Angie's List, LLC

March 3, 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 Ms*** for the frustration this process has caused. Ms*** purchased a Big Deal from the company *** *** ***on February 24, She contacted us on February 26, to request a refund of the purchaseThis morning, we issued a full refund of the $Big DealThis amount was refunded back to her credit cardThe refund was immediate on our end, but it may take a few business days to post to Ms***’s account, depending on her financial institution. 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 membersIt is clear from the tone of this complaint that we missed the mark, and I apologize for that. 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

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,
***

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
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,
*** ***

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 below.The company "response" was the following:"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."First of all, the use of the word "solutions" is a bold-faced lie There has been only ONE SOLUTION offered- and that was to contact the contractor and "help" schedule the work, which completely ignores the basis of the complaint in the first place The contractor has always been reachable and somewhat prompt in his replies to me, both via e-mail and via phone call The issue that Angie's List doesn't seem to have a solution- or at a minimum- a basic comprehension of- is that the contractor is too busy to do the workhas cancelled/no-showed three appointmentshas indicated that he can't perform the work on cold days (and given I live in NEW ENGLAND, it's unlikely we will get warm weather until March or April) and has agreed that the best course of action is to cancel the deal and refund the money The so-called "offer to work with the customer and company to get the work scheduled and completed" is ridiculous What is the planTo continually call and harass the electrician who has already said he is too busy and endlessly bug him until he grudgingly is able to come to my house and perform electrical work Would any sane homeowner want someone installing electrical wires and drilling holes in the exterior of their home to install lighting knowing that the person doing so was irritated and interested only in "mailing it in" to get Angie's List off his back? No sane person would do that, especially given the fact that both the contractor and I are in agreement that it is mutually beneficial to cancel the "deal" I - yet again- reiterate my request for a refund. Regards,
*** ***

June 14, 2016Indianapolis 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 companyI apologize for the delay
in my response to the Revdex.com.We certainly take Mr*** and his concerns very seriously, and even prior to the submission of this complaint, management has been working directly with him to resolve any and all concernsWe value Mr***’s business and we are doing what we can to find mutually acceptable solutionsAt this point, it seems that we will be able to find a suitable agreement with Mr*** that will allow him to continue working with us at Angie’s List.In short, I sincerely apologize that this customer has been disappointed with their experience with Angie’s ListWe hope that we can avoid any frustration as we continue to work together.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

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. I’d like to start by offering a sincere apology to Mr*** for the frustration this has causedMr*** purchased a year membership for $on 8/30/2010. Per our membershipagreement, members have the right to a 110% money back guarantee on their current membership term if they are not satisfied with their annual membership. Mr*** is in his final term (year) of his membership. We have refunded 110% of this term back to him (prorated refund of $11.60, plus an extra 10% via check). Additionally, this is not an updated policy. This is the same policy that was in place in 2010. I’m so sorry for any miscommunication or confusion on the policy. Again, we sincerely apologize for the frustration this has caused. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. *** ***Angie’s List

July 7, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our
side of the story regarding complaints filed against our company I’d like to start by offering a sincere apology to Ms*** for any confusion regarding her membership At the time Ms*** signed up for her membership, Angie’s List was a full paid subscription serviceWe did not offer trial or guest membershipsAll 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 membershipAs of June 30th, 2016, Angie’s List refunded Ms*** the $her membership was automatically renewed for and her membership is cancelledShould Ms*** have any questions regarding her membership transactions, she can feel free to reach out to us directly and we will be happy to assist 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 membersWe do offer a free membership option if she only occasionally needs to look up information on providers Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Jesse B*** Angie’s List

March 29, 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 Mr*** agreed to advertise with Angie’s List, but we agree that there was some misinformation presented during the sales process, and so we will agree to waive our standard Early Termination Fee of 35%, which is included in every signed contract. As Mr***’s request to cancel his advertisement was not immediately honored, we will also refund his March payment, which was deducted while we were still processing the cancellation. We did want to work with Mr***’s company to help resolve any issues and reasons for cancellation, but we have ended our advertising relationship at his request 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 B*** Angie’s List

August 25, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** 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 companyI apologize for the delay in my response On 4/20/2016, Ms*** started to advertise with Angie's List. Ms*** electronically agreed to advertise with Angie’s List for one yearWe 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 reviewed our sales process and customer service interactions with Ms***Ms***’s advertising contract was cancelled on 7/7/after speaking with management in the Advertising DepartmentIn terms of the portion of her advertising term that already ran, Ms***’s advertisement was running as agreed from April through JulyMs*** will still be responsible for paying the standard Early Termination Fee, but any payment she has made since the time of cancellation will be applied to what she owes for this fee Angie’s List has recently changed the membership structure to allow an option for a free membership. Angie’s List has kept the same paid membership base and increased the number of daily member joins exponentially. The increased amount of traffic to the Angie’s List website would have increased the opportunity for Ms***’s business to generate leads through their advertising campaign with Angie’s List In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service, and would welcome another chance to work with Ms***'s business 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 23, 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 the frustration he has experienced, and for any misunderstanding or misinformation when he chatted online with us to cancel his membership It appears as though Mr***’s membership was set up to search in Martinsburg, WV, as opposed to Lynchburg, VA I am not sure what caused this error in his membership Due to this technical error, he did indeed find it impossible to find local interior painting companies.I have reached out to Mr*** by email to apologize for this error, and have included the contact information for a few highly rated providers in the Lynchburg area I have also refunded him the $he paid for a membership, but left his account active for the year he purchased, as this was apparently our technical error that caused him such frustration.Again, 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 *** ***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 8/13/2016, Ms*** 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 will consider Ms***’s contract to be terminated as of 11/11/2016. We are currently in the process of cancelling her contract and are removing Ms***’s company from our web and call center advertisements. We have also agreed to waive the 35% early termination fee and issue refunds for payments made in September, October, and November. This may take a few business days to process, especially with the extended holiday weekend approaching We strive to provide top notch customer service, and we regret that Ms*** felt that she 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
The response states that Angie's List does not know what search was performed but they could find my company...I attached a screen shot of my search. I am doing so againIt shows exactly what was searched. You state that you train your people to mention the exclusion. This was NOT done when either my wife called or when my customer called. When my customer called, she said my company was bad mouthed and she was told she didn't want to use my companyWhen my wife called, companies, including mine, were mentioned. She asked for all to be emailed over. Angie's List rep said OK then only sent 3, not including mine. Screen Shot attached, AGAIN. Why are these points not being addressed? If it's not in the contract to exclude a member, please explain how it is acceptable business practice. I include points in previous communications and they are being ignored. I would appreciate a response of ALL points communicated. ***
Regards,
*** ***

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

Angie's List has been in contact with this customer. We have cancelled their membership and issued a refund, as requested. We hope this customer will consider us for future needs!

October 11, 2016 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. I’d like to start by offering a sincere apology to Mr*** for any frustration with his membership, including any emails he may have received that were unwanted after his attempts to unsubscribe. Mr*** did unsubscribe himself from a few of the different types of emails Angie’s List sends out, and as requested, I have taken the necessary steps to ensure that Angie’s List will no longer correspond to him using his email address. There are prepopulated email lists in place that could result in Mr*** receiving a few emails within the next week, however any email correspondence after this should not be an issue for Mr***. 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

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
Kirk F* from Angie's List stated that if I renewed he could run a fetch which he stated would bring in more reviews If Angie's List was honest they would release our "recorded" conversations As we all know here if Angie's List released these conversations it would incriminate them As I was misled again I did not receive one single review from the fetch list although I did give Angie's List access to thousands of my customer's contact information Who knows what they did with that list The facts are the facts: Angie's List provided information to me All but contractor I was competing against was properly licensed Angie's List openly admits that they do not require companies to provide proof of licensing prior to advertising and does not care if the business is licensed or not as long as they are paying to advertise.With that said I saw an article on FB last week about how the Revdex.com and proper contractor licensing Angie's List is clearly stating that they do not check or require business licenses The Revdex.com should not allow Angie's List to get away with this The are deceiving the public.Again I do not accept Angie's List response and I want a refund.I would appreciate the help
Regards,
*** ***

July 21, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint rejection to our attentionWe appreciate the opportunity to respond to complaints against our companyMr***’s advertising contract was specifically for category searches and did not include keyword searches, which is what was indicated by Mr***’s rejection response. Mr*** agreed to advertise in the categories ‘*** * *** *** ***’ and ‘*** * ***’. I signed into our website and searched in the zip code ***. Mr***’s company was one of two companies that resulted in the search results when searching the keywords ‘*** ***’. I have attached a screen shot of the search results. Search results depend on the zip code the search is being completed for in comparison with the zip codes that Mr***’s company has indicated that they serviceThanks 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
We where told that we would be on the first page and our understanding of 1st page was to be one of the top We want the phone conversations reviewed by the Revdex.com and for *** *** *** ***We were mislead by your sale staff and want a full refund!
Regards,
*** ***