HomeAdvisor

Initial Business Response /* (1000, 11, 2015/10/06) */
Though we were able to briefly get in touch with this customer, our connection was seemingly cut off and did not have a chance to fully discuss their concernsHowever, we do have information to provide regarding this complaint
Our company
has never sold any contact information belonging to members of our network under any circumstancesWhat has happened in this situation is simply a byproduct of having increased web presenceUnfortunately, the easier it is for potential customers to find a company, the easier it will be for third party marketers to find that information as wellWe empathize with this customer's situation and the increase in marketing calls, but this is simply the result of the exposure that comes with online presence

Upon receiving this complaint we were able to review the customer's account and determined that the customer made a good faith effort to cancel within the allowable time for a refund, and as such, we have since cleared the balance associated with their accountThat balance was the result of charge
reversals made with the customer's credit card company, so at this time their funds have been returned to them, the account has been cancelled in full, there will be no future charges, and no further balance is owed. We would like to apologize for any misunderstandings that lead to this situation, for the frustration that it caused this customer, and we would like to wish this customer and their company all the best moving forward

We have been in touch with this customer and were able to address their concerns.We found that there had been some confusion in regards to controlling the amount of leads that would be generated by our service, as well as the schedule for payment on those leadsAs this customer quickly made us
aware of their concerns during the first week of their membership, we were able to reach a settlement and cancel their account per their requestAt this time we have parted ways with the customer on amicable terms

We were able to hold a productive conversation with this customer and were able to resolve their concernsA settlement was reached, their account has now been cancelled per their request, and we have since parted ways on amicable terms

While we acknowledge and are appreciative of this customer's efforts to address the concerns of the homeowner that wrote the review in question, those efforts do not discredit the homeowner's opinion of their experience with this customerAs the homeowner has provided our company with documentation
to support their narrative along with including their acknowledgment that a refund was received in their review, the review is not subject to removal based simply on the fact that a resolution was reached. Our service provides contractors the opportunity to publicly respond to any and all reviews that they receive, a step this customer has taken, and our terms and conditions dictate that review in question remains attached to the customer's accountOur Ratings Department had explained these policies to this customer prior to our office receiving this complaint, and we are at this time considering the matter closed

Initial Business Response /* (1000, 5, 2015/10/06) */
We were able to reach this customer and have resolved their concerns
We found that there was in fact a reasonable effort made by the customer to cancel their account, and that there was an error during the process of fully removing the
account to avoid any further chargesAs such, we have issued a refund for the charges that occurred after the original cancellation date
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
It was resolved, thank you very much!

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

Prior to receiving this complaint, our customer service department had addressed this customer and issued a refund as a resolution to their concernsIf the customer has not yet received their refund then it should be reflected on their credit statement in the very near future

We have been in touch with this customer and were able to successfully reach a resolution to their concerns. This customer's concerns centered around several key elements of our service, specifically our billing cycle, expectations for contact with leads, amount of leads sent, and overall
closure ratesThe issue with the rate of contact with our leads was exacerbated by the fact that there was a misunderstanding regarding the amount of leads the customer had agreed to receive per month, and of course the resulting fees associated with a large lead flowWe still maintain that as a form of advertising we can never guarantee contact with our leads, but that over time the collection of potential customer's information will lead to an overall positive ROI during the life of a membership with our service.In order to part ways on amicable terms, we agreed to a settlement in which the customer's outstanding balance was cleared along with a further return of fundsAt this time the customer's account has been cancelled

Although we have not been in direct contact with this customer we do have information to provideUpon receiving this complaint and reviewing the customer's account, we determined that a good faith effort was made on the part of the customer to cancel their membership within the allowable time frame
to be provided a refundThat refund has been processed, their account closed per their request, and we apologize for any confusion and/or frustration that has resulted from this situation

In reviewing this customer's account we found that there had indeed been an issue with the coverage area from which they were receiving leads, often resulting in service requests located well beyond what would be considered a reasonable and/or workable distance for the customer to respond toTo
correct this concern, we were able rescind the customer's outstanding balance, remove the account from any further collections activity, cancel their account per their request, and have parted ways on friendly terms

Although we have not been in touch with this consumer regarding their concerns directly, we would like to state that they are absolutely correct that a Service Request should not have been submitted on their behalf after their inquiry to contact a specific contractorThis is not our policy
or practice, and the misstep in this process has been addressed with the customer service representative that submitted the request through our established internal disciplinary proceduresWe hope that this consumer has been able to gather all the information necessary in regards to their home improvement project and we will be happy to answer any further questions they may have about their project, our company, or our service overall

Upon review of this customer's account we found that they had in fact made a good faith effort in their attempts to cancel their membership and resolve the balance in questionAs such, their requested resolution has been provided and there is now no further balance owed, there will be no future
charges, no collections activity was pursued, and the customer's account has been cancelled in full.We apologize for the confusion that lead to this complaint and wish the customer and their company all the best moving forward

Prior to receiving this rejection, an additional manager had reached out to this customer but their message was not initially returnedWe have since successfully made contact with the customer, were able to reach a resolution to resolve their concerns, and have closed their account in full

While we have been in brief contact with this customer several times, we have not yet been able to hold a productive conversation regarding their concerns as listed in this complaintAt this time we remain optimistic that we will be able to fully address this customer's complaint after the holidays
when our respective schedules have returned to normal

Initial Business Response /* (1000, 5, 2015/06/16) */
After speaking with this customer, we have determined that there was a misunderstanding surrounding the amount of the leads that this customer would be receiving as a part of their membership, as well as the fact that our billing structure
charges our members whether they call the lead they've been sent or notDue to this misunderstanding and in addition to the consideration that the customer indicated they wished to cancel very early in their membership, we have wiped their account balance and removed their information from our collections agency

In speaking with this customer, we were able to cover various aspects of our network including contact rate with leads, clarifications on our credit policy, and multiple tools our service offers to make their membership as efficient as possibleWhile we have reached a settlement with this customer
and have parted ways for the time being, we very much look forward to this customer returning to our service in the near futureWe discussed many new upcoming product features with this customer and will in touch with them once they are implemented

We have been in touch with this customer and have apologized for the confusion surrounding our policies and subsequent charge as related to the renewal of this customer's membership with our serviceAt this time a refund has been provided, the customer's account has been cancelled per their
request, and we have since parted ways on friendly terms

After reviewing the leads that were provided to this customer's account we were able to determine that service requests matched to their company were indeed from areas beyond what could be described as a reasonable trip distanceAdditionally, although the cancellation and refund request came after
our allowable window to provide a refund, given these circumstances we have taken care of that request in addition to the credit that was already agreed uponAs a result of these actions there is no further balance associated with the account, there will be no future charges, and the customer can expect their refund to appear on their credit card account within the next 10-business days. We would like to apologize for any confusion and/or frustration that has resulted in this situation and wish the customer and their company all the best moving forward

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns and experience with our serviceAs a result of that conversation a settlement was reached, their account cancelled per their request, and we have since parted ways with the customer on
friendly terms