Angie's List, LLC

October 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 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 All 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 membershipWe also email members prior to the renewal date to notify them of the upcoming charge Ms*** joined Angie’s List on August 8, and joined as a ‘Premium’ member for $with a promo code for a 60% discount, which discounted from the rate of $29.99. Ms*** agreed to automatic renewal on her account when she joinedHer membership also informs her that her account will be automatically renewed on the date that ends her current term. In June 2016, Ms*** was rolled over to our new membership program at no additional charge, which may be where confusion occurred, which led Ms*** to believe she received a ‘free’ Gold membership. Ms***’s membership was rolled into the Gold membership, which normally costs new members $for the $rate she initially joined at and would not be charged extra for the Gold membership benefits I do apologize for any misinformation that was provided to Ms*** regarding our current membership refund policy. Under the current policy, Ms*** is eligible to receive a refund for her automatic renewal fees in the amount of $29.99. Unfortunately, Ms*** has disputed the charges with her credit card company, which freezes the funds until the dispute is resolved. The dispute process can take up to days to be completed by her credit card company. If Ms*** has not yet filed her dispute, she can reach out to me directly. I will be happy to assist with her refund request. If Ms*** has filed her dispute, I would advise her to let the dispute run its course, as any action taken will result in the funds being delayed for days from the action taken. Angie’s List will not fight Ms***’s dispute of the $ 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 (317) 396-

July 28, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint response rejection to our attentionAngie’s List has mentioned the membership type that Mr*** has, as each membership offers different benefits. Mr***’s complaint with Angie’s List would not have existed if Mr*** had joined with a membership that offered the support of the Service Quality Guarantee or Complaint Resolution Process. Once the work has been started for an offer, the company performing the work is responsible for issuing any type of refund resulting from the quality of work performed or the customer’s satisfaction. *** *** * *** *** *** *** is on a payment plan for their eCommerce offers and have subsequently received payment for Mr***’s purchase. Mr***’s complaint is with *** *** * *** *** *** ***, as they are responsible for the quality of work they have performed for Mr***. 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

June 13, Indianapolis Revdex.com EWashington Street Indianapolis, IN 46202 Attn*** *** Re:
Complaint Case # *** Peggy, 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 or confusion regarding her membership Ms*** chatted with Angie’s List on 9/14/2016. Initially, Ms*** requested to cancel her membership and receive a refund. During the chat, the representative assisting Ms*** assisted by providing a list of service providers and offering to take a review for Ms***. The cancellation request was thought to be resolved and Ms*** never confirmed her wish to continue with the cancellation. With that being said, Angie’s List has resolved Ms***’s request. I have processed the refund for Ms***’s most recent membership renewal in the amount of $back to her PayPal account 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 members 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

December 5, 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 unsatisfactory responses As previously stated, Angie’s List has already made concessions for any frustrations Mr*** has experienced, including a substantial partial refund and waived early termination fee. At this time, Angie’s List will not offer any further concessions for this complaint We strive to provide top notch customer service, and we regret that Mr*** felt that he had no recourse but to turn to the Revdex.com Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, Jesse M*** Angie’s List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

November 10, 2015AttnRe: Complaint Case # *** Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company I apologize for my delay in my response.Upon review of this situation, we agree that *** *** has been
attempting to cancel his agreement, and has experienced some poor customer service from our end We are always interested in being as fair and reasonable as possible In light of these frustrations, we are cancelling *** ***’s advertising agreement and waiving all of the early termination fee, as well as the few dollars that are still owed for services rendered.At this point, *** *** does not owe Angie’s List any funds, and our advertising agreement has been canceled.In short, I sincerely apologize that this customer has been disappointed with their experience with Angie’s ListWe thank him for bringing his concerns to our attention, so that we could take steps to make amends for the problems experienced We would love the opportunity to work with *** *** again in the future should his business needs align with our advertising.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

Angie's List is sorry that an amicable solution could not be reached regarding this complaint after yesterday's correspondence with the customer. Angie's List has turned this customer's debt over to a third party at this time. The customer will need to address their concerns with the third party vendor

November 21, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint response to our attention
I’d like to start by offering a sincere apology to Mr*** for the additional email he received on 11/20/ Angie’s List is currently investigating this email send on 11/20/that may have been received by members who have unsubscribed from emails. At this time, to assure Mr*** does not receive any additional emails from Angie’s List, I have removed his email address from his profile. 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

July 11,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
Attn*** *** Re: Complaint Case # ***
***,
Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our companyI apologize
for the delay in my response
I first wanted to thank Mr*** for bringing this issue to our attention, and to apologize for any inconvenienceWe have reviewed this matter and concluded that the employee’s actions in this case violated Angie’s List policy
Accordingly, we have fully refunded Mr*** for the charges he mentions and we have taken corrective action with regard to the employee involved
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 2, 2015Indianapolis 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.I apologize for the frustration
this process has caused Mr*** 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 Members are required to attest to the review confirmation statement before submitting each review Without that unique attestation accompanying a review, it cannot be submitted to the website 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 have processes in place if a company notifies us that they do not recognize the name and address of a member associated with a review on their company We will reach out to the member that submitted the review in an attempt to confirm that review at the request of the service provider We did reach out to the reporting member on 6/25/at Mr***’s request The member confirmed to us that their review was intentional, and verified the contact information for Mr***’s business as matching the description of the company the member intended to review In light of this, we will not be removing the review in question. I find it regrettable that we left Ms*** feeling no other recourse than to complain to the Revdex.comMr*** is welcome to avail himself of several methods Angie’s List offers to service providers for free to help members hear from their satisfied client base 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 B***Angie’s List

June 1, 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 and miscommunication he has experienced.While our memberships do default to an automatic renewal, all annual memberships come with a satisfaction guarantee Not only should Mr*** have been able to receive his membership refund upon request the day of his renewal, he could request that refund at any point during the next year It seems apparent that this policy was not made clear to Mr*** by the agent he chatted with online I have followed up personally with that agent’s supervisor so that we could address this issue directly I thank Mr*** for bringing this error to our attention.I have refunded the full membership fee of $to Mr***’s PayPal account this morning In addition, as an apology for any misinformation or confusion, I have left his account set up so that he can use the membership for the next year free of charge The membership is set up to expire out at the end of the term If Mr*** would like to rejoin our service at that point, I would welcome him to contact us via phone or email to be sure to set his billing preferences to his liking. I find it regrettable that we have failed Mr***We strive to provide top-notch service to our membersAgain, 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 Jesse ***Angie’s List

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

August 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 company
On 1/24/2017, 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 end 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 The review in question was never used as a bargaining or negotiating tool to encourage Mr*** to sign a new contract. Angie’s List is audited annually to confirm that it is upholding both advertisers and non-advertisers to the same standards regarding review verification practices. Angie’s List audited the review at Mr***’s request and determined that the review was properly verified and would remain on Mr***’s company. Mr*** has made statements regarding this review that are not factual or present in the review. There is no claim of any criminal activity or statements indicating that his company is harassing the member on a daily basis. From the information available on Mr***’s profile, it would appear that his concern regarding the bank is in relation to his cancellation of his credit card that was on file with Angie’s List. Since his contract with Angie’s List is set up as a recurring payment for Angie’s List with the bank, the bank automatically updated his credit card with Angie’s List when a new credit card was issued. Angie’s List works directly with financial institutions to update cancelled or expired credit cards to assure that recurring payments that have been set up by customers do not lapse when a new card is issued. This is for the convenience of the customer, as it can be difficult to remember to contact every party that a customer has a recurring payment set up. This allowed Angie’s List to charge Mr*** for the funds he authorized Angie’s List to charge based on his contract. To insinuate that Angie’s List would create ‘accounts’ to defraud the company is inaccurate Mr*** did have multiple Client Success Managers throughout his tenure with Angie’s List. The reassignment of these Client Success Managers was at the request of Mr*** on multiple occasions. Mr***’s statement that he was met with ‘aggressiveness and hostility’ is unfortunate, as Angie’s List strives to provide professional customer experiences. I sincerely apologize that this customer is disappointed with their experience with Angie’s List. Angie’s List has also agreed that a business relationship with Mr*** is not beneficial due to issues with professionalismWe delivered 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

September 19, 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 9/1/2016, 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. Angie’s List will consider Mr***’ contract to be terminated. We are currently in the processing of cancelling the contract and removing Mr***’ company from our web advertisements. We have also agreed to waive the 35% early termination fee and provide a refund for any time that has been paid that was unused. Mr*** will be required to pay for the time that his contract was active and services were 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.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
For starters, where in any contract does it say anything about an 'exclusion'? We did not provide the information from past customers so how is that not available for searches when it was prior to us advertising? How can you take away something that is available for people who do not advertise? What investigating did you do to determine that "We did look back through the sales process and did not find that there was any misleading commentary on our end regarding any promise of lead generation"? We were told we would have so much business we would have to hire people or turn work away. I was told that my adds would not be visible but that my company would still be searchable..."We informed Mr*** that his company would still be available through a search on the website, which his company is when searched for directly by name" Please see a screenshot attached of what happens when you type my company name in the search. Nothing comes up. Your statement is false. Angie's List also didn't address your employees telling a previous customer who called looking for my company that 'you don't want them' and proceeding to read a bad review to her that wasn't even ours. Also, my wife called, as a consumer, and asked for the list of painters that she searched on...your person named my company, among several others. My wife asked for those results to be emailed to her and I've attached what was actually sent. My company is not there. Why did you not address this in your response? Angie's List is being deceptive and misleading and this needs to be addressed. Thank you.***
Regards,
*** ***

August 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 Mr*** for any confusion regarding his membership All of our memberships 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 membershipWe also email members prior to the renewal date to notify them of the upcoming charge. I apologize if Mr*** somehow missed this email notification, which was sent to the email address on file: ***. Mr*** initially joined Angie’s List on 7/7/Mr*** agreed to automatic renewal on his account when he joined. His membership also informs him that his account will be automatically renewed on the date that ends his current term. With that being said, I have processed Mr***’s refund of $9.99, effectively cancelling his membership. Angie’s List seeks to offer top-notch customer service. I apologize that we left Mr*** feeling that he had no other option than to contact 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

Angie's List contacted this customer to explain the billing balance and payment history. At some point in time, the customer ended up getting one month behind on payments. The notes state that he still owes one more month's payment, which is accurate. We listened intently and fully to this customer's perspective, however their payment history is not confusing and shows exactly how much was paid and when it was paid. We have attempted to resolve this issue and have offered a settlement amount to zero out this customer's balance, but were unable to come to an amicable solution despite our attempts

February 25, 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 5/30/2014, Mr*** agreed to advertise with Angie’s List for one year per the attached agreementBefore Angie’s List will publish an advertisement, we require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellationfee. Upon receipt of this complaint, we investigated the correspondence that Mr*** had with Angie’s List representatives during the past few monthsAlthough Mr*** encountered customer service issues, his advertising did start as scheduled and ran as promised After reviewing the situation, we will waive the cancellation fee. We strive to provide top notch customer serviceI sincerely apologize if we 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

We have been in contact with this customer and explained his current balance for services rendered. The customer's contract has been cancelled as the customer requested. Unfortunately, we have not been able to have a constructive conversation with this customer to resolve their
complaint. At this time, the customer owes the remaining balance for the services provided during the duration of their contract

September 5, 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 difficulties in the pursuit of a Big Deal refundAccording to our records, *** *** contacted us on 8/23/to ask for a refund of the purchase, which was made on 5/26/All Angie’s List eCommerce purchases have a Day Refund Guarantee that only applies if no work has been performed. All members must request a refund within days of purchase. Angie’s List offers to help resolve issues with service providers directly or helps facilitate an exchange for any refund request made outside of days I have reviewed *** ***’s specific refund request and deemed that an exception can be granted since multiple purchases were made for the same company and *** *** did not see the secondary charge until after days had passed I find it regrettable that we left *** *** feeling there was 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 M*** Angie’s List