Angie's List, LLC

April 8, 2016Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our companyI apologize for the delay in my response.I first wanted to apologize to Mr [redacted] for any frustration he has experienced while attempting to cancel his advertisement.On 2/25/2016, Mr [redacted] electronically agreed to advertise with Angie’s List for one year per the attached agreement Before Angie’s List will publish an advertisement, we require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard early termination fee of 35% of the remaining balance of the agreement We have reviewed our sales process and customer service interactions and have determined that Mr***’s advertisement was running as he agreed per the attachment, and this payment was due for services rendered As such, no refund will be offered for the advertisementShould Mr [redacted] wish to proceed with cancelling and being released from his contract, he will need to contact his Account Manager Kim Lykken and will be required to pay the early termination fee.Mr***’s [redacted] agreement is a separate contractThat contract was entered into in mid-March and this contract does not require any upfront cost, so Mr [redacted] has not paid anything for this Storefront offer yetThis contract is scheduled to be processed next week and we are still happy to work with Mr [redacted] for his Storefront offer going forward, but if he would like to discontinue or modify these services as well he can contact his eCommerce representative, Ken StJohn.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of our contract.Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse ***Angie’s List

July 21, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint response rejection to our attention Angie’s List allows companies to offer eCommerce through our platform when a company has been properly vetted by Angie’s List member reviews The members rate the provider, which makes them eligible to participate in the eCommerce program All member purchases of eCommerce offers are with the company directly Angie’s List offers the Service Quality Guarantee, which as previously mentioned was explained to Mr [redacted] when he joined Angie’s List Mr [redacted] ’s membership does not qualify for the Service Quality Guarantee Angie’s List offered Mr [redacted] the opportunity to upgrade his membership to take advantage of the Complaint Resolution Process Mr [redacted] decided not to sign up for a membership that offered the protection of the Service Quality Guarantee Mr [redacted] declined to upgrade his membership for the additional assistance that Angie’s List can offer through the Complaint Resolution Process Mr [redacted] ’s complaint is with [redacted] ***, as they are responsible for the quality of work they have performed for Mr [redacted] Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse M [redacted] Angie’s List

June 15, Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company I’d like to start by offering a sincere apology to Mr [redacted] for any confusion regarding his membershipOur records indicate that we received Mr***’s cancellation request on 1/2/and at that time his monthly membership was set to not renewOn 6/4/2015, Mr [redacted] renewed his membership online for one year and this was not an automatic renewal On 6/4/2016, his membership automatically renewed as a result of his online renewal the previous yearAll of our memberships do default to an automatic renewalOur auto renewal program was implemented as a result of member feedback indicating it would be convenient to renew without being required to call or mail in a request to do soWe acknowledge that with every improvement, we run the risk of offending a small portion of our membersSome people, caught off guard when their renewal goes through, clearly do not benefit from this intended convenienceBecause of this, Angie’s List strives to make sure that each member has the opportunity to learn about the program prior to paying for a membership I have now cancelled Mr***’s membership and refunded his charge from 6/4/in the amount of $9.99, as he is within days of his renewalWe will not be refunding his charge from 6/4/as this was made online, through his personal membership and was not a result of automatic renewalShould Mr [redacted] have any questions regarding his membership transactions, he can feel free to reach out to us directly and we will be happy to assistI find it regrettable that we left Mr [redacted] feeling she had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our members Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse B***Angie’s [email protected]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below "An analogy to sum up my situation – I signed up for an ocean cruise and was promised a suite with an ocean view, but instead ended up with a room with no window and below deck.” The original analogy I was using disparaged Angie's List service, which was incorrect The newer analogy speaks of expectations and delivering something the customer was not interested in to begin with [redacted] @ [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.The company "response" was the following:"Angie's List has been working with this customer to offer solutions to use their $deal with the company that has been paid to perform the work The customer's $is with the company that has been paid to complete the work at this time Angie's List is happy to continue to offer to work with the customer and company to get the work scheduled and completed."First of all, the use of the word "solutions" is a bold-faced lie There has been only ONE SOLUTION offered- and that was to contact the contractor and "help" schedule the work, which completely ignores the basis of the complaint in the first place The contractor has always been reachable and somewhat prompt in his replies to me, both via e-mail and via phone call The issue that Angie's List doesn't seem to have a solution- or at a minimum- a basic comprehension of- is that the contractor is too busy to do the workhas cancelled/no-showed three appointmentshas indicated that he can't perform the work on cold days (and given I live in NEW ENGLAND, it's unlikely we will get warm weather until March or April) and has agreed that the best course of action is to cancel the deal and refund the money The so-called "offer to work with the customer and company to get the work scheduled and completed" is ridiculous What is the planTo continually call and harass the electrician who has already said he is too busy and endlessly bug him until he grudgingly is able to come to my house and perform electrical work Would any sane homeowner want someone installing electrical wires and drilling holes in the exterior of their home to install lighting knowing that the person doing so was irritated and interested only in "mailing it in" to get Angie's List off his back? No sane person would do that, especially given the fact that both the contractor and I are in agreement that it is mutually beneficial to cancel the "deal" I - yet again- reiterate my request for a refundRegards, [redacted]

July 15, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company I’d like to start by offering a sincere apology to Mr [redacted] for any confusion or frustration Mr [redacted] purchased a four-year membership to Angie’s List on July 9th, All of our annual memberships purchased online default to automatically renew for one year at a time at the end of their originally purchased term I apologize, as I wasn’t able to find where Mr [redacted] had asked to cancel his membership He also should have received numerous emails in recent months, both advising about the upcoming automatic renewal and letting him know that as a long-term member, he was receiving our new Gold membership (which sells for $99.99/yr) for his original price, which worked out to $per year However, we employ customer-friendly refund policies for situations such as thisWithin days of an automatic renewal, we are able to refund the renewal feesI do see that an email agent of ours failed to refund Mr [redacted] when he wrote in to complain about the charge, though it appears he did not contact us until after he had already filed this Revdex.com complaint I am following up with that agent’s supervisor to be sure they receive appropriate training I have refunded Mr [redacted] his $3.12, which does mean that as of today he is no longer an active Angie’s List member I find it regrettable that we left Mr [redacted] feeling he had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersWe do now offer a free membership option if he only occasionally needs to look up information on providers Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Jesse B [redacted] Angie’s List

June 4, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] ,Thank you for bringing this complaint to our attentionWe appreciate the opportunity to tell our side of the story regarding complaints brought against our company.As you may know, Angie’s List allows consumers to post comments regarding experiences they have had with area companies Angie’s List is a passive conduit for these comments, meaning the content is wholly supplied by our consumer members Because other consumers rely on the statements made by each member, we require each and every member to sign the following statement before submitting a report: [redacted] I confirm that the information contained in this Service Evaluation Form (i) is true and accurate and (ii) represents my actual first-hand experienceI acknowledge and understand that Angie's List is relying upon the accuracy of the information in order to serve other membersI confirm that I do not work for, am not in competition with, or am not in any way related to the service provider in this report.Assuming that our members are willing to attest to the truthfulness of each report, we allow positive and negative reports to be submitted to our forum We do not remove reports at the request of service providers Rather, we allow each service provider to respond to any reports they receive, to share their point of viewMr***s company has posted a response to the review in question, to explain their company’s perspectiveAngie’s List does not act in the capacity of judge or juryRather we are a conduit through which information is allowed to passThus, the court of public opinion is able to decide which argument has meritAdditionally, the member is allowed per our reporting guidelines to state the name of the provider she worked with throughout her reviewMr [redacted] was interacting with the public as a representative of [redacted] Remodeling, so there was no expectation of privacy Because members are permitted to name the provider they worked with, we will not be removing the first name from her review Mr [redacted] has been in contact with representatives at Angie’s List regarding this situationI find it regrettable that we left Mr [redacted] feeling no other recourse than to complain to the Revdex.com Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information.Kind regards, [redacted] ***Angie’s List

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below They called me and they told me that no refund will be issued and that no cancellation fees will be waivedI would have compromised with the cancellation fees being waived but they refuse.They ignore the fact that they sold me a feature as part of their advertising package which later on removed and expected me to remain active on the agreement.You have no right, after signing up for your service, to take away one of the main featuresEvery time a company acts this way, should ask the customer to re-sign the contract with the newly updated terms and conditions and leave them with a choice of either canceling or re-entering the new agreement.If you think you can get away with this, you are wrongI will now file a complaint against your business to the Federal Trade Commission and will report such erroneous way to conduct businessTo any business or consumer out there, beware of Angie's List (soon merging with Home Advisor as informed by them), do not enter agreements that in their mindset, are unbreakable.I will not pay your cancellation fees until the cows come home and for ever! Thank you and I do not accept your fake apologies

Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our companyOn 5/15/2015, [redacted] agreed to advertise with Angie’s List for one year per the attached agreement We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee of 35% of the remaining balance of the agreement Angie’s List and [redacted] agreed upon a special modified version of our standard contract which allowed for financing of the advertising fees owed to Angie’s List As a result, [redacted] was being billed two months after each month of advertising ran Advertising fees that had not yet been billed to [redacted] for services rendered were not included in the early termination fee that he paid Rather, he paid 35% of the unused portion of the contract in order to end the advertising relationship early.At this point, [redacted] has paid for a total of four months of advertising However, his advertising ran for a few days past the four month mark before he requested to cancel his ad As a result, he still owes a small balance of $for the five days from 9/to 9/that his web advertisement was running.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of our contractAngie’s List and Champion Electrical Services had a binding agreement, and just as we have acted in accordance with our obligations, so must [redacted] The fees that have been charged, and the small amount still owed, are for services rendered and the correct early termination fee for the contract that was signed.Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse ***Angie’s List

November 13, 2015Attn [redacted] Re: Complaint Case # [redacted] Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company I apologize for my delay in responding to you.I first wanted to apologize to [redacted] for any poor customer service he has received.On 7/21/2015, [redacted] agreed to advertise with Angie’s List for one year per the attached agreement We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee of 35% of the remaining balance of the agreement [redacted] ’s complaint was not entirely clear to us, and though his account manager reached out to try to answer any questions, we were still not confident we understood all of his issues We do hope to continue to work with [redacted] , and have full confidence in his term of advertising being successful and mutually beneficial for Appliance Medic and Angie’s List That said, if [redacted] does not feel confident enough to continue our advertising relationship, we have agreed to waive our standard Early Termination Fee for the contract He would be not be refunded, as he has not paid ahead on his contract and the only fees he has paid have been for services already rendered [redacted] has been in contact with his account manager, who is able to help him process this cancellation if he chooses to.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe do still hope to have a productive and satisfying advertising relationship with [redacted] , but want to make sure he feels that he has options and we value him as a customer Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse ***Angie’s List

August 25, 2017Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] , Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our companyMs [redacted] did sign up for a membership with Angie’s List, and all of our memberships do default to an automatic renewal However, it appears that she signed up for multiple memberships by using different email addresses to sign in We’re always happy to review a recent automatic renewal transaction In this case, it appears that she was charged multiple times for the same product (a consumer membership), and thus should be refunded I have refunded the charges in question, and additional funds from the time when both memberships were active, as this duplicate purchase gave no extra value to Ms [redacted] .Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse B***Angie’s List

September 21, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company I’d like to start by offering a sincere apology to Ms [redacted] for any confusion regarding her membership All of our memberships do default to an automatic renewalOur auto renewal program was implemented as a result of member feedback indicating it would be convenient to renew without being required to call or mail in a request to do soWe acknowledge that with every improvement, we run the risk of offending a small portion of our membersSome people, caught off guard when their renewal goes through, clearly do not benefit from this intended convenienceBecause of this, Angie’s List strives to make sure that each member has the opportunity to learn about the program prior to paying for a membershipWe also email members prior to the renewal date to notify them of the upcoming charge Ms [redacted] joined Angie’s List in and has been an active user of her membership since she has joined Ms [redacted] agreed to automatic renewal on her account when she joined Her membership also informs her that her account with be automatically renewed on the date that ends her current term Angie’s List sent out many emails to members to notify them of the changes to the membership types Ms [redacted] was grandfathered into the highest membership tier available due to her loyalty to Angie’s List Ms [redacted] was sent an email explaining that she would remain at the $per year rate she has been paying and will receive the Gold membership, which is normally priced at $ Again, Angie’s List sent out many emails explaining this to all members, as well as a notice prior to any automatic renewal charge that is about to occur Ms [redacted] has already contacted Angie’s List directly to have her complaint resolved She has been refunded for her most recent automatic renewal She has also been downgraded to a free Green tier membership Ms [redacted] will lose all of the benefits she is used to having with Angie’s List as a Green tier member, compared to a Gold tier member She will have to correspond with Angie’s List via chat or email only, as call center support is not provided to Green tier members She will not have access to our Service Quality Guarantee or Fair Price Guarantee as a Green tier member Angie’s List certainly feels that we were doing our members a favor by upgrading all paid memberships to receive the benefits of Silver and Gold memberships due to their loyalty to Angie’s List I am sorry to hear that Ms [redacted] did not feel this way Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse M [redacted] Angie’s List

February 18, Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to clarify anything that might not have been addressed previouslyMembers are not required to respond to additional requests for confirmation of a reviewThey have already confirmed the review, by agreeing to our confirmation statement when the review was initially submittedAdditionally, members do not have a limited window of time after a service experience to leave their review.The reporting member’s address was verified as a valid mailing address through the United States Postal Service website We encourage Mr [redacted] to reach out to the member in a professional manner via the mail, to clarify his company’s positionWe always provide the name and address of the reporting member to the service provider being rated, but we do not provide phone numbers of Angie’s List members to service providers in accordance with our privacy policyWe regret that Mr [redacted] was frustrated with his experience with Angie’s ListHowever, we believe that Angie’s List has followed appropriate procedures meant to ensure we stay as neutral as possibleWe will not be removing the review at the request of the service provider Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further informationKind regards, Anna [redacted] Angie’s List

March 13, Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] [redacted] Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company On 1/23/2015, Mr [redacted] agreed to advertise with Angie’s List for one year per the attached agreementBefore Angie’s List will publish an advertisement, we require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee Upon receipt of this complaint, we investigated the correspondence that Mr [redacted] had with Angie’s List representativesAlthough Mr [redacted] ultimately agreed to the attached contract, and multiple attempts were made by Angie’s List employees to assist him, Mr [redacted] requested to cancel his advertising within a few days of beginning it We have waived the cancellation fee and removed the notice from his company’s profile We strive to provide top notch customer serviceI sincerely apologize if we have failed to deliver to the extent of Mr [redacted] ’s expectationsWe would love to have him back as an advertiser in the future and be given the chance to help him and make things right Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, [redacted] Angie’s List

September 19, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company On 9/1/2016, Mr [redacted] started to advertise with Angie’s List for one year per an electronically signed agreement We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee of 35% of the remaining balance of the agreement Angie’s List will consider Mr [redacted] ’ contract to be terminated We are currently in the processing of cancelling the contract and removing Mr [redacted] ’ company from our web advertisements We have also agreed to waive the 35% early termination fee and provide a refund for any time that has been paid that was unused Mr [redacted] will be required to pay for the time that his contract was active and services were rendered We strive to provide top notch customer service, and we regret that Mr [redacted] felt that he had no recourse but to turn to the Revdex.com Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse M [redacted] Angie’s List

June 29, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] , Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company I’d like to start by offering a sincere apology to Ms [redacted] for the frustration this process has causedMs [redacted] purchased a Big Deal from [redacted] , Inc., on 5/4/ It appears as though immediately after the purchase, this provider was responsive and seemed willing to wait on Ms***’s purchase of tile However, the company later became unresponsive.I apologize for any misunderstanding from our customer service representatives Though Ms [redacted] did sign up for a Basic membership that does not include call center support, we are always happy to make an exception to help members with Big Deal purchases We also pride ourselves on being quick and responsive via email In light of the poor response time and customer service Ms [redacted] received from [redacted] , we have made an exception to our standard 30-day policy, and have refunded the $back to her PayPal account.I apologize again to Ms [redacted] that she had this poor experience, but I did want to reassure her that we have high standards for providers on our list Angie’s List does require that all advertising providers pass a background check and have a demonstrated record of excellent customer service prior to being allowed to advertise and offer Big Deals to our members Due to a recent trend of less than excellent reviews, [redacted] , Inc., is no longer able to advertise with Angie’s List Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, [redacted] ***Angie’s List

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Had I not told the person who enrolled me last year that I did not want to be automatically renewed I would accept this As of this date I have received no refund from Angie's List nor any communication as to why this has not been processed I could not/would not recommend this company to anyone as they do not have the ability to give you the information that you are trying to find in Muskegon, Michigan from Indiana I have given up on getting this money back but do want others to know what they are dealing with This business was once owned by a local woman in Grand Rapids, Mi and it has gone steadily down hill since Regards, [redacted]

Angie's List contacted this customer to explain the billing balance and payment history At some point in time, the customer ended up getting one month behind on payments The notes state that he still owes one more month's payment, which is accurate We listened intently and fully to this customer's perspective, however their payment history is not confusing and shows exactly how much was paid and when it was paid We have attempted to resolve this issue and have offered a settlement amount to zero out this customer's balance, but were unable to come to an amicable solution despite our attempts

July 21, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to all complaints against Angie’s List I would like to start by offering Mr [redacted] a sincere apology for his experience in seeking to cancel his membershipMr [redacted] requested to cancel his membership, which was accomplished according to his request I have reviewed the chat transcripts for each interaction Mr [redacted] had with Angie’s List on 7/11/ Mr [redacted] did not request to receive a refund of his membership Angie’s List currently offers refunds on automatic renewals within days of the charged automatic renewal Mr [redacted] ’s membership renewed on 4/13/ In light of Mr [redacted] ’s frustration, I have granted an exception to policy, and I have issued a full refund for Mr [redacted] ’s $automatic renewal back to his PayPal account This effectively cancels Mr [redacted] ’s membership as of 4/13/Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse M [redacted] Angie’s List

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Please ensure that our company credit card is either credited back the 35% early termination fee, or confirm that the our company credit card has not yet been charged the 35% early termination and that Angie's List has no further intention of doing so Thank you Regards, [redacted] ***