HomeAdvisor

We were able to reach this customer and resolve their concernsIn speaking with the customer and reviewing our records, we found that there had been some difficulties regarding their coverage area as it applied to their licensing and franchise coverageAs a result, we were able to reach a
settlement regarding their outstanding balance, cancel their account in full, and have parted ways on friendly terms

We have been in touch with this customer and were able to address and resolve their concerns.Upon apologizing for the confusion regarding charges for a part of our service that this customer did not wish to be enrolled in, we were able to provide a refund and have ensured that they were un-enrolled
from that programAt this time we are pleased that the customer's membership in our service network remains active and we look forward to a successful business relationship moving forward

Initial Business Response /* (1000, 5, 2015/09/04) */
We have been in touch with this customer to address their complaint
We found that per our credit policy, this customer was provided a credit for a lead, but the credit was not useful for this customer as they also cancelled their account at
that timeIn order to resolve this complaint on amicable terms, we have provided a refund for that lead to the customer
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

In speaking with this customer we were able to determine that the account settings assigned for this customer's lead generation were not a good fit with their business model and that our records confirmed that the customer was diligent in making us aware of their concerns in a responsible time
frameAfter discussing in detail different aspects of our service with the customer, we were able to reach an amicable settlement and have cancelled the customer's account per their request

We have made multiple attempts to contact this customer regarding their concerns but have not yet been able to reach them. The direct contact information for the party handling this complaint has been provided in multiple voicemails left with this customer, and we remain optimistic that we will
have the opportunity to address and resolve the issues brought forth in this complaint

While this complaint seems to have been submitted by a party other than the account holder with our service, we have made several attempts to reach the actual account holder to discuss the listed concerns but have not as yet been successful in reaching themWe have provided the best method of
contact to reach the person handling this matter in our previous messages, and should we here from the owner of the account with our service we will be more than happy to diligently work towards a resolution to this complaint

We have been in touch with this customer and were able to negotiate a settlement regarding the payment made in order to resolve the balance with this customer's previous accountWe have apologized for the confusion regarding the customer's previous account as it related to the opening of a new one,
and at this time both accounts have been removed from our network

We were able to contact this concerns and addressed the concerns outlined in this complaintWe found that there was an issue with the timing of the final few charges applied to the account, and that the customer had not been aware of the resulting balanceWe mutually determined that our service
may not be the best fit for the customer's company, and therefor we amended the balance associated with their account and have parted ways on amicable terms

Prior to receiving this complaint our customer service department was able to address this customer's concerns and provide a refund as a resolutionSince that time the customer has reversed the charges in question with their financial institution which has resulted in an additional outstanding
balanceWe have been back in touch with this customer to resolve this situation and are expecting to finalize the matter early next week

Just prior to this complaint being filed, a supervisor in our Ratings and Reviews department thoroughly explained our policies to this consumer as relevant to their concernsThe reviews posted to our website require that a hire is made and/or work having been done, the exception being cases
that may include money paid but no work startedWhile the fact that appointments were made and missed by the contractor in question is being kept for our internal records, this situation does not meet our criteria for being publicly postedWe would also like to add that we do not "filter" any of our verified reviews, regardless of whether they are positive or negative in nature, and would like to further stress that this fact was fully explained to this consumer prior to the complaint being filed. For more information regarding our Content Guidelines for Ratings and Reviews, please see our Terms and Conditions: http://www.homeadvisor.com/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 speaking with this customer and reviewing our records, we were able to determine that this complaint originated in confusion regarding the billing for our annual membership feeWhile the customer's account was charged the same amount for membership as was explained during their sales process,
the higher amount that they were charged was the result of sales tax for the state of New YorkOur company operates an office in the state of New York, and therefor all transactions that we conduct with residents of that state are subject to that taxWe apologized that this discrepancy was not explained prior to this complaint being filed, and at this time the customer's account has been cancelled per their request with no further balance owed

We have reached back out to this customer regarding their rejection response but have not yet been able to further discuss their concernsA message has been left to the customer providing the best contact method to reach the party handling this complaint and we are optomistic that we will be able to resolve their concerns following the holidays

We were able to contact this customer and have addressed the concerns they had regarding their accountOur records confirmed that the leads being sent to this customer had in fact been outside of their desired coverage area, and as a result, the customer had cancelled their account in fairly short
orderWhile we regret that we were not able to properly address their concerns prior to the account's cancellation and resulting bank dispute, we have amended the balance associate with the account and cancelled it in full per their requestAt this time we have parted ways on amicable terms

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and our refund of $is satisfactory to me
Sincerely,
*** ***

Prior to receiving this complaint, our customer service department was able to contact this customer and discuss their concernsOur representative was at that time able to reach a settlement with the customer and the account in question has since been cancelled in full per the customer's request

Initial Business Response /* (1000, 5, 2015/07/08) */
Though we have not been in contact with this customer, we do have information to offer regarding this complaint
Per policy, we cannot make changes to any account in our network if the original owner has not added the name of the person
requesting the change as a verified contact for the accountAs such, we were not able to make any changes or cancellation requested by this customer's affiliate based on a verbal claim to have power of attorney over a phone call
This customer had been a member with our service since September of 2014, and there had been no dispute of any charges during that timeDuring their membership, we provided them with the service they were sold on, which was a form of advertising that provides the contact information of people that have expressed interest in their serviceThe contact information for all of the leads provided to this customer is and will continue to be available to them to use at their discretion
Taking all this into account, we are willing to wipe their remaining balance and pursue no further actions in regards to sending their account to our collections agencyWe have already set their account balance to zero, there will be no future charges, and we have cancelled their account in fullAt this time we consider this matter closed
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am going to start this statement with; I pay someone to handle these things for meMy time is very limited and precious to meIf I am going to have to deal with things like this due to a company that refuses to do honorable business, then I am going to make certain that EVERY moment spent means something and that the offending company (as well as anyone willing to listen) understand exactly where I am coming from
With that saidwith the exception of a couple of statements regarding their response, this is little more than a great big middle finger in salutationBased on their response and lack of willingness to be accountable, it is obvious that the effort put forth to "compensate" our company for services never received, is little more than making excusesIt doesn't take anything to "refund" money that was never owed to begin with, but it DOES take some integrity to actually own up to a problem and make the effort to apologize and reconcile, something this company doesn't seem to be capable of
With that said; Refusing to comply with the law just because you have verbiage in a contract or policy does NOT make it acceptable nor does it make it legal and defending the ignorance of your employees with such trope is consistent with the experience that comes with this company and how they conduct businessRefusal to accept a faxed copy of a power of attorney and using the lame excuse provided of, "not our policy", doesn't justify not continuing to bill for "leads" that were never used and it is still noncompliance of the law
To put a fine point on it; If, "Per policy, we cannot make changes to any account in our network if the original owner has not added the name of the person requesting the change as a verified contact for the account." were true, then how is it they are able to respond or take action based on contact from the***? I never authorized the*** to speak on my behalf in accordance with their "policies"If you are going to split hairs over "policy" to avoid making changes that cost you money, then why is it only after a public complaint is filed that "policy" no longer matters?
The reason they don't have record of "dispute of any charges" is because they refused to acknowledge the POA that was profferedAgain, typical excuse and tactics designed to spin a bad situation rather than just apologize and own the problemI guess acceptance of accountability rather than making excuses would mean actually making a change to the business model and practices, but apparently, that isn't going to happenI guess they will just change the name of the business again instead after they have ruined their reputation again(look for reviews of their previous name, *** and see exactly what I mean)
Regarding the "leads"; "Leads" are simply a notification of information available on their website, information that isn't even complete and can only be accessed via their databaseThese "leads" are also shared with several other companies that are competing for the customer so "stale" leads are as good as useless and they know itThis would be like trying to sell weeks old baked goodsOn the surface they look fine, but when you try to enjoy them, you break a toothIf they provided complete contact information for the customer like some other lead generation companies do, then at least there would be value in having a contact that can be marketed to later, but they don't even provide that
At this point, it may be important to any people reading this to point out that lead generation is billed for automatically, (there is no other option) cannot be stopped except by "pausing" them for weeks at a time (even by calling and speaking to CSR, leads can only be paused for a short time) and then they automatically restart and immediately start billing at exactly midnight (who is up that late working??)We never used ANY of their leads, the only reason our company was listed with them at all was for exposure, NOT lead generationTo this effect, we were LIED to initially by the sales team that stated that we didn't' have to accept leads, that we could turn them on and off at our discretion, there was NEVER any mention of them being timed and automatically turned back on and billed forWhen we first spoke to a rep about this and asked to cancel our contract, we were advised that there would be a cancellation feeAm I the only one that finds this practice unethical and sleazy? If you are providing a solid service, why would you need to set it up in such a way that it makes it difficult for your customers to keep you out of their bank accounts?
It is no wonder that they had to change their name from ***, it's too bad they didn't change the business model while they were at itI imagine that they will have to dump this name as well before too long at this rate
In summation;
I can not in good conscience ever recommend or go back to using their services, not only are their methods questionable, their lack of willingness to accept accountability for their tactics is, in our opinion, deplorable cowardice and hardly good business"F" rating as far as we are concerned and until we receive a public apology, we can't consider the matter closedHad this company taken just responsibility for their *** and apologized instead of making excuses, we would consider the matter closed

Upon making contact in an attempt to discuss this complaint, the customer did not allow our representative to address their concerns and promptly ended the phone callWhile we would still like the opportunity to hold a productive discussion about this complaint, we are at this time refraining from
any further contact unless initiated by the customer

Upon contacting this consumer we were informed that our assistance was not needed at this timeWe have provided the proper contact information to the consumer in case there were any further questions or concerns, but we are at this time considering the matter closed

Due to the nature of this complaint we have not reached out to this customer, but would like to assure them that the conduct of the representative in question is being addressed by managementWe have also already placed the consumer's information on our Do Not Contact list and they will not be
contacted by our company again in the future