Angie's List, LLC

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

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

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

February 20, 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.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 contentis 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 submittinga 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 of service providers. Rather, we allow each service provider to respond to any reports they receive, as Mr*** did to the review in question. We do have processes in place if a service provider notifies us that he/she does not recognize the name/address of a member associated with a review on their company. We will reach out to the member thatsubmitted the review in an attempt to again confirm that review at the request of the service provider. Mr*** did contact Angie’s List stating that the review in question was not posted by a customer of theirs. At that time, at his request, we did initiate the reconfirmation process and reached out to the member. To date, we have not heard back from the member. If we do not hear back from a member, the review will remain posted Upon receipt of this complaint, we have again initiated the reconfirmation process to contact the member at the provider’s request. I find it regrettable that we left Mr*** feeling no other recourse than to complain to the Revdex.com. However, Angie’s List is operating under our standard guidelines. 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 L***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,
*** ***

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.]
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,
*** ***

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

We are sorry that this customer is not pleased with their results of our communication at this time. We have been in contact with this customer on a daily basis since their complaint was submitted to attempt to assist with an amicable resolution. We will continue to work with this customer to assist them with their complaint

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 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 *** *** on September 9, We were not aware that there was
any issue concerning this deal until the member contacted Angie’s List on October
20, Although his request was received outside of the window of time
specified in our 30-Day Refund Guarantee, we are able to exchange the deal, if he
purchases another Big Deal of any monetary amountMr*** did purchase a
new Big Deal today for window cleaning, allowing us to exchange the original
purchase. We have issued a refund of the
$Big Deal from *** ***This amount was refunded back to his PayPal
accountAlthough the refund was immediate on our end, it may take a few
business days to post to his 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 thatIf Mr*** would like to
discuss this further, he can reach out to me directly at 317-803-***.
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

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

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, as long as the collections process is stopped immediately.
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.There was no action to resolve my complaint. It just sounds like a bunch of gobbledygook to me. When I type "endodontists" I still do not see the wonderful doctor I went to. It appears they just left things as they were, with the odd search. Interestingly enough, now the "endodontist" list has shrunk from to Angie's List, please noteI can't speak for others, but the more selections on a search the better..... lot's of things can come into play for an individual, ielocation, male or female, and the particulars that are contained in a review. Don't make those decisions for me, with your strange parameters that determine who will come up in a listing.Regards,*** ***

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

March 29,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
Attn*** *** 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
I apologize to *** *** for the frustration he has experienced
It is important to understand that Angie’s List is a consumer forumCompanies are able to add their own information to the website or are added by our paying members through a report on service that was provided to themTypically, we will not remove any provider from the list completelyInstead, we can withhold unwilling participants from Category and Keyword searchesMrSelf’s company has already been withheld, as requested, which he was made aware of when the Unwilling Participant exclusion was added to his profile earlier this month
However, since *** *** business profile has not received any member reviews, and does not appear to have been accessed by any members, we have agreed to remove his profile from Angie’s List altogetherOur engineers have scheduled for this to be totally removed from our database with our next release*** *** should be aware that this may take up to a week or two for us to release new information from the websiteDue to the way search engines present cached information, his company’s information may still be appearing on search engine landing pages for a few more days following this fix
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

December 28, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***, Thank you for bringing this updated complaint to our attentionWe always appreciate the opportunity to give our side of the story regarding complaints filed against our company We first wanted to apologize for any frustration or misunderstanding Mr*** has experienced.Mr***’s company, *** Heating and Air Conditioning, is a Super Service Award-winning advertiser on Angie’s List, and has offered ecommerce to our members for several years now His company is offering multiple different deals to our members, including cheand service call offers In short, his company is doing exactly what this complaint seems to suggest is impossible Though some Big Deals may indeed be loss-leaders, reputable businesses like Mr***’s seem to see the merit in impressing a consumer and earning long-term loyalty and business If contractors were to attempt to “bait and switch” to take advantage of consumers, they would likely receive negative reviews, which would both incentivize consumers to try a competitor instead, and would trigger our risk assessment programs to stop allowing these companies to offer ecommerce or advertising through Angie’s List We have also developed a Service Quality Guarantee, significantly stepping up our protections and support we offer our consumer members I am sorry to hear how disappointed Mr*** is in our consumer advocacy and honesty, but our growing numbers of members suggest that not everyone agrees with him.In short, Mr*** seems to be very successfully using our platform and our advertising to succeed and show off his hundreds of happy customers’ reviews I am disappointed that he seems so dissatisfied with our service, but he remains an active advertiser and has expressed no desire to stop working with us He has an account manager and an ecommerce specialist who remain at his service if he chooses to make any changes in upcoming contracts.Kind regards, Jesse B***Angie’s List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
MrB*** indicates that I had no other recourse but to contact the Revdex.com, however I DID contact Angie's List (Jenat H***) on multiple occasions to request a waiver for the 35% cancellation fee for the very same reasons I expressed in my Revdex.com complaint prior to contacting the Revdex.com Jenat was not able to provide said waiver, leaving me no other option but to file said complaint.Regarding the actual remaining balance, it still shows that I owe the 35% cancellation fee per my latest invoice from Angie's List Unfortunately, until I receive an updated invoice with the correct account balance I am unable to accept the current response from MrB*** I do accept the need to honor the payments I made prior to my cancellation request, however I do need an updated invoice showing that the 35% fee has been waived/removed from my account
Regards,
*** ***

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 companyI apologize
for the delay in my response
Mr*** agreed to advertise with Angie’s List, but we agree that there was some misinformation presented during the sales process, and there have also been customer service issues preventing Mr*** from benefiting as much as we would have hoped from his advertisementWe did want to work with Mr***’s company to help resolve any issues and reasons for cancellation, but we will waive the early termination fee and refund all money paid to Angie’s List in light of the problems Mr*** has experiencedWe consider the contract to be fully cancelled
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 we are sorry that Mr*** did not get to experience a resolution to some of the problems he brought up
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

June 27, 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 *** *** for the poor experience in pursuit of his Big Deal refundAccording to our records, *** *** contacted us on 6/24/to ask for a refund on his $deal purchase made on 5/6/On 6/24, an eCommerce Support representative with Angie’s List received this request and provided *** *** with options moving forward. Like most of our deals, this offer expired months from the date of the purchase. Due to the length of time that has passed since *** ***’s purchase of his Big Deal, a refund is not appropriate. The paid value of $is still a credit with the company *** *** purchased the Big Deal from I find it regrettable that we left *** *** feeling he had no recourse but to contact the Revdex.com. I have contacted *** *** directly and am awaiting his responseWe 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 *** Angie’s List

Angie's List was able to contact this customer and hold a productive conversation regarding the verbiage placed on their profile. We were able to determine that there may have been some confusion regarding a request made and are in the process of removing the verbiage from their profile
now