HomeAdvisor

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ After investigating this matter, we did not find any reason that their review should not have been posted in when we first received it. We do not show preference to any party, neither contractor or homeowner, when processing the ratings and... reviews that we receive. We found that this review was not processed correctly on our end, and have thus corrected that mistake. At this time, the review this homeowner provided us about their contractor appears on that contractor's profile page. Though we have not been able to speak with this homeowner directly, we have sent an email confirming this development. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Home Advisors published my contractor review which is all that I was asking

Upon review of this customer's account we were able to determine that there was in fact some confusion regarding the continuation of their account after the free leads had been appliedGiven this situation along with the fact that the customer has previously been a long standing and reputable member of our service we have since applied to resolution as requested in this complaintThere is now no further balance associated with their account, there will be no future charges, and the account has been cancelled in full as requested

We were able to reach this consumer and held a productive conversation regarding the concerns as listed in this complaintAs a result, a settlement has been reached and the contractor in question is no longer a member of our networkWe have apologized to the consumer for any frustration that resulted from this situation and look forward to the opportunity of assisting them with their home improvement needs in the future

We have been in touch with this customer and were able to address their concerns. In reviewing our records and speaking with the customer, we were able to determine that there had been some confusion regarding our billing and refund policy, specifically as it pertains to the time frame during which... accounts with are network are eligible for a refund. In light of this, we were able to reach an agreement with the customer, have cancelled their account in full, and at this time have parted ways on amicable terms.

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

As mentioned by this consumer, prior to receiving this complaint our customer solutions department had attempted to foster communication between this consumer and the contractor in questionIt was also explained that our company does not make any guarantees regarding work quality and/or the contractors in our network beyond the fact that they have successfully passed the background screening required to become a subscriber to our advertising servicesAs a neutral, third party advertiser, we cannot be held accountable for, nor do we possess any regulatory capacity in regards to work performedAs our attempts to mediate a resolution between this consumer and the contractor in question were not successful, we must at this time advise the consumer that should they have further concerns related to the job performed by the contractor they hired that their best course of action will be to pursue the contractor directly through an outside resource such as small claims courtWe would also like to note that this consumer's review detailing their experience with the contractor in question is currently posted to the contractor's profile and available to the public

After contacting this customer and apologizing for the misunderstandings that led to this situation, we are at this time awaiting word from them on how to proceed in correcting their billing concernAssuming that the charge dispute with the customer's bank has not been processed we will be issuing a refund, and if the dispute has been processed then we will be wiping the resulting balance

Initial Business Response / [redacted] (1000, 6, 2015/11/11) */ After investigating this account, we found that the sales rep had in fact misrepresented the cost per lead during the sales processRather than checking the cost for this customer's locale, the sales rep inadvertently stated the low end of the national average for the tasks the customer wanted to performAs such, we have provided the requested refund to this customer and parted ways on friendly terms Additionally, the sales rep has been addressed by their manager regarding this situation in order to avoid this mistake in the future Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) This has been resolved and the money was refunded rather quicklyI thank them for their speedy response and understanding once I shot the complaint to the corporate level

We were sure to explain to this customer in both our conversion by phone as well as in our confirmation email that refunds can take up to business days to appear on their credit card statementThe settlement that was agreed to as described in our previous response was processed on our end on the same day that we spoke with the customer, 1/10/16, and should appear on their account by the end of this month

This complaint is in regards to an ongoing dispute between this customer and a homeowner for whom the customer performed a service, and more specifically, a review that has been posted to the customer's profile by that homeowner.As stated by the customer in this complaint, multiple employees of our company including members of our management team have explained to them that per our terms and conditions in regards to the integrity of our ratings and reviews, the opinion and/or experience of the homeowner in question is theirs to shareOur service is under no obligation to amend the review as it is currently written, and as this has been fully explained to the customer, we are considering this matter closed

We have been in touch with this customer and were able to address their concerns. In our discussions with the customer and our own internal investigation, we found that there were multiple issues with the form of payment on file, as well as some confusion regarding credits given and the amount that... the customer was responsible for in regards to membership fees. Due to these circumstances, we were able to amend the outstanding balance associated with this customer's account and have since parted ways on friendly terms.

As detailed by this consumer in their complaint, our service's screening includes state level checks in regards to agencies and license requirements to perform certain tasksAlthough we do not make any claims regarding local level license screening, we do encourage that all consumers check with their local authorities regarding such concerns prior to hiring contractors for projects and/or service requests to be completed with or without the assistance of our service: [redacted] For more information relevant to this concern and further details regarding our screening process, please see Section of our Terms and Conditions: [redacted]

Upon contacting this customer we were able to have a productive conversation regarding their concerns, our service overall, and were able to reach an amicable resolutionAt this time a settlement has been reached, there is no further balance owed on the customer's account, and the account has been cancelled in full per their request

While we have reached out to this customer, we have not yet been able to make contact with them to discuss their concernsWe will continue our attempts to contact the customer and remain hopeful that we will have the opportunity to address and resolve this complaint

As mentioned by this customer, they had previously filed a complaint regarding a concern for which our customer service department had already provided a refund. As the result of an error in placing the proper status on their account, the amount of the refund was re-billed, but we have since... corrected that error and processed a new refund. We apologize for this error and for the further delay in providing finality to this situation, but we can assure that this customer will receive the agreed upon refund within the next 10-15 business days, that there will be no further charges and/or confusion, and that there account is and will remain cancelled in full.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11032077, and find that this resolution is satisfactory to me Sincerely, [redacted]

Although we have not reached out to this complainant we do have information to provide in response to their concerns.The core of our service as it relates to lead generation and online marketing is designed to utilize effective SEO strategies in order to connect homeowners and service providers with one another so that they may enter a mutually beneficial working relationship in the pursuit of completing various home improvement projectsUpon completion of these projects our website also serves as a venue to relay feedback and experiences of the parties involved so that other members of the marketplace are able to make informed decisions on their future hiring needsAll of this is accomplished on a local level as our settings for service providers allow companies to choose the area in which they wish to operate, and those companies are then connected to homeowners requesting the type of service they provide in the area that they have specifiedOur service does not monopolize any segment or aspect of the internet, nor do we allow service providers to operate on a wider geographic area than feasible or for which they are licensed to operate.Upon review of this customer's past account, our records confirm that multiple jobs were won as a result of our service, that feedback was provided by the homeowners that hired them through our network, that credit was applied to their account, and that the account has been canceled in full since July of last yearPer the explanation of our service provided above along with the aforementioned facts regarding the complainant's past account, we are at this time considering this matter closed

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 meSincerely, [redacted]

We have been in touch with this customer and were able to address and resolve their concernsWe found that there had been some confusion in regards to the lead generation aspect of our service, in particular the types of leads that the customer would receive and how they would be billedAs a result, we were able to reach a settlement with the customer regarding their time and money spent with our service, cancelled their account per their request, and have since parted ways on friendly terms

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ We have addressed this customer's concerns and are currently in the process of finalizing our resolution We found that there does seem to have been a mistake in the way that this customer's account was set up, and we will be crediting their account for all charges that were above the amount that they originally agreed toWe will be finalizing our arrangement tomorrow, 10/7/2015, and they will remain with our service under a different membership plan Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)