Angie's List, LLC

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

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
Now that the Revdex.com is involved they would like to honor what I was promisedThe fact that they would not do this until after I contacted the Revdex.com is disappointingAs for paying a termination fee, I believe that should not be a requirement since I paid in full and have no outstanding balance owed themAt this point I feel as if im being cornered into a "accept this or get nothing" situationThey have my money, they want me to pay more money to end the contract, if I stay with them how can I believe I will be getting the service I payed for? As a small business owner I know advertising is a risk and no guarantees can be made on how much business it will generate. $may not be alot of money for big companies but for small ones it isIf the company who you trust to have your best interest in mind losses credibility at the beginning of your contract, how am I to believe other things will not change as time goes along?Is Angies List firm in its stance that it will not give a full refund on any contract including those that were misleading?
Regards,
*** ***

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

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 the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We totally disagree with the business responseWe purchased this service from Angies ListWe have never had any relationship with the third party provider.It is unreasonable to expect us to have any influence over getting a refund when we have not paid them directly.We expect Angies List to resolve this problem
Regards,
*** ***

June 29, 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 *** *** *** ***, Inc., on 5/4/ It appears as though immediately after the purchase, this provider was responsive and seemed willing to wait on Ms***’s purchase of tile However, the company later became unresponsive.I apologize for any misunderstanding from our customer service representatives Though Ms*** did sign up for a Basic membership that does not include call center support, we are always happy to make an exception to help members with Big Deal purchases We also pride ourselves on being quick and responsive via email In light of the poor response time and customer service Ms*** received from *** *** *** ***, we have made an exception to our standard 30-day policy, and have refunded the $back to her PayPal account.I apologize again to Ms*** that she had this poor experience, but I did want to reassure her that we have high standards for providers on our list Angie’s List does require that all advertising providers pass a background check and have a demonstrated record of excellent customer service prior to being allowed to advertise and offer Big Deals to our members Due to a recent trend of less than excellent reviews, *** *** *** ***, Inc., is no longer able to advertise with Angie’s List 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

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

Angie's List has nothing further to discuss on this matter. The contract this customer willingly entered into is for advertising exposure and makes no mention of a single representative handling this customer's account. The customer had an entire team devoted to assisting him with his advertising campaign, which guaranteed him the ability to reach a representative on that team during business hours. There was no change in the terms or conditions of his contract. We have confirmed with this customer that his advertising had resulted in a return on his advertising investment. We wish this customer the best and can confirm that his contract has been cancelled at this time

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 me.
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
Most good companies have a system in place to refund a customer's money when the promised goods or services are not availableThe only question asked is would you like a refund or do you want to wait until the goods or service is availableAll I want is a refund of the money I paid for a service not performedThis can be easy or it can appear difficult, depending on the company's attitude.
Regards,
James ***

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 appreciate their timely response and really appreciate your help in getting the situation resolved Thank you so much!
Regards,
*** ***

August 15, 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 12/22/2015, Mr*** started to advertise with Angie’s List for one year per an electronically signed agreement. We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee of 35% of the remaining balance of the agreement. In light of any frustration or poor customer service, Angie’s List will consider Mr*** contract to be terminated effective the first time Mr*** expressed a desire to cancel his advertisements, which Angie’s List has documented as 5/25/2016. We have also agreed to waive the 35% early termination fee 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 B*** Angie’s List

September 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. 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 Ms*** has contacted Angie’s List to request to have her email preferences changed to no longer receive email correspondence or the Angie’s List Publication multiple times. The representatives properly updated Ms***’s email preference, and as requested, 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***. 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

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

We have attempted to contact this customer to address their concerns listed in this complaint. At this time, we are in the process of canceling the contract, as requested by this customer. I have left my contact information for this customer to follow up and address their concerns
specifically

September 13, 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 frustration he mentions in his complaint As Mr*** mentioned, he purchased an offer from the company *** *** * *** *** on August 15th, 2016. Though we are proud of our industry-leading Service Quality Guarantee, it does only apply to purchases made by paying members. As such, Mr***’s purchase does not qualify due to his membership type. Mr*** was offered the opportunity to upgrade his membership on 8/31/to qualify for our Complaint Resolution Process to receive additional assistance That said, the member has been in contact with a supervisor at Angie’s List. The supervisor explained that leaving a review was the best opportunity for the member to provide their feedback regarding the work performed by the company. We are certainly appreciative of the review and feedback provided by Mr***. Companies that offer eCommerce deals on the Angie’s List website do not work for Angie’s List. Angie’s List does not instruct the company on how they run their business. The company is responsible for the quality of work and experience provided to members. At this time, Mr***’s complaint is with *** *** * *** *** 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 membersWe are very sorry for the frustration and trouble Mr*** has had to deal with 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 this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I had someone tell me not to contact Angie's List for this projectThis particular person told me they heard that Angie's List contacts are unreliableI did not deliberately fall into a trap of some sort, did I? I contacted Angie's List about this problem, shortly after the occurrence and I was only directed to fill out a review of the companyIt has been many weeks since that contact and I haven't heard another word from Angie's List, until now.I contacted this provider of service because they advertised through Angie's ListPerhaps the Revdex.com and Angie's List should do further researchIt appears that my hands are pretty much tiedI had someone come to my house yesterday who was trying to tell me AC units only last years.What happened to honesty in business?
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 companyI apologize for my delay in responding to the Revdex.com
I’d like to start by offering a sincere apology to Mr*** for any confusion regarding his 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
Since the time of this complaint, I have followed up personally with Mr*** to fully understand his feedback and thank him for his perspectiveHe let me know that he did not see any emails about the renewal, and asked that we reconsider our policiesHe informed me that he has disputed the renewal charges with his credit card, and it appears that he did receive the funds for his membership renewal back from his financial institution
Since the time of this complaint, we have also worked to be sure our policy on membership refunds is fair and gives members an opportunity to let us know shortly after an automatic renewal if they had not intended to renew
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

December 17, 2014 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 11/6/2014, 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 cancellation fee. 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 from 11/8/until 12/4/14, when it was cancelledAfter reviewing the situation, we will waive the cancellation feeHowever, Mr*** is responsible for the amount of the advertising that was active. We strive to provide top notch customer serviceI sincerely apologize if we failed to deliver to the extent of Mr***’s expectationsWe did, however, deliver to the extent of our contract. 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 bel
[Provide details of why you are not satisfied with this resolution as mentioned in my original complaint they have not provided dates that shown proof of there claim Instead I received paragraphs A-? NO dates Although it did state Angies List has the right to change policies at any time without notice Until I receive my bank statements that I have requested I cannot confirm my statement of paying years in fullPleaseallow a few more days until the statements arrive.
Regards,
*** ***