HomeAdvisor

We have been in touch with this customer and were able to address their concernsWe have apologized for any misunderstandings or confusion regarding our credit policies, explained options that could better serve their business needs, applied credit, and while one of this customer's two accounts have been cancelled per their request, we are pleased to still have the customer active in our network

In reviewing this customer's account, we were able to determine that there had been some confusion regarding the nature of our service, that the customer was able to reach a manager to discuss their concerns and received credit to their account, and that the customer then decided that they did not wish to continue their membership with our companyAs the customer made us aware of their decision within a reasonable time frame to their discussions with the manager, we were able to amend the balance associated with their account and have since cancelled it in full with no further balance owed

Our company is, always has been, and will continue to be in full compliance with the guidelines and laws set at a state level for licensing and/or certifications required for members of our network to perform tasks in their respective tradesWe have referred this customer to our company's terms and conditions, which are available on our homepage, for any further clarification they may require regarding adherence to these guidelinesAt this time we have informed this customer that any further questions or concerns they may have will need to be directed to our legal department

Per our response to this customer's complaint that was filed last month, a refund had been processed prior to our receiving itSince that time we received a chargeback from the customer's financial institution, meaning that they have now received the disputed amount back twice overThe customer can confirm review their credit card statement to confirm that this is the case, and we will have a customer service representative contact them today in order to address the outstanding balance that resulted from this situation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Chad [redacted]

Although this complainant is a party other than the account holder with our service, we have been in touch with the latter and were able to resolve the concerns that lead to this complaintIn order to resolve the matter at hand we have amended the balance associated with their account, there is no further balance owed, and the customer's account has been cancelled in full per their requestWe would like to apologize for any confusion and/or frustration that came as a result of this customer's experience and wish them all the best moving forward

While we have not yet had the opportunity to address the concerns brought up in this complaint with the customer, we do expect to be able to make contact in the coming business daysWe very much look forward to resolving this customer's concerns, and will provide an update to the Revdex.com as soon as we are able to do so

Although we were not successful in contacting this customer regarding their concerns after multiple attempts, we would like to use this opportunity to relay that their requested resolution has been provided.A refund has been processed, the account canceled per the customer's request, there will be no future charges, and we are at this time considering the matter closed

Our records directly refute this customer's claim that they were not contacting the leads that were provided to them, and we can furthermore confirm that the customer was able to land and complete jobs as a result of those leadsWe would also like to clarify that per our terms and conditions, the leads generated through our service are never sent to more than a maximum of four different service providers.In light of our documentation that includes this customer attesting to an entirely different story than what is represented in this complaint, we are resolute in our stance that the entirety of their outstanding balance is valid, and as such, we are currently considering this matter closed

Prior to receiving this complaint the consumer had been in touch with our customer service department and requested to be placed on our Do Not Call listThat action has since been taken and the consumer will no longer receive any communications from our company

Upon reviewing this customer's account and discussing their concerns with them, it was readily apparent that the customer had made a good faith effort to cancel their membership with our service within the allowable time frame to receive a refundAs such, we were able to reach a resolution with the customer, cancelled their account in full, and have since parted ways on friendly terms

Initial Business Response / [redacted] (1000, 8, 2015/10/09) */ Though we have not been able to make contact with this customer, we have left messages explaining the situation We had previously provided a refund to this customer, and after that refund had been processed, a dispute was filed to reverse the original chargeEssentially, this customer has received their money back twice, thus the outstanding balanceWe have explained to the customer that in order to wipe the balance, they will need to instruct their bank to cancel the chargeback Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We disputed the charges on our credit card BEFORE we were refunded, that is what prompted the refund.(see attached credit card statements: date of dispute:06/27/14,Date of refund:07/09/14)The company should have worked through the credit card dispute process instead of double refunding usSince then we have contacted Home Advisor multiple times to correct the situation (08/03/15;09/18/15;09/22/15;09/30/etc.!!!) On 09/We spoke with [redacted] at Home Advisor and provided a credit card numberHe assured us the situation would be correctedTHE FOLLOWING WEEK WE RECEIVED MULTIPLE CALLS FROM BOTH HOME ADVISOR AND THE COLLECTIONS COMPANY!!!!! This is beyond absurdNot only is this company a fraud to begin with, we are still dealing with a double refund in which the company can not get correctedWe have wasted way too much time trying to get this rectified This is terrible customer serviceIf the company cannot reverse one of its double credits or cannot charge the credit card that we provided, we are at a loss for how to proceedWhat else can we do??????? We feel this is turning into harassment Final Business Response / [redacted] (4000, 12, 2015/10/20) */ When we originally processed the refund for this customer, they did not inform us that they had processed a charge dispute with their bankSince we provided the refund, the customer could have reversed their charge dispute at any point or could have informed our office of the situation prior to being sent to collectionsThey were sent notifications prior to being sent to collections via both email and USPS Given that this customer's account has already been sent to the collections agency and our company has since incurred the fees associated with that action, we can only recommend that the customer make their final payment with that agencyThis would close the matter entirely for both parties

Over the life of this customer's multi-year membership with our service, they have filed multiple complaints with the Revdex.com and have made continuous threats of media escalation regarding longstanding company policies that have been exhaustively explained to themBoth the employees and management teams of multiple departments have made every effort possible to accommodate this customer's requests, up to and including the application of a substantial amount of credit to their account despite the customer having won an array of jobs as a result of our servicePer our terms and conditions, our company, in its sole discretion, reserves the right to terminate the membership of any customer at any time for any reasonAs it has become apparent that our service is not a mutually beneficial fit with this customer's business needs, we have chosen to exercise that right and are firm in our position that no refund is warranted or due to this customerAt this time their account has been cancelled in full with no further balance owed and we are at this time considering this matter closed

We have made multiple attempts to reach this customer but have not yet been successful in contacting them to discuss their concernsThe direct contact information of the party handling this matter has been provided to the customer in multiple voicemails, and at this time we remain optimistic that we will have the chance to resolve this complaint on amicable terms

In speaking with this customer and reviewing our records, we were able to determine that there had been some confusion regarding having this customer's leads turned off for and extended period of time versus cancelling the account in fullAs a result of this confusion, the customer's lead generation resumed along with the related charges after a three month period of inactivityWe found that the customer was diligent in contacting us regarding this concern as soon as they were aware of it, and we have since reached a settlement for the resulting chargesAt this time the customer's account has been cancelled per their request and we have parted ways on amicable terms

We have made multiple attempts to reach this customer regarding the concerns listed in this complaint but were unable make contactOn each attempt to the primary phone number listed on this complaint, we left a voice message informing the customer on how to reach the party addressing this matter, and at this time we remain optimistic that we will be able to bring this complaint to an amicable resolution

We were able to reach this customer and have addressed their concernsWe found that this customer's outstanding balance was due to several factors including a change to the customer's billing information, creditable leads that we had not previously been aware of, and some miscommunication regarding the date of cancellation requestIn light of these circumstances and discussing other aspects of our service with the customer, we were able to amend the outstanding balance that had been associated with this customer's accountAt this time their account has also been closed per their request and we have parted ways on friendly terms

Complaint: [redacted] I am rejecting this response because:Home Advisor has provided information The customer service department only called me after they had received the complaint I expect a full refund of the originally requested amount I am more than happy to share all invoices for work completed by my company that will show that we only had 4-instances where we performed work based upon a lead from their site This is out of many dozens of leads they sent my company and many thousands of dollars spent Sincerely, [redacted] ***

While we're sorry to hear of any confusion that may have transpired in regards to the lead generation aspect of our service, this customer has been actively advertised on our website and within our directories for over five months, and during that time multiple credits have been applied to their account to avoid charges related to this concern being applied to their form of paymentGiven these circumstances we do not feel as though the refund this customer has requested is warranted, their lead generation will remain off as instructed until the date requested, and we are at this time considering the matter closed

This consumer had not made our company aware of their concerns regarding the work on their home prior to filing this complaint, and as such, we were not previously afforded the opportunity to discuss any potential solutions with either this consumer or the contractor in questionWe do attempt to resolve such issues through our Customer Solutions Department, and that department has reached out to this consumer and provided the direct contact information for the party handling this complaint by both phone and email