HomeAdvisor

As mentioned in our previous response, our office fully executed our established Problem Resolution process in regards to this customer's concerns with a project performed by the contractor in question. While we will always make a concerted effot to mediate an amicable resolution between contractors and homeowners in disputes involving work quality, we do not hold any power, responsibility, or regulatory capacity to guarantee the work performed by a service provider. More on this can be found in our terms and conditions available here: http://www.homeadvisor.com/terms/ After receiving no response from this homeowner in concluding the aforementioned process, the matter was considered closed. Additionally, we would like to reiterate that the contractor in question is no longer a member of our service.

Initial Business Response /* (1000, 5, 2015/10/05) */
We have been in touch with this customer, but have not yet been able to reach a resolution. We will be investigating their concerns internally and will be reaching out again this week to further discuss this complaint.

We have been in touch with this customer and were able to address their concerns. We have apologized for the issues that they experienced regarding the tasks of the leads they were receiving, credit was applied to their account, and a followup call to further discuss their settings was scheduled but...

we were not able to connect to the customer for that call. At this time to prevent further charges, their account has been placed on hold until that call is completed, but we look forward to continuing to work with this customer in the future.

After reviewing our records we were able to determine that while our customer service department had previously addressed this customer's concerns and provided credit to their account, there had been one remaining charge that was not compensated for that resulted in the account being sent to our...

collections process. We have been in touch with the customer to apologize for this transgression, have cleared the balance associated with their account, removed them from any collections proceedings, and have parted ways on friendly terms.

Per this consumer's response, we had been attempting to make contact through a different number on file for their account. Since that response, however, we have been in touch with this consumer and were able to guide them in the proper direction on how to resolve their concerns with the service provider in question. We have scheduled a follow up call with the consumer to pursue our internal review process on the service provider but are otherwise considering this complaint as closed.

Complaint: [redacted]
I am rejecting this response because: This company did not address my concerns.  After I called my bank and forced Home Advisor to refund my money, through a chargeback, they rebilled me that amount, plus 20 dollars and threatened to take me to collections.  They owed me a credit in excess of this refund amount.  When I called, their rep told me they would cancel this rebill amount and send me email confirmation of this credit.  I am still waiting for my email confirmation.
Sincerely,
[redacted]

I am rejecting this response because: the policy was not explained to me in full and all of the representatives tell the policy differently.  I'd honestly like to have my money back and discontinue business with home advisor.   This company has been far less then what I was told by the initial representative "[redacted]".  I was sold on the company because he said the would always Be direct point of contact.   I believe this is a practice of the company because the reviews of the company have all expressed my same complaints.  This is probably the reason when you call, they say this "May" be on a recorded line. That is just a way to make people think it's recorded and that they monitor their employees.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
We have been in contact with this customer are currently investigating the details of their complaint.
At this time, we are awaiting documentation that the customer has put together regarding their account. Once we receive this...

documentation, we will be able to take a more informed look at the circumstances and will follow up with the customer to reach an amicable solution.

We made several attempts to reach this customer but have not been successful in that pursuit. However, we did find that this customer had made a reasonable effort to ensure that his account had been cancelled prior to his account's renewal, and therefor have amended the outstanding balance on the...

account. At this time the customer's account with has has been fully cancelled with no remaining balance.

Due to the nature of this complaint we have not reached out to this consumer, but instead have made sure that they will not be contacted any further by our company by adding them to our "Do Not Call" list. While we were not able to locate any call recordings confirming that narrative described in...

this complaint, we would like to make it known that should the consumer be amenable to providing us the emails that they mention that contain any unprofessional language then we would be very interested in receiving them for further review, and if necessary, internal action. We would also like to clarify the fact that social security numbers are required to be provided as a part of the background screening that must be completed prior to becoming a member of our network. That information is never shared with any other party, is not viewable by any employee of our company once entered in to our system, and is stored in a secure network.

Complaint: [redacted]
I am rejecting this response because:I am not sure at what point in my conversation you didn't understand that I wanted a full refund. I stopped trying to argue with your sales people since they were totally disregarding the fact that I insist my money be returned in full for a membership I DO NOT wish to use, due to the fact that your company mislead me about how it worked, how the leads worked, and how It would be worth it for me to use HomeAdvisor. THE ONLY refund I received was for a lead that I did not ask for!!! So, YES I deserve a refund. I do not accept this as solving the issue. Once you REFUND ME IN FULL FOR THE WHOLE YEAR OF MEMBERSHIP I PAID FOR ... OVER $300 Is the only way to resolve the issue. It is not my fault your company mislead my interpretation of how my membership would work. Please own up to your mistake and refund the money for my membership. I want to cancel and expect a full refund.
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.
Home Advisor has contacted me we have agreed on settlement. I wish to withdraw complaint.  thank you [redacted]
Sincerely,
[redacted]

We have been in touch with this customer and were able to explain the policies that resulted in this complaint being filed. We were able to reach an agreement with this customer regarding compensation for the lead/credits in question and at this time are pleased to have the customer as an active...

member of our network.

As mentioned by the customer in this complaint, prior to their filing with the Revdex.com our customer service department had been in touch with this customer and were able to address their concerns.The requested refund has already been processed on our end, and further updates on the arrival of the funds...

will need to come through the customer's credit card company. We have apologized for any frustration that may have stemmed from this situation, the sales process used in the customer's enrollment is currently under review, and the account in question has since been cancelled per the customer's request.

Prior to receiving this complaint, one of our customer service representatives was able to make contact with this customer and resolve their concerns. We found that there had in fact been a misunderstanding regarding our billing plans and were able to amend the customer's outstanding balance. At...

this time we have parted ways with the customer on amicable terms.

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 just received the call and was assure to correct the issue. thank you for your help and to them for taking care of my issue 
Sincerely,
[redacted]

This complaint is in regards to an ongoing dispute between this customer and a homeowner for whom the customer performed a service, and more specifically, a review that has been posted to the customer's profile by that homeowner.As stated by the customer in this complaint, multiple employees of our...

company including members of our management team have explained to them that per our terms and conditions in regards to the integrity of our ratings and reviews, the opinion and/or experience of the homeowner in question is theirs to share. Our service is under no obligation to amend the review as it is currently written, and as this has been fully explained to the customer, we are considering this matter closed.

We have been in touch with this customer and were able to hold a productive conversation regarding our service, their account, and the circumstances that lead to this complaint. A settlement was reached, we have closed their account per their request, and at this time have parted ways on friendly...

terms.

Although this complainant is a party other than the account holder with our company, we were able to reach the account holder and have resolved their concerns. A settlement was reached, a refund was provided, and at this time their account has been cancelled in full per their request.

We have been in touch with this customer and are currently in the process of restarting their account with settings that are more congruent to that of their business needs. There were several aspects of our service that may have not been adequately explained to this customer during the sales...

process, and so we have been working to modify certain services, add others, and remove certain programs from their membership plan. At this time we have reached a tentative settlement with the customer and should be reinstating their account with their approved changes in the very near future.