HomeAdvisor

This complainant is a party other than the verified owner/account holder of the account with our companyBecause we are only authorized to discuss this matter with owner of the account as listed in our system, that is the only party that we have attempted to contactOur records, available upon request, verify that we have made multiple attempts to reach the account holder through their primary contact number and have left multiple messages in the process

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ We have spoken to this customer and addressed their situation We maintain that all charges are valid, and that the customer did win work with our serviceAdditionally, our annual membership is non-refundable and explained as so in our terms and conditions to which the customer agreed toDespite this, we did extend a settlement offer to this customer to close the matter, however the customer declinedWe do not feel that there is merit for refunding the entire amount paid as requested Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say business was gained but I gained nearly nothing for my investment they offered me a settlement that was unreasonable and far from what I would expect from a company who should have integrity in keeping the people (who keep their business running ) happy

We stand by the arrangement made with and agreed to by this customer in our original response to this complaintWe consider this arrangement and the substantial credit provided therein to be a fair resolution, do not find the demand for a full refund to be warranted, and we reiterate that we consider this matter to be closed

While we have not been in touch with this customer, we would like to use this response as our written apology for the misunderstandings that lead to this complaint, as well as a means of assurance that the issue has been addressed and resolvedAt this time the balance in question has been cleared, no collections activity was pursued, and the account has been cancelled in full per the customer's request

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns, how to address them, and our service overall.As a result of that conversation we have offered a written proposal that arranges a plan for this customer to move forward with their account and are at this time awaiting word from the customer on how they would like to proceedWe are confident that we will be able to finalize this matter soon and are looking forward to the customer remaining a valuable member of our service network

In speaking with this customer and reviewing our records it became clear that there had been some confusion regarding the actual cancellation date of this customer's account, and as a result, there was a disputed balanceAfter a productive conversation we have apologized for any frustration that arose out of this confusion, a settlement was reached, and we have at this time parted ways with the customer on amicable terms

Initial Business Response / [redacted] (1000, 7, 2015/10/13) */ We have been advised that this customer has sought legal counsel regarding the situation with the contractor in questionAs such, all future communications regarding this matter will go through our legal department Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/14) */ Dear Mr [redacted] As requested, I would like to confirm: I would prefer not going to court to solve my problem with either Home Advisor or Red Stick LawnScapes As requested, I am forwarding to you the letter I received from Mark Kindred of Home Advisor Any assistance you can provide in resolving this situation, would be greatly appreciated [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ We have been in touch with this customer and have addressed their concerns Though we maintain that the charges to this account were valid, in order to amicably resolve this customer's concerns we have issued a refund for their requested amountAt this time this customer remains a member of our service Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Company responded to the complaint in a satisfactory way, however I think that the complaint should be resolved by the company itself at the first instance without filing it with the Revdex.com

We were able to reach this customer and have addressed their concernsWe found that their had been miscommunications surrounding the circumstances under which this customer had cancelled their account which lead to the account being cancelled with a negative balanceTo correct this concern, we have issued a refund for the balance in question and have parted ways with the customer on amicable terms

Prior to receiving this complaint, our customer service department was able to resolve the concerns as listed in this complaintThe charges in question had been made as a result of updates to our subscription model, something that had been addressed in an email that was sent to all account holders whose membership was affected by the changeWe have apologized for the misunderstanding in this situation, have amended the customer's billing structure, and at this time we are pleased that the customer remains a valued member of our network

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ We have discussed this complaint with the customer and resolved their concerns We found that there were misunderstandings regarding the membership fee that we require for joining our network, as well as the type of leads that this customer would be receivingTo part ways on amicable terms, we have issued a credit to wipe their balance

Complaint: [redacted] I am rejecting this response because: My Company name is still coming up in [redacted] search.Please remove me from [redacted] adwords and [redacted] search Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ We have successfully contacted this customer and addressed their concerns After speaking with this customer and researching their account, we have determined that the customer did in fact make a reasonable effort to cancel their account within our required hour window after their initial signupWe found that both unfortunate timing involving a weekend, as well as fact that the customer had been attempting to contact his sales representative as opposed to our customer service team lead to delayed contact, thus putting him past the allowed window of timePer our policy, the customer service representatives are not allowed to refund past that window, a fact that lead to this complaint Given these circumstances and the desire to part ways on amicable terms, we have issued a full refund to this customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Due to the nature of this complaint we have not been in touch with this consumer, but would like to apologize for any unwanted contact that they have received from our company.We have honored the consumer's request to be placed on our Do Not Contact list and would like to assure them that they will not receive any further contact regarding our serviceWe would also like to note that we hold our sales representatives to a higher level of professionalism than what has been described in this complaint and this situation is being reviewed and addressed by our management team

We have reached out to this customer via email to apologize for any confusion surrounding our autorenewal policy and to inform them that a refund has been issued as requestedThat refund has been processed, their account closed, and we have offered our assurances that no future billing will occur

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 meAs long as they don't solicit me any further Sincerely, [redacted] ***

Upon contacting this customer and reviewing their experience with them we were able to resolve the concerns as listed in this complaint.At this time a settlement has been reached, the customer's membership with our network remains active with their lead generation turned off, and we are looking forward to further adjusting the customer's account settings to ensure a successful business relationship in the future

While we were not able to discuss this customer's concerns over the phone, we were able to exchange our point of views over email and have reached a resolutionAlthough our records supported a different course of events than described in this complaint, we were able to agree to a settlement with the customer that resulted in the cancellation of their account on a favorable status and look forward to the prospect of working with this customer again in the future

Per our original response, we had been waiting on contact from this customer to finalize our arrangements on how they would like to move forwardSince that time we have reached out to the customer again in an attempt to fully resolve this complaint, but have not yet been able to do soWe still remain optimistic that we will be able to adjust their account to settings that will allow them to see beneficial results as a member of our network

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ We have been in touch with this customer, discussed their concerns, and were able to reach an amicable resolution In light of the fact that our service was not properly and fully explained during the sales process, as well as an internal error regarding their cancellation, we have amended their outstanding balance and have ended our professional relationship Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/17) */ HI Revdex.com YES I SPOKE TO A [redacted] AT HOMEADVISOR AND HE INFORMED ME THAT OUR ACCOUNT IS CLOSED AND IS AT A ZERO BALANCE AND HOMEADVISOR WILL NOT BE SENDING ANY UNPAID BALANCES TO ANY COLLECTION AGENCIESSO IF WE HAVE ANY MORE ISSUES WITH THIS COMPANY WE WILL BE CONTACTING Revdex.comTHANKS AGAIN