HomeAdvisor

Long prior to receiving this complaint, our customer service department was able to address and resolve this customer's complaint regarding our autorenewal policy. A refund was provided in July of this year and their account has remained cancel since that time.Regarding the sales call this customer...

received, we would like to apologize for the unwanted contact, we have since placed this customer's information on our Do Not Call list, and at this time are considering this matter closed.

Although we have not been in touch with this customer directly since receiving this complaint, we would like to use this opportunity to relay that we have since credited the requested amount to the customer's account. We would also like to apologize for any frustration that may have resulted from...

this concern, to assure the customer that their account has been cancelled in full, and that no future charges will occur.

Initial Business Response /* (1000, 5, 2015/10/09) */
We have spoken to this customer, as well as investigated their concerns on an internal level.
We have no reason to believe that the charges to this customer's account are anything but valid. Our records indicate that the customer contacted...

and spoke with multiple homeowners as a result of our leads, and have no way to substantiate the claims that their sales representative mislead the customer regarding the nature of our service.
We would also like to point out that under no circumstances are any of our leads ever sent to any more than four contractors. This was explained to the customer as well.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Home Advisory did response to my complaint. Their sales person "[redacted] lied to me he said that I shouldn't get charged for leads that I don't sale. [redacted] also did not tell me that they sent lead to more than 4 contractors and charge them each single lead. that is not right sending one lead to 4 different contractors and charge each contractor for that one lead. [redacted] contacted me after my complaint with Revdex.com and he couldn't even find the recording of their sales person lie to me. How can that be Possible ? I am 100 % sure that if their sales person didn't lie he would have found the recordings. Their sales person wont even answer my calls so I can confront him that how unprofessional Home Advisory is. If any of Home Advisory supervisors are professional they would've at brought [redacted] sales person on a 3 way call. I have a an excellent credit history I always pay my bills on time I am never late on a bill, my credit score is excellent but liars like home advisory are threatening me with E-Mails and call that they would sent me to a creditor if I don't pay their money. I have already won the dispute against them with my credit card company. They did sent me lead I would call and some one picks up lime and no one speaks no one there from all the leads they sent me and charged me for them only I was able to talk to 2 people which didn't work out. I want home advisory to stop calling me I owe them nothing they go on line find new contractors and lie to them just to sign them up. Then they charge them and treaten them I wasn't the one who contacted them they contacted me they are ling I have an email from them saying I contacted them I didn't. I didn't even know who they were until their sales person contacted me and lied to me. I am an honest contracted I don't want to be cheated I don't lie to my clients I am honest. I would like Home Advisory to be honest to and I am sure they would grow as a company with honesty they would grow larger and be a better company. My company is based on honesty, honesty works better for me. I like home advisory so stop calling me until they have a better solution to solve this matter a better way. I like to thank Revdex.com from the bottom of my heart for Submitting my complaint and listening to my voice .
Final Business Response /* (4000, 12, 2015/11/24) */
As indicated in our original response to this complaint, we have no reason to believe that the charges to this customer's account are anything but valid. Our records indicate that the customer contacted and spoke with multiple homeowners as a result of our lead service, and we have no way to substantiate the claims that their sales representative mislead the customer regarding the nature of our service.
We would also like to add that recordings of calls made to or from our company are only saved for a finite window of time, and the age of this account and time passed from the initial sales conversations have passed that window. We have received no other complaints regarding the sales representative in question misrepresenting our services in any capacity to other customers.
At this time we are considering the outstanding balance on this account as a valid debt owed to our company.

Per the confirmation email provided to the account holder, the funds in question should be reflected on the customers credit card statement within 10-15 business days of our original response to this complaint.

Although we have not contacted this customer regarding this complaint, we do have information to provide.Our records, available upon request, conclusively show that not only did this customer attempt contact with nearly every lead that was provided to their account after agreeing to our terms and...

conditions, but that they consistently logged in to their account to "status" those leads and were well aware of the charges that were accruing. Our records further show that this customer blocked any and all subsequent charges beyond their initial membership and that there was never any intention of paying for the agreed upon services from our company. As a result of our leads, this customer was able to make contact with many of the leads provided to them and were able to generate business as a result.Because of the information described above, we are currently considering the entirety of this customer's balance to be valid and are at this time considering this 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. We had to pay $1221.25 they waived the late fees and collection fees
Sincerely,
[redacted]

Complaint: [redacted]
I am...

rejecting this response because: It took weeks for them to even call us. They have only called twice, not several times. Even though this is the start of a the busiest time of year for the heating and air conditioning industry, I have returned calls both times, as my schedule allows.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
We have discussed the nature of our service as a whole, as well as what is to be expected of our leads with this customer. We have always been a form of advertising, and have never guaranteed that all of our leads will result in winning a job....

There are many circumstances for which we credit for invalid leads, but the lead must fall within our guidelines.
We have provided credit to this customer's account for future leads, and have encouraged them to always keep in touch with leads from the past that did not immediately develop into work. At this time the customer remains a member of our network.

We have been in touch with this customer and were able to resolve this complaint. In speaking with the customer and investigating our records, we determined that there had been some miscommunication regarding whether or not the customer would begin their account as a lead-buying customer or simply...

displaying their business' listing on our Live Directory. In light of this, we discussed the specifics of the lead-buying aspect of our service and were able to apply credit to the customer's account. At this time the customer remains a valued member of our network, and will be using the credit applied to their account to begin receiving leads from homeowners in their area who request service on our site.

Prior to receiving this complaint, our office was able to make contact with the owner of this account, a party other than the named complainant, and appears to have resolved their concerns. Credit was applied to their account, and several changes were made in regards to area their leads will be...

generated from. We have left a message with the customer asking that they contact us with any further concerns, but as we have not heard back, we are assuming that their concerns have been adequately addressed. At this time the customer remains an active member of our network.

I have records as well that after my last message not a single call has been made or email sent. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We have been in touch with this customer and were able to bring this complaint to an amicable resolution. We found that there had been some confusion regarding fundamental elements of our service, particularly in regards to our billing and credit policy for leads generated to the customer's account....

A settlement was reached and the customer's account has been cancelled in full per their request.

As this consumer mentioned in their complaint, their concerns are currently being addressed through our established Problem Resolution process. We are currently awaiting communications from the contractor in question and remain hopeful that our efforts will result in this consumer receiving a refund...

regarding their concerns. We would also like to note that the individual listed as the contractor's primary account holder was successfully screened through our background check with no criminal history found, but that at this time the account has been removed from our network.

A well established aspect of our service provides our customers with the opportunity to dispute and/or disprove ratings and reviews that they receive from homeowners. While this customer has replied to the review in question they have not been in touch with our service to initiate the dispute...

process or provide documentation to support the claims made in this complaint.After receiving this complaint a member of our Customer Solutions department attempted to reached out to the customer through the number provided on this complaint as well as two others we have on file but our representative was informed that they had the wrong number. As such, until we receive further communication from this customer regarding this concern we will be considering the matter closed.

Initial Business Response /* (1000, 5, 2015/11/19) */
One day prior to receiving this complaint, we received an email from this customer requesting the removal of the listing in question. While we cannot speculate on what error prevented the profile from being removed at their first request, we...

have marked the profile for deletion and have followed up with our Tech Department to ensure its removal.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/10) */
We have successfully contacted this customer and addressed their concerns.
After speaking with this customer and researching their account, we have determined that the customer did in fact make a reasonable effort to cancel their account...

within our required 72 hour window after their initial signup. We found that both unfortunate timing involving a weekend, as well as fact that the customer had been attempting to contact his sales representative as opposed to our customer service team lead to delayed contact, thus putting him past the allowed window of time. Per our policy, the customer service representatives are not allowed to refund past that window, a fact that lead to this complaint.
Given these circumstances and the desire to part ways on amicable terms, we have issued a full refund to this customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/04) */
We had initially made reached a settlement with one of the principals of this company, but were later made aware by their partner that the latter did not agree to the terms.
At this time we have an appointment set for next week to further...

discuss this complaint.

We stand by our original response to this complaint and will continue to consider the matter as closed.

Initial Business Response /* (1000, 5, 2015/08/27) */
Though we have not yet been able to make contact with this customer, we do remain hopeful that we will be able to touch base and work towards an amicable solution.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I contacted the business and left a voicemail message to be contacted back and no one seems to contact me at all or leave a way of contact to be called back. And also,there has been emails sent stating of more charges placed on the customer account that was previously created and have tried to process the card number on file for that customer account but (lol) the credit card account that has been processed for payment is closed and can't be processed anymore.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 20, 2015/11/24) */
The person that filed this complaint is not the owner of the business, nor are they listed as someone authorized to adjust or discuss that business' account with our company. Due to security concerns, we only discuss matters concerning accounts with our company with the person that signed up for our service and/or is the principal of the company.
We made multiple attempts to reach the owner of this account and did not receive any communication from them in return. Additionally, there were not any new charges levied against this account other than the fee resulting from the customer making a "chargeback" on their form of payment. That fee is not dissimilar from fees associated with a bounced check.

We would like to apologize for any frustration regarding the wording and/or license issues that occurred with this customer's previous account with our service. The listing in question has at this time been removed, we can assure the customer that the [redacted] result link will removed shortly, and at...

this time we are considering the matter as closed.