Angie's List, LLC

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

July 17, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***, Thank you for bringing this updated complaint to our attention. I’d like to start by offering a sincere apology to Mr*** for any frustration this process has caused I briefly wanted to dispute Mr***’s more recent claim by bringing his attention to the Terms and Conditions of our eCommerce offers: “The Service Provider is the issuer of the Voucher and is solely responsible for redeeming the VoucherAs issuer of the Voucher, the Service Provider shall be solely responsible for the redemption of the Voucher in exchange for the good and/or services stated therein and for the provision of those goods and/or servicesThe Service Provider is also solely responsible for all goods and services it provides to you and for any and all injuries, illnesses, damages, claims, liabilities, losses, and costs, as well as for any unclaimed property liability arising from unredeemed or partially redeemed Vouchers (collectively, “Liabilities”) it may cause you to suffer, directly or indirectly, in full or in part, whether related to the use or redemption of a Voucher or notExcept as may be otherwise specified, Angie’s List is solely an advertiser of the Service Provider’s goods or services and the Offer Promotions and Offer Services are solely advertisements of the Service Provider’s goods or servicesAngie's List does not endorse and is not responsible or liable for any advertising, products, goods or services available or unavailable from, or through, any Service Providers including through any Offer ServicesYour dealings any Service Provider, and any other terms, conditions, representations or warranties associated with such dealings, are between you and such Service Provider and do not involve Angie's ListYou should make whatever investigation or other resources that you deem necessary or appropriate before purchasing any Voucher and/or hiring or engaging any Service Providers.”In short, Angie’s List is not liable for poor service performed by the provider.All that said, we are very interested in doing right by our members, and agree that Mr*** has had a very poor experience As a courtesy, Angie’s List has refunded Mr*** for both the $he spent on this offer (which was processed on 7/13), as well as his most recent membership renewal fee (processed today by me personally) We apologize for the long process involved in seeking this refund, and we appreciate Mr***’s patience in going through our complaint resolution process It is unfortunate that the provider did not take ownership of their customer service issue, but we strive to satisfy all of 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

September 11, 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 confusion regarding his membership Mr*** initially joined Angie’s List on 5/12/I was unable to locate any communication during the calendar year regarding a request for cancellation of Mr***’s membership. Angie’s List does send an email to each member about 30-days before a renewal fee. Mr***’s membership also informs him of the date of his next membership renewal With that being said, Mr***’s refund of $70.380, effectively cancelling his membership, has been processed. Angie’s List seeks to offer top-notch customer service. I apologize that we left Mr*** feeling that he had no other option than to contact 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 M*** Angie’s List

Angie's List has been in contact with this customer. We are currently attempting to help the customer receive the services they have purchased. The customer can continue to work with the representative assigned to directly assist them to receive continued assistance

October 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 Mr& Mrs*** for the frustration they mention in their complaint As Mr& Mrs*** mentioned, they purchased an offer from the company *** *** * *** *** on August 24th, 2016. Though we are proud of our industry-leading Service Quality Guarantee, it does only apply to purchases made by paying members. As such, Mr& Mrs***’ purchase does not qualify due to their membership type. Mr& Mrs*** were offered the opportunity to upgrade their membership on 9/22/to qualify for our Complaint Resolution Process to receive additional assistance That said, the members have been in contact with a supervisor at Angie’s List. The supervisor explained that leaving a review was the best opportunity for the members to provide their feedback regarding the work performed by the company. We are certainly appreciative of the review and feedback provided by Mr& Mrs***. Companies that offer eCommerce deals on the Angie’s List website do not work for Angie’s List. Angie’s List does not instruct the company on how they run their business. The company is responsible for the quality of work and experience provided to members. At this time, Mr& Mrs***’ complaint is with *** *** * *** *** I find it regrettable that we left Mr& Mrs*** feeling they had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersWe are very sorry for the frustration and trouble Mr& Mrs*** have had to deal with 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

November 10,
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 our services have caused
The Big Deal purchased by Mr*** for HVAC service was fully refunded back to him on 7/30/An Angie’s List supervisor worked with Mr*** at the time in an attempt to mediate the situation, and issued a refund of the Big Deal, as well as full refund of Mr***’s current 4-year membership, allowing him to continue using it free of charge
Mr*** purchased a Big Deal from the company *** *** *** *** on 7/23/We were not aware that there was any issue concerning this deal until the member contacted Angie’s List on 9/25/We have a 30-Day Refund Guarantee in place in hopes that members will contact us as soon as problems arise, such as scheduling difficulties or a non-responsive provider, so that we can intervene and address concerns quicklyAlthough Mr***’s 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 amount
I apologize for the problems that Mr*** has encountered surrounding his addresses on our websiteOur IT department is unable to delete addresses from the website in their entirety. While we are unable to delete addresses completely, we are able to remove them from Mr***’s viewIf Mr*** would be able to clarify which address is his home address, and which addresses he would like to have removed from his view, I will contact our IT department to complete that on his behalfPerforming these changes should correct the problems he has encountered with the Band of Neighbors feature, as well
To prevent anyone from posting fraudulent reviews under a pseudonym, Angie’s List does not allow anonymous reviewsAt a minimum, we require a member to have a first initial, complete last name, and valid address on file to be allowed to leave feedback for companies they have usedIf we find that members do not have these minimum requirements on file, we will temporarily remove any reviews they have submitted and contact the member to update their informationIf the information is completed, we will restore the member’s reviewsOnce we had a first and last name on file for Mr***, his reviews were restored on 9/29/I apologize for any confusion surrounding this policy.
I apologize that we have not provided a good explanation to Mr*** about our new membership optionsMr***’s current, Traditional membership includes access to our home and health lists for the Chicago market only, a monthly print magazine, online support and call center customer care, and access to our Complaint Resolution Process. The new pricing options we have are the Basic plan, the Plus plan, and the Premium planThe Basic $9.99/year plan includes access to home, yard, and car providers in the member’s local area, and our monthly magazine and online customer supportThe Plus $29.99/year plan includes nationwide access to our home and health lists, a monthly print magazine, online support and call center customer care, and a $rebate on the first deal purchase (if the deal costs more than $15)The Premium $59.99/year plan includes nationwide access to our home and health lists, our monthly print magazine, online and first-priority call center customer care, digital magazine, access to our Complaint Resolution Process, and a $rebate on the first deal purchase (if the deal costs more than $50)
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
Thanks again for the opportunity to respond to this complaintPlease 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 have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Was sold a deal that can not be redeemedTried to schedule before the expiration and was told that the seller did not own the companyTherefore, Angie's List can not be tryimng to schedule since the company no longer exists
Regards,
*** ***

July 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 respond to complaints against
our company On 3/1/2017, Mr*** agreed to advertise with Angie’s List for one year. We require each prospective advertiser to electronically sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesOur advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement should a company request to cancel prior to the end of their contractAngie’s List has reviewed the sales process Mr*** experienced and elected to waive the early termination fee owed by Mr***. Mr*** is now considered paid in full and the exclusion for ‘non-payment of advertising’ has been removed from his profile. In short, I sincerely apologize that this customer is disappointed with their experience with 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, Jesse M*** Angie’s List

June 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 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 he experienced
It looks like Mr*** signed up for an Angie’s List membership on 05/10/to look into providersThe annual membership he opted for online does default to automatically renewHowever, we employ customer-friendly refund policies for situations such as thisWithin days of an automatic renewal, we are able to refund the renewal fees
I was not able to find any record of a call or email to us to cancel Mr***’s membership in June of I do see that he continued to search the list for several months after this time period
It appears that Mr*** called us earlier today after filing this complaint, and a customer service representative refunded him in full
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
Jesse B*** Angie’s List

July 8, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to again 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 he has experienced during the sale or cancellation of her advertisement We have reviewed our sales process and customer service interactions with Ms***We would have preferred to continue working with *** *** as an advertiser on Angie’s List, but given that Ms*** is no longer willing to advertise with us and in light of any misunderstanding or customer service issues over the duration of her advertising, we will consider her contract cancelled and have agreed to waive our standard Early Termination Fee for their contractIn short, I sincerely apologize that she is disappointed with her 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 B*** Angie’s List

July 9, 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. On 1/26/2015, 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 However, despite the signed contract stating a month contract, we have determined that statements made during the sales process could well have been misleading In light of this potential miscommunication, we are waiving the early termination fee and considering the contract cancelled as of the end of the third month This brings Mr***’s balance to zero, as he had prepaid for three months.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe thank him for the opportunity to correct our earlier errors, and would welcome the chance to earn back Mr***’s trust in the future.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

June 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’d like to start by offering a sincere apology to Ms*** for any confusion regarding her membership Our records indicate that we received Ms***’s cancellation request on 6/21/2016. Ms*** chatted online with one of our representatives and her account was set up so it would not renew again in the future All of our memberships do default to an automatic renewalOur 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 I have now cancelled Ms***’s membership and refunded her charge from 2/11/in the amount of $29.99, as she expressed a health calamity that prevented her from contacting us within days of her renewalShould Ms*** have any questions regarding her membership transactions, she can feel free to reach out to us directly and we will be happy to assist 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,
*** *** P.SMr M*** was not entirely correct in saying that members are alerted about the renewal prior to billing. I did not receive any such email. As he indicated, I had not used Angie's List since 2015. The renewal was billed to me without my notice. I noticed the renewal because I make no other charges to that particular credit card

April 11, Indianapolis Revdex.com EWashington Street Indianapolis, IN AttnPeggy Richardson 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 responseI first wanted to apologize to Mr*** for any frustration he has experienced while attempting to cancel his advertisementOn 11/11/2015, 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. We have reviewed our sales process and customer service with Mr***. We have agreed to waive our standard Early Termination Fee for the contract in light of any possible confusion about the term of the contract. In 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. We did not find that there was confusion about the need for multiple reviews for maximum exposure on the list. As such, no refund will be offered for the advertisement’s initial periodIn 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

March 28, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company
I first wanted to apologize to Mr*** for any confusion or frustration relating to our review guidelinesAngie’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. Members are required to attest to the review confirmation statement before submitting each review. Without that unique attestation accompanying a review, it cannot be submitted to the website. 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. A manager of our client success department has been working directly with Mr*** and looking into the reviews in question, and we are confident that we will be able to help with at least some of the reviews he has mentioned. We would encourage him to continue speaking with his contacts and allowing them to assist him I find it regrettable that we left Mr*** feeling he had no other recourse than to complain to the Revdex.comWe strive to provide top-notch service to all companies on our list 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 B*** Angie’s List

August 25, 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 apologize for
my delay in responding to this complaint.Mr*** account manager has been in contact with Mr*** to apologize for any miscommunication and misunderstandings We value our relationship with Mr*** business, Junk Eco, and we are working with Mr*** directly to find ways to increase Junk Eco’s exposure to members To the best of our understanding, Mr*** is willing to let us help with his advertisement, and is no longer seeking to cancel his advertising agreement I would be happy to assist if this information is not correct or if there are any updated issues for us to look into.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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Assuming the review from the person whom we never worked for remains absent from our reviews, we are satisfied It is a shame that it took a 4-month process of complaining to the company and finally filing a dispute with Revdex.com for this to be resolved This is time that could be better spent helping our customers Angie's List should take a long, hard look at their business practices I sincerely hope we do not have to deal with an issue like this again
Regards,
*** ***

February 15, 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 companyThough Ms
*** signed an agreement with Angie’s List on July 28, 2015, authorizing an early termination fee of 35% of the total contract value, we have decided to honor her request by waiving this early termination fee, as we agree that she received slow response to various inquiries, and less than perfect customer service. We would have preferred to continue working with *** *** *** as an advertiser on Angie’s List, but given that Ms*** is no longer willing to advertise with us, we will waive the early termination fee and consider the contract canceledIn 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 extentThanks 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

October 30, 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 wanted to
apologize to Mr*** for all of the frustration he has dealt with.On 6/11/2015, 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 However, despite the signed contract stating a month contract, we have determined that statements made during the sales process could well have been misleading In light of this potential miscommunication, we are considering the contract canceled and waiving our standard early termination fee.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe thank him for the opportunity to correct our earlier errors, and would welcome the chance to earn back Mr***’s trust in the future.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 26, 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 Mr*** for the frustration this process has caused. Mr*** is correct that he accidentally purchased two copies of an offer from the company *** *** *** on May 5, Due to a computer error, these offers were not correctly posted on our customer service softwareI apologize, as it seems that we misunderstood Mr***’s requests We understood that the duplicate copy of the offer was a mistake, and refunded that on 5/ However, we had not realized that Mr***’s need for a cleaning service was so immediate due to his upcoming move As a result, we were working with our IT department to correct our computer glitch so that the provider would be aware of the purchase, rather than simply processing the refund As of this morning, we have refunded the second copy of the offer At this point, two separate refunds for $apiece have been processed, and within a few business days this should be reflected on Mr***’s bank statement.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 In this case, it seems we dropped the ball in terms of recovering from a computer issue in a timely manner As a small token of our apologies, I have refunded Mr*** in full for his most recent membership renewal He will retain access to the List until his next renewal date, February 22, This refund, as well, should show up on his bank statement within two to three business days. 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