HomeAdvisor

We have made multiple attempts to reach this customer regarding this complaint but have not yet been successful in our efforts. The direct contact information of the party handling this complaint has been provided to them in multiple voice messages and we still look forward to bringing this matter...

to an amicable resolution

Final Consumer Response /* (2000, 6, 2015/07/21) */
[redacted] had contacted me and wanted my side of the story and gave me a full refund thank you for everything

I would like to let you know that I have received my $50.00 reward check from Homeadvisor. I would like to thanked Revdex.com and you for all your help.

We have made several calls to this customer, but found their voicemail box to be full on our first few attempts. We were able to leave a message with our contact information today, and we still look forward to the opportunity to address and resolve this customer's concerns.

In researching our records regarding this customer's account, we found that there had been reasonable attempts made by the customer to cancel their account prior to the charges in question being processed. As a long standing customer with our service, we have apologized for any confusion regarding...

this situation, amended the balance associated with the account, and have parted ways on friendly terms. We look forward to the possibility of counting this customer as a valued member or our service again in the near future.

Upon further review of this customer's account we were able to determine that that was in fact one charge levied to the account after the customer had requested cancellation, but that it was a recurring monthly charge for the month prior to the customer's cancellation. Nevertheless, in an effort to resolve this complaint on amicable terms, we refunded that charge as well and are considering this matter as closed.

We have made multiple attempts to reach this customer regarding this complaint but have thus far been unsuccessful. We still look forward to addressing their concerns and resolving this complaint on amicable terms.

Prior to receiving this complaint, our customer service department was able to address and resolve the concerns described by this customer. Their account with our service has been cancelled per their request with no further balance owed, a refund has been provided, and we have apologized for the...

confusion that lead to this situation.

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]
*

While we apologize for any confusion and/or frustration this customer may have experienced with our service, we would like to take this opportunity to clarify several points made in this complaint. The leads generated through out service are service requests made by consumers in real time, and...

despite a lead being sent to members of our network outside of normal business hours, that does not preclude the service professional from following up with the lead once operating hours resume. We would also like to clarify that leads are only ever sent to a maximum of four professionals as opposed to "upwards of four" as described in this complaint. While this customer has been actively advertised within our network for five months, they have only ever been charged for membership and have not been billed for the leads this complaint disputes as credit has been provided when requested over the life of the account. At this time the customer's lead generation will remain off as requested and we are considering this complaint as closed.

Initial Business Response /* (1000, 5, 2015/07/09) */
After discussing this complaint with the customer, we have determined that the nature of our service, as well as the cost of leads in this customer's area, may not have been adequately explained when the customer signed up. We feel that this...

miscommunication, especially regarding the maximum amount of expenditure this customer could expect in our system resulted in the frustrations described by the customer in this complaint.
In order to part ways on amicable terms, we have wiped the customer's outstanding balance and have instructed our collections agency to pursue no further actions regarding this account.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] has agreed to remove unpaid balance and stops process through the collections agency.Im glad this has been resolved .
Thanks

Prior to receiving this complaint, our customer service management team had been in extensive contact with this customer and were able to reach a resolution. A settlement was agreed to regarding the outstanding balance associated with the customer's account and at this time we are considering the...

matter closed.

We have made multiple attempts to reach this customer but have not yet had the chance to discuss their concerns. We remain optimistic that we will be able to make contact with the customer and bring this complaint to an amicable resolution.

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. The problem was resolved by our attorney prior to this business offering anything.
Sincerely,
[redacted]

While we were able to reach this customer and discuss their concerns, the customer ended our phone conversation prior to allowing us to fully detail our settlement offer. We then followed up with the customer immediately after the disconnection and left a voice message describing our full offer to...

resolve this complaint. In that message the direct contact information for the person handling this complaint was provided, and should we hear any further communication from the customer we will update the Revdex.com as events warrant.

Initial Business Response /* (1000, 5, 2015/06/16) */
We have contacted this customer and successfully addressed their concerns.
We found that there was misunderstanding in the availability of the invoices and/or statements attached to their account. The customer would have preferred to have...

received a hard copy invoice of their statement, but as we are an internet company, we operate almost entirely online. While the statement was available on the customer's dashboard upon signing in to their account, this was not adequately explained to them, nor was it discussed that the customer had the option of using a prepaid credit card as opposed to their personal card. During the process of communicating through this issue, our system automatically renewed the customer's membership, which added to their balance.
As an apology for any frustration that occurred as a result of these misunderstandings, we have completely cleared this customer's balance and have parted ways on friendly terms.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

This customer's attorney is incorrect in their presumptions regarding what recordings our company does or does not have. As the call in question occurred well beyond the 30 days that our company saves recordings, we do not have any evidence to support this customer's claims beyond their word. As previously stated, should the customer provide to us the recording they claim to have then we will be able to quickly resolve this situation. Should the customer instead choose to pursue this matter through an attorney then we must defer all further communications to our legal department.

Initial Business Response /* (1000, 5, 2015/09/04) */
We have been in touch with this customer and have addressed their complaint. After hearing their concerns and looking into their account, we have agreed to issue a refund for this customer's membership.
Complaint Response Date bumped...

because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not seen the refund to date.
Final Business Response /* (4000, 9, 2015/09/24) */
We have apologized for the delay in this customer receiving their funds. Just prior to our conversation to resolve this complaint, a new process for issuing refunds directly to customers' accounts was implemented that takes a bit longer than our former process. We have assured this customer that their refund is currently being processed and will be reflected in their account in the near future.

We have been in touch with this customer, have discussed their concerns, and should be finalizing our new arrangement for their membership tomorrow afternoon. We look forward to this customer's continued membership with our service under a program that will be more advantageous to their business...

needs.

Initial Business Response /* (1000, 5, 2015/11/20) */
We have been in touch with this customer and have held a conversation regarding their concerns. During that conversation we indicated that our company would review the situation and reach back out with an offer to settle. We have left a message...

with the customer indicating that we have an offer ready and are currently awaiting a return call to finalize their resolution.
Complaint Response Date bumped because: Holiday