Angie's List, LLC

September 20, 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’d like to start by offering a sincere apology to Mr*** for any confusion regarding his 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 Mr*** joined Angie’s List on 8/9/as a member through the purchase of a GroupOn special. Mr*** used his membership the first month of joining and has not used the member since. With that being said, I have processed Mr***’s refund of $9.99, as requested. His member is cancelled, effective immediately. I have also removed Mr***’s name, address, phone number, and email address from his profile. I would like to point out that Mr*** joined online and input all of his information of his own accord. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, Jesse M*** Angie’s List

November 26, 2014 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case #*** ***, Thank you for bringing this complaint to ourattentionWe appreciate the opportunity to give our side of the storyregarding
complaints filed against our company. I’d like to start by offering a sincereapology to Mr. *** for the frustration this process has caused Mr*** contacted Angie’s List to findcompanies with positive reviews that perform water softener installationOursystem recognizes a member’s request and will subsequently try to find BigDeals that would possibly help the member. The Big Deal program allows Angie’s List members to pay for a servicethat a company offers, paying Angie’s List directly and receiving additionalconsumer protection, if needed Aportion of the payment goes to Angie’s List and the rest is paid to the ServiceProvider, depending on the contract. Thisis a program that many companies use and our members find these deals veryvaluable The company that was offering the two BigDeals in question is *** *** *** ***The company provides limitedinformation to Angie’s List regarding the type of product that is included inthe Big DealAdditionally, the company is the expert on installation and anyproduct-related questionsThey would be the best resource to explain thedifferences between the two systems Mr*** is interested in, including costof operation in the short and long termTo contact the company for details orclarification on any of the fine print in their offer, Mr*** may call themdirectly at (262)*** I find it regrettable that we left Mr***feeling he had no recourse but to contact the Revdex.comWe strive to providetop-notch service to our membersIt is clear from the tone of this complaintthat we missed the mark, and I apologize for thatI am able to provide detailsabout our Big Deal program, and assistance we can offer when working withservice providersHowever, I am unable to provide details about the product installationthat a different company would perform Thanks again for the opportunity to respondto this complaintPlease let me know if we can provide any furtherinformation. Kind regards, *** ***Angie’s List

May 16, 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 give our side of the story regarding complaints filed against
our companyI apologize for the delay in my responseI’d like to start by offering a sincere apology to *** *** for any frustration he experiencedIt looks like *** *** signed up for an Angie’s List membership on 02/01/to look into providers. The annual membership he opted for online does default to automatically renew. However, we employ customer-friendly refund policies for situations such as thisNormally we can refund the most recent charge any time up to a year later. As a customer service gesture, I have issued the refunds for the two additional years that *** *** requestedI have also followed up with them personally to apologize for any frustration and to offer my assistance if we can regain our members’ trustThough we do have an option to receive a renewal reminder email, it seems that *** *** had not requested this option, and was not set up to receive these emailsI 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 membersAgain, we sincerely apologize for the frustration this has caused Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Jesse *** Angie’s List

July 19, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this customer’s response to our attentionWe appreciate the opportunity to respond to complaints against our company On 7/5/2016, Angie’s List cancelled Mr***’s contract to advertise with Angie’s List and agreed to waive our standard Early Termination Fee of 35% of the contracted amount, which is included in every signed contract. To further clarify, Mr*** does not owe Angie’s List any funds at this time In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service. We would love the chance to earn back Mr***’s trust in the future and work with him again 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,
*** ***

October 6, 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’d like to start by offering a sincere apology to Mr*** for any frustration he has experienced with our new website Mr***’s review was submitted during our transition to our new website, which caused his review to experience a technical error when posting to the new website. Our IT Department has been working to resolve the issue Mr*** has experienced with his review While waiting for this technical solution to his problem, Mr*** has been corresponding with a Member Care supervisor, Chris G***. Chris has already provided Mr*** with a one year membership extension for any frustration or inconvenience caused by the technical error that occurred during review submission. Mr*** can continue to correspond with Chris G*** until his review request has been resolved I find it regrettable that we left Mr*** feeling he 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*** Angie’s List

Angie's List will remain available to assist this customer with scheduling of the services purchased with the service provider. The company is not out of business, but has changed ownership. Angie's List is contacting the new ownership to assist with scheduling and will be following up with the member accordingly

June 13, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company I first want to apologize to Mr*** for any frustration he has experienced regarding his advertisements with Angie’s List As a review based website, Angie’s List offers advertisement opportunities to providers that are highly rated by membersEntering into an advertising agreement with Angie’s List is optionalRegardless of satisfaction of the advertising agreement, MrLoughlin was provided a service for which Angie’s List has not received the required paymentsIf a provider is unable to pay for advertising services that have already been rendered, Angie’s List will withhold them from category/keyword searches until these payments are made as Angie’s List is owed for services renderedThis is not located in the contract I cannot speak to Mr***s search efforts, however when performing a direct name search for” * *** *** *** * *** ***,” I am able to locate Mr***s profile on the Angie’s List website Our call center representatives are trained to not include excluded service providers when sending a list of category/keyword searchesIf a provider is asked for by name, we will inform of the exclusion 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

December 7, 2015Indianapolis 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 I’d like to start by offering a sincere apology to Ms*** for the poor experience dealing with our chat supportI also apologize for the poor customer service that Ms*** received when canceling her membership. Angie’s List memberships are backed by a satisfaction, money-back guaranteeThough our chat agent was confused by a few other issues Ms*** provided as feedback, it seems clear that this is her desire based on her requestI have refunded the full cost of her membership from and back to her credit cardThe refund was immediate on our end, but it may take a few business days to post to Ms***’s accountI have also followed up with the direct managers of the representative Ms*** interacted with to help improve our customer service.I have followed up directly with Ms*** by email about some of her other issues mentioned in this complaint I feel that some misinformation must have been conveyed at some point, as our annual memberships have full satisfaction guarantees at any point (literally days a year, including the date of purchase) during the year Though I have reviewed our call and email logs, I could not find any cancellation requests or refund requests prior to 12/5/2015, which Ms*** asked to cancel her membership online via chat We attempt to make it easy to unsubscribe from unwanted emails or phone calls, and upon request, we can remove payment profiles from a membership I have asked Ms*** for any further feedback she has so that I can look to improve our communication and customer service.I find it regrettable that we left Ms*** feeling she had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersIt is clear from the tone of this complaint that we missed the mark, and I apologize for that 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** ***
Date Sent: 11/18/1:44:AMRevdex.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.The response from Angie's list, while prompt, is naked in its contempt for its members' common senseThe response also does very little to resolve my complaint except offer shallow platitudesWhat a business model!...give Angie's list money and get contempt and insults in return!The roofing deal - I contacted Angie's List several times to report that I had not received a response from the businessThey insisted that I keep tryingWhen I finally did hear back from the business, the merchant refused to honor the deal and offer serviceIf this doesn't breach the letter of the terms I supposedly agreed to when buying this coupon, it sure the *** violates the spirit of itWhy is it that I have to argue, I ask once again, with a company whose sole purpose for existing is to promote better customer service?....why aren't you doing the decent thing and refunding my money when it's clear to you that the deal was not honoredAre you hurting that badly for revenue that $will break the bank?The reviews aren't anonymousI simply prefer to be addressed by my initials than my legal nameIf Ms*** believes that the meaning of the word "anonymous" is someone using a preferred nickname then I urge her to find the nearest dictionary and look up the definition of anonymous...it doesn't mean what she thinks it doesWould Angie's List also treat the member who prefers to use Jim instead of James or Katie instead of Katherine? If not, what is the basis for this policy? Does it only apply to "foreign sounding" names but not commonly accepted anglo nicknames? It's absurd and insulting and I demand that you quit hiding behind legalese and, again, do the right thing.Finally, the address thingI have previously provided to Angie's List a detailed description of my issue - I simply want ALL addresses and phone numbers purged from their files except my PO Box addressI would think this is pretty self explanatory...but maybe I missed something.Want to actually provide "top notch service" to this member? Stop paying lip service to good service and actually, you know, provide the promised serviceRegards,*** ***

July 8, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** 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 response We certainly take Mr*** and his concerns very seriously. As an advertiser on Angie’s List, Mr*** has a Client Success representative assigned to help with any problemsAfter looking into this matter, we do not believe that the *** *** program is negatively affecting his business in anywayWe value Mr***’s business and we are doing what we can to find mutually acceptable solutions. We will not be refunding him for his advertising fees, but we would like to work with Mr*** to find an amicable resolution and we will be having his Client Success Manager reach out to address all of his concerns and present an offer of resolution to his frustrations in this complaintI believe that if Mr*** would like to have a conversation with us, we can work with him to find an agreeable solution In short, I sincerely apologize that this customer has been disappointed with their experience with Angie’s ListWe hope that we can avoid any frustration as we continue to work together 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

August 1, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for updating this complaint response. Thank you for bringing Mr***’s desired resolution to our attention At this point in time, we have waived the 35% Early Termination Fee and retroactively cancelled mr ***’s contractIn terms of the portion of his advertising that already ran, Mr***’s advertisement was running as he agreed, and these payments were due for services rendered. Angie’s List will not be making any additional concessions for Mr***’s complaint 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*** was not happy with the level of success his advertisement brought him Thank you 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

August 9, 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’d like to start by offering a sincere apology to Ms*** for the poor experience in pursuit of her Big Deal refundAccording to our records, Ms*** contacted us on 2/1/to ask for a refund on her $deal purchase, which was made on 10/7/All Angie’s List eCommerce purchases have a Day Refund Guarantee. All member’s must request a refund within days of purchaseSince Ms*** has been working with a representative with Angie’s List to attempt to resolve her request, I have elected to make an exception to the Day Refund Guarantee and have processed Ms***’s $refund and the funds have been processed back to her financial institution I find it regrettable that we left Ms*** 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 List

August 13, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***, Thank you for bringing this complaint to our attention I’d like to first sincerely apologize to Mr*** for the frustration endured as a result of
receiving unwanted phone calls and emails Off Duty Fireman Pressure Washing is a highly rated company on Angie’s List due to consumer feedback, but Mr*** has made it perfectly clear that he is not interested in any further correspondence from us I have confirmed that Mr*** and Off Duty Fireman Pressure Washing have been removed from our call, email, and print mail lists In addition, we will be looking into the actions of our salespeople to ensure that we do not cause frustration to other companiesWe will follow up as necessary to train our salespeople and/or update our processesWe again are so sorry for this frustration Please tell Mr*** to let me know if he continues to receive any contactI’m happy to address any further concerns personally.Thanks again for the opportunity to respond Please let me know if you need anything further.Kind Regards,Jesse B@angieslist.comAngie’s List

July 13, 2016Indianapolis 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 I apologize for my delay in responding to the Revdex.com about this complaint.I first wanted to apologize to Mr*** for any frustration he has experienced during the sale or duration of his advertisement.On 4/18/2016, Mr*** electronically 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 Though we offer multiple formats for advertising, we can never guarantee lead generation or a certain number of phone calls per week Rather, we guarantee placement on our website, call center, and/or monthly publications.We have reviewed our sales process and customer service with Mr***, and we have agreed to waive our standard Early Termination Fee for the contract in light of any miscommunication in the sales processWe have also we have agreed to consider the contract cancelled as of 6/15/16, when Mr*** spoke with us regarding his concerns, and issue a refund for any payments since this date In terms of the portion of his advertising that already ran, Mr***’s advertisement was running as he agreed, and these payments were 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 we are sorry that Mr*** was not happy with the level of success his advertisement brought him. Thank you 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 have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Proof is in the puddinYou can look on Angies List reviews with the first were bad and say basically what happened to us with them only interested in is moneyWe paid the first months and here it is one year later and still the issues are not resolved after we have sent numerous e-mails, made numerous phone calls and to no avail and with no responcesWe had one call from Angies list for work they wouldnt contact us so I said drop them from automatic payment until they contact us and resolve the issues Yes we go calls but not for work or help; we got calls from financial dept, go figure They keep referring to *** *** was the previos owner under Majestic Masonry, not *** *** and Masonry which the company was renamed when turned over We had trouble from the beginning with Angies List between the two companies which are not the same and tried to get it fixed but they never listened or changed and was sending *** *** emails that should have gone to Majestoc Hardscapes email address and also took money from *** ***'s personal bank account which they had no authorization to do so and it took over months to get the moneyh back in his account *** *** is lead mason, master at masonry, and does work for my company but is not my company or have any ties to the business other than working for it and this was when *** called and cursed at them and they are using against this company and not taking res\ponsiblity for them doing wrong by this company As far as I am concerned, I am truely appalled by Angies List lack of professionalism and we have done nothing but try and work with them We have all the info of us trying to reach them with no retun anything unless they emailled us through *** or even a few times through our email even after they were told to contact us by phone I'm sorry but nothings true they stated on their response and we have still been dealing with the same thing this week
Regards,
*** ***

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: I have been advertising on Angies List since and just recently around May Angles List changed their website platform as well as the search methods as to how customers searched for businessesIt has since changed back due to complaints) what would happen is that people would log onto there account and then it would take them directly to a search where you would put in what you are searching for, ie air duct cleaning, from there it would take you to "deals" that companies put out to the clientsBut I am getting a bit ahead of myselfAround May of when this website change occurred we were mistakenly marked as a B rated company instead of an A also our deals that people could only look at were a B rating as well, it took many months of me complaining and calling multiple times per day to realize that there was an internal issue where the wrong category of grade was being weighted with the air duct cleaning categoryIn the interim I had not paid my bill until it was rectified, due to my immense loss of income because Angies List marketing was about 801/of our budget for workI plead with my account manager and her manager that I should be prorated or not charged at all, that AL broke our contract by falsely advertised us as a B rated company instead of an A for over months of our year contractThey said that they could extend my contract for another couple months at the same rate, a slap in the face if you ask meSo, I did not pay and they put an inclusion on our name and reviews (over reviews by the way) saying we are not cooperating with AL guidelines so we can no longer advertiseThey broke our contract and then demanded payment that is against what a contract is forI would like to remain on Angies List but do not feel like we need to pay for something that was portraying us in a hurtful and incorrect light to our potential clientsI have over pages of correspondence b/t myself and AL explaining in more detail as well as them admitting to the issue and apologizing over and over again, please let me know if you would like me to mail or can scan them into you.I would like to not be billed for the last months of my contractual payment, and waive any cancellation fees or any fees associated with early termination due to the fact that Angie's List broke our contract by falsely displaying *** *** as a B rated company for months instead of an A within the deals section as well as intermittently on the search page Then I would like to have a new contract reinstated going forward for current advertisement.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me However, I would like to add that I did, in fact, confirm that I wanted to cancel the services regardless of the customer representatives attempt to subdue me with a list of repairmen (which I did not utilize, as they were all unsatisfactory) A refund upon my original request in September would have gone a long way to show their good faith efforts to retain customers
Regards,
*** ***

June 15, 2016 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. I’d like to start by offering a sincere apology to Mr*** for any confusion regarding his membership. Our 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*** 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*** have any questions regarding his membership transactions, he can feel free to reach out to us directly and we will be happy to assist. I find it regrettable that we left Mr*** 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 ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***