HomeAdvisor

Complaint: ***
I am rejecting this response because: I believe that it in completely unreasonable that my business was charged for leads sent regarding work our business does not provide
Sincerely,
*** ***

We stand by our original response as supported by evidence and documentation, consider the balance in question to be entirely legitimate, and will continue to consider this matter as closed

We have been in touch with this customer and were able to address their concernsWe found that there were miscommunications regarding fundamental aspects of our service, particularly in regards to the amount of leads they were receiving and how those leads would be billedWe discussed different
features and aspects of our service that allow the customer to have much more control of their leads, suggested different programs we have available, and have scheduled another call to go through these featuresThis upcoming call will get the customer's account set up in a way that will be the most beneficial to their company, and at this time they remain a member of our network

Prior to this complaint being filed, the customer's refund as previously agreed to by our customer service department had been processed but not yet posted to the customer's bank accountWe have since been in touch with the customer and were able to confirm that their refund had been received, and
at this time the customer's account has been cancelled per their request

Although we have not spoken to this customer directly since receiving their complaint, we would like to use this opportunity to inform them that we have provided their requested resolution. We would to apologized for any inconvenience and/or frustration that occurred as a result of our renewal
policies, but hope that the resolution provided will allow us to conclude this matter on amicable terms and wish this customer and their company all the best moving forward

We have been in touch with this customer and were able to address and resolve the concerns that lead to this complaint. Upon review of the customer's account we were able to determine that their resolution as requested was a reasonable one, and as such that resolution has been providedWe have
apologized to the customer for any frustration and/or confusion that occurred as a result of this situation and have parted ways with the customer on friendly terms

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 really appreciated the phone call I received from John W*** who very satisfactorily help me.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The company has only made attempt to resolve this matter by *** *** *** calling me after receiving my letter to them right before I filed this complaint. He left a message on my home/office answering machine. I called him back or times and he has not returned my phone call, that is why I went ahead and filed the complaint because he never returned my call, therefore never really attempting to resolve this matterAnother person by the name of *** called me as well after receiving my letter and after this complaint was filed with the Revdex.com. He called the home/office number and left a message. I called the number back that he left and asked for him. The person who answered had no idea who *** wasI explained the situation and that I was returning ***s call but nobody was willing to help me. I have given my cell phone for them to call me on but nobody calls that number. If they did they'd get a hold of me. This company has not tried to resolve this matter at all - if they cared to do that they would make sure they got a hold of me by calling me by returning my many phone calls.Someone recently called from a collection agency and made ma an offer that was not fair at all so I declined the offer. The only way to fairly resolve this matter is for Home Advisor to deduct $fee for the one job I responded to and got - job# ***Then I want my account to show a zero balance due and be removed from collections and anything regarding this that is on my credit report be removed
Sincerely,
*** ***

In speaking with this customer and reviewing their records, we were able to determine that the customer was diligent in their efforts to inform us of their intention to cancel their service upon discovering their charge for membership renewalPrior their annual subscription being renewed there had
been a long period of inactivity on the account, and although our system always generates an email to our customers informing them of their upcoming membership fee, this customer had not received and was unaware of the pending billIn light of the aforementioned we were able to reach a settlement with this customer and have since parted ways on friendly terms

In speaking with this customer we were able to determine that our service, specifically in regards to our billing platform, did not seem to have been adequately explainedAs a result, the customer quickly cancelled their membership and took actions that resulted in an outstanding balanceIn order
to part ways on amicable terms, we were able to amend that balance, apologized for any frustration that resulted from their experience, and have cancelled their account in full with no further balance owed

Prior to receiving this complaint, our accounts receivable department was able to address and resolve this customer's concernsThere is at this time no further balance owed to this customer's previous account with our company, it has been cancelled in full, and no future charges will occur

We have been in brief contact with both principle owners of this account, but have not yet been able to discuss their concerns at lengthWe have, however, exchanged contact information and we are looking forward to the opportunity of bringing this complaint to an amicable resolution

Complaint: ***
I am rejecting this response because:Unfortunately I missed *** *** call two timesThe 1st and the 3rd of AugustAfter I had missed those two calls, I almost immediately called back to the direct number he left me in voice mailLeft two voicemails that week and today the 8th of August I've left a total of voicemailsI don't expect to fill up his voicemail machine but I have not had an answer or a call back since I missied his last call on the 3rdSo I dont accept this response because it is the opposite
Sincerely,
*** ***

We have been in touch with this customer and were able to address their concernsAfter discussing this situation with the customer and investigating our records, we determined that there were both misunderstandings, as well as extenuating circumstances involved in getting the customer's account set
upDuring the course of the account's initial activation, the customer was in the process of changing their business name and focus, and also experienced some health issues that rendered them unable to work or respond to leads that had been sent to themBecause of these circumstances, we were able to reach a settlement regarding their membership fee and lead charges, have cancelled their account, and have parted ways on friendly terms

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11816079, and find that this resolution is satisfactory to me
The customer Service Manager who handled my issue was understanding and sympathetic to the problems with the leads as they relate to my type of businessI am satisfied that the charges to my account have been forgiven and that my account has been cancelled without any further financial responsibilities to my business
Sincerely,
*** ***

Although we have not reached out to this consumer due to the nature of their complaint, we do have some information to provide.In situations where a professional in our network has requested not to receive leads at a given time, we will redirect communications from their profile page to our
Homeowner Customer Care department in order to find other available service professionals to fulfill the consumer's service requestThrough this redirect, this homeowner completed our service request process via telephone and was matched to other contractors in our network who had indicated that they were available to take on new projects, thus the phone calls they receiveWe apologize for any confusion that resulted as a part of this process and have placed this consumer on our Do Not Call list

In speaking with this customer and reviewing our records, we were able to determine that the customer did make a good faith effort to cancel their membership within our allowable window for a refund, and that the credits applied to their account as a part of a sales promotion covered the cost of the
leads that they receivedAs a result, we were able to amend the balance associated with their account for the disputed membership charge, have cancelled their account per their request, and have resolved this complaint on amicable terms

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,
*** ***

In investigating this account and discussing it with the customer, we found that the customer had made an attempt to cancel very early on their membership, but that the attempt was outside of the allowable window for a refund, which per our terms and conditions is hoursWe found that the
customer had reached our customer service department soon after their original contact, and that a credit for the customer's membership had been providedThere then remained a small outstanding balance for which we have since agreed to amend, and at this time we have cancelled the account and parted ways with the customer

This complaint is the result of the fact that a chargeback was processed by this customer with their bank during the same period of time that our company was attempting to process a refundAs a result, an outstanding balance was left on the account after the customer had received their money back
twice over, but the chargeback in question has since been reversed and there is no further balance associated with the accountAt this time the agreed upon refund has been provided, no collections activities were pursued, and the account has been cancelled in full