Angie's List, LLC

March 21, 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 As Mr*** states, he signed an advertising contract to live on 2/1/for a full year. 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. We have looked into Mr***’s concerns and did not find any wrongdoing throughout the sales process, because of this we won’t be refunding his paymentHowever, we are agreeing to cancel his advertisements and are waiving the standard early termination fee due to the customer service issues he mentionedWe apologize for any frustration caused to Mr*** 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, Andy H** Angie’s List

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

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

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,
*** ***

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,
*** ***

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

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

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

May 24, 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 apologize for my delay in responding to this complaint I’d like to start by offering a sincere apology to Ms*** for any frustration she has experienced with our new website None of Ms***’s reviews have been deleted, but we have experienced a delay in importing this data into our new website. All of her published reviews will be imported to our website and will once again be visible While waiting for this technical solution to her problem, I have reached out to Ms*** directly to offer my assistance. As we do indeed have copies of any and all data not currently visible on the website, I am able to provide any of this information Ms*** is looking for Although we do offer a satisfaction guarantee on our annual memberships, Ms*** had already received a full refund for her most recent year’s membership before filing this complaint. The $she mentions was the total cost paid for her membership in and 2014. As such, we will not be refunding membership fees for time periods already past 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 B*** 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 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 resolvedRegards,
*** ***

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 do find it a bit disingenuous that three different "customer representatives" all refused to issue a refund, claiming that I was not entitled to it, and then the same day I filed the complaint Angie's List call, apologizes for the "mistake" and issues a credit
Regards,
*** ***

January 2, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # *** ***, Thank you for bringing this complaint to ourattentionWe appreciate the opportunity to give our side of the
storyregarding complaints filed against our company. On September 11, 2014, Mr*** agreedto advertise with Angie’s List for one year per the attached agreement BeforeAngie’s List will publish an advertisement, we require each prospectiveadvertiser 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 theseservicesEach contract includes a standard cancellation feeThat informationis found under the terms and conditions on the advertising agreement. Upon receipt of this complaint, we listenedto the recordings of phone calls that Mr*** had with his advertisingrepresentative to initiate his advertising contract. During the process, the cancellation termsand fees were explained in detailThe Storefront offers and advertising wereset up correctly, per the agreed upon termsThe email blast offer mentioned byMr*** is an option to build business leads, but participation is notrequiredAdditionally, the representative explained toMr*** our ‘Fetch a Review’ process, which involves a company providingclient contact information to cross-check against Angie’s List client list forlikely candidates to leave feedbackThe Fetch process was explained to himcorrectly and he was explicitly told that we would not call anyone who wasn’talready an Angie’s List member, and that we would sign a release stating thatfor himMembers read reviews and consider customer feedback to determinewhether or not to hire a company, so boosting the number of reviews can help toboost business leads as well In short, I sincerely apologize if we failedto deliver to the extent of Mr***’s expectationsWe did, however,deliver to the extent of the existing contractAngie’s List and *** *** *** *** *** *** ***ce have a binding agreement, and just as we haveacted in accordance with our obligations, so must Mr***We will notissue a refund for services rendered, nor will we waive the cancellation fee. Thanks again for the opportunity to respond tothis complaintPlease let me know if we can provide any furtherinformation. Kind regards, *** ***Angie’s List

May 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 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 difficulties in pursuit of her Big Deal refundAccording to our records, Ms*** contacted us on 5/23/to ask for a refund of her purchase, which was made on 4/12/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 I have reviewed Ms***’s specific refund request and deemed that an exception can be granted since the service provider missed their scheduled appointment. I have processed Ms***’s refund at this time and sent her a follow up email to confirm this information With that being said, I would like to apologize that the dialogue between Ms*** and Tammy W*** did not get to the bottom of the issues with Ms***’s concerns about her purchase. Since none of the work listed in the deal was performed, a refund would have been authorized if Ms*** would have reached out to Angie’s List within days of her purchase. I am making an exception to the Day Refund Guarantee due to Ms***’s experience with the service provider 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

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. Based on Angie's List's reply that any refund be issued by the electrician, I e-mailed the following to the electrician:"After filing a complaint against Angie’s List with the Revdex.com, they claim that any refund has to come from you since you have been paid by them already to perform the work Is this true? Their story is that you have been paid by them already and therefore they cannot issue a refund If so, what is the payment amount you were given… I paid them $ Is that what they paid you… or do they keep a portion of that as some kind of service fee?"I received the following reply from the electrician almost immediately:"Hi *** that’s not the caseI never refund for Angie’s listThey did pay me but that’s not how it works they refund you and its reflected on my accountI’m not trying to pull a fast oneBeen with them going on two years and never refunded directly. I will help you threw this and wont let you hanging my business reputation is worth more then that. Please give them a call again and tell them to call me directly." I don't know who to believe here, but the electrician has requested Angie's List to call him directly Until the issue of who is giving me a refund is worked out, I don't consider this issue resolved
Regards,
*** ***

August 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 6/4/2016, 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. In light of any frustration or poor customer service, Angie’s List will consider Mr***’s contract to be terminated effective the first time Mr*** expressed a desire to cancel his advertisements, which Angie’s List has documented as 7/18/2016. We have also agreed to waive the 35% early termination fee. Since Mr*** had paid for advertising and the early termination fee after his cancellation request, Angie’s List has issued a refund for the early termination fee, the charge for the month of August, and a portion of July. These refunds total $and were returned to the credit card Mr*** has on file with Angie’s List 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

Angie's List has been in contact with this customer and will continue to offer the assistance that has been offered for their Big Deal purchase. The customer purchased an offer with a service provider through the Angie's List platform. Their purchase is with the service provider.
Their complaint would be best suited to reflect on the service provider with whom they purchased the offer

August 30, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** Hello ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to tell our side of the story I
would first like to offer a sincere apology to Mr*** for his recent customer service experience with Angie’s List. As you may know, 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. Because other consumers rely on the statements made by each member, we require each and every member to sign the following statement before submitting a report: * I confirm that the information contained in this Service Evaluation Form (i) is true and accurate and (ii) represents my actual first-hand experienceI acknowledge and understand that Angie's List is relying upon the accuracy of the information in order to serve other membersI confirm that I do not work for, am not in competition with, or am not in any way related to the service provider in this report 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 not remove reports at the request of service providers. Rather, we allow each service provider to respond to any reports they receive, to share their point of view Angie’s List uses a combination of proprietary technology and good old-fashioned investigative techniques to root out potential conflicts of interest, cases of fraud, and attempts to “stuff the ballot box” with positive comments. We verify that reviews are not anonymous and have been left by a real person. Angie’s List also submits itself to annual audits to hold ourselves accountable to our procedures Angie’s List does not verify that the review is factual, as that is subjective to the experience of the member and service provider involved in the transaction. Angie’s List offers each service provider the opportunity to share their point of view, thus giving a fuller view of the interaction. Angie’s List verifies that the review is left by a real person, providers each company with the opportunity to confirm that the review was left by a real customer, and holds itself accountable as a neutral third party through independent annual audits We do have processes in place if a service provider notifies us that they do not recognize the name/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 have them confirm that review a second time, at the request of the service provider. Angie’s List looked into the review, at Mr***’s request, and determined that the review could not be confirmed as a competitor or verified as a real person, which resulted in the removal of the review. It is unfortunate that this negative review resulted in a grade drop and the removal of Mr***’s advertising from Angie’s List. It is also unfortunate that proper notification was not provided to Mr*** regarding the removal of his advertising I find it regrettable that we left Mr*** feeling that he had no other recourse than to contact the Revdex.com regarding this situation. 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

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 am requesting a copy of the monitored phone calls pertaining to this agreementThe agreement provided by Angie's List is one of many "revised" agreements they sent overThere is a factual breach of contract by Angie's List on more than one count as stated in California Advertising Law Sections: and Angie's List wrongfully sold their advertising services by stating that there are limited spots available and projecting % increase in ROIAngie's List used case examples of how they've increased the ROI of similar business with similar ad spendAngie's List records their calls and monitors account activityWith further investigation it will be very simple to prove that the ROI examples and statements that businesses offer $100K for keywords and areas are an unlawful way to persuade businesses to advertise with Angie's ListSending an agreement that has been revised multiple times should not protect Angie's List unethical and unlawful practice to sell advertising with tactics of manipulation, persuasion and pressureBy gaining access to our phone encounters we can easily determine whether these statements are factualAngie's List should not sell advertising spots based on ROI, increased business and confidence and get away with it by a fine print agreement that is overruled by existing advertising lawsYou can't perform an unlawful act and protect yourself with fine printAngie's List needs to take responsibility for their statements made during the conversation to persuade me into advertising at 1:00AM my timeEven if the ROI conversation was to be "vague," not receiving a single lead from a month to two months of advertising after all the false promises made is unjust. Regards,*** ***

December 9, 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 poor experience dealing with our chat supportI also apologize for the poor customer service that Ms*** received when canceling her membership. Angie’s List memberships are backed by a satisfaction, money-back guaranteeThough our records from do not indicate that Ms*** sought to cancel her Home membership, and though she continued using it well into 2014, we still want to do right by our members Ms*** has honored us by being a member with us since 2008, and we are always happy to help our long-term members I have issued the refund for $back to Ms***’s credit cardThe refund was immediate on our end, but it may take a few business days to post to Ms***’s account. I have also followed up with the direct managers of the representatives Ms*** interacted with to help improve our customer service.Enclosed in this complaint is my direct email address I would be happy to extend Ms***’s membership by a year for free at our new Premium tier in light of the confusion and customer service difficulties I welcome her to contact me directly if she has any interest in this.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, Jesse B***Angie’s [email protected]