HomeAdvisor

Due to the nature of this complaint we have not been in touch with this consumer, but would like to apologize for any unwanted contact that they have received from our company.We have honored the consumer's request to be placed on our Do Not Contact list and would like to assure them that they will...

not receive any further contact.

Our customer service department has been in touch with this customer on multiple occasions in the pursuit of fully addressing their concerns regarding our refund process and procedures. Although we have not made further attempts to contact them since this complaint was filed, we do have information...

to provide. As this customer had initially cancelled their service within the allowable time frame to receive a refund, a refund was provided at their request. Unbeknownst to our company, however, the customer also filed a charge reversal with their financial institution that resulted in the customer receiving their funds back twice over. This in turn resulted in an outstanding balance, and although the customer has insisted that their charge dispute was reversed, our Accounts Receivable department has received no such communication from the customer's financial institution to confirm that this is the case. Given these circumstances, until the balance in question is paid or the dispute is reversed by the customer's financial institution, we must consider the outstanding balance associated with their former account as valid and we are otherwise considering this matter closed.

Prior to receiving this complaint, our records indicate that a manager in our Customer Service Department was able to resolve this customer's concerns. We have left a message with this customer to confirm that their concerns were adequately addressed, and should we receive further communications...

regarding this matter we will update this complaint with any relevant details.

Complaint: [redacted]
I am rejecting this response because:  I am working with Home Advisor and [redacted] to resolve the issue, it has not been completed yet.
Sincerely,
[redacted]

We were able to reach this customer and had a productive conversation regarding their concerns, their account, and how we will be able to better serve their business needs moving forward. At this time the customer remains an active member of our network, we have scheduled a followup call to readjust their account settings, billing structure, and to gather information for additional ratings and reviews to their profile, and we look forward to a successful relationship with the customer moving forward.

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]

Due to the nature of this complaint we have not been in touch with this consumer, but would like to apologize for any unwanted contact that they have received from our company.We have honored the consumer's request to be placed on our Do Not Contact list and would like to assure them that they will...

not receive any further contact regarding our service. We would also like to note that we hold our sales representatives to a higher level of professionalism than what has been described in this complaint and that the correspondence this customer received via email is being addressed with our management team.

Initial Business Response /* (1000, 5, 2015/08/03) */
We were able to contact this customer and address their concerns.
We have found that there may have been some miscommunications during both the sales process for this account, as well once they became a member. Included in the confusion was...

credits that we formally gave to our customer for referring other customers. In order to part ways on amicable terms and take care of a customer that is still with us, we have issued both the customer in this complaint and the company that referred them the credits that they should have received, as well as refunded this customer entirely and cancelled their membership.

While we were able to reach this customer in an attempt to discuss this complaint, they informed us that they did not wish to discuss their concerns and did not want to be contacted any further. While we did make it clear that we would continue to be willing to discuss their concerns and work with...

them regarding the charges on their account, at this time we have placed their account on our "Do Not Call" list and removed them from our network per their request.

Prior to receiving this complaint, our customer service department had been in contact with this customer and explained our position regarding the balance currently associated with their account. Our records, available upon request, confirm that not only has this customer engaged with and...

contacted the vast majority of the leads that have been sent to their account, but that multiple jobs have been won as a result of their membership with our service. Furthermore, our company has not received any payments for these leads, and to date the only payment made was for the customer's annual membership. In light of these facts, we are firm in our position that the entirety of the customer's outstanding balance is valid 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 12801530, and find that this resolution is satisfactory to me.
Sincerely,
Mikhail [redacted]

Complaint: [redacted]
I am rejecting this response because:putting the account on hold does not get my address off your national advertising on the internet, or the maps directing customers to my home.  You have done NOTHING.  The situation is still the same. He is not going to respond to you thinking the matter will be dropped.  You have dropped it for over a year.  Exactly what are my rights while you falsely advertise my address and put me, my home and my property at risk? The woman he is living with has stalking and assault charges.  If she ever looks it up, she will head directly to my home.  What will be your defense then? I will pay the price as I have paid for almost a year and a half while you cover for a felon.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/05) */
We would like to assure this consumer that our company requires proof of a state license from every contractor in our network that performs any type of task that requires one. That is to say that while a company might categorize themselves as a...

"general contractor" within our network, they will be required to provide the proper state license in order to receive leads for tasks such as plumbing or electrical work. ALL tasks that require a state license to perform are screened and checked prior to a contractor joining our network, as well as if the contractor chooses to add that task to their profile after they join.
Further information regarding this policy can be found at the bottom of our homepage under "Terms and Conditions."
Complaint Response Date bumped because: Data Base Migration
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reply does not address the specific areas of concern I noted in my original request and I want to know if they are included in the "matching" process and/or monitored in any way, shape or form?
Exactly what designated field area(s) on their website is this "match" made
to fulfill their policy on the designations
general contractor, plumbing, electrical
In which they:
"categorize"
"task"
Also, by not disclosing the Applicant and the date(s) of verification the consumer has no way of verifying Home Advisor's claims to have ever done so?

Given the information provided by this customer along with our own investigation, we have at this time removed the customer's information from the collections agency. While we will continue to review, the matter is now entirely an internal one, and no action has or will be taken against this customer's credit rating.

We have been in contact with this customer and were able to address their concerns as listed in this complaint. We have apologized for any confusion and/or frustration that resulted from our autorenewal policy, a refund was provided, and their account has been cancelled in full per their request.

Although we were not able to reach this customer by phone, we have left a message informing of them that we have fulfilled their request for resolution in this complaint. We found that the customer did in fact make a good faith effort in taking the proper steps within the allowed time frame to...

receive a refund, and at this time that refund is being processed. We have also provided the best contact information for the party handling this complaint should they have any further questions or concerns.

Prior to receiving this complaint, our customer service department was able to contact this customer, apologize for any confusion regarding our renewal policy, and have issued a refund as requested. At this time their account has been cancelled per their request.

Initial Business Response /* (1000, 5, 2015/06/22) */
We have had two brief conversations with this customer regarding their account and concerns.
Though we were attempting to reach an amicable resolution on an internal level, this customer explained to us that they had disputed the charges...

relating to their account through their bank. At this time, we have yet to receive confirmation of this action from the customer's bank, so at this point we will wait to receive such communication before moving forward.
Regardless of what communications we may receive from this customer's bank, we feel as though we have upheld our end of the professional relationship given that this customer received several appointments for estimates and has also won at least one job through our leads. We will continue to monitor this situation and provide updates as events warrant.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't except the response because the company is still stealing money from people. I did get one lead but 386.86 is what they took for the lead. Like I said before they charge for leads that don't answer or have voicemail setup. They also stole the money from my account which was not authorized. By doing that my account was negative and [redacted] tell lies to get a sell. I will also go further on this and I have other people as well willing to talk about this scam. Close to 800 complaints aren't for nothing. I want the money for suffering and putting my account in a negative
Final Business Response /* (4000, 14, 2015/09/09) */
We have not had any further communication with this customer regarding their complaint as the last time we spoke we were informed that they had received charges back from their bank and considered the matter closed.

Initial Business Response /* (1000, 5, 2015/09/29) */
We have been in touch with this customer were successfully able to address their concerns.
We explained and clarified several aspects of both our billing and credit processes, as well as cleared up the parameters by which our terms and...

conditions define a valid lead. In order to move forward, we have agreed to a partial refund. At this time the customer remains a member of our service.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I disagree with some of the parameters of their qualified leads, at least now I know what those parameters are and am willing to give them another chance.

When this complaint was received our customer service department was already working to address and resolve this concern. Since that time a refund has been provided and the account closed as requested.