Angie's List, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

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

Angie's List will remain available to assist this customer with scheduling of the services purchased with the service provider

angies list did call and let me cancel, the service with out the excessive early charge, nowwe are very thankfulthey also explained they are looking at these yearly contracts and may have month to month dealswe may again try angies list one day if they should offer month to month and really explain to us what they can offer plus be sure we are showing upor prove to us we are actually getting any leadswe don't understand why we cant rate angies list on google reviews

October 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 Ms*** for any frustration regarding our auto renewal programThis 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, and we employ customer-friendly refund policies for situations such as thisThe following notification appeared on the online “Join” page that Ms***’s husband used to sign up for a membership through our website:
Continuous Service Membership: To ensure uninterrupted service, all Angie's List memberships are renewed automatically, using the credit card on fileAll of our annual memberships are renewed at the current membership rate on the first day of the month in which the current membership term ends, while monthly memberships are renewed at the current membership rate on the date in which the current membership term endsYou may cancel at any timeAnnual memberships are backed by our 110% money back, satisfaction guaranteeSorry, no refunds for monthly memberships
Additionally, this information is included in the welcome packet that is sent to the member’s home after signing up.
Ms***’s husband, Mr***, contacted us via email on 7/25/requesting cancellation, using the same phone number and email address provided with this Revdex.com complaint. An annual Angie’s List membership was located with that contact information and future renewals were stoppedThe Angie’s List representative confirmed the cancellation via email, but explained that this membership was not on monthly billing and asked for additional contact information to locate a possible second accountMr*** contacted us via online chat on 10/25/requesting cancellation and again providing the same contact informationThe representative explained that the membership was an annual membership, not monthly, and issued a refund of the most recent charge since it had already been cancelled. A credit of $was issued back to Mr***’s PayPal account on 10/25/for his annual membership
Upon receipt of this complaint and further investigation, I was able to locate a second membership under Mr***’s name, registered without a phone number and a different email address, ***doh.hawaii.govThat membership was set for monthly billing. I have set that membership to not be renewed in the futureNormally, we do not issue refunds for monthly accounts as the above statement references, but I have issued a courtesy refund of $for this monthly membershipNo cancellation requests had previously been received for this membership
I find it regrettable that we have failed Ms*** and Mr***We strive to provide top-notch service to our membersI hope that Ms*** and Mr*** will give us the opportunity to win their confidence back in the future. Again, we sincerely apologize for any frustration this caused
Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information.
*** ***
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,
* *** ***

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
There clearly was confusion or I wouldn't have advertised Your sales team even stated "every contract MUST be properly licensed and if someone were to report them they would be immediately removed" which did not happen! It's sad that you advertise to the general public that your contractors are licensed and insured when as you clearly are admitting is not the case You should require every advertising contractor to provide a copy of their license prior advertising if you are going to deceive the public What does the IRS audits have to do with contractor's licenses? You are just adding more fluff and Angies's List always does Additionally I am not an attorney so not everything is clear in your lengthy contracts and descriptions which your legal department knows I will have leverage due to not being an attorney I will sue you if I have to although I'm giving you this final opportunity to reimburse me Once my first year was about up I notified Kirk F* that I was not going to resign At this time he notified me about the fetch list and guaranteed that I would get reviews as I had over regular customers The only catch was I had to resign I'm a business owner that is trying to grow my business so all I want was Angie's List to work for me Obviously I did not make the best decisions as I was constantly given the run around by your team Anyways I resigned, you ran the fetch list and I DID NOT get one single review from it So here we go againDid you even attempt to help get me reviews? No you did not I emailed everyone of my customers asking if Angie's List contacted them for reviews and not one single customer said they even heard from you except the getting advertisements to become members So the fact is all you did with MY CUSTOMER LIST was try to get them to buy memberships I'm sure my attorneys will have a field day with you.We both know the only reason you reimbursed me for my other business, *** ** ***, was because I complained to the Revdex.com You DID NOT give me an extra month I told you to cancel the contract which you refused until or months later At that time you refused to reimburse me for the overage and refused to provide detailed billing summaries You stated you also had documented proof of me agreeing to continue which you also failed to provide The fact is you attempted to take advantage of me so I took the complaint here As I continue to do more research this appears to be the norm with your unhappy customers You should not be allowed to get away with it.At this point its more of the principle than the money You are an unethical company and I will expose you if you do not refund me.My attorney is copied here
Regards,
*** ***

April 10, 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 Mr*** for the frustration this has causedMr*** has already been in contact with a supervisor at Angie’s List today and all of his concerns were addressed and handled. The recent membership charge was refunded and a check is being issued to cover all overdraft fees. I find it regrettable that we have failed Mr***We strive to provide top-notch service to our membersAgain, we sincerely apologize for the frustration this has caused. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Mindy O***Angie’s List

May 11, 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 Mr*** for the frustration this process has caused Mr*** purchased an offer from the company Armstrong Landscaping on 3/29/15. We do have a day refund policy that is included in the details of the deal purchased. We are sorry if Mr*** did not see this information. We have refunded Mr*** in the amount of $199.00. 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. Kind regards, Mindy O***Angie’s List

July 12, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** *
***, Thank you for notifying us that this complaint resolution was not satisfactory to Mr***We appreciate the opportunity to respond to complaints filed against our company. On April 18, 2016, Mr*** electronically agreed to advertise with Angie’s List for one yearBefore 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 Upon receipt of this complaint, we did review the sales process for this company. We did not find any wrong doing and found that Mr*** was not mislead nor guaranteed leadsWe also explained the month agreement and the 35% early termination fee while going through the sales process In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List and felt that they had no choice but to contact the Revdex.com in this matterRegardless, Mr*** was made aware of the contractual agreements beforehand and because of this, we will not be issuing a refund for services renderedAngie’s List has already cancelled the advertising contract Mr*** agreed to and has waived the 35% early termination fee 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 29, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this response rejection to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company. I’d like to apologize to Ms*** for the confusion regarding my initial response Ms***’s refund of $16.99, effectively cancelling her membership, was processed on 8/28/at 10:02AM EST, not 8/22/2017. It can take a few business days for the funds to process through her financial institution to her account. I apologize for this previous oversight 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 20, 2015Attn*** ***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 *** ***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 *** ***’s name yielded a variety of results regarding contact informationI apologize that *** ***’s home information was listed on her profile. I had been working personally with *** *** prior to receiving this complaint from the Revdex.com, and I believe this complaint was resolved prior to Angie’s List’s receipt of the complaint.I have verified that *** ***’s home address has been removed from her Angie’s List profile, and the profile itself has been removed from our databaseOur 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 by 11/16/Part of the delay *** *** describes is due to the fact that if someone conducts a Google search to locate *** ***’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 resultsWhen anyone does a search on Google it is these cached pages that appear Thankfully, upon testing today I was not able to find I find it regrettable that *** *** 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,Jesse ***Angie’s List

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,
*** ***

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 would like to add that this was, in fact, the THIRD time I had to contact the company and at the same time had contacted Revdex.com in order to get resultsThe statement in their letter that they refunded my money upon the first contact is a statementI am just happy to have my money backThank you
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. Please ensure that our company credit card is either credited back the 35% early termination fee, or confirm that the our company credit card has not yet been charged the 35% early termination and that Angie's List has no further intention of doing so. Thank you.
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,
*** ***

February 25, 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 apologize for my delay in responding to
youI first wanted to apologize to Mr*** *or any frustration he has experienced as a result of our policy changeOn 11/12/2015, 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 though we feel strongly that we did properly describe the nature of our Fetch program as it existed, we agree that the policy around that program changed shortly thereafter. Due to Mr*** being dissatisfied with this change, we have agreed to waive our standard Early Termination Fee for the contract. We will process a refund for this amount, as it was already charged to him. 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. As such, no refund will be offered for the advertisement’s initial periodI have also set up Mr***’s free listing for Maestro *** Studio so that he does not receive further contact from our advertising sales teams, as he requestedIn 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

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 Mr*** for any confusion regarding his membership Our records indicate that we received Mr***’ cancellation request on 6/22/2016. Mr*** spoke with one of our representatives and a supervisor who advised Mr*** that his account was set up so it would not renew again in the future. Mr*** had indicated that he had disputed the credit card charge for the membership renewal. The supervisor requested confirmation from Mr*** regarding his dispute claim and offered to refund Mr***’ recent renewal. Mr*** was unresponsive to the offer to refund his membership renewal 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 Mr***’ membership and refunded his charge from 5/9/in the amount of $Should Mr*** have any questions regarding his membership transactions, he can feel free to reach out to us directly and we will be happy to assist 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. Kind regards, Jesse B*** Angie’s List

January 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 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 confusion in pursuit of her Big Deal refundAccording to our records, *** *** contacted us on 1/12/to ask for a refund of her purchase, which was made on 1/12/Every time a member requests a refund for a Big Deal that has been purchased, Angie’s List, first and foremost, wants to offer assistance to the member. We offer to help with scheduling or to locate a company that can provide the service. If the member declines the offer of assistance and is within days of the purchase, they are eligible for a refund *** *** declined the offer of assistance. The representative she was chatting with advised that he had submitted her refund request, which will be addressed within 3-business days. On 1/13/2017, *** ***’s refund was processed back to her credit card, well within the 3-business day expectation that was given. *** *** was also sent an email confirmation on 1/13/stating that her refund had been processed *** *** advised that she believes it is misleading that the company does not service her area. The company indicates to Angie’s List what zip codes and areas that they service. The company signed a contract confirming that they would service *** ***’s area for the Big Deal she purchased. I have notified the eCommerce Representative that works with the company to have them adjust the contract for this Big Deal and remove *** ***’s area I apologize for the inconvenience this has created. I find it regrettable that we left *** *** 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 *** 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 respond to complaints against our companyI apologize
for the delay in my response
I apologize for the frustration this review seems to have caused Mr***As you may know, Angie’s List allows consumers to post comments regarding experiences they have had with area companiesAngie’s List is a passive conduit for these comments, meaning the content is wholly supplied by our consumer membersBecause 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 discussI acknowledge and understand that Angie's List is relying upon the accuracy of the information in order to serve other membersI confirm that I do not work for, am not in competition with, or am not in any way related to the service provider in this report
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 forumWe do not remove reports at the request of service providersRather, we allow each service provider to respond to any reports they receive, to share their point of view
However, in this case, the member who left the review did reach out to Angie’s List and ask for her review to be deletedWe have honored this request, and the review in question is no longer on Mr***’s business profile
I find it regrettable that we left Mr*** feeling no other recourse than to complain to the Revdex.comWe strive to provide top notch customer service for both consumers and service providers, regardless of whether the service providers are paid advertisers, or free users of our service like Mr***
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