HomeAdvisor

Initial Business Response /* (1000, 5, 2016/01/06) */
We apologize for any inconvenience this consumer may have suffered as a result of someone putting in their phone number on several different service requests over the last few years. Unfortunately we have no information as to whether the calls...

they have been receiving are the result of malice towards the consumer from an unknown party, a prank, or simply an innocent mistake made by another consumer.
At this time we have flagged this consumer's contact information to prevent any further calls from anyone making a service request using their number and have added all current information in our system to our "Do Not Call" list.
As a result of the aforementioned actions, we do not foresee the source of this consumer's concerns progressing any further. IP address information can be dealt with on an internal level, but we cannot release information regarding it due to proprietary information being involved.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your prompt action, and taking steps to ensure my contact info will be protected so this does not happen again.
While I understand and appreciate privacy issues around the identity of the computer and person using my data, I do hope that the company will look further into this, and take action to stop this person.
Again, thank you for taking care of this.

Initial Business Response /* (1000, 5, 2015/11/25) */
This customer's concerns were addressed and resolved prior to our office receiving this complaint.
At this time the customer's account has been closed with no further balance associated with it.
Initial Consumer Rebuttal /* (3000, 7,...

2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They owe us a refund. Period. As I stated when I made my original complaint, the can send us our refund by check or directly to our credit card, and I want them to show me proof of having removed our credit card information from their system. Until they produce these results, you needn't present their responses to me.
Final Consumer Response /* (2000, 10, 2015/12/08) */
From: [redacted] (mailto:[redacted])
Sent: Tuesday, December 08, 2015 9:04 AM
To: [redacted]
Cc: [redacted]@homeadvisor.com
Subject: RE: Complaint Case XXXXXXXX
[redacted] & [redacted],
There were 2 actions that I requested in order to resolve the issue and close the case. One was that I get my money back, the second was that they completely remove our billing information from their system entirely, with no further access to charging anything to us.
I have the credit card on my statement, so the first point has been taken care of.
The second point, removing our billing information ENTIRELY from their system, I can only take HA's word that this has been done.
[redacted], if you can confirm that you have completely removed our billing information, then "reply all" on this e-mail so [redacted] can hear it straight from you. I don't just want to hear that you've closed our account, I want to hear that you have deleted our information completely, make it like you've never heard of us in the first place.
[redacted], my experience with the customer service at HA (and [redacted], you may as well know this) makes me believe that these folks have questionable ethics. I don't completely trust that they have deleted our billing information. I will save this e-mail. If I learn that they still have our credit card on file, you can bet that both of you will hear from me again.
[redacted], thank you for all your help in this. HA was in no way cooperative until I forced it on them.
[redacted], you know it's really a shame that I had to not only get the Revdex.com on you, but I had to contest the charge through your merchant services account. You do understand that if you get enough complaints through merchant services, it raises your company's credit card processing fees? For that reason, you may want to advise your customer service representatives to be a little more cooperative in correcting the matter when they bill customers erroneously.
Thanks for your attention,
[redacted]

Prior to receiving this complaint, our customer service department was able to address this customer's concerns and provided a refund to their account. At that time, however, we were unaware that the customer had also filed a charge dispute with their bank which resulted in this customer receiving...

their money back twice, thus leaving a balance on their previous account with our service. Since receiving this complaint we have reached back out to the customer to explain the situation at hand. Per our last conversation, the customer is following up with their bank to review their transaction history and will respond to our company with their findings. We are confident that their bank will confirm the details of the situation as we have explained, and once this has been completed we will be able to consider the matter closed.

Although we have not yet been able to contact this customer regarding their concerns, we have provided the contact information for the party handling this complaint in both a voice message as well as in a message to a member of the customer's staff. We look forward to fully addressing the customer's...

concerns and remain optimistic that we will be able to bring this complaint to an amicable resolution.

We have not yet been able to reach this customer to discuss their concerns but have left multiple voice messages that include the contact information for the party handling this complaint. We remain optimistic that we will be able to bring an amicable resolution to their concerns and will provide an...

update when available.

Our customer service department has been in touch with this customer regarding this complaint since receiving their response. At this time the balance associated with the customer's account has been cleared, their account cancelled, and we are at time considering the matter closed.

Due to the nature of this complaint we have not contacted this consumer but we do have information to provide.Although our system and records confirm that a service request was indeed submitted by this consumer, we have placed their contact information on our Do Not Call database to ensure that they...

will not receive any further communications from our company. We would also like to take this opportunity to encourage any consumer interested in browsing our directory as opposed to directly contacting professionals in their area to click the "Pro Reviews" tab on our home page. This area is entirely separate from our service request process and does not require that any contact information be provided.

We were able to reach this customer and bring this complaint to an amicable resolution. We found that there had been a discrepancy regarding a previous settlement reached between this customer and our customer service department as it related to their balance, and whether or not the customer's...

account would remain active after the agreed upon payment had been made. Our records supported the customer's cooperation with and understanding of that agreement, and therefor we were able to remove the outstanding balance that was remaining on their account. At this time the customer's account has been cancelled in full with no further balance owed.

We were able to reach this customer and have addressed their concerns. The custom stated that they were unaware that leads generated through our website may be sent to multiple contractors, and had come under the impression that we send our leads to as many companies as possible. They were assured...

that any lead received through our site is sent to an absolute maximum of four contractors, and that the majority of the leads they received were only sent to one or two others. This has always been the case with our service as we strive to deliver the best fit for both contractors in our network as well as the homeowners requesting service. We apologized for any confusion, reached a small settlement, and at this time we have parted ways with the customer on friendly terms.

Prior to receiving this complaint our customer service department had been in touch with this customer and was able to address their concerns. A review of their account revealed that there had been an error in which the customer's membership was not fully cancelled at the time of their original...

request and subsequently caused the automatic renewal of their membership after one year. At the time of our contact with the customer a refund was ticket was opened, that ticket has since been processed, and the customer should see the funds in question reflected on their credit card statement within 10-15 business from the time of this response.We would like to apologize for the confusion that lead to this complaint, can assure the customer that there will be no future charges made to their account, and we wish this customer and their company all the best moving forward.

In speaking with this customer and reviewing our notes, we found that there seems to have been a misunderstanding regarding the way that leads generated through our service are billed. Our notes also indicate an orientation call was in fact made to this customer, but that our representative was not...

able to reach them and that no return call was made. In light of these circumstances we offered to amend the balance associated with the customer's account, but upon making that offer the customer ended the call without explanation. We have left a followup message with the customer but have not yet heard back on how they would like to move forward. At this time we will await further communication from the customer on how they would like to proceed, and we still look forward to the opportunity to resolve this complaint on amicable terms.

Per our last response, this concern has been brought to it's conclusion via the payment arrangement made by this customer with the collections agency that was handling their balance. At no time during the numerous conversations that have been held in regards to this complaint did our company imply or agree that the charges mentioned by this customer in their latest response would be removed, wiped, or forgiven, and as the balance has been resolved we are once again considering this matter closed.

We have reached out to this customer via email to apologize for any confusion surrounding our autorenewal policy and to inform them that a refund has been issued as requested. That refund has been processed, their account closed, and we have offered our assurances that no future billing will occur.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do not believe I had to go through all of this and I thank You for your help. I will refer you but I will not refer this business to anyone
Sincerely,
[redacted]

Due to the nature of this complaint we have not attempted further contact with this consumer, but would like to assure them that we have placed their information on our Do Not Call list and that they will not be receiving any further communication from our company. We would also like to offer our...

apologies for the unwanted contact and wish this consumer and their company all the best in the future.

Prior to receiving this complaint, this customer's concerns were addressed through our debt resolution process. At the onset of the customer's membership with our service, a dispute regarding the verbal contract that the customer agreed to as a part of our enrollment process quickly lead to the...

cancellation of their account. Given the short time that the account was active, we have at this time cancelled the account in full with no further monies owed.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns. We have apologized for any confusion that resulted from this situation, a settlement was reached, and although we have closed their account per their request, we look forward to the...

possibility of working with the customer again in the future.

Complaint: [redacted]
I am rejecting this response because: I haven't received any voice call regarding my case. They know my telephone number: [redacted]
Sincerely,
* [redacted]

We have been in touch with this customer and were able to resolve their concerns. We found that there had in fact been some confusion surrounding this customer's account structure, both in regards to settings and billings, and that because of this the customer had made very reasonable efforts to...

notify us of their cancellation in a timely fashion. We were able to hold a productive conversation regarding this customer's experience, have reached a settlement that included the cancellation of the customer's account, and we have since parted ways on friendly terms.

I reject the businesses response because after 07Jan I had more than three hires and reviews. Which are the guidelines and I am owed $50.  [redacted]
Sincerely,
[redacted]