Angie's List, LLC

December 30, 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 Ms*** for the frustration this process has caused Ms*** purchased a Big Deal from thecompany *** *** *** on 11/14/Ms*** notified Angie’s Liston 12/1/that the company had provided service at the incorrect addressWereviewed correspondence via our messaging system between the provider and Ms.***, and were able to see that she provided the correct address to thecompanyBecause the company had performed the work, we initiated our ComplaintResolution Process to allow the company to have the opportunity to correct thesituationThe company, *** *** ***, declined to provide a refundor additional service through that process Although we are able to see that Ms***provided *** *** *** with the correct address, we were unable todetermine how *** *** *** obtained her previous addressAlthoughunverified, it is possible that there was a glitch in our system which allowedthe company to see Ms***’s previous addressBecause of this possibility,we have issued a refund of the Big Deal today. I find it regrettable that we left Ms***feeling she had no recourse but to contact the Revdex.comWe strive to provide top-notchservice to our membersIt is clear from the tone of this complaint that wemissed the mark, and I apologize for that Thanks again for the opportunity to respondto this complaintPlease let me know if we can provide any further information. Kind regards, *** ***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 meI still strongly disagree with Angie's List, and believe they have side stepped the issue which I have directly addressed concerning the promise made to offer my students free accounts in exchange for reviews and not updating me that this was never going to happen, however a this point, I will accept a partial refund and move on
Regards,
*** ***

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

February 17,
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 give our side of the story regarding complaints filed against our company
I am sorry that Mr*** does not find our previous answer acceptable
In regards to the renewal of his membership, I can’t confirm that Mr*** renewed himself onlineHowever, someone logged into his expired membership, added a new credit card that Angie’s List had not previously had on file, and manually renewed the membership online from the consumer side of the Angie’s List website on February 3, The type of membership was at that point called our “Basic” plan, and was since grandfathered into our Silver level membershipIt could be that another member of Mr***’s household signed up for the service without his knowledge
Angie’s List does maintain that we have done nothing wrong in this matter, and any apology made in this forum should not be seen as an admission of guiltSimultaneously, we genuinely apologize that our former customer has had a poor experience, and wish we could have retained him as a memberWe never intended to insinuate stupidity or any personal attack
While Mr*** is free to do business with whom he pleases, he may be interested in the fact that Angie’s List continues to be headquartered in Indianapolis, as it has for the vast majority of our almost years of operationThe issue in question happened in 2015, prior to our current CEO taking the helm of our company
We regret that Mr*** is unsatisfied with our serviceWe have, however, refunded him as he asked, and we believe that this complaint has been addressed in the manner he originally asked for
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 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

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,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** *** *** ***

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
Angies List has been avoiding my phone callsI was advised that a third party account rep has been handling my case with the Revdex.com, therefore I asked for my dedicated account managerSomeone other than my account manager contacted me saying that he is sickWhen I reached out again she said he will not be able to help decide on waiving the termination feeHow is it that my account manager can't decide but a random account rep can? Also, it is very obvious that there is something fishy with the early termination fee given the two different invoices: one showing a credit for "over payment" and the other not even a mention of the over paymentHow is this satisfactory?
Regards,
*** ***

March 20, 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. After investigating this matter, we have determined that the sales process was handled properlyThe cancellation fee is related to their traditional advertisingWe will not waive the amount owed by her company for the cancellation fee. In addition to a statement regarding non-payment of traditional advertising, Ms*** company profile also displays a non-payment of eCommerce noticeIf they have specific questions related to their traditional advertising or eCommerce balance due, they can contact their collections representative here at Angie’s List We have delivered to the extent that our contract with her promisedAngie’s List and Ms*** company have a binding agreement, and just as we have acted in accordance with our obligations, so must Ms***We will not waive the amount owed by her company, nor will we remove the notices which are applied to any service provider in a similar situation until the balance due is paid. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Anna ***Angie’s List

November 22, 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 3/23/2016, Mr*** started to advertise with Angie’s List for one year per an electronically signed agreement in the StLouis market. 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 frustration experienced with customer service or issues with the website, Angie’s List will consider Mr***’s contract to be terminated and have also agreed to waive the 35% early termination feeMr*** has already received a substantial refund of the funds he has paid toward his contract. At this time, Mr*** has only paid for the services that were rendered for advertising in the StLouis market, which ran without issue and provided great exposure for Mr***’s company 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

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
My name is *** ***I recently lodged a complaint with Angie's List Indy regarding a request for a refund for an Angie's Deal purchased in I received your contact information from the Revdex.com this morning and understand you are handling my complaintI have not had a status update since last week so I wanted to see if there has been any movementI'm including an email from *** *** He is the owner/operator of the company I contracted with to complete the work on the Angie's List Big Deal I purchasedI'm including his email which contains information he provided to me regarding his experience with Angie's List allowing refundsI am sharing with you as I think it is relevant to my complaintWhen you can, will you please provide a status on my complaint and let me know what I can do on my end to move things along? Thank you, *** *** On Wednesday, June 29, 5:PM, *** wrote: Hi ***Thanks for emailing me.I have been doing coupons with Angies List since Done over as of last year.We were one of the first contractors to do these in the Dfw ***et.Originally, things were pretty wide openThere weren't a lot of restrictionsThey were, as far as I could tell, good forever. Things changed around due to a law suite against groupon which they lostAngies List changed some of their policies due to their counsel's interpretation of the suiteIt changed the entire industryYou could look up that lawsuit and know that the changes came a couple of months after it was over, if you wanted to know the exact date. Further restrictions came about in as the company gained experience with the coupon model to the point that I think there is only days to refund. All that being said, I'm almost sure that your purchase came about at a time when full refunds were issued with no questions askedI have been charged for several refunds from and before as recently as last month and I am fairly certain that the customers didn't have to purchase another couponAs a matter of fact, today is the first I ever heard of that silly policyIt sounds like it is being applied retroactively. As far as our bid being good forever, I think there is a misunderstandingWe cannot repair a house which is falling apart for the same price foreverCommon sense tells you thatWe will use your dollars toward the work we will be doing at any time and that's what Autumn was trying to expressI checked the proposal she sent over and there's no mention of any forever bid. I'm willing to give you a fair bid and give you a good jobWe do lots of work in and around Kessler park, bishop arts, and north oak cliffI have never had any problems with the historic district. I'm not going to play games here though, ***I take my reputation very seriouslyI won't be bullied or intimidated either. I would like to help you any way I can-even with Angies ListI don't work for them and we have had differences to be sureI think they are a pretty ethical bunchBut not perfect If they are behaving badly, I'll call them out on itAnd if it benefits you, so be it. I am going to give you a name and numberHe can't call you, but he can talk to you if you call himI have worked with him since around and know him to be fairWord of advice, you will definitely get more with honey than vinegar *** *** *** I hope this helps, *** *** ***
On Jun 29, 2016, at 2:PM, *** *** wrote:
Regards,
*** ***

Angie's List has addressed this concern with this member and offered an amicable solution to ending their membership. All memberships have a day renewal grace period to request a refund. An exception has been offered to this member to resolve their request. At this time, the
customer can follow up with the supervisor they spoke to if they would like to receive their pro-rated refund to resolve their request

April 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 respond to complaints against our companyI
apologize for the delay in my response
I first wanted to apologize to Mr*** for any frustration he has experienced while attempting to cancel his advertisement
On 8/26/2015, a representative of *** *** * *** electronically 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 early termination fee of 35% of the remaining balance of the agreementWe have no way of confirming or denying whether Mr*** signed this agreement himself or whether another party forged the signatureIf such an event happened, Mr*** would need to pursue that party as responsible for the agreement being signed
We have reviewed our sales process and customer service interactions and have determined that Mr***’s advertisement was running as he agreed per the attachment, and this payment was due for services renderedWe did see where Mr*** first requested to cancel this agreement on January 27th of As such, we will consider the contract cancelled as of that dateBased on Mr***’s payments past this point, we would ordinarily be refunding him for some of this additional paymentWe can proceed with a refund once any disputes on the charges have concluded
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 contract, and have cancelled the contract effective the first time we could find record of a request to cancel
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

June 4, 2015Indianapolis 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, we require 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 viewMr***s company has posted a response to the review in question, to explain their company’s perspective. Angie’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 reviewMr*** was interacting with the public as a representative of *** Remodeling, so there was no expectation of privacy Because members are permitted to name the provider they worked with, we will not be removing the first name from her review Mr*** has been in contact with representatives at Angie’s List regarding this situationI find it regrettable that we left Mr*** 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

February 18, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to clarify anything that might not have been addressed previously. Members are not required to respond to additional requests for confirmation of a reviewThey have already confirmed the review, by agreeing to our confirmation statement when the review was initially submittedAdditionally, members do not have a limited window of time after a service experience to leave their review.The reporting member’s address was verified as a valid mailing address through the United States Postal Service website. We encourage Mr*** to reach out to the member in a professional manner via the mail, to clarify his company’s positionWe always provide the name and address of the reporting member to the service provider being rated, but we do not provide phone numbers of Angie’s List members to service providers in accordance with our privacy policy. We regret that Mr*** was frustrated with his experience with Angie’s ListHowever, we believe that Angie’s List has followed appropriate procedures meant to ensure we stay as neutral as possibleWe will not be removing the review at the request of the service provider. Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information. Kind regards, Anna ***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 meI spoke with Angie's List and they seemed to understand they dropped they completely dropped the ballThat is what was relayed to me in conversationThey dropped two reviews from two verifiable customersI'm not sure Angie's List is following sound practices in regards to Revdex.com business standard commitments but I am thankful to not be working with them after this experience.
Regards,
*** ***

June 23,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
Attn*** *** 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 8/21/2015, *** *** * *** *** ***, electronically agreed to advertise with Angie’s List for one year per the attached agreementWe require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee of 35% of the remaining balance of the agreementOur advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website
We have reviewed our sales process, and though we feel strongly that we did properly describe the nature of our advertising program and the extension we offered as a customer service gesture, we did not find that our early termination fee was explained as thoroughly as we would have likedWe have agreed to consider the contract cancelled as of April 25th, 2016, and to waive our standard early termination fee
In terms of the portion of her advertising that already ran, Ms***’s advertisement was running as she agreed, and this payment was due for services renderedAs we have found that our advertising ran as agreed, Angie’s List is not willing to refund any portion of the payment made for services rendered
I sincerely apologize that Ms*** is disappointed with their experience with Angie’s ListWe have worked to accommodate Ms*** in light of any confusion
Thanks again for the opportunity to respond to this updated complaintPlease let me know if we can provide any further information
Kind regards,
Jesse B*** Angie’s List

May 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 respond to complaints against our
company As Mr*** states, he signed an advertising contract to live on 4/22/for a full year. We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee of 35% of the remaining balance of the agreement. We have looked into Mr***’s concerns and did not find any wrongdoing throughout the sales process, because of this we won’t be refunding his paymentHowever, we are agreeing to cancel his advertisements and are waiving the standard early termination fee due to the customer service issues he mentionedWe apologize for any frustration caused to Mr***. We are issuing a refund for the early termination fee in the amount of $986.58. 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

February 22, 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 all the frustration she experienced. It looks like Ms*** signed up in October of last year to look into providers. The monthly membership she opted for online does default to autorenewal. However, we employ customer-friendly refund policies for situations such as thisThough Ms*** only mentioned $as the disputed charge in this complaint, it does not appear that she has logged into her membership since November, so I have refunded the charges from December through February, totaling $being returned to Ms***’s cardThough Ms*** wrote to us on 2/and asked to cancel her account, we did not receive any prior phone or email correspondence from her. I apologize for this oversight, and wonder if perhaps Ms*** wrote in from an address we didn’t recognize? Even in that case, we should have responded making it clear that we could not locate her account. Regardless, I apologize for the frustrationIn particular, I am sorry that Ms*** felt the only way of receiving a refund for her unused period of membership was by contacting the Revdex.com. All customer service representatives at Angie’s List have the ability to cancel memberships and offer refunds on memberships that have not been used recently. We strive to provide top-notch service to our membersAgain, 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. Jesse *** Angie’s List

May 4, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** Peggy, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against
our company MrRadtke agreed to advertise with Angie’s List, but we agree that there was some misinformation presented during the sales process, and MrRadtke is correct that there was a misspelling of his name in the print ad that was caused on our end. In addition, the customer service he received left much to be desired, and we can understand his frustration with itAs a result, we will agree to waive our standard Early Termination Fee of 35% of the contracted amount, which is included in every signed contract. We will also refund him the amount he paid for his print advertisement for the three months the ad was misspelled 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 MrRadtke’s trust in the future and work with him again Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, Jesse Brown Angie’s List