Angie's List, LLC

Angie's List has been in constant contact with this customer for several months The customer is responsible for updating and managing the information on their business profile, including their licensing, insurance, and bonding statuses Angie's List has attempted to amicably resolve this matter since November At this time, Angie's List considers this matter closed

November 20, 2015Attn [redacted] Re: Complaint Case # [redacted] , Thank you for bringing this complaint to our attentionWe appreciate the opportunity to again tell our side of the story regarding complaints brought against our company.First, let me begin by offering a sincere apology for the frustration and concern that this has caused [redacted] As a consumer forum, we are providing information to our members and allowing members to share feedbackThe majority of information on the List is provided by members, and double-checked by representatives against other listings online An online search for [redacted] ’s name yielded a variety of results regarding contact informationI apologize that [redacted] ’s home information was listed on her profileI had been working personally with [redacted] prior to receiving this complaint from the Revdex.com, and I believe this complaint was resolved prior to Angie’s List’s receipt of the complaint.I have verified that [redacted] ’s home address has been removed from her Angie’s List profile, and the profile itself has been removed from our databaseOur IT department has also performed the upload of this change to be reflected on the pages that are available to non-members via web search enginesThat process was completed by 11/16/Part of the delay [redacted] describes is due to the fact that if someone conducts a Google search to locate [redacted] ’s Angie’s List information and does not sign into an Angie’s List membership, then they will view a Google cached websiteTo elaborate, Google takes snap shots of websites and then stores them in their database to allow for quicker search resultsWhen anyone does a search on Google it is these cached pages that appear Thankfully, upon testing today I was not able to find I find it regrettable that [redacted] was left feeling no other recourse than contacting the Revdex.comWe strive to provide top-notch customer service to service providers and members, and it is clear from the tone of this complaint that we have missed the markThanks 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

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 meHowever, I do want to note that they, Angie's List, has promised this to me in the past as well on at least two other occasionsI appreciate their promise but don't put much weight in their wordThank you Regards, [redacted]

April 28, 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 the difficulties in pursuit of her Big Deal refundAccording to our records, Ms [redacted] contacted us on 11/28/to ask for assistance with her purchase, which was made on 11/22/ Since Ms [redacted] contacted us within days of her purchase, she is eligible to receive a refund At this time, I have processed Ms [redacted] ’s refund of $ I find it regrettable that we left Ms [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 M [redacted] Angie's List

December 5, 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 unsatisfactory responses As previously stated, Angie’s List has already made concessions for any frustrations Mr [redacted] has experienced, including a substantial partial refund and waived early termination fee At this time, Angie’s List will not offer any further concessions for this complaint 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

We have been in contact with this customer to resolve this complaint At this time, the customer has received their refund and the complaint has been resolved We look forward to maintaining a great relationship with this customer and continuing to serve their needs in future

September 3, 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 Mr [redacted] for the frustration this process has causedAs Mr [redacted] mentioned, he purchased an offer from the company Upton Electric on 5/15/ We apologize, but we never received Mr [redacted] ’s email dated 7/9/When Angie’s List first received contact from Mr [redacted] about problems scheduling on July 27th, we understood that he was still trying to get ahold of the company but wanted to still work with that same company As a result, we assumed the scheduling issue had been worked out.We are committed to helping Mr [redacted] receive the service he paid for, and I have asked a supervisor to reach out to him to help with the deal We may be able to find another provider to do the work, or help refund the original deal to help with the purchase of a better fit 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 are very sorry for the frustration and trouble Mr [redacted] has had to deal with 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

May 26, 2015Indianapolis 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 company.I apologize for the frustration this process has caused Mr*** 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 Members are required to attest to the review confirmation statement before submitting each review Without that unique attestation accompanying a review, it cannot be submitted to the website 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 have processes in place if a company notifies us that they do not recognize the name and address of a member associated with a review on their company We will reach out to the member that submitted the review in an attempt to confirm that review at the request of the service provider Mr [redacted] does not recognize the member, so we have proceeded with the reconfirmation process We reached out to the reporting member on 5/15/at Mr***’s request To date, we have not received a response from the reporting member Mr [redacted] is aware of our reconfirmation process per discussions with Angie’s List representatives on 5/15/ I apologize for any misunderstandings of our policies during those conversations on May 15th Angie’s List does not prohibit a service provider from contacting a member to ask about a review In fact, we have provided a mailing address of the member for Mr***, and have no issues with a polite letter asking the member if perhaps she has made a mistake in reviewing the wrong company What our representatives confirmed is against our policy is threatening members with lawsuits over negative reviews Though I understand that Mr [redacted] feels this member is mistaken in leaving a review on his company, we have an across-the-board policy whereby if service providers threaten litigation over member reviews, we will post a notice on their profile about this behavior as a warning to other consumers I find it regrettable that we left Mr [redacted] feeling no other recourse than to complain to the Revdex.com However, in this case Angie’s List has followed its policies, and must remain neutral in regards to reviews, so we will not be removing this member review at this time 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

February 22, 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 companyThough Mr Foguth signed a year-long agreement with Angie’s List on November 24, 2015, authorizing an early termination fee of 35% of the total contract value, we have decided to honor his request by waiving this early termination fee MrFoguth made the agreement with us assuming that his advertisement would be placed at the top of search results, which ended up not being the case Part of the reason behind this was the fact that multiple reviews on Mr [redacted] company’s profile did not meet our review integrity guidelines However, in light of any miscommunication or misunderstanding during the sales process, we have waived the early termination fee and canceled Mr [redacted] advertising contractIn terms of the standing of Mr [redacted] business profile, we do not remove companies entirely from Angie’s List Even without [redacted] providing a paid advertisement, their profile will be available for members to view, so that they can read reviews to make hiring decisions The negative review that MrFoguth mentioned in his complaint appears to have been left by a genuine customer of his, as he has responded to the complaint in a way that indicates he is familiar with the consumer Angie’s List did not create this review ourselves, nor do we “filter” positive or negative reviews, regardless of whether a company advertises or notIn short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe appreciate the feedback and ability to correct this situation to some extentThanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse [redacted] Angie’s List

June 23, 2016 Indianapolis BBB 22 E. Washington Street Indianapolis, IN 46202 Attn. [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attention. We appreciate the opportunity to respond to complaints against our company. I apologize... for the delay in my response. I apologize for the frustration this review seems to have caused Mr. [redacted] . 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 experience, or experience which I am authorized to discuss. I acknowledge and understand that Angie's List is relying upon the accuracy of the information in order to serve other members. I 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 view. However, in this case, the member who left the review did reach out to Angie’s List and ask for her review to be deleted. We have honored this request, and the review in question is no longer on Mr. [redacted] ’s business profile. I find it regrettable that we left Mr. [redacted] feeling no other recourse than to complain to the BBB. We strive to provide top notch customer service for both consumers and service providers, regardless of whether the service providers are paid advertisers, or free users of our service like Mr. [redacted] . Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information. Kind regards, Jesse B [redacted] Angie’s List

November 12, 2015Re: Complaint Case # [redacted] Thank you for bringing this updated 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.We hope to continue to work with [redacted] and have full confidence in his term of advertising being successful and mutually beneficial for [redacted] 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 refunded for the amount of his contract that he has prepaid that has not yet run The only fees we would not refund would be for services already rendered [redacted] is in contact with his account manager, who is helping him work out the specific dollar amount involved.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

June 29, 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 apologize for the delay in my response I first wanted to apologize to Mr [redacted] for any frustration he has experienced during the sale or cancellation of his advertisement On 4/18/2016, Mr [redacted] electronically agreed to advertise with Angie’s List for one year 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 agreementOur advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website We have reviewed our sales process and customer service interactions with Mr [redacted] We would have preferred to continue working with [redacted] as an advertiser on Angie’s List, but given that Mr [redacted] is no longer willing to advertise with us and in light of any misunderstanding or customer service issues over the duration of his advertising, we will consider his contract cancelled and have agreed to waive our standard Early Termination Fee for this contractIn terms of the portion of his advertising term that already ran, Mr [redacted] ’s advertisement was running as he agreed, and this payment was due for services rendered In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service, and would welcome another chance to work with Mr [redacted] ’s business Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse B [redacted] Angie’s List

July 17, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] Hello ***, Thank you for bringing this complaint to our attention We always appreciate the opportunity to give our side of the story regarding complaints filed against our company I would like to offer Mr [redacted] a sincere apology for any confusion regarding the review left on his company Angie’s List is an online community for consumers looking to find service companies and health care professionals in markets across the country Angie’s List does not create the information posted by members; rather, it operates its website only to distribute information to members Further, Angie’s List does not opine upon or endorse any of the reviews or ratings submitted by members Angie’s List’s policy, therefore, is not to remove any reviews from its website, except under very limited circumstances These circumstances include Angie’s List’s receiving verifiable information that the review was posted by a competitor of the service provider or that a duplicate review regarding the same interaction was posted Additionally, Angie’s List will remove a review if the member posting it requests that the review be removed or if Angie’s List is served with a court order requiring the review to be removed With respect to the review Mr [redacted] refers to in his complaint, none of these circumstances exist First, regarding the arbitration award Mr [redacted] provided to Angie’s List, Angie’s List was not a part of that arbitrationThe Angie’s List review is not mentioned in the decision, and there was no adjudication as to the truth or accuracy of the Angie’s List review Second, when a member posts ratings on the Angie’s List website, the member represents to Angie’s List that such ratings are accurate, truthful, and complete Again, Angie’s List is merely a forum provider and is not in the business of determining if a report is or inaccurate Angie’s List recognizes that service providers, such as Mr [redacted] , may have differing opinions regarding the experience had with a member Accordingly, Angie’s List permits each service provider to tell their side of the story and encourages them to monitor posted ratings regarding their company and to post responses to any reviews to which they take exception Angie’s List legal department is mailing Mr [redacted] a certified letter expressing this same point of view All future correspondence regarding this matter will need to be directed to the legal team’s contact information provided in the certified letter 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

August 17, 2016 Indianapolis BBB 22 E. Washington Street Indianapolis, IN 46202 Attn. [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attention. We appreciate the opportunity to tell our side of the story regarding... complaints brought against our company. I apologize for any unwanted contact that Mr. [redacted] received from our ad sales department. I have confirmed that Mr. [redacted] has been removed from our call and email list. I apologize if Mr. [redacted] received unwanted contact previously and this should stop. Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information. Kind regards, Jesse B [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, as long as the collections process is stopped immediately Regards, [redacted]

June 9, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] , Thank you for bringing this updated complaint to our attentionWe always appreciate the opportunity to give our side of the story regarding complaints filed against our company On January 27, 2014, just before the first contract signed went into effect, Mr [redacted] received an email forwarded directly from our Trade Licensing department, clearly outlining Angie’s List’s policies in regards to Trade Licensing Part of that email states: “As you know, information on company profiles is primarily provided by the companies, including all license informationWe ask all companies to attest to their compliance with all applicable licensing laws governing their trade(s), and their attestation is our initial means of determining licensing information and assigning a license status to a companyWe then rely on general inquiries from employees, members and service providers, as well as our monthly randomized audit program to check the accuracy of companies’ license statements and any license details providedWe compare our department's program to IRS audits.”As Mr [redacted] was made aware of this policy prior to first signing a contract to advertise, we do not feel that there was significant confusion or misinformation about this policy Similarly, though Mr [redacted] did have conversations with us at many points expressing some frustration, he still chose to renew his advertising after a full year, signing a new one-year contract.Mr***’s comments about our business practices are also incorrect Angie’s List provides a number of different ways to reach out to members for reviews, including our free Fetch program, which involves Angie’s List reaching out to mutual customers via email or phone to ask for reviews Mr [redacted] is correct in pointing out my own mistake: we did not in fact waive the early termination fee for his other business Rather, we moved the date of cancellation back a total of two months, including one month as a response to his Revdex.com complaint, in light of any confusion We could find no evidence of similar confusion in regards to this complaint, so we will not make any further billing adjustmentsI apologize sincerely for misunderstanding the situation involving [redacted] ***, and for providing this incorrect information.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent that our contract with him promised 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

April 22, 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 companyI’d like to start by offering a sincere apology to Ms [redacted] for the frustration this process has caused Ms [redacted] purchased an offer from the company, [redacted] on September 12, While the offer could be redeemed within one year, the day refund policy was explained to Ms [redacted] when she recently contacted Angie’s List along with her other options relating to the purchase As a courtesy, the team handling Ms***’s concerns refunded the offer on 4/20/in the amount of $ Additionally, I have refunded her membership fees in full that she paid in July, Those fees totaled $ Ms [redacted] was not charged $which she mentioned in her complaint I find it regrettable that we left Ms [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, [redacted] ***Angie’s List

July 27, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] ,Thanks for bringing this updated complaint to our attention As always, we do appreciate your time, and our opportunity to give our side of the story regarding complaints filed against our company.Mr [redacted] does not seem to have provided any new information with this complaint We provided a signed contract showing that Mr [redacted] agreed to a 12-month advertising relationship with us In addition, we have already included the statement that "We dispute that we did not assist Mr [redacted] with a store front offer Mr [redacted] had a store front offer posted, which Angie’s List members actually purchased Additionally, his traditional advertising also ran for almost months on our website (per the attached agreement) prior to him cancelling He did not pay a full year of payments He paid for the months that his advertising was running and now owes the cancellation fee." We remain unhappy that this customer is disappointed with their experience with Angie's List, but we have reviewed the sales process and relevant contracts and still find that we have delivered to the extent that was promised We will not be making any new billing adjustments in light of this updated complaint If there are any new developments or claims related to this matter, we would be happy to look into this further 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

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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards, [redacted]

August 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 respond to complaints against our company On 12/22/2015, 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 In light of any frustration or poor customer service, Angie’s List will consider Mr [redacted] contract to be terminated effective the first time Mr [redacted] expressed a desire to cancel his advertisements, which Angie’s List has documented as 5/25/ We have also agreed to waive the 35% early termination fee 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 B [redacted] Angie’s List