Angie's List, LLC

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,
*** ***

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

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

November
4,
Indianapolis
Revdex.com
EWashington Street
Indianapolis,
IN
Attn
*** ***
Re:
Complaint Case # ***
***
Thank
you for bringing this complaint to our attentionWe appreciate the opportunity
to clarify anything that might not have been addressed previously
Angie’s
List allows consumers to post comments regarding experiences they have had with
area companies. We require each and
every member to sign the attestation statement before submitting a report
Service providers are allowed to respond to any review they receive, and must
agree to a similar statement. However, Angie’s
List is neither judge nor jury and is not in a position to determine the
truthfulness of either party’s statementWe are a neutral forum, allowing both
sides to relay their perspectiveOther members are able to see both sides to
make their own judgment about the service experience
I am sorry that the comments posted by ***
*** *** have caused so much frustration to Ms***I see that Ms
*** has updated her review to address the comments made in the service
provider’s responseIt is important to keep in mind that other members reading
Ms***’s review do not know Ms***’s identity. Although the comments may feel like a
personal attack, others do not know the person they are directed towards. They are only able to see that she had a poor
service experience with *** *** ***, and the manner in which the company
handles negative feedbackComments posted by service providers show the true
level of customer service that the company provides, so Angie’s List does not
alter or remove those comments at the request of members.
I find it regrettable that Ms*** was
left feeling she had no other recourse than contacting the Revdex.comHowever, I
believe that Angie’s List has followed appropriate procedures meant to ensure
we stay as neutral as possibleWe will not be moving or altering the company’s
response at Ms***’s request
Thanks
again for the opportunity to respond to this complaint, and please let me know
if we can provide any further information
Kind
regards,
Anna
***
Angie’s
List

May 6, 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 11/5/13, Mr*** agreed to advertise with Angie’s List. 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 and the ad rate a service provider must pay for these servicesEach contract includes a standard cancelation fee Mr*** has been in constant communication with many representatives at our corporate office including Cheryl Pflum of recent. Mr***’s complaint has been resolved. His advertising had previously been cancelled and any balance due has been waived. Mr*** is aware of this. I sincerely apologize that this customer was disappointed with their experience with Angie’s ListI am glad we were able to come to a resolution. 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

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,
*** ***

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,
*** ***

September 28, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case #*** Hello ***, 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. I’d like to start by offering a sincere apology to Ms*** for any frustration this process has caused. I’m sorry to learn of the problems Ms*** encountered with the work done by *** *** ***Ms*** has been in contact with Angie’s List several times regarding the issues she has experienced. Our Complaint Resolution Process generally takes a few days to get started. Ms*** has submitted a review and has initiated the Complaint Resolution Process. Her case was assigned to a representative this morning, 9/28/2016. Andy Hay will be her case manager. Andy will be reaching out to Ms*** today regarding her desired resolution by email. I apologize for the frustration this delay has caused Ms*** when seeking assistance 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

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

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 have had auto-renewal turned off and they continue to reinstate it without my permission I have ended my membership in the past and started it anew, rather than their suggestion that I was a continuous paid member.The claim by Angie's List that I was informed of the changes are untrue How do they justify automatically upgrading a membership because they change their model? The proper and moral thing to do would be to change it to a non-paid membership and allow the customer to upgrade when and IF they want.
Regards,
*** ***

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

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 Ms*** for the frustration this process has caused Ms*** purchased a Big Deal from the company, *** *** *** on March 30, I’m so sorry there were scheduling issues with *** *** ***. A refund in the amount of $was processed on Monday, 4/13/for the Big Deal purchase. An additional refund of $will be refunded as well for her membership fees per her request. This will process through our accounting department and will take around a week for her to receive. 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

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,
*** ***

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

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

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

Revdex.com:I don't even know who my business rep isI've never heard from themI've called Angie's List times and emailed them times as well in billing to no availI don't know what she reviewed but I wasn't made aware of any contract and I certainly didn't have any intention of entering into a contractIf Angie's List had returned fair value to us as promised I'd be glad to continue paying them but since we have received dollars in return on our investment I'm not continuing the serviceThis assertion of a contract is erroneous, advertising and as a company officer I'd say it's a poor business practice. I'm not happy with anything dealing with Angie's listI am demanding that we be able to sever ties with themOur company has a strict policy on advertisingWe don't do contractsWe will pay an upfront load fee if necessary but if we're not getting ROI that covers the cost then we discontinue that advertising mediumAnything to the contrary isn't allowed under board policy This is one of the reasons we were willing to try Angie's List. Also, I find the letter and the email that I received to be mildly unprofessionalI have to deal with customer retentionWe offer a 100% satisfaction guarantee and we want our customers to receive fair value from usWe will even refund money if for some reason they haven't received fair valueI find it absurd that Angie's list wants me to pay 19,to receive nothing. We tried it, we ate the loss of I hate it didn't work out. I hope that Angies list will agree that this is not a good business relationship and that we can sever ties amicably and immediatelyThey don't even have a signed contract. Respectfully, *** ** ***
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
[Provide details of why you are not satisfied with this resolution.]
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,
*** ***

It is unfortunate that this customer is dissatisfied with their experience with this provider. Angie's List has and will continue to offer this customer assistance with their Big Deal purchase