HomeAdvisor

Due to the nature of this complaint we have not reached out to this consumer regarding their concern, but pursuant to their wishes we have added their information to our "Do Not Call" list and will not be receiving any further communication from our company

In speaking with this customer and reviewing our records, we found that they were diligent in informing us that they did not wish to continue with our service as soon as possible upon discovering their membership fee had processedAs such, we were able to provide a refund for the amount in question
and have since parted ways on friendly terms

Although we made multiple attempts to reach this customer regarding their concerns we were not able to make contact since receiving this complaintDespite this, our records indicate that the customer did in fact make a good faith effort to cancel their account within the allowable time frame to
receive a refund for the membership, and as such, that refund has been provided.At this time their membership with our service has been cancelled, there is no balance, there will be no future charges, and we wish this customer and their company all the best in the future

While we have been in touch with this customer's office, we have not yet had the opportunity to directly discuss this complaint with the customerWe have provided the best phone number for the party that is handling this complaint, and look forward to bringing their concerns to an amicable
resolution

We have been in touch with this customer and were able to hold a productive conversation regarding their concernsWe apologized for any misunderstandings that occurred during their membership, were able to reach a settlement regarding their balance, and cancel their account in fullWe have at this
time parted ways on amicable terms and are optimistic that we will be able to work with this customer again in the future

We have been in touch with this customer and were able to address their concernsWhile the customer's account had been dormant for an extended period, their listing in our directory was still active, and because we had not received further communications regarding intent to cancel, their membership
was renewedThe customer quickly alerted our offices that they did not wish to continue as a member of our service, and we were able to reverse that charge and cancel their account in full per their request

We had originally been made aware of this consumer's concerns in August of last year but were forced to close their complaint the following month due to a lack of response to our attempts at contactAfter receiving this complaint we have made further attempts to contact the consumer, and while we
have not yet been successful in doing so, we will continue those efforts in the hopes of facilitating an amicable resolution between the consumer and the contractor in question

Initial Business Response /* (1000, 5, 2015/10/20) */
We have spoken with this customer and addressed their concernsWe found that while a credit to this customer's account was applied for the error, it essentially served no purpose as the customer had also cancelled the account at that timeIn
order to part ways on amicable terms we have refunded this customer for the charge in question
Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund was given, but not until numerous attempts and phone calls were madeIt is unfortunate that this happened but we are pleased that the issue has been resolved

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

We have made multiple attempts to reach this customer but have not yet been successful in addressing their concernsWe still look forward to the opportunity of resolving this complaint on amicable terms

Our office was able to reach this customer and have addressed the concerns described in this complaintWhile this customer did agree as a part of our Terms and Conditions to notify our company should they choose not to renew their services with us prior to their renewal date, we have agreed to a
settlement with this customer regarding that chargeAt this time their account has been cancelled in full per their request and will not be subject to any future charges

We have been in touch with this customer and were able to address their concernsWe found that there had been several miscommunications regarding the nature of our service, particularly in the case of the way that leads generated through our network are billedIn light of this, we were able to
reach a settlement with the customer and have parted ways on amicable terms

Prior to receiving this complaint, our customer service department was able to reach this customer and discuss their concernsOur records indicate that an agreement on a credit amount was reached, the customer's account adjusted, and we pleased that the customer remains an active member of our
network

We have been in touch with this customer and were able to address the concerns as listed in this complaintWe found that there may have been aspects of our service that were not adequately explained and/or elaborated upon, and in order to part ways on amicable terms a refund has been provided to
the customer and their account closed per their request

Our Customer Solutions Team, a department dedicated to resolving concerns between homeowners and service professionals, has been in touch with this consumer and advised them of their recourse regarding the concerns listed in this complaintAs this consumer was unable to provide documentation
pertaining to the matter along with the fact that the service professional was not hired as a result of our service request process, we have taken a review from the consumer for our records and referred them to outside resources to pursue any further action against the service professional in question

Complaint: ***
I am rejecting this response because: The settlement is incompleteAn agreement has been reached in principal, but the refund has not yet been processedThe response will be accepted upon receipt of settlement funds.
Sincerely,
*** ***

Ten days prior to this complaint being filed, a full credit for the membership fee associated with this customer's account was processed in our systemThis action resulted in their outstanding balance returning to zero, and as the membership fee was never successfully billed from the customer's
bank account, no actual transaction ever occurredThere were no collections activity pursued, and the customer's account has been fully cancelled with their information added to our "Do Not Call" database

Initial Business Response /* (1000, 5, 2015/07/15) */
We have been in touch with this customer regarding their complaint and are currently in the process of fully resolving their concerns
In regards to their concerns about the way their website appears on Google search results, we have
explained that this particular occurrence is out of our controlThere was a particular passage ** their company description that appears disparaging when taken out of the context of the full paragraphThe fact that this sentence appears on a search is the result of *** selection of verbiage from the page it is displaying, and can also be effected by the device that the person doing the search may be usingTo rectify this, we have asked that the customer rewrite the sentence on their website that is causing the issue, and we *** adjust their content accordingly
We have also given this customer a credit towards their account for future leads in a show of good faith for anything they may have received that was not applicable to their businessWe have also explained to this customer that it is our policy to not call the references they provide any more than twice so that we avoid harassing anyone that may not have wished to be called in the first placeThat being said, we have made further efforts to contact these references in the hopes that the customer *** receive more of the positive reviews for their profile that they are seeking
At this time, the customer has elected to remain a member of our service, and we are currently awaiting communication from them as to how they would like to reword the content of their webpage
Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The resolution effort is only minimal at best and*** customer service department, specifically the billing adjustments department, is woefully and poorly managed and requires constant follow up to ensure they follow through on what they promiseThe manager of this department ducked my emails and requests to be contacted and *** should part company with this cowardly joke of a manager

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,
*** ***

We have been in touch with this customer and were able to address and resolve their concerns. First and foremost, we were able to apologize for any confusion regarding our background check and enrollment process, and as the customer cancelled their account within the allowable time frame to
receive a refund, the outstanding balance that resulted from their charge reversal has been removedAt this time there is no further balance associated with the customer's previous account, their account has been cancelled in full as requested, no collections activity was pursued, and we have since parted ways with the customer on amicable terms