HomeAdvisor

Complaint: [redacted]
I am rejecting this response because:  As stated I paid a $385 yearly fee for there services. I didn't receive any services that were real I was only receiving there fake leads for a few months and then demanded that the bogus membership be terminated.
Sincerely,
[redacted]

We have been in touch with this customer and were able to address and resolve their concerns. We discussed multiple aspects of our leads, billing, and our service overall, and have apologized for any frustrations that occurred which lead to this complaint. At this time credit has been applied to...

their account and we are pleased that the customer remains an active and valued member of our service.

We have been in touch with this customer, were able to address and resolve their concerns, and at this time we can confirm that their account has been closed with no further balance owed and that no collections activity was pursued.

Prior to receiving this complaint we had exchanged multiple emails with this customer regarding the concerns listed in this complaint as well as their desire to be placed on our Do Not Contact list. The latter has been addressed, a refund has been provided, and the customer will not be receiving any...

further communications from our company as requested.

Our records indicate that our customer service department was able to address and resolve this customer's concerns prior to receiving this complaint. At this time the requested refund has been issued to the customer's form of payment on file, and should it not already be reflected on their credit...

card statement already it should be appear very soon.

We have been in touch with this customer and were able to resolve their concerns. We found that there had been confusion regarding the control of the leads generated to their account, specifically in relation to quantity over periods where the leads were turned on after extended periods of having...

their leads on hold. As a result we were able to amend the outstanding balance on the account, cancel the account per their request, and have parted ways on friendly terms.

We have been in touch with this customer regarding their concerns and were able to bring this complaint to an amicable resolution. In speaking with the customer and reviewing our records, we were able to determine that there were several issues that lead to the customer voicing their concerns in a...

short amount of time with our company, chief among them being misunderstandings regarding our billing and credit policies for the lead generation aspect of their membership. As a result, we were able to amend the balance that was associated with their account, have cancelled their membership per their request, and parted ways on friendly terms.

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 this situation is being reviewed and addressed by our management team.

In reviewing our records and speaking with this customer, we were able to determine that there had been some confusion regarding the timing that leads would begin generating to the customer's account. This lead to concerns surrounding billing which we were both able to discuss and resolve. At this...

time a settlement has been reached, the customer's account has been cancelled per their request, and we have since parted ways on friendly terms.

While we once again extend our sympathy that this consumer has been the victim of bank fraud and/or identity theft, we must reiterate that our company does not hold any authority to reverse, dispute, or compensate any consumer for the criminal actions of a third party. As stated in our original response, we have advised this customer that they will need to address this concern with their financial institution as that is the entity that holds the authority to pursue the aforementioned actions.

In speaking with this customer and reviewing our records, we were able to determine that there had been some confusion regarding having this customer's leads turned off for and extended period of time versus cancelling the account in full. As a result of this confusion, the customer's lead...

generation resumed along with the related charges after a three month period of inactivity. We found that the customer was diligent in contacting us regarding this concern as soon as they were aware of it, and we have since reached a settlement for the resulting charges. At this time the customer's account has been cancelled per their request and we have parted ways on amicable terms.

Complaint: [redacted]
I am rejecting this response because: I have not been able to get ahold of the home advisor representative as of yet to resolve this issue.
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 Call list and at this time would like to assure them that...

they will receive no further contact from our service.

Initial Business Response /* (1000, 5, 2015/07/16) */
After investigating this matter, we did not find any reason that their review should not have been posted in when we first received it. We do not show preference to any party, neither contractor or homeowner, when processing the ratings and...

reviews that we receive. We found that this review was not processed correctly on our end, and have thus corrected that mistake.
At this time, the review this homeowner provided us about their contractor appears on that contractor's profile page. Though we have not been able to speak with this homeowner directly, we have sent an email confirming this development.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Home Advisors published my contractor review which is all that I was asking

We have been in touch with this customer and were able to address their concerns.Our customer service department was able to reach a settlement regarding the balance associated with the account, and at this time we are awaiting contact from the customer to provide a new form of payment to bring the...

account to a full resolution.

Initial Business Response /* (1000, 5, 2015/09/08) */
We are currently investigating the issues named in this complaint, and have also made attempts to contact the contractor involved. At this time we are seeking all relevant receipts and police reports regarding this matter and will provide...

further updates as events warrant.
Initial Consumer Rebuttal /* (4200, 12, 2015/10/21) */
This case needs to be re-opened. I sent all the information they wanted to [redacted] on September 14, 2015 and never heard back from him. I emailed and called him multiple times and he never got back to me.
Final Business Response /* (4000, 14, 2015/11/17) */
We have had multiple representatives explain to this customer that we will not be able to further assist them in their dispute with the contractor in question.
The only documentation we have received was several pictures of a kitchen without appliances and a police report in which the reporting officer casts doubts on the story itself, as well as the accusation of theft on the part of the contractor. We have also made repeated attempts to reach the contractor to no avail. We can provide this documentation if necessary.
As we have no evidence that is substantive enough to warrant a payout from our company, at this time we would recommend that this homeowner pursue the contractor in small claims court or some other third party avenue.
Complaint Response Date bumped because: Holiday

Prior to receiving this complaint our customer service was able to review the situation and has since provided the requested resolution. At this time a full refund is being processed, there will be no future charges, and the account has been canceled in full.  We would like to...

apologize for any frustration that this customer experienced as a result of these circumstances and will be further investigating this situation on an internal level.

We have been in touch with this customer and were able to successfully address their concerns. We found that there were fundamental misunderstandings in regards to how our service is billed, as well as concerns regarding control over the amount this customer would spend as a member of our service....

In order to bring this complaint to an amicable resolution, we have amended the customer's outstanding balance and have cancelled their account in full.

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]

In speaking with this customer and reviewing our records, we were able to determine that there had been some confusion during the sales process that lead to issues with our billing platform very early on in the customer's membership with our service. After holding a productive conversation regarding...

their concerns and the events that lead to this complaint we were able to reach a resolution with the customer, have processed a refund, and at this time the customer's has account has been cancelled in full per their request.