Angie's List, LLC

Angie's List has contacted this customer to discuss their experience and assist with the cancellation of their membership. At this time, we have come to an agreement to resolve the customer's complaint and issued a refund for their recent membership renewal, effectively cancelling their
membership. Angie's List would like to wish this customer the best in their new ventures and hope the customer will keep us in mind in the future if a need arises

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I agreed to advertise with Angie's List I was told how important it was for me to get my "store" set up and other steps that my account manager would assist me withI was never given the opportunity to set anything upI could not even see how my ad appeared since I do not live in the area that my ads were targetingI left several messages with my account rep advising this, but could not get a timely call back or even an email with a solution to this problem to get serviceIt is very disappointing that a company that was created to help consumers find good companies to work with and avoid bad ones would have such poor customer serviceAs far as I am concerned my advertising never startedI certainly never saw an ad, and I did not receive one inquiry from an Angie's List member during the time that they claim they were providing the service to my companyA full refund is the only equitable settlement of this complaint.Regards,*** ***

July 2, 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 that this process has causedI also apologize for the poor customer service that Mr*** received in the form of multiple review reconfirmation requests within a short period.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.The only reason that we temporarily removed Mr***’s review was because in his response to our request, he mentioned “I will check my records and get back to you.” Typically members stating this are expressing uncertainty about which company they called Prior to my response to this complaint, Mr*** wrote back to confirm his review, and it was restored.Angie’s List memberships are backed by a satisfaction, money-back guaranteeAs requested, I have refunded the full cost of his membership, $29.00, back to his credit cardThe refund was immediate on our end, but it may take a few business days to post to Mr***’s accountAs a courtesy, I have left Mr***’s account active Future renewals have been canceled unless Mr*** manually chooses to continue using our service.I find it regrettable that we left Mr*** feeling he had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersIt is clear from the tone of this complaint that we missed the mark, and I apologize for that I hope that with this explanation and apology, Mr*** sees fit to continue his membership with us, and give us the chance to improve his perception of our company. 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

November 12, 2015Re: Complaint Case # ***Thank you for bringing this updated 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 you.We hope to continue to work with *** *** and have full confidence in his term of advertising being successful and mutually beneficial for *** *** *** *** *** and Angie’s List That said, if *** *** does not feel confident enough to continue our advertising relationship, we have agreed to waive our standard Early Termination Fee for the contract He would be refunded for the amount of his contract that he has prepaid that has not yet run The only fees we would not refund would be for services already rendered *** *** is in contact with his account manager, who is helping him work out the specific dollar amount involved.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe do still hope to have a productive and satisfying advertising relationship with *** *** but want to make sure he feels that he has options and we value him as a customer. 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 10,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
Attn*** ***
*** *** *** * ***
***
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 all the frustration she experienced
It looks like *** *** signed up in February of to look into providersThe annual membership she opted for online does default to autorenewalHowever, we employ customer-friendly refund policies for situations such as thisThough *** *** did briefly use her membership during and 2015, I have refunded the charges from 2015, totaling $being returned to *** ***’s card
I have followed up personally with *** *** to apologize that our autorenewal surprised her and offer her a free membership to use during upcoming projectsShe did not want to continue working with our company after this poor experience, which I regret, and which we will take as an opportunity to learn and grow as a company
We strive to provide top-notch service to our membersAgain, 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
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 meI did receive my refund but still contend that Angie's List is a complete rip off for consumers and should be shut downOn your site alone aout of reviews of them are extremely negative, neutral and positiveThose numbers should be enough to convince you to lower their rating
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 Angie's List provided a full refund of the purchase
Regards,
*** ***

October 23, 2015Attn*** ***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 As he mentioned in his complaint, MrRyan has agreed to
advertise with Angie’s List in previous years This advertising ensured that *** *** company, Trinity Heating, Cooling, & Refrigeration LLC, would show up on the first page of search results for members Since the company was also offering highly discounted Big Deals to members, much of the traffic to his page would likely purchase these Deals Based on *** *** statements, this is what likely happened.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 Our advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website As MrRyan has cancelled his prior agreement with us and has now paid off his early termination fee, he is now eligible to advertise with us again based on the excellent ratings consumers have given his company Angie’s List is of course under no obligation to sell him a smaller advertising package than we feel is in our members’ best interest, and we retain the right to do business under our own terms and at the discretion of our advertising department.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 contracts that were signed We would be happy to have MrRyan back as an advertiser, but as with any contract, it’s important to find mutually beneficial terms for both parties. 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

November 4,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
Attn*** ***
Re: Complaint Case #
***
***,
Thank you for bringing this complaint to
our
attentionWe appreciate the opportunity to give our side of the story
regarding complaints filed against our company.
I’d like to start by offering a sincere
apology to Mr*** for the frustration this process has caused
Mr*** purchased a Big Deal from the
company *** *** on August 21, We were not aware that there was any
issue concerning this deal until the member contacted Angie’s List on October 20,
Upon receipt of this complaint, we have reviewed the situation and the
communications associated with this service providerAlthough his request was
received outside of the window of time specified in our 30-Day Refund
Guarantee, we have issued a refund of the $Big DealThis amount was
refunded back to his credit cardThe refund was immediate on our end, but it
may take a few business days to post to Mr***’s account
I find it regrettable that we left Mr***
feeling he had no recourse but to contact the Revdex.comWe strive to provide
top-notch service to our membersIt is clear 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:I have reviewed the response made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is not a resolution at allAngies's List has sent us to collections for an erroneous amount.Our position is that Angies List failed to meet the terms of the advertising agreementThe agreement states a list of keywords which we were promised top search results forOur business never in a top position for these keywords after repeated testsThe agreement also requires Angies List to have account representatives assigned to our account that would address concerns in a timely manner, multiple times we were unable to get a response at all from account representatives and other times it would take weeks to get a response, which was usually a two line email that never addressed the problemFor example, we requested multiple times with different representatives to get a receipt for our January payment, we have still to this day never been provided the receipt.Angies List not only failed to provide the customer service outlined in the agreement, but they also failed to provide the top placement for keyword searches, which was the basis for this entire advertising campaignIn short, Angies List failed to provide the majority of services we were paying to provide.Since canceling, they have also been extremely aggressive with collecting these erroneous chargesThey started by immediatly reporting us to collections, before attempting any arbitration or even returning my phone callsThey also used a backdoor method to charge our AMEX card after we told them not to charge and informed AMEX to block their chargeFurthermore, they sent us to collections for the same amount that they successfully charged to AMEX.We feel scammed, they sold us on top placement in their directory which they never delivered, they have charged us almost $more than the contracted amount and have sent us to collections over money that they already charged to our AMEX and still to this day refuse to return my phone callsThis is in no way resolved.Regards,*** ***

December 18, 2015Re: 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 response.I’d like to start by offering a
sincere apology to *** *** for the frustration this process has caused. We are currently working to fully respond to this matter I apologize for the additional delay, but we are aware of the complaint and are gathering information to resolve the situation. 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 [email protected]

December 2, 2014 Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn*** ***Re: Complaint Case #*** *** Thank you for bringing this complaint to ourattentionWe appreciate the opportunity to clarify anything that might stillbe unclear. Angie’s List does not allow members to leave anonymousreviewsTo prevent that, we have set guidelines requiring a minimum amount ofinformation from members providing reviewsThis allows the companies beingreviewed to check their records and verify that the report has come from theircustomerThis is stated in our Membership Agreement, which every member mustaccept before accessing our websiteIn item number of the Agreement, itstates: As acondition of Your use of the Service, You agree to: (a) provide Angie's Listwith true, accurate, current and complete information as prompted by theAngie's List's registration forms, when registering for or using the Service;and (b) update and maintain the truthfulness, accuracy and completeness of suchinformation. Additionally, under the section of theAgreement regarding submission of reviews, item number (f) states: Yourname and review information will be made available to the Service Providers onwhich You review. Mr*** has purchased Big Deals throughhis Angie’s List membership. The only BigDeal that has not been refunded to him is for *** *** *** ***ThatBig Deal was purchased on 7/23/2014. Accordingto our records, we did not receive any contact from Mr*** related to hisBig Deal purchase or otherwise, until 9/10/Mr*** notified us of issuesconcerning this deal on 9/25/2014, outside of the window for our 30-Day RefundGuaranteeAlthough Mr***’s request was received outside of the window oftime specified to receive a direct refund, we are able to exchange the deal ifhe purchases another Big Deal of any monetary amount. I apologize for the continued problems thatMr*** has encountered surrounding his addresses on our websiteWe wereable to remove all addresses from Mr***’s view, with the exception of hisPO BoxAny addresses that he is able to see through his account now are tiedto his ‘Recent Searches’ and can be removed by Mr***, simply by clickingon the gray ‘x’ to the rightI have attached a screenshot to show hismembership as Mr*** sees it, with a red circle referencing the ‘x’ I amreferring toDepending on how many times he used the additional addresses forsearching, he may need to ‘x’ it out multiple timesBecause our website, aswell as our Band of Neighbors feature, references the address on file, Mr.*** may encounter some difficulty when searching for providers bydistance. I find it regrettable that we left Mr***feeling he had no recourse but to contact the Revdex.com Thanks again for the opportunity to respondto this complaintPlease let me know if we can provide any furtherinformation. Kind regards, Anna ***Angie’s List

July 15,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
Attn*** *** Re: Complaint Case # ***
***
Thank you for bringing this update to our attentionWe appreciate the opportunity to respond
I have been in direct communication with *** ***, and have explained our policies to himI find it frustrating and unfortunate that *** *** appears to have received misinformation from another source; however, it should be self-evident that the manager at Angie’s List who oversees our ecommerce refund policy would have better and more accurate information than another partyDespite any misinformation to the contrary, we typically do not offer refunds for deals purchased years agoAfter the expiration date of a deal, the member retains only the paid value as a voucher for the specific service provider who offered the deal
However, we value *** ***’s membership and would love to make an exception to our standard policy by helping him swap the deal out with a current offer, even one in a totally separate type of work*** *** has declined my personal assistance with finding a replacement offer, but he should still have my personal contact informationI remain hopeful that he will let me know of any current needs so that I can help him replace his offerUntil that point, *** *** is welcome to work directly with *** *** the service provider, to realize the paid value of his ecommerce voucher
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 have determined the response would not resolve my complaint They simply reiterated the offered resolution which my complaint had already stated was insufficient
Regards,
*** ***

July 13, 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 Ms*** for the frustration this process has caused. Ms*** purchased an offer from the company *** *** *** on May 5, Ms*** requested assistance with the deal from Angie’s List on March 16th, due to problems with the company’s responsiveness Although we did not receive contact from Ms*** during the 30-day refund period offered on all of our ecommerce offers, we are still working with her to find a different offer to purchase, at which point the original purchase will become eligible for a refund On 7/9/Ms*** contacted Angie’s List and was working with us to find a suitable offer in another service category She stated that she would contact us once she had found a suitable offer, or if she needed our assistance in the search.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 resolution would be satisfactory to me.
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. On 1/27/2015, Mr***’s company, * *** *** agreed to advertise with Angie’s List for one year. 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. After investigating this matter, we determined that a refund of advertising would be issued for the cancellation fee. The refund was processed today. In short, I sincerely apologize that this customer was 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, *** ***Angie’s List

December 3, 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 poor experience dealing with our chat and email support Mr*** clearly described the glitch he was experiencing multiple times, and it does not appear that our agents ever fully resolved the issue. As Mr*** repeatedly asked for help but never had his issue resolved, I have refunded the full cost of his membership from 2014, $back to his PayPal accountThe refund was immediate on our end, but it may take a few business days to post to Mr***’s accountI have also followed up with the direct managers of the representatives Mr*** interacted with to help improve our customer service In light of Mr***’s years of membership with us and the poor customer service he experienced recently, I have also extended his membership for a free year at our Premium level, to hopefully slowly earn back some lost trust I have also provided Mr*** my direct phone number and email address, in case I can be of further assistance.I find it regrettable that we left Mr*** feeling she had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersIt is clear in this case 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, Jesse B***Angie’s List

May 9, 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 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. I apologize if Mr*** somehow missed this email notification. Mr*** also paid using PayPal. PayPal notifies each member by email of every transaction that takes place with their account Mr*** initially joined Angie’s List on 5/6/Mr*** agreed to automatic renewal on his account when he joined. His membership also informs him that his account will be automatically renewed on the date that ends his current term. I was unable to locate any communication by phone, chat, or email from Mr*** to Angie’s List since becoming a member. This would result in his account remaining on automatic renewal Since Mr*** has contacted Angie’s List through the Revdex.com to request the cancellation and refund of his recent automatic renewal within days of the renewal, I have processed his request. I have issued a refund of $back to Mr***’ PayPal account. 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