Angie's List, LLC

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

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,
*** ***

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 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

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

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

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

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

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***

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

We have been in contact with this customer to resolve this complaint. At this time, the customer has received their refund and the complaint has been resolved. We look forward to maintaining a great relationship with this customer and continuing to serve their needs in future

June 1, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to
complaints against our companyI apologize for the delay in my response I first want to apologize to Mr*** for any frustration he has experienced regarding his advertisements with Angie’s List 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 early termination fee of 35% of the remaining balance of the agreementOur 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 commentary on our end regarding any promise of lead generationWe also did not find any customer service issues on our end as our Collections Representatives and Account Representative were in consistent communication regarding past due paymentsAs Mr*** mentioned, Angie’s List agreed to waive the December Advertising fee in an effort to assist as much as possible When an Advertising Service Provider is three payments past due on non-publication ads, Angie’s List will exclude the provider from category/keyword searchesWe informed Mr*** that his company would still be available through a search on the website, which his company is when searched for directly by nameHowever, Mr***’s company is not available in category or keyword searches due to non-payment for services providedWe are willing to reinstate Mr***’s advertising with an agreed upon payment plan if he would like to contact us directly In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service, and we are sorry that Mr*** did not get to experience a resolution to some of the problems he brought up 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

May 20, 2015 Indianapolis Revdex.com22 EWashington StreetIndianapolis, IN 46202Attn. *** ***Re: Complaint Case # ***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’d first like to apologize to Ms*** for the frustration she has experienced during this process. We strive to provide top-notch service to our members, and from the tone of this message, I fear that we have failed in this regard. Ms. *** is correct that she paid $for her deal when she bought it online on May 15th, when the appropriate price that an active member such as herself should have paid was $39.00. Ms*** called us on the morning of May 18th to let us know about this issue. She is correct that an error in our customer service software prevented the representative she spoke with from correcting this issue himself. However, with the correspondence she sent to us, we were able to work with our Accounting department to refund $to her credit card. This refund was processed on May 18th at 1:pm. It may take a business day or two for Ms***’s credit card company to reflect this refund on her statement.As a courtesy, I have refunded Ms*** in the amount of $for her most recent membership charge. Her membership remains active and is not set for a renewal until May 16, 2016. She also will still have access to her eCommerce rebate voucher, which could be used on the $deal that she purchased.I find it regrettable that we left Ms*** feeling no other recourse than to voice her concerns to the Revdex.com. We always strive to provide top-notch service to our members. Thank you again for the opportunity to respond to this complaint. Please let me know if you need anything further. Sincerely,*** ***Angie’s List

April 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 respond to complaints against our company
Mr*** purchased a lead generated online based on a
customer’s request. As Mr*** is
claiming that the information the customer submitted did not allow him to
contact the customer, we have issued a refund for this purchase.
We apologize for the miscommunication, as the individual who
had been in contact with Mr*** did not receive the email Mr***
maintains he sent. For ease of
communication, Mr***’s best point of contact with Angie’s List moving
forward would be our Business Center, who can be contacted at [email protected]
or 1-866-843-
In short, I sincerely apologize that
this customer is disappointed with their experience with Angie’s ListWe have
refunded Mr*** for his lead purchase, and look forward to continuing to
work with him in the future if he chooses to
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,
*** ***

Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # *** Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company. On 5/15/2015, *** ***
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 Angie’s List and *** *** agreed upon a special modified version of our standard contract which allowed for financing of the advertising fees owed to Angie’s List As a result, *** *** was being billed two months after each month of advertising ran Advertising fees that had not yet been billed to *** *** for services rendered were not included in the early termination fee that he paid Rather, he paid 35% of the unused portion of the contract in order to end the advertising relationship early.At this point, *** *** has paid for a total of four months of advertising However, his advertising ran for a few days past the four month mark before he requested to cancel his ad As a result, he still owes a small balance of $for the five days from 9/to 9/that his web advertisement was running.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of our contractAngie’s List and Champion Electrical Services had a binding agreement, and just as we have acted in accordance with our obligations, so must *** *** The fees that have been charged, and the small amount still owed, are for services rendered and the correct early termination fee for the contract that was signed.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

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

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

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