Angie's List, LLC

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

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

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

December 19, 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*** purchased a Big Deal throughAngie’s List on 11/25/from ***
***The Big Deal was $for up to hours of door maintenance.If additional work is needed, additional costs associated with those repairswould be relayed to the customer to determine whether or not to continue withthe jobAdditional costs would be paid directly to the service provider, notto Angie’s ListAngie’s List is unable to refund money paid directly to anothercompany. However, we contacted theservice provider on Mr***’s behalf, and received confirmation that*** *** will refund the charge to Mr*** As requested, I have issued a refund for thecost of Mr***’s annual membershipA total of $was refunded back tohis credit cardI have left his membership active, so he will have free accessto use his account for the remainder of the membership term, until 6/18/2015. 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 members Thanks again for the opportunity to respondto this complaintPlease let me know if we can provide any furtherinformation. Kind regards, *** ***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 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,
*** ***

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

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

January 7, 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 a Big Deal from the company *** *** Cn 9/21/Mr*** notified Angie’s List on 11/25/that the company had indicated the member was outside of their service areaWe reviewed correspondence via our messaging system between the provider and Mr***, and were able to see that the company contacted Mr***, indicating further correspondence would take place outside of our systemAlthough his request was received outside of the window of time specified in our 30-Day Refund Guarantee, we have issued a refund of the $Big Deal. 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 membersIt is clear rom 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, *** ***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

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

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 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 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 poor experience he mentions regarding the use of his Big Deal purchaseThe representative he communicated with was correct to deny his refund outside of our Day Refund Guarantee, but Mr*** failed to provide the details regarding his reason for requesting the refund, which would have confirmed that he used the service that was purchased. Mr*** left a review on *** *** Plumbing Service that confirms his Big Deal was used and that he had an overall good experience, rating the company with a ‘B’ overall grade. Since the work was performed for the Big Deal Mr*** purchased, a refund is not appropriate The Angie’s List ‘Gold’ level membership comes with a $eCommerce Rebate for any eCommerce purchase that is $or more in value. Mr***’s does not qualify for the eCommerce Rebate, as the Big Deal purchased was a ‘$Plumbing Service Call Plus Credit Toward Repairs’. Angie’s List cannot is the eCommerce rebate to Mr***, as his purchase does not qualify Mr*** did purchase his membership prior to June 8, 2016, when our membership options changed. He, therefore, does qualify for a refund of his membership, which he requested in the chat he had with our Member Care team on 8/16/2016. I have processed the refund for Mr***’s membership for the full amount he paid, which is $47.99. Mr*** used a promotional code when joining and received a $discount off of the $membership at the time of purchase 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. We do offer a free membership option for members should Mr*** wish to give Angie’s List another chance in the future 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 this customer regarding their ecommerce purchase. The customer's complaint is with the company that they purchased their offer with. The company is responsible for scheduling and completing the work or issuing any type of refund that would be necessary.
Angie's List has attempted to help this customer schedule with the company and is willing to continue to offer this assistance

February 3, 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. On 7/11/2014, Mr*** agreed to advertise with Angie’s List for one year per the attached agreementBefore Angie’s List will publish an advertisement, 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 cancellationfee. Upon receipt of this complaint, we investigated the correspondence that Mr*** had with Angie’s List representatives during the past few monthsAlthough Mr*** encountered customer service issues, his advertising did start as scheduled and ran as promised After reviewing the situation, we will waive the cancellation fee and retroactively back-date the cancellation to 12/8/2014. We strive to provide top notch customer serviceI sincerely apologize if we failed to deliver to the extent of Mr***’s expectations. 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

March 27, 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. Firstly I wanted to apologize to Mr*** for the frustrating experience in communicating with Angie’s List regarding his Big Deal refundMr*** purchased an Angie’s List Big Deal for $1,for Ceramic Tile Shower Remodel, Including Labor and MaterialsHe purchased this deal over a year ago, in January Although the promotional value of this deal has expired, the paid value has not expiredAll Angie’s List Big Deals are service vouchers that the company offer the deal is responsible forIn this case, *** *** is the company who holds the service voucherIt seems that *** *** has been misinformed, as they are required to honor the paid value of Mr***’s deal ($1,499) We would prefer to work directly with Mr*** and he has been contacted via voicemail and email by an eCommerce representative with options of how we can assistI would encourage Mr*** to contact his eCommerce representative directlyIf he chooses to do so, I’m confident we will be able to adequately assist him with his deal purchase 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, Andy H** 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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards, WI have been charged sense Dec ,Jan .Will I be refunded months $ ?
*** ***

June 2, 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 On 5/16/2016, Mr*** agreed to advertise with Angie’s List for one year per the attached agreement. We require each prospective advertiser to electronically 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 servicesOur advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website. We did look back through the sales process, and did not find that there was any misleading or confusing commentary on our endNeither did we find that any pressure to sign on the spot was offered. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreementMr*** was notified of early termination fee during the sales process that resulted in Mr*** electronically signing his contract. We apologize that we were not able to satisfy Mr*** during the course of his advertising relationship Since Mr*** contacted Angie’s List prior to his advertising contract going live to cancel the contract, Angie’s List is waiving the early termination fee and issuing a full refund to Mr***. Mr*** should see his refund process within the next few business days In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List 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,
*** ***

January 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 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 Unfortunately, I was unable to locate Mr***’s membership with the name, phone number, address, or email address provided in his Revdex.com complaint. I am happy to assist Mr*** with his cancellation if he will provide the information for his active membership. I have called the phone number Mr*** provided and left a voicemail with my contact information to help resolve Mr***’s request 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

January 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 respond to complaints against our
company On 8/3/2016, Mr*** started to advertise with Angie’s List for one year per an electronically signed agreement. We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee of 35% of the remaining balance of the agreement. In light of any improper expectations or information experienced during the sales process, Angie’s List has cancelled his contract, waived his early termination fee, and waived any balance that was owed at the time of cancellation. This was all completed on 1/17/2017. It would also appear that Mr*** does not understand the eCommerce program he referred to as the ‘Big Deal’. The Big Deal program is a lead generation program that allows service providers to offer a discounted service to membersThis program is a great way for a member to build a relationship with a service provider and become a repeat customer for future business. Each Big Deal offer is governed by a contract to pay Angie’s List a transaction fee for each offer/generated lead that sells. Angie’s List does not charge a percentage of the job completed at the member’s home, only a transaction fee for the specific offer that sells. This percentage varies based on the offer, but the 97% claimed by Mr*** is not accurate. Mr*** never participated in the Big Deal program We strive to provide top notch customer service, and we regret that Mr*** felt that he had no recourse but to turn to 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