HomeAdvisor

We were able to reach this customer and bring their concerns to an amicable resolution. In speaking with the customer and reviewing our records, we were able to determine that there had been some issues surrounding lead generation control during a period of time in which the customer was attempting...

to cancel their account. Although credit was issued to the account, their cancellation then occurred with a negative balance. As a result, we have issued a refund for the amount in question, and at this time we have parted ways with the customer on friendly terms.

We have been in touch with this customer and were able to address and resolve their concerns.At this time a settlement has been reached, the outstanding balance associated with the customer's account has been amended, and their account has been cancelled as requested. We have apologized for any...

frustration that may have occurred as a result of this situation and wish the customer all the best moving forward.

Per our original response the listing in question had already been pulled from our directories, and due to a lack of communication from the owner of the account in regards to this situation their account has been since been cancelled in full. As such, we are considering this matter closed.

In speaking with this customer and reviewing their account, we were quickly able to determine that there had been some confusion regarding the billing structure of our service, particularly in regards to our lead generation. We have apologized to the customer for any frustration that this situation...

may have caused, a settlement was reached, and we have since parted ways with the customer on friendly terms.

As we stated in our previous response, this customer's account has already been closed with no further balance owed, has long since been pulled from collections, and the customer incurred no negative marks on their credit. As there is at this time nothing further to address regarding this complaint, we are considering the matter closed.

Our customer service department has been in touch with this consumer and has explained our policies as related to the Customer Rewards Program in question. Since that time a rewards check has been processed, and if it has not already arrived should be delivered shortly.

Prior to receiving this complaint, one of our customer service representatives had already reached this customer and addressed their concerns.There seems to have been a misunderstanding regarding our annual membership fee in that the customer was under the impression that it was for a background...

check as opposed to enrollment in our lead buying program. Leads were sent to this customer per our normal membership plan, but when we were made aware of the confusion, the leads were credited but the membership fee itself had not been addressed. As a result, we agreed to amend the outstanding balance and have since parted ways on amicable terms.

We have not yet been able to establish contact with this consumer but do have information to provide. Per our terms and conditions, the background checks that our company performs prior to allowing a company to advertise with us includes licensing at a state level. We do not make any guarantees...

regarding registration at a local level, nor do we have any capacity to act as a regulatory agency regarding the quality of work performed or requisite permits being filed once the consumer has entered a contract with their service provider. At this time we must advise the consumer that should they have an ongoing concern related to the job that was performed by the contractor they hired, their best course of action will be to pursue to contractor directly through an outside resource such as small claims court.

Initial Business Response /* (1000, 5, 2015/10/28) */
While we were able to reach this customer and did have a conversation with them regarding their concerns, we were not able to reach a resolution.
The customer informed us almost immediately that if we did not concede to their demands in...

their entirety on the spot that they would consider the call a waste of time and end the conversation. While we are willing to discuss credits and/or refunds for certain charges that might fall within our guidelines for those actions, we maintain the validity of the the charges associated with their account, and therefor were unable to comply with that request.
Though we requested time to further investigate their situation internally and reconnect with the customer afterwards, that offer was declined, and we were informed the customer would be out of the country this week and not able to communicate. We do still hope to make contact with this customer upon their return and continue working towards an amicable resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've explained to this business that my time is far more valuable to me than any amount of money that could ever be refunded. The fact that I have to continue to defend my requests for a refund and invest time in something so simple is ridiculous! I've been patient. A full refund of all fees paid to Homeadvisor should not be too much to ask. When I have a dis-satisfied customer I make it a point to resolve their issue in the fastest most convenient way possible and I simply ask the customer what it will take for them to be satisfied. Then I apologize and do exactly what the customer asked for provided it's doable. A full financial refund still leaves me out 40 hours of my time. How is this so difficult?

I am not rejecting the settlement nor this statement but I want the truth told in that I did not have problems reaching the correct department..The truth is, I had reached the correct department, Home Advisor had admitted to negilgence on their part but were extremely slow in getting the refund done..It actually took over 60 days to do a credit card refund, which is why I was forced to file the complaint..Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We were able to reach this customer and have addressed their concerns. We found that the customer had in fact made a reasonable effort to cancel his account prior to being billed for a membership renewal in our system. In light of this, we were able to amend their outstanding balance that resulted...

from the credit dispute, no collections activities were pursued, and we have cancelled their account in full. At this time we have parted ways with the customer on amicable terms.

We would like to assure this consumer that their contact information has not been passed on, through, or sold by our company in any capacity since they submitted a service request in on our website in 2015. The consumer's information was placed in our "Do Not Call" list per their request more than a...

year ago, and since that time our records show/prove that we have had no involvement or engagement with them or their information whatsoever until their call to us regarding the concerns in this complaint. During this call, the consumer provided us with the number that made the unwanted call to them and we found that it was not associated with any known member of our network.While we regret that this customer is being solicited by service providers that may be using our company's name in an unauthorized manner, the customer are free to use this written response as evidence and/or reassurance that our company is not involved.

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 are also currently investigating the allegations as to the conduct of our representative and will be pursuing...

disciplinary action as deemed necessary by the results of that investigation.  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.

Per our previous response, this customer agreed to the settlement as offered by our company during our last contact. A refund was provided for the amount discussed and we consider 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.
I appreciate [redacted]'s response and willingness to communicate by email. The situation has been resolved to my satisfaction. Because of [redacted]'s actions, I will leave the possibility of doing business with HomeAdvisor in the future a possibility.
Sincerely,
[redacted]

Upon investigating the allegations made in this complaint we were able to confirm their validity and have taken a proper course of action. At this time the contractor in question has been removed from our network and we are making further inquiries as to how and/or why the charges were not included...

on our initial background screening results.

We have made multiple attempts to reach this customer but have not yer been able to contact them in order to discuss their concerns. The direct contact information of the party handling this complaint has been provided to them in multiple voicemails, and still we look forward to the opportunity of...

bringing this situation to an amicable resolution.

Initial Business Response /* (1000, 5, 2015/06/22) */
We were able to contact this customer and discuss their concerns.
Prior to calling this customer, our investigation into the matter revealed that there were in fact numerous irregularities involved in this account. It seems that these...

irregularities, involving both coverage area and task selection, could be traced back to a sales rep that is no longer with our company. In order to show good faith and part ways on amicable terms, we have issued a full refund to this customer.
Initial Consumer Rebuttal /* (2000, 6, 2015/06/23) */
From: H2 Construction (mailto:[redacted]@live.com)
Sent: Thursday, June 18, XXXX X:XX PM
To: [redacted]
Subject: FW: Confirmation from HomeAdvisor
[redacted],
I would like to report that I have been contacted by Home Advisor concerning my complaint. Along with their apologies, they have cleared my account. I appreciated having the opportunity to be heard in this matter.
Thank you for your help.
Sincerely, [redacted]
H2 Construction, LLC
702 W Walnut
Waverly, MO XXXXX
[redacted]@live.com
PH: XXX-XXX-XXXX
F: XXX-XXX-XXXX
[redacted] & [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted]. I was refunded the amount paid for the initial membership.
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/10/09) */
After speaking with this customer, we confirmed that there was in fact an error made in regards to the coverage area associated with their account which effected their lead flow and volume. In order to part ways on friendly terms, we have...

provided a full refund.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/13) */
Home Advisor called and refunded more than we were requesting. It was ultimately handled well and we are happy with their decision.