Late Service Form Submission Policy

Late Service Form Submission Policy

Part I:

A vendor has not completed a service form 12 hours past the end of the service time stated on the service ticket. If a vendor has not submitted their service form within the allotted timeframe this could result in the following consequences:

• Decrease of the vendor's "reports submitted on time percentage" (see more details below)
• Pay deduction of the service
• Limited service visibility 
• Probation period with possibility of termination 

The Pay Deduction Chart for late services is as follows:

*As the service will dropped after the start of service time, this WILL affect a vendors Last Minute Drop Service Percentage. 

Part II:

If any vendor's reports submitted on time percentage drops below 65%, the vendor will be placed on a probation period with Alcove until further notice. Alcove will communicate with the vendor the appropriate amount of time allotted for the vendor to increase their reports submitted on time percentage to be at or above the minimum. The probation period will be determined by the number of available services for the area, the vendor's average monthly service rate and the current report submitted on time percentage. 

Removal of services is subject to Alcove's standards and policies. Alcove has the right to remove a vendor from the Alcove Marketplace at any time. 

When is a service form considered late?

Alcove has two types of service completion dates for services, flexible time window and arrive on time. Below are examples on how to read the end of service date for each type of time.

How to request an extension on a service with Alcove

If a vendor is not able to complete the service form in the allotted timeframe, they will need to request for an extension on the service. Extension are not guaranteed, but will be granted based on the following criteria. 

• Is the service a high priority service?
• Does the service have the ability to be extended?
• Is this a recurring ask of a vendor?
• Is the vendor currently in good standing with Alcove?

The allotted time for an extension is typically 18 hours, but can vary based on the service and the vendor situation. 

In order to request an extension of a service contact Alcove via phone, text message or email in the following format:

Title/First Line: Late Service Form Submission Extension 

Type of Service

Property Name

Date of Completion (this can be the range or the exact date and time)

Reason for Delay: Explain the reason why the service will be submitted late.

This must be completed PRIOR to the end allotted service submission time period. 

What happens if the service cannot be completed because of an Extenuating Circumstance?

Some examples of Extenuating Circumstances can include, but not be limited to the following:

• Failure for equipment to arrive at the property. These items are typically, 
  • Front door or bedroom locks
  • Furniture
• Utility services are not on and are needed to complete the service
• Access is not working / has not been granted in a timely manner. 
  • Note: Failure to access the property does not include vendor negligence to go through standard operating procedures to determine accessibility. 
• Unclear instructions on specialty services
  • For example, it is unclear what items are to be removed in a junk removal