HomeAdvisor

Since receiving this complaint our customer service department was able to speak with this customer and has addressed their concernsCredit was applied to their account, their coverage area adjusted to suit their needs, and at this time the customer remains an active and valued member of our
network

Initial Business Response /* (1000, 5, 2015/12/02) */
We have been in touch with this customer and have addressed their concerns
We found that when signing up for our service, there was a fundamental misunderstanding as to the nature of our services, particularly regarding lead generation and
the fees associated thereofAs a result, we have amended this customer's outstanding balance and have parted ways on amicable terms

We have been in touch with this customer and were able to address and resolve their concernsWe have apologized for the confusion that lead to the balance in question, were able to reach an amicable settlement regarding their previous account with our service, and at this time have parted ways on
friendly terms

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns related to our serviceDuring that conversation we discussed the proper expectations of our service, discussed their experience with our sales process, and were able to agree to a
settlement in order to resolve this complaintAt this time a refund has been processed, there is no further balance owed, and their account with our service has been cancelled in full per the customer's request

In reviewing our records and discussing this complaint with the customer, we found that although their membership had been cancelled within the allowable window to receive a refund, and though that refund was provided, there was a lead charged to the account that was not credited as a part of that
transactionWe were able to amend that situation, correct the outstanding balance that was associated with the customer's account, and cancel the account in full with no further balance owedAt this time we have parted ways with the customer on friendly terms

We have been in touch with this customer and were able to hold a very productive conversation regarding their concerns, their experience, and our service overallWe were also able to have a followup call on which their account settings were adjusted, and at this time we are pleased to count this
customer among the active and valued members of our service network

We were able to reach this customer and have brought their complaint to an amicable resolutionWe found that this complaint stemmed from a miscommunication regarding fundamental elements of our service, specifically our lead generation system and the credit policy associated with itWhile we
maintain that our service is an effective form of advertising with a consistently positive ROI over time, we found that the specialized type of work that this customer performs is not an ideal fit for our service at this timeAs such, we were able to reach a settlement with this customer and have since parted ways on friendly terms

We were able to reach this customer and have addressed their concernsWe found that this customer experienced some difficulty very early on into the life of their account, and therefor had requested to cancel with a refundWe found that the customer did make a reasonable effort to cancel within
our allowed time period, and were therefor able to reach a settlementThough at this time we have parted ways, we look forward to the possibility of this customer returning to our service in the future and have left our lines of communication open for that option

We have received the required documents from this customer and have begun the process of issuing the funds related to our settlement agreement

Although we have not been able to contact this customer directly, we have provided the contact information of the person handling this complaint to a party that answered the business line provided in this complaintWe still look forward to reaching this customer and resolving their concerns on
amicable terms

Initial Business Response /* (1000, 5, 2015/09/23) */
We were able to reach this homeowner and have successfully explained the way our particular form of advertising works in regards to the way contractors are chargedWe explained that while yes, contractors are billed per lead that they receive,
it is simply a different approach to advertising versus paying a publication or television station in a lump sum for ad spots
The homeowner indicated to us that they were satisfied with this explanation, and we look forward to assisting them with their home improvement needs in the future
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A representative from HomeAdvisor called me personally immediately after the complaint with Revdex.com was filedHe explained the HomeAdvisor business model to my satisfactionI was impressed and pleased with the concern for consumers showed by the company

We have made several attempts to discuss this matter further, but have not yet been successfulWe were able to reach them once, but were told it was not a good time and that they would call back.We remain willing to discuss this customers concerns in the hopes of reaching an amicable solution

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
It is terrible that it had to come to such drastic efforts to resolve this issueIn the end the wrong was corrected.
Sincerely,
*** ***

Prior to receiving this complaint our customer service department was able to address and resolve the concerns as listedThe customer's account has since been cancelled per their request with no further balance owed

In response to this complaint we would like to state that at no time has any member of our service ever been provided leads that were the result of "names pulled at random," and that every lead relayed to our customers is the result of a live service request being submitted to our websiteThese
service requests require that multiple pages of information be completed and submitted by the person filling out the form, and that we also have a robust credit system in place for instances of information or leads that do not fit the profile settings of the service provider that the lead was sent to. We would also like to state that this complainant has not been a customer and/or member of our service network since a brief period in 2015, during which there was a substantial amount of credit applied to their account prior to their cancellationIt is for these reasons that we are at this time considering this matter closed

Since the time that this customer filed their complaint our records indicate that they have been in touch with our customer service department, credit was applied, and the customer expressed their desire to keep their account with our service as active.While we are certainly willing to assist with
any further concerns that the customer may have, per the records noting the above actions we are at this time considering this complaint as closed

While we have made multiple attempts to reach this customer regarding this complaint, we have not yet been able to speak with them in order to resolve their concernsThe direct contact information for the party handling this complaint has been provided in multiple voice messages and at this time we
remain optimistic that we will be able to resolve the customer's concerns on amicable terms

Initial Business Response /* (1000, 5, 2015/08/18) */
We have been in touch with this customer and resolved their concerns
We found that there was in fact several errors related to this account, contact information and business name in particularIn order to part ways on friendly terms, we
have credited the outstanding balance that was associated with this customer's account

Although our records show that this consumer entered their information into a legitimate service request path in order to be matched with service professionals, we have removed their information from our database. We can at this time assure the consumer that their information no longer exists
in our system and that they will no longer receive communications from our company

While we have not yet been able to speak with this customer directly, we have both left voice messages for one another in the pursuit of discussing this complaintWe look forward to catching up with the customer next week and are optimistic that we will be able to reach an amicable resolution
regarding the customer's concerns