Angie's List, LLC

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

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

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined
the response would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAngie’s List has not contacted me regarding this complaint and this further proves their lack of honestyI tried to salvage my relationship with them and they shut down every attempt even though there was proof that I had been misinformed by their reps and pertinent information was withheldI do not want to conduct business with them in any capacityI would like to cancel without being charged a fee and receive a refund for the two months I have paid for already
Regards,
*** **

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
Regards,
*** ***How Angie's List disperses the money they receive from me is not my businessAll I know is I paid Angie's List the $(NOT *** *** *** ***)If Angie's List paid the contractor, or kept some of it themselves as a fee is an internal matter for Angie's LiistFor them to keep the money I paid to them and then wash their hands of this I feel is unethicalBecause the service wasn't completed that Angie's List offered they should return my $and if they gave any money to *** *** *** *** they should seek redress from them.*** ***

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
I did not sign up for a year membership! I signed up for subscription that I canceled back in They also haven't responded to my request to delete my accountApparently they won't do anything unless they can get in trouble for itThey are the most are at best a scam and the worst company that I have ever used
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

April 28, 2016Indianapolis 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
companyI apologize for the delay in my response.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 view*** * *** *** company has posted a response to the review in question to explain their company’s perspective.*** *** contacted Angie’s List regarding the negative review on 4/11/and mentioned that she had released the customer from the contract and a refund was given to themWhile we do have a Complaint Resolution Process in place to assist members with complaints filed against a business, the complaint must be initiated by the member and the member must tell us what their desired resolution is in order to consider the complaint resolved and have the negative review removedAs this process was not initiated by the member and the complaint was handled outside of Angie’s List, we cannot force the member to change or delete their reviewHowever, the member has since updated the review on his own accord to acknowledge that *** *** did cancel the contract and return the deposit paid.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 ***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 am not accepting their responseThe customer flat-out lied and she knowsAngie's List is allowing thisIt's bad business practice and unethical.Regards,*** ***

We have explained the refund process to this customer. Angie's List has instructed this customer to contact the company that they made their purchase with to seek their refund. This complaint is not with Angie's List, but the company this customer made their purchase through.
Angie's List has contacted the company on the customer's behalf to assist with the refund request as well

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

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

August 15, 2017 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 6/17/2017, Mr*** started to advertise with Angie’s List for one year. 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 endThe review rotation for the first page, top of the list was properly explained to Mr***. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreementMr*** was notified of the early termination fee during the sales process. We apologize that we were not able to satisfy Mr*** during the course of his advertising relationship, as Angie’s List was in constant contact with Mr*** offering assistance. 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 contractMr***’s contract has been cancelled and the early termination fee has been invoiced. 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
When we first talked to a representative from Angie's list, Kyle S***, guaranteed us resultsWe explained to him our hesitation to pay a large amount of money and not get a returnHe guaranteed a return, whether or not it's their policy to do so, he did soAlso the representative we spoke to about the extra advertisement, Jakar R***, he quoted us three different percentages for the SAME packageEach time we spoke to him it went up 5%This wasn't about different packages it was about the same one each timeOur "account manager" never answers our phone calls and waits until the next or even a couple days later to respondAnd when we do finally talk to her nothing gets solvedWe get the run aroundWe feel very cheated and feel like they only wanted our money, and we're not interested in actually helping usWe have spent so much money already with absolutely no results and so many headaches with dealing with different representatives, we only want a clean break from Angie's ListWe no longer wish to do business with them
Regards,
*** ***

January 15, 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 11/20/2014, Mr*** agreed to advertise with Angie’s List for one year per the attached agreementThough you may notice he did not sign the papercontract, Mr*** did agree to the terms electronically on 11/20/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 fee. Upon receipt of this complaint, we investigated the correspondence that Mr*** had with Angie’s List representativesAlthough Mr*** ultimately agreed to the attached contract, based on the statement in this complaint, it does not sound like the Ad Sales representative fully reviewed the cancellation policy and feebefore Mr*** agreed. Because of this, we have waived the cancellation fee due to possible miscommunication in the sales process. We strive to provide top notch customer serviceI sincerely apologize that we have 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

November 16, 2015Attn*** ***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 our member, ***
***, for the frustration 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 I have followed up directly with our member to apologize for the poor customer service and ask for more details about the phone experience I have also refunded the $that was charged in error recently It appears that Noel had two separate accounts, so one was charged even though the other one correctly displayed that it was expired and canceled.Thank you again for the opportunity to respond to this complaint Please let me know if you need anything further.Sincerely,Jesse ***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.Angie's list response below: I have placed ( ) around my comments
We have looked into Mr***’s concerns and did not find any wrongdoing throughout the sales process (I cannot receive a response from my sales representative so I do not understand how there is no wrongdoing here, please elaborate how you perform business with sales reps), 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 (I don't see any early termination fee in what my sales rep provided me with just the 35% so are you telling me that you are charging me $280.00? and not refunding me anything at all? and then removing my advertisement?)due to the customer service issues he mentionedWe apologize for any frustration caused to Mr*** We strive to provide top notch customer service, and we regret that Mr*** (I am not sure who this is?)felt that he had no recourse but to turn to the Revdex.com(If I cannot receive a response via email or telephone from Antoine B*** whom assured me that he was going to assist and guide me to ensure my experience with Angie's list was going to be the best possible experience for my business I'm not sure whom else you thought I was to move on too here? It is a true shame that you feel this is top notch service when I receive no response at allHowever, I will certainly not have my advertisement canceled, not refunded and then charged 35% cancellation fee and think that is the best solution you can provide for your top notch customer service.) Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information.
Regards,
***

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

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