HomeAdvisor

Initial Business Response /* (1000, 5, 2015/10/13) */
Though we have not been in direct contact with this customer, we did leave a voicemail confirming that a full refund was issued prior to our office receiving this complaint.
At this time we are considering the matter closed, but if there are...

further concerns we will gladly address them.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Per this customer's request we have not attempted any further contact, but do have information to provide.As this customer's request for cancellation with a refund fell within our allowable time frame to return their payment for membership, a refund had already been processed by the time we received...

this complaint. The customer should receive those funds within the next 10-15 business days, and their account has been cancelled in full.

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.
Sincerely,
[redacted]

Although we have not spoken with this customer directly, we were able to leave a voicemail that informed them we would be providing their desired resolution. The customer can expect their funds to be reflected on their credit card statement within the next 10-15 business days.

Initial Business Response /* (1000, 5, 2015/12/16) */
We have spoken with this customer and were able to reach a settlement regarding the balance associated with their prior account.
The customer has started a new account with our company and is currently a member of our network.

Prior to receiving this complaint, our customer service department was able to address and resolve this customer's concerns. Given our records showing inactivity on the account dating back to 2015, we were able to provide a credit for a automatic membership charges that were applied to this...

customer's account. Per their request, the account has been cancelled in full with no further balance associated.

We have been in touch with this customer and were able to discuss and resolve the concerns that lead to this complaint. There had been a change in our lead generation policies between this customer's original account and their new one, so we have explained the differences, adjusted the lead settings...

to reflect their old account, and we are currently attempting to reach the customer to finalize their account settings in order to look move forward. We are pleased that the customer remains an active member of our service, and we look forward to a continued business relationship.

We were able to reach this customer and have discussed their concerns. We found that a small portion of the leads that this customer was receiving were not for tasks that their company was able to perform. When this occurred, the customer had been attempting to reach their original sales...

representative as opposed to our customer service department that is specifically dedicated to this type of issue. We found that the leads in question would have been eligible for credits as described in our Terms and Conditions, and in light of the misunderstanding, we were able to reach a settlement and have parted ways on amicable terms.

Prior to receiving this complaint, our Customer Solutions Team had been in contact with both the complainant and the contractor in question in an attempt to reach a resolution. That department was not successful in that pursuit as they were unable to foster a productive conversation between the two...

parties, the amount in question is well beyond what either party was able to provide documentation for, and the complainant has since advised us that they were in touch with an attorney. We have at this time concluded our involvement in this matter and must defer to the legal system as a means for this complainant to pursue their concerns.

Although we have not been in touch with this customer directly, we have left both a voice message and an email confirming that their requested resolution has been provided. At this time there is no further balance associated with their account, there will be no future charges, and the account has...

been cancelled in full per the customer's request.

Complaint: [redacted]
I am rejecting this response because:This is not how it was at all handled. I have a 20 minute conversation recorded that states that you, Home Advisor cannot issue refunds in anyway. I was told that no one ever received a refund. Not to mention how I was duped into signing up in the first place with lies and confusion on how the service works. My phone call I had with a manager states that your company does not favor the contractor and will always award the home owner the win in every, single, case! So for all future contractors please be advised of this. I am making a youtube video with my recorded phone call for all future businesses to watch. I had to apply for a fraud charge at my bank to receive my funds back.
Sincerely,
[redacted]

Prior to receiving this complaint our customer service department was able to reach this customer and provide a resolution to their concerns. Credit was applied to their account, and at this time we pleased to still count the customer among our active network members.

In discussing this complaint with the customer and reviewing our own records, we found that most of the concerns listed in this complaint can be traced back to the fact that we were unable to make contact to complete our usual "Welcome Call" to the customer to clarify certain key elements of our...

service. Further exacerbating that situation is the fact that the customer was experiencing difficulty in logging into their account, thus they were not able to pause leads, review their charges, as well as several other concerns mentioned in this complaint. Because of this situation combined with the fact that the customer cancelled very early in their membership with us, we were able to reach a settlement agreement. Once that settlement was reached, we were able to part ways with this customer on friendly terms.

Initial Business Response /* (1000, 12, 2015/11/24) */
Though we have not been able to speak with this customer directly, we did receive a voicemail advising us that tomorrow would be a good time to reach them and that they are willing to discuss their concerns. Additionally, the voicemail...

mentioned that the customer may have employed legal counsel, which if that is the case we will have to defer our communications to our legal department. We will reach out to the customer tomorrow as mentioned and will provide further updates as events warrant.
Final Business Response /* (1000, 13, 2015/11/24) */
We were able to reach this customer and have addressed their concerns. Although we have confirmed that the leads associated with this account were valid, given that the customer was dissatisfied overall and prepaid a lump some for future leads, we have reached a refund agreement and have parted ways on amicable terms.

Since receiving this complaint our customer service department has been in touch with this customer and was able to clarify the misunderstandings that lead to this complaint. That conversation resulted in adjustments being made to the customer's account in order to better fit their business needs,...

credit was applied, and at this time we are pleased to still count the customer as a valued member of our service network.

In speaking with this customer and reviewing our records, we determined that the scope of tasks that the customer's company performs were not an ideal match for the types of leads generated through our service. As this customer made us aware of this and attempted to cancel their account within their...

first week of membership, we were able to amend the balance in question and cancel their account in full. The customer's information has been removed from our collections process, and at this time we have parted ways with the customer on amicable terms.

We have been in touch with this customer and were able to have a productive conversation regarding their concerns as mentioned in this complaint. We were able to clarify the reasons behind any confusion regarding their billing, discussed different billing platforms available to members of our...

service, the merits of each of those platforms, and how they compared to the program that the customer had been enrolled. As a result, we were able to reach a settlement with the customer, have cancelled their account per their request, and at this time have parted ways on friendly terms.

Prior to receiving this complaint we were able to address and resolve the cause of the unwanted calls this customer had been receiving.Although the customer's account had been cancelled in full as mentioned in this complaint, their listing on our live directory was still active and available to the...

public. There was of course no charge involved with this, but that listing has since been removed and the customer's company is no longer being advertised by our service in any capacity.

After reviewing this customer's account we were able to apply the appropriate credits to this customer's account to resolve their concerns, and at this time the customer remains an active member of our network.

Initial Business Response /* (1000, 5, 2015/12/04) */
We were able to reach this customer and have addressed their concerns.
We found that there was some confusion regarding the tasks for leads that this customer would be receiving as a part of our network. To correct this issue, we have...

reached a settlement with the customer and have parted ways on friendly terms.