Angie's List, LLC

August 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 respond to complaints against our company I would like to apologize to Mr*** for any confusion regarding his current balance owed to Angie’s List. I have requested that Mr***’ Customer Success Representative, Jenat H***, contact him to confirm that he has a current balance owed to Angie’s List of $0. The exclusion placed on his profile is being lifted as well. 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

November 10, 2015Re: 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 4/30/2015, 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 We have reached out to the *** collections agency to inform them that no balance is owed In addition, we have removed *** *** from our call lists and excluded them from category search, per Mr***’s request.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe appreciate him bringing these concerns to our attention, and apologize for all of the frustration.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

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,
*** ***

July 17, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** RichardsonRe: Complaint Case # 10712354***, 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. The agent who spoke with Ms*** did not correctly note her account with the information that she did not want to renew her membership, and thus she renewed automatically on 4/30/ A glitch in our renewal system charged her again on 7/2/ Both of these charges have already been refunded We certainly apologize for this immense frustration We will be happy to provide compensation for any overdraft fees caused by our error, and I am in direct communication with Ms*** to this end We have also offered to provide Ms*** with a free membership as an additional courtesy, though she has currently declined this offer.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 This glitch certainly was something that Ms*** should not have had to deal with, and I am so sorry for causing extra stress to her We are happy to help make up for this in any way we can 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 have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I understand Angie's List has its policiesI understand they will not remove a negative review of a customers experience because a business owner doesn't agree with itI understand in the event a business receives a negative review, the business has the opportunity to respond to itThis all makes senseWhat I don't agree with is a review posted to a small business's profile page (MINE) from a customer that the small business has never dealt with and is over miles awayNot only can't Angie's List get in touch with this person (as they mentioned on 5/15), it should not be my responsibility to track down a person I have no dealings withAs it sits today my small family business is hurt by a negative review posted onlineI kindly ask that this review be removed until Angie's List can confirm with THEIR customer what location they intended this review to be posted on
Regards,
*** ***

July 7, 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 March 30, 2015, Mr*** agreed to advertise with Angie’s List for one year per the attached agreement On April 22, 2015, Mr*** agreed to provide several eCommerce offers through Angie’s List, as well 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 information is found under the terms and conditions on their advertising agreement Similar expectations and rules are laid out in the eCommerce agreement Mr*** signed.Upon receipt of this complaint, we did review the sales process for Mr***’s company, Topaz Construction & Development Mr*** was aware of the cost of the offers he ran prior to signing the contracts attached The negative reviews in question mention problems with communication on Mr***’s company’s part, and dissatisfaction with Mr***’s company rather than with anything related to Angie’s List As such, we will not be making any changes to the amount Mr*** owes, nor will we be reaching out to members to apologize for their poor experiences.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of the existing contracts Angie’s List and Topaz Construction & Development have a binding agreement, and just as we have acted in accordance with our obligations, so must Mr***As of the date of this response, Mr*** owes an outstanding balance of $for his traditional advertising and $for his eCommerce offers At this point his advertising has been canceled and his company has been removed from category search until this obligation is met. 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

August 18, 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 8/17/to request the cancellation and refund of her recent automatic renewal, which all memberships default to through our website. Ms***’s membership fees were refunded as she requested on 8/17/2016. All Angie’s List members receive email notifications of their upcoming automatic renewal prior to their membership being renewed 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 B*** Angie’s List

July 27, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case # ***,Thanks for bringing this updated complaint to our attention As always, we do appreciate your time, and our opportunity to give our side of the story regarding complaints filed against our company.Mr*** does not seem to have provided any new information with this complaint We provided a signed contract showing that Mr*** agreed to a 12-month advertising relationship with us In addition, we have already included the statement that "We dispute that we did not assist Mr*** with a store front offer Mr*** had a store front offer posted, which Angie’s List members actually purchased Additionally, his traditional advertising also ran for almost months on our website (per the attached agreement) prior to him cancelling He did not pay a full year of payments He paid for the months that his advertising was running and now owes the cancellation fee." We remain unhappy that this customer is disappointed with their experience with Angie's List, but we have reviewed the sales process and relevant contracts and still find that we have delivered to the extent that was promised We will not be making any new billing adjustments in light of this updated complaint If there are any new developments or claims related to this matter, we would be happy to look into this further. 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,
*** ***

Angie's List has noted this company's account. We encourage this customer to leave a review on this company, as this also helps Angie's List track the company's behavior and to develop trends in behavior

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
Regards,
*** *** I also want my money back you guys haven't done anything for my companyAlso not recommending angles list to anybodywhat kind of serious company you guys are when in less than a month you switched in different occasions the repyou guys have a lot to work on

August 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 Ms*** for any confusion regarding her membership All of our memberships 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. I apologize if Ms*** somehow missed this email notification. Ms*** initially joined Angie’s List on 1/19/Ms*** agreed to automatic renewal on her account when she joined. Her membership also informs her that the account will be automatically renewed on the date that ends her current term. With that being said, I have processed Ms***’s refund of $59.99, effectively cancelling her membership. Angie’s List seeks to offer top-notch customer service. I apologize that we left Ms*** feeling that she 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 will remain available to assist this customer with scheduling of the services purchased with the service provider

Revdex.com: My experience (and the other complainants to the Revdex.com in the last years) begs the question: How is Angie's List "Building Trust"?
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.] Angie's List did not honestly represent their advertising package, not did they honor their promise (albeit in emails) to advertise in "all of Milwaukee" for $ Nor did they respond quickly to the contract error which came to light almost months ago, or to my immediate request to make a new agreement within days of the old contract being signed, and discovered, to be wrong Angie's List did not handle the the problem professionally or in good faith: they went ahead and published the ads with disregard to the fact that I specifically told them not toThey did not respond to my repeated requests to change the contract within the confines of what would be profitable for them and economically feasible for us I have paid the $727.76, not to pay for the advertising, but because that is the only way we will show up in search results again It is also not "in good faith" for Angie's List to block us from search results while this was unpaid because there are consumers who pay Angie's List for those search results We are an A-rated, year Angie's List Super Service Award winner - exactly the type of company those consumers are (paying) searching for Also, repeated requests for contact information for officers or principals in the company that could help were refused Please see the attached documents with email and date verification I also have several other HVAC companies with similar situations who are reticent to share their experiences publicly, lest they are "buried" or completely taken out of search results on Angie's List as well Black text is Angie's response to my initial complaint, and red text is my responseSEe attached emailsMESSAGE FROM BUSINESS:May 19, Indianapolis 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 12/30/2014, Mr*** agreed to advertise with Angie’s List for one year per the attached agreement We require each prospective advertiser to sign a contract See attached emails from 12-30- There were a series of contracts sent over which were confusing and not what we had agreed to See emails dated 12-30-in which I pointed out the discrepancy and confusion and asked Michele for a new contract twice that day outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee of 35% of the remaining balanceof the agreement See attached emails from 12-29-asking for “...pub ad and web ad both for following areas: Milwaukee (all areas)...for $4000...” and 12-30- Michele’s response, “your request has been approved by my manager.” I also called Michele back on 12-31-14, the day after signing the contract because I was still confused with the wording on the contract I did not believe that it reflected “all of Milwaukee” as promised I specifically asked Michele about Greenfield (across the street from our shop) and Greendale, which are both in Milwaukee County Her response, “if they are in Milwaukee, they are included”I found out from *** (Angie’s List) a few days later that Greenfield, Greendale, and several other areas that are in Milwaukee were not part of my contractSee email from 1-19-15: *** acknowledged the mistake, “She (Michele) more than likely assumed you meant the areas with Milwaukee in the name….to have all of Milwaukee is much more than $4000…” The outstanding balance owed in the amount of $is for services rendered Their ad ran for three months in both our printed magazine Pub ad was not slated to begin until March- see contract Angie’s attached to their reply I typically receive a copy of the publication and have not received one with our ad in it and on our website Due to any confusion regarding the web advertisement, this provider was already granted a waiver of the cancelation fee and also months of their web ad This was explained to the provider prior to their Revdex.com complaint See attached email 1-20-where I ask for Angie to work out a compromise to redirect my advertising (since I had paid $upfront)Also see attached emails from Jan 26th, 27th and 28th with *** who was asking for an approval on my pub ad - I state, “I don’t want any ad run until this is sorted out*** is aware of this.” Drew replies, “thank you” I had no idea the advertising had gone ahead without addressing the questions in that email or without my approval*** and *** knew there was a problem, and both knew (*** in the beginning of January and *** by the end of January) I was waiting for someone at Angie’s to rework the ad, yet no one contacted me, and apparently ran the ad anyway which I was not even aware of until March 31, Regarding their print ad, the magazine does go to the entire Milwaukee market Our sales team was very clear about the zones and how many members they would be reaching via web and print The zones were all listed out in the emails that Ms*** received As seen in the previous email attachments, the zones and what members would be reached was not clear The wording on the contract changed times in a matter of hours and each time I asked for clarificationMy questions and concerns were validAs it turns out the contract was not what had been promised and I would not have signed it if my questions had been answered correctly In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did, however, deliver to the extent of the existing contract It was a misconceived contractOnce their amount owed is paid in full, they will again be reinstated (what does “reinstated” mean, exactly?) and available in category searches on Angie’s List (available when someone does a search for “***”? and in search results for all HVAC related categories? will placement on a search result be rotated or will we always be beneath higher paying advertisers?) Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further informationKind regards, Mindy O***Angie’s ListRegards,
*** ***

April 29, 2015 Indianapolis 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 the frustration this process has caused Ms***. 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 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 companynotifies 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 toconfirm that review at the request of the service provider. Ms*** did not specify which negative review on her company’s profile she was referencing, but based on the recent notes on her profile, I am assuming it is the review submitted by member, Bill Wallace. If this is incorrect, please let me know. Though Ms*** does recognize the member, we did make an exception and proceeded with the reconfirmation process due to the discrepancy. We reached out to the reporting member on4/22/at Ms***’s request. To date, we have not received a response from the reporting member Ms*** is aware of our reconfirmation process per discussions with Angie’s List representatives on 4/24/15. I find it regrettable that we left Ms*** 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, Mindy O***Angie’s List

June 23,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
Attn*** *** Re: Complaint Case # ***
***,
Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed
against our companyI apologize for the delay in my response
I’d like to start by offering a sincere apology to Mr*** for any frustration he may have experienced during our migration to a new website
We recently began transitioning our website to a new platform, and some older information has taken a while to be migrated overDuring the delay, I have personally reached out to Mr*** and have provided him the data he asked forI have followed up with him to attempt to make sure he is not still waiting for more information, but have not received a response to my emails
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 membersIf Mr*** needs any additional help, he has my direct contact information and I would be happy to assist him
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,
* *** ***

May 1, 2015 Indianapolis 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 1/8/15, Mr*** from *** *** *** *** 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 cancelation fee We apologize for any misunderstanding regarding *** *** *** ***’s advertising. Mr*** has already spoken to his account manager at Angie’s List. His advertising has since been cancelled and no further advertising fees will be charged. Additionally, the cancelation fee has been waived. 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 As stated above, the cancellation fee has been waived but the 50% refund that they requested will not be given. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, Mindy O***Angie’s List

January 7, 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 *** ***
signed a year-long agreement with Angie’s List on November 17, 2015, authorizing an early termination fee of 35% of the total contract value, we have decided to honor his request by waiving this early termination fee *** *** made the agreement with us assuming that his advertisement would be placed at the top of search results, which ended up not being the case Part of the reason behind this was the fact that the majority of reviews on *** ***’s company’s profile did not meet our review integrity guidelines However, in light of any miscommunication or misunderstanding during the sales process, we have waived the early termination fee and canceled *** ***’s advertising contract, effective 12/1/2015. In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe appreciate the feedback and ability to correct this situation to some extent.Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse ***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 greatly appreciate the manner in this management at Angie's List has addressed and resolved the problem While getting the issue resolved was very frustrating, the end result was very satisfactory and handled in a profession manner With that in mind, I would use their services again
Regards,
*** ***