HomeAdvisor

Although we were not successful in contacting this customer regarding their concerns after multiple attempts, we would like to use this opportunity to relay that their requested resolution has been provided.A refund has been processed, the account canceled per the customer's request, there will be no future charges, and we are at this time considering the matter closed.

Initial Business Response /* (1000, 5, 2015/07/08) */
We have looked into this customer's service request and found that the day prior to their appointment, the contractor that had been matched with this customer called in to cancel their appointment. At that time, we made an active transfer to put...

the contractor in touch with this customer and presumed that both parties had made contact as a result.
When attempting to call and discuss this complaint with the customer, we found that there was no voicemail set up on the number that they had provided us. This is to say that even though we made an attempt to get the contractor in touch with the customer, the contractor had no way to leave a message informing them of the cancellation. Additionally, when the customer made the original service request, they were provided the number of the contractor that they had made the appointment with. The customer could have made contact with the contractor at any point during the morning in question.
In regards to the customer's mention of the email notification bouncing back, we can confirm that in addition to the phone transfer to alert the customer that the appointment had been cancelled, we attempted to send two emails informing them of the same the day before the appointment. Both of these emails were indeed "bounced back" to us, indicating that our email domain had most likely been designated as spam by the customer's email domain and thus blocked from delivery. We have internal documentation of this available upon request.
At this time, we feel as though our company made reasonable efforts to keep both parties in communication with one another and consider this matter closed.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no voicemail left on the phone number provided to [redacted]. Our phone has the option to leave a voicemail easily, so one could have easily been left. In fact, the person/rep I spoke to when I called said - finally - "you should have gotten a phone call." So, I am confused by this.
I checked my emails that very same day when I spoke to [redacted] reps - who claimed that emails were sent - and none were received in my SPAM or inbox. Interestingly, I still receive emails for advertisements directly to my inbox without any issue.
Furthermore, I did contact the plumber directly that morning, obviously, since I had his phone number. I left a message to his voicemail with the number to reach us. No one called back.
We missed an entire morning of work due to this situation and we believe it was the lack of communication and follow through by [redacted] staff to let us know that there was a cancellation. More importantly, we were not informed at the time of the appointment, or previously, that vendors can cancel through [redacted], instead of calling us. No one called us or emailed us. To reiterate, I had to call both the company and the vendor. When I didn't hear back from the vendor (Plumber), of course I called the company ([redacted]) who claims on various advertisements to vet vendors and were in charge of facilitating this appointment. After our terrible customer service experience by [redacted], I'm struggling to understand the purpose of this company and concerned about the way it brushes off customers - especially, those who try the service for the first time.

Our customer service department has been in touch with this customer and was able to address and resolve their concerns. Credit was applied to their account, adjustments to their account settings were made, and at this time the customer remains an active member of our network.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns that lead to this complaint. At this time we have canceled the customer's account per their request with no further outstanding balance and have parted ways on amicable terms.

Initial Business Response /* (1000, 5, 2015/10/06) */
Initially, we had mediated what we considered to be an amicable solution between this homeowner and the contractor that they worked with. After this complaint was filed, we confirmed that the contractor had in fact paid this homeowner the $300...

mentioned in the complaint, which amounts to 250% of what was spent on the project. At this time we feel that this is appropriate for the situation.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
HomeAdvisor is missing the point of my complaint! We will have to spend 0ver $900 to fix the gardens that [redacted] tore out. Virtually, [redacted] stole our gardens, and now we need to spend much more money than we previously spent to repopulate the gardens on the property.
I saw that another customer, who had filed a complaint, was reimbursed by HomeAdvisors when they had property stolen, so I had hoped that we would be reimbursed in the same manner!

I should have had the police get involved, instead of working with Home Advisors to resolve this theft of the gardens!
Final Business Response /* (4000, 9, 2015/11/02) */
Every unique situation is researched thoroughly and decisions are made based on documentation but not limited to contractual and photographic evidence before any decision is made. This customer's situation does not merit any further reimbursement based on our research and prior response to their initial complaint.

As detailed in our previous responses, we have made numerous attempts to contact this customer with no success or returned communication. Documentation showing our calls, emails, and billing records have been provided to the Revdex.com office handling this complaint, and at this time we are considering this matter closed.

Initial Business Response /* (1000, 5, 2015/09/15) */
We have been in touch with this customer and were able to discuss their concerns with them.
We reviewed how our advertising works, and through our discussion we concluded that our service is not an ideal fit for this customer's business. In...

order to part ways on amicable terms, we have issued a partial refund to this customer.

The intention of our previously rejected response was not to convey an unwillingness to work with this customer, but rather our desire to fully understand the confusion of the licensing irregularities that we mentioned. While our system showed a license requirement to perform certain tasks that were outside the purview of what we had been provided to us by this customer, the customer had been insistent that the license we had on file covered the tasks in question. After receiving this complaint, we made multiple attempts to contact customer in pursuit of clarifying that confusion, but our attempts at contact were not returned. At this time we would like to inform the customer that the charge for their membership with our service will be refunded to them, that there will with no further contact from our company, and that we are now considering this matter closed.

We have been in touch with this customer and were able to address and resolve their concerns. A settlement was reached, their account cancelled per their request, and at this time we parted ways on friendly terms.

In speaking with this customer and reviewing our records, we were able to confirm that there had been some confusion regarding the coverage area for the leads that were being generated for this customer as a part of their membership with our service. As a result, we were able to reach a settlement...

with this customer, cancel their account in full, and have since parted ways on amicable terms.

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 very much for your assistance in this matter
Sincerely,
[redacted]

We have been in touch with this customer and were able to resolve their concerns as listed in this complaint. At this time a settlement has been reached, the customer's account has been cancelled in full per their request, and we would like to wish the customer and their company all the best...

moving forward.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns. We have since adjusted the customer's account settings to better fit their business needs and are pleased that they remain an active member of our network.

Through our established Problem Resolution process, our Customer Solutions process was able to contact both this consumer as well as the contractor in question. As of our last communication with the consumer, they have informed us that the contractor was able to resolve their concerns and is now...

satisfied with the work that was perform.We would like to thank this consumer for bringing their concerns to our attention and we look forward to assisting them with their future home improvement needs.

Do to the nature of their concerns we have not reached out to this consumer, but as mentioned in their complaint our company had already placed their information on our Do Not Contact list prior to this complaint being filed. We would like to apologize for any frustration that the unwanted contact...

may have caused and can assure the consumer that they will not receive any further communications from our company.

Due to the confusion surrounding the timing of this customer being billed for their annual membership with our service, we were able to reach a settlement with the customer regarding that charge and have cancelled their account per their request. At this time the customer has been refunded for the...

charges in question and we have parted ways on friendly terms.

We have been in touch with this customer, have been able to clarify the nature of our system, and have apologized for the source of confusion that lead to this complaint. Credit was applied to their account, and at this time the customer remains an active and valued member of our network.

Initial Business Response /* (1000, 5, 2015/11/05) */
We have been in touch with this customer, discussed their concerns, and were able to reach an amicable resolution.
In light of the fact that our service was not properly and fully explained during the sales process, as well as an internal...

error regarding their cancellation, we have amended their outstanding balance and have ended our professional relationship.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/17) */
HI Revdex.com YES I SPOKE TO A [redacted] AT HOMEADVISOR AND HE INFORMED ME THAT OUR ACCOUNT IS CLOSED AND IS AT A ZERO BALANCE AND HOMEADVISOR WILL NOT BE SENDING ANY UNPAID BALANCES TO ANY COLLECTION AGENCIES. SO IF WE HAVE ANY MORE ISSUES WITH THIS COMPANY WE WILL BE CONTACTING Revdex.com. THANKS AGAIN

Initial Business Response /* (1000, 5, 2015/07/22) */
Per the customer's request to not be contacted any further, we only made one call and left a message explaining that the issues named in their complaint have been taken care of on our end.
Prior to our office receiving this complaint, their...

payment had been voided, their membership cancelled, and we have since notated their account that no further contact should be made. In the voice message that was left for this customer, this respondent's contact information was provided if there are any further questions or concerns.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have called me and will take me off their list and not charge me their fee. I am happy. Thank you very much for your help!

Initial Business Response /* (1000, 5, 2015/11/02) */
We were able to reach this customer and have discussed their account and the concerns that they have. We discussed possible solutions, and left things on the fact that the customer would like to consider their options, and that they would reach...

back out to us to let us know what they have decided. We will provide an update on the resolution the next time we are able to speak with the customer.