HomeAdvisor

Initial Business Response / [redacted] (1000, 11, 2015/07/01) */ After looking into this account, we determined that the refund was issued on 6/5/2015, just over weeks after joining our serviceWe called to make sure that the customer had indeed received his refund, which he had We apologize that this process took longer than the customer found acceptable, but the turn around time to refund an amount directly to a bank account does take a bit longer than it would for credit cards

In discussing this complaint with the customer, we were able to determine that there had been several misunderstandings regarding core aspects of membership with our network, specifically in relation to our service as a form of advertising against the idea of guaranteed jobsAs a form of advertising, we cannot and do not guarantee any specific amount of jobs as a result of our lead generation, but rather that members of our network will obtain the contact information for potential customers that have expressed an interest in their field of expertiseWe maintain that over time, members of our network will generally see a net positive return on investment as a result of leads generated through our serviceIn this case, we were able amend the outstanding balance associated with this customer’s account and have cancelled it in full per their request

Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ We have spoken with this customer and were able to reach a settlement regarding the balance associated with their prior account The customer has started a new account with our company and is currently a member of our network

Prior to receiving this complaint our customer service department had been in touch with this customer and attempted to clarify certain aspects of our service as relevant to this complaintDuring that conversation it was explained that a refund for membership after four months of advertising with our service was not warranted, and although further credits in addition to a large amount that had already been applied were offered, they were rejectedOur records also confirm that this customer was actively engaging with the leads that were provided to them and that the customer was able to contact and hold conversations with multiple potential customers At this time we have applied additional credit to this account in order to remove the outstanding balance associated with their account, but must stand by our assertion that a refund for membership is not warrantedAs a result of these actions there is no further balance owed, there will be no further charges, the account has been cancelled in full per the customer's request, and we considering this matter as closed

Initial Business Response / [redacted] (1000, 7, 2015/11/09) */ Prior to receiving this complaint, this customer appears to have had their concerns resolved by our Customer Service Department Though we have not made additional contact, our notes show that the customer has been refunded, their account has been cancelled, and we have parted ways on amicable terms Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/11) */ I just went online and searched my name/company name through Home AdvisorAfter writing my complaint to the Revdex.com, Home Advisor must have been notified, they put their computer gurus to work and changed my profile/advertising page from my personal name to my company name Because they were notified of my complaint, they are trying to cover themselves by making a change to what I had asked from the beginning Rather than admitting their faults, they try to fix their wrong by changing something they said could not be done because of licensing regulations, a complaint to Revdex.com sure changed all the guidelines and regulations they are supposed to follow

In reviewing our records and speaking with this customer, we were able to determine that there had been some confusion regarding the timing that leads would begin generating to the customer's accountThis lead to concerns surrounding billing which we were both able to discuss and resolveAt this time a settlement has been reached, the customer's account has been cancelled per their request, and we have since parted ways on friendly terms

We were able to reach this customer and have addressed their concernsWe found that there had been a miscommunication regarding the window our refund policy allows to return membership, but that the customer had made a reasonable effort to cancel within a reasonable time frameAs a result, we were able to reach a settlement with this customer and have parted ways on friendly terms

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

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ After discussing this complaint with the customer, we have determined that the nature of our service, as well as the cost of leads in this customer's area, may not have been adequately explained when the customer signed upWe feel that this miscommunication, especially regarding the maximum amount of expenditure this customer could expect in our system resulted in the frustrations described by the customer in this complaint In order to part ways on amicable terms, we have wiped the customer's outstanding balance and have instructed our collections agency to pursue no further actions regarding this account Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] has agreed to remove unpaid balance and stops process through the collections agency.Im glad this has been resolved Thanks

Final Consumer Response / [redacted] (2000, 5, 2016/01/05) */ Good Afternoon Home Advisor has reached out to me and said that my account is no longer under collections Thank You for all your help [redacted]

We have been in touch with this customer and were able to address and resolve their concernsWe discussed multiple aspects of our leads, billing, and our service overall, and have apologized for any frustrations that occurred which lead to this complaintAt this time credit has been applied to their account and we are pleased that the customer remains an active and valued member of our service

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] I have responded to the email sent directly to me by [redacted] of Home Advisor, and have asked him to email me directly with his response to the Revdex.com complaint I have also asked if he could provide his direct phone number, as well as dates and times he is available to speak by phone if necessary Please keep this complaint open, as Home Advisor attempted to resolve the complaint by email last year, but when I emailed them back they never responded (by phone or email)

This is the third complaint with the Revdex.com that has been filed by this customer during the life of their membership with our service, and upon receiving each complaint we have made extensive efforts resolve their concernsThese efforts have included but are not limited to making adjustments to their account to better fit the needs of their business, applying a substantial amount of credit towards their account, and even sending a representative of our company to meet and ride along with the customer for a first-hand view of the implementation of our service on a real world basis Despite all of the aforementioned efforts, this customer stopped making payments for the leads generated to their account in June of this year yet continued to be actively engaged with contacting the homeowners that we had matched them withOur records show that the customer was able to successfully win work as a result of these leads, that the customer in fact called in to increase their lead flow during this time in which no payments were made, and that the nonpayment on the part of the customer is the sole reason for the outstanding balance in questionDue to the preponderance of evidence showing our continued efforts to accommodate this customer in addition to the circumstances as described above, we firmly believe this customer's balance to be nothing other than valid and are at this time considering this matter closed

Complaint: [redacted] I am rejecting this response because:This is not finished at allThe only reason a payment was made is because homeadvisor was threatening us with collectionsI can not risk my excellent credit over being scammed by this fraudulent companyI could not wait for a response on this complaint as they said that this would be sent to collections on march and it took exactly month for them to even respond to the complaint filed on February 16, weeks longer than allowed by Revdex.com Sincerely, [redacted]

We were able to reach this customer and have brought this complaint to an amicable resolutionIn discussing this complaint with the customer, we were able to determine that due to several concerns surrounding the lead generation aspect of membership with our service, the customer had made an effort in good faith to close their account within our allowable period for a refundBecause of this, we were able to reach a settlement regarding the customer's past due balance and closed their account with no further balance owed

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] ***

We have been in touch with this customer and offered our apologies for the confusion surrounding their short-lived membership with our serviceWe have provided the requested resolution to the customer that included ensuring their account is cancelled with no further balance and have since parted ways on amicable terms

Below is the email I sent to [redacted] when he emailed me:Good Evening ***,Thank you for reaching out via email and phone call I did receive your voicemail when I returned from my wedding/honeymoon I appreciate you returning the charges to my card The reason for my complaint is that I reached out several times to customer service and was denied my request/refund as well as I was hung up on twice.I was called and emailed by several different team members over the course of 4/months requesting that I become a member; it was almost harassing I do ecognize that they are trying to make a sell, however I finally gave in and was promised several leads per month I was told that I was the only one in my area that would be selling window treatments and asked if I could hand the 30+ leads they currently had waiting.The fee was slipped in very quickly by the sales person at the last minute but I said ok and agreed I got one lead but it was for drapery repairs, which I dont do and explained this I never got a credit I got a second lead but they said they didnt realize what they were doing and were not ready for window treatments yet I got a third lead, finally at the end of my first month I called them and they said "Oh I am sorry but I sell blinds in [redacted] and I just wanted to see how this program worked." They had been asked to join as well so she was going to borrow money from her brother and wanted to see how it worked and if it was worth it before she joined She asked for my feedback.After that final "lead", I looked online and found an excessive amount of window treatment companies in my area, ie competitors, that already used HomeAdvisor I then determined it was all not a fit for me When I called I was given the run around and no one stood behind the product that they pushed on me The Revdex.com was my last resort I regret that it resulted to this but my phone calls were getting no where.Thank you again for your email and I hope you can use my experience as a coaching tool for your team in the future It is not always about making a sale but making sure you have the right candidates and not over-committing a profession in an particular area.Best regards and best of wishes for your future endeavors[redacted] Sincerely, [redacted] ***

We were able to reach this customer and have addressed their concernsIn discussing this complaint with the customer and reviewing our records, we were able to determine that the customer's concerns have remained consistent since the issue described arose, and that there had been some confusion regarding our credit and refund policies regarding membership in our networkAs a result, we were able to reach a settlement with the customer, cancelled their account per their request, and have parted ways on amicable terms

Prior to speaking with this customer, we had reviewed the relevant notes in our system and were able to determine that the pri [redacted] functions of our service were not able to adhere to the customer's business needs due to the extenuating circumstances described in this complaintAs we had credited this customer's account along the way for tasks that their business is unable to perform, we then further agreed to a settlement in regards to the remaining charges that had been associated with their accountAt this time, the customer's account has been cancelled in full per their request, and we have parted ways on amicable terms