HomeAdvisor

Prior to receiving this complaint, our customer service department had been in touch with this customer and informed them that a refund for the membership they were charged for had been processed. After further review, we would also like to add that the two leads generated to this customer's account...

have since been refunded as well. We would like to apologize for the confusion that resulted from this situation and relay that at this time the account has been cancelled in full, there will be no future charges, and the customer can expect to see these funds reflected on credit card statement within the next 10-15 business days.

While we were able to briefly contact this customer, we have not yet had the opportunity to fully discuss the concerns listed in this complaint. We remain optimistic that we will be able to address and resolve their concerns and will provide an update when available.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns.We have also scheduled a follow up call to readjust the customer's account settings and are pleased that the customer remains a valued member of our network.

Final Consumer Response /* (2000, 6, 2015/08/12) */
[redacted] from HomeAdvisor called me and apologized for all that happened and gave me a full refund.
I would like to resolve and close this complaint.
Thank you.

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,
Mary [redacted]

Complaint: [redacted]
I am rejecting this response because: From the time I started my membership I had informed Home Advisor that I did not need leads nor appointment setters.  Starting on June 9, 2017 with $51.56 taken for a lead that was not even in my county, I have been given false leads and false address information.  I turned my leads off June 12, 2017,  and yet the  $100.00 Home Advisor started my with for leads was taken in the first week with the wrong type of leads for my business when my leads were paused.  SPoke with Customer service on numerous occasions, from July to October of 2017, no one called til November 2017. I want membership of $287.00 returned. proven.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/18) */
We were able to successfully reach this customer and have addressed their concerns.
We found that this customer did in fact receive a string of leads that were eligible for credit, and most of them had been applied prior to our office...

receiving this complaint. Though we did provide those credits, the customer had also requested to remove himself from our network very early into their membership. In light of these circumstances, we have agreed to a refund and have parted ways on friendly terms.
Complaint Response Date bumped because: Holiday

As described by this customer in their complaint, we do have record of not only their previous complaint from around this same time last year, but also our extensive but failed efforts to reach them regarding their concerns. We have sent another email to the customer, have requested an appointment...

time at which we might discuss their concerns, and at this time remain optimistic that we will be able to bring about an amicable resolution to this complaint.

Prior to receiving this complaint, our customer service department was able to reach and address this customer's concerns. The confusion surrounding their concerns were explained, their outstanding balance was amended, and their account had been cancelled in full per their request.

Prior to receiving this complaint our Customer Solutions team had been in touch with the actual owner of the account in question, a party other than this complainant. As this complainant is not an authorized party to the account in question we have not reached out to them directly but we do have...

information to provide. This complainant had previous accounts with our service that were terminated from membership for multiple reasons including negative trending in regards to ratings and reviews as well as formal complaints that were worked in our Problem Resolution process. As a result of these account terminations, this complainant is no longer eligible for membership in our network, and upon discovering their association with the account to which this complaint refers, the owner of that account was informed that their membership would be placed on hold until further notice. At this time the account remains hold, is ineligible to receive leads, and this status will not be amended without receiving further information from the actual account holder.

Prior to receiving this complaint the consumer had been in touch with our customer service department and requested to be placed on our Do Not Call list. That action has since been taken and the consumer will no longer receive any communications from our company.

Given the nature of this complaint, we have had a Spanish speaking representative reach out to this customer but they have not yet been able to make contact. We will continue our efforts to contact them and remain hopeful that we will be able to resolve their concerns.

Prior to receiving this complaint our customer service department made contact with this customer and attempted to resolve their concerns but were not successful in that pursuit. Our records prove that over multiple years of membership with our service on two different accounts, one of which...

has been cancelled since 2016, that jobs have been won and performed as a result of our leads and that a substantial amount of credit has been applied along the way. While we have cleared the balance that remained on their most recently active account and have cancelled it in full, the full refund for both accounts as demanded by this customer is not warranted. As such, we 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. They did credit me back the total amount.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/09/17) */
We have been communicating with this customer directly and have provided her our perspective on the situation as well as offered a resolution.

Although this complainant is a party other than the account holder for the membership with our service, we have been in touch with the latter and were able to address their concerns. Upon reviewing their account, we found that there had in fact been a mistake with the types of leads this...

customer was profiled for and was receiving shortly after their enrollment in our network. Although this was corrected, the customer experienced further difficulty and requested to cancel their membership within what we determined to be a reasonable time frame and have since amended their outstanding balance. At this time the customer's account has been cancelled per their request, there is no further balance owed, and we were able to part ways with the customer on friendly terms.

We have been in touch with this customer and were able to address and resolve their concerns. We found that there had been a fundamental misunderstanding regarding our service's structure for lead generation and the billing thereof that lead to the customer quickly cancelling their account with our...

service. The original fee for membership was at that point reversed through the customer's financial institution which resulted in an outstanding balance on their account with us. We have apologized to the customer for the inconvenience that resulted from this situation, were able to amend that outstanding balance and cancel the account with no further balance owed, and at this time have parted ways with the customer on friendly terms.

While we have briefly been in touch with this customer, we have not yet had the opportunity to fully discuss their concerns as listed in this complaint. We do still hope to have that conversation, resolve this complaint, and will provide an update once one is warranted.

Initial Business Response /* (1000, 5, 2015/10/29) */
Upon investigating this account, we found that the final charge levied against this customer was in fact billed in error. In order to correct this issue, we have wiped the balance and pulled the account from collections. There will be no...

negative consequences to this customer's credit, and the customer has been notified of the correction.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
HomeAdvisor's Revdex.com complaint manager contacted us, and promptly took the appropriate action. He was extremely professional and courteous.

We have been in touch with this customer and were able to resolve their concerns by amending the balance that had been associated with their account. We found that there had been in error involving the quantity of leads provided to this customer, were able to correct that mistake, and at this time...

the customer's account has been cancelled per their request with no further balance owed.