Angie's List, LLC

August 17, 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 brought against our company I apologize for any unwanted contact that Mr*** received from our ad sales departmentI have confirmed that Mr*** has been removed from our call and email list. I apologize if Mr*** 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*** 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,
*** ***

June 9, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***, Thank you for bringing this updated complaint to our attentionWe appreciate the opportunity to respond to complaints against our company. I first want to take the chance to apologize to Mr*** for any confusion and frustration Mr*** is correct that I accidentally wrote “June” rather than “May” in reference to when his ads ran I have further reviewed the conversations Mr*** had with Angie’s List representatives As there is a chance the contract was not cancelled as early as Mr*** intended, we will consider the cancel date to be April 23rd even though the ads actually ran through May 12thThe outstanding balance for services rendered is therefore reduced to $ I apologize again for my mistake, and thank Mr*** for pointing this out We have been willing to waive our early termination fee We have also waived the last two weeks’ worth of advertising fees It is true that companies are not required to pay for advertising to show up in search results; however, they are required to pay to resolve contracts that they signed with Angie’s List As we held up our end of the contract, we ask that Mr*** upholds his obligations Once this balance is paid, *** Painting will once again be available in category searches.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

June 12, 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 the difficulties in pursuit of his Big Deal refundAccording to our records, Mr*** contacted us on 5/22/to ask for a refund of his purchase, which was made on 4/4/All Angie’s List eCommerce purchases have a Day Refund Guarantee that only applies if no work has been performed. All members must request a refund within days of purchase. Angie’s List offers to help resolve issues with service providers directly or helps facilitate an exchange for any refund request made outside of days I have reviewed Mr***’s specific refund request and deemed that an exception can be granted since the service provider scheduled appointment the appointment outside of days before confirming that he would not be able to complete the work. 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

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
1) I still feel they changed their company since our agreement If we had know this, we would not have signed the agreement.2) They should not have charged my credit card the cancellation fee which I did not authorize See attached email from BJ I was not invoiced.
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,
*** ***

Revdex.com:
There has been no response yetNot sure why I've had to choose one of these options
Regards,
*** ***

October 25, 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 October 7, and only used his membership once since he has joined. Mr*** agreed to automatic renewal on his account when he joined. His membership also informs him that his account will be automatically renewed on the date that ends his current term. Mr*** emailed Angie’s List on October 20, to request the cancellation of his membership. Mr***’s membership was set up to cancel at the end of the current paid membership term, which would effectively cancel his membership on October 19, 2017. Angie’s List sent Mr*** an email confirmation of his cancellation on October 20, 2016. Mr*** did not request a refund of his membership at any point in time. With that being said, I have refunded Mr***’s membership, in the amount of $9.99, cancelling his membership effective immediately 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

March 16, 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 Mr*** for all the frustration he experienced It looks like Mr*** signed up in March of 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 thisPrior to this complaint, Mr*** did contact us on April 1, to request cancellation of his accountBased on our records, this request was mishandled by the representative he interacted with.Mr*** listed $as the disputed charge in this complaint for his renewal feeHowever, based on his comments and lack of search history, and as an apology for the frustrating experience, I have refunded the $charge from his renewal as well, totaling $being returned to Mr***’ PayPal accountMr***’ account has been cancelled and I have also followed up with the direct managers of the representative Mr*** interacted with to help improve our customer service.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 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 B***Angie’s List

November
3,
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 frustration regarding
our auto renewal programThis 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, and we employ customer-friendly refund policies for situations
such as thisThe following notification appeared on the online “Join” page
that Ms. ** used to sign up for a membership through our website on 10/29/2013:
Continuous
Service Membership: To ensure uninterrupted service, all Angie's List memberships
are renewed automatically, using the credit card on fileAll of our annual
memberships are renewed at the current membership rate on the first day of the
month in which the current membership term ends, while monthly memberships are
renewed at the current membership rate on the date in which the current
membership term endsYou may cancel at any timeAnnual memberships are backed
by our 110% money back, satisfaction guaranteeSorry, no refunds for monthly
memberships
Additionally,
this information is included in the welcome packet that is sent to the member’s
home after signing up.
Ms
** contacted us via online chat on 10/31/requesting cancellation. Our representative offered a 50% refund, in
conjunction with paper billing, which is an alternative to future automatic
renewalWe do have alternatives to automatic renewal, including reminder
emails and paper billing, which can be added to a member’s account based on
their individual preferencesUpon receipt of this complaint, I have refunded
the full cost of her membership, in the amount of $35.00, and cancelled her membership
I
find it regrettable that we have failed Ms**We strive to provide top-notch
service to our membersI hope that Ms. ** will give us the opportunity to win her
confidence back in the future. Again, we
sincerely apologize for any frustration this caused
Thanks
again for the opportunity to respond to this complaintPlease let me know if
we can provide any further information.
***
Angie’s
List

September 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 she mentions regarding her Big Deal refund requestThe representative she initially communicated with was correct to offer assistance prior to issuing her refund outside of our Day Refund Guarantee and provided information regarding potential next steps to avoid a refund. It appears that there may have been some confusion regarding the Day Refund Guarantee and the options available to Ms***. Ms*** was not outright denied a refund for her purchase. Angie’s List wants to offer other options prior to moving forward with the refund Ms*** provided great feedback on her interaction with the company she purchased her eCommerce offer though. The information provided suffices for an exception to the Day Refund Guarantee. A refund was an option, however Ms*** indicated that she still needed the work performed for the service she purchased. After reviewing Ms***’s interaction, the email correspondence with the representative she was working with may not have clearly presented this information to Ms***. I have notified this representative’s manager to provide coaching to prevent this from happening in the future Unfortunately, Ms*** has elected to initiate a dispute with her credit card company, which puts a freeze on the funds paid to Angie’s List until her credit card company has completed their dispute process. I would have processed Ms***’s refund, however I cannot move forward with the refund now that the dispute with her credit card company is in process. If Ms*** lifts the dispute with her credit card company and reaches out, I would be happy to work with our Accounting Department to issue her refund I would also like to apologize for any confusion regarding advertising service providers on Angie’s List. The companies that advertise with Angie’s List are not sorted by the amount of money they pay for their advertisements. Companies and Angie’s List enter into agreements that are going to work best for a company’s marketing needs. Advertised companies will be listed above non-advertising companies, however they amount of money paid does not determine their positioning on the list with other advertisers. I have personally attempted to contact Ms*** to work to resolve her concerns. I have provided my contact information to Ms***. Should Ms*** wish to provide additional feedback and seek assistance in resolving her request, she may contact me directly for assistance 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 membersWe would have happily reviewed the situation and addressed Ms***’s concerns had she continued to communicate 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 M*** Angie’s List

July 7, 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 apologize for my delay in responding to the Revdex.com about this complaint I’d like to start by offering a sincere apology to Mr*** for the frustration he mentions in his complaint On June 22nd, Mr*** purchased a $Ecommerce voucher for services with *** *** *** ***As a review based website, Angie’s List gives the opportunity to provider’s who have earned a high grade to advertise and offer discounted services to our membersThe vetting process is based on recommendations by other members in the member’s area and providers must maintain an A or B overall grade to continue to offer these servicesAngie’s List does not maintain authority or control over these providers and is not an appropriate party to determine what a business should charge for servicesWith that in mind, Angie’s list is not able to refund a member what they have paid directly to any service providerWe have refunded Mr***’s $Ecommerce purchase and have offered to refund his full membership fee as wellHis review on the provider also remains to warn other members about his experience That said, Jesse B*** is working with Mr*** directly to assist as much as possible through our processes 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 membersWe are very sorry for the frustration and trouble Mr*** 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

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,
*** ***

August 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’d like to start by offering a sincere apology to Ms*** for any frustration with her membership, including any emails she may have received regarding her membership I can confirm that Ms*** contacted Angie’s List in October and requested to stop future emails from Angie’s List. Angie’s List recently transitioned to a new website. This transition also marked the release of our ‘Digital Pub’. The emails that Ms*** refers to is the ‘Digital Pub’ and notifications of the changes to her membership, which is valid through and set to expire and cancel on September 13, 2016. Angie’s List did not offer an option to unsubscribe from the notifications of the changes to memberships, as we felt it was extremely important for members with active memberships to understand their membership entails. The ‘Digital Pub’ could not have been unsubscribed from in October 2015, as it was not available at that time As Ms*** has requested, I have taken the necessary steps to ensure that Angie’s List will no longer utilize her email address for communication. I have removed Ms***’s email address from her profile to avoid future email sends. There are prepopulated email lists in place that could result in Ms*** receiving another email this week, however any email correspondence after this week should not be an issue for Ms*** We are very sorry to see the miscommunication involved in this complaint, and we are sorry to lose Ms*** as a member as of September 13, 2016. We would welcome Ms***’s business in the future, and hopefully this response serves to clarify any misunderstanding 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
Had I not told the person who enrolled me last year that I did not want to be automatically renewed I would accept this. As of this date I have received no refund from Angie's List nor any communication as to why this has not been processed. I could not/would not recommend this company to anyone as they do not have the ability to give you the information that you are trying to find in Muskegon, Michigan from Indiana. I have given up on getting this money back but do want others to know what they are dealing with. This business was once owned by a local woman in Grand Rapids, Mi. and it has gone steadily down hill since
Regards,
*** ***

Thanks very much for the opportunity to respond to this review. I have contacted this member personally to help work through the problems she mentioned in this complaint. At the root of her issue is our lack of data in her part of the country. Though she did not request it, I
processed a full refund of her membership and thanked her for giving us a try. We look forward to receiving more reviews and building up the network of listed providers in her area. She has my direct contact information and I'd be happy to speak to her again personally if any issues are unresolved. Thanks again for bringing this to our attention and allowing us to respond. Jesse B***

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 with this resolution.]
Regards,
*** *** We do not accept the reasons stated by Angie's list. First of all the agreed upon number of months was 6. Not a year. And they did tell us they would wave the (12) month min sign on if we would agree to six months and the free store front thing. But they never did anything to ( out store front) Tell them to show us what they did for our (store front) while we where on their site. Show a dated post of our (store front)That they said they provided. None of our customers could ever find itUN

May 23, 2016Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***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 companyI apologize for the delay in my response.On 3/22/2016, Mr*** and Mr*** electronically agreed to advertise with Angie’s List for one year per the attached agreementWe 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 website.We have reviewed our sales process and customer service interactions with Mr***In light of any misunderstanding or customer service issues over the duration of his advertising, we will consider his advertising contract cancelled as of 4/27/and have agreed to waive our standard Early Termination Fee for the contractIn terms of the portion of his advertising term that already ran, Mr***’s advertisement was running as agreed and these payments were due for services renderedAny payment for services after 4/27/will be refunded back to Mr***, but no refund will be issued for the previous month.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 Ms***’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 ***Angie’s List

October 18, 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 difficulties in pursuit of her Big Deal refundAccording to our records, Ms*** contacted us on 3/20/to ask for assistance with her purchase, which was made on 7/25/All Angie’s List eCommerce purchases have a Day Refund Guarantee. All members must request a refund within days of purchaseMs*** was contacted on 3/25/regarding her request for a refund outside of days. Ms*** responded to the initial email sent, but has not followed up with Angie’s List since 3/28/2016, which resulted in her case being closed, as she accepted an exchange toward another purchase. I have reviewed Ms***’s specific refund request and deemed that an exception can be granted due to the scheduling issues Ms*** experienced with the service provider. I have processed Ms***’s refund at this time 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 M*** Angie’s List

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,
*** ***