HomeAdvisor

As stated in our original response the refund in question has been processed and should be reflected on the customer's credit card statement within 10-days of the time of our original response

Complaint: ***
I am rejecting this response because: The response does not address the root issue resulting in my being charged for illegitimate leads. Please reference the attached. When submitting a request for service, when entering information in the "Consumer Comments" field to manually type the information specific to the request. When comparing both leads notice both were typed "Help with Home Automation System" exactly the same. The likelihood is that these requests were submitted by the same person using different names and contact information. I do not want to believe Home Advisor is acting unethically by having it's staff generating bogus leads information in an attempt to steal money from it's client's, however, Home Advisor is the only clear beneficiary in this event, and the loophole is open to exploit potentially costing other companies like ours thousands of dollars, potentially reaping benefits in the millions of dollars in the grand scheme. I was able to speak with the man referenced in the lead named *** ***. He was rude and evasive during our brief phone conversation. He claimed he was "just filling out the information to get to the next page", and he was not actually interested in any service at all. When speaking with *** ***, we were issued a similar response. I think this is no coincidence and I would like an investigation into the matter. 80% of our leads are miscategorized and a call is necessary after an initial refusal to grant credit. Only then in a conversation are we able to obtain credit most of the time. I verified other contracting services offer by Home Advisor offer two discrete categories for installation of new, and repair of existing equipment. Why are Home Automation services lumped into one as "Install or Service a Home Automation system"? There is an vast discrepancy between installing a new system and servicing an old. Often times we cannot make a profit from servicing an existing customer's home automation system because there problem can be resolved in less than an hour. We bill $per hour. It is impossible to earn any profit if we service a customer's system in one hour, when Home Advisor is billing us at $for the lead. This is a major concern and principally why we left Home Advisor in years past. I would appreciate a comprehensive response to these grievances from someone with authority to implement changes
Sincerely,
*** ***

Final Consumer Response /* (2000, 6, 2015/07/28) */
A resolution has been reachedThey apologized for the situation and dropped the forgave the debt as no service was actually rendered

Prior to receiving this complaint our customer service department had been in touch with this customer, and as the customer had requested their cancellation within the allowable time frame for a refund, a refund for the membership was processed at that timeIn regards to the leads
mentioned in this complaint, the charges for those leads were never billed to the customer but we have instead since removed the balance associated with them from the customer's account.At this time there is no further balance owed, there will be no further charges, a refund for the customer's membership has been processed, and we are considering this matter closed

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. I did receive a call from *** with Home Advisor. Prior to calling *** had reviewed my file & addressed all of my concerns & complaints during our conversation. Which no one else had done. *** had appologized for the horrendously bad experience I had. he did not try to justify or provide any excuses. The fact that he had offered to resolve the issue as I requested in my complaint. Just goes to show that this is standard business practice but just an unfortunate situation for everything to go bad. Now that this has been resolved. I can consider coming back down the road. I do appreciate ***s understanding and acceptance that this should have never gotten this far
Sincerely,
*** ***

Although we have not been in direct contact with this customer since receiving their complaint we do have information to provide. Upon review of this customer's account we found that elements of this complaint are exaggerated and that our service had only generated four leads to this customer's
account over that same amount of months as a result of their lead generation being turned off per the customer's requestPrior to receiving this complaint our customer service department had been in touch with this customer and attempted to address their concerns, and during that conversation the customer incorrectly stated that they had been billed for over twice the amount that our billing statements confirm. Given these circumstances that also include documentation that the customer was only ever charged for two of the aforementioned four leads that were generated to their account and considering the four months for which our service facilitated the customer's online advertising, we have applied credit to resolve their outstanding balance with our service and have cancelled their account in full as requestedAt this time there is no outstanding balance associated with their account, there will be no future charges, and we are considering this matter closed

Initial Business Response /* (1000, 5, 2015/12/18) */
We have been in touch with this customer and have addressed their concerns
We found that our customer service platform had not been fully explained to the customer which left them without a full understanding as to how to address certain
aspects of our lead generationWe were able to reach a settlement with this customer and have parted ways on amicable terms

We stand by our original response to this complaint and will continue to consider this matter closed

Prior to receiving this complaint our customer service department was able to address and resolve the concerns listed in this complaintTheir account has been closed, their refund has been processed as requested, and if the funds are not already reflected on their credit card statement then they
should be appearing very shortly

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,
*** ***

Complaint: ***
I
am rejecting this response because:I am still waiting for the current charges to be removed from my account, the current collection action to be stopped, and to discuss the past charges that were unauthorized to discuss how this will be corrected
Sincerely,
*** ***

A member of our management team was able to contact this customer, explain the confusion that lead to this complaint, and was able to resolve the issue at hand. We would like to thank this customer for bringing this concern to our attention and are currently considering this matter as closed
and resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is disappointingly satisfactory to me
The only reason HomeAdvisor took us off of their list was this filed complaint to the Revdex.com, they did not respect our multiple requests to remove us from their solicitation list prior to this complaintThis company plays the numbers game and seems at least in our case to have ignored our original requests in hopes we would just stay quietly annoyedBased on HomeAdvisors actions we do not believe this is a forthright company and will be sharing our experience with everyone who brings up the name Home AdvisorWe will also suggest any who inquire to file a complaint as we did with the Revdex.com
Sincerely,
*** ***

Prior to receiving this complaint, our customer service department was able to contact this customer and address their concernsAfter review from our management team, credit was applied to the customer's account and we are pleased to count them among the valued and active members of our service
network

We have been in touch with this customer, held a productive conversation regarding their concerns, and have made plans to follow up with one another next week to determine how best to move forwardOnce a resolution has been finalized we will provide an update as warranted

We have been in touch with this customer and were able to hold a productive conversation regarding their experience with our service and the details of this complaintAt this time a settlement was agreed to, their account has been cancelled at the customer's request, and we have since parted ways
on friendly terms

We have been in touch with this customer but unfortunately were not able to reach an amicable resolution.After reviewing our records we found that the ratio of commercial to residential leads were overstated in this complaint, and in speaking with the customer they confirmed that multiple jobs were
won as a result of our leadsAs this is the case, we do not feel that a full refund as demand is warranted but instead made what we feel to be a fair offer in regards to the impending chargebacks the customer has filed with their bankAlthough this offer was rejected, we made it clear to this customer that our offer will remain on the table should they choose to reconsider

We have been in touch with this customer and were able to explain not only our credit policy, but the circumstances that lead to the concerns as outlined in this complaintAs a result of the conversation, we were able to amend the outstanding balance associated with their account, cancelled the
account in full per the customer's request, and at this time we have parted ways on amicable terms

Prior to receiving this complaint, our customer care department was able to contact this customer and discuss their concernsWe were able to address the issues listed in this complaint, and although several options regarding credits and leads were offered, the customer declined themAt this time
their membership with our service remains active with their lead generation paused, but moving forward, should they reconsider our previous credit offers we will be pleased to honor them

Our previous response detailing our failed efforts to contact this customer was filed prior to successfully reaching them and addressing their concernsOnce we were able to reach this customer, we discussed aspects of our service with which they had concerns, were able to reach a settlement, and have since cancelled their account per their request