Angie's List, LLC

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

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

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

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

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

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

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!

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,
*** ***

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

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

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:
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,
*** ***

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

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

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

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

November 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 Ms*** for the frustration this process has caused
Ms*** purchased a Big Deal from the
company *** *** *** * *** *** LLC on September 28,
We were not aware that there was any issue concerning this deal until the
member contacted Angie’s List on November 5, Although her request was
received outside of the window of time specified in our 30-Day Refund
Guarantee, we are able to exchange the deal, if she purchases another Big Deal
of any monetary amountMs*** has been in contact with a representative in
the Big Deal department to find a replacement deal and facilitate the exchange
Once a new Big Deal is purchased, the amount of her original purchase will be
refunded back to herI have contacted the representative that has been her point
of contact to make sure that Ms*** is updated on the state of progress
with that
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

October 26, 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 poor experience dealing with our chat supportI also apologize for the poor customer service that Mr*** received when canceling his membership. Angie’s List memberships are backed by a satisfaction, money-back guaranteeWhether or not Mr*** ever explicitly requested a refund, it seems clear that this is his desire based on his requests to cancel the membershipI have refunded the full cost of his membership, $back to his 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 service.I find it regrettable that we left Mr*** feeling he had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our 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, Jesse ***Angie’s List

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

September 15, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***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 We have reached out to Mr*** directly to help him find a different deal to help fulfill his needs We have not heard a response from Mr***, but he retains the $credit to use on a deal in any category of service needsIn the future, in case of any scheduling or other problems, we ask that Mr*** contact us within days so that we can correct any issues and refund the purchase if the need arises. 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