Angie's List, LLC

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 frustration she may have experienced in corresponding with our Member Services Department by email. I can confirm that the Member Services Department has responded to every email that was received from Ms***. Response dates include: 6/22/2016, 6/23/2016, 6/25/2016, 6/27/2016, 6/28/2016, 7/1/2016, 7/2/2016, 7/4/2016, 7/12/2016, 7/19/2016, 7/22/2016, 7/27/2016, 8/2/2016, and 8/8/ We recently began transitioning our website to a new platform, and some older information has taken a while to be migrated over. The email questions Ms*** sent to Angie’s List were regarding her reviewsI have had a General Operations Supervisor, Jesse ***, reach out to Ms*** and provide her with the answers she asked for. He has followed up with her to attempt to make sure she is not still waiting for more information 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. If Ms*** needs any additional help, she has Jesse ***’ direct contact information and he would be happy to assist her 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 25, 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 repeated frustration she has experienced. Ms*** is absolutely correct that she communicated clearly with us about her updated needs regarding her roof and gutters It seems as though after her first request for a refund, we sent a link to our refund request form on May 3rd We never saw a response to this link, so it may have been redirected to a spam folder Regardless, she had communicated her desire for a refund well inside of our day window Ms*** emailed us several times to request her refund, and received incorrect information each time in her answer Though I am happy to see that she did receive her refund prior to our receipt of this Revdex.com complaint, even in the email acknowledging the refund our representative claimed this was an exception to our 30-day refund policy As Ms*** notified us in a very timely manner of her need for a refund, this was incorrect.Angie’s List strives to provide top-notch service to our members We have clearly failed our member in this situation I am pleased that we did finally refund her for this Big Deal, but I would plead with her to give our service another chance, as I know we can do much better than she has experienced I hope that Ms*** allows us a chance to earn back her trust To this end, I have refunded the total amount she has paid for her membership, and also extended her membership for free She will not see a membership renewal until June 25, 2016We will be following up with all of the representatives she communicated with in this matter, as more training seems necessary.I further invite Ms*** to contact me directly if she has any other concerns that I can help address My contact information is below. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, *** ***@angieslist.com317.396.***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 as long as there are no penalty's/fees and the service agreement is terminated immediately.
Regards,
*** *** *** ***

July 24, 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 a Big Deal from *** *** ***e on 3/17/ It appears as though immediately after the purchase, this provider let Ms*** know that they had some availability issues, but at first Ms*** was content to wait for them to be available and the ground to thaw Ms*** reached out to Angie’s List asking for a refund on her deal on June 12th Over the course of that week, we reached out several times to offer various solutions to her problem, in light of the fact that she contacted us outside of our Day Refund window It does not appear that Ms*** responded to our call or emails during that time.I apologize for any poor customer service provided by our call center agent who answered Ms***’s call on July 22nd Though she was correct to remind Ms*** about our Day Refund Policy, this should not have been conveyed as a flat rejection of the possibility of a refund Indeed, early in the morning on July 23rd, a supervisor made an exception to our policy and issued a refund of $back to her credit card We have called and emailed Ms*** to confirm that this refund has been processed, prior to receipt of this complaint.I apologize again to Ms*** that she had this poor experience with her Big DealWe strive for top notch customer service, and we have clearly failed in terms of our communication on this matter In the future, we can often help with scheduling problems and other frustrations, and our Day Refund Policy exists primarily to encourage members to let Angie’s List know of problems before they become too large to overcome We hope to continue assisting and serving her in the future. 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 the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My concern is that the vendor is not responding to Angie's List nor me. For me this is a fraudulent transaction if I can't get the service I paid for back in June 2017. If Angie's List can only reach out to a non-responsive vendor, I want this noted on their record about how they help resolve issues with their vendors

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 meThe business states they will refund the amount paid and given to contractorThat is acceptablePlease hold contractors more responsible for their collaborative jobs.
Regards,
** *** ***

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.Angie's List is NOT able to help me with scheduling because the merchant is out of businessThis blind auto response is infuriating! Angies List, PLEASE try to schedule and you will see that this "deal" you sold me is not being honored and won't be!
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
Angie's list is correct that they are not directly responsible for the landscapers service, but they are responsible for having downgraded me from to hours of work after the fact without consulting me as per my lawyers adviceThat was a direct order from angies list to the landscaper while they were on siteWhen I asked to speak to the supervisor for an explanation from angies list they told me to call them afterAngies list is directly responsible in this case, and made a decision that impacted my service without verifying what I was entitled to under my "landscaping" purchase vs "tree service" they gave me at reduced hoursHad it been a tree service the provider should have at least had a ladder or and a chain saw to trim branches that were more than 1" thick
Regards,
*** ***

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 received a phone call yesterday afternoon from angies list collections - He couldn't understand why I contacted Revdex.com - I explained my side like I have done with his other co workers and It seems they just keep passing around the same talking points with no desire to hear my side - I told him they turn over so many people that were connected to my account that no one knows what really happenedI also told him that the one person that took the time to work with me, left angies list around Nov10th (Steve M***)So the gentlemen I was talking to on the phone said - even though steve has left he has all his notes and It says I owed more payment - Before Steve left angies list he assured me that I make one more payment I'll be done --- Anyway I kept trying to talk and explain That Steve M*** left Nov10th and I made my last Payment on Novafter he left (angies list confirms the payment 11/22/2017)so now the gentlemen on the phone starting trying to say I owe for the past (I know I made all payments) I went back to the point that Steve, in his notes, that I needed to make one more paymentand Steve left Nov 10th and I made the payment Nov Thats when he told me Steve was wrong - This told me right then that no matter what I say It doesn't mean anything - so other words the notes don't mean anything eitherI don't know what else I could doIt's like fighting city hall - and everyone knows that saying - I'm not happy

October 13, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this updated complaint to our attentionWe appreciate the opportunity to respond to complaints against our
company I apologize for the frustration Mr*** mentions in his complaint. 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 We did reach out to the member in question. The member did not respond to indicate if the review was for the correct company or not. Our policy, as a passive conduit, is to leave the review on the company the member initially stated they had an interaction. I find it regrettable that we left Mr*** feeling he had no other recourse than to complain to the Revdex.comWe strive to provide top-notch service to all companies on our list 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 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 meThank you for the follow up!
Regards,
*** ***

July 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 give our side of the story
regarding complaints filed against our company I’d like to start by offering a sincere apology to Mr*** for any confusion or frustration Mr*** purchased a four-year membership to Angie’s List on July 9th, 2012. All of our annual memberships purchased online default to automatically renew for one year at a time at the end of their originally purchased term. I apologize, as I wasn’t able to find where Mr*** had asked to cancel his membership. He also should have received numerous emails in recent months, both advising about the upcoming automatic renewal and letting him know that as a long-term member, he was receiving our new Gold membership (which sells for $99.99/yr) for his original price, which worked out to $per year. However, we employ customer-friendly refund policies for situations such as thisWithin days of an automatic renewal, we are able to refund the renewal feesI do see that an email agent of ours failed to refund Mr*** when he wrote in to complain about the charge, though it appears he did not contact us until after he had already filed this Revdex.com complaint. I am following up with that agent’s supervisor to be sure they receive appropriate training. I have refunded Mr*** his $3.12, which does mean that as of today he is no longer an active Angie’s List member I find it regrettable that we left Mr*** feeling he had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersWe do now offer a free membership option if he only occasionally needs to look up information on providers Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Jesse B*** Angie’s List

Angie's List is considering this matter resolved. The customer has received a refund for their purchase. The customer has been forwarded the responses sent by Angie's List

April 8,
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 companyI apologize for the delay in my response.I first want to apologize to *** *** for any frustration he has experienced regarding his advertisements with Angie’s List.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 early termination fee of 35% of the remaining balance of the agreementOur 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 commentary on our end regarding any promise of lead generationHowever, we did find that *** *** was not made aware of the early termination fee during the sales processWe also confirm that *** *** called us asking for assistance on December but was not followed up with until the following month.We will waive the early termination fee of $and credit one month of advertising fees in light of the slow response to *** ***’s December call and less than perfect customer service he has experienced*** *** will still owe the remaining balance of $for services rendered prior to this cancellation.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 we are sorry that *** *** did not get to experience a resolution to some of the problems he brought up.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 Ms*** for the poor experience in pursuit of her Big Deal purchaseAccording to our records, Ms*** contacted us on 6/22/to ask for assistance with the purchase of a recently expired Big Deal offerMs*** was being offering assistance by a supervisor to help with any issues experienced with the deal purchase and to clarify our abilities to purchase the expired offerOur representative was told by Ms*** that she had an incoming call that had to be taken, and Ms*** disconnected the phone call. Ms*** did not reach back out for further assistance I would like to point out that Ms*** is not a member of Angie’s List. Ms*** was calling on behalf of her employer and was attempting to purchase this Big Deal offer through her employer’s membership on behalf of a client that her employer was working withThis type of purchase is against Angie’s List company policy for our eCommerce programs. The client would need a membership to purchase any deals for work at their home and receive the discounted service that is only meant to benefit Angie’s List members. Ms*** and her employer would be considered to be ‘List Sharing’, which is a violation of the ‘Membership Agreement’ her employer agreed to uphold when joining as a member Angie’s List will not be able to offer this expired Big Deal offer to purchase to Ms***, as the contract governing the offer is with the service provider. The service provider dictates the deal availability, not Angie’s List I find it regrettable that we left Ms*** feeling she had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersIt is clear from the tone of this complaint that we missed the mark, and I apologize for that. Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Kind regards, Jesse B*** Angie’s List

April 18, 2016Indianapolis 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
companyI apologize for the delay in my response.I’d like to start by offering a sincere apology to Mr*** for any frustration he experienced.It looks like Mr*** signed up for an Angie’s List membership on 3/23/to look into providers The annual membership he opted for online does default to automatically renew However, we employ customer-friendly refund policies for situations such as thisMr*** contacted us via email on 4/9/to request the cancellation of his membership and refund of his recent renewal fee which was processed on 3/23/His account was cancelled as requested on this date and a refund of $was issued back to his credit card.While the credit card that we have on file for Mr*** does not appear to be expired, our membership agreement does state that we use an automatic renewal and will work closely with banks to use the most up-to-date credit card availableAs Mr*** requested, I have removed the payment information on file from his account and confirm his account has been cancelled since we received his initial request on 4/9/2016.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 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 Jesse ***Angie’s List

November 8, 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 first wanted to apologize to Mr*** for any frustration he has experienced during the contract renewal process I have reviewed customer service interactions with Mr***Katie D*** and her manager, Cassie L***, have both been working on a replacement contract for Mr*** to attempt to set up his contract satisfactorily. These contracts are dictated by our Legal Department and must adhere to certain guidelines and verbiage. The same verbiage from his previous contract still exists and the start date is being adjusted accordingly, as Mr*** has requested. I have addressed the concern with Katie D*** and Cassie L***. They would be happy to speak with Mr*** to help get his contract signed and his advertisements renewed to start in January 2017. Mr*** should be contacted in the near future with his new contract In short, I sincerely apologize that this customer is disappointed with their contract renewal experience with Angie’s ListWe strive to provide top-notch customer service 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 will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***

We are currently working with this customer to help resolve this complaint. We are working to find an amicable solution through productive conversation

September 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 frustration this process has caused. As Mr*** mentioned, he purchased an offer from the company Upton Electric on 5/15/ We apologize, but we never received Mr***’s email dated 7/9/When Angie’s List first received contact from Mr*** about problems scheduling on July 27th, we understood that he was still trying to get ahold of the company but wanted to still work with that same company As a result, we assumed the scheduling issue had been worked out.We are committed to helping Mr*** receive the service he paid for, and I have asked a supervisor to reach out to him to help with the deal We may be able to find another provider to do the work, or help refund the original deal to help with the purchase of a better fit I find it regrettable that we left Mr*** feeling he had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersWe are very sorry for the frustration and trouble Mr*** has had to deal with. 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