Angie's List, LLC

Revdex.com:
As per request:***
*** *** *** *** ***
*** ** ***
Regards,
*** ***

February 10, 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. On November 25, 2014, Ms. *** agreed to advertise with Angie’s List for one year per the attached agreement Though you may notice she did not sign the paper contract, Ms*** did agree to the terms electronically on 11/25/Before 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 cancellation feeThat information is found under the terms and conditions on their advertising agreement. Upon receipt of this complaint, we listened to the recordings of phone calls that Ms*** had with her advertising representative to initiate this advertising contract. Ms*** was interested in advertising, so the process moved forwardThe only urgency was related to several areas she was interested in being nearly sold outWe limit the number of advertisers per area, and providers sometimes are unable to run ads in zones they would like to because the zones are at capacityDuring the sales process, the cancellation terms and fee were explained in detailBecause Ms*** agreed to the terms of the attached contract, she is liable for the rest of the contract, as agreed toIf Ms*** would like to make updates to her advertising or request tocancel it, she must contact her account manager directly to make any changes. In short, I sincerely apologize if we failed to deliver to the extent of Ms***’s expectationsWe did, however, deliver to the extent of the existing contractAngie’s List and *** INC 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, *** ***Angie’s List

July 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. On December 1, 2015, Mr*** electronically agreed to advertise with Angie’s List for one yearBefore 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 cancellation feeThat information is found under the terms and conditions on their advertising agreement Upon receipt of this complaint, we did review the sales process for this company. We did not find any wrong doing and found that Mr*** was not mislead nor guaranteed leadsWe also explained the month agreement and the 35% early termination fee while going through the sales process In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List and felt that they had no choice but to contact the Revdex.com in this matterRegardless, Mr*** was made aware of the contractual agreements beforehand and because of this, we will not be waiving his account balanceIf he has further questions regarding the status of his advertising or if he would like to cancel his advertising, I would encourage him to reach out to his account manager. 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

July 28, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our
company On 3/30/2016, 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 frustration or poor customer service, Angie’s List will consider Mr*** contract to be terminated effective the first time Mr*** expressed a desire to cancel his advertisements, which Angie’s List has documented as 5/1/2016. We have also agreed to waive the 35% early termination feeMr***’ company is responsible for the remaining balance for services rendered 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.comAngie’s List and *** *** have a binding agreement, and just as we have acted in accordance with our obligations, so must Mr*** 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

October 17, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** *** Thank you for bringing this complaint response to our attention I apologize for the frustration Mr*** mentions in his complaint. As previously explained, Angie’s List is a neutral third party, a passive conduit for members to leave reviews on companies that they state they have had an interaction. The review is the property of the member and does not violate any of the Angie’s List review requirements. Angie’s List will not remove the member’s review in this situation I find it regrettable that we left Mr*** feeling he had no other recourse than to complain to the Revdex.comWe strive to provide top-notch service to all companies on our list Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information Kind regards, Jesse M*** Angie’s List

June 9, 2015Indianapolis 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 company On January 27, 2014, just before the first contract signed went into effect, Mr*** received an email forwarded directly from our Trade Licensing department, clearly outlining Angie’s List’s policies in regards to Trade Licensing Part of that email states: “As you know, information on company profiles is primarily provided by the companies, including all license informationWe ask all companies to attest to their compliance with all applicable licensing laws governing their trade(s), and their attestation is our initial means of determining licensing information and assigning a license status to a companyWe then rely on general inquiries from employees, members and service providers, as well as our monthly randomized audit program to check the accuracy of companies’ license statements and any license details providedWe compare our department's program to IRS audits.”As Mr*** was made aware of this policy prior to first signing a contract to advertise, we do not feel that there was significant confusion or misinformation about this policy Similarly, though Mr*** did have conversations with us at many points expressing some frustration, he still chose to renew his advertising after a full year, signing a new one-year contract.Mr***’s comments about our business practices are also incorrect Angie’s List provides a number of different ways to reach out to members for reviews, including our free Fetch program, which involves Angie’s List reaching out to mutual customers via email or phone to ask for reviews Mr*** is correct in pointing out my own mistake: we did not in fact waive the early termination fee for his other business Rather, we moved the date of cancellation back a total of two months, including one month as a response to his Revdex.com complaint, in light of any confusion We could find no evidence of similar confusion in regards to this complaint, so we will not make any further billing adjustmentsI apologize sincerely for misunderstanding the situation involving *** ** ***, and for providing this incorrect information.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent that our contract with him promised 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 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 Mr* *** for the frustrating experience dealing with our website and customer service over emailAngie’s List memberships are backed by a satisfaction, money-back guaranteeMr* *** asked on the day his membership renewed to cancel the membership, but our customer service agent didn’t interpret this as a request for a refundI have issued the refund for $back to Mr* ***’s credit cardThe refund was immediate on our end, but it may take a few business days to post to Mr* ***’s accountI have also followed up with the direct managers of the representative Mr* *** interacted with to help improve our customer serviceI 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 *** Angie’s List

October 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. I’d like to start by offering a sincere apology to Mrs*** for the frustration this process has caused Stephanie C*** has been working directly with Mrand Mrs*** to try to help them find some resolution in this matter. Though Angie’s List cannot control the behavior of providers on the List, Angie’s List offers the Complaint Resolution Process as an option to use the member’s review as leverage in assisting to resolve issues with a company. The Complaint Resolution Process is a process that a member can willingly enter into for additional assistance when they encounter an issue with a company. If the member does not wish to remove or edit their review in exchange for the resolution of their complaint, they do not have to utilize the Complaint Resolution Process. Since the member willingly enters into the Complaint Resolution Process, Angie’s List remains as a neutral third party and only enforces the requirements of the Complaint Resolution Process, which the member agrees to prior to starting the process. Since the member agrees to remove or edit their review once a company resolves their complaint through the Complaint Resolution Process, Angie’s List stands by the statement that Angie’s List does not alter or remove reviews. Angie’s List does not typically offer membership refunds, post June 8, 2016, when our policy changed relating to membership refunds. I have made an exception in this situation and issued a refund for Mrand Mrs***’s membership in full, totaling $99.99. At this time, they have been withdrawn from the Complaint Resolution Process, as this is benefit reserved for Gold level members. Their membership is cancelled 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

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,
*** ***

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 am not accepting their responseThe customer flat-out lied and she knowsAngie's List is allowing thisIt's bad business practice and unethical.Regards,*** ***

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,
*** ***

November
6,
Indianapolis
Revdex.com
EWashington Street
Indianapolis,
IN
Attn
*** ***
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
like to first apologize to Mr*** for the frustration he has endured as a
result of receiving unwanted phone calls.
We strive to provide the best possible service to service providersIt
is clear from the tone of this complaint that we have failed in this regard
I
have confirmed that Mr. *** has been removed from our call list. We again are so sorry for his frustration.
Thanks
again for the opportunity to respond
Please
let me know if you need anything further
Kind
Regards,
***
Angie’s
List

March 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 *** *** for the frustration this process has causedAs *** *** mentioned, she purchased an offer from the company ** *** * *** on January 19, 2016. Angie’s List first received contact from *** *** about problems scheduling on March 3rdAt that point, we advised her that although she was no longer eligible for a refund under our standard policy, we would be happy to help with scheduling problems, find another provider to do the work, or help refund the original deal to help with the purchase of a better fit. *** *** was willing to allow us to look for another provider, but as she mentioned, the only other offers that would suit the work she wanted done were quite a bit more expensivePrior to Angie’s List receiving this complaint, though after *** *** filed it, the supervisor who was working with *** *** let her know that this situation merited an exception to our standard policies, and offered a refund if she had no other current service needs. As she responded and let us know she had no further needs, we have processed a refund for her purchase today*** *** has been a member of Angie’s List for several years, and she was clearly frustrated by our standard policy on this issue. Due to this frustration, we have extended *** ***’s membership by a year for free. I find it regrettable that we left *** *** feeling he had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersOur standard policy is designed to encourage members to let Angie’s List know as soon as possible if they are running into problems, but in this situation *** *** was correct that she had no way of knowing the provider would not be responsive after their initial scheduling delay 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

May 28, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***, Thank you again for bringing this updated complaint to our attentionWe appreciate the opportunity to respond to complaints against our company. I would like to start out by informing all parties that we did not receive either the attachments mentioned in Ms***’s response, nor could we easily see the black/red color formatting she mentioned However, we have copies of all correspondence, so we are able to determine the appropriate response to this matter.Today, we received notification that the outstanding advertising balance has been paid, and so *** Heating & Air Conditioning will immediately be available both in category searches and in searches by name or keyword, and will be displayed alongside other highly rated non-advertising companies We allow advertising companies to display their coupons by appearing at the top of our search results, as has long been our policy We thank Ms*** for bringing her account with us current.At the end of December when the contract was being negotiated, the sales rep working with Ms*** clarified several times exactly what she was receiving in terms of her web and pub advertising After this clarification and explanation, which was correct, the contract was accepted.On 1/28/15, *** from the publication ad department reached out to ***, Ms***’s account manager, to inform him that Ms*** wanted to work out the specifics of the ad On 1/29/15, *** called to talk to Patty about this He was put on hold for minutes, then told that Patty would call him back It does not appear that he ever received a call back.In light of any confusion and misunderstandings, we have already waived the early termination fee laid out in the contract, and have given two months of credit for web advertisements The reason the rest of the fee was still owed is because Ms*** disputed her credit card payment to Angie’s List and received a full refund on the payment for her advertising, which she received the benefits of in terms of reaching the specified number of members.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of the existing contract With Ms***’s recent payment, all moneys owed are now settled, and *** Heating & Air Conditioning will show up in search results as befitting their grade and reputation.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 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. I’d like to start by offering a sincere apology to Ms*** for any frustration with her membership, including any emails she may have received that were unwanted after her attempts to unsubscribe I have taken the necessary steps to ensure that Angie’s List will no longer correspond to her using her email address. There are prepopulated email lists in place that could result in Ms*** receiving a few emails within the next week, however any email correspondence after this should not be an issue for Ms***. I have removed Ms***’s email address from the profile to assure no additional emails are sent to her In short, I sincerely apologize that this customer is disappointed with their 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 14, 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 January 23, 2015, Mr*** agreed to advertise with Angie’s List for one year per the attached agreement Though you may notice he did not sign the paper contract, Mr*** did agree to the terms electronically on 1/23/Before 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 cancellation feeThat information is found under the terms and conditions on their advertising agreement.Upon receipt of this complaint, we did review the sales process for this company. Mr*** was aware the agreement was for year. It is not a month contract. He was not given “inflated” stats. Additionally, we have no messages or emails indicating he has attempted to contact his account manager or sales rep. His account manager did reach out to him on March 10th to check in, but that message was not returned. Attempted contact was also made by Angie’s List at the end of March regarding payment, but those messages were not returned either. It should be noted thatthe only credit card charged for this advertising is card ending in xxxx 1028, which was provided by Mr***.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of the existing contract Angie’s List and EFG have a binding agreement, and just as we have acted in accordance with our obligations, so must Mr***. If he has further questions regarding the status of his advertising or if he would like to cancel his advertising, I would encourage him to reach out to his account manager. 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

April 29, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case #*** ***, Thank you for bringing this complaint to our attentionWe always appreciate the opportunity to give our side of the
story regarding complaints filed against our company. On 8/15/14, Mr*** agreed to advertise with Angie’s List per the attached agreement Before Angie’s List will publish an advertisement, we require each prospective advertiser to sign a contractoutlining the services Angie’s List will render and the ad rate a service provider must pay for these servicesEach contract includes a standard cancelation fee We dispute that we did not assist Mr*** with a store front offer. Mr*** had a store front offer posted, which Angie’s List members actually purchased. Additionally, his traditionaladvertising also ran for almost months on our website (per the attached agreement) prior to him cancelling. He did not pay a full year of payments. He paid for the months that his advertising was running and now owes the cancellation fee. In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent that our contract with him promised We will not be making any billing adjustments. Angie’s List and *** *** *** have a binding agreement, and just as we have acted in accordance with our obligations, so must Mr***. 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

Angie's List has been in contact with this customer and addressed his many concerns over the duration of his contract. We are sorry to hear about this customer's dissatisfaction with their advertising campaign with Angie's List. At this time, the customer's contract has been cancelled as
requested

Revdex.com:
PayPal has confirmed receipt of the credit to my account I consider the matter resolved though the explanation wanting
Regards,
*** ***

Angie's List has been working with this customer to offer solutions to use their $deal with the company that has been paid to perform the work. The customer's $is with the company that has been paid to complete the work at this time. Angie's List is happy to continue to offer to
work with the customer and company to get the work scheduled and completed