Commonly Asked Questions:
Q: What is the expected turnaround time for work assigned?
A: Our expected turnaround time is 48 hours unless otherwise noted in the work order.
Q: For de-wints, what should we do if the pressure test fails?
A: If the pressure test fails, complete a partial wint to protect against further damages and determine what caused the failure. Submit a bid with supporting photos.
Q: What are your photo requirements?
A: You must provide photos of the entire property and at every angle. When completing work, must provide before, during and after photos. All photos must be date and time stamped.
Q:If we run into issues while at the property what do we do?
A: If you should run into any issues at the property , you are to contact your AMS rep prior to leaving the asset. For Example: If there are squatters living in the house, if the property have been vandalized, if the property is flooded. We ask that you do not leave the property until you talk with an AMS rep.
Q: How does the payment process work?
A: All work completed will be sent out in the format of an audit to be approved by the 15th of each month following the completion of work. Once the audit is approved and depending on whether you are early or standard pay will determine when the payment is processed. Example: all work completed in February will generate and send out an audit to be approved by the 15th or March. If there are any additional questions you should contact your VM rep.
Q: What are the requirements for submitting photos to work orders? Who should we contact in case of problems with photo uploads?
A: The photos submitted into Vorticity (Electronic Management System) should be clear and have date stamps. There should be clear photo shots of work being performed and correct property address. In case you have problems with uploading photos, you can contact your respective state rep.
Q: Can you please provide me with a trip charge?
A: Please contact your state rep if applicable then they will issue you a trip charge after reviewing your reason for trip charge.
Q: How do you determine if a work order should be approved/disapproved?
A: The quality of work must meet all AMS requirements in order to be paid out in full; any work order that does not meet AMS Standard will be disapproved.
Q: What do we do about canceled work orders?
A: You must contact your state rep and they will determine if a new work order needs to be written.
Q: I have the photos for a work order that was disapproved. What can I do?
A: Please email your respective state rep along with your Auditor. Your state rep will then upload these photos into the system and re-audit your work order to ensure you receive payment for the disapproved work order.
Q: When will I receive my invoice?
A: Approximately 10-14 days after the end of each month, you will receive an email with your company's scorecard and your invoice, which will be comprised of all the work orders completed and approved within that month.
Q: When will I receive payment for my invoice?
A: Payments are processed on two different schedules according to your vendor company’s Payment Tier: Standard Pay (Tier 5) and Early Pay (Tier 1 – 4). Invoices that are approved for Standard Pay begin shipping 45 days after the end of the working month. Invoices approved for Early Pay begin shipping 15 days after the end of the working month.
Q: How do I approve my invoice?
A: Once you review your invoice, you can contact your Auditor with an approval. Your approval must contain the following exact language in order for your payment to be processed: 'I, [company’s name] approve this [Month] audited invoice to be paid via [Payment Type] for a net total of [Amount Due on Check].'
Q: How is my tier determined each month?
A: The tiers are determined each month by the vendors upload timelines from the previous month of service and the scores given to each properties initial service work orders (Cleaning Initial, Landscaping Initial & Trash Removal).
Q: Who do I contact about any questions that I have pertaining to my invoice?
A: Each vendor has a designated auditor who can answer any questions that you have pertaining to your invoice. Your auditor’s contact information will be listed in the original invoice email that you receive approximately 10-14 days after the end of each month.
Q: Why can’t an assignment received later in the afternoon or evening have a due date that would still allow contractors to have 72 hours to complete Initial Services?
A: When properties are assigned within a 24 hour period, regardless of what time it was assigned, is still included in the 72 hour time frame. Our client consider this part of the 72 hour time frame for AMS as well.
Q: Why does it take a longer time to get approval for excessive debris on a trash removal?
A: Excess trash removal requires exact documentation with photos and load shots. From time to time there is a difference of opinion on the amount of Cubic Yards being claimed. This requires good communications between the contractor and respective State Representative. Excess Debris removal is reviewed by Operations Managers for final approval which allows the State Representative to adjust the payment amount on the work order. To help speed up the process ensure that you take at least 150 before photos detailing debris location, size, and scope of work required in removing debris.