HomeAdvisor

As a neutral, third party advertiser, our company does not make any guarantees regarding the contractors in our network beyond the fact that they have successfully passed the background screening required to become a subscriber to our advertising services. While we actively discourage the members of...

our network from subcontracting on projects that were acquired through our site, we do not have the ability to control their business decisions and cannot be held responsible for the results thereof, especially in regards to work quality or pricing disputes. We have advised this consumer that should they have an ongoing concern related to their situation with the contractor in question that their best course of action will be to pursue to contractor directly through an outside resource such as small claims court. The contractor is no longer a member of our network, and we do not have any regulatory authority to force the refund that this consumer is demanding from them.

Prior to receiving this complaint, this customer was able to get their concerns addressed through our Customer Service Department. They were able to reach an appropriate settlement for their situation and we have since parted ways on amicable terms.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns and experience with our service. After discussing the proper expectations for leads received through our website and the timing of their account's cancellation in regards to our refund...

policy, a settlement was reached and we have since parted ways with the customer on friendly terms.

We take these complaints very seriously. Over the past two weeks we have made several attempts to contact the consumer but have been unsuccessful. If we hear from them at a later date we are confident that we can resolve the issue.

We have been in touch with this customer and were able to address their concerns. In our discussions with the customer and our own internal investigation, we found that there were multiple issues with the form of payment on file, as well as some confusion regarding credits given and the amount that...

the customer was responsible for in regards to membership fees. Due to these circumstances, we were able to amend the outstanding balance associated with this customer's account and have since parted ways on friendly terms.

Initial Business Response /* (1000, 5, 2015/09/23) */
We have opened written correspondence with this customer, and have provided an offer to them that we hope will resolve this matter. At this time, we are awaiting a response so that we may continue to work towards a solution.

In speaking with this customer and reviewing our records, we were able to confirm that there had been instances where misunderstandings by homeowners as to the type of service that this customer offers had resulted in leads being charged to the customer's account that were not in the correct...

category for their business. In order to resolve this complaint on amicable terms, we were able to amend the balance associated with the customer's account, and we have since parted ways on friendly terms.

We were able to reach this customer and have addressed their concerns. We found that due to the license requirements in this customer's state, we were not able to provide the amount of leads they had originally been promised. Due to this, we were able to reach a settlement with the customer, part...

ways on friendly terms, and we look forward to the possibility of counting them as a customer again in the future.

Initial Business Response /* (1000, 11, 2015/07/01) */
After looking into this account, we determined that the refund was issued on 6/5/2015, just over 3 weeks after joining our service. We called to make sure that the customer had indeed received his refund, which he had.
We apologize that...

this process took longer than the customer found acceptable, but the turn around time to refund an amount directly to a bank account does take a bit longer than it would for credit cards.

We have been in touch with this customer and have addressed their concerns. We found that there was in fact a considerable amount of confusion and misunderstanding when this customer signed up and began their account. As such, we were able to reach a settlement with the customer, have amended their...

outstanding balance, and have cancelled their account in full. At this time we have parted ways with the customer on amicable terms.

Prior to receiving this complaint, our customer service department was able to address this customer and apply the refund for the amount in question. We found that once the customer's cancellation was finalized, the refund was processed within our normal turnaround time of 10-15 business days and...

that the funds should have been reflected in their account no more than 2 days after this complaint was filed. We apologize for any confusion regarding their potential lead flow during the sales process and would like to assure the customer that the salesperson's manager was made aware of this situation.

Prior to receiving this complaint our customer service department had addressed this customer's concerns and were able to provide a refund for the renewal of their membership. Since that time, however, the customer has issued a charge reversal with their bank that has resulted in an outstanding...

balance on their account; as the customer has now received twice the original disputed amount, they are welcome to either reach out to us for payment or have the reversal overturned through their financial institution. Once either of these actions have been completed both parties will be able to consider the matter closed.

We have been in touch with this customer and were able to fully addressed the concerns as listed in this complaint. We discussed the issues that lead to the circumstances at hand, made adjustments to their account, and at this time are in the process of a finalizing out settlement agreement with the...

customer. Once completed we look forward to continuing the long-running relationship between our two companies.

Prior to receiving this complaint our Customer Service Department had been in touch with this customer and addressed their concerns. As mentioned in their complaint, it was explained to this customer that we do not have any way to immediately provide a refund, both due to processing time on our end...

as well as with the credit card company, but the refund in question was processed the day that it was requested and should already be reflected on the customer's credit card statement. At this time the customer's account has been cancelled in full as requested and we are considering this matter closed.

Complaint: [redacted]
I am rejecting this response because: My Company name is still coming up in [redacted] search.Please remove me from [redacted] adwords and [redacted] search
Sincerely,
[redacted]

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]

Final Consumer Response /* (2000, 5, 2015/12/07) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Monday, December 07, 2015 11:40 AM
To: [redacted]@[redacted]
Subject: complaint
Hi my name is [redacted] and I made a complaint towards home advisor they have resolved...

my problem.

We have made multiple attempts to reach this customer but have not yet been able to reach them and address their concerns. The direct contact information for the party handling this complaint has been provided to the customer in several voicemails and we remain optimistic that we will have the...

chance to resolve this complaint.

In speaking with this customer and reviewing our records it was readily apparent that there had been some confusion regarding the date on which leads would start being sent to the customer's account. We apologized for any frustration that occurred from this confusion, discussed several options with...

which we could move forward, but the customer ultimately decided to end their membership with our service. We have provided a refund for the leads generated outside the time frame in which they wished to receive them and we were able to part ways on amicable terms.

Prior to receiving this complaint, we found that this customer was able to contact our Customer Service Department and was issued a refund for the lead in question. At this time, the customer's account has been cancelled in full and the customer is no longer a member with our service.