HomeAdvisor

We were able to reach this customer and bring this complaint to an amicable resolutionWe found that there had been a discrepancy regarding a previous settlement reached between this customer and our customer service department as it related to their balance, and whether or not the customer's account would remain active after the agreed upon payment had been madeOur records supported the customer's cooperation with and understanding of that agreement, and therefor we were able to remove the outstanding balance that was remaining on their accountAt this time the customer's account has been cancelled in full with no further balance owed

Prior to receiving this customer's rejection to our previous response, we had been in touch with them via email and were able to bring about an amicable... resolution to this complaint. A settlement has since been reached, there is no further balance owed, and the customer's account has been cancelled per their request.

Prior to receiving this complaint we had been in touch with this customer and were able to determine that the desired resolution as requested was a reasonable one. As such, we were able to preemptively apply credit the customer's account in anticipation of their pending charge reversal and thus... nullified the resulting balance. At this time the customer has received the funds in question back to their account, there will be no future charges, and the account has been cancelled in full as requested.

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Initially, we had mediated what we considered to be an amicable solution between this homeowner and the contractor that they worked withAfter this complaint was filed, we confirmed that the contractor had in fact paid this homeowner the $ mentioned in the complaint, which amounts to 250% of what was spent on the projectAt this time we feel that this is appropriate for the situation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) HomeAdvisor is missing the point of my complaint! We will have to spend 0ver $to fix the gardens that [redacted] tore outVirtually, [redacted] stole our gardens, and now we need to spend much more money than we previously spent to repopulate the gardens on the property I saw that another customer, who had filed a complaint, was reimbursed by HomeAdvisors when they had property stolen, so I had hoped that we would be reimbursed in the same manner! I should have had the police get involved, instead of working with Home Advisors to resolve this theft of the gardens! Final Business Response / [redacted] (4000, 9, 2015/11/02) */ Every unique situation is researched thoroughly and decisions are made based on documentation but not limited to contractual and photographic evidence before any decision is madeThis customer's situation does not merit any further reimbursement based on our research and prior response to their initial complaint

Prior to receiving and addressing this complaint, our customer service department was able to resolve the concerns listed in this complaintOur records indicate that the outstanding balance has been amended, settings on the account regarding types and frequency of leads were adjusted, and at this time the customer remains an active member of our network

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ We have explained to this consumer that over the course of their membership with us, the company in question has received reviews with an average rating of out of a possible starsWe also explained that we have factored this homeowner's rating of the company, stars, into the company's overall scoreAdditionally, the company's owner has passed our screening for criminal background and bankruptcies, and is in good standing overall While we empathize with the fact that this homeowner had a poor experience with the contractor in question, we will not be removing that company from membership with our service

We have not yet been able to reach this customer to discuss their concerns but have left multiple messages that include the contact information of the party handling this complaintWe remain optimistic that we will be able to resolve this customer's concerns and will update our response at that time

We have been in touch with this customer, but have not yet been able to have an extensive discussion regarding their concernsWe were not able to reach the customer at an agreed upon appointment time on 3/7/2016, but will continue to reach out in the hopes of bringing this complaint to an amicable resolution

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] ***

In speaking with this customer and reviewing our records it was readily apparent that there had been some confusion regarding the date on which leads would start being sent to the customer's accountWe apologized for any frustration that occurred from this confusion, discussed several options with which we could move forward, but the customer ultimately decided to end their membership with our serviceWe have provided a refund for the leads generated outside the time frame in which they wished to receive them and we were able to part ways on amicable terms

We were able to reach a resolution with this customer regarding their concerns, and at this time their membership with our service has been cancelled in full per their request with no further outstanding balance or obligations

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 meI do not believe I had to go through all of this and I thank You for your helpI will refer you but I will not refer this business to anyone Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ We have been in touch with this customer and have resolved this complaint We were able to clarify the reason their spend was above their target and have provided credit to their accountThe customer remains an active member of our network Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased with the feedback from Home Advisor and I am looking to continue the business and professional relation because HomeAdvisor is a great partnership for business

As stated in our previous response, we have extended to this customer what we believe to be a fair offer to resolve this complaintWe would like to reiterate that the offer will continue to stand, but otherwise we are considering this matter closed

While we had been in touch with this customer and were able to resolve their concerns, the issue has resurfaced as it relates to some confusion regarding the refund that was issued and a charge dispute filed with the customers bankWe have reached out to the consumer via email and trust that we will be able to fully resolve this additional concern quickly and efficiently

Complaint: [redacted] I am rejecting this response because it is simply untrue I reversed charges with my bank for a bulk amount of the fraudulent charges and that is the only reason that I have received any of my illegally stolen money back Then, Home Advisor did credit my bank account $and I was very impressed only to see the very next day that the money had been re-taken from my account I have called several times and cannot seem to speak to anyone that has half of a brain I have not received a call back as they promised to resolve the NEW CHARGES of $ That is on top of $that they have already stolen from me I require the entire amount of their charges to be refunded to my accounts and a PHONE CALL from a supervisor/manager or anyone that has some common sense I could not believe that they stole even more money from me after all of the channels I have used to stop them from stealing from my bank account Each time I call, I ask if my account is canceled and they tell me it is on hold I need this resolved as soon as possible so that I can move on with my life This is no way to run a business, I own a small business and would never treat any of my clients this way Expecting an immediate phone call from someone to resolve this matter Sincerely, [redacted]

Upon thorough review of the service provider in question we have found no connections between the previous member of our network that was hired by this consumer and the individual featured in local news story mentioned in this complaintOur research confirmed that the individual(s) featured in that news story would not have passed our extensive background screening and that there is no evidence to suggest that the parties are currently or have ever been associated with one another.That being said, we would also like to note that while this consumer's review of the contractor in question was in fact posted to the contractor's directory listing on our site, that company is no longer a member of our service networkOur Customer Solutions team has relayed these facts along with a full explanation of our background screening process and the relevant results thereof to this consumer, and we are at this time considering this matter as closed

We were able to communicate with this customer via email and have brought their concerns to an amicable resolutionAfter reviewing their account we found that there was in fact merit to the credit requests mentioned in their complaint, the amount of credit requested was applied, and at this time the customer remains an active and valued member of our network

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We have been in touch with this customer and have addressed their concerns. We found that there was a series of misunderstandings that covered both the initial explanation of our service, as well as the customer service that followed. These... misunderstandings seemingly lead to a situation in which our policy dictates that refunds are not typically permitted, but we have elected to issue a refund in light of the circumstances. We have apologized for any frustration that this situation has caused and a full refund for membership and all leads is being processed for this customer. Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/08/06) */ Please be advised that Home Advisor responded to my complaint and gave me a full refund. I am satisfied with the response and resolution to my complaint, and thank [redacted] for his understanding and handling in the matter. Thank you for your assistance with this. [redacted] XXX/XXX-XXXX

Although we have not been in touch with this customer since receiving their complaint, we did have our customer service team attempt to reach them after receiving the email referred to in this complaintAlthough we were not successful in that pursuit we do have information to provide that we hope will resolve the matter at hand.Although we do not feel that a full refunded as requested is warranted as this customer was advertised by our service for over four months, we have however cleared the balance that was associated with their accountAt this time there is no further balance owed, there will not be any future charges, and their account has been cancelled as requestedWe hope that this consideration is found to be acceptable by the customer, we apologize for any confusion or frustration the customer experienced, and at this time we are considering this matter closed