Angie's List, LLC

October 23,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN Attn*** ***
Re: Complaint Case # ***
***,
Thank you for bringing this complaint to our attentionWe appreciate the opportunity to
tell our side of the story regarding complaints filed 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:
* 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 to serve 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
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*** company has posted a response to the review in question
We do have processes in place if a service provider notifies us that he or she does not recognize the name/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 have them confirm that review a second time, at the request of the service provider.
Mr*** has been in contact with representatives at Angie’s List regarding this situation. On 10/16/2014, a representative initiated the reconfirmation processOn 10/17/2014, we contacted the member, at the service provider’s request. As of 10/23/2014, the member has not responded yetHowever, we will not remove a review at the request of a service providerWe encourage service providers to reach out to the member in a professional manner, to clarify their perspectiveThey can do so using the name and address provided through our website
I find it regrettable that we left Mr*** 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,
*** ***
Angie’s List

January 28, 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’d like to start by offering a sincere apology to *** *** for the poor experience with his membership, including dealing with our chat support when canceling his membershipI have called and spoken with *** *** directly to offer my help.Angie’s List memberships are backed by a satisfaction, money-back guaranteeThough our records from and do not indicate that we received *** ***’s calls or emails, our representative should have offered him a refund for his recent renewal when he asked to cancel via chat I have issued the refund for $back to *** ***’s credit cardIn addition, I have refunded the prior year’s membership renewal, as it doesn’t seem that *** *** was using the membership and he claims that he emailed and called us.I have also followed up with the direct managers of the representatives *** *** interacted with to help improve our customer service I have globally unsubscribed him from emails, and informed our email marketing team that he was continuing to receive emails after asking for them to stop 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 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 ***Angie’s List***

Angie's List has attempted to contact this customer to address all of their concerns listed in their complaint. At time, we have issued a refund for their annual membership fee that was recently charged and removed their credit card information associated with the profile. We have also
left direct contact information with an Angie's List supervisor to address the unwanted calls the customer indicated that they have been receiving. We hope to fully address and resolve this customer's concerns

We have been in touch with this customer and were able to hold a conversation regarding their concernsWe have apologized for the confusion that lead to this complaint, were able to come to an amicable settlement regarding their account

April 25, 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 company. I first wanted to apologize to Mr*** for any frustration he has experienced while advertising with Angie’s ListOn 9/29/2015, 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. Our advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the websiteThis placement appears to have happened as it was intended to, and as it was described during the sales processWe have reviewed our sales process and customer service interactions with Mr***In light of any confusion or miscommunication, we will agree to waive the standard early termination fee. In addition, we will consider Mr***’s contract to be cancelled effective 4/4/2016, which was the first time he mentioned cancelling his advertisementIn terms of the portion of his advertising term that already ran, Mr***’s advertisement was running as agreed, and this payment was due for services renderedAs such, no refund will be offered for the period during which the advertisement was runningAngie’s List does not have the ability to prevent reviews about our service on Google, and therefore I cannot comment on or explain Mr***’s experience with a separate companyIn short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service 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

October
31,
Indianapolis
Revdex.com
EWashington Street
Indianapolis,
IN
Attn
*** ***
Re:
Complaint Case # ***
***
Thank
you for bringing this complaint to our attentionWe appreciate the opportunity
to tell our
side of the story regarding complaints filed 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:
* 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 to
serve 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
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. Additionally, we allow each service provider
to respond to any reports they receiveThe service provider that Ms***
reviewed, *** *** ***, has posted a response to her report to share their
side of the story
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
meritWe are not in a position to determine who is right and who is wrong, as
we were not involved when the interaction took placeWe do not remove reviews
at the request of service providers, and we do not remove provider responses at
the request of membersIf Ms*** ever determines that she would like to
remove her review from the website, the correlating response would also be removed
I apologize that the response posted by
*** *** *** are distressing to Ms***I find it regrettable that Ms
*** 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 as neutral as possible
Thanks
again for the opportunity to respond to this complaint, and please let me know
if we can provide any further information
Kind
regards,
Anna
***
Angie’s
List

September 23, 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 *** *** for the frustration this process has caused. *** *** purchased a Big Deal from *** *** ***, on 8/12/ We were not aware of any problems with the purchase until *** *** reached out to Angie’s List to request a refund on 9/19/15. I appreciate *** *** providing background information to explain the delay in reaching out to Angie’s List I apologize that we seem to have provided a confrontational response to her request Our Day Refund Policy exists to encourage members to keep Angie’s List aware of any problems as they develop, so that we can reach out to make the situation right.In light of MsHayes’s extenuating circumstances, we have offered a refund of her $purchase.I apologize again to *** *** that she had this poor experience with her Big DealWe strive for top notch customer service, and we have clearly failed in terms of our communication on this matter. 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

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.Mr***,Thank you for your explanation of Angie's List position on my complaint Your company is a valuable resource for both small businesses like my own, and to your membership Reviews by Angie's List customers that have used our services, good or bad, help potential future customers for our services decide on whether to use *** ** Likewise this exchange, will shed light on how you conduct business with a business that signed up for an advertising agreement with Angie's List.The facts, backed by numerous emails and phone conversations between Angie's List and *** **, are the following: - The Angie's List sales rep told me I would have national exposure in your markets He mentioned this on the phone and in subsequent emails to me after the advertising contract was agreed upon In discussion, your sales rep referenced multiple times, an AL advertiser, a competitor to our own services, as an example of how our service would appear in all of Angie's List local markets In phone conversation, I told the sales rep I did not need an advertising service for the local StLouis market, but would agree to a contract if national exposure was given, with the same agreement as between Angie's List and my competitor.- The national presence for our company did not happen Your account management team for my account then suspended the advertising contract for months while it worked with Angie's List operations to provide my company with the advertising exposure agreed upon They told me the problem was fixed, restarted the contract, but then said the service would only be available if I met certain conditions, which I met Then I was told that Angie's List upper management was changing its model for these type service agreements, was moving away from giving small business a national exposure if they did not have local presence However, the national exposure DID WORK for weeks The account management team was surprised Then after weeks, it stopped and was not resumed - Then the account team offered *** an advertising arrangement for Midwestern Markets (Chicago, Memphis, Des Moines, Kansas City and StLouis) and that the service would be turned on by October 22nd This did not happen, either, by October 22nd.- The account management team agreed to refund my last months of service, and waive cancellation charges I received only month's refund and cancellation charges were waived The result is that I paid approximately $1,for a promised service that was available for only week out of the past months.- Angie's List does not give small business advertisers access to its billing department, operations, or upper management All communications goes through the account team, and the account team, though a customer advocate, really has little power in this instance of giving the customer what Angie's List initially promised. If you agree to lease a BMW automobile, expecting BMW quality, but instead receive Yugo service and performance, I think you would be dissatisfied and expect a refund.
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.
Regards,
*** ***

September 21, 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 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*** joined Angie’s List in and has been an active user of her membership since she has joined. Ms*** 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*** was grandfathered into the highest membership tier available due to her loyalty to Angie’s List. Ms*** 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 $99.99. 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*** 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*** 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*** 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*** 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
Once again Angie's List has a problem with saying one thing but doing another:1) When I first called to cancel my membership with Angie's List, I was told by Logan that I would receive my money back ($58.00) plus 10% under Angie's List 110% money back satisfaction guaranteeNow Angie's List says I will only get a fraction of my money back plus 10%.2) Even after stating in the response to my Revdex.com complaint I would receive a check for $plus 10%, I have only received a check for $ It did NOT include the 10% as promised.Angie's List needs to keep their word and refund my money ($58.00) plus 10% ($5.80) as they promised when I purchased their service
Regards,
*** ***

October 7, 2015Re: Complaint Case # ***Peggy, 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 I first wanted to apologize for any frustration or misinformation in
the past Ms*** is indeed a Premium member of Angie’s List, and as such is entitled to a $rebate on an ecommerce purchase made through Angie’s List I believe there was originally some confusion about this, as Ms*** received a previous rebate check in April of this year However, we award rebate checks based on membership renewal date, not calendar year, so as of this summer, Ms*** was indeed eligible for this second $rebate.I apologize for the delays caused by confusion However, on September 25th, we did cut a new $check and mailed it to Ms***, at the address she gave for this complaint She hopefully has already received the check, although as of this morning, it had not been cashed Please share my personal email address with Ms*** If she has not received the check, I would be happy to work with her to get the check reissued I find it regrettable that we left Ms*** feeling no other recourse than to complain to the Revdex.com We always aim to provide top-notch service to our members, and in this case we have clearly dropped the ball.Thanks again for the opportunity to respond to this complaint Jesse ***Angie’s List

November 10, 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 apologize for the delay in my response.I’d like to start by offering a sincere apology to Mr*** for the frustration this process has caused. Mr*** contacted us very quickly after he ran into problems using the deal he purchased with Coastline Painting Professionals When he called in, our representative attempted to contact the company on his behalf to help with any problems Our notes indicate our representative believed Mr*** was not yet requesting a refund We greatly apologize that she misunderstood Mr*** in this way.We have attempted to refund the $2,purchase back to Mr***’s PayPal account Unfortunately, we were not able to process the refund, as the amount showed as currently being in dispute Angie’s List is not attempting to fight the disputed amount, and at the end of the dispute Mr*** will receive his money back Alternatively, if he contacts PayPal to end the dispute, and then reaches back out to Angie’s List after the dispute has ended, we can then process the refund, which may be quicker for Mr***.Mr*** has purchased an additional Big Deal since filing this dispute, so I did not want to cancel his membership and leave him unable to use this service he had purchased However, I did want to help make amends for the customer service problems we caused Mr*** As a result, I have left his membership active until (as it was originally a four-year membership), while refunding the full four years of membership fees back to his PayPal account 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 Though we certainly must have misinterpreted his request when he called in to ask for our help, we never intended to make it difficult for him to receive his refund We hope we can earn back Mr***’s trust and allow him to continue his membership with us. 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

March 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, 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 discussI 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 view Specifically, 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 Ms***’s company has posted a response to the review in question, to explain her company’s perspectiveMs*** supplied that response as a part of our Complaint Resolution ProcessAngie’s List does not offer arbitration Ms*** has been in contact with representatives at Angie’s List regarding this situationAngie’s List was notified on 2/9/that Ms*** intended to pursue litigation against a member because of their reviewOn 2/19/15, we contacted Ms*** to explain our policy against suing members because of their feedback, and advise her of possible penalties if she moved forward with litigation against a member because of a reviewMs*** was also provided with a copy of the Service Provider Agreement that she agreed to when registering her company on our website on 9/24/When a company creates or claims a profile on Angie’s List, they must agree to the Service Provider Agreement before the website will let a company move forward Additionally, if situations like this arise, we contact service providers who may not be fully aware of our procedures to clarify any questions they may haveWe feel it is important to make companies completely aware of our policies so they can make an informed decision as to how to proceedThis was clarified via phone conversation and email to Ms*** on 2/19/ On 3/17/15, we received a copy of Summons for Civil Court that had been initiated by Ms*** against the Angie’s List member because of her reviewBecause Ms*** was fully aware of our procedure and is moving forward with a suit in regards to an Angie’ List review, we proceeded with removing her advertising and Super Service Award, excluding her from category and keyword searches, and placing a notice on her company’s profileOn 3/20/15, we confirmed with Ms*** that this action had been taken by Angie’s List Because Ms***’s company is moving forward with taking a member to court over an Angie’s List review after being warned of our policy, the exclusion penalties will not be removed at this timeIf the company provides documentation that they have stopped the lawsuit against the member regarding the review, then they can reach back out to us one year from the date that the lawsuit is droppedWe will reevaluate their profile at that time regarding the exclusionWe cannot guarantee that the exclusion will be removed at that time, but our policies state that the company is excluded for a minimum of year from the date the lawsuit is dropped. I find it regrettable that we left Ms*** feeling no other recourse than to complain to the Revdex.comHowever, we believe that Angie’s List has followed appropriate procedures meant to ensure we stay as neutral as possibleAt this time, Ms***’s company will not be placed back in category and keyword searches, nor will the notice be removed from her company profile, nor will the Super Service Award be restored 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

April 24, 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. I’d like to start by offering a sincere apology to Mr*** for the frustration this process has caused Mr*** purchased an offer from the company *** *** *** on April 13, Mr*** did speak with supervisor, Conor regarding his concerns. Conor did not lie to Mr***. Conor explained that there is a team that handles any questions regarding refunds related to offers purchased through Angie’s ListConor forwarded information to that team immediatelyfollowing his conversation with Mr***. Mr***’s refund was handled on 4/22/15. 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, Mindy O***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
I do not see any such credit on my Discover CardRegards,
*** ***

Hello,
In an on-going effort to resolve this complaint, we again contacted the reporting member, Charles Maue, using the information on file fo his Angie's List membership. Yesterday, we were able to speak with his wife, *** Philbin. She confirmed that she did use The *** ***, and that work was performed at a previous address, *** *** Place, ***, Missouri. On 12/22/2014, when Mr*** orginally submitted his request that we reconfirm this review, he responded in writing that his company records show he performed service at the address of *** *** Place, O' Fallon, Missouri for Andera Philban
We are also relaying this information directly to Mr***, but please feel free to pass this along to him as well
Thank you again for the opportunity to respond to this complaint, and please let me know if we can provide any further information
Sincerely,
Anna ***
Angie's List%

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 My complaint stated that their offered resolution (prior to contacting Revdex.com) was insufficientTheir response is to reiterate that same offerIt remains insufficient.
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
As long as there is no more money involved I am done with Angie's ListTo offer a service at a month with no guarantee of work is still absurdYour sales person was not clear on thatWe have a A plus rating she assured us the work would flow in at a steady rateTrain your employees to explain there is no guarantee of work and see how fast you DON'T sign people up!I would never recommend your company to anyone.
Regards,
*** ***

December 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 respond to this customer’s additional comments As stated previously, Mr***’s concern over various categories was specifically related to Angie’s List eCommerce programs, which are completely separate from his advertising campaign. Mr*** received services from Angie’s List, as outlined in his advertising contract. Mr*** disputed the charges for services received and refused to address the debt with our internal collections team. Mr***’s debt has now been turned over to a third party vendor to collect Until Mr*** pays the amount owed in full, the notice on the profile for ‘Non-Payment of Advertising’ will remain. Angie’s List does not delete any company profiles, but does reserve the right to remove the company from keyword and category search results when a company has a notice placed on their profile I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service. 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