HomeAdvisor

Initial Business Response /* (1000, 5, 2015/11/25) */
This matter was addressed and resolved prior to our office receiving this complaint.
Our company was able to reach a settlement with this customer and we have since parted ways.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/02) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
The amount of $516.40 was credited to my account.
Thank you for helping me regarding this matter.

Initial Business Response /* (1000, 5, 2015/07/10) */
After speaking with this customer and looking into their account, we have issued a refund for the requested amount.
Our system automatically renews the membership to our service, much like a magazine subscription. We found that this customer...

made a reasonable attempt to inform us that they did wish for their membership to renew, so we have issued a refund for both the cost of their membership, as well as a lead that was charged to their account after that renewal.

As stated in this complaint our Customer Solutions department had previous contact with this consumer regarding their concerns. At that time our representative provided the consumer with third party resources to assist with pursuing the contractor in question directly as that contractor is now over...

a year removed from being advertised by our service. Furthermore, we do not have any record of this consumer being matched through our service to the contractor in question, nor does our service make any guarantees regarding work quality or warranties.While we are always sorry to hear that a homeowner has experienced difficulty with a project, in this case we must stand by our customer solutions representative's recommendation that the consumer pursue and address this matter with the contractor directly.

We have not yet been in touch with this customer regarding their complaint, but have exchanged voice mail messages. We will be reaching out to the customer again early next week and remain optimistic that we will be able to resolve this matter on amicable terms.

As stated in our original response, we have made multiple attempts to finalize the agreement that was made with our customer service department but have not yet been able to finalize that arrangement. We will continue to reach out to this customer to follow through as described and will provide further updates as events warrant.

We have been in touch with this customer and were able to resolve their concerns. We have apologized for any frustration that occurred from this situation, a settlement was reached, and we have cancelled the account per the request. At this time we have parted ways on friendly terms.

We were able to reach this customer and have resolved their concerns.We found that their had been confusion regarding the leads provided to this customer in respect to both the tasks and volume provided to them. As a result of these findings, we were able to reach a settlement with this customer in...

regards to their billing and have since parted ways on amicable terms.

Due to the nature of this complaint we have not attempted contact with this customer, but we do have information to provide. We would like to assure this customer that under no circumstance does our company ever sell or provide contact information to third parties, and can state unequivocally that...

we have no association with DISH, weight loss companies, or any other marketers that were named in this complaint. At this time we have placed this customer's information on our Do Not Call list, and have also removed them from our internal email marketing database that provides tips, blogs, and information regarding home improvement and updates to our service. We can assure this customer that they will receive no further contact from our company, but we cannot make any guarantees regarding solicitation from companies with which we have no association.

Prior to receiving this complaint we were able to reach this customer and have since resolved their concerns. We found that there had been settings on their account that were changed by customer's employees that lead to confusion in regards to their billing and were able to correct this...

misunderstanding. As a result, a settlement was reached, their account cancelled as requested, and we have since parted ways on amicable terms.

A substantial amount of credit had been applied to this customer's account over the life of their membership for both this and other concerns, and as such we are standing by our original response to this complaint and are considering this matter closed.

Prior to receiving this complaint, our customer service department was able to discuss this customer's account and details of our service. Their lead generation structure was adjusted, aspects of credit policy explained, and credit was applied to their account. At this time the customer remains an...

active member of our service provider network.

We have been in contact with this customer and were able to have a productive conversation regarding their concerns. We found that several of aspects of this customer's concerns stemmed from fundamental changes in our service between now and their previous membership several years ago. This was...

primarily evident in regards to membership cost and control of lead generation to the account. As a result, we were able to determine that the customer's business needs did not align with our service, and were therefor able to reach a settlement to these concerns. At this time the customer's account has been cancelled in full and we have parted ways on friendly terms.

Complaint: [redacted]
I am rejecting this response because: I did talk to a customer service representative at home advisor they offered me $550 refund. I did take that offer but I still do not believe this is enough because my total bill was over $2300.
Sincerely,
[redacted]

Prior to receiving this complaint, this customer's account had been cancelled due to our inability to contact them and the balance in question had been removed. At this time the account remains cancelled in full, there is no balance owed, and there will be no future charges.

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

Having multiple names associated with this account, our records show that while one person had cancelled the company's account with us, another had agreed to remain an active member. We did reach out to the phone number on file for this account and were informed that one of the names authorized to...

change the account status was no longer with their company, so at that time we left a message for another party that was not returned.Given the nature of this complaint, we have not made any further attempts to reach out to this customer since our initial contact to clarify the situation. We have since taken the steps to cancel their account and placed their information on our Do Not Call list. Should there be any other concerns or confusion, we will gladly address them.

We have made multiple attempts to reach this customer but have not yet been successful in contacting. Despite this, we do have information to provide.Upon review of the customer's account we found their requested resolution to be a reasonable one, and as such we have amended their outstanding...

balance to reflect the amount the customer has indicated they would like to pay. Once that payment has been made there will be no further balance owed and the account will be cancelled in full, and once we receive return communication from the customer to complete this resolution then we will be considering the matter closed.

Although we have not been in touch with this customer since receiving their complaint, upon review of their account we found that a good faith effort was made to cancel their account. As a result we have provided the customer with the resolution as requested in this complaint.We would like to...

apologize for any frustration and/or confusion that resulted from this situation and can assure the customer that their account has now been cancelled in full, there is no further balance owed, and no collections activity was pursued. We would like to wish this customer and their company all the best moving forward and we are at this time considering the matter closed.

Complaint: 11964636
I am rejecting this response because:1)  I was NEVER told that the five free leads were valid for 90 days.  Actually, the 5 free leads were NEVER fulfilled!!! 2)  The facts are that the 5 free leads were NEVER fulfilled and during 9 months I have only received 1 valid lead from Homeadvisor.  That lead never returned my calls.  The fact that there has only been one valid lead in 9 months proves that I was sold a service from Homeadvisor that they could NOT deliver on!!!  You can't tell me that one lead should cost $280.00  Either Homeadvisor could not delivery their product or I was lied to.  Either way the problem is on their end.  How can you sell a service when you cannot deliver???
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/23) */
Though our terms and conditions state that no refunds are given past the initial 72 hours after signing up with our service, in order to part ways on amicable terms we have provided this customer a refund for the full amount of their membership....


Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)