HomeAdvisor

In reviewing this customer's account, we were able to determine that there had been some confusion regarding the billing structure that the customer had enrolled in as a part of the lead generation aspect of our serviceAs the customer was diligent in communicating their concerns with us very early
into the life of their account, we were able to reach a settlement and close their account per their requestAt this time there is no further balance owed and we have parted ways on amicable terms

Our Customer Service department was able to reach this customer, amend several charges that were in dispute, and was able to address the customer's concernsAt this time we have cancelled the customer's account per their request and have parted ways

Upon review of this customer's account we were able to determine that they made a good faith effort to cancel their account within the allowable time to receive a refundAs such we have cleared the balance that was associated with the membership charge in question.There is now no further balance
owed, there will be no future charges, and the customer's account has been cancelled in full as requestedWe would like to apologize for any frustration and/or confusion that may have been experienced by this customer during their time with our service and wish them and their company all the best moving forward

Prior to receiving this complaint, our customer service department was able to reach this customer, address and resolve their concerns, and at this time their account has been cancelled per their request with no further balance owed

Complaint: ***
I am rejecting this response because: home advisor has a lawyer calling usThey have no intention on resolving our issues I have sent a letter to get all of the recordings between our company and theirs I have also requested the phone numbers of the customers they say that we we given leads forI have yet to receive any of that We told them in the beginning we do not want installation leads and we got mostly those We also did not accept the leads for most of these but were charged anywayThey told us we would not be charged for leads we did not accept which were mainly the installations.
Sincerely,
Karen ***

Initial Business Response /* (1000, 5, 2015/12/18) */
We have successfully contacted this customer and were able to address their concerns
We found that there had been an issue regarding turning our lead generation on and off, and the result was that the customer had been billed for leads he
was unable to engage withIn order to resolve this customers concerns, we were able to amend their outstanding balance, cease all future collections activity, and we have parted ways with the customer on friendly terms

Due to the nature of this complaint we have not reached out to this consumer, but we do have information to provide.This consumer completed our online Service Request process which connects them with a select few contractors in their areaWe try to make the fact that consumers will be contacted by
the service professionals that they are matched with not only in this process itself, but also in the terms and conditions that all users agree to by submitting their requestShould consumers not wish to contacted by local professionals, they are always free to browse our Live Directories without submitting any personal contact informationWe have also added this consumer's information to our Do Not Call list and apologize for any confusion and/or frustration that occurred during their experience with our service

Initial Business Response /* (1000, 5, 2015/10/26) */
We have been in touch with this customer and have addressed their concerns
There seems to have been some misunderstanding as to the volume of leads that this customer would be receiving as a member of our serviceWe discussed several
options that would align their membership in our service closer to the the expectations they had when they originally joined our network, and the customer took some time to consider how he would like to move forwardThe customer got back in touch with us and informed us that though they appreciated the options that were presented, they ultimately had decided to part ways with our companyWhile we would have liked to retain this customer as a member of our service, we understand and respect their decision, and have credited their account

While we have not yet had the opportunity to speak with this customer regarding this complaint, we have reached out to them and provided the direct contact information for the party handling this complaintAt this time we remain optimistic that we will be able to bring an amicable resolution to
this complaint

Although this complainant is a party other than the holder of the account with our service, we have been in touch with the primary account holder and were able to resolve their concerns.At this time we have amended the outstanding balance that was associated with the account, there is nothing
further owed nor will there will be any future charges, and the account has been canceled as requestedWe have apologized for any confusion and/or frustration that lead to this complaint and wish the customer and their company all the best in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11395296, and find that this resolution is satisfactory to meI am awaiting the agreed refund to be credited to our credit cardI would like to say that we have resolved our issue but it will be completely resolved when I finally have the credit on our business credit card
Sincerely,
*** ***

Per our established Problem Resolution process we have been in touch with this consumer and have assisted them with their concerns regarding the service provider in questionWe will continue to assist the consumer as events warrant but at this time we are considering this matter as resolved

Complaint: ***
I am rejecting this response because: I was told that all potential clients would be calling me directly that this was not a referral service but an advertising system, this was not the case so they promised something and did something else then charged me for something that I did not receive this is not fair to charge a customer and tell them you will provide a service and not deliver or produce what was promised and still take their money then take money for something else that was not requested all should be returned I will not be satisfied without full refund for all that was charged to my account because I received no business from any referrals from this company and no services were delivered(just stress) They did not do what was promised to me several times
Sincerely,
*** ***

We were able to reach this customer and have brought the concerns listed in this complaint to a resolutionWe found that there were discrepancies between the actual nature of our service and how this customer understood the program they had enrolled in, specifically in regards to bill structure for
leadsAs the customer made us aware of their situation very early on into their membership, we were able to reach a settlement and quickly cancel their account per their requestAt this time their account has been cancelled in full and we have parted ways on amicable terms

Initial Business Response /* (1000, 5, 2015/12/15) */
We have been in touch with this customer and were able to address their concerns
While we are a form of advertising and never claim that every lead our service generates will become a job, we do have an extensive credit system in place to
account for invalid leads service professionals in our network may receiveAs a result of that credit system, this customer has been provided multiple credits during the life of their accountWe discussed the credits this account has received with the customer and were able to reach a settlement in order to resolve their concerns
At this time the customer remains a member of our network

Initial Business Response /* (1000, 5, 2015/08/25) */
We have not yet been able to reach this customer to discuss their concerns, but we will continue to look forward to making contact and resolving their concerns
Initial Consumer Rebuttal /* (2000, 7, 2015/09/06) */
(The consumer indicated
he/she ACCEPTED the response from the business.)
We will accept the refund for the membership fee of $287.99.With no other monies being due for anything else affifiliated with Home Advisor
Final Consumer Response /* (4200, 13, 2015/09/23) */
From: *** ***
Sent: Wednesday, September 23, XXXX XX:XX AM
To: *** ***
Subject: Case XXXXXXXX
On Sept we accepted the response from Home Advisor for a refund of our membership fee with the condition no other monies would be dueSince that time we have received phone calls & a letter from Credit Mediators Inca collection agency stating we owe $to Home AdvisorLetter dated Sept In addition we have not received any refund from Home AdvisorCan this matter please be looked into for us? Thank You
Sent from my iPad
Final Business Response /* (4000, 24, 2015/12/01) */
We have made further attempts to reach this customer but thus far have not been successful in reaching them to discuss their concerns
We are still interested in bringing this complaint to an amicable resolution, but will need to speak with the customer in order to move forward

After reaching a resolution with this customer as described in our original response, we received a charge dispute from the customer's financial institution after our accounts receivable department had already completed the process of issuing a refundBecause of this, the customer has effectively received double their money back for the original membership fee with our service which has resulted in an outstanding balanceUpon reaching the customer to explain the situation, the customer informed our representative that they would make no further payment to us, denied the charge reversal, and did not intend to have any further communications with our companyAs our company upheld our agreement to issue the refund along with the fact that the customer refused to acknowledge that the charge dispute had been filed with their bank, the outstanding balance on their previous account with us will remain validShould the customer choose reconsider their position and provide payment to cover the additional funds they have received as a result of the charge dispute, then we will at that time be able to close this matter with no further obligations due from the customer

Prior to speaking with this customer, our review of our records showed that the customer had made a good faith effort to discuss their concerns and subsequently cancel their membership within a time frame that they had understood would qualify them for a refundWe apologized for the
misunderstanding surrounding our refund policy, have provided the refund as requested, and at this time have cancelled their account and parted ways on friendly terms

As mentioned by this customer in their complaint, our customer service department had been in touch with them multiple time over the span of their membership, credit had been applied before any charges for leads were applied, and the only charge successfully billed to this customer was their
original membership feeThat membership fee was paid, reversed by the customer, paid again, and then reversed againThese actions resulted in the outstanding balance in question, and while we have not reached out to the customer regarding this complaint, we are providing this response to inform them that balance has been wipedThere is now no further balance associated with their account, there will be no future charges, and at this time we are considering the matter closed

Initial Business Response /* (1000, 8, 2015/11/17) */
We have been in contact with this customer and have addressed their concerns
We found that there may have been several aspects of our service that were not adequately explained, and when coupled with concerns that are unique to this
customer's industry and state laws, we have determined our service is not a good fit for this customerAs such, we have agreed to refund this customer and have parted ways on friendly terms
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 11, 2015/11/25) */
Hello ***,
I have spoken with the company and they have promised to settle the matter with meAs of this time I have not received a refundI would like to keep the complaint open until I receive what has been promised
Best regards,
*** ***