HomeAdvisor

Upon reviewing this customer's account and discussing their concerns with them, it was readily apparent that the customer had made a good faith effort to cancel their membership with our service within the allowable time frame to receive a refund. As such, we were able to reach a resolution with the...

customer, cancelled their account in full, and have since parted ways on friendly terms.

Prior to receiving and addressing this complaint, our customer service department was able to resolve the concerns listed in this complaint. Our records indicate that the outstanding balance has been amended, settings on the account regarding types and frequency of leads were adjusted, and at this...

time the customer remains an active member of our network.

There are...

several claims made in this consumer’s rejection response that we wish to address prior to providing our summary of the situation overall: 1)      The assertion that we do not accept and/or publish reviews less than four stars is incorrect. We adhere to our terms and conditions regarding ratings and reviews which dictate that we post a review regardless of the star rating, so as long as it follows the criteria set forth in the aforementioned criteria. Gathering information and feedback from homeowners that have used our service to hire service professionals is a very important part of our service, and we have no reason to believe that any of our representatives would state otherwise. 2)      Our background checks includes licensure as mandated on a state level for performing the types of task that the service professional has informed us that they wish to perform. We have executed that background check for the contractor in question, and all prerequisites to perform the type of work that they advertise for through our network have been met.   3)      We have had extensive contact with both this customer and the contractor in question regarding this matter, and should the Revdex.com wish to review our records confirming this we will be glad to provide them. While we have received some documentation from this customer regarding their concerns, we have determined that though it confirms the consumer hired the contractor, it does not lend credence to any accusations of wrong doing on the part of the contractor. Our company has made it clear to both this consumer and the contractor they hired that while we can and have done everything in our power to mediate this situation, we do not have the authority to enforce any sort of a judgment in favor or against one party or the other. At this time we are recommending to both parties involved that should they choose to further pursue their dispute against one another that they will need to refer the matter to a third party, be that a legal or regulatory avenue.

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,
[redacted]  I have responded to the email sent directly to me by [redacted] of Home Advisor, and have asked him to email me directly with his response to the Revdex.com complaint.  I have also asked if he could provide his direct phone number, as well as dates and times he is available to speak by phone if necessary.  Please keep this complaint open, as Home Advisor attempted to resolve the complaint by email last year, but when I emailed them back they never responded (by phone or email).

Home said they were going to give us back 1500 of the three thousand they took and they have not refunded our money yet. Until the money hits the bank I will not accept this.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/04) */
We have been in touch with this customer and discussed several aspects of their membership with our service. In order to resolve their concerns and move forward on mutually beneficial terms, we have provided a credit to wipe their outstanding...

balance and have been in touch to help redefine the types and amount of leads that will be sent to them. At this time the customer remains a member of our network.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We were able to communicate with this customer via email and have brought their concerns to an amicable resolution. After reviewing their account we found that there was in fact merit to the credit requests mentioned in their complaint, the amount of credit requested was applied, and at this time...

the customer remains an active and valued member of our network.

Complaint: [redacted]
I am rejecting this response because: Choosing to not post my fair and accurate review IS filtering. This is relevant information to your users and Home Advisory states they are referring trusted service providers. If Home Advisor is withholding honest and important reviews of one of their users then they are misleading the public. Users expect / demand honest and unfiltered reviews. This matter should be exposed to the public. As a user I did not know Home Advisor withheld information such as a service provider not making appointments. This matter should have a spot light shined on it so people know that they are not getting the full information. They should know that the service provider may not be professional and show up for an appointment. If this matter is not resolved I will need to take my issue to the appropriate consumer protection agency letting them know that Home Advisor is misleading the public. 
Sincerely,
[redacted]

The settlement mentioned in our original response was agreed to by this customer at the time it was negotiated, and as we maintain that the charges billed to this customer's account are valid, we are at this time considering this matter closed.

Although our customer service department has made multiple attempts to reach this customer we have not been able to contact them in order to discuss their concerns. That being said, a review of our records indicates that although the customer did engage with the leads that were provided to...

them, they did in fact attempt to cancel within our allowable time-frame for a refund to be provided. As such, we have since processed a refund for their enrollment fee, have cancelled their account as requested, and the customer can expect these funds to be reflected on their credit card statement within the next 10-15 days.We would like to apologize for any confusion and/or frustration that this customer may have experienced, we wish the customer and their company all of the best moving forward, and we are at this time considering this matter closed.

We have made multiple attempts to reach this customer regarding their concerns but have not yet been successful. We have left the best method of contact in each of our messages to the customer, and we still look forward to the opportunity of addressing the concerns listed in this complaint.

Initial Business Response /* (1000, 5, 2015/07/06) */
We have made contact with this customer and addressed their concerns.
We found that while we did issue several credits for leads while this customer was with our service, there were also a number of leads that per the parameters of our terms...

and conditions, we did not provide credit for. We found that though these leads could still eventually pan out into sales for this customer, the customer did in fact make more than a reasonable effort to contact this leads in a timely manner. Although we maintain that over time our form of advertising does consistently provide a return on investment for the majority of our customers, we do admit that this customer's particular service niche may not be an ideal fit for our service.
In order to part ways on friendly terms, we have cleared the outstanding balance that remained on their account and have cancelled their service with us.

Complaint: [redacted]
I am rejecting this response because:1. HomeAdvisor discontinued their relationship with the contractor after I filed complaint with Revdex.com2. Even though the agreement that they want (and wanted) me to sign with the contractor is detrimental to me, they refused to help because I would not sign the agreement. And if they had reasons to discontinue their relationship with the contractor, why have they been insistent on me signing an agreement that requires that I let them (the contractor) break my garage instead of them (the contractor) redoing my driveway? They refused to work with me to get the contractor to come up with an agreement that would not break the garage, and instead have them fix the driveway. Not only did they stop helping me unless I signed the agreement, but they also took off the hold from the contractor's account.3. Why did HomeAdvisor find it necessary to remove my first review of this contractor? And then when I submitted my second review, they back dated it so that it did not show on the first page. They place their priorities with the unscrupulous contractor and not the aggrieved consumer.
Sincerely,
[redacted]

Prior to receiving this complaint, our office received an email from the customer directly to which we were able to respond with a resolution to their concern. We have apologized for any confusion that resulted from our membership renewal policy, a refund was provided, and the customer's account was...

closed per their request.

Prior to receiving this complaint our customer service department was able to contact this customer, discussed and addressed their concerns, and although we made what we felt to be a fair and reasonable offer to resolve those concerns, that offer was rejected. Our records indicate that during...

the life of this customer's account a generous amount of credit was applied to their account, that the only charge successfully billed to this customer was for their original membership, and that the customer did not pay for any of the leads that were provided to them by our service. As such, we maintain that our original offer presented to this customer is a reasonable one and would like to state that the offer will stand should they choose to reconsider. Given these circumstances and barring any further communications from the customer regarding our original settlement offer, 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 still have not sent me anything 
Sincerely, [redacted] 
[redacted]

Prior to receiving this complaint, our Customer Service department was able to apply credit to this customer's account to resolve their concerns. There seems to have been a misunderstanding regarding the fact that membership with our service is automatically renewed by our billing system. When this...

occurred, the charge for membership was applied to an outdated form of payment on the customer's account. The customer then disputed this charge with their financial institution, but in light of the situation we were able clear the resulting fee and balance from their account. At this time we have cancelled the customer's account with us per their request and there will not be any future charges applied.

Initial Business Response /* (1000, 5, 2015/11/05) */
We were able to contact this customer and have assured them that we do not or have we ever practiced misrepresentation on craigslist as a form of advertising. In fact, we pride ourselves as being an alternative to craigslist where people can...

trust that the contractors we list have been screened and approved.
The listing in question appears to have lead to another company that we have no affiliation with, and the contractor she was eventually matched with through a service request with our company is and has been a member of our network for years.

Our customer service department has been in touch with this customer and was able to address their concerns regarding our credit process and policies. The requested credit has provided, and at this time the customer remains an active and valued member of our service network.

As we have explained to this customer in a confirmation email sent to them after our phone conversation, our refund process typically requires 10-15 business days to complete. At this time we are currently well within that time frame, and while we apologize that their refund is not yet reflected on their credit card statement, we can assure them that the process is underway and that their funds will be provided as agreed.