Angie's List, LLC

July 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 confusion or frustration regarding her membership and her preferred methods of cancellation Ms*** purchased a one-year membership to Angie’s List in and has been a member who renewed annually every year. All of our annual memberships purchased online default to automatically renew for one year at a time at the end of their originally purchased term. This is presented both in the membership agreement which must be signed prior to using our website, but also in our new member informational email, and in an email we sent shortly before the time of renewal. There should have been other emails, as well, letting her know that as a long-term member, she was receiving our new Gold membership (which sells for $99.99/yr) for her original price, which worked out to $per year. I apologize if Ms*** experienced issues with our chat feature on the website. I do want to confirm that we received an email request from Ms*** today, 7/29/2016, requesting to cancel her membership As Ms*** has requested, I have set her membership so it will not renew at the end of her current term, which expires on 10/30/2016. Ms*** will still be able to use her membership through this expiration date. Should Ms*** choose to renew as a member again in the future, she should know that we actually do have many ways to cancel one’s membership, including calling (866) 625-5478, emailing us at [email protected], or even chatting with our customer service on our website 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 do now offer a free membership option if she only occasionally needs to look up information on providers 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

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 give our side of the story
regarding complaints filed against our company. I apologize for the delay in my response I first wanted to apologize to Mr*** for any frustration he has experienced during the sale or cancellation of his advertisement On 10/29/2016, 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. We have reviewed our sales process and customer service with Mr***We have agreed to waive our standard Early Termination Fee for the contract in light of the customer service issuesWe will also retroactively cancel the advertising agreement to April 26, and issue a refund for the payments since this date 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

July 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 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 or frustration regarding his membership Mr*** was in contact with Angie’s List representatives on 7/21/multiple times. The different types of memberships, some of which are paid, were all explained to Mr***. Mr*** elected to have his paid membership downgraded to a free membership. His refund was issued and his account was switched over to a free ‘Green’ membership. At this time, Mr***’s complaint has been resolved 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 resolution would be satisfactory to me.
Regards,
*** ***

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 respond to complaints against our
company We certainly take Mr*** and his concerns very seriously and have been working with him directly to find an amicable solution for both partiesAs of September 14th, Mr*** has held discussions with his Client Success Representative, Chase B***Mr*** and Chase B***r were able to determine that Mr*** truly needs his own zip code, ***, included in his advertising. Due to any misunderstanding during the sales process that Mr***’s zip code would be included in his advertising, Angie’s List has elected to add the *** zip code in to Mr***’s advertising area at no additional cost to Mr*** for the duration of his contract 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 M*** Angie’s List

August 28, 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 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. I apologize if Ms*** somehow missed this email notification, which was sent to the email address on file: ***. Ms*** initially joined Angie’s List on 7/6/Ms*** agreed to automatic renewal on her account when she joined. Her membership also informs her that her account will be automatically renewed on the date that ends her current term. With that being said, Ms***’s refund of $16.99, effectively cancelling her membership, was processed on 8/22/per her request. Angie’s List seeks to offer top-notch customer service. I apologize that we left Ms*** feeling that she had no other option than to contact the Revdex.com Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, Jesse M*** Angie’s List

August 1, 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 8/1/2016, Angie’s List cancelled Mrs***’s contract to advertise with Angie’s List and has agreed to waive our standard Early Termination Fee of 35% of the contracted amount, which is included in every signed contractTo further clarify, Mrs*** 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 Mrs***’s trust in the future and work with them 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 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,
*** ***

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

March 10, 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 12/28/to ask for a refund of his purchase, which was made on 11/3/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 I have reviewed Mr***’s specific refund request and deemed that an exception can be granted as none of the actual work included in the deals purchased was performed by the service provider. I have processed Mr***’s refund at this time and sent him a follow up email to confirm this information I would like to offer an explanation on the confusion that resulted in Mr***’s experience and confusion regarding the Day Refund Guarantee. When Mr*** contacted Angie’s List, his request indicated that he was not happy with the service he received. Once work is performed, the Day Refund Guarantee is void. The Day Refund Guarantee was explained to Mr*** by Iann M***, who was offering assistance to Mr***. Once work is performed, the service provider who performed the work assumes financial responsibility for any refund that may result due to the quality of the work performed. Angie’s List offers our Service Quality Guarantee for Silver and Gold members making eCommerce purchases through Angie’s List. This guarantees the amount the member has paid for any Big Deal. A member must have a Silver or Gold membership at the time of purchase to qualify for the Service Quality Guarantee Angie’s List also offers our Complaint Resolution Process to Gold members. Green and Silver members are offered the opportunity to upgrade their membership to the Gold level to receive the Complaint Resolution Process. Mr*** was offered an upgrade on his membership to receive assistance through the Complaint Resolution Process. The Complaint Resolution Process is a mediation process that allows Angie’s List to step in and mediate a resolution between a member and service provider regarding the quality of work performed. This is a costly process for Angie’s List, which is why it can only be offered to paying Gold members. With all of that being said, I would like to apologize that the dialogue between Mr*** and Iann M*** did not get to the bottom of the issues for Mr***’s concerns about his purchase. Since none of the work listed in the deal was performed, a refund would have been authorized if Mr*** would have reached out to Angie’s List within days of his purchase. I am making an exception to the Day Refund Guarantee due to Mr***’s experience 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

March 2,
Indianapolis Revdex.com
** ** *** ***
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 this process has causedAngie Cash was a program
created so Angie's List members can take advantage of personal offers while
earning rewardsThis is our way of saying thank-you for taking advantage of varying
aspects of a membership
Mr** did contact Angie’s List in October
regarding the trouble he was having regarding receiving the fuel card. A supervisor followed up to have the card
resent, and it appeared on our end that Mr** had completed the process to
receive the gas card. I am so sorry he
has still not received it. I am putting
a physical gas card in the mail today to MrAi, and have also called to convey
my personal apologies. As a further
apology for the long delay, I have refunded Mr*** annual membership fee back
to him
I find it regrettable that we left Mr** feeling
he had no recourse but to contact the Revdex.com
Thanks again for the opportunity to respond to
this complaintPlease let me know if we can provide any further
information.
Kind regards,
Jesse ***
Angie’s List

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

May 25, 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 Ms*** for any frustrations or concerns regarding her membership, including her recent experiences calling in to our customer support.Ms*** is correct that she paid $for a four year membership on 5/12/However, due to a technical error on our end, this was not displaying correctly on her accountMs***’s account was updated to reflect the four year membership correctly on 5/18/16, but we also received both an email and a chat request from Ms*** to cancel the membership and refund the payment later on that same datePrior to Angie’s List receiving this Revdex.com complaint, the renewal fee of $was refunded in full per Ms***’s requestThis refund was processed on 5/18/and is immediate on our end, but it may take a few business days to post to Ms***’s account.I have followed up with the direct managers of the representatives Ms*** interacted with on her recent calls to us to help improve our customer service A supervisor of Member Care, Erin M***, has also reached out directly to Ms*** to apologize for the frustrations and provide her direct phone number and email address, in case we can be of any further assistanceAs a further apology for the frustrations and any miscommunication, we have extended out Ms***’s Premium membership for free for one year.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 sincerely 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

We have been in contact with customer directly since receiving this response. We had an amicable conversation to address the questions this customer posed. We hope the best for this customer in their future endeavors

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 was sold a year term membership to Angie's List with 110% money back guarantee and was told by an Angie's List representative I would receive the 110% of my purchase price, however after having to call back a week later to inquire about my money back guarantee, I was told a different story Angie's List should honor their 110% money back guarantee, nothing less
Regards,
*** ***

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

November 5,
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 frustration that she has endured as a result of being enrolled in our auto renewal program, and the difficulty we’ve encountered in locating the membership associated with her recent chargeThe 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, and we employ customer-friendly refund policies for situations such as thisThe following notification appeared on the online “Join” page that members see when initiating a membership:
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.
I sincerely apologize; I was unable to locate a membership based on the contact information provided with this complaintIf Ms*** could provide additional email addresses, phone numbers, or addresses to enable me to locate the account, I will be able to fully refund the charges she mentions and cancel any membership for her household
I find it regrettable that we have failed Ms***We strive to provide top-notch service to our membersAgain, we sincerely apologize for any frustration this caused, but I am unable to assist further without additional, alternate contact information
Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information.
*** ***
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,
*** ***

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