Angie's List, LLC

May 18, 2016 Indianapolis BBB 22 E. Washington Street Indianapolis, IN 46202 Attn. Peggy Richardson 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 first want to apologize to Mr. [redacted] for any frustration he has experienced regarding his advertisements with Angie’s List. 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 services. Each contract includes a standard early termination fee of 35% of the remaining balance of the agreement. Our advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website. I have attached the signed contract showing the agreement Mr. [redacted] made with Angie’s List for reference. We did attempt to work with Mr. [redacted] and make sure he saw the value in his advertisement. In April, we offered extra product for free to help make sure Mr. [redacted] could see the benefit of our service. However, at this point, Mr. [redacted] ’s advertisements have been pulled in light of non-payment for services rendered. We have not charged our standard early termination fee, but Mr. [redacted] ’s company will not be available in category search results until the payment for services rendered is received. In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We strive to provide top-notch customer service, and we are sorry that Mr. [redacted] did not get to experience a resolution to some of the problems he brought up. However, the $441.21 needed to bring his account current is for services rendered, and no additional refund will be offered for this contract. Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information. Kind regards, Jesse [redacted] Angie’s List

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I don't see an updated responseThe latest reply appears to be a regurgitation of the previous nonsense.Regards,*** ***

Prior to receiving this complaint our customer service department had already processed the refund as requestedThe customer had cancelled their account within the allowable refund period, and there account was also downgraded to a free 'Green' membership at that same timeThe funds in
question are already reflected on this customer's PayPal statement and there will be no future charges applied. Any concerns regarding their funds with PayPal should be addressed with PayPal directly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Angie's List response has not changed! This is unacceptable and very unprofessional.We will be contacting the Ohio Attorney General's office next regarding their business practices
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

March 5, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***, 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. It is important to understand that Angie’s List is a consumer forumThe company listings on our website are supplied largely by our consumer membersThis provider has asked to be removed from Angie’s List. Because consumers add service providers to the list, we do not remove businesses from the list, as this would stifle the consumer’s right to reviewWhile we do not honor requests to remove a provider from the List, we do withhold unwilling participants from Category and Keyword searches. This change has already been applied to Mr***s company profileWe are not willing, however, to remove the business from the list completely, even if they do not want to participate. 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 the consumer membersBecause 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: * 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 my responsibilities under the Angie's List Membership Agreement, and that Angie's List is relying upon the accuracy of the information in order toserve other members. I confirm that I do not work for, am not in competition with, and am not in any way related to the service provider in this review.In turn, we allow service providers to submit their own opinionAfter agreeing to terms similar to the above statement, Angie’s List will post the Service Provider’s account of the experience withoutrequiring proof of the facts thereinIn this model, Angie’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 merit. Because we are foremost a consumer-oriented service, we must first uphold our member’s ability to express their opinionIn large part, consumers trust us because we are unwilling to unilaterally change or remove reports. Because consumers trust us, we in turn are able to provide an advertising product that is worthwhile for the companies on our list. It’s important to clarify that members are allowed to report on any interaction they have with a business and that the reviews will remain posted. I find it regrettable that Mr*** was left feeling no other recourse than contacting the Revdex.comHowever, I believe that Angie’s List has followed appropriate procedures meant to ensure we stay asneutral as possible and in accordance with our published guidelines. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind Regards, *** ***Angie’s List

November 3,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
AttnTh*** ***
Re: Complaint Case #***
***,
Thank you for bringing this complaint to our
attentionWe always 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*** for any frustration
this process has caused.
I’m sorry to learn of the problems Ms***
encountered with the work done by *** *** ***We do have a program
to help members resolve complaints when they've had a negative service
experienceThrough our Complaint Resolution Process, Ms*** will be able to leverage the power of her review and
request her desired resolution from the company. To initiate a Complaint Resolution
Case, Ms*** just needs to call our Member Care team at 1-888-888-
to answer the qualification questions to accompany her negative review
I find it regrettable that we left Ms*** feeling she had no recourse but to contact the Revdex.com
We 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,
Anna ***
Angie’s List

We have attempted to get in touch with this customer in hopes of holding a productive conversation, address their concerns, and resolve this complaintAt this time we are offering a settlement and hope to part ways on amicable terms. The customer has been given contact information via voicemail to contact us to hold this conversation

January 26, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # *** *** 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, werequire each and every member to sign the following statement before submitting a report: * 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 perspective and relay that they do not know the member who submitted the feedbackSubsequent to Mr***’s company posting their response to the review, the member requested to remove their feedbackThe review in question was removed on 1/24/2015. I apologize for any unwanted contact that Mr*** received from our ad sales departmentCompanies must have at least reviews to be eligible for advertisingThe review in question was the second review Mr***’s company received, which triggered our sales processWith the removal of the review, Mr***’s company is not currently eligible to advertiseAdditionally, I have confirmed that Mr*** has been removed from our call and email list. Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information. Kind regards, *** ***Angie’s List

February 17, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case #*** ***, Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints
filed against our company. Service providers do not pay to be a part of Angie’s ListCompanies are added by our members through a review on service that was provided to them. It would be counterproductive to our entireprocess to suppress information provided to Angie’s List. It is true that Angie’s List has certain criteria for a company listing to be included in general category searchesIn an effort to provide only the best service providers possible to our members, we have removed specific profiles from category search results until this criteria is metThis includes business profiles with a low review count, a very low number of profile views, or a low gradeThese companies can still be found through a specific company search, but really aren’t the type of company that a majority of Angie’s List members are searching forIf they receive more reviews, have more profile activity, or have a grade increase, they will be included back into category searches. The practice, *** ***, has an A-rating with only one reviewI apologize for the difficulty in locating this provider’s profile, but the review submitted by Ms*** is correctly listed under the category for Endodontics services. We want only the best of the best service providers in category searches. This is why excluding companies that are not yet the best of the best from category searches is an important process atAngie’s List. I find it regrettable that we left Ms*** feeling no other recourse than to complain to the Revdex.com. However, Angie’s List is operating under our standard guidelines. Thanks again for the opportunity to respond to this complaint. Anna ***Angie’s List

May 18, Indianapolis Revdex.com EWashington Street Indianapolis, IN AttnPeggy Richardson Re: Complaint Case # *** ***, 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 responseI first want to apologize to Mr*** for any frustration he has experienced regarding his advertisements with Angie’s ListWe 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 agreementOur advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website. I have attached the signed contract showing the agreement Mr*** made with Angie’s List for referenceWe did attempt to work with Mr*** and make sure he saw the value in his advertisement. In April, we offered extra product for free to help make sure Mr*** could see the benefit of our service. However, at this point, Mr***’s advertisements have been pulled in light of non-payment for services rendered. We have not charged our standard early termination fee, but Mr***’s company will not be available in category search results until the payment for services rendered is receivedIn short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service, and we are sorry that Mr*** did not get to experience a resolution to some of the problems he brought up. However, the $needed to bring his account current is for services rendered, and no additional refund will be offered for this contractThanks 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

Angie's List has several measures in place to protect the validity of the reviews on Angie's List. Even if a member has supplied us with complete information, our system is continuously checking for verified contact information. If we are unable to independently verify a member's contact
information, the review that was submitted will be removed and Angie's List will contact the member with a request to provide additional information. Once the information is verified, the customer's review will be reinstated and posted to the website. This customer has been in touch with our Review Integrity department and will need to continue to work with the representative who has contacted them to find verifiable contact information so we can post their review. We are always willing to work with members that are communicating with us to find verifiable information

July 19, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to clarify anything that might not have
been addressed previously On 5/24/2016, Mr*** agreed 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. Mr*** was in communication with representatives discussing his advertising and ways to improve results, but declined the plans presented to him to help the success of his company on Angie’s List. Mr*** has disputed the credit card charge for his initial payment of $and blocked Angie’s List from continuing to receive payments for his electronically signed contract. *** *** *** has now been excluded from Angie’s List for non-payment of advertising for services rendered As of 7/5/2016, Angie’s List has cancelled Mr***’s contract and waived the 35% early termination feeMr***’s company is responsible for the remaining balance invoiced for the services rendered that Mr*** has received as a refund through a credit card dispute. Currently, those funds can be paid to Angie’s List’s internal collections team in the amount of $551.76. We strive to provide top notch customer service to members and service providers alike and regret that the consumer was disappointed with his experience with Angie’s ListWe delivered to the extent of our contractAngie’s List and Mr***’s company have a binding agreement, and just as we have acted in accordance with our obligations, so must Mr*** 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 ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

They have my info link out on the internet now I getting calls like really bad calls http:***This is my personal information

November 23, 2015Re: Complaint Case # ***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’d like to start by offering a sincere apology to *** *** for the
frustration this process has caused. As *** *** mentioned, she purchased an offer from the company *** *** *** on May 31st, The offer had a promotional value of $2,600, but this promotional value expired on August 29th, 2015.When Angie’s List first received contact from *** *** about problems scheduling on November 17th, we asked a supervisor to reach out to her to help with the deal We are often able to help with scheduling problems, find another provider to do the work, or help refund the original deal to help with the purchase of a better fit As an exception to our standard policies, we had extended the offer beyond the expiration date, and had given several more months in order for her to use her credit Due to the ongoing frustration *** *** has experienced, and the lack of responsiveness from the service provider, we have made an exception to our policies and have refunded the full amount of her purchase back to her I find it regrettable that we left *** *** 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 *** *** 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 ***Angie’s List

March 24, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to again respond to complaints against our company I hope to provide some clarification regarding our previous response to Mr***It seems that Mr*** is under the impression that we would be charging him the early termination fee based off of his responseAs mentioned in our initial response, although this is a standard charge, we have agreed to waive the early termination fee due to the customer service concerns Mr*** mentionedAlso to clarify, because Mr*** paid for a year of advertising in advance, he will be receiving a refund for services not renderedHowever, he will not be receiving a full refund for his advertising payment I hope this helps clarify the steps we’ve taken in an attempt to meet Mr***’s requests Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, Andy H** Angie’s List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** I have not been able to find anything else that would fit my needs. Therefore I would like a refund

June 29, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, 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 first wanted to apologize to Mr*** for any frustration he has experienced during the sale or cancellation of his advertisement On 2/29/2016, Mr*** 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***We would have preferred to continue working with *** *** *** as an advertiser on Angie’s List, but given that Mr*** 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 cancelledWe are currently in the process of attempting to obtain a doctor’s note from Mr*** to confirm his illness and have agreed to waive our standard Early Termination Fee for this contract upon receipt of a doctor’s note. Should Mr*** fail to provide the requested doctor’s note, he will be subject to the standard Early Termination Fee for his contractWe will also be retroactively cancelling Mr***’s contract dating back to 5/2, due to his original request 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***’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*** Angie’s List

We have been in touch with this customer and hope to continue to hold productive conversations, address their concerns, and resolve this complaintAt this time we are offering a settlement and hope to part ways on amicable terms