HomeAdvisor

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Yes I did receive a refund of payment almost a week after filing this complaint it took over 3 1/2 weeks and each time I called I was lied to. Such as it will be refunded 7-10 days then up to 14 then don't know then they are backed up on refunds so at least 3 weeks. What is more important to me than anything is receiving a apology for being Lied to by the salesman in the boiler room in New York, lied to by managers over and over. I FEEL a official apology for the lies. This is more important to me than the money. I am waiting for a official apology for the misconduct of their employees.

We have explained to this customer on multiple occasions that so long as they still have an active account with the same financial institution, their funds will be automatically transferred to their new account as opposed to the account that has been closed. We have also explained that this process can take up to 10-15 business days to be processed, and that at this time their funds are on their way.

We have made multiple attempts to reach this customer regarding their concerns but have not been successful in that pursuit. While we are still willing to address and work toward resolving this complaint, at this time we must consider the matter closed until return communications are received...

from the customer.

Initial Business Response /* (1000, 5, 2015/11/25) */
We were able to reach this customer and have addressed their concerns.
There seems to have been a misunderstanding with the sales representative that signed this customer up with our service in regards to payment options. Due to the...

misunderstanding, we have reached a settlement with the customer and have removed them from our collections process.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They gave me my money back and called off collection agency

Both prior to and since receiving this complaint our customer service department has been in touch with this customer and attempted to resolve their concerns. Our records document that there was extensive account activity on the part of the customer, that detailed explanations of the nature of...

our service and billing structure was provided to the customer by multiple tenured members of our team, that a significant amount of credit was applied to the customer's account over the life of their membership, and that the account in question has since been cancelled in full with no further balance owed. Given these circumstances we do not find the demand for a refund to be warranted or supported and at this time we are considering the matter closed.

We would like to assure this consumer that our service does not in anyway use their company name in our ad words campaign, but rather specific tasks and geographical locations under which the listing in question appeared in our directory. As a previous customer, the listing in question contained...

previous ratings, reviews, their direct business number, and was reactivated due to the fact that their account had been "recycled" to explore the possibility of their re-enrollment. At this time we can confirm that the listing is in the process of being removed and will not further interfere with any of the customer's SEO results.

We would like to apologize for the unwanted contact from service providers that this consumer has received and to assure them that the issue has been addressed and resolved.We've found that a homeowner in our system had previously provided the incorrect number on their profile with our service quite...

some time ago, but recently submitted two additional service requests after logging in again with their email. We have removed this consumer's number from that profile, provided credit to the contractor's who were matched to this request, and are at this time considering the matter as resolved.

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]

Prior to receiving this complaint, our customer service department was able to resolve the concerns as listed in this complaint. The charges in question had been made as a result of updates to our subscription model, something that had been addressed in an email that was sent to all account holders...

whose membership was affected by the change. We have apologized for the misunderstanding in this situation, have amended the customer's billing structure, and at this time we are pleased that the customer remains a valued member of our network.

I am rejecting this response because, I don't want my business name associated with this"business's" website or it's flawed and frankly repulsive practices! I truly believe that what I requested for (as a result of there practices) was unfair or excessive. I have taken further action with my congressman and will continue to make my opinions of this "business" know via social media and word of mouth. I no longer expect this issue to have my desired end result.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The Home Advisor Company is ignoring the fact that THEY billed me incorrectly. I never had any dealings w them nor have I even heard of them prior to them billing me. They had no right to charge me and they need to credit me for unauthorized charges. They are claiming I am a victim of fraud. They are the ones who fraudulently charged my bank account for a service I did not receive. I will not let them take advantage of this wrongful charge and will continue my claim until I am credited. 
Sincerely,
[redacted]

We made an attempt to reach out to this customer but were not successful in discussing their concerns. Our call was made to the same telephone number listed on both this complaint as well as our internal records, but once our representative identified themselves as responding to this complaint...

they were informed by the party that answered that they had reached the wrong number. Should this customer still wish to discuss their concerns with us we will be more than happy to address them, but would also like to note that the customer's records indicate that all leads provided to their account were called and contact was made on many occasions. Additionally there was at least one job was won as a result of these leads, the customer agreed to our terms and conditions via our "VoiceLog" system that outlines our service's billing structure, and at this time we consider the outstanding balance to be valid.

Our customer service department was able to reach this customer and resolve their concerns prior to our office receiving this complaint. At that time a settlement was reached and the customer's account was cancelled per their request.

Complaint: [redacted]
I am rejecting this response because: They are liars and cheats. They did call to try to do an orientation, at that time we could not give the time to do the call so we told them we would just like to cancel the account. They never cancelled us and kept billing us. We did talk to them after they billed us over 700 dollars for a 3 week period of leads they had sent, 80% of which were out of our service area. At that time we agreed to pay for the leads we replied to a bit over 200 dollars, they rejected that and have kept billing us. We tried to be fair and pay but they are insistent on more then they deserve so now we will pay nothing. They did not try to reach us, in fact, they referred our account to a collection agency who called us and we referred him to our attorney.
Sincerely,
[redacted]

In speaking with this customer and reviewing our records, we found that the customer had in fact attempted to cancel their account within the allowed period of time for a refund, but that there had been a delay in reaching the correct department. As such, we have refunded the customer's membership...

and have parted ways on friendly terms.

Upon receiving this complaint and reviewing the customer's account, it was immediately apparent that prior to the complaint being filed our refund process was initiated but never completed. That process has since been completed, the refund has been processed, and the account has been cancelled in...

full per the customer's request.

Prior to receiving this complaint, our customer service department was able to reach this customer and address their concerns. At this time a refund has been issued to the customer for the charge in question and their membership has been cancelled per their request.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Prior to receiving this complaint, our customer service department has been in touch with this customer and was able to resolve their concerns. We at that time apologized for any confusion regarding our autorenewal policy, a settlement was reached, and their account has since been cancelled in full...

per the customer's request.

We have been in touch with this customer and were able to resolve their concerns as listed in this complaint. In speaking with this customer and reviewing our records, we were able to confirm that there had been some confusion in regards to the date that the customer would begin receiving leads....

Because this customer was out of the country following their enrollment into our service, we determined that they had been both unaware of and unable to respond to the leads that were being provided to their account. As a result, we were able to amend the balance that had been associated with the customer's account and have cancelled it in full per the customer's request. While at this time we have parted ways on amicable terms, we remain hopeful that we may have the opportunity to work with the customer again in the future.