HomeAdvisor

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

In speaking with this customer and reviewing our records, we were able to determine that our service was not an adequate fit for their business needs, and as such, were able to reach a settlement regarding their concerns. At this time we have instructed our collections agency to issue a refund for...

the amount paid by the customer as a result of this situation and have cancelled the account in full per the customer's request with no further balance owed.

Although we have yet to speak with this customer by phone, we have sent an email that confirms a resolution has been provided regarding the balance that was associated with the customer's account. At this time the customer's account has been cancelled in full per their request, there is no further balance owed, and there will be no future charges.

We have been in touch with this customer and were able to resolve their concerns. We had a productive conversation regarding the nature and policies of our service as they relate to the customer's specific industry and the challenges thereof, and as a result, we were able to reach a settlement....

Credit was provided to their account, the account was closed per their request, and we have since parted ways on friendly terms.

Initial Business Response /* (1000, 5, 2015/10/20) */
We have spoken to this customer and have addressed their concerns. We found that there was indeed an error in getting their account set up, specifically regarding their coverage area. In an effort to part ways on amicable terms, we have wiped...

their balance and will be ceasing all activities regarding collections.

Although we have not reached out directly to this customer, we would like to use this opportunity to assure them that their customer loyalty check has been processed and issued since the time of this complaint. While we do apologize for the delay posting the reviews in question that were necessary...

to ensure this customer's eligibility for this promotion, we do not make any promises and/or guarantees in regards to turn around time on the issuance and subsequent arrival of these reward checks.

Since our last response, we were able to successfully open a line of communication with this customer. In discussing their concerns, we were able to reach a settlement in regards to this complaint and have since parted ways on amicable terms.

Prior to receiving this complaint the customer's concerns had been addressed and resolved.We have apologized for the confusion stemming from this matter, credit has been applied to their account, and at this time the customer's account remains active.

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.  Additionally, I am requesting that HomeAdvisor (HA) delete my account from there system so that my company no longer receive emails or receive any unwanted contact from (HA).  I will expect $287.99 refund.
Sincerely,
[redacted]

Prior to receiving this complaint, our Customer Service department was able to work with this customer regarding their outstanding balance and removing their account information from collections. We were able to reach a settlement with the customer regarding that balance, and at this time their...

account has been cancelled in full per their request.

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]

Initial Business Response /* (1000, 8, 2015/10/27) */
We have discussed this complaint with the customer, but have not yet been able to reach a resolution.
The core of this customer's complaint is in regards to the types of leads they were receiving. In cases of tasks that their company does not...

perform or leads from the wrong coverage area, we have no issue with issuing credit for the charges, and in fact have already credited for a good number of them. Where we reach an impasse is that this customer is not named as an owner of the account with our company, and the account is registered under the name of someone who apparently is no longer with the company. In order to move forward with our negotiations, we will need to speak with the account holder themselves. We will be willing to continue negotiations once we are able to reach that third party and still hope to resolve this customers concerns.

Although we were not able to make contact with this customer, we would like to use this opportunity to inform that their desired resolution has been provided. Upon reviewing their account we found that the customer had made a good faith effort to cancel their membership within the allowable...

time frame to receive a refund. We have since processed that refund, there will not be any future charges, and their account has been cancelled per their request.

In discussing this complaint with the customer, we were able to determine that there had been several misunderstandings regarding core aspects of membership with our network, specifically in relation to our service as a form of advertising against the idea of guaranteed jobs. As a form of...

advertising, we cannot and do not guarantee any specific amount of jobs as a result of our lead generation, but rather that members of our network will obtain the contact information for potential customers that have expressed an interest in their field of expertise. We maintain that over time, members of our network will generally see a net positive return on investment as a result of leads generated through our service. In this case, we were able amend the outstanding balance associated with this customer’s account and have cancelled it in full per their request.

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. However, as of 7/1/16, our account is not completely cleared until they post my cashier's check for the settlement amount and close out my account from their collection agency.  If this do not get 100% cleared within a reasonable time frame, I reserve the right to re-open my complaint claim against Home Advisor.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/12) */
Though we have not been in direct contact with this customer, we did comply with their request to receive a refund of $27.24.
We found that during the very brief time this customer was enrolled in our service, a single lead was charged to...

their account in addition to their membership. This lead had not yet appeared on their statement, and therefor the lead was not immediately refunded along with their membership fee. To correct this, we left this customer a voice-message informing them that we would be refunding their charge for that lead, and since that time, the refund has processed. The customer should have already received this refund, or will be seeing it reflected in their bank account in very short order.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have been in touch with this customer and were able to have a detailed discussion regarding the billing concerns listed in this complaint. We have made a settlement offer to the customer in order to rectify the confusion that occurred on their account, and at this time we are awaiting word from...

the customer on how they would like to proceed.

We have been in touch with this customer and were able to address and resolve their concerns. We found that there had been some confusion in regards to the lead generation aspect of our service, in particular the types of leads that the customer would receive and how they would be billed. As a...

result, we were able to reach a settlement with the customer regarding their time and money spent with our service, cancelled their account per their request, and have since parted ways on friendly terms.

Prior to receiving this complaint our customer service department was able to address and resolve this customer's concerns. It was apparent to that department that this customer's primary work category was not a good fit for our service, we have apologized for the inconvenience, and a refund has...

been provided.

We were able to reach this customer, discussed their concerns, and were able to reach an agreeable resolution to the balance in question. We have scheduled a follow up call to make sure that their account settings are in line with their business leads, will make the necessary changes, and are...

pleased to count this customer among our active network members.