HomeAdvisor

As we stated in our previous response, this customer had agreed to an amendment of their balance and we had considered the matter resolved and closed. Since that time, the customer has filed disputes with their bank that increased the balance associated with their account and was outside the agreement that had been made. At this time we have no reason to believe the balance on their account is anything other than valid, and as previously stated, consider the matter closed.

Prior to receiving this complaint our customer service department was able to reach this customer after making contact by way of posts made on social media. At this time we can confirm that the lead credit in question has been provided and that their account has been closed per their request.

As noted in our previous response, a full refund has already been processed and posted for this customer on our end. Should the funds not yet be reflected on their statement, at this point we would advise that the customer follow up with their financial institution.

Although we have made multiple attempts to hold a productive conversation regarding this customer's concerns, we have been unable to find success in that pursuit. While we were very willing to facilitate a reasonable resolution, when contacted by the representative handling this complaint the...

customer informed us that they were taking their concerns to outside resources. As this is the case, the customer will need to direct all further contact regarding this matter to our legal department.

Prior to receiving this complaint our customer service department was able to address and resolve this customer's concerns. At this time their account has been cancelled as requested with no further balance owed.

We have been in touch with this customer and were able to bring their concerns to a resolution.We found that there were some technical issues with importing reviews from their previous customers to their profile page, as well as a misunderstanding in regards to our credit system and how credits and...

refunds are applied. We were able to reach a settlement regarding the balance on their previous account and have since parted ways on amicable terms.

my response was intended for vsc. my problem with home advisor has been resolved.

As this complainant is a party other than the account holder, we reached out to account directly but did not receive any return communication. Despite this, in the effort of ensuring that their concerns are adequately addressed, the balance on the account in question has since been amended, the...

account has been cancelled as requested, and there will be no future charges.We will be more than happy to address any further questions or concerns at the contact information that has been provided to the customer, but barring further communication we are at this time considering this matter closed.

Prior to receiving this complaint our customer service department was able to contact this customer and attempted to address and resolve their concerns. During that call, our representative explained to the customer that during the life of their account a substantial amount of credit had been...

applied, and although we were willing to offer a partial refund, a full refund as demanded is not warranted. Although the customer did not confirm that our offer would resolve their resolve at that time, we have since followed through on that offer on our own volition and the partial refund as discussed should appear on their statement within the next 15 business days. The customer's account has also been cancelled in full per their request, there will be no future charges, and 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.
Sincerely,
[redacted]

Our records indicate that prior to receiving this complaint our customer service department had been in touch with this customer and was able to address their concerns. While we apologize for any misunderstandings concerning the nature of our service upon their initial signup, a full explanation of...

our service has since been provided, credit was applied to their account, and at this time the customer remains a valued member of our network.

Upon thorough review of the service provider in question we have found no connections between the previous member of our network that was hired by this consumer and the individual featured in local news story mentioned in this complaint. Our research confirmed that the individual(s) featured in that...

news story would not have passed our extensive background screening and that there is no evidence to suggest that the parties are currently or have ever been associated with one another.That being said, we would also like to note that while this consumer's review of the contractor in question was in fact posted to the contractor's directory listing on our site, that company is no longer a member of our service network. Our Customer Solutions team has relayed these facts along with a full explanation of our background screening process and the relevant results thereof to this consumer, and we are at this time considering this matter as closed.

While we have been in touch with a party other than the complainant/primary account holder, we have not yet been able to reach this customer directly in order to address their concerns. We have provided the best contact method to reach the party handling this complaint and will remain optimistic...

that we will be able to resolve their concerns following the holidays.

Due to the nature of this complaint we have not reached out to this consumer, but we do have information to provide. The check-box option in our service request process regarding "free project information" is for our mailing list which provides information on home improvement projects in general,...

and is not meant to be construed as a request not to be matched with local service professionals. By completing and submitting a service request on our site, homeowners agree to our terms and conditions that contain clear language indicating that they will be contacted by the professionals that they are matched with. Should the consumer wish not to be contacted, they are always welcome to browse our directory of screened and approved contractors in their area. We apologize for any inconvenience that resulted from this situation and wish this consumer the best of luck in fulfilling their project needs.

In speaking with this customer and reviewing our records, we found that we were not able to provide the amount of leads that our system had previously forecast for the customer's account. As the customer was diligent in making us aware of their concerns very early in their membership, we were able...

to reach a settlement and part ways on friendly terms. At this time the customer's account has been cancelled in full per their request.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns as listed in this complaint. The nature and reasons behind the confusion as related to our billing platform was explained, a settlement was reached, and at this time we have cancelled...

the customer's account as requested and parted ways on friendly terms.

Through speaking with this customer and our own internal investigation, we found that there were several instances of confusion regarding the nature of our service, specifically in relation to billing for leads generated through our service. As a result, we have amended this customers balance,...

ceased all further collections activity, and have cancelled their account in full.

Final Consumer Response /* (2000, 6, 2015/07/16) */
I have been contacted by [redacted] and they have issued a complete refund. Thank you, [redacted], [redacted]

We were able to reach this customer and have addressed their concerns. We found that their had been miscommunications surrounding the circumstances under which this customer had cancelled their account which lead to the account being cancelled with a negative balance. To correct this concern, we...

have issued a refund for the balance in question and have parted ways with the customer on amicable terms.

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]
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