HomeAdvisor

We have been in touch with this customer and have discussed multiple options regarding potential resolutions to the concerns as listed in this complaint. As of our last communication the customer expressed their desire to further weigh these options as far as continuing their membership and the...

settings for their account, and at this time we are awaiting word on how they would like to proceed.We look forward to resolving this complaint in full and are confident that we will be able to do so on amicable terms.

While we have made several attempts to reach this consumer since their rejection of our initial response, we have not yet been able to touch base with them regarding this concern. At this time, however, we can state that upon further investigation that we have identified the source of this issue and that the issue is being addressed on an internal level. We would like to reiterate that it is not our company who is at the source of this concern and that we do not resell or release consumer information to more than a maximum of four contractors that fit the service request. The direct contact information of the party handling this complaint has been provided to this consumer in multiple voicemails, and should they have any further questions or concerns we will be glad to address them.

Although we have not been in further contact with this customer since receiving this complaint we would like to inform them that we have provided their resolution as requested. At this time their company's listing in our directory has been removed, their account has been cancelled, and they will not...

receive further contact from our service. We would also like to clarify that while the listing itself has been removed, the link to that listing will still appear until [redacted] next batch update. Our company is not kept apprised of when those updates occur, but we can assure the customer that those search result links will be removed shortly.

We have been in touch with this consumer and are currently in the process of addressing their concerns related to the contractor in question.Although the contractor originally contested that they were the company hired to perform work for this consumer, the consumer has provided has documentation...

that proves otherwise and their review has since been posted. We have also started a formal complaint in our Problem Resolution process on behalf of this consumer and we look forward to resolving this situation on amicable terms.

As our prior response indicates, the requested settlement reached with this customer has already been processed on our end, and the funds should be reflected on their bank statement by the end of this month. As requested, we have also sent an email to this customer confirming that action.

Complaint: [redacted]
I am rejecting this response because: The business has not tried to get in contact with me without fail. I called a few weeks ago and spoke to a representative. I was told complaints are adddressrd in order and that it would take a while to speak with someone about my angst. The rep then tried to offer a settlement, however I told her I would think about. Today, a rep called (conveniently before I received the email alerting me to HA's response) to speak about my account. I wasn't able to talk to her. Overall, Home Advisor has not tried to contact me. This situation is another example of their lies and manipulation. For these reasons I respectfully reject their statement. Sincerely,
Christy Abram

Complaint: 11386591
I am rejecting...

this response because: The statements are not true. I phoned them the day that I contacted you because this company chose not to resolve my complaint. They have never made any attempts to phone or email me. Their response to a complaint was to refer to a collection company. 
Sincerely,
[redacted]

We have been in touch with this customer and were able to address and resolve their concerns. We have apologized for the confusion regarding their lead generation and the control of their lead flow, a settlement agreement was made, and their account will remain cancelled as requested. As a...

result of this conversation we have parted ways with the customer on friendly terms and wish them and their company all the best moving forward.

Complaint: [redacted]
I am rejecting this response because:Home Advisor has provided false information.  The customer service department only called me after they had received the complaint.  I expect a full refund of the originally requested amount.  I am more than happy to share all invoices for work completed by my company that will show that we only had 4-5 instances where we performed work based upon a lead from their site.  This is out of many dozens of leads they sent my company and many thousands of dollars spent.
Sincerely,
[redacted]

While we were able to make contact with this customer, we were unfortunately not able to reach an amicable resolution. We made what we felt to be a fair and reasonable offer to settle their concerns, but the customer did not agree to the offer. Based on our research and conversations with this customer, we were able to confirm that they contacted many of their leads and were able to secure multiple jobs as a result of our service. Additionally, this customer agreed to our terms and conditions that outline our billing policies, and the cost of each lead is prominently displayed within the information sent to the customer for each lead they receive. We have no reason to believe any of the charges made to this customer’s account were anything but valid, and extended what we feel was a generous offer to resolve this complaint. That offer will remain on the table should this customer decide to reconsider.

Complaint: [redacted]
I am rejecting this response because:I want further assurances from the company that we will not be contacted again. Adding us to a do not call list is not good enough. I want confirmation that the NAME of our company along with its owners have been added to a do not contact list. Further, I want them to agree to compensation to our company if/when they contact us again. I've heard numerous promises we won't be contacted, only to be call and harassed by them again. This last time they called an obscure number for us that had been set up 10 years ago by another marketing company BUT they knew the number was associated with our company yet still called it. The time before that (September 2016) they called my personal cell phone number. I want a firm cease and desist.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/17) */
We were able to reach this customer and have addressed their concerns.
While the original cancellation request by this customer was not found in our records, we did find that there was no activity on the account after the time the customer...

suggests that they had cancelled and that their business had been closed. In light of these circumstances, we have reached a resolution to this complaint and parted ways on friendly terms.

To whom it may concern.      Our complaint with Home HomeAdvisor has been rectified. We canceled our service with HomeAdvisor and were not charged for the quarter as requested. We received finally, email confirmation of our cancellation request. In addition a 56$ lead was also...

credited not at our request but we are ok with it. We have no more complaint ([redacted]) with HomeAdvisor.     Sincerely [redacted].

As mentioned by this consumer, prior to receiving this complaint our customer solutions department had attempted to foster communication between this consumer and the contractor in question. It was also explained that our company does not make any guarantees regarding work quality and/or 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. As a neutral, third party advertiser, we cannot be held accountable for, nor do we possess any regulatory capacity in regards to work performed. As our attempts to mediate a resolution between this consumer and the contractor in question were not successful, we must at this time advise the consumer that should they have further concerns related to the job performed by the contractor they hired that their best course of action will be to pursue the contractor directly through an outside resource such as small claims court. We would also like to note that this consumer's review detailing their experience with the contractor in question is currently posted to the contractor's profile and available to the public.

While this customer had taken the necessary steps to cancel their account within the allowable time frame for a refund, there had been some confusion in regards to the cancellation process between one of our supplemental subscriptions and the overall membership with our service. As a result, we have...

provided a refund and cancelled their account as request and have parted ways on friendly terms.

We have made several attempts to reach this customer, but have not yet been able to make contact to discuss this complaint. At this time we remain optimistic that we will be able to address this customer's concerns and bring this complaint to an amicable resolution.

Although we have not yet been able to reach this customer regarding their concerns, we have provided them with the direct contact information of the party handling this complaint. At this time we remain optimistic that we will be able to hold a productive conversation, reach an amicable resolution,...

and will provide any updates as the situation allows.

While we have not yet been able to make contact with this customer, we have reached out via email to set up a time to discuss their concerns. We will provide further updates as available.

We have made several attempts to reach this customer but have not yet been able to contact them regarding this complaint. The direct contact information for the party handling this complaint has been provided to them through voicemail and we remain optimistic that we will be able to bring their...

concerns to an amicable resolution.

Complaint: [redacted]
I am rejecting this response because: As I had expected, they are not fully telling the complete story. I did recieve a call from someone at Home Advisors TODAY. The gentleman identified himself as a new manager and spoke to me briefly about my account and how he reviewed all the notes, saying in fact that he did see that I had cancelled the membership to their services over a year ago to date (approximately August 2015). He then offered me an opportunity for renew service/membership. Nothing was mention about a refund or even partial refund. I unfortunately was on the job site and not able to further speak with him. I politely terminated the phone call and thanked him for his time. This in no way was this an attempt to apologize for wasted time or return the money the had been debited from my account without my approval. My primary goal is to regain my hard earned money and part ways from Home Advisors.
Sincerely,
[redacted]