HomeAdvisor

After multiple attempts to reach this customer regarding their complaint, we have not yet been able to make contact to discuss possible resolutions to their concernsWe do still wish to bring an amicable resolution to this complaint and look forward to the opportunity of doing so after the upcoming
holidays

Through the efforts of our Customer Solutions team we have been able to address and resolve the concerns as listed in this complaintAt this time a settlement has been reached, and although the consumer's review of the contractor in question has since been approved for publication, the contractor's
membership with our service network has been terminated

Although we have not been in contact with this customer since receiving their complaint, after reviewing the customer's account we have provided the resolution as requested.We found that while at least one job was won as a result of our leads, the customer made a good faith effort to cancel their
account and cease further chargesThe current balance on their account was applied prior to that cancellation request, but in the effort of bringing this concern to an amicable resolution the balance has now been clearedThere is at this time nothing further owed, there will be no further charges, and the account has been cancelled in full

Initial Business Response /* (1000, 5, 2015/07/29) */
We have not made contact with this customer, but have information to provide regarding their concerns
When a homeowner fills out a "service request" on our website, our internal system logs the history of the person making the request based
on the email address they provideAs stated in the complaint, this homeowner provided our company with their correct email address for their service request, but provided information regarding their telephone number and street addressThe email address they provided was connected to several requests this homeowner made in years past, as well as the beginning of this month, thus the availability of their correct contact information in our system
The "service request" function featured on our website that this homeowner has repeatedly used with both real and fake contact information is intended entirely for people who would like to be matched with and contacted by contractors that can complete their project so that they may choose the one that best suits their needsWe would recommend that this homeowner use our Live Directory that simply lists many qualified and screened contractors rather than actually making a service request, which inherently requires contact information in order to function
Our company never shares stored contact information with any outside parties other than the contractors matched to their service request, and we most certainly do not engage in any practices that would result in the invasion of privacy or contact information harvestingIn the hopes of laying to rest the concerns of this homeowner, we have marked their information in our system as "Do Not Contact," and would like to reiterate that if this homeowner does not wish to be contacted by contractors in the future, they should not continue using our service request feature and use our directory instead
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
HomeAdvisor has never had a request from that email address, except this timeI have used a different email address to browse and look for repairs on HomeAdvisor, but not the email address I used this timeNeverThat's a statementI only did things this way before of HomeAdvisor practicesThe email address has in no way been connected with other email addresses I haveI used my husbands name, I gave the incorrect address, I also used an old out of state cell phone number from a few years back, that has been disconnected for almost 4-yearsI am not and have not ever done social media, so my information isn't thereMy home phone number is private and still under the old carriers/owners name that was not at my locationThe new owner of the number is me, not my husband whose name I used to browse HomeAdvisorImmediately after I started browsing the listings the system gave, a HomeAdvisor rep called my houseHow is that possible? Nothing was correct on the form, the email address had not been used for HomeAdvisor before, and I put on the for I did not wish to be contactedEven when the rep called, I stated not to call the painters he asked if he could call, I said noAbsolutely notThose very ainters calledI also unsubscribed to HomeAdvisor and asked them to remove my email and info from their systemThey have been sending emails and doing the same junk every sinceThey have ignored everything I have said
There is no way that should have been able to call my house, with every piece of the information I entered being incorrect, the incorrect home address, my husbands name (the rep asked to speak with me, and not my husband), my home number is not connected to my email address, nothing was correct or related on that formThe number entered was an old out of state(Alabama) cell phone number which was listed under my first husbands nameImpossible unless they are using spyware
I still have a list of the people that HomeAdvisor called and gave my information to, and the numbers still show up on my caller ID where their rep called my house with nothing referencing the search tme or my home

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

Initial Business Response /* (1000, 5, 2015/07/23) */
We have been in contact with this customer and were able to successfully address their concerns
In speaking with this customer, we have found that there was a misunderstanding in regards to the initial sign upMembership is always
processed immediately, but as later mentioned in the complaint, the hours is our window in which we will provide a refund for that membershipWe found that this customer did in fact contact his sales rep about cancelling within this window, but for some reason there was a miscommunication between that sales rep and our customer service departmentThis issue was exacerbated by the fact that it was timed just prior to a holiday weekend
In order to part ways on friendly terms, we have refunded this customer in full
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, Home Advisor is correct when they say the issue has been resolve with the cancellation and refund of all charges made to my cardEven though my issue was resolved and I am satisfied I fell the company still needs to work on communication between their departmentsMy account was suppose to be closed weeks ago when the refund was postedI just received a call on 7/29/at 10:00AM from Home Advisor about fully cancelling my accountAlso, the representative stated that I would still be charged the annual fee of $something dollarsI told maim my account should have been closed weeks ago and my card has already been fully refundedThis is just another reason I am glad I got out when I didThis company does not train or communicate with their employees in a timely mannerIt is sad because the concept of the company is a good conceptBut some of the people are not doing their jobs correctly which makes the company worthlessBut with all that said I complaint has been handle completely

Complaint: ***
I am rejecting this response because: I think it should be against the law to recommend a contractor that is not approved by the county the work is being done inMost likely doesn't matter what the customer thinkor wants if it is legal to recommend in registered contractorsI believe that up front they should notify you that they don't check for local registered contractorswith laws and companies such as home advisor only the consumer loses
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/11) */
We have been in touch with this customer and have addressed their concernsWe found that there were several misunderstandings regarding aspects and features of our lead generating serviceIn order to part ways on amicable terms, we have wiped
the balance associated with this customer's account

I wanted to provide an updated response to a complaint listed in the subjectWe were able to locate the account in question and have placed it on our “do not contact” list Thanks

Our customer service department was able to reach this customer and address their concernsThey were able to discuss the aspects of our service in question, as well provide some relief in regards to leads they will be receiving moving forwardAs a long standing customer, we are happy to still
count this customer as a valuable and active member of our network

We have been in touch with this customer and were able to rectify the issues that caused the concerns as listed in this complaintWe have apologized for the confusion, a refund is currently being processed, and at this time we are pleased to count this customer as an active and valued member of our
service network

Initial Business Response /* (1000, 5, 2015/12/16) */
We have been in touch with this consumer and are currently in the process of finalizing our settlement agreement
We have agreed to terms in regards to a resolution and have provided the necessary paperwork to the consumerAt this time, the
consumer has advised us that they are reviewing the paperwork with their attorney and will be keeping us updated as events warrant

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

We have been in touch with the customer and were able to hold a productive conversation regarding their concernsIn addition to reaching a settlement regarding their expenditures on leads, we have also followed up with the customer to make sure that all of their needs were met on their profile
page, made the requested adjustments, and are this time pleased that the customer has elected to continue as a valued member of our network

Complaint: ***
I am rejecting this response because:
*** from HomeAdvisor tried contacting me on Monday April 25, at 2:p.mI promptly returned his phone call and just like HomeAdvisors Customer Center no one answered the phoneI did not leave a message on MondayHe then called Tuesday April 26, at 4:p.mwhich again I promptly returned his phone call at 4:p.magain as with HomeAdvisors Customer Center no one answeredI did however leave a message and still haven't gotten a call backThis seems to be HomeAdvisors moI have to question a company that has to provide a position within their company just to take care of all the complaints filed against them with the Revdex.comI have and continue to do my part as a consumer and I will continue to see that I am protected from this terrible company
Sincerely,
*** ***

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

Initial Business Response /* (1000, 5, 2015/06/25) */
In discussing this complaint with the customer, we determined that they were under the impression that when they paused their leads, it would be for an indefinite amount of time, and their conversations with our customer service reps did not
seem to clarify otherwiseDue to this misunderstanding, we have credited the entirety of this customer's outstanding balance
We also discussed different service offerings that we provide, and the customer has expressed interest in possibly rejoining our network under different account settings

Prior to receiving this complaint our cus***er service department was able to address this cus***er's concerns as listed in their descriptionWe have apologized for any misunderstandings or any misrepresentation regarding the cus***er's point of contact after the initial sale, applied credit
towards the cus***er's account, explained our credit policy in full, and at this time the cus***er remains an active member of our network

We would like to apologize for the confusion that lead to this complaint and to inform the customer that their requested resolution has been providedThe balance in questions has been cleared, the customer's information has been removed from the collections agency, and the account has now been
cancelled in full. We trust that this solution resolves the customer's concerns in full and wish them and their company all the best moving forward

Prior to receiving this complaint, our customer service department was able to contact this customer and address the concerns as described in this complaintThe outstanding balance associated with their account has been amended, no collections activity was pursued, and the account has been
cancelled per their request