HomeAdvisor

Complaint:
***
I am rejecting this response because:No this information is incorrect! I the customer was forced to pay for leads that were not legitimate and I have proof and validation of thisI have the phone numbers of "so called" leads and yet these "phone numbers" when called the customers states THEY DID NOT REQUEST ANYTHING OF THE SUCH - representatives from Home Advisors - PUSHED the calls though as "leads"I have paid the account!#- ISSUE COMPLAINT IS THAT NO ONE CALLED ME I HAD TO CONTINUE TO CALL AND CONTINUE TO GET TRANSFERED, I REQUEST TO SPEAK WITH SOMEONE FROM THE CORPORATE LEVEL WITH THIS COMPLANIT PLEASE!
Sincerely,
*** ***

Prior to receiving this complaint our customer service department was able to touch base with this customer and have addressed their concernsOur lead generation, credit policies, and service overall were discussed with the customer, credit was applied, and at this time we are pleased to report
that the customer remains an active and valued member of our service

While we had previously agreed to close this customer's account with no outstanding balance, we were unaware at the time that the customer had processed a dispute with their financial institution for previous charges that were not accounted for in the balance that we had clearedAs we were unaware
of the additional impending balance, once it reached out accounts receivable department it was forwarded in to our collections processWe have since corrected the misunderstanding and have instructed our accounts receivable department to discontinue any collections activity, and would like to assure this customer that there is again no further balance associated with the account, the account has been closed, and all communications regarding the previous balance will cease within the week

Initial Business Response /* (1000, 8, 2015/07/01) */
We have discussed this complaint with the customer and resolved their concerns
We found that the customer was expecting a much higher amount of leads than we were able to provide to them based on the sales rep's interpretation of the
"forecast" feature of our systemThough the averages per month over the last year reflected a higher amount of leads, we were not able to send this customer any leads in the first days of their serviceA a result of this, the customer requested that we refund their membership fee
In order to part ways on friendly terms, we have taken into account the misunderstanding on leads and the fact that they were with us such a short amount of time and provided a full refund

Although we have not yet been able to finalize a resolution with this customer, we have been in contact with them several times and have scheduled a followup call to ensure that this complaint is closed on amicable terms. We will continue to work with the customer on this situation and will
provide an update when available

The credit applied to this customer's account as detailed in our previous response more than covered all aspects of their concerns, both in regards to the leads they received as well as the website in questionThe remainder of their spend is directly tied to charges that were previously agreed upon as valid when this matter was addressed AprilAs such, we will be adhering to that prior agreement with the customer and consider this matter closed

We have been in touch with this customer and were able to hold a productive discussion regarding the concerns as listed in this complaintAs a result of that conversation, a settlement was reached, their account has been closed per their request, and we have since parted ways on friendly terms

We were able to reach this customer and have brought their concerns to an amicable resolutionWe found that there were several issues at the onset of the account, specifically in regards to lead volume, coverage area, and a licensing issue for a neighboring stateThough previous credit had been
provided for these concerns, we were able to reach an additional settlement with this customer and have since parted ways on amicable terms

We have made multiple attempts to contact this customer through both the phone number and email address associated with their account, but have not yet been successfulWe do, however, have information to provide regarding this complaintOur records revealed that this customer was actively engaged
with the leads they were being sent for the duration of their membership with our serviceThe leads were consistently called by the customer and then marked with various statuses as to what part of the sales process they had reached with the homeownersWe can also confirm that the customer won multiple jobs through the leads that were sent to them, and that those homeowners then provided us with ratings and reviews for this customer's profile on our directoryAdditionally, whenever a member of our network approaches or meets their agreed upon spending limit for the month, they will not be charged for any further leads automaticallyInstead, we send the customer an email explaining that we have received another lead, but should they choose to accept it their bill will exceed the original agreed upon limitEach of these emails clearly state the exact amount of the lead in question, and on more than one occasion, this customer chose to accept the additional chargesAt this time we have no evidence to show that this customer was not fully aware of what they were being billed, nor do we have any reason to believe that all charges incurred were anything but valid

Very shortly after we provided our original response, our email management team notified us that they had located the other email address that this consumer used to request a contractor on our siteIt has since been removed from our mailing list and the consumer will not be receiving any further communications from our company

The outstanding balance referenced in this customer's most recent response is the result of a charge reversal filed with their bank after our previous negotiations had been finalizedAs we were unaware that the customer had filed this additional dispute, there was no way for our office to catch and amend the resulting additional balance that was added to their account prior to the automated email being sent outNow that we have been made aware of the additional charge dispute, we have again amended their account to reflect that no further balance is owed, and the account has been cancelled in full

Initial Business Response /* (1000, 5, 2015/06/16) */
After discussing this complaint with the customer, we found that there was a lead sent through our service at the end of the customer's membership, but was billed after the customer had cancelled their membershipIn a show of good faith, we
have waived that balance, as well as marked all listings associated with their account for deletion
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
From: *** *** (mailto:***@gmail.com)
Sent: Wednesday, June 24, XXXX X:XX AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
This has not been resolvedHomeAdvisor did call, and did 'attempt' to go through the motionsI say this because it seems there is a system in place to get them through thisThey are corrupt...and they have not at all removed the charges from my credit cardI receive a call from a different clueless representative every few days, attempting to cajole my money and my time away from me and our company againRetention, confusion and diversion seem to be there main and only goals
We will no longer be doing business with them, and are now wary of all services in this industryThat is a shame, since leads and lead services are a staple to the construction industryThis company gives bad raps to businesses like Dodge Reports, and perhaps BidClerk
*** ***
(XXX) XXX-XXXX
Project Manager
FGM Construction
W State Street
Aberdeen, WA - XXXXX
(XXX) XXX-XXXX

In speaking with this customer and reviewing our records, we were able to determine that there were several points during this customer's membership with our network where confusion had occurred regarding certain aspects of our serviceWe found that while addressing and providing credit for the
customer's concerns regarding their lead generation, their live directory listing had been placed on hold and was not viewable to the publicBecause of this, during that process the customer processed a chargeback with their bank as they had the impression that the listing was permanently removed which would've have been contrary to their agreement with our customer service departmentWe have explained this situation to the customer, amended the balance that resulted from the aforementioned chargeback, and at this time have cancelled the account in full per the customer's request and parted ways on amicable terms

After determining the source of this customer's concerns, specifically as they related to lead generation and concerns with licensing on a local level, we were able to provide this customer with a satisfactory resolution to resolve this complaintWe have at this time cancelled the customer's
account as requested with no further balance owed and have parted ways on friendly terms

Complaint: ***
I am rejecting this response because:1) basically this proves you can't get a negative review I hired him and did sue him as a result, paper I am glad to provide anyone, including your attorneys You basically accepted I hired the contractor *** *** ***,.slaughter la, and verify I had an experience, but refuse to share my review You do not follow your own policies. 2) you do not check the basic facts of a.business you say you do background checks, but it was easy to go to the secretary of state and see he doesn't have a tax ID, or a.basic business license filed.
Sincerely,
*** ***

We have been in touch with the holder of this customer's account, a party other than the complainant, but have not yet been able to fully discuss the concerns listed in this complaintWe will continue to reach out to the customer and will provide an update to this response when available

(The consumer indicated he/she DID NOT accept the response from the business.)
We have discussed our resolution for the problem, after I sent in all documents that were request the issue has not year been resolvedPaper work was faxed on 12/30/and document scanned and emailed on 01/05/

Prior to receiving this complaint the requested resolution was already provided to the customer as requested after contact with our customer service department. While we apologize for any confusion and/or frustration that has occurred from this situation, we can assure the customer that the
funds in question will be reflected on their credit card statement within the next 10-days, there will be no further charges, and their account has been cancelled as requested

Per our original response, the entirety of this customer's balance was wiped on 10/24/and there is now no outstanding balance associated with their accountWhile we apologize that an additional letter may have been sent prior to this action and perhaps did not arrive until after the balance was cleared, we would like to use this opportunity to provide our written assurance that the account has been cancelled in full and that there will be no collections activity pursued

Upon contacting this customer we were able to apologize for the circumstances that lead to this complaint, clarified the concerns that lead to the confusion surrounding their account, and were able to hold a productive conversation regarding our service overallAs a result a settlement was reached,
the customer's account has since been canceled, and we have since parted ways on amicable terms