Angie's List, LLC

July 8, 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 On 9/11/2014, Mr*** agreed to advertise with Angie’s List for one year per the attached agreement You will notice that the agreement is not signed, but Mr*** electronically accepted the agreement on 9/11/at 10:AM EST On 12/9/2014, *** *** agreed to another advertisement per the second 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 Yesterday, 7/7/2015, was the first time Mr*** expressed interest in cancelling the agreement, and the ad was cancelled the same day In terms of removing *** *** from Angie’s List, it is important to understand that Angie’s List is a consumer forumThe company listings on our website are supplied largely by our consumer members Because consumers add service providers to the list, we do not remove businesses from the list, as this would stifle the consumer’s right to reviewWhile we do not honor requests to remove a provider from the List, we do withhold unwilling participants from Category and Keyword searches If Mr*** would like this change made to their company profile, we would be happy to accommodate them upon requestWe are not willing, however, to remove the business from the list completely, even if they do not want to participate. 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 *** *** had a binding agreement, and just as we have acted in accordance with our obligations, so must Mr***Their late payments for services rendered and the early termination fee for their contract are still owed to Angie’s List at this point, so we cannot guarantee that we will not continue seeking these.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

January 15, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case
# *** ***, Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed against our company. I’d like to first apologize to Ms. *** for the frustration she has endured as a result of our failure to meet her expectations. We strive to provide the best possible service to our potential members across the countryIt is clear from the tone of this complaint that we have failed in this regard. I have confirmed that Ms*** has been unsubscribed from future Angie’s List correspondence. We again are so sorry for her frustration. Please be assured ithas been addressed and she will no longer receive correspondence. Although we cannot remove her information from our servers entirely because she has had a financial transaction with our company, we have removed her payment profile and fully unsubscribed her from phone calls, emails, and mailed information. Thanks again for the opportunity to respond to this complaint Please let me know if you need anything further. Kind Regards,*** ***Angie’s List

July 20,
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
On 2/11/2016, Mr*** agreed to advertise with Angie’s List for one year per an electronically signed 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 agreementThe “expiration date” that Ms*** mentioned is also located on this attached documentThis was the date by which the contract must be signed to be considered validOur intention was certainly not to confuse, and the rest of the document should spell out clearly what the term of the advertisement was
In light of any frustration or poor customer service, Angie’s List will consider Ms***’s contract to be terminated effective the first time the business owners expressed a desire to cancel their advertisements, which we agree was 4/5/We had previously agreed to waive the 35% early termination feeMs***’s company is responsible for the remaining balance for services rendered
We strive to provide top notch customer service, and we regret that Ms*** felt that she had no recourse but to turn to the Revdex.comAngie’s List and *** *** have a binding agreement, and just as we have acted in accordance with our obligations, so must 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:
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,
*** ***

February 12, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***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. I apologize for the continued frustration this has caused Mr***Angie’s List allows consumers to post comments regarding experiences they have had with area companies. Angie’s List is apassive 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 reviewWe do not require that members include documentation to prove or justify leaving their firsthand feedbackSuch documentation may have never been provided to them by a company, which should not limit a member’s ability to share their experienceAdditionally, this member specifically named Mr*** company within the content of their 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. 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. This re-confirmation process was explained to Mr*** by representatives of Angie’s ListWe contacted the member to have them confirm the review a second time at the service provider’s request. I find it regrettable that we left Mr*** feeling no other recourse than to complain to the Revdex.comHowever, we will not remove a review at the request of a service provider. 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

July 18,
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 or frustration regarding his membership and his preferred methods of cancellation
Mr*** purchased a two-year membership to Angie’s List on July 9th, All of our annual memberships purchased online default to automatically renew for one year at a time at the end of their originally purchased termThis is presented both in the membership agreement which must be signed prior to using our website, but also in our new member informational email, and in an email we sent shortly before the time of renewalThere should have been other emails, as well, letting him know that as a long-term member, he was receiving our new Silver membership (which sells for $24.99/yr) for his original price, which worked out to $per year
However, we employ customer-friendly refund policies for situations such as thisWithin days of an automatic renewal, we are able to refund the renewal feesI have refunded Mr*** his $5.55, which does mean that as of today he is no longer an active Angie’s List memberShould Mr*** choose to become a member again in the future, he should know that we actually do have many ways to cancel one’s membership, including emailing us at [email protected] or even chatting with our customer service on our website
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 membersWe do now offer a free membership option if he 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

October 17, 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 10/7/2016, 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 misunderstanding Mr*** experienced related to our website or sales process, Angie’s List has agreed to waive the early termination fee if Mr*** should wish to cancel his advertising. We are asking Mr*** to please reach out to his Client Success Manager, Robbie S***, to notify if he would like to move forward with the cancellation of his advertising 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 M*** 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.Angie's List indicates that my payment would guarantee placement on the websiteI have searched the website along with some of my colleagues using terms such as *** ***, etc and within my local area and *** *** *** does not come up as a local businessFor that reason I feel that Angie's List did not render the services promised in the contract signedThe money has been paid for months and no services provided, posting on web siteIf Angie's List was to contact us to discuss actually providing the service I may be inclined to continue the contract.
Regards,
*** ***

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,
*** ***

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 confusion regarding her membership 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 Angie’s List members also agree to allow Angie’s List to work with their credit card company to obtain updated credit card information when a card has either expired or been cancelled and reissued with the same credit card company. On 5/15/2017, Ms***’s credit card company provided the updated information to Angie’s List for her replacement credit card Ms*** contacted Angie’s List this morning regarding this situation. Her membership has been refunded and a request to have her credit card information removed from her profile has been sent to our Accounting Department. As Ms*** indicated in her complaint, this process generally takes about 3-business days to complete. 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

September 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 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 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 membershipWe also email members prior to the renewal date to notify them of the upcoming charge Ms*** joined Angie’s List on 9/19/as a member through an online purchase. Ms*** used her membership the first month of joining and has not used the membership since. With that being said, I have processed Ms***’s refund of $9.99, as requested. Her membership is cancelled, effective immediately. Ms*** has not contacted Angie’s List since joining to request any changes to her membership, which is why her automatic renewal went through as scheduled. Ms*** did not contact Angie’s List to request to cancel her membership and receive a refund, but went straight to the Revdex.com without offering Angie’s List the opportunity to resolve her request prior to filing her complaint 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

January 15, 2016Indianapolis 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. Though we would
have preferred to continue working with Guardsman FurniturePro as an advertiser on Angie’s List, we agree that we were not as clear as we could have been during the sales process, and our customer service to Mr*** was not at the level we would expect Although Mr*** signed an agreement with Angie’s List on June 25th, authorizing an early termination fee of 35% of the total contract value, we have decided to honor his requests by waiving this early termination fee and considering the contract canceled as of 10/26/ A manager in our Account Management department has already called Mr*** to offer our apologies and make clear the actions we are taking to try to make this right.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe 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 since Mr*** has made it clear he is not currently interested in advertising.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 25, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***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. I apologize for the frustration this process has caused Mr*** 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. 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. Upon receipt of this complaint, we again reached out to the reporting member at MrJames’ requestTo date, we have not received a response from the reporting memberAfter taking a second look, we have temporarily removed this review. If the member responds and states that it was submitted on the correct profile, we will restore 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 L***Angie’s List

Angie's List has been working with this customer to offer solutions to use their $with the company that has been booked to perform the work. The customer's $is with the company that has been booked to complete the work at this time. Angie's List is happy to continue to offer
to work with the customer and company to get the work scheduled and completed

November 10, 2015IRe: Complaint Case # ***Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company. On 2/27/2015, 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. In light of Mr***’s claims about promises made during the sales process, we have reviewed these conversations and emails and did not find evidence of any misleading or incorrect information being offered to Mr*** Though we offer multiple formats for advertising, and though companies can pay for advertising in larger or smaller areas, we can never guarantee lead generation or a certain number of phone calls per week Rather, we guarantee placement on our website, call center, and publications.Regardless, Mr*** has been in contact with Angie’s List for several months expressing his frustrations with our processes His account manager has tried to work with him in using various programs to help generate more business for his company, but Mr*** has not participated in these programs Despite all of this, he has received frequent profile views, calls, and message center inquiries from Angie’s List members.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of our contractAngie’s List and *** ** *** *** *** had 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 ***Angie’s List

April 22, 2015 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # *** ***, Thank you again for bringing this updated complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company. Per our membership agreement, members have the right to a 110% money back guarantee on their current membership term if they are not satisfied with their annual membership. Mr*** is in his final term (year) of his membership. We have refunded 110% of this term back to him (prorated refund of $11.60, plus an extra 10% via check). We will not be refunding additional funds. Again, we sincerely apologize for the frustration this has caused Thanks again for the opportunity to respond Please let me know if we can provide any further information. *** ***Angie’s List

February 21, 2017 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to clarify anything that might not have been
addressed previously Angie’s List would like to thank Mr*** for reaching out regarding his billing inquiry. After further review of Mr***’s advertising contract, it became apparent that Mr*** was also running a 2/page advertisement in the Angie’s List monthly magazine. It is for this advertisement that Mr*** is being invoiced. I have attached a copy of Mr***’s most recent invoice. Mr*** requested to cancel his advertisement after the deadline had passed for the monthly magazine, which resulted in Mr*** being billed for the advertisement that ran in the monthly magazine. 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 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

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 have been corresponding with MsKelly S*** who has reinstated my contract, and we are working on refundMsSplieff is truly an asset to Angie's List
Regards,
*** ***

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 give our side of the story regarding
complaints filed against our company. I’d like to start by offering a sincere apology to Ms. *** for the frustration this process has caused. Ms*** purchased a Big Deal from the company *** *** on January 20, We became aware that there was any issue concerning this deal when the member contacted Angie’s List on January 30, Because her request was received within our 30-Day Refund Guarantee window, we have issued a refund of the $Big DealThis amount was refunded back to her PayPal accountThe refund was immediate on our end, but it may take a few business days to post to Ms***’s account. I find it regrettable that we left Ms*** feeling she had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersIt is clear from the tone of this complaint that we missed the mark, and I apologize for that. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, *** ***Angie’s List

Revdex.com:
Thank you very much for your assistance in this matter. I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me. In regards to the complaint, I faxed three times but the the fax did not go through because it was disconnectedI used the Contact Us page to send e-mails prior to 4/12/2017, which Angie's List apparently did not get eitherI received a response on Twitter on 4/12/with no resolution. The e-mail I used to contact them on 4/12/took a lot of detective work to find it.
Regards,
*** ***