HomeAdvisor

Initial Business Response /* (1000, 5, 2015/06/16) */
We have successfully contacted this customer and resolved their concerns
In discussing this complaint with the customer, we covered many aspects of our service, including the nature of delayed responses from homeowners looking for a
non-emergency or repair type service such as interior designWe always maintain that our service is a form of advertising, and over the long run can be very useful as a way to build a pipeline of potential customers even without immediate sales
In light of the fact that this customer did not receive the type of return they were expecting from being a member with us, we have issued a refund for both their membership renewal and a portion of the leads they received while a member of our service

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,
*** ***

Since receiving this complaint our customer service department was able to communicate with this customer, address their concerns, and have adjusted their account settings to better fit their business needsAt this time the customer remains an active and valued member of our service network and we
look forward to a mutual beneficial business relationship

Complaint: ***
I am rejecting this response because:
We have not yet came to an agreement to settle this
Sincerely,
*** ***

The vast majority of the balance associated with this customer's account has to do with circumstances explained in our previous response, not the membership that is referenced in their response/rejectionAs we stated in that original response, we have offered what we believe to be a fair resolution to this customer and it was rejectedShould the customer reconsider that offer we will of course discuss it with them further, but at this time we are considering this matter closed

Upon reviewing this customer's account we were quickly able to determine that there been a misstep in the processing of this customer's refund that we had previously agreed to providingWe have apologized for this delay, completed that refund process, and have confirmed to the customer that their
funds are en route. At this time the customer remains a valued member of our service network and we are looking forward to successful relationship

Due to the nature of this complaint we have not attempted further contact with this consumer, but we do have information to provideOur records show and can confirm upon request that we have only sent one email to this consumer following their initial service request and that this email was
returned as undeliverableAdditionally, we do not now nor have we ever spammed any member of our network with unwanted communications, nor is any consumer or customer's information ever provided to any outside parties other than the contractor or contractors they have been matched withAs such, we would advise that this consumer seek guidance relating to what may be a case of a malware infection that could have occurred around the same time as their visit to our website

In speaking with this customer, we found that their expectations for our leads may not have been properly aligned with the way our service actually worksTo correct this misunderstanding, we have altered the customer's account to new settings that will better serve their business needs, and have
applied credit to their account as a show of good faithAt this time the customer remains an active member or our network

We have been in touch with this customer and were able to discuss and address the concerns as listed in this complaint.We have apologized for any confusion and/or frustration that resulted from their membership with our service, a settlement was reached, and at this time we have parted ways on
amicable termsThe customer's account has been cancelled in full per their request and we would like to wish both the customer and company all the best in their future business endeavors

Initial Business Response /* (1000, 5, 2015/08/07) */
We have been in contact with this customer and addressed their concerns
Though our terms and conditions do state that memberships with our service are subject to automatic renewal at the end of their original term, we do feel that this
customer made a reasonable effort to ensure that his service would not be renewed, and therefor we have wiped this customer's balance and fully cancelled their account
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's sad that the individual who contacted me said is whole job is to resolve Revdex.com and Attorney General complaintsIf his whole job is complaints, then it shows that this company really needs some serious policy changesApparently, the customer service people I initially contacted are not able to resolve complaints and simply cancel your account at request so, it appears the only way to get satisfaction is by filing formal complaints with Revdex.com or the AGRest assured, I will never do business with them againAnd though they do a credit check and background check, they really do not do any checking for quality and reputationI think most people assume that the contractors are screened for quality when they're notHome Advisor is the only one assured to greatly benefit!

Upon receiving this complaint we were quickly able to determine and address the cause of this customer's concernsWe have since contacted the customer, cleared the balance for the charges in question, and at this time the customer remains an active and valued member of our service network

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 have made several attempts to reach him and left messages calling back, I work in the office and handle this. *** *** ***
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/15) */
While we did reach out to this customer to make sure their issue was resolved, we were not able to contact themHowever, we did find that we had processed their refund prior to receiving this complaint, and their account should reflect the
returned funds within the next business days

We have been in touch with this customer and were able to address their concernsWe found that there had been a fundamental misunderstanding regarding the nature of the leads that we generate through our system, specifically in regards to the buying stages potential customers might be in, as well
as the guidelines for what qualifies a lead for creditIn light of this, we were able to reach a settlement with this customer and have since parted ways on amicable terms

Complaint:
I am rejecting this response because: While this is acceptable, I am not satisfied until they have completely complied with the removal process, homeadvisor has shown, to me at least, that they cannot be trustedI did that once and will not be fooled again
Sincerely,
*** ***

Although we have not spoken with this customer directly, we have informed them via email that the concerns listed in this complaint have been resolvedIn that email we apologized for the confusion and/or frustration that occurred as a result of this situation, that there is no further balance owed,
and that the account has now been cancelled in full

During the conversation referenced in our prior response, we did cover whether or not the customer would like to cancel their service with a refund or if they would prefer to stay on in order to keep their listing and retain the possibility of entering the alternative program for lead generation as describedThis offer remains valid, and we have previously exchanged contact information with the customer in order to keep in touch regarding their decisions on how best to proceed for their future needsIf they would like to amend their previous agreement regarding their membership, we are still willing to accommodate that arrangement

In response to this customer's rejection we must at this time defer to our original statement regarding this complaintBoth of the attachments provided by the customer in their rejection confirm our original assertion that not only was the customer utilizing the leads provided to them, but that they were making contact with the homeowners as wellAs a form of advertising our company cannot guarantee that homeowners will choose to hire any one particular service provider, nor do we have any control over situations as shown in the second attachment where the homeowner changed their mind regarding an appointment

Initial Business Response /* (1000, 5, 2015/08/04) */
We have been in touch with this customer and are currently in the process of resolving their concerns
At this time, we are waiting for documentation of the damage to be provided by the homeowner that filed this complaintOnce we have
received this documentation, we will be able to move forward in the process of providing compensation for any damages that may have occurred as a result of the contractor's work