Angie's List, LLC

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 meI agree on the settled amount and will pay the debt of $as agreed
Regards,
*** ***

October 4, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case #*** Hello ***, Thank you for bringing this complaint response to our attention I’d like to start by offering a sincere apology to Ms*** for any frustration this process has caused. Ms*** has been in contact with her case manager, Andy H** regarding her complaint. She can work with Andy directly to help resolve any issues experienced regarding the posting of pictures to her review 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

Angie's List has explained the refund process to this customer. Angie's List has contacted the company on the customer's behalf to assist with the refund request as well. Angie's List has also attempted to contact this customer to offer continued assistance with no response from the customer. The customer can continue to work with Angie's List directly if they would like continued assistance in seeking their refund

May 4, 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 any frustration regarding our auto renewal programThis program was implemented as a result of member feedback indicating it wouldbe 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 theopportunity to learn about the program prior to paying for a membership, and we employ customer-friendly refund policies for situations such as thisThe following notification appeared on the online “Join” page that Ms*** used to sign up for a membership through our website in February, 2012: Continuous Service Membership: To ensure uninterrupted service, all Angie's List memberships are renewed automatically, using the credit card on fileAll of our annual memberships are renewed at the current membership rate on the first day of the month in which the current membership term ends, while monthly memberships are renewed at the current membership rate on the date in which the current membership term endsYou may cancel at any timeAnnual memberships are backed by our 110% money back, satisfaction guaranteeSorry, no refunds for monthly memberships. Additionally, this information is included in the welcome packet that is sent to the member’s home after signing up. Ms*** contacted Angie’s List on 4/30/requesting cancellation of her membership. She was refunded her auto renewal in the amount of $at that timeAs a courtesy, I have refundedMs***’s and charges today in the amount of $ Angie’s List is in no way being deceptive. We do our best to make this information available to all our members when they first sign up. Members can also choose not to be on auto renewal by letting us know via email or phone. We have other billing options including paper bill notification and a do not renew status, which will expire the membership at it’s end rather than auto renew it for another year. Again, we sincerely apologize for any frustration this caused Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Mindy O***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 meI am pleased that my complaint was resolved promptly by Angie's List, in spite of the negative interactions I'd had with representatives of the company over email.
Regards,
*** ***

June 1, 2015Indianapolis 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 1/27/2014, Mr*** agreed to advertise with Angie’s List 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 and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee. We dispute that we advertised anything falsely to Mr*** Angie’s List can never guarantee leads, but rather displays advertising companies’ coupons to our members When Mr*** expressed some frustration with the amount of members contacting him in early March 2015, his account manager suggested several programs and features that could help generate more reviews and more business Mr*** agreed to spend three months with his account manager working on these programs to see results However, he did not end up taking advantage of these offered programs, and instead asked for his ads to be canceled As to Mr***’s complaints about the licensing status of other companies, Angie’s List asks all companies to attest to their compliance with all applicable licensing laws governing their trade(s), and their attestation is our initial means of determining licensing information and assigning a license status to a companyWe then rely on general inquiries from members and service providers as well as our monthly randomized audit program to check the accuracy of companies’ license statements and any license details providedWe compare our department's program to IRS audits We attempted multiple times to ask Mr*** for details about which companies he knew to be not licensed We only heard back from him with a list of suspected companies at the end of February We kept Mr*** up to date throughout this process, did complete all of these audits, and sent a letter to Mr*** detailing the results Mr*** has received this information prior to his complaint We appreciate Mr***’s help in keeping the integrity of our information secure, and some of his competitors are now excluded from the list due to giving information about their licensure to Angie’s List This does not change the contract that Mr*** agreed to.Though Angie’s List did not feel that we had miscommunicated or done anything wrong, we offered a waiver of the early termination fee for Mr***’s other company, *** ** ***, after he complained to the Revdex.com about confusion regarding his ads We could find no evidence of similar confusion in regards to this complaint, so we will not make any further billing adjustments.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent that our contract with him promised 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

February 3, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # *** ***,Thank you for bringing this complaint to our attentionWe appreciate the opportunity to tell our side of the story regarding complaints filed
against our company. 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 experience, or experience which I am authorized to discuss. I acknowledge and understand my responsibilities under the Angie's List Membership Agreement, and that Angie's List is relying upon the accuracy of the information in order to serve other members. I confirm that I do not work for, am not in competition with, and am not in any way related to the service provider in this review. 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 ofservice providers. Rather, we allow each service provider to respond to any reports they receive, to share their point of viewMr*** company has posted a response to the review in question,to explain to other members that they believe the review has been incorrectly attributed to their company. We do have processes in place if a service provider notifies us that he does 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. Mr*** has been in contact with representatives at Angie’s List regarding this situation. On 12/22/2014, a representative gathered information from Mr*** to start the reconfirmation process, in an attempt to re-confirm the reviewWe contacted the member on 12/29/2014, and again on 1/15/at the service provider’s requestThe member has not responded to eitherHowever, we will not remove a review at the request of a service providerWe encourage service providers to reach out to the member in a professional manner, to clarify their perspectiveThey can do so using the name and address provided through our websiteA review will remain posted if there is no response from the member directing us to remove it. I find it regrettable that we left Mr*** feeling no other recourse than to complain to the Revdex.com. 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

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 9, 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. It is important to understand that Angie’s List is a consumer forum As you may know, Angie’s List allows consumers to post comments regarding experiences they have had with area companies. They also assign letter grades to their reviewsAngie’s List is a passive conduit for these comments, meaning the content is wholly supplied by the consumer membersIn turn, we allow service providers to submit their own opinionIn this model, Angie’s List does not act in the capacity of judge or juryRather we are a conduit through which information is allowed to passThus, the court of public opinion is able to decide which argument has meritAngie’s List is testing a new way to track a company’s performance, to allow them to see where they stand with their competitors and increase their visibility to members based on more than just reviewsThis test incorporates a points-based system, and is reflected with a numerical scoreThe traditional letter grade is not going away, as members will still rate through reviewsIn addition to reviews, companies can now earn points for behaviors that give confidence when hiringAmong them is displaying detailed licensing information, collecting recent and relevant reviews, having easy-to-purchase offers and quick response time to consumersUpon receipt of this complaint, we have evaluated correspondence with this providerI’m sorry that the letter that Ms. *** states was sent to us was unansweredBecause of customer service issues, we have refunded their cancellation fee to the card on fileRefunds will take 3-business days to post to their account.I find it regrettable that Ms.*** was left feeling no other recourse than contacting 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,*** ***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 cannot accept the idea that a review posted in December of 2014, for work done in June of 2007, for a member of Angie's List who is not a client/cus***er or prospect in the past of The *** *** cannot not be corrected.Angie's List requires the member to authenticate a review, however on two occasions of trying to reach their member they have not had a response. What recourse does any business have from this type of slander and review? My largest concern is that Angie's List initial response was to garner more positive reviews to push the "C" review down in the listing. To me, the member had a negative result, my wish is to correct that, however since I do not have any record of the members name, this is impossible for me to accomplish.I am totally dissatisfied with Angie's List and their response to this issue. I too, find it hard to believe I was driven to Revdex.com since they are not capable of resolving this issue
Regards,
*** ***

April 22, 2016Indianapolis 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 apologize for the delay in my response.I first wanted to apologize to Ms*** for any frustration she has experienced while attempting to cancel the advertisement for her business.On 9/10/2015, Mr*** electronically 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 Our advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website.We have reviewed our sales process and customer service interactions with both Ms*** and Mr***While Ms*** did call and speak with her account manager on 10/20/inquiring about cancellation and we did try to resolve her complaints at that time amicably, Ms*** did not request to cancel the contract due to the Early Termination Fee agreed to in their contract.We have agreed at this time to waive our standard Early Termination Fee for the contract in light of the customer service issues and frustrations over the duration of their advertising In terms of the portion of his advertising term that already ran, Ms*** and Mr***’s advertisement was running as agreed, and this payment was due for services renderedAs such, no refund will be offered for the advertisement’s initial period.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 have processes in place if a company notifies us that they do not recognize the name and 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 confirm that review at the request of the service provider We encourage Ms*** to contact her Account Manager directly if she believes there are reviews left on her business whom she did not do work for.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 Ms***’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

November 10,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
Attn*** ***
Re: Complaint Case #
***
***
Thank you for bringing these concerns to our
attentionWe
appreciate the opportunity to give our side of the story
regarding complaints filed against our company.
On 8/18/2014, Mr*** agreed to advertise
with Angie’s List for one year per the attached agreementBefore Angie’s List
will publish an advertisement, we require each prospective advertiser to sign a
contract outlining the services Angie’s List will render, the relevant
categories and the ad rate a service provider must pay for these servicesEach
contract includes a standard cancellation fee, referenced in item 4, page of
Mr***’s contract
Mr
*** spoke with his account manager regarding the advertising concerns he
references in this complaint. His
account manager contacted supervisors to investigate the correspondence during
the sales processWe have done this again, upon receipt of this complaintWe
do not have any record of the ‘verbal contract’ he referencesMr*** received
the placement as described in his signed advertising agreement. We do not promise providers specific results
He will responsible for the cancellation fee
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 contract.
Thanks again for the opportunity to respond
to this complaintPlease let me know if we can provide any further
information.
Kind regards,
*** ***
Angie’s List

July 12, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding
complaints filed against our company. I’d like to start by offering a sincere apology to Ms*** for any frustration with her Angie’s List communications, including any emails or calls she may have received that were unwanted after her attempts to unsubscribe I have taken the necessary steps to ensure that Angie’s List will no longer correspond to her using her email address or phone number. There are prepopulated email lists in place that could result in Ms*** receiving a few emails within the next week, however any email correspondence after this should not be an issue for Ms*** In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, Jesse M*** Angie’s List

August 25, 2017Indianapolis 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. Ms*** did
sign up for a membership with Angie’s List, and all of our memberships do default to an automatic renewal However, it appears that she signed up for multiple memberships by using different email addresses to sign in We’re always happy to review a recent automatic renewal transaction In this case, it appears that she was charged multiple times for the same product (a consumer membership), and thus should be refunded I have refunded the charges in question, and additional funds from the time when both memberships were active, as this duplicate purchase gave no extra value to Ms***.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:
You may close complaint ID ***. While Angie's List never provided a satisfactory response, I contacted the service provider that was scheduled to provide the paving services, and they agreed to issue a full refund.
Regards,
*** ***

July 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 all complaints against Angie’s List. I would
like to start by offering Mr*** a sincere apology for his experience in seeking to cancel his membershipMr*** requested to cancel his membership, which was accomplished according to his request. I have reviewed the chat transcripts for each interaction Mr*** had with Angie’s List on 7/11/2017. Mr*** did not request to receive a refund of his membership. Angie’s List currently offers refunds on automatic renewals within days of the charged automatic renewal. Mr***’s membership renewed on 4/13/2017. In light of Mr***’s frustration, I have granted an exception to policy, and I have issued a full refund for Mr***’s $automatic renewal back to his PayPal account. This effectively cancels Mr***’s membership as of 4/13/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

March 13, 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 10/23/2014, 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. The other program that Mr*** refers to in his complaint is our Big Deal Storefront programThis program allows members to purchase products from positively-rated providers via the Angie’s List systemInstead of up-front costs to the provider, the Big Deals involve profit sharing. Mr*** has been in communication with his account manager recently discussing his advertising. Certainly, if he wishes to cancel his advertising, he should let his account manager know and they will process his cancellation and details associated with thatHe will be responsible for the cancellation fee, if he decides to cancel early 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***’s company have 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, *** ***Angie’s List

November 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 again tell our side of the story regarding
complaints brought against our company
First,
let me begin by offering a sincere apology for the frustration and concern that
this has caused Dr***As a consumer forum, we are providing information
to our members and allowing members to share feedbackThe majority of information
on the List is provided by members, and double-checked by representatives
against other listings online. An online
search for Dr***’s name yielded a variety of results regarding contact information
I apologize that Dr***’s home information was listed on her profile
Upon
receipt of this complaint, I have verified that Dr***’s home address has
been removed from her Angie’s List profileOur IT department has also performed
the upload of this change to be reflected on the pages that are available to
non-members via web search enginesThat process was completed yesterdayHowever,
if someone conducts a Google search to locate Dr***’s Angie’s List
information and does not sign into an Angie’s List membership, then they will
view a Google cached websiteTo elaborate, Google takes snap shots of websites
and then stores them in their database to allow for quicker search results
When anyone does a search on Google it is these cached pages that appear
Unfortunately there is not a set date I can tell you for when the next time
Google will cache our website
In
the future, if Dr*** would like us to update the information on her
profile to reflect changes within her practice, she can simply call our
Business Center at 1-866-843-
I find it regrettable that Dr*** was
left feeling no other recourse than contacting the Revdex.comWe strive to provide
top-notch customer service to service providers and members, and it is clear
from the tone of this complaint that we have missed the mark
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

September 6, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** *
*** Thank you for 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 confusion regarding her cancellation request Ms*** contacted Angie’s List on 6/14/to request instructions on how to cancel her upcoming automatic renewal. Ms*** was provided with instructions on how to cancel her membership, as she requested. I apologize for any confusion regarding the cancellation, however Ms*** did not request to cancel her membership at that time. She only asked for instructions on how to cancel her membership. All Angie’s List members receive email notifications of their upcoming automatic renewal prior to their membership being renewed With that being said, I have moved forward with Ms***’s request to cancel her membership and refund her recent renewal fees in the amount of $to her PayPal account. I would also like to apologize for any difficulties Ms*** may have experienced with the website and submitting her cancellation request 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 now 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 M*** Angie’s List

February 13, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to clarify anything that might not
have been addressed previously On 9/14/2016, Mr*** started to advertise with Angie’s List for one year per an electronically signed agreement for ‘Category’ searches for ‘Piano Moving’. 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. Mr*** was in communication with representatives discussing his advertising. In October of 2016, Mr*** expressed concern about a different type of advertising feature for ‘Keyword’ search options that he currently was not paying for. Mr*** was given months of ‘Keyword’ search options due to his concern. This free product was given to Mr*** as a customer service gesture and in good gatih from Angie’s List to maintain a positive working relationship. Mr*** never contacted Angie’s List to advise that he was still having an issue and disputed charges associated with his contract for November and December of 2016. The charges disputed were for services that had been rendered After reviewing Mr***’s complaint, Angie’s List has waived the early termination fee as an additional customer service gesture. This has been addressed with the internal collections team within Angie’s List. Angie’s List will not waive the amount owed for services rendered. Mr*** can resolve this debt with the collections team here at Angie’s List. If this is not resolved in a timely manner, the debt will be sent to a third party collections company We strive to provide top notch customer service to members and service providers alike and regret that the consumer was disappointed with his experience with Angie’s ListWe delivered to the extent of our contractAngie’s List and Mr***’s company have 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 M*** Angie’s List