HomeAdvisor

After conducting our own research and discussing the complaint with the customer, we found that there were several concerns that lead to the situation at hand. Most notably, there seems to have been a fundamental misunderstanding in the amount of leads that would be sent to the customer and over...

what time frame. While every member of our network has the option to control their lead generation and turn their leads on or off, the SP was not aware of these features at the onset of their account. This consideration combined with an issue in regards to the customer's communication preferences heavily contributed into the scenario described in this complaint. After discussing several of our products and programs that may be able to aid the customer in the future, we discussed the possibility of a future working relationship, we were able to reach a settlement, and have at this time parted ways on amicable terms.

Complaint: 12742216
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/10) */
We have been in touch with this customer and attempted to address their concerns.
The customer maintains that in their opinion, the leads they were sent are not valid. Upon investigation, we can confirm that the customer was able to speak...

with one of his leads, and that their other lead has made multiple service requests through our service in the past, has hired contractors, and is certainly also a valid lead. Despite this, we did offer to refund for the leads as a show of good faith, but the customer refused this offer and demanded his membership fee back as well. As we have delivered the service that was initially agreed upon with this customer, we cannot justify that demand.
We informed the customer that the offer to refund for their leads will stand should they choose to reconsider.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as my concern, both leads HomeAdvisor sent me was not potential leads cause the 1st one didn't email me back & hesitant. And the 2nd lead three of my calls goes to voicemail. This is not the service they have promise me when they let me sign up. What good faith are they talking about,,,, at least give me all my money back to make it fair cause they failed to tell me the truth before when they let me signed up for their services. I wouldn't sign up with HomeAdvisor if only I knew about the leads they're sending to their contractors and the headaches they cause me. I am the victim here of bad business practice and just want my money back and I'll forget the bad experience with HomeAdvisor as a learning lesson.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/11/30) */
We maintain the position expressed in our original response. While we are adamant that the leads this customer received are valid, we are willing to refund the charges associated with them in order to resolve this complaint on amicable terms. However, because of the validity of the leads, we are not willing to refund the membership fee that this customer agreed to when they signed up.
As previously noted, this offer will stand should the customer choose to reconsider.

We have been in touch with this customer and were able to address their concerns. First and foremost, we have assured the customer that under no circumstances has our company ever fabricated leads, and that any disconnected, fake, or wrong numbers attached to leads generated through our service are...

always eligible for credit on a customer's account. While these instances do occur, we always make sure to address them as we are made aware of them. As a form of advertising we can never guarantee contact with every lead we generate, but we maintain that over time our form of advertising generates a positive ROI for our customers. As this customer did make us aware of their concerns very early in the life of their account, we were able to reach a settlement with the customer and have since parted ways on amicable terms.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11305118, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/11) */
We have been in touch with this customer and have addressed their concerns.
The charge in question was a glitch in that it should not have been applied to Canadian accounts. As such, we have refunded the charge and this customer remains a...

member of our network.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

This customer's account with our service was terminated due to what we determined to be a pattern of negative ratings and reviews that they received along with a serious formal complaint from a consumer. Per our terms and conditions, our company retains the right to terminate any account's...

membership with our network at any time at our sole discretion. In this case we have chosen to exercise that right and are considering this matter closed.

We have been in touch with this customer and have successfully resolved their concerns. While we were not able to substantiate the claim that there was any misrepresentation regarding the cost of our leads, we did find that the customer alerted us of their concerns very early on in their membership...

and were not actively pursuing their leads. As a result, we were able to reach a settlement with this customer and have since parted ways on friendly terms.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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.  Thank you for all your help.
Sincerely,
[redacted]

Since receiving this complaint our Customer Solutions Team has been in touch with both this consumer as well as the contractor in question. In our attempts to foster a mutually agreeable resolution to this concern, our communications with the contractor indicated that they will be issuing a refund...

to the consumer directly. We will be following up with both parties to ensure that this matter has in fact been resolved, and the consumer's review of the contractor has since been posted.

While our service strives to have consumers provide as much information as possible during the service request process, we cannot make any guarantees regarding consumers' knowledge or understanding of the tasks for which they are requesting information, nor can we guarantee their willingness to proceed with a given project.  As this has been addressed by our customer service department along with the fact that substantial credit has been applied to the customer's account, we must at this time reiterate the fact that we are considering this matter closed.

We have been in touch with this customer and were able to hold a productive conversation regarding their experience and concerns with out service. We were able to schedule a follow up call to adjust the customer's account settings and are at this time looking forward to continuing to count this...

customer as a valued member of our network.

Prior to receiving this complaint and as mentioned by this customer, our customer service department spoke with this customer, was able to address this concern, and a refund has been processed. At this time the customer's account has been cancelled in full, there will be no future charges, and...

the customer can expect to see this refund reflected on their credit card statement in the next 10-15 business days. We apologize for any confusion that transpired during this process but at this time we are considering the matter closed.

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,IF TRUE bc my only concern is the letter that I received from them was not only for $20 it was for $333.54 so this just adds to my frustrations with this company 
Sincerely,
[redacted]

We have made multiple attempts to reach this customer but have not yet been successful in contacting them to discuss this complaint. We still hope to address and resolve the concerns listed in this complaint, and the direct contact information for the party handling the complaint have been provided...

to the customer.

Complaint: [redacted]
I am rejecting this response because:
I talked to them they did get a hold of me not sure why they are stating that they didn't 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/13) */
We were able to reach this customer, but were unable to hold a productive conversation regarding their concerns. The customer stated that their expectations for the service were misrepresented by their sales rep as a part of the sign-up process,...

and while we cannot confirm this, given the short time the customer was with us we were attempting to comply with their request to offer a refund. The customer then stated that they had no need for this as they had already disputed their charges with their bank. In light of this, we are willing to wipe the resulting balance of the dispute rather than moving forward with collections activity.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
refund me the money
reverse the payment
the rep introduce himself as part of the Revdex.com
at the beginning of the call
the then he start investigate me like a cop
and after 10 min when I'm with him on the line
I ask him one more time ( you told me at the beginning of the call that you are from the Revdex.com and now he told me no I'm from home DVISOR )
THIS COMPANY IS A BIG LIE !!!!
refund me my money
Complaint Response Date bumped because: Holiday

Prior to receiving this complaint, our company received an email from this customer outlining their situation and it was addressed by our customer service department. The nature of our billing along with our service as a whole were discussed, we apologized for the confusion that lead to this...

complaint, and we were able to provide a mutually agreeable solution resulting in credit being provided and the cancellation of their account as requested.