order is not getting accepted? After a work order has been submitted to the marketplace, if it does not get accepted by a Provider within 15 minutes, it will automatically be routed to additional Service Providers within the area at no additional cost to the Buyer. The average response time for Provider acceptance is under 15 minutes. Additionally, Buyers may increase the spend limit of a work order if the price seems too low to draw a response. (MonsterForce recommends that Buyers use the Service Price Estimator before submitting a work order if they are unsure of where to set a spend limit.) Buyers are also encourages to clearly identify their needs, as vague, incomplete or poorly written work descriptions may prevent Providers from understanding service requirements and responding in a timely fashion.
What happens if I have a dispute over a work order? In the case of a work order dispute, the Buyer can assign the job to a "Problem" status through the Manage Work Orders tab in the Buyer Control Panel, or when closing a work order. MonsterForce Support Services will contact both the Buyer and Provider, and check the notes in the work order history in order to help negotiate a solution to the problem. Support is available for Buyers in our 24 hour call center where we can handle any questions or problems you may have. You may also contact us through the platform via email.
What if I want to cancel my work order?
A cancellation may be requested by the Buyer at any time prior to actual commencement of the work order,
with the following conditions:
If a work order is cancelled with less than 24 hours to its scheduled time, a $30 fee will be assessed. This fee is to protect Providers
from not being paid for scheduled time. In the event a Buyer does not show for a scheduled appointment the Service Buyer will be charged a $50 fee.
If the work order has been accepted and is cancelled with more than 24 hours to its appointment time, a $10 fee will be assessed.
If the work order is a cancelled, but has not been accepted by a Provider, the Buyer will not be charged.
Provider FAQs
Why is there no hourly rate? A flat fee, agreed upon prior to commencement of the service call helps avoid discrepancies between the Buyer and Provider in regard to work performed and time spent on-site. A payment increase may be requested or by the Provider if extra work or parts are supplied, but MonsterForce can only guarantee the Provider receive the amount that was agreed upon when the work order was accepted. Any extra work performed, or parts purchased outside of that accepted work order amount, constitutes a risk to the Provider. MonsterForce does protect Providers by using the rating system given to Buyers and will refuse service to any Buyer who uses the site unprofessionally or unethically.
How and when do I get paid for work orders? After a Provider has finished a work order, he/she then discloses details about the work that was completed and gives feedback regarding the work order inside his/her Provider Control Panel. It is then sent to the Buyer for review and payment approval. These funds are available to the Provider 7 days after the Buyer approves payment, or if the Buyer does not approve the work order within 15 days of closure by the Provider, the work order is automatically approved and funds are moved to the Provider's Virtual Account. Providers can then move their funds from their MonsterForce Virtual Account to their pre-linked bank account via ACH (wire transfer). ACH is the only method to receive payment for completed work on MonsterForce, so a linked bank account must be set up in order to receive payment. We also use this as a verification method to prove who you are when taking service calls in our Marketplace.
I employ many Service Providers. Can I list them all under one account?
If you have more than one Provider in your company, or have offices/Providers in separate locations, you can add them to your
existing company account which can be fully managed by the Account Administrator (the user who created the account).
To have access to these features, the Account Administrator will need to set up their account as a 'Business Account' when he/she creates their account.
To add a new Provider in your company's profile, login to your Control Panel and choose Manage Profile › Manage My Providers › Add New Provider.
This will allow your company’s Providers to be individually located in relevant searches, but leave the business
dealings with the aAccount Administrator. The Account Administrator will receive all notification and be responsible to
coordinate and price work orders on offer. Once a work order is accepted by the Account Administrator, the details of the
work order are then delivered to the relevant Provider in your company.
Each of the Providers in your account will have their own control panel where they can manage their own information such as skills and certifications, but can also be managed
by the Account Administrator, giving you total control over your company in the Marketplace!
If you have any questions about creating and managing your Providers, contact us. We'd be happy to help.
Why haven't I received many offers for work orders from MonsterForce?
There are no guarantees that a Provider will receive work orders; the routing of the work orders
is determined by an 8-part formula:
How does MonsterForce handle disagreements between Buyers and Providers? In the event that a Buyer or Provider feels there was a problem with something involved in a work order, either party can assign the job to 'Problem' status through the Manage Work Order tab in the Buyer Control Panel. MonsterForce Support Team will then step in and discuss the issue with both the Buyer and Provider, as well as check the notes in the work order history in order to assist in finding a suitable resolution to the problem. Declaring a problem with a work order can sometimes take a long time to resolve, so both Buyers and Providers are urged to work issues out between themselves before taking the action of delegating a work order to "Problem" status.
Will Buyers pay for my travel expenses? When a Buyer submits a work order to the marketplace, they must specify a spend limit, which is the total dollar amount they will pay for the work order. Providers may try to negotiate the spend limit before accepting of work, but the final agreed upon price includes all fees associated with the work order. The price that a Provider accepts is the amount he/she will be paid. Buyers may increase the spend limit at their own discretion at any point before a work order is closed, but it is not required nor guaranteed.
How do update information in my service profile? Skills and/or certifications may be added to a Provider’s profile at any time. Log in to the Provider Control Panel and select the “Manage Profile” button. From here, select the “Manage My Providers” option and select the Provider whose profile you would like to modify. Skills and certifications are located near the bottom of the profile listing. Saving changes will immediately update the Provider’s profile in the Marketplace. Certification numbers will be verified and removed if an accurate Certification number is not provided.
Subscribe to the MonsterForce RSS feed and stay connected with news and info. (Requires a browser that supports RSS)
Need help getting started? Having a question about something? Browse our FAQ, post a question in our forums or watch any one of our online demos.