HomeAdvisor

Complaint: ***
I am rejecting this response because: I have requested that I receive a refund from HomeAdvisor for the initial $for the staof this serviceI have been refunded for Dead-Leads and I have requested to close my account The web page is still active HomeAdvisor needs to verify these bad leads which are charged to contractors Non contractor customers looking for contractors are not charged for their request for a contractor.Thus the moneys made from contractors for bad leads is the way HomeAdvisor makes revenue. Refund $for the start-up. Sincerely,
*** ***

Prior to receiving this complaint, our customer service department had been in touch with this customer and were able to address and resolve the concerns described in this complaintA refund has since been issued for the amount in question and the customer's account has been cancelled in full per
their request

Although this complainant is a party other than the account holder of the membership tied to the contact information provided in this complaint, we have reviewed the account and do not find that a refund is warrantedThe account in question was actively being advertised within our network for over
nine months, a substantial amount of credit was provided for lead generation concerns during this time, the customer was actively engaged with the leads that were provided to them, and the account was not at any time being charged "daily" as alleged in this complaint. Given these facts as supported by our records, the account in question will remain closed with no possibility of future charges as requested by the account holder and we are considering this matter closed

Initial Business Response /* (1000, 5, 2015/11/05) */
We have been in touch with this customer and have addressed their concerns
We found that the nature of our service was not correctly explained during their sales process, and have therefor amended the outstanding balance that was associated
with the account

We have not yet been able to reach this customer after multiple attemptsWe still remain optimistic that we will have the opportunity to make contact with this customer and address their concerns

Prior to receiving this complaint, this customer contacted our company via email to express their concerns and we were able to provide them with their requested resolutionThe balance in question has been removed from their account, their account has been cancelled as requested, we have apologized
from any frustration caused by this situation, and at this time we are considering this matter closed

This customer will need to either contact their bank or review their account statement in order to confirm that the funds in question were returned via the chargeback dispute they filed five days prior to filing this complaintAs that action resulted in removing both those funds and the overall refund process from our hands, our only course of action was to credit the balance that resulted from that chargeback as agreedThat credit has long since been applied, and we are at this time considering the matter closed

Upon making contact with this customer we were able to discuss many aspects of our service, in particular the reasoning behind the credit policies addressed in this complaintAfter a productive conversation with the customer we were able to apply credit to their account and are pleased to count
them among the active and valued service providers in our network

After speaking with this customer and investigating their account, we found that this customer did in fact make a reasonable effort to cancel within the allowed period for a refundTheir request to cancel stemmed from a miscommunication regarding the billing process for members of our network, and
as a result, we were able to reach a settlement with this customerAt this time the customer's account has been cancelled and we have parted ways on amicable terms

In speaking with this customer and reviewing our records, we were able to determine that the email explaining the debut and details of our new Instant Connect program had not been successfully delivered to themAs a result, the customer began accepting leads that resulted in a balance that exceeded
their previously agreed upon monthly budget for leads generated through our serviceWe were able to explain the details of this new service, apologize for any confusion, and mutually concluded that the new product feature was not the proper fit for their current business needsWe have amended the outstanding balance that resulted from this situation and returned their account to the settings that had cultivated success for the customer over the life of their accountAt this time the customer remains an active member of our service

they say on 6/that some how with I had a charge-back and
that why they took additional money from my account then closed it againso no they did not credit me the money on a prior date they credited me the money, then opened my account again and took more money from me but how do I accrue fees? how did I do anything, especially if my account is closed? I am so confused! And I have not heard back from any one at home adviser I called them a couple times recently and have gotten a run around and no call backs to explain how did I get charged again??

Although we have not been in direct contact with this customer we do have information to provide.While we do not have any record of any cancellation attempts prior the closure of this customer's account this year, we have provided a refund for the renewal of their account that was processed in
October, Although the customer's leads had in fact been set to remain off over much of the last two years, our company hosted and marketed their listing in our directory over that time and do not feel as though a refund is owed for the previous year's membership.The refund for their recent charge, however, should already be reflected on their credit card statement and their account has since been cancelled in full as requested

Initial Business Response /* (1000, 5, 2015/06/24) */
We have spoken with this customer and addressed their concerns
This customer had some issues with our crediting process for leads that do not fall within our terms of being deemed validThough some credit was initially provided, the full
amount that this customer had been requesting was not fulfilled due to several policies, one of which being that lead credits need to be processed within days of receiving the lead, as well as several procedural misunderstandings
We have apologized for any frustration that occurred during this dispute, and have now credited over half of this customer's balanceAdditionally, we have streamlined the communication process for this customer to be able to reach a Customer Service Representative in the futureThe customer was content with this resolution and will remain a member of our service moving forward

Complaint: ***
I am rejecting this response because:For one my last name is spelled "***" not "***"...my complaint and notice to HomeAdvisors was made on the 121/18/2017...HomeAdvisors acknowledged my written complaint and order to cancel my accountThis wass also acknowledged on the succeeding days to follow, namely 12/19/2017, an "incident" report is filed, (with a number on 12/19/2017), stating that someone will contact me shortly to discuss...They send me a "lead" on 12/21/2017, which I was charged for....on 12/22/i receive ANOTHER email from a Josh L*** stating he would contact me shortly to discuss the "incident"....my so called "closed account" was charged on 12/22/for $66.94...again on 12/29/for $16.90....and AGAIN on 01/12/for $59.99, for a total of $I was assured on 12/22/that my account was closed...and left the matter "as-is"...It wasn't until receiving my bank statement that I had seen these charges that were made to my account for said money withdrawals as mentioned priorI spoke with my bank and had to cancel my card in order to stop these withdrawals from occurring AGAIN!!! These outstanding monies need to be RETURNED to myself in a bank check of some kind....This matter will NOT be considered to be resolved until said monies are returned
Sincerely,
*** ***

Prior to receiving this complaint, we made an extensive effort to resolve this dispute between the consumer and the contractor in question through our internal Problem Resolution processWhile we did receive pictures of the work done to this consumer’s home, no contract for the project was
provided, and our attempts to facilitate communications between the consumer and the contractor broke down once the contractor ceased contact with our office At this time, we must adhere to our initial recommendation to the consumer that they seek third party assistance in addressing their dispute with the contractor directlyNot having any regulatory or enforcement authority over contractors who advertise with us, the only recourse our company is able to directly enforce is the removal of the contractor in question from our networkWe exercised this right to discontinue advertising for the contractor once they stopped responding to us regarding this matter, and they are no longer eligible to be recommended to homeowners requesting service through our site and have been removed from our directories

Although we have not been in touch with this customer we do have information to provide.This customer enrolled in our service in and has not been an active member since As stated in their complaint, during the life of the customer's account our records show that they was both aware of and
actively utilizing their ability to turn their leads on and off in order to control their lead generation and spend, and furthermore, that work was won as a result of the leads they receivedWhile it is true that there are limitations to the amount of time that leads can be turned off via our online portal, calling in and requesting leads off for an extended period of time is also an option that is often exercised by members of our network to adequately meet their business needsAdditionally, our service allows for a limit to be set on the amount of leads that an account can receive on a monthly basis to further place the control of all spending in the hands of the account holder. As the above information was both relayed to and used by this customer during the life of their membership with our service, a full term period of a year that ended in 2016, along with the fact that work was won and the customer engaged, called, and often contacted the leads that were provided to them, we do not feel as though their demand of a full refund is warrantedAs such we have placed their information on our Do Not Call list to ensure that they do not receive any further contact from our company and are at this time considering this matter closed

Initial Business Response /* (1000, 5, 2015/10/23) */
After speaking with this customer and investigating their account, we have found that there were in fact some fundamental elements of our service that may not have been adequately explainedIn order to resolve this customer's concerns, we have
refunded for the leads that the received, closed their account, and have parted ways on friendly terms

Since receiving this complaint our customer service department has made multiple attempts to discuss the concerns detailed in this complaint, but upon reaching them the customer informed our representatives that they did not wish to be contacted any furtherIn light of that request we have cleared
the outstanding balance that was associated with their account, placed the account on our Do Not Call list, and at this time are considering the matter as closed

Prior to receiving this complaint our customer service department was able to contact this customer and address their concernsWe apologized for the confusion that had lead to this complaint, credit was applied to their account, and at this time the customer remains an active and valued member
of our service network

At this time we have been unable to establish our involvement with the project described in this complaint, but were briefly able to contact the wife of the consumer who filed itWe would like to note that we do hold any regulatory capacity over the quality of work performed by contractors who
advertise on our website and that we cannot be held liable for issues well beyond our control such as the filing of permits after a contractor is hired, but we have scheduled a time to follow up with this consumer next week to make sure that their concerns have been adequately addressed