HomeAdvisor

The individual that filed this complaint is a party other than the actual account holder with our serviceAlthough this complainant reached out to cancel the account with us, we were then in touch with the account holder themselves who opted to remain a member of our serviceAt this time we are advising the complainant that should there remain any issues, the actual account holder will need to contact us regarding their concerns, and should they intend to cancel the account then we will honor that request

Our offices have made multiple attempts to resolve this customer's concerns both prior to and since receiving this complaint, but we have not been successful in that pursuitAlthough explanations of our service have been provided, clarification regarding the billing policies in questions were given, and a settlement offer has been made to this customer, these efforts have thus far been rejected by the customerAs the current balance is the result of charge reversals made by the customer with their financial institution, we would like to state that our previous settlement offer will stand should the customer reconsider, but otherwise we are at this time considering the matter closed

We were able to reach this customer and have resolved their concerns.We found that their had been confusion regarding the leads provided to this customer in respect to both the tasks and volume provided to themAs a result of these findings, we were able to reach a settlement with this customer in regards to their billing and have since parted ways on amicable terms

Complaint: [redacted] I am rejecting this response because: I have the bank records and a letter from them stating that the funds were never refunded by Home AdvisorsThe only credit that I received was From MY BANK Sincerely, [redacted] ***

We have been in touch with this customer several times regarding this complaint but have not yet been able to reach an amicable resolution. We have made multiple requests for the customer to provide to us their documentation regarding their concerns, but they have thus far declined to provide it.... During our last communication with the customer they advised us that they have sought legal counsel, and that they would prefer to handle future communications through their lawyer. As such, we have deferred any future communications to our legal department as well.

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ We have spoken with this customer about their concerns, and most recently left a voice message explaining that we would like to make an offer to resolve their complaint. We will continue to reach out to this customer in order to bring this... matter to an amicable resolution.

Complaint: [redacted] I am rejecting this response because: my phone is currently not working will be receiving a new phone in a few daysI will return call asapI have attempted to call back and left a message, then my phone broke Sincerely, [redacted]

Months prior to receiving this complaint, we had addressed this customer's concerns and applied a substantial amount of credit due to misunderstandings regarding the billing for the program the customer was enrolled inSince that time the customer had received a small amount of leads, and according to our records were able to reach those leads and discuss their servicesAt this time the customer is still a member of our network, but has opted to longer receive leads as a part of their membership

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 companyWe have honored the consumer's request to be placed on our Do Not Call list and at this time would like to assure them that they will receive no further contact from our service

Although our records indicate that a significant amount of credit had been applied to this customer's account over the life of their membership, we have provided the resolution as requested.At this time there is no further balance owed, the account has been cancelled in full, and we are at this time considering the matter closed

Since our last response, we were able to successfully open a line of communication with this customerIn discussing their concerns, we were able to reach a settlement in regards to this complaint and have since parted ways on amicable terms

Complaint: [redacted] I am rejecting this response because: I will not receive my $for about a month yet as they say they need a stop payment on the first one sent to the wrong address Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ After speaking with this customer, we have determined that there were some instances where the leads that were billed to their account are in fact deserving of being creditedIn light of this, we have agreed to a partial refund and have parted ways on amicable terms

In reviewing our internal records, we were able to determine that the customer had expressed concern with their understanding of our service's terms and conditions very early on in the life of their accountThis exchange resulted in the cancellation of their membership but left an outstanding balance on their prior account that we have sense been able to amendAt this time the customer's account has been cancelled per their request and we have parted ways on friendly terms

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] [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ We would like to assure this consumer that our company requires proof of a state license from every contractor in our network that performs any type of task that requires oneThat is to say that while a company might categorize themselves as a "general contractor" within our network, they will be required to provide the proper state license in order to receive leads for tasks such as plumbing or electrical workALL tasks that require a state license to perform are screened and checked prior to a contractor joining our network, as well as if the contractor chooses to add that task to their profile after they join Further information regarding this policy can be found at the bottom of our homepage under "Terms and Conditions." Complaint Response Date bumped because: Data Base Migration Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reply does not address the specific areas of concern I noted in my original request and I want to know if they are included in the "matching" process and/or monitored in any way, shape or form? Exactly what designated field area(s) on their website is this "match" made to fulfill their policy on the designations general contractor, plumbing, electrical In which they: "categorize" "task" Also, by not disclosing the Applicant and the date(s) of verification the consumer has no way of verifying Home Advisor's claims to have ever done so?

We have been in touch with this customer and were able to hold a productive conversation regarding their concernsWe have apologized for any confusion that resulted from this situation, a settlement was reached, and although we have closed their account per their request, we look forward to the possibility of working with the customer again in the future

Complaint: [redacted] I am rejecting this response because: Choosing to not post my fair and accurate review IS filteringThis is relevant information to your users and Home Advisory states they are referring trusted service providersIf Home Advisor is withholding honest and important reviews of one of their users then they are misleading the publicUsers expect / demand honest and unfiltered reviewsThis matter should be exposed to the publicAs a user I did not know Home Advisor withheld information such as a service provider not making appointmentsThis matter should have a spot light shined on it so people know that they are not getting the full informationThey should know that the service provider may not be professional and show up for an appointmentIf this matter is not resolved I will need to take my issue to the appropriate consumer protection agency letting them know that Home Advisor is misleading the public Sincerely, [redacted] ***

After clarifying the nature and structure of our services, this customer determined that our network does not currently suit the needs of their business and made a good faith effort to cancel within the allowable time frame for a refundAs such, we were able to meet that request and have cancelled the account per their request

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ We were able to contact this customer and address their concerns We have found that there may have been some miscommunications during both the sales process for this account, as well once they became a memberIncluded in the confusion was credits that we formally gave to our customer for referring other customersIn order to part ways on amicable terms and take care of a customer that is still with us, we have issued both the customer in this complaint and the company that referred them the credits that they should have received, as well as refunded this customer entirely and cancelled their membership