HomeAdvisor

Complaint: [redacted]
I am rejecting this response because: They called me once...

trying to stay with the company and offered $200 credit. I asked to completely remove me from the company's profile and refund me for annual membership. Asked to get a contact from supervisor and only got a call a month after! Terrible, unethical way of doing business ! 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/20) */
We were able to reach this customer and have addressed their concerns.
We discussed our credit system, as well as the guidelines by which lead credits are issued as a part of membership with our service. We have provided credit to this...

customer's account and at this time they remain an active member of our network.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They credited everything I asked for. I am keeping a closer eye on my account and understand their processing now.

We have been in touch with this customer and were able to address and resolve the concerns listed in this complaint. As a result of our conversation, we were able to reach a mutually agreeable resolution and settlement regarding the customer's previous account and at this time we have parted ways on...

friendly terms.

Our records directly refute this customer's claim that they were not contacting the leads that were provided to them, and we can furthermore confirm that the customer was able to land and complete jobs as a result of those leads. We would also like to clarify that per our terms and conditions, the...

leads generated through our service are never sent to more than a maximum of four different service providers.In light of our documentation that includes this customer attesting to an entirely different story than what is represented in this complaint, we are resolute in our stance that the entirety of their outstanding balance is valid, and as such, we are currently considering this matter closed.

Although we were not able to speak with this customer directly, we would like to use this opportunity to inform both the customer and the Revdex.com that the desired resolution has been provided.We would like to apologize for any confusion regarding the lead generation and billing structure thereof that...

comes as a part of a membership with our service, and upon review of this account we discovered that upon realizing our service works differently than originally understood, the customer made a good faith effort to cancel within the allowable time frame for a refund. In light of these circumstances a refund has been already been processed and should be reflected on the customer's credit statement within the next 10-15 business days. We would like to wish this customer and their company all the best moving forward, and we are at this time considering the matter closed.

Upon review of this customer's account we were able to determine that there was in fact some confusion regarding the continuation of their account after the free leads had been applied. Given this situation along with the fact that the customer has previously been a long standing and reputable...

member of our service we have since applied to resolution as requested in this complaint. There is now no further balance associated with their account, there will be no future charges, and the account has been cancelled in full as requested.

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. (With this caveat)I would like to add this comment regarding the following statement from HomeAdvisor: "We can confirm that over the life of this customer's membership with our service that multiple jobs were won as a result of our leads". THIS STATEMENT IS CATEGORICALLY UNTRUE, AND HAS NO BASIS WHATSOEVER IN TRUTH, NOR CAN IT BE SUBSTANTIATED BY FACT! ( I have the records to prove that not one single job was closed from these leads).Having said that, I no longer wish to waste any more of my time with this matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:That is not accurate and is misleading. They will not give me my money back or I would leave them in a second. I agreed there for to shut off the bogus leads and see if the website would generate any leads like they sold me it would. It has been at least 3 weeks and the leads have been turned off and as I thought not one call or anything off the website. I have no faith in this company what so ever and I still feel they generate bogus leads and then bill the contractor. In cases where more than one contractor gets the same lead no one can tell if the lead is real because the contractor can talk to each other to talk about what happened to the lead.
Sincerely,
[redacted]

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]

Since the filing of this complaint our customer service department has been in touch with this customer and were able to address their concerns in regards to the reviews appearing on their profile. During this process our Ratings and Reviews team has made multiple attempts to reach the...

consumers whose information was provided to us by this customer, and since the filing of this complaint we were able to reach several more of them and have added positive reviews from satisfied customers as requested. Per our established process and in order to preserve the integrity of our rating and reviews, we must make direct contact with a homeowner in order to post a Consumer Verified Review that was not facilitated through our service request process. While it is unfortunate that we are at times unable to make contact with homeowners to obtain a review, we are always willing to attempt contact with newer consumers for whom a contractor has completed a more recent job in the pursuit of keeping their reviews current and up to date. At this time the customer remains an active member of our service network and we look forward to fostering a productive business relationship between our two companies.

Since receiving this complaint our customer service department was able to contact this customer and a settlement arrangement was made in regards to the funds in question. Credit was applied to the account, a final payment was made, there is no further balance associated with the account, and...

the customer's membership has been cancelled in full as requested.

Although we have not spoken to this customer directly, we have sent them communication by email to confirm that their requested resolution has been provided. We have apologized for any inconvenience and/or frustration that occurred as a result of this situation but hope that the resolution provided...

will allow us to conclude this matter on amicable terms.

As has been explained to this customer both over the phone and in email, our agreement with our credit card vendors stipulates that all refunds for payments made on a credit card be processed back through that original form of payment. This customer's refund has been issued to their former financial institution, and they will need to check with that company in regards to how their payment will arrive, although it will presumably come as a check from that entity.

We have made multiple attempts to reach this customer and left several messages regarding this complaint, but have not yet been able to discuss this complaint. We remain optimistic that we will be able to touch base and adequately address their concerns.

Prior to receiving this complaint, our customer solutions team attempted to address and aid this consumer in resolving their dispute with a contractor through our established problem resolution process. While a verbal settlement was reached with the customer over the phone and documents were...

provided to the consumer to finalize their agreement, the document was never returned to us with the consumer's signature. As the latter is necessary to proceed with the agreed upon arrangement, we are currently awaiting that documentation, and once received we will be able to move forward with their concerns.  We would also like to note that at this time the contractor in question is no longer a member of our service provider network.

We have made multiple attempts to reach this customer but have not yet been able to contact them regarding their concerns. The direct contact information for the party handling this complaint has been provided in a voicemail and we remain optimistic that we will be able to resolve this complaint on...

amicable terms.

We were able to identify the cause of the excessive charges to this customer's account, have been in touch with them to discuss the situation, and were able to resolve this complaint. At this time the customer's account has been cancelled per their request with no outstanding balance and we have...

parted ways on amicable terms.

Prior to receiving this complaint, we found that our Customer Service Department has already addressed this customer's concerns and that a refund had been provided. We found that there had been a delay in the customer reaching the correct department to discuss their situation, and were able to cover...

our billing cycles and various other details of our service. At this time we have determined that our service was not a good fit for this customer's company and have since ended our professional relationship.

Initial Business Response /* (1000, 5, 2015/12/17) */
We have been in touch with this customer and were able to address their concerns.
We found that it was quite apparent that there had been no activity on the account since February, the date stated by the customer, and that we were notified...

as soon as the renewal fee for our membership was processed. Given the confusion that took place in regards to membership renewal, we have reached a settlement with this customer and have parted ways on friendly terms.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have not yet had the opportunity to speak with this customer as additional research is necessary in order to fully understand their claims. While we categorically reject the idea that all of the leads generated to this customer's account were not valid, we are in the process of conducted an audit...

on the leads provided to them and will be following up with the customer next week.