HomeAdvisor

Upon reviewing our records it became clear that there had been some confusion regarding billing around the time of this customer's cancellationWe have sent an email to the customer apologizing for the situation and have cleared the balance that was associated with their account

While we were able to reach this customer and were provided their version of the events that led to this complaint, upon receiving clarification that the party contacting them was from our company and not the Revdex.com, the customer would not entertain any further conversation or explanations and promptly
ended the callWe are still very willing to discuss the customer's concerns in the pursuit of reaching an amicable resolution, but would also like to state that we have both account records and recordings that refute several key aspects of this complaintShould the customer reconsider their decision not to discuss their concerns with us then we will be happy to provide an update with any resolution that may be reached, but until that time we are forced to consider this matter closed

Initial Business Response /* (1000, 5, 2015/07/14) */
We have contacted this customer and had an extensive conversation regarding our service, policies, leads, and several other aspects of our company as a whole
While we understand that there will always be instances in which homeowners or
potential customers entering their information on our website for a service request may not necessarily need their project done instantly, or perhaps may be in their initial stages of planning, we still maintain that over time we are very competitive with other forms of advertising when comparing total spent with jobs completedWe discussed our service compared with other companies in the industry at length, and would hope that the customer understands why we maintain this position
During our conversation, this customer informed us that they had already filed a dispute with their bank in regards to the charges accrued during their membershipWhile we have not heard from their financial institution, in an effort to part ways on amicable terms and to show good faith, we have already credited the amount that the customer spent with our companyShould we receive a successful chargeback from the customer's bank, their account will be closed at zero balanceIf we do not hear from the customer's bank, we are also prepared to refund their funds on our own accord

Prior to receiving this complaint, our records reflect that this customer's account had already been credited for the balance that resulted from the disputed charge with their bankThe only remaining outstanding balance that was still associated with their account is the fee for that returned
payment, a $charge that is not unlike a fee for a bounced check, but we have since wiped that balance as wellAt this time we can confirm that there is no further balance associated with the account, there will be no further charges, and that the account has been cancelled in full per the customer's requestWe apologize for any confusion or frustration that resulted from this situation and hope that this response serves as an amicable resolution to the customer's concerns

We have been in touch with this customer via email and were able to reach an amicable resolution to their concernsWe have apologized for any inconvenience and/or confusion that occurred, a refund has been provided, and at this time their account has been cancelled in full per the customer's
request

Per the customer's request we have not attempted any further contact with them regarding this concern. At this time disciplinary action has been pursued regarding the unwanted contact and the consumer's information has been placed under a Vice President's name where it cannot be contacted by
our sales organization

We have not yet been able to reach this customer regarding this complaint, but have left several messages in our attempts to address their concernsWe remain hopeful that we will have the opportunity to speak with this customer and bring their concerns to an amicable resolution

upon receiving this complaint our customer service department was able to contact this customer and we since addressed and resolved their concerns. A settlement was reached, credit was provided, and at this time the customer remains a valued member of our service network

Although our records do not reflect any attempts by an employee of our company to resell this customer as they have described in their response, we have at this point applied credit for the renewal fee that was billed to this customer's accountAt this time their account has been cancelled per their request, and the amount in question will be reflected on their statement within the next 10-business days

Although we have made multiple attempts to reach this customer in order to discuss their concerns we have not been successful in that pursuit. The direct contact information for the party handling this complaint has been provided to the customer via voicemail, but until we receive further
communications from them 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
Sincerely,
*** ***
I do still believe though, that home advisor 's practices are misleading and deceptive I would like to see some safeguards put in place so no other unsuspecting contractor goes through what we went throughI feel a contract needs to be sent out and verified before any business takes place If I had seen the actual terms in print I never would've agreed to any of thisSincerely,*** ***

We were eventually able to reach this customer and have since been able to address their
concernsWe have apologized for any confusion and or miscommunications regarding our services that may have occurred, were able to reach a settlement with the customer, and have since parted ways on amicable terms

While pursuing our established Problem Resolution process as related to a formal complaint submitted against this customer's business by a consumer, we found that the customer and their staff did not provide an adequate level of cooperation and/or communication in addressing the concerns of the
consumerAs this was the case, we at that time made the decision the end our professional relationship with the customer's companyShould this customer wish to appeal this decision or if they have since brought about an amicable resolution with the consumer in question, they are free to contact our Customer Solutions department via the methods of contact previously provided to them during the original processWe would also like to note that per the Terms and Conditions that all members agree to upon enrolling in our service that our company reserves the right to terminate the membership of any customer at our sole discretion

Initial Business Response /* (1000, 5, 2015/08/18) */
We have reached out to this customer through both phone and email to discuss their concerns and explain the situation
Prior to receiving this complaint, the charge in question had been credited to this customer's accountAfter this, the
customer disputed the original charge with their bank which resulted in a positive balance on the accountIn order to resolve the situation, we have credited that balance back off of the account, which effectively puts both parties back to evenThis customer remains a member of our service
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept their response in this situationWe are back to even but if we had not continued the service we would have a credit and not a refundThey should issue refunds and not just creditsWe did choose to continue their service but are very careful about how we handle itTheir customer service person I spoke to leaves a lot to be desiredShe was nasty and condescending

Our office made four calls to this customer and left three messages
between 1/5/and 1/11/2016, and in each of those messages a direct line was provided for this customer to reach the person handling their complaintThe being said, in an effort to resolve this complaint in a timely manner, we have already processed a refund for the negative balance on this customer's account at the time of their cancellationThose funds should be reflected in the customer's bank account within 10-days from today's date, 1/27/We regret that we were not able to reach this customer and discuss their situation with them, but trust that this action will resolve this concerns

We have made multiple attempts to contact this customer but have yet to be successfulWe still hope to contact them, address their concerns, and reach an amicable resolution

Prior to receiving this complaint a settlement was made regarding the outstanding balance on this customer's previous account as a part of a re-enrollment inquiryAt this time the account in question has been cancelled with no further balance owed

We reached out to this customer to address their concerns and were informed that the customer simply wished to close their complaint, remove their information from our database, and to receive no further contact from our companyWe have honored those requests by closing our Problem Resolution
process for this matter and placing their former account on our "Do Not Call" list in order to ensure their privacy moving forward

Due to the nature of this complaint we have not attempted further contact, but would like to assure this complainant that we have placed their information on our Do Not Call list and will not receive any further contact from our companyWe apologize for any frustration that may have occurred due to
any unwanted contact

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMy understanding is that Home Advisor has agreed to cancel my account and zero out the balanceI have verified my account and see that has been completed as of 12/01/Thank you for your help in this matter
Sincerely,
*** ***