HomeAdvisor

We have not yet been able to reach this customer, but remain optimistic that we will have the chance to address their concernsWe have left our contact information in a message to the customer, and will provide any updates to the Revdex.com as they are available

In speaking with this customer and investigating our records, we found that there does seem to have been a misunderstanding in regards to how the leads generate through our system are billedThough we presented an option to enter a program more along the lines of their original impression, the customer had since picked up enough work that our service is not currently a good fit for their businessAs such, we were able to reach a settlement with the customer and have since parted ways on friendly terms

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ We were able to reach this customer and have addressed their concerns We found that there were several aspects of our billing system that contributed to this misunderstandingWhile speaking with the customer we were able to clarify why the account was charged the way it was and were able to adjust their account in order to prevent similar issues in the future We have adjusted the balance that was associated with the customer's account and at this time they remain a member of our network

We have been in touch with this customer and were able to address their concernsWe found that there were some miscommunications regarding the timing on activating this customer's accountAdditionally, during the process of attempting to resolve the issue just after the customer joined our network, the supervisor handling the situation left for an extended medical leaveOnce our office was made aware of this complaint, we were able to properly address the customers concerns and reach an amicable settlementAt this time we have parted ways with the customer on friendly terms

A substantial amount of credit had been applied to this customer's account over the life of their membership for both this and other concerns, and as such we are standing by our original response to this complaint and are considering this matter closed

Our customer service department has been in touch with this customer regarding this complaint since receiving their responseAt this time the balance associated with the customer's account has been cleared, their account cancelled, and we are at time considering the matter closed

In speaking with this customer and reviewing the notes from past conversations with our representatives, we found that the customer had been consistent in their story that the terms of their service had been explained in a manner other than the service that they receivedIn determining that there may have been some confusion in regards to certain features and benefits of membership in our network, specifically our Instant Booking program, we were able to reach a settlement with the customer to bring this complaint to a resolutionAt this time the customer's account with us has been cancelled in full with no further balance owed

We have been in touch with this customer and were able to address and resolve their concerns.At this time a settlement has been reached, the outstanding balance associated with the customer's account has been amended, and their account has been cancelled as requested. We have apologized for any... frustration that may have occurred as a result of this situation and wish the customer all the best moving forward.

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ We have been in touch with this customer and have addressed their concernsAfter clarifying several aspects of our service that were relevant to this complaint, we have provided a refund to the customer

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, [redacted]

Although we have not been in touch with this customer we would like to use this opportunity to inform them that their resolution as requested has been provided; we also have information to provide regarding their concernsWhile this customer did contact us within the allowable time for a refund and that refund for membership was in fact provided, we then received charge reversals from the customer's financial institution that lead to the balance in questionAt this time, however, that balance has been cleared, there is no further balance owed, no negative reports were made against the customer's credit, and the account has been cancelled in full.We trust this resolution will resolve the matter at hand and wish this customer and their company all the best moving forward

We have again been in touch with this customer and have done all that we can do in regards to their complaintOver the life of their account, we have gone above and beyond our credit policy as a courtesy to this customer and have provided credit for over 60% of the leads that they were sentWe reminded this customer that as a form of advertising, we cannot guarantee contact with every lead they receive, thus the reasoning behind our credit systemThe customer also stated that they have seen a positive Return on Investment as a result of membership with our service, but that the return was not high enough for their likingDespite the fact that this customer stated that they will not inform the Revdex.com that their complaint was resolved, we have already credited for the amount requested in the complaintAt this time we have cancelled their account in full and consider the matter closed

We have not yet been able to establish contact with this consumer but do have information to provide. Per our terms and conditions, the background checks that our company performs prior to allowing a company to advertise with us includes licensing at a state level. We do not make any guarantees... regarding registration at a local level, nor do we have any capacity to act as a regulatory agency regarding the quality of work performed or requisite permits being filed once the consumer has entered a contract with their service provider. At this time we must advise the consumer that should they have an ongoing concern related to the job that was performed by the contractor they hired, their best course of action will be to pursue to contractor directly through an outside resource such as small claims court.

While we apologize that this consumer experienced difficulty with a service provider, our response to this complaint must be to defer to our terms and conditions to which all parties using our service are subject toThese terms and conditions clearly outline that ratings and reviews on our site are reserved for situations pertaining work quality and other quantitative matters relevant to the actual hiring of a service providerAs the service provider in this situation was never hired, no work was completed, and no money was exchanged, it is not eligible for publication in our directories

While we were able to briefly contact this customer, we have not yet had the opportunity to fully discuss the concerns listed in this complaintWe remain optimistic that we will be able to address and resolve their concerns and will provide an update when available

Complaint: [redacted] I am rejecting this response because: From the time I started my membership I had informed Home Advisor that I did not need leads nor appointment setters Starting on June 9, with $taken for a lead that was not even in my county, I have been given leads and address information I turned my leads off June 12, 2017, and yet the $Home Advisor started my with for leads was taken in the first week with the wrong type of leads for my business when my leads were paused SPoke with Customer service on numerous occasions, from July to October of 2017, no one called til November I want membership of $returnedproven Sincerely, [redacted]

Although we have left several messages for this customer regarding their complaint, we have not yet been able to make contact in order to discuss their concernsWhile we do see some irregularities on their account in regards to a licensing issue, we will not be provide the resolution requested without first speaking with this customer

As detailed in our previous responses, we have made numerous attempts to contact this customer with no success or returned communication. Documentation showing our calls, emails, and billing records have been provided to the BBB office handling this complaint, and at this time we are considering this matter closed.

We have been in touch with this customer and were able to address and resolve their concernsFirst and foremost we have apologized for the confusion surrounding the billing and lead generation that lead to this complaint, and as a result of a productive conversation regarding the customer's account and our service overall we were able to amend the balance in questionAt this time the customer's account remains active but with their lead generation turned off to avoid future charges, and we are currently awaiting further communications from the customer on how they would like to proceed in regards to either overhauling their account settings or simply cancelling their membershipRegardless of the customer's decision on how they wish to proceed we are appreciative of them allowing us to address these concerns and are optimistic that we will be able to foster a mutually beneficial business relationship in the future

We have not yet had the opportunity to address this customer regarding this complaintWe will be reaching out to this customer this week, and if we are unable to reach the customer, will continue our attempts next week as wellWe look forward to resolving this customer's concerns and will do all that we can to reach an amicable resolution