HomeAdvisor

In reviewing our records, we were able to determine that the situation described in this complaint occurred in 2013, and at that time the concern of receiving leads for fencing were promptly addressed and the customer received credit for the leads in question. Following that situation, the...

customer's account was properly profiled for the roofing leads that they originally requested. The customer later cancelled their account with a large outstanding balance. This issue resurfaced when our company received contact from this customer inquiring about rejoining our network. They were at that point informed/reminded of the balance that was left over from the former account. While we would entertain negotiating some sort of balance regarding that balance should they decide to move forward with returning to our network, at this time we have no reason to consider that balance as anything other than valid.

Prior to receiving this complaint our customer service department had been in touch with this customer and attempted to clarify certain aspects of our service as relevant to this complaint. During that conversation it was explained that a refund for membership after four months of advertising with...

our service was not warranted, and although further credits in addition to a large amount that had already been applied were offered, they were rejected. Our records also confirm that this customer was actively engaging with the leads that were provided to them and that the customer was able to contact and hold conversations with multiple potential customers.  At this time we have applied additional credit to this account in order to remove the outstanding balance associated with their account, but must stand by our assertion that a refund for membership is not warranted. As a result of these actions there is no further balance owed, there will be no further charges, the account has been cancelled in full per the customer's request, and we considering this matter as closed.

Initial Business Response /* (1000, 5, 2015/07/27) */
We have been in touch with this consumer several times to discuss this complaint, but have found that the contractor they hired for their project was referred through another business. When that contractor reached out to this consumer, he either...

knowingly or mistakenly said that he had been referred by our company. This contractor is not a member of our service, but we have contacted the company that facilitated the initial connection of two parties in the hopes that they will be able to address this consumer's concerns.

We have been in touch with this customer and were able to have a productive conversation regarding their concerns.We were able to clarify certain policies, are working toward adding additional reviews to the customer's profile, discussed adjusting their account settings, and have applied credit to...

their account. At this the customer remains an active and valued member of our service network and we look forward to a successful business relationship.

In reviewing our records, we found that prior to receiving this complaint our customer service department was able to reach and address this consumer regarding their concerns and performed our established Problem Resolution process. After conducting research into the matter and attempting to contact...

the contractor involved, they were unable to mediate an amicable resolution between this consumer and the contractor they had hired. Our efforts in this matter were stifled by lack of communication from the contractor in question, and as the contractor ceased contact with us early in this process, they have been removed from our network and will not be eligible for re-enrollment. We were not provided any documentation by the consumer that detailed their agreement with the contractor, and therefor have at this point referred the consumer to outside resources to pursue any further damages.

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 regarding both the leads generated through our service and the billing there of, but were able to reach an amicable resolution. At this time we have reached a...

settlement with customer, closed their account per their request, and have parted ways on friendly terms.

We have been in touch with this customer and are currently awaiting further communication on how they would like to proceed with their account; we have apologized for any confusion that resulted from our autorenewal policy for membership with our service, a refund has been provided, and we are...

currently discussing the possibility of the customer reactivating their account. At this time we remain optimistic that we will continue to be able to count this customer among our valued network members.

This complainant is a party other than the ones involved in the situation described in this complaint. As this complainant has no association with the concerns at hand, we have not contacted them directly, but we have been in touch with the party who originally brought their concerns to our...

attention. Since receiving this complaint we have made further contact with the latter party, and are at this time awaiting further documentation regarding their dispute in order to continue our investigation and bring an amicable resolution to their concerns.

We have been in touch with this customer and were able to bring about an amicable resolution to their concerns.As a result of discussing our service as a whole, account settings, and they issues they experienced, a settlement was reached in which the customer's account has been closed with no...

further balance owed and were able to part ways on friendly terms.

Initial Business Response /* (1000, 5, 2015/09/04) */
We have made multiple attempts through both phone and email to reach this customer, but have thus far been unsuccessful. We still hope to make contact with this customer to address their concerns.
Complaint Response Date bumped because:...

Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned their call numerous times and can not get an answer at the number that I was asked to call. My last attempt was today, September 16, 2015.
Final Consumer Response /* (2000, 8, 2015/09/17) */
I wanted to let you know that I have spoken with Mr. [redacted] from Home Advisor and he has made everything right, he was very professional and took care of the problem quickly. My company has no complaints with Home Advisor at this time.


Thank you,
[redacted]
Owner
[redacted]
XXX-XXX-XXXX

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Prior to receiving this complaint, our customer service department was able to address this customer's concerns and credit to their account has been applied. When a member of our network is twice billed for a lead from the same consumer, our policy does in fact dictate that the member's account is...

to be credited. We apologize for any frustration that was experienced as a result of this incident, and at this time the customer remains a member of our network.

Complaint: [redacted]
I am rejecting this response because:I was never given a full refund for being lied too
Sincerely,
[redacted]

While we have received return communication from this customer in response to our attempts at reaching them, we have not yet been able to discuss their concerns. At this time we remain confident that we will be able to discuss and resolve this complaint with the customer and will update our response...

once that has occurred.

We would like to assure this consumer that our company had no part in the creation of the [redacted] post referenced in this complaint. In the past we have found that listings such as these are constructed and posted by third party organizations in an attempt to garner traffic and/or lead...

information that are routed through phone numbers or email addresses specifically created to redirect to existing services such as ours. While we regret whatever conclusions this consumer may have drawn regarding our involvement in creating the post, we would like to extend our appreciation for bringing the post to our attention so that we could report it to [redacted] as spam. As a result of our report to [redacted] the listing in question has since been removed.

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]

After reviewing our records, we have confirmed that during the life of this customer's account that not only have multiple jobs been won as a result of our leads, but also that a substantial amount of credit has been provided to their account along the way. Although we feel the balance associated...

with this customer's account is legitimate and valid, as a courtesy we have removed that balance and their account has been closed with nothing further owed.We appreciate this customer bringing their concerns to our attention, wish this customer and their company the best of luck in the future, and we are at this time considering this matter closed.

Our office spoke with this customer yesterday, and we informed them at that time that we would need to conduct further research in regards to their concerns. We were able to do so today, but when we reached back out to them to discuss our findings we were not able to make contact with the customer....

In lieu of prolonging our response to this complaint, we have already processed the settlement the customer was requesting at the onset of this complaint and would hope that such action will bring an amicable resolution to their concerns.

Out of respect for this customer's desire not to be contacted by our company we have not pursued further communication with them at this time, but we do have information to provide regarding their concerns. Professional conduct in all stages of our operations is something that we as a company take...

very seriously, and we would like to assure this customer that the manager and senior management in charge of the sales representatives in question have been made aware of this customer's concerns and have addressed those employees accordingly. We would also like the customer to know that their contact information has been removed from our records and that they will not be receiving any further communication from our offices. We apologize for any inconvenience caused by the situation described in this complaint and wish all the best for the customer and their business moving forward.

This customer's account with our service was terminated due to what we determined to be a violation of our Problem Resolution protocol involving a dispute between their company and a homeowner. Per our terms and conditions, our company retains the right to terminate any account's membership with our...

network at any time at our sole discretion. In this case we have chosen to exercise that right, and due to these circumstances the customer is not entitled or eligible to continue contacting leads that were generated through our service network. As such, we are at this time considering this matter closed.