HomeAdvisor

Our office did receive the emails mentioned in this complaint and we were able to have an exchange with this consumer regarding their concerns around the same time this complaint was filed. After consulting with our tech department, we were able to determine that several newly hired sales...

representatives had been mistakenly assigned an extension that unfortunately matched the number for this complainants office, a third party and unaffiliated company. Upon receiving communication from this complainant detailing their situation, we were able to correct that issue and reassign our representatives a proper, internal extension and phone number. We apologize for any inconvenience that this error caused.

Prior to receiving this complaint our customer service department was able to address and resolve the concerns as listed in this complaint. We have apologized for any frustration that resulted from our autorenewal process, a settlement was reached, and the customer's account has been cancelled per...

their request.

We have been in touch with this customer and were able to address their concerns. We found that the customer had made an attempt to cancel our service very early into the life of their account, and that our Customer Service department had addressed several of their concerns at that time. Given the...

offer that was made to this customer at that time, as well as their diligence in bringing their concerns to our attention, we were able to amend the balance associated with this customer's account and have parted ways on amicable terms.

Initial Business Response /* (1000, 5, 2015/07/24) */
Prior to our office receiving this complaint on 7/24/2015, we had already wiped the balance associated with this customers account, cancelled the account in full, and marked their information as "do not call."
We hope that these actions...

fully resolve this customer's concerns, but will be happy to address any other issues or questions that they may have.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told this before..and yet we received another letter threatening collection agency..we wantto make sure we do not get anymore letters threatening collection agencies
Final Business Response /* (4000, 9, 2015/08/06) */
We have wiped this customer's balance, and there has been no outstanding amount due since this issue was resolved on 7/23/15. We apologize if between then and now that a letter was erroneously sent by our automated system, but can assure this customer that they will not receive any further communications regarding collections.

We have not yet been able to reach this customer to discuss their concerns but have left multiple messages that include the contact information of the party handling this complaint. We remain optimistic that we will be able to resolve this customer's concerns and will update our response at that...

time.

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]

Initial Business Response /* (1000, 5, 2015/08/25) */
We have been in touch with this customer and have addressed their concerns.
We determined that there was some confusion surrounding the exact cancellation date of this customer's account. Although we felt the charges in question were valid,...

we agreed to pull this customer's account from collections and wipe their balance. At this time, we have parted ways with the customer on friendly terms.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with homeadvisor and we determined the charges I accrued were a mistake and therefor we had worked out an agreement. Homeadvisor agreed to pull the account from collections and wiped out the balance.

We have been in touch with this customer and were able to address their concerns.
We found that there was in fact an error that occurred in regards to their billing. We were able to correct that error and at this time the customer remains a member of our network.

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]

Complaint: [redacted]
I am rejecting this response because:  my money was finally returned to me. However, it was not until I filed with Revdex.com that this was done. It took  many phone calls and hours to get this done. Have also not resolved the issue with [redacted].  
Sincerely,
[redacted]

We have again been in touch with this customer and have done all that we can do in regards to their complaint. Over the life of their account, we have gone above and beyond our normal credit policy as a courtesy to this customer and have provided credit for over 60% of the leads that they were sent. We reminded this customer that as a form of advertising, we cannot guarantee contact with every lead they receive, thus the reasoning behind our credit system. The customer also stated that they have seen a positive Return on Investment as a result of membership with our service, but that the return was not high enough for their liking. Despite the fact that this customer stated that they will not inform the Revdex.com that their complaint was resolved, we have already credited for the amount requested in the complaint. At this time we have cancelled their account in full and consider the matter closed.

We have been in touch with this customer and were able to adequately address their concerns. We have apologized for the confusion surrounding our billing structure, a settlement was provided, and their account has since been cancelled per their request.

Initial Business Response /* (1000, 5, 2015/07/02) */
We have not yet been able to make contact with this customer, but look forward to resolving their concerns after the holiday.

After speaking with this customer regarding their concerns and reviewing the relevant details of their account, we were able to determine that the customer's expectations for our service were not aligned with the account settings under which their membership had been enrolled, and as a result, the...

customer quickly cancelled their account with our company. As this customer was diligent in relaying their concerns to us in a timely manner, we were able to reach an agreement regarding the charges billed to their account, cancelled the account on friendly terms, and we are at this time are optimistic about the possibility of working with the customer again in the future.

In speaking with this customer, we were able to clarify the discrepancy between the customer's understanding of our membership fees versus how they are defined by our terms and conditions. While the customer had been under the impression their initial membership charge had been a one time fee, it is...

actually a reoccurring yearly fee for membership that is billed on an annual basis. In light of this, the customer informed us that they did not wish to renew that membership, we were able to reach a settlement, and at this time we have parted ways on friendly terms.

In reviewing our internal records, we were able to determine that the customer had expressed concern with their understanding of our service's terms and conditions very early on in the life of their account. This exchange resulted in the cancellation of their membership but left an outstanding...

balance on their prior account that we have sense been able to amend. At this time the customer's account has been cancelled per their request and we have parted ways on friendly terms.

Initial Business Response /* (1000, 8, 2015/10/09) */
Though we have not been able to make contact with this customer, we have left messages explaining the situation.
We had previously provided a refund to this customer, and after that refund had been processed, a dispute was filed to reverse...

the original charge. Essentially, this customer has received their money back twice, thus the outstanding balance. We have explained to the customer that in order to wipe the balance, they will need to instruct their bank to cancel the chargeback.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We disputed the charges on our credit card BEFORE we were refunded, that is what prompted the refund.(see attached credit card statements: date of dispute:06/27/14,Date of refund:07/09/14). The company should have worked through the credit card dispute process instead of double refunding us. Since then we have contacted Home Advisor multiple times to correct the situation (08/03/15;09/18/15;09/22/15;09/30/15 etc.!!!) On 09/30 We spoke with [redacted] at Home Advisor and provided a credit card number. He assured us the situation would be corrected. THE FOLLOWING WEEK WE RECEIVED MULTIPLE CALLS FROM BOTH HOME ADVISOR AND THE COLLECTIONS COMPANY!!!!! This is beyond absurd. Not only is this company a fraud to begin with, we are still dealing with a double refund in which the company can not get corrected. We have wasted way too much time trying to get this rectified.
This is terrible customer service. If the company cannot reverse one of its double credits or cannot charge the credit card that we provided, we are at a loss for how to proceed. What else can we do??????? We feel this is turning into harassment.
Final Business Response /* (4000, 12, 2015/10/20) */
When we originally processed the refund for this customer, they did not inform us that they had processed a charge dispute with their bank. Since we provided the refund, the customer could have reversed their charge dispute at any point or could have informed our office of the situation prior to being sent to collections. They were sent notifications prior to being sent to collections via both email and USPS.
Given that this customer's account has already been sent to the collections agency and our company has since incurred the fees associated with that action, we can only recommend that the customer make their final payment with that agency. This would close the matter entirely for both parties.

We were able to reach this customer and have resolved their concerns. We found that there were issues concerning the coverage area that this account was tied to in the beginning of their membership, and therefor received leads from far outside their coverage. Those leads had been credited some time...

ago, and during that process the customer had requested to cancel with a refund. We found that the customer was inside a reasonable timeframe to make that request, and therefor we were able to reach and settlement with the customer and part ways on friendly terms.

Initial Business Response /* (1000, 5, 2015/10/20) */
This customer has brought to our attention some concerns with their "contact us" functions on his website that was purchased through our company. We are currently in discussions with the customer regarding compensating him for these malfunctions...

and are working internally to correct them.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have been in touch with this customer and were able to discuss their concerns.We found that there was confusion regarding the membership fees associated with our service. The annual membership is a part of every account that we sell, but there is an additional feature that is offered free for a...

member's first month, and then is billed each month beyond that. To rectify the misunderstanding, we have provided credit to this customer's account, and at this time they remain a valued member of our network.