HomeAdvisor

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

In cases of fraud and/or identity theft, investigative efforts conducted across a multitude of industries show that in nearly all cases, while personal information may have been used, the contact information of the victim is not used as the means of communication between the suspect and the company...

providing the service. As both the email address and phone number of this complainant match the information provided to our company for the account in question and the fact that conversations and actions taken in regards account activity atypical of fraudulent behavior and/or cases of identity theft, we are at this time considering the claim being made in this complaint to be unfounded. Should this complainant wish to pursue and/or support the assertions made in this complaint we would request that they provide to our company a police report along with supporting evidence that their personal information has been compromised. Until that time we will be considering the outstanding balance as valid and this matter as closed.

Initial Business Response /* (1000, 8, 2015/08/13) */
We have been in contact with this homeowner regarding this complaint and have researched the situation, including reviewing documentation provided by the homeowner.

Based on our research we have decided to remove the contractor from our...

network. In addition, to assist the consumer, we have agreed to reimburse the them for the damages caused by the contractor.
Initial Consumer Rebuttal /* (2000, 11, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They stood up to the plate and took responsibility for the action of the contractor. Satisfied with settlement.

Although our records do not support the time of charges presented by this customer, we do have information to provide and would like to state that their resolution as requested has been met.Our system shows that this customer was only ever billed for the leads that were generated were to their...

account prior to cancellation, and while there may have been a delay in these being processed as we only bill once per week, the outstanding balance in question was accrued as a result of charge reversals filed by the customer with their bank. Given this course of events along with short span of time with which this customer was a member of our service, we would like to use this opportunity to inform the customer that we have since removed that balance.At this time there is no further balance owed, there will not be any future charges, and the account has been cancelled in full per the customer's request.

Although we have not been in touch with this customer since receiving their complaint, upon review of their account we found that their requested resolution to his complaint is a reasonable one and has since been provided. We had attempted to contact the customer after receiving an email relating to...

this situation prior to the charges in question occurring, and although we were not able to discuss the customer's concerns with them at that time, those communications confirm that the matter at hand was brought to our attention prior to the accrual of the balance in question. At this time there is no further balance associated with their account, there will be no future charges, and their information has been removed from our collections agency with no negative reports having occurred against their credit.

Due to the nature of this complaint, we have not attempted to reach this consumer but do have information to provide. We found that a homeowner had entered a service request with an incorrect phone number, one that belongs to this consumer, and the calls that were made were attempts to ensure that...

their needs had been fulfilled. At this time we have placed the number in question on our Do Not Call list, and the consumer should not be receiving any further communications from our offices.

Albeit briefly, we were able to reach this customer regarding their concerns. At this time we are awaiting documentation from the customer so that we may further investigate the billing concerns listed in this complaint and will provide updates as the situation warrants.

Prior to receiving this complaint, our office had already been in touch with this customer regarding their concerns through an extensive email exchange that detailed our position regarding the outstanding balance on the customer's account. We have made it clear to this customer that our records...

show that multiple representatives of our company were in contact with them early in the life of their account regarding expectations for leads and billing, that our company set up a webinar to explain our service in detail, and that the customer agreed to our terms and conditions via our VoiceLog system. Furthermore, this customer was actively engaged in calling and setting statuses for the leads that were provided to their account, and were also consistently accepting “Opportunity Leads” which must be manually accepted by the customer in order for their account to be charged. In an effort to maintain a mutually beneficial relationship, our company provided multiple free leads to this customer’s account at the time of several of the aforementioned communications despite never receiving any successful payments from the customer after their initial membership fee was processed. It is for these reasons that we maintain the validity of the balance associated with this customer’s account and are at this time considering this matter closed.

We have been in touch with this customer to discuss their concerns but have not yet been able to bring this complaint to a full resolution. We have extended a tentative settlement offer to the customer, and at this time are awaiting further communication from them on how they would like to proceed.

Initial Business Response /* (1000, 5, 2015/07/16) */
We have contacted this customer and addressed their concerns.
We found that this customer had in fact made a reasonable effort to ensure that their membership was not renewed, but that this desire had not been adequately notated in our...

system. In order to part ways on amicable terms, we have issued a refund for the membership as well as the two leads that were charged as a result.

While we are sorry to hear that this consumer has been the victim of bank fraud and/or identity theft, our company does not hold any authority to reverse, dispute, or compensate the consumer for the criminal actions of a third party. As we have already informed this consumer, their best course of...

action is to consult their local authorities, file a police report, and refer the documentation thereof to their financial institution so that they may be properly compensated.

We have been in touch with this customer to address their concerns and are currently awaiting further information from them regarding how they would like to proceed.We have discussed the root of their concerns, our credit policy regarding leads that are generated through our service, and were able...

to cover several strategies and programs that will maximize the effectiveness of our service. At this time we are optimistic that we will be able to adequately address their needs and will continue to be able to count them among our valued customers.

Initial Business Response /* (1000, 5, 2015/07/22) */
Though our records do not indicate a call volume to this customer being as frequent as suggested in the complaint, we have adhered to their request and added their account to our Do Not Contact list.
Due to the nature of this complaint, we...

did not attempt to contact this customer, but hope that the aforementioned action this will resolve their concerns. If there are further concerns or questions, we will be happy to address them with the Revdex.com or with the customer directly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find their claim that they resolved the issue before they received this claim as false. We did not received any response or resolution to this mater until a week after this complaint was submitted and the credit was not processed until 10/17/2016. We are now happy that the credit was received, but still upset by their customer service department who refused to provide the credit before we submitted this claim. If a business refuses to do anything until their standing with the Revdex.com is threatened then do they still deserve their A rating.... It is a rhetorical question because I know the Revdex.com will never lower a businesses rating when it is deserved considering the company pays you for the BADGE that says A rating on it. 
Sincerely,
[redacted]

Prior to receiving this complaint our customer service department was able to reach this customer and address their concerns. We are constantly working to improve both the quality of our leads as well as the credit system available to members of our network for cases of illegitimate leads, and...

further credit was applied to this customer's account as a result of their conversion with us. At this time we pleased that this longtime member of our network remains an active with our service, and we will continue to strive for the best possible accommodations for both service professionals and homeowners alike.

Although we have not been in touch with this complainant since receiving this complaint we do have information to provide. Although the account in question is under the name of another party, our review of the account revealed that while there had been a lead generated to the account in the...

time since a previous complaint was filed, it was the only charge levied against the account and was billed once a 90 day hold on lead generation had expired. As a courtesy we have credited the balance that resulted from that lead, and per the requests on file from the account holder we were also able to cancel the account now that the balance has been cleared.We would like to apologize for any confusion that came from this situation but can assure this complainant that there will be no future charges, that the account has been cancelled in full, and we are at this time considering the matter closed.

In an effort to resolve this complaint on amicable terms we have provided the customer with their requested resolution.Our review of the account in question found that the customer made a good faith effort to cancel their membership within the allowable time in which to receive a refund, and thus...

that refund has been processed. The customer can expect to see these funds reflected on their credit card statement within the next 10-15 business days. We would like to apologize that our service was not able to provide the amount of leads to this customer that they had expected but wish them and their company all the best moving forward.

Though we have not been in touch with this customer regarding this complaint, we have processed their request to cancel the account in full. We apologize for any frustration that the customer may have experienced during this process, but at this time we can confirm that their membership has been...

terminated with no further communication needed.

Although we have not reached out to this customer since receiving this complaint, we do have information to provide. Our system contains records of three different accounts that are linked together that had been active at different times over the last several years. One of which, an account...

that had an outstanding balance associated as a result of charge reversals filed with a credit card company, had not been under this complainant's name but was affiliated with the others when this complainant called in to pay it's outstanding balance. A further amount associated with one of the accounts has previously been written off as bad debt and was not a negative balance for which the customer could use "to spend," as they claim, with our service.  While we apologize for any unwanted contact this customer has received from our sales department, we would also like to confirm that they have now been placed on our Do Not Call list, and we are at this time considering this matter closed.