Angie's List, LLC

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
[Provide details of why you are not satisfied with this resolution.]Angie's List is not willing to remove the bogus review even if their member does not respondI feel that if he does not respond in a reasonable amount of time the review should be removed
Regards,
*** ***

January 12, 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 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 Mr***s wife 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. Mr*** contacted us via phone on 01/08/requesting cancellation of his membership, and a refund of the membership feeAs a result of that phone call with a supervisor, his account was set to not renew in the future, and he was refunded the cost of his most recent renewal that occurred on 10/4/The amount of $was credited back to Mr***’s credit card Mr*** asked to speak with the supervisor’s manager, and was transferred to me. After receiving contact from Mr***, I checked the activity through his accountBecause the membership was actively used to search for providers, buy gifts for other members, and leave reviews until 9/30/2013, I refunded the additional renewal fee which was processed on 10/4/That refund of $was also credited back to Mr***’s credit cardMr*** has been credited a total of $for the two years that have been refundedHowever, because the membership had been actively used prior to that, we will not be refunding the previous year’s feesI find it regrettable that we have failed Mr. *** 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. *** ***Angie’s List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***I purchased this voucher THRU Angie's ListI expect Angie's List to protect consumers who deal with "difficult and less than honest merchants"Otherwise, I could have purchased time with a house cleaner anywhere else. (outside of Angie's List) I paid $to ANGIE'S LISTNOT directly to the merchantIt is NOT my concern as a consumer that you paid the merchant before I even had my appointment. I am a paid Angie's List subscriber/member. I scheduled the appointment within the appropriate allowed timeframe the merchant requestedI was basically cheated out of about dollarsWhat Angie's List did not state in their response to Revdex.comIs that they reached out to this cleaning company but the cleaning company NEVER RESPONDED to themSo now Angie's list is leaving their consumer out to dryAngie's List needs to find a way to get in touch with the merchant and retrieve my money or Angie's List needs to refund me the money I paid THEM then go after the merchant to recoup costsThe work was NEVER done and I PAID for it to get doneThe merchant STOLE MY MONEYTaking money for a job and then not completing it is theft and Angie's list does not want to help??? Angie's List is basically leaving a paid subscribing member hanging out to dry. I would have no option left other than to sue this cleaning company in small claims court for a refundWhat a nightmare thing to ask a PAYING member of your service to do! Why does it need to come to that? Why is it asking too much for Angie's list to step in and correct thisDo the right thing Angie's List and refund a loyal, paying subscribing member? I do not accept their response

September 1, 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 7/6/2017, Mr*** started to advertise with Angie’s List for one year. We require each prospective advertiser to electronically sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesOur advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website. We did look back through the sales process, and did not find that there was any misleading or confusing commentary on our end Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreementMr*** was notified of the early termination fee during the sales process. On 8/9/2017, Mr*** called Angie’s List to discuss the cancellation of his contract. The cancellation process was started at that time. Mr***’s contract was cancelled and the early termination fee invoiced Mr*** then contacted Angie’s List and stated he didn’t want to cancel until the next month due to financial constraints resulting from the early termination fee. Angie’s List has worked with Mr*** to reinstate his advertising contract and refunded the early termination fee that was invoiced as a result of his cancellation. Angie’s List is not responsible for Mr***’s supposed loss of income that resulted from his cancellation request 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 am shocked though they state I didn't use other means to sort this out even I contacted them several times and had single response weeks later and since PayPal closed my case due to sellers non responsiveness I had no other choice but contact Revdex.com, and only after I emailed copy of my complaint message to Angie's List then they reacted and issued refund.Excellent job, thank you for your help!
Regards,
*** ***

June 12, Indianapolis Revdex.com EWashington Street Indianapolis, IN 46202 Attn*** *** Re: Complaint Case #
*** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to give our side of the story regarding complaints filed against our company. I’d like to start by offering a sincere apology to Mr*** for any frustration or confusion regarding his membership Currently, Angie’s List does not offer refunds for purchased memberships, except in specific one-off situations. I would like to apologize to Mr*** that this was not made clear when he was joining Angie’s List. Angie’s List would be willing to assist Mr*** in locating service providers in his area, had he wished to give Angie’s List an opportunity to help. Since Mr*** has requested a refund within minutes of joining Angie’s List, I will grant an exception to our refund policy and issue Mr***’s refund 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 M*** Angie’s List

June 15, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** *** Thank you for bringing this complaint to our attentionWe appreciate the opportunity to
respond to complaints against our company I apologize for the frustration this process has caused *** ***. As you may know, 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. Because 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 forum. We do not remove reports at the request of service providers. Rather, we allow each service provider to respond to any reports they receive, to share their point of viewWe 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. In *** ***’s case, this process was initiated but we did not hear back from the memberI have asked for our Review Integrity team to perform this process a second time, in an attempt to best assist *** *** I find it regrettable that we left *** *** 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, Jesse *** Angie’s List

March 1, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to any complaint filed against our
company On 1/16/2016, Ms*** 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. Ms*** brought to Angie’s List attention her complaints. Angie’s List representatives have reviewed and looked into her request. It was determined that Ms***’s profile reflected the proper category grade of a ‘B’ rating for the appropriate category for one of her eCommerce offers was running in, and an ‘A’ rating for the appropriate category her remaining eCommerce offer was running in, as that was Ms***’s company’s current category grade in each of the categories her company offers were running. The eCommerce offers pull the grade for each specific category that the eCommerce offer is running in After reviewing Ms***’s complaint personally, Angie’s List is willing to waive one of the four months of services that were not paid while Ms*** was under contract as a customer service gesture. The early termination fee with stand unless Ms*** decides to sign a new month contract/”late reinstate”. This means that Ms*** would have to pay three out of the four invoices that are past due and sign a new contract. If Ms*** is interested in taking Angie’s List up on this offer, she can follow up with her Client Success Representative, BJ S***. 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 ListWe delivered to the extent of our contractAngie’s List and Ms***’s company 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 M*** Angie’s List

July 22, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** 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 companyI apologize for the delay in my response On 11/12/2015, Mr*** electronically agreed to advertise with Angie’s List for one yearWe require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these servicesEach contract includes a standard cancellation fee of 35% of the remaining balance of the agreement We have reviewed our sales process and customer service interactions with Mr***Mr***’s advertising contract was cancelled on 7/15/after speaking with management in the Advertising DepartmentIn terms of the portion of his advertising term that already ran, Mr***’s advertisement was running as agreed from November through JulyMr*** will still be responsible for paying the standard Early Termination Fee, but any payment he has made since the time of cancellation will be applied to what he owes for this fee In 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 B*** Angie’s List

August 4, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** 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. I apologize to Mr*** for the frustration he has experienced. It is important to understand that Angie’s List is a consumer forumCompanies are able to add their own information to the website or are added by our paying members through a report on service that was provided to themTypically, we will not remove any provider from the list completelyInstead, we can withhold unwilling participants from Category and Keyword searches. I have set up Mr***’s company to be withheld, as requested, by adding the Unwilling Participant exclusion to his profile. I would also like to apologize for the frustration Mr*** has had with the receipt of phone calls from Angie’s List. I have notified the representatives who have been reaching out to Mr*** that he is no longer to receive phone calls from Angie’s List. I have set notices on Mr***’s company profile to ‘Do Not Call or Fax or Mail’ and have unsubscribed Mr*** from receiving emails. I would like to advise that we have several pre-populate email lists, and it could take a few days for Mr*** to stop receiving our emails completely 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. Thanks very much for your help!!
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. They have been extremely helpful in sorting through our differences and have fixed the problem I was having with the contract
Regards,
*** ***

May 13, 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 an offer from the company Sunnyview Landscaping on 10/29/14. There is a day refund policy that is included in the details of the deal purchased. We are so sorry for all the scheduling trouble Ms*** had with this company. As a courtesy, we have refunded Ms*** for the offer purchased in the amount of $99.00. 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, Mindy O***Angie’s List

August 19, 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 9/18/2015, 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. Upon review of the correspondence that was received from Mr*** regarding his advertising contract, Mr*** did not request to cancel his advertising contract at any point in time. Mr*** did advise his Client Success Manager that he did not want to automatically renew his contract at the end of the term. The charge Mr*** was assessed on 8/17/was the final payment on his contract. Mr*** contacted his Client Success Manager on 8/17/and this was explained to him. Due to Mr***’s dissatisfaction with his advertising contract, Mr***’s Client Success Manager has offered free services to attempt to resolve this situation. If Mr*** has any questions or concerns regarding his contract or the offer of free services, he can contact his Client Success Manager for further assistance. 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 B*** Angie’s List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***

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
Hello *** *** I have to admit that I feel at a slight disadvantage as you and Jesse are on a first name basisHowever, if other Angie’s List members have had similar experiences as I, it doesn’t surprise me that you two are so well acquainted. Jesse is correct in the fact that I have brought issues to his and Angie’s List attention and so far they have yet to come through and provide anything that represents serviceI did not ask Angie’s List to contract with Cascadia and since I was advised my call was being recorded, I ask that Angie’s List provide the audio where I requested thisWhat happened, was in an attempt to find a replacement for another horrible provider, I was advised of CascadiaI clearly mentioned that I didn’t elect to hire this provider as previous conversation with Cascadia left me with the impression that this provider was disorganized and less than reliable, and I’m certain the recorded audio CLEARLY states thisI was told that a conversation between Angie’s List and Cascadia took place and my situation and concerns had been communicated to Cascadia, and then I was asked if I would accept Cascadia as my providerI once again voiced my concerns and made it clear as long as Angie’s List was co-signing that I would not have the issues I was concerned about, I would accept this providerAngie’s List vouched for Cascadia and I accepted The fact that every concern I brought forward played out is the reason for my complaintInstead of stepping up and stepping in to resolve this, Angie’s List now wants to say, “I refused to reach out”I shouldn’t have to reach outThis entire episode was coordinated and orchestrated by Angie’s List and it’s their responsibility to take actionThe work was not done on the day of service and when the provider advised he would have to come back the next day to haul away the mount of yard waste that fits in a residential bin, I was shocked! The provider didn’t even haul any waste away, they used my bin and failed to do the requested work completely or to my satisfactionCascadia was not prepared, cost me an additional days works and didn’t show up the next day as promisedI called both Jesse and his staff that following day when Cascadia didn’t arrive, or call, and this was the only refusal, Jesse and his team refused to take my callIn my multiple messages, I advised I had video and photo proof of the sloppy work and demanded that I be refunded immediatelyThey knew the pot had boiled over and they had dropped the ball againAfter missing weeks of work from Angie’s list providers not showing up as scheduled, rescheduling or week long jobs that end up going for nearly month only to not be finished, Jesse knew he no longer had a reasonable excuse for not holding providers responsible How many opportunities does Angie’s List and their provider get to fail? I have lost count! The facts are simpleIn an escalated customer service environment, both Angie’s List and the provider failedAngie’s List advised me that “they would provide better service if they were a profitable company” and clearly did not deny this in their response to The Revdex.comThe provider that I did not request, left early for an invalid reason, didn’t return as scheduled and both Jesse and his staff, declined to take my callsAnd the only reason Angie’s List has responded, (as my last couple complaints went unanswered from the Revdex.com) is because they know this is about to get media attention and they want to give the appearance they have been proactive when in fact they have been reactive and very poor at that Simple or not, the responsibility and weight falls on Angie’s List, but rather than be a reputable company, they have taken to slanderizing customers, and now liable, not realizing that without customers, there is no need for providersLet this record stand as the ultimate example of the difference between Cowardice Service and Customer Service
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is not satisfactory, but the company is not understanding how the miscategorization of my company affected my advertising contract, affecting the business I was to receive from the advertisementHow they don't connect the two does not make sense
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 Mr*** for the poor experience in pursuit of his Big Deal refundAccording to our records, Mr*** contacted us on 6/15/to ask for a refund on his $deal purchase made on 4/7/On 6/15/2015, an Angie’s List representative received this request and provided Mr*** with options moving forward. Mr*** was advised that he can purchase a replacement offer or Angie’s List can assist him in getting the original offer completed. Mr*** was eligible to purchase a replacement offer through Angie’s List before his offer expired on 10/4/2015. Like most of our deals, this offer expired months from the date of the purchase. Mr*** never purchased a replacement offer and has waited more than years to follow up with Angie’s List regarding his request. Due to the length of time that has passed since Mr***’s purchase of his Big Deal, a refund is not appropriate. Mr*** has been working with Colleen C***, a supervisor with the Member Care Department. Colleen has granted an exception to Mr*** regarding his expiration dateShe has provided him with a day extension to purchase a replacement offer to receive a refund on his original purchase. Mr*** can continue to work with Colleen directly to resolve his complaint 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 M*** Angie’s List

May 15, 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 *** *** on April 25, Mr*** requested a refund and was asked to fill out a refund form, as we do with all customers for refund requests in order to track and investigate providers if warranted. No fraud occurred with Angie’s List. We are in communication with the provider at this time regarding the provider not honoring the deals that he had posted on Angie’s List. Mr***’s refund was processed the same day the refund form was submittedHe was refunded in full for $ 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