HomeAdvisor

We have been in touch with this customer and were able to address and resolve their concerns. At this time a refund has been provided as a consideration for the confusion that occurred in regards their lead generation being temporarily turned off, their leads have now been set to remain off until...

otherwise instructed, and we are pleased that the customer has chosen to retain their active memberships and directory listings with our service.

Our office attempted to negotiate a settlement in regards to certain aspects of this complaint with the customer during our first contact with them, but it was rejected in favor of pursuing the allegations we addressed in our prior response. To further reiterate that response, all future communications from this customer will need to be directed to our legal department. The contact information for that department has been provided to this customer, and at this time we consider this matter closed.

While we apologize that this consumer experienced difficulty with a service provider, our response to this complaint must be to defer to our terms and conditions to which all parties using our service are subject to. These terms and conditions clearly outline that ratings and reviews on our site...

are reserved for situations pertaining work quality and other quantitative matters relevant to the actual hiring of a service provider. As the service provider in this situation was never hired, no work was completed, and no money was exchanged, it is not eligible for publication in our directories.

Revdex.com:
Home Advisor has not reached out. I have had several calls from a collection agency with varying amounts Home Advisor is willing to settle their claim. As I have stated before, Home Advisor has not provided the service they implied they would. Repeated calls to Home Advisor have proven useless and a waste of time. I attach my previous correspondence to which Home Advisor has made no response. I opened my  account with Home Advisor on April 22nd, 2016 and asked to cancel on May 11th, 2016 due to no response. I have also attached emails sent to Home Advisor requesting assistance. 
Sincerely,
[redacted]

We have been in touch with this customer regarding their concerns and are currently in the process of ensuring that our service's policies are adequately explained and that our business relationship will be beneficial for both parties as we move forward. At this time we have scheduled a followup...

for a more detailed conversation to outline plans and settings for the customer's account that will be more fitting of their business needs and are pleased to still count them among our valued network members.

Several months ago and prior to this complaint being filed, our customer service department was able to get in touch with this customer after receiving an email through our "Pre-Revdex.com" process. At that time our service was thoroughly explained, a large amount of credit was applied, and this customer...

chose to remain an active member of our network. As we feel that as though the concerns listed in this complaint were adequately addressed and resolved at the time of the previous conversations, we have since processed a refund for the negative balance that remained on their account as a result of the aforementioned credit, have cancelled their account per their request, and are at this time considering this matter closed.

Complaint: [redacted]
I am rejecting this response because: I would not say that we are on friendly terms.  I want people to know that the customer service and sales team was no help in resolving this issue and very unprofessional and uncaring of the situation.  It was only after there was a complaint filed, that I was contacted to resolve this issue to help save their rating online.  I think contractors need to know what they are getting into before it is too late and they are left to deal with the same immaturity and lack of compromise that I had to deal with.  There is no more dealings between myself and this company, so for that I am satisfied. 
Sincerely,
[redacted]

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns. Credit has been applied to their account, their settings adjusted, and we pleased that we are still able to count this customer among our active network members.

After reviewing our records and in speaking with this customer, we were able to determine that there had been multiple instances in which confusion prevailed in regards to explanation of services, our crediting policy, as well as instances of billing. After a productive conversation with the...

customer we were able to reach a settlement agreement, have cancelled their account per their request, and at this time have parted ways on amicable terms.

While we have not been in further contact with this customer since receiving their complaints, upon review of their account we have provided the resolution as requested. We would like to apologize for any confusion regarding the customer's coverage area on their account that lead to this...

complaint, a refund has processed, and the customer can expect to see those funds reflected on their credit card statement within the next 10-15 days. At this time their account has been cancelled in full as requested and there will be no future charges.

Although we have not been in touch with this customer directly, we would like to use this opportunity to inform them that their requested resolution has been provided.We would like to apologize for any frustration that this situation has caused and can at this time assure the customer that the...

listing in question has been removed, their account cancelled per their request, and a refund for the requested amount has been processed.

Initial Business Response /* (1000, 5, 2015/12/10) */
We were able to reach this customer and have addressed their concerns.
We found that there were several aspects of our billing system that contributed to this misunderstanding. While speaking with the customer we were able to clarify why the...

account was charged the way it was and were able to adjust their account in order to prevent similar issues in the future.
We have adjusted the balance that was associated with the customer's account and at this time they remain a member of our network.

Over the life of this customer's multi-year membership with our service, they have filed multiple complaints with the Revdex.com and have made continuous threats of media escalation regarding longstanding company policies that have been exhaustively explained to them. Both the...

employees and management teams of multiple departments have made every effort possible to accommodate this customer's requests, up to and including the application of a substantial amount of credit to their account despite the customer having won an array of jobs as a result of our service. Per our terms and conditions, our company, in its sole discretion, reserves the right to terminate the membership of any customer at any time for any reason. As it has become apparent that our service is not a mutually beneficial fit with this customer's business needs, we have chosen to exercise that right and are firm in our position that no refund is warranted or due to this customer. At this time their account has been cancelled in full with no further balance owed and we are at this time considering this matter closed.

We would like to again extend our appreciation to this consumer for bringing this matter to our attention, especially for providing examples of their concerns that included the numbers being published on these posts. Using the phone numbers associated with the posts provided by this consumer, we were able to identify the publisher responsible for these posts, have sent a sent a cease and desist letter to that party, and have notified our affiliate marketing firms that should they be found doing business with that publisher that it will immediately end any business relationship that they have with our organization. To our knowledge these actions have put an end to the publishing of this sort of third party listing that could be redirected to our site but would still encourage this consumer to notify us should they happen upon such a listing again in the future. Should that occur, we now have a defined course of action in place to rectify the situation.

In speaking with this customer and researching their billing history, we found that the customer's account was enrolled in an aspect of our service that provides an appointment setting feature to their lead generation program, and that because of this, the amount of leads billed to their account was...

greater than the original budget they had set for their account upon joining. After explaining this reason for the discrepancies in the customer's billing, we were able to reach a settlement agreement in regards to the leads billed. At this time we have cancelled their account in full per their request and parted ways on amicable terms.

We have only briefly been in touch with this customer but have scheduled a call to address the concerns listed in this complaint in full on Friday, February 24th. We will be happy to update our response to this complaint once a full resolution has been reached.

We have been in touch with this customer and were able to hold a productive conversation regarding our service terms, the customer's concerns, and a resolution to this complaint. A settlement was reached, and while the customer's account has been cancelled per their request, we look forward to the...

possibility of working with them again in the future.

While there may have been some overlap regarding our collections cycle and/or activity with the agreement that was made with this customer, we would like to assure the customer that their account has been pulled from collections with their account cancelled in full as agreed. At this time there is no further balance owed, and there should not be any further communication from the collections agency regarding any further financial obligations.

Prior to receiving this complaint, our office received an email directly from the customer to which we were able to respond and resolve their concerns. A settlement was reached, their account cancelled per their request, and there is no further balance owed or associated with their previous account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] after speaking with a gentleman  from Home Advisor  we came to a mutual agreement and I am 100% satisfied with the outcome.
Sincerely,
[redacted]