Angie's List, LLC

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,
*** ***

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

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

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

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 $ ?
*** ***

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

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

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

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

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

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

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 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

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,
*** ***

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 12, 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. As you may know, Angie’s List allows consumers to post comments regarding experiences they have had with area companies. Angie’s List is a passive conduit for these comments, meaning the content is wholly supplied by our consumer members. Because other consumers rely on the statements made by each member, werequire each and every member to sign the following statement before submitting a report: * I confirm that the information contained in this Service Evaluation Form (i) is true and accurate and (ii) represents my actual first-hand experienceI acknowledge and understand that Angie's List is relying upon the accuracy of the information in order to serve other membersI confirm that I do not work for, am not in competition with, or am not in any way related to the service provider in this report. Assuming that our members are willing to attest to the truthfulness of each report, we allow positive and negative reports to be submitted to our forum. We do not remove reports at the request of service providers. Rather, we allow each service provider to respond to any reports they receive, to share their point of viewMs***’s company has posted a response to the review in question, to explain their company’s perspective. Even though the member did not hire ultimately Ms***’s company, a review simply detailing interactions is allowed within our review guidelinesAngie’s List does not act in the capacity of judge or juryRather we are a conduit through which information is allowed to passThus, the court of public opinion is able to decide which argument has meritAdditionally, the member is allowed per our reporting guidelines to state the name of the provider she worked with throughout her reviewThe employee mentioned in the review was interacting with the public as a representative of Fabric Farms, so there was no expectation of privacy. The employee’s last name is not included in the reviewBecause members are permitted to name the provider they worked with, we will not be removing the first name from her review. Ms*** has been in contact with representatives at Angie’s List regarding this situationI find it regrettable that we left Ms*** feeling no other recourse than to complain to the Revdex.com. Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information. Kind regards, *** ***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 22, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this updated complaint to our attentionWe appreciate the opportunity to respond again to this complaint I first wanted to apologize for misspelling Ms***’s name in our previous correspondence Though we maintain that Angie’s List was not at fault for the misunderstanding that we have already addressed, and though we did not see any updated information in Ms***’s updated complaint, Angie’s List will agree to waive one month of her advertising payments that are past due. This reduces the balance that is outstanding in order for Ms*** to remain within category search on Angie’s List. This amount is due very soon to avoid being sent to a third-party collections process, so we would encourage Ms*** to communicate with her client success manager to work out a suitable payment schedule promptly We strive to provide top notch customer service to members and service providers alike and regret that the consumer was disappointed with her experience with Angie’s ListWe delivered to the extent of our contractAngie’s List and Ms***’s company have a binding agreement, and just as we have acted in accordance with our obligations, so must Ms*** 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 and addressed their concerns. We have cancelled and refunded their membership to resolve their complaint. We hope this customer will consider using our services in the future should the need arise

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.I do not accept Angie’s List responseEach member is required to sign a statement that says their report “is true and accurate” and, in this case, it is NOT true and accurateThe member is lyingShe’s came up with two different stories to tell and she KNOWS both are NOT true and accurate, and Angie’s List KNOWS this tooThe documentation attached proves this.In October, 2014, the customer complained to her credit card company that she did not receive any quotes and the documentation attached shows numerous emails with quotes attached between her and our employeeThe credit card company agreed with our documentation and credited us back the chargeback. Since that didn’t work for the customer, in November 2014, she devised a story that she had to pay for an estimate and posted that to Angie’s ListThe document attached also shows the customer’s signature on the contract acknowledging she was paying for a one-hour in-home consultation, NOT an estimate. Both stories created by the customer are false1) She DID receive an estimate, and 2) she was paying for an in-home consultation, NOT an estimate. Angie’s List states they are a “passive conduit for these comments” although they allow and inaccurate information to remain on their websiteHow fair is that to a company that did nothing wrong? How fair is that to a company that provided documentation to prove the customer is wrong? It’s notAngie’s List is in the wrong.Regards,*** ***