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We are now receiving debit notes – these arrive 2/3 days before our remittance and monthly payment and the money is deducted from THIS months payment!
Upon checking these debit notes it turns out they are in fact job rejections, labour taken back as a recall, part costs deducted for part failures etc.
But heres the best bit:
THE JOBS CONCERNED ARE OVER 12 MONTHS OLD
some of them aren’t even available to view as CDSL have wiped out lots of historical data, ie over 12 months, from our ability to look at them.We have taken the matter up with our area manager and the official answer today from the girl in accounts is that CDSL stand by the majority of the rejections.
Regardless of whether the jobs are really recalls and the validity of the rejection we also suggested there should be a time limit during which a rejection could be made – we proposed a month.
THIS WAS IGNORED.
Is this happening to anyone else? What do you all think the time limit should be for an insurance company/work provider to reject a call. It’s worrying to think that a call we’ve done today might get rejected 15 months down the line. And what about those companies no longer working for CDSL – how do CDSL claw the monies back from them??
👿
Re: CDSL Rejections
We had an e-mail today on a similar situation. Like you, we looked at the date and drew the same conclusion regards timing.
I will have to look at the heads of agreement and see if they had set an escalation process, something tells me this is not in place.
To be fair, 3 months should be the maximum regards debiting our accounts. Once that period has passed, then we should not be subject to a claw back. I realise that if we got it wrong, then perhaps we should not expect too much, but each case has its own merits. If they felt fit to pay us at the time, then they should honour that.
Alex
Re: CDSL Rejections
This is a little worrying to say the least 🙁
15 month old invoices rejected ?? Even NESN after the fall of the Fuehrer paid rejected invoices over 12 months old.
I thought Connect’s software for submission of completed calls was fool proof, any mistakes on the job would have to be rectified before submitting for payment otherwise the “system” would not accept it…. i.e. if the job is sent for invoicing it’s accepted and paid, end of story 😕
Dave.
Re: CDSL Rejections
Worrying!
This is how worried you all should be……..
We submitted a completed call for replacing an interlock on a washer, system accepts the completed call.
Three weeks later a call comes in for a broken door, same customer, orders door frame, system accepts completed call.
We have been paid for both calls, parts and labour. The last call was 14 months ago.5 days ago we receive a debit note saying the second call was a recall of the first, the second call has been deducted from our payment this month.
So, we have had no notification of a payment problem, no chance to present our case that the door was not broken on the 1st call, that the customer has broken the door in the interveneing 3 weeks…..
We can not see the completed call because it has been archived by CDSL, we have been unable to have this decision reversed, area manager accepts its unacceptable to us but accounts/admin stand by their decision. No one at CDSL will offer an explanation as to why this has taken 14 months to reject, whoever I have asked passes the buck and blames Mastercare.
So CDSL system is not as perfect as appears.
The major failing is in Man Management of the repairers as far as I’m concerned. The above story is applicable to every job you do, paid today…rejected when it suits them, no arbitration, no common sense.
Kevin
Re: CDSL Rejections
Well with the reports in here and the others I’ve now heard by this morning (the drums beat fast at times) it would appear that this is 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} factual and has happened to a number of repairers out there working on behalf of CDSL.
There’s an interesting bit in the above paragraph, “working on behalf of CDSL”, that does not imply “taking risk on behalf of” or “not getting paid for works carried out for”, it says what it says. I have written and said many times that we are service agents, repairers if you like, we are not insurance companies or there to indemnify or absolve clients of risk. We go out, do a job, get paid… it really is pretty simple.
I accept that we aren’t whiter than white, I accept that we can make mistakes, as can anyone, but I do not accept that we should not be paid for work that we have done. And, to come back over a year later and carte blanche remove the funds from your cashflow without warning or much of any notice is nothing short of dispicable and I regard that as a contemptous action that will only serve to foster poor relations with the repairers.
On thinking about this further it opens a whole can of worms and you simply cannot run a business in this way, or at least, not our business you can’t. If CDSL (or anyone else) has accepted terms like this then I would say that the burden of risk is with them, not me. They asked that I go repair a product, I did that, I want paying for that work. To pay me then, at some point in the distant future take that money back from me, is tantamount to not paying me in the first place, in fact in many ways it’s far, far worse than not paying me in the first place as at least if that had hapened I could have cut my losses, parted company and wouldn’t have to suffer the risk of further incurred losses down the road over which I have absoltely no control.
Passing the buck to Mastercare is not an option, they didn’t ask you to do the call, you’re not contracted to them and the deal between CDSL and Mastercare is nothing whatsoever to do with the repairers. That is, unless you are privy to it and have signed a bit of paper that says you will comply with the bidding of Mastercare, if you haven’t then the deal’s with CDSL, not Mastercare and dealing with Mastercare is CDSL’s problem, not yours. If Mastercare don’t pay CDSL, for whatever reason, tough, not your problem.
I could say an awful lot more than I have on this subject and I don’t even do work for CDSL, but if that’s how they act and treat their agents, I don’t want to work for them not knowing whether I’ll be paid or not as I cannot run my business under those conditions. Just as staff won’t come to work if I remove the bonus for the completed call over a year later without discussion from their salary, I’m also quite sure that if CDSL or Mastercare treated their own staff that way they would encounter one or two little problems, possibly even being in breach of the legal framework for employers.
No, I’m sorry, but this sort of thing in my opinion is entirely unacceptable and I have no wish to fall out with CDSL but people there know I’ll call it as I see it, irrespective of the consequences.
K.
Has this been sorted yet? I ask because I was giving CDSL time to sort the obvious “glitch” in the system before gobbing off and getting anyone upset but, frankly, I’m sick of getting calls and PM’s about it!
It would appear that more than a few have been affected by this.
Apparently CDSL have said that it will be fixed, we’ll obviously report when it has been.
K.
Re: CDSL Rejections
Just to update where I am with these rejections……
3 of mine have been cancelled, I originally got 7. The remaining 4 are now down to me and have been refused. I have been asked what I would like to do about that, this was my reply.
I am now going to write to the 4 customers explaining that Mastercare are refusing to pay for work done by their contractor, CDSL, and in turn payment was withdrawn from me. I will ask the customer for:
a) return of the parts fitted
b) payment for the parts fitted.I realise that as the customer did not employ me directly, in law has little obligation to do either of the two requests, that my contract was with CDSL, I may well be whistling in the wind……….
However, I have informed CDSL, that I will not support Mastercare with these customers in the future, unless my outstanding invoice is paid, therefore 4 customers of Mastercare will have a long wait for Service from me……
My total rejections are now circa £220.00, all over 1 year old, but at least I’ve been told there are no new “aged” ones in the system. Cold comfort that.
Kevin.
In fact there’s a bit there that’s not strictly true.
A long time ago in a previous life I found out that it is in fact the responsibility of the customer in law, who allows the work to be carried out, to ensure that the works are paid for. This does actually make sense if you think about it.
So in fact you are perfectly entitled to take the customer to court in order to recoup your costs and, since the customer allowed you access and agreed to the works being carried out on their behalf the ultimate responsibility for payment lies with the customer. The fact that they had a warranty from whoever is pretty much a side-bar issue as they tendered that as your payment in deference to any other method. Just as a cheque is not honoured when offered for payment, if a warranty or insurance also does not honour the payment the effect is the same technically, you don’t get paid.
Now, the issuer of the warranty has to ask themselves if it’s worth the hassle and adverse publicity both within the trade and the public domain as this is a nice juicy story for the front page and I’m sure some of the consumer organisations would love to get a hold of this one as well just for sport.
K.
Re: CDSL Rejections
Following on from What Ken has said.
If we get an insurer that refuses to pay, we write to the customer, enclose a new bill at chargeable rates and advise the name & phone numbers of their insurers. We point out that for some reasons best known to their insurers that they the customer are not getting any support despite the fact they have paid for it. We also send a copy of the letter to the insurers or Manufacturer, depending on who was supposed to have paid the bill in the 1st place.
When Powerhouse went down we wrote to ALL the customers where the insurance was not honoured. We advised the situation and invoiced them individually. We explained the insurance was not vaild, therefore they were responsible for the repairs.
A few paid up there and then, the rest either never replied or told us where to go. I left it a little while then had a debt collection agency send a standard letter. They all paid up in full.
We have raised the odd County Court Summons when we have had to, but usually the original debtor/insurer steps in.
Alex
Yeah and I also now refuse to lower the bill back to contract rates should we get one of those, “oh we made a mistake, credit the customer and re-invoice to us and we’ll pay it” calls. We have the time waiting on the cash in the first place, or in this case the removal of it, then the wait for the fresh payment as well as all the hassles in between with the customer etc., so sorry but it’s full fare as my time costs money just the same as an insurers does and I do not work for free. I’m fair with it, but not free.
Alex is spot on though, it is the customer’s responsibility to ensure that any work carried out in their home is paid for, not anyone else’s. So just bill the customers and follow the path set by Alex as getting rejections like this, this late, is just a total nonsense.
And so far I’ve spoken with at least seven or eight people that have had this happen to them.
K.
Re: CDSL Rejections
Trawling through the back numbers this morning wondering why I have not heard from CDSL regarding calls I have asked for “recall” to be removed from, I find CDSL have shut them as recalls and ignored our request.
One of them was raised on purpose to enable CDSL to pay a double labour rate for a 2 1/2 hour call where we replaced the oven shell on a free standing gas oven. It actually took two men 2 1/2 hours but they supplied the second man. So I’m suprised to find they have ignored our request, as they asked me to do the call and assist their own engineer to gain experience on other makes by being the second man.
A question to CDSL…….what are you playing at?Who is closing our jobs? Why?
I won’t hold my breath waiting a reply.
KevinRe: CDSL Rejections
It seems its time to put this to bed.
My thanks to CDSL for a quick response to the problems some of us have experienced for the last few weeks. Where you work for a contract/work provider its only right that there are expectations on both sides, common ground has to be found by both parties if we are to move forward.
This thread has highlighted several problems and hopefully we have progress on those now, which everyone will benefit from.
Perhaps we can now get back to what we do best….Service.
Kevin
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