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
[Provide details of why you are not satisfied with this resolution.]I am not satisfied for the following reasons: Angie's List was not able to see the documentation attached in the last response, although I opened it up just now, it's there Also, my response did not show up in red/black, so I have attached that again They have never acknowledged a mistake was made in the contract negotiation, and in the contract itself, and in the sales reps misinformed answers to my questions They knew a mistake had been made and that I was waiting for someone to work with me to work out a different way to advertise with the $I had already paid them, but instead of working on a mutually beneficial solution they went ahead and published the advertising without my knowledge or consent (It's all in the documentation they were unable to see last response.) Their response is inaccurate Not once in the last months has anyone from Angie's List seen beyond the "contract" to a customer
Regards,
*** ***

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
I will update my review of *** ** ***. But I want Revdex.com to note my experience with Angie's List
Regards,
*** ***

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,*** ***

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

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]

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 really appreciate your help in this matter, and very much appreciate Angie's List giving me a refund
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

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,
*** ***

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 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,
*** ***

May 19, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # *** ***, Thankyou for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company
On 12/30/2014, Mr*** 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 balanceof the agreement. The outstanding balance owed in the amount of $is for services rendered. Their ad ran for three months in both our printed magazine and on our website. Due to any confusion regardingthe web advertisement, this provider was already granted a waiver of the cancelation fee and also months of their web ad. This was explained to the provider prior to their Revdex.com complaint. Regarding their print ad, the magazine does go to the entire Milwaukee market. Our sales team was very clear about the zones and how many members they would be reaching via web and print. The zones were all listed out in the emails that Ms*** received. In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of the existing contract Once their amount owed is paid in full, they will again be reinstated and available in category searches on 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, Mindy O***Angie’s List

December 29, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***Peggy, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company. Though Rodney
Zervakos signed an agreement with Angie’s List on June 12, 2015, authorizing an early termination fee of 35% of the total contract value, we have decided to honor his request by waiving this early termination fee Though we did in fact process MrZervakos’s list of customers, and in fact he received a review as a result of this, we concede that we did not clearly answer his questions or make this clear to him We would have preferred to continue working with Island Life Pools and Spas as an advertiser on Angie’s List, but given that MrZervakos is no longer willing to advertise with us, we will waive the early termination fee and contact the collections agency to close this file.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe appreciate the feedback and ability to correct this situation to some extent.Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse BrownAngie’s List

April 22,
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 the delay in my response
I first wanted to apologize to Mr*** for any frustration he has experienced during the sale or cancellation of his advertisement
On 2/10/2016, Mr*** electronically agreed to advertise with Angie’s List for one year per the attached agreementWe 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 reviewed our sales process and customer service with Mr***Although Mr*** did sign onto the business center to accept this contract, we have agreed to waive our standard Early Termination Fee for the contract in light of any possible confusion about the term of the contractWe will also consider the contract to have expired out at the end of the first month of advertisingIn terms of the portion of his advertising term that already ran, his advertisement was running as he agreed, and this payment was due for services rendered
In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service, and would welcome another chance to work with Mr***’s business
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

Thank you for bringing this complaint to our attention We have already responded to this complaint under Case # *** The only update here is the inclusion of this company's exclusion from category search due to fraudulent reporting practices. Although *** ***g
is correct that he was warned for this behavior in 2014, we found two additional instances of fraudulent reporting, and this is the reason for our action now rather than in 2014. Thank you again for the opportunity to respond to this complaint Please let me know if we can provide any further information. Kind regards, Jesse ***Angie's List

December 14, 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 first wanted to apologize to Mr*** for any frustration he has experienced during his advertising campaign thus far I have reviewed customer service interactions with Mr***Jayma S*** has been working on resolving the issues experienced by Mr***. At this time, we believe we have addressed and resolved the complaints voiced by Mr*** through his Revdex.com complaint. Jayma S*** would be happy to speak with Mr*** to help with any additional concerns regarding his advertising campaign In short, I sincerely apologize that this customer is disappointed with their contract renewal 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

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 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 frustration with his membership, including any emails he may have received that were unwanted after his attempts to unsubscribe As Mr*** has requested, I have taken the necessary steps to ensure that Angie’s List will no longer correspond to him using his email address on file, except to notify him of any changes to his membership that all members will receive. There are prepopulated email lists in place that could result in Mr*** receiving a few emails this week, however any email correspondence after this week should not be an issue for Mr*** 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 B*** Angie’s List

March 6, 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 difficulties in pursuit of his Big Deal refundAccording to our records, Mr*** contacted us on 3/3/to ask for a refund of his purchase, which was made on 1/9/All Angie’s List eCommerce purchases have a Day Refund Guarantee. All members must request a refund within days of purchase The Day Refund Guarantee has been put in place to protect all parties involved in the eCommerce program. This helps Angie’s List keep the most up-to-date information on the companies participating in the eCommerce programs, which is used to determine if a company should continue in the eCommerce programs. This protects Angie’s List members from companies that are not maintaining the high standards that Angie’s List requires. This also protects Angie’s List and companies from receiving refund requests well after a purchase (sometimes months and even years after). I have notified the appropriate internal department of Mr***’s concern about statements made during the purchase process that states that the company will reach out to the member to schedule services. This will be reviewed, data will be pulled to determine the impact of the statement, and any necessary changes will be addressed I have reviewed Mr***’s specific refund request and deemed that an exception can be granted due to the scheduling and communication issues Mr*** experienced with the service provider. I have processed Mr***’s refund at this time and sent him a follow up email to confirm this information 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 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

April 6,
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 dealing with recent high call volume when calling in to our customer support
Our 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 membership, and we employ customer-friendly refund policies for situations such as this
Although Ms*** would have been told about the automatic renewal on her membership when she called in to renew in 2013, we Angie’s List memberships are backed by a satisfaction, money-back guaranteeI have issued the refund for $back to Ms***’s credit card
I was not unable to find details of any problems Ms*** had with service providers found via our listWe would welcome any feedback about individual service companies so that she could warn other members about her experienceWe also have a complaint resolution process that we could have used to help resolve any issues she had
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 List

May 28, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company. I first want to take
the chance to apologize to Mr*** for any confusion and frustration.Mr*** has been in communication with Angie’s List since October of 2006, and was a paid advertiser on Angie’s List from to 2011, prior to this more recent contract referenced in the complaint I am therefore confused by Mr*** comments in his complaint referencing his lack of knowledge of Angie’s List and our business model.On 10/31/2014, Mr*** 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 Despite Mr*** extensive history advertising with Angie’s List, this contract was his first that included advertisement on our website rather than in our publication In light of any possible confusion regarding this difference, we have waived the cancellation fee of $307.46.Throughout the time they were advertising with us, *** *** was available in search results for both interior and exterior painting Their ad was specific to exterior painting, and this had been true throughout the years they had chosen to advertise with us, whether through our publication or the website I apologize for any confusion in that regard.The outstanding balance owed in the amount of $is for services rendered Their ad was terminated early at Mr***s request, but ran on the website for six months and two days We have not received payment for the ad from April or the two days of June.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of the existing contract Once their amount owed is paid in full, they will again be available in category searches on 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

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 company I’d like to start by offering a sincere apology to Ms*** for any frustration with our customer service I have refunded the full $that Ms*** has paid for her membership, as she has contacted us within days of her membership purchaseWith any cancellation request, we first want to try and improve on the reason the member is wishing to cancelWe listen closely to the reasons our members are cancelling, in hopes to provide the best level of service going forwardI apologize that Ms*** did not receive her refund on 6/when she messaged with our of our chat representatives 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 membersWe do offer a free membership option if she only occasionally needs to look up information on providers Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Jesse B*** Angie’s List