Angie's List, LLC

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,
*** ***

January 23, 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 process has caused. Mr*** purchased a Big Deal from the company *** *** to replace another deal that did not work outUpon receipt of this complaint, we havereviewed the situation and the communications associated with this service providerWe have issued a refund of the $Big DealThis amount was refunded back to his credit card on fileThe refund was immediate on our end, but it may take a few business days to post to Mr***’s account. 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, *** ***Angie’s List

December 14, 2015AttnRe: 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 MsWeber for
the poor experience with our website She did indeed sign up for a two-year membership this summer, but has never logged into her membership since then Unfortunately, we do not have records of any attempted contact, via phone or email, so I am not sure why her messages have not come through to us.As a customer service gesture, I have refunded MsWeber’s membership in full, back to her PayPal accountThe refund was immediate on our end, but it may take a few business days to post to MsWeber’s accountI have also reached out directly to MsWeber to apologize, begin investigating why we did not receive her contacts, and provide my direct phone number and email address, in case I can be of further assistance I am happy to extend her membership for free to help make up for any misunderstandings or confusion.I find it regrettable that we left MsWeber feeling she had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersIt is clear in this case 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

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
Thank you for prompt handling of my complaint; I cannot simply check either an “accept” or “reject” of the proposed solution, because both apply. COMMENTSJesse M*** is incorrect in several statements giving Angie’s List’s “side of the story,” including how and when I “joined” Angie’s List, as well as subsequent actions.Angie’s List is aware that I signed up for the Basic Plan offered after Fritzinger vAngie’s List, Inc., as evidenced by correspondence with Josh H*** in early June 2014. At that time, I requested notification before renewal; MrM*** is incorrect in stating that notice was given. I received many e-mail solicitations from Angie’s List, which I always opened, as well as the monthly print magazine; but I did not receive any notice of renewal either by e-mail or postal mail.I was shocked, during a periodic online review of my credit card use, to discover that not only had the Angie’s List annual membership been renewed without notice, but that it was at a different, higher more costly, rate than I agreed (because I did not intend to ever seek out medical practitioners, as I informed Angie’s List when I signed up, any subscription above the Basic Level was useless to me).During my initial telephone call to Angie’s List customer support after discovering the charge, the representative assured me that she could see that I was a member at the Basic Level and that she would take care of a refund for the overaged amount. I was shocked again, on the next periodic review, to discover that, although there was a refund of the original charge, there was also a re-charge of the incorrect fee. I am dismayed that Angie’s List felt compelled to push back against a simple request that they honor their commitment after so long. I was restrained in my request for simple contract performance on the membership, despite a strong desire to cite their Big Deal solicitations for bait and switch tactics. I had originally turned to Angie’s List because of my status as a disabled single female first-time homeowner in a new city. I did not know whom to trust, and Angie’s List put itself forth as such a resource [I did not own a home computer; the initial siin my name was via a friend; my membership was then transferred to my computer after February 2011]. I believed their solicitation of contract work at guaranteed fixed price; instead, out of fear after refusing an up-charge over $200, I just paid $additional to the Big Deal price in order to get the contractor to leave my home. The “new” Fair Price and Service Quality Guarantees that Angie’s List announced by 10/28/e-mail indicates they were aware of such issues emanating from their Big Deal contracts. CONCLUSIONThe current offer to remedy this matter is both long-overdue and impossible: in May there was a fraud alert on the credit card used by Angie’s List and the bank issued a new card; I notified Angie’s List customer service about this issue and asked that they provide me a secure way to inform them of the new number. Had they acted in a timely manner, it would not have been necessary; and when it became necessary, they did not respond Therefore, I would like the refund I have requested all along, but it cannot be made "back to her credit card used to renew her membership.” *** * ***
Regards,
*** ***

April 22, 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 Ms*** for the frustration this process has caused Ms*** purchased an offer from the company, *** *** in March, While the offer could be redeemed within one year, the day refund policy was not in affect and Ms*** was denied a refund in error. Deals purchased now do have a day policy regarding refunds. At that time, other options are made available to members. Because this purchase was prior to that new policy, a refund should have been granted at her request, as no work was done. We are addressing this with the representatives that she spoke with. Additionally, providers are paid for the deals that are purchased through Angie’s List in a short turnaround time (whether the deal was used or not used). This was a topic that was raised by Ms*** and again, she was not given the correct information from the Angie’s List representative. A refund was processed today in the amount of $ 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, *** ***Angie’s List

April 1, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case #*** ***,
Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed against our company. I’d like to first apologize to Mr*** for the frustration he has endured as a result of receiving unwanted phone calls and contact. We strive to provide the best possible service to our service providersIt is clear from the tone of this complaint that we have failed in this regard. I have confirmed that Mr*** has been removed from our call list. We again are so sorry for his frustration. Thanks again for the opportunity to respond Please let me know if you need anything further. Kind Regards, *** ***Angie’s List

June 23, 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 3/22/2017, 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 endNeither did we find that there was any pressure to sign on the spot. 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 Mr***’s confusion regarding reviews is in relation to our eCommerce program, which is completely separate from his advertising campaign with Angie’s List. A service provider must have reviews in each respective category that they would like to run eCommerce offers 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

June 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 On 3/11/2015, *** *** agreed to advertise with Angie’s List for one year per the attached agreement 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 fee is 35% of the remaining balance of the agreement Though we have many programs in place to help companies succeed, we can never guarantee leads Instead, we help advertising companies gain exposure to our members In light of any misunderstanding about this when the contract was initially signed, we will waive our early termination fee and treat the effective date of cancellation as 5/18/ Mr*** will be responsible for the advertising that ran from 4/15/to 5/18/ In terms of removing *** *** from Angie’s List, it is important to understand that Angie’s List is a consumer forumThe company listings on our website are supplied largely by our consumer members Because consumers add service providers to the list, we do not remove businesses from the list, as this would stifle the consumer’s right to reviewWhile we do not honor requests to remove a provider from the List, we do withhold unwilling participants from Category and Keyword searches If Mror Ms*** would like this change made to their company profile, we would be happy to accommodate them upon requestWe are not willing, however, to remove the business from the list completely, even if they do not want to participate. In short, I sincerely apologize if we failed to deliver to the extent of Mrand Ms*** expectationsWe did, however, deliver to the extent of our contractAngie’s List and *** ***, Inchad 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, Jesse B***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
This is unacceptableI have complained about the service with this company from day one When we signed up for the advertising, we were told the ecommerce was part of what we were getting for the $And it was something you don't get it when you don't advertise with themAlso, not only were they getting the $250/mo, but they also got upt 30-35% of the majority of ecommerce deals sold. I tried several times to cancel early on and they kept promising things would get better and the did not For the ecommerce to be separate from the advertising, they sure push it tremendously to their customersWe are not asking for a refund for what we receivedThe only way to resolve this is for their to be no more charges.
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.I called Angie's List to correct my categoryHow effective is a contract of connecting consumers to services if you don't have the service listed correctly? I was duped into the contractEach category had to be verified before customer's could review itI have twenty different categories in my field, and was only approved for twoI wouldn't have signed the contract if I was only going to get approved for twoNow, there is only one category because of YelpJust auto repair, which is a general category
Regards,
*** ***

December 28, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** *** Thank you for bringing this complaint response 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 As previously explained, all of our memberships have defaulted to automatic renewal prior to Mr*** joining as a member on 3/21/Mr*** agreed to automatic renewal on his account when he joinedHis membership also informs him that his account will be automatically renewed on the date that ends his current term. I am sorry that Mr*** feels that he was not made aware of Angie’s List’s automatic renewal policy to an extensive enough manner. At this time, Mr***’ membership has been cancelled and his most recent automatic renewal has been refunded, as requested 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 attempted to contact this customer regarding their request. Angie's List has located the membership associated with this customer's charge and processed the refund back to their PayPal account. We hope this resolves this customer's complaint and to be considered an option for
this customer in the future should they have a need for our services

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.
Regards,
*** ***

March 23, 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 1/20/2015, Mr*** agreed to advertise with Angie’s List for one year per the attached agreement. 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 fee is 35% of the remaining balance of the agreement. Mr*** has been in communication with representatives recently discussing cancellation of his advertisingAfter investigating this matter, we determined that a refund for two weeks of advertising would be issued to Mr***The refund was applied towards their cancellation feeMr***r’s company is responsible for the remaining balance In short, I sincerely apologize if we failed to deliver to the extent of Mr***’s expectationsWe did, however, deliver to the extent of our contractAngie’s List and Mr*** company have a binding agreement, and just as we have acted in accordance with our obligations, so must Mr***No additional refund will be given. 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 8, 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 I
apologize for the frustration this refund has caused Mr***. I am contacting Mr*** directly to discuss this refund situation. On 8/7/2017, Angie’s List looked into the refund that was issued for this member and determined Mr*** would need to contact the member directly to discuss billing of services rendered. I am going to reach out to confirm when the work was performed and request an invoice for the work performed I find it regrettable that we left Mr*** feeling no other recourse than to complain to the Revdex.com. We strive to provide top notch customer service for both consumers and service providers, regardless of whether the service providers are paid advertisers, or free users of our service like Mr*** Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information Kind regards, Jesse M*** Angie’s List

July 21, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint response rejection to our attentionWe appreciate the opportunity to respond. Mr*** has been working with Colleen C***, a supervisor with the Member Care Department. Colleen has granted an exception to Mr*** regarding his expiration date. She has provided him with a day extension to purchase a replacement offer to receive a refund on his original purchase. Mr*** can continue to work with Colleen directly to resolve his complaintColleen C*** has confirmed that she has not received any correspondence from Mr*** to assist him with the exchange of his original purchase. Each eCommerce offer is set up on a contract with each service provider. Angie’s List does not have a way for Mr*** to use his original funds to purchase a new offer. Angie’s List offers members the opportunity to exchange offers that are outside of days from purchase and prior to their expiration date. The exchange can be accomplished by purchasing a replacement offer, which makes the original purchase eligible to be refunded. This has been explained to Mr*** by Colleen C*** and is the only option Mr*** has to receive a refund on his original purchase. This is the exact offer that Mr*** was given when he originally requested a refund outside of days from his purchase in 2015. Angie’s List has granted an exception to our policy and provided Mr*** with a day extension well outside of the expiration of the offer he purchasedThanks 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 21, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint response rejection to our attention. Angie’s List allows companies to offer eCommerce through our platform when a company has been properly vetted by Angie’s List member reviews. The members rate the provider, which makes them eligible to participate in the eCommerce program. All member purchases of eCommerce offers are with the company directly. Angie’s List offers the Service Quality Guarantee, which as previously mentioned was explained to Mr*** when he joined Angie’s List. Mr***’s membership does not qualify for the Service Quality Guarantee. Angie’s List offered Mr*** the opportunity to upgrade his membership to take advantage of the Complaint Resolution Process. Mr*** decided not to sign up for a membership that offered the protection of the Service Quality Guarantee. Mr*** declined to upgrade his membership for the additional assistance that Angie’s List can offer through the Complaint Resolution Process. 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

November 13, 2015Attn*** ***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 apologize for my delay in responding to you.I
first wanted to apologize to *** *** for any poor customer service he has received.On 7/21/2015, *** *** agreed to advertise with Angie’s List for one year per the attached 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 *** ***’s complaint was not entirely clear to us, and though his account manager reached out to try to answer any questions, we were still not confident we understood all of his issues We do hope to continue to work with *** ***, and have full confidence in his term of advertising being successful and mutually beneficial for Appliance Medic and Angie’s List That said, if *** *** does not feel confident enough to continue our advertising relationship, we have agreed to waive our standard Early Termination Fee for the contract He would be not be refunded, as he has not paid ahead on his contract and the only fees he has paid have been for services already rendered *** *** has been in contact with his account manager, who is able to help him process this cancellation if he chooses to.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe do still hope to have a productive and satisfying advertising relationship with *** ***, but want to make sure he feels that he has options and we value him as a customer. 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

April 19, 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 company.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 concerns We value Mr***’s business and we are doing what we can to find mutually acceptable solutions At 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 and have a follcall scheduled to revisit any of his remaining concerns in mid-May.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