Angie's List, LLC

July 9, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our
company I’d like to start by offering a sincere apology to Mr*** for any frustration this process has caused. Mr*** purchased a Big Deal from the company Kwik Dry Carpet CleaningMr*** contacted us on 7/6/2015, requesting a refund on the Big Deal he purchased, due to a forced upcharge on the company’s partBecause the company is claiming that they did perform roughly a half hour of services prior to leaving Mr***’s home, we hold them responsible for their poor interaction with Mr***, and cannot automatically issue a refund However, we initiated our complaint resolution process to bring the complaint to the company’s attention, and facilitate a resolution Yesterday, on 7/8/2015, Mr***’s case manager reached out to him to help get this process started We are more than happy to lend whatever help we can throughout this process I can definitely understand Mr***’s frustration, and we are reviewing the case carefully I would ask that Mr*** give our established process time to work in this situation.I find it regrettable that we left Mr*** feeling he had no recourse but to contact the Revdex.comWe always want to provide top notch service to our members, and our processes are designed to help members with disputes about poor work In this case, we cannot process an immediate refund, but will work to help Mr*** achieve satisfaction. 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

September 27, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for the opportunity to address this complaint response I’d like to start by offering a sincere apology to Mr*** for the frustration he mentions in his complaint I apologize for any confusion regarding Mr***’s initial complaint. I did not realize that Mr*** was indicating that he spoke to an Angie’s List representative when he indicated that he spoke with the service provider’s supervisor. Mr*** did in fact speak with a sales representative who works with the service provider to set up, run, and manage their eCommerce offers through Angie’s List. This representative did not instruct the service provider to take any specific or direct actions regarding Mr***’s complaint. The representative gave Mr*** the same options that were presented to the service provider. The options provided were to cut down the time included from hours to hours, to pay for the full service provided above and beyond the deal, or the member can utilize the deal for the landscaping services included in the offer. In short, the member and service provider were both presented with options to resolve the issue. However, upon investigation, it became clear that these options were not presented until the work had already been completed and was not discussed by the service provider on the front end of the transaction. Angie’s List also has strict policies in place that prevent our sales representatives from speaking to members, as there can be a conflict of interest. With that being said, I have elected to move forward with a partial refund of $112.50, as Mr*** requested. Mr*** should see this refund post back to his credit card within the next few business days 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 M*** Angie’s List

September 11, 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 Mr*** initially joined Angie’s List on 6/19/Mr*** has not contacted Angie’s List to request a cancellation that I was able to find. Currently, Angie’s List does not provide refunds for automatically renewed memberships beyond days of the renewal. With that being said, I am unable to process Mr***’s refund of $due to the multiple disputes he made through PayPal and Discover. Once an investigation into a charge is started, the funds are frozen until all claims have settled. Mr*** will have to wait until his financial institutions have dropped all claims to be eligible for any type of refund Angie’s List seeks to offer top-notch customer service. I apologize that we left Mr*** feeling that he 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

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

April 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 Ms*** for any frustration or confusion regarding her membership At this point in time, I am only able to locate one email contact from Ms*** that was sent to our Customer Service Department today, 4/12/2017, at 9:27AM. This email request to cancel her membership does indicate that she was having difficulty accessing the Live Chat option for cancelling her membership. I will be reaching out to our IT Department to look into any issues we may be experiencing with our Live Chat option. At this time, I have set Ms***’s membership up so it will not renew. Her membership will expire on 4/13/2017. We are sorry to see Ms*** go as a member 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

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

August 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 At this point, Mr*** has not paid for the past months of services rendered and has been sent to the collections agency Angie’s List uses to recover funds not paid for services rendered. Our internal collections team has proactively cancelled Mr***’s advertising contract and placed a notice on his profile for ‘Non-Payment of Advertising’. Mr*** will be responsible for paying for the months of services rendered Angie’s List has elected to waive the early termination fee and deducted the early termination fee from the amount Mr*** currently owes to Angie’s List for the months of services rendered that have not been paid 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 Mr***’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 find that this resolution is satisfactory to me. The refund I requested has already been deposited into my bank account.Forgive me if I sound presumptuous, but I would strongly recommend that Angie's List discontinue the Scorecard program It does in fact change their business model of acting as a passive conduit of consumer reviews into the role of active participant I thoroughly understand the requirements for the Scorecard as I have been in touch with my Angie's List sales reps on a regular basis and the project manager who was in charge before and after the roll out Scores are heavily weighted toward Angie's List advertisers who will 'pay to play' and have virtually nothing to do with the performance of the business
Regards,
*** ***

February 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 Ms*** for the difficulties in pursuit of her Big Deal refundAccording to our records, Ms*** contacted us on 1/28/to ask for a refund of her purchase, which was made on 12/1/All Angie’s List eCommerce purchases have a Day Refund Guarantee. All members must request a refund within days of purchase I have reviewed Ms***’s specific refund request and deemed that an exception can be granted due to the scheduling and communication issues Ms*** experienced with the service provider. I have processed Ms***’s refund at this time and sent her a follow up email to confirm this information 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

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,
*** ***

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

April 10, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to tell our side of the story regarding
complaints brought against our company.First, let me begin by offering a sincere apology for the frustration and concern that this has caused Mr*** The information offered on a landing page is a glimpse of what is available on Angie’s List. This information is pulled directly from the List and will include companies that are listed in specific categories that may have reviews in that category or other categories relating to the overall work that they do. Additionally, if the provider services the member’s area, regardless of how far away they are from the member, they will show up in search results for members. If Mr*** would like to provide what specifically he was looking for, I can do some research to ensure everything is functioning as intended on our end. Mr*** contacted Angie’s List on March 24th, indicating he wanted to cancel his membership. His membership status was changed to ensure that no further monthly fees would be charged. Mr*** did not indicate to us that he wanted a refund. I have refunded Mr*** in the amount of $3.00. I find it regrettable that Mr*** was left feeling no other recourse than contacting the Revdex.comWe strive to provide top-notch customer service to our members and it is clear from the tone of thiscomplaint that we have missed the mark. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind Regards, Mindy O***Angie’s List

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

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 first wanted to apologize to Ms*** for any frustration she has experienced during the contract renewal process I have reviewed customer service interactions with Ms***Victoria J*** and her manager, Andrea L*** have both been working with Ms*** to attempt to set up her contract satisfactorily. These contracts are dictated by our Legal Department and must adhere to certain guidelines and verbiage. We have made concessions to include the zone information into Ms***’s contract, which has caused the verbiage of the contract to be reorganized into a different format. The same verbiage from her previous contract still exists and the zones have been added accordingly, as Ms*** has requested. I have addressed the concern with Victoria J*** and Andrea L***. They would be happy to speak with Ms*** to help get her contract signed and her advertisements renewed In short, I sincerely apologize that this customer is disappointed with their contract renewal experience with Angie’s ListWe strive to provide top-notch customer service Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, Jesse M*** Angie’s List

January 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 respond to complaints against our
company On 11/5/2016, Mr*** renewed his advertising 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 renewal process or any issues with customer service, Angie’s List will consider Mr***’s contract to be terminated as of 12/13/2016. We are currently in the process of waiving the 35% early termination fee and issuing a refund for the early termination fee and overpayment that was charged during the cancellation process. This may take a few business days to process 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

May 2, 2016Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***
***, Thank you for bringing this updated 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 1/17/2016, Mr*** electronically agreed to advertise with Angie’s List for one year per the attached agreementWhile Mr*** did contact us requesting to cancel his advertising shortly after signing his contract, he spoke to Account Management representatives who assisted with addressing his concerns and chose to continue advertising at that timeHowever, we agree that Mr***’s payment for March was deducted while we were still processing his cancellation request, and we have issued a refund of $for this payment and waived the Early Termination Fee of $849.60.I sincerely apologize that Mr*** is disappointed with his experience with Angie’s List We always want to do our best to satisfy any customer However, we did deliver to the extent that our contract with him as promised, and have not changed our position regarding a potential refund for February’s paymentNo further refunds or considerations will be granted in this case.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 4, Attn. Re: Complaint Case # *** , Thank you for bringing this updated complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company. I want to apologize to Mr*** *or any miscommunication or misunderstanding. We are not asking him to continue to pay for advertising, or to continue his relationship with Angie’s List. In light of the issues he has mentioned, we have agreed to waive the 35% Early Termination Fee that he agreed to as part of his contract. The only amount of money that Angie’s List will not refund is the amount to pay for Mr***’s advertising that ran just as we advised it would when he signed a contract with us. As these services were rendered, we still do not feel a further refund is owedIn short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListThough our policies and products may change, as with any business, we still honored our advertising agreement and will not refund a payment for services already rendered 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 4, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint response to our attention Angie’s List would like to thank Ms*** for the feedback regarding the transition to a new membership model. Ms*** did cancel her membership and start it anew, which would explain why the automatic renewal occurred on her membership. Each time a member joins or renews an expired membership, it defaults to automatic renewal, as indicated in the membership agreement Ms*** agreed to upon renewal. I apologize for any confusion or inconvenience this may have caused Ms*** Angie’s List made the changes known to all members. I’m sorry if Ms*** missed the emails that were sent to her email address on file regarding the changes to her membership, but they were sent to all members, including Ms***. Angie’s List upgraded its paying members to the next appropriate tier at no additional cost to the member because it is simply customer service friendly. Most Angie’s List members enjoy receiving additional perks and services at no additional cost to them. The option is available to and was exercised by Ms*** to downgrade her membership and receive a refund of her recent automatic renewal fees 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 31, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story
regarding complaints filed against our company. I’d like to start by offering a sincere apology to Ms*** for any confusion regarding her membership All of our memberships do default to an automatic renewalOur auto renewal program was implemented as a result of member feedback indicating it would be convenient to renew without being required to call or mail in a request to do soWe acknowledge that with every improvement, we run the risk of offending a small portion of our membersSome people, caught off guard when their renewal goes through, clearly do not benefit from this intended convenienceBecause of this, Angie’s List strives to make sure that each member has the opportunity to learn about the program prior to paying for a membershipWe also email members prior to the renewal date to notify them of the upcoming charge Ms*** joined Angie’s List on March 30, and joined as a ‘Basic’ level member for $with a promo code for a 20% discount, which discounted from the rate of $9.99. Ms*** agreed to automatic renewal on her account when she joinedHer membership also informs her that her account will be automatically renewed on the date that ends her current termWe do apologize for any confusion that we may have inadvertently caused Ms***, and because of her frustration we have cancelled her membership and refunded the $automatic renewal chargedMs*** will not be charged in the future 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 Ms***’s trust in the future and work with her again 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