I hired a freelancer for my mobile app developemnt, 90% of the money is alredy paid ($2200 in milestones) however the build he has delivered has bugs and the app is dysfunctional (totally useless). He has closed the contract and non responsive. I am very frustrated as a client as i dont know what to do. I have requested for a refund but not sure if that helps. Is there a way i can reach out to upwork and escalate it?
If that freelancer is non-responsive, it means that he is no longer interested in working on the project.
Refunds are a waste of your time, and have nothing to do with accomplishing your goals.
It is time to move forward, working with the other members of your team to finish the project, or hiring additional freelancers if necessary.
Promaple S wrote:
he didnt even share the full source code. How can I leave it like that and move on, there must be some protection in place from upwrok for the clients.
Of course you have every right to ask for at least a partial refund if the work was faulty or incomplete. There's more information here.
I'm sorry to learn about your experience with this freelancer. I checked your contract and since you are still within the dispute period, you have the option for filing a dispute against the paymente made on this contract. You may read up on this post about information on disputes on Upwork. Once a dispute is filed, a Mediation Specialist will get in touch with you to assist you with your dispute.
Just the same, I have shared this information with the team and they will reach out to you to assist you further through an email.
If the freelancer has closed the project, you can leave a feedback. Make use of this option. Inform other potential client about this issue. Some freelancers are incliened to refund just to make a poor feedback disappear. The freelancer might ask you to change your feedback. As we have recently learned you can do it as often as you like within 14 days after the freelancer left you with the option.
Just make sure to keep everything short and professional instead of ranting.
Sorry about the delay. We followed up with the team that's handling your case and they will update you directly on your open ticket to assist you further. We really appreciate your patience.