Angie's List, LLC

October 6, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202AttnPeggy RichardsonRe: Complaint Case # ***Thank you for bringing this complaint to our attention We appreciate the opportunity to give our side of the story regarding complaints filed against our
company It seems that *** ***, who has had a business account on Angie’s List for many years, also somehow got the same email address entered into our system as a potential consumer member account As a result, he has been receiving emails from both a consumer and a service provider perspective It appears that due to the same address being registered in two separate parts of our website, there may have been a glitch preventing him from easily unsubscribing from emails I have unsubscribed him from all emails from a business perspective, as well as emails intended for consumers I apologize about this glitch causing the unsubscribe process to be frustrating and difficult.I have confirmed that *** *** has been unsubscribed from all future Angie’s List correspondence Some of the emails we send are generated in advance, so it may take up to a week for the last email to go through We again are so sorry for this frustration In particular, I am sorry that *** *** felt he had no recourse but to go to the Revdex.com Even though he encountered a glitch in our website, he could have replied to any of our emails or emailed us at [email protected] or [email protected], and a live representative could have quickly taken care of this problem for him.Thanks again for the opportunity to respond to this complaint Please let me know if you need anything further.Kind Regards,Jesse ***Angie’s List

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

July 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 give our side of the story
regarding complaints filed against our company I’d like to start by offering a sincere apology to Ms*** for any confusion or frustration Ms*** had several interactions with Angie’s List Member Care over the course of the last few months. Representatives that Ms*** spoke to attempted to help her resolve the issues that she was experiencing with the website. On 6/24/2016, Ms*** spoke to a representative who offered to send an assistance request to a supervisor to help resolve any issues, which Ms*** deniedMs*** then contacted Angie’s List on 7/6/and requested to be compensated for the last three months of her membership due to the issues she stated that she was experiencing with the website. A supervisor from the Member Care team extended Ms***’s membership for months on 7/6/2016. Ms*** reached back out to Angie’s List on 7/8/to advise that she was not satisfied with a membership extension and requested a refund of her membership We employ customer-friendly refund policies for situations such as thisI do see that an email agent of ours processed a refund of $for Ms*** when she wrote in to complain about the membership extension on 7/8/2016. Angie’s List thought that the Ms***’s refund would resolve her complaint, although it appears she has filed this Revdex.com complaint nearly a week after being refunded for her membership. I processed a refund of $for the remaining balance of Ms***’s membership fees, totaling the amount of $29.99, which does mean that as of today she is no longer an active Angie’s List member I find it regrettable that we left Ms*** feeling she had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersWe do now offer a free membership option if she only occasionally needs to look up information on providers Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information. Jesse B*** Angie’s List

Angie's List is reaching out to this customer to address their concerns and have a productive conversation. We hope to continue to have a working business relationship with this customer and resolve their concerns promptly

August 28, 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 with our website. He did indeed sign up for a one-year membership on 1/29/2017. Unfortunately, we do not have records of any attempted contact, via phone or email, so I am not sure why his messages have not come through to us I have also reached out directly to Mr*** to advise of the email address associated with his membership and to reset his password and provide my direct phone number and email address, in case I can be of further assistance. I am happy to extend his membership for free to help make up for any issues experienced 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 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 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 meHowever, I do want to note that they, Angie's List, has promised this to me in the past as well on at least two other occasionsI appreciate their promise but don't put much weight in their wordThank you.
Regards,
*** ***

December 5, 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 frustration with his membership, including any emails he may have received that were unwanted after his attempts to unsubscribe I have taken the necessary steps to ensure that Angie’s List will no longer correspond to him using his email address. There are prepopulated email lists in place that could result in Mr*** receiving a few emails within the next week, however any email correspondence after this should not be an issue for Mr***. In short, I sincerely apologize that this customer is disappointed with their 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 have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The reply from Angie's list claims I agreed to automatic renewalI dispute this since I NEVER agree to automatic renewal when given the option to notThey also claim that they email members prior to the renewal dateI am very attentive to my emails and I can, with absolute certainty, say that I never received any emails from Angie's list alerting me to the upcoming chargesIf I did miss one and did not acknowledge it Angie's list should have sent another and another until I repliedThey are scapegoating their members to deflect from their lack of ethics and underhanded practicesThge lack of empathy for their members and the less than friendly responses from member services are disappointingMost other companies I have had issues with generally offer an apology and make serious efforts to resolve the issue to the members satisfactionAngie's List seems to get defensive and obstinate and just plain unfriendlyI would like to think that Angie would be a better person and would prefer to fully support her members and not blame them for misunderstandingsMaybe corporate life has tainted her?
Regards,
*** ***

September 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 Ms*** for any frustration with her membership, including any emails she may have received that were unwanted after her attempts to unsubscribe As Ms*** has requested, I have taken the necessary steps to ensure that Angie’s List will no longer correspond to her using her email address. There are prepopulated email lists in place that could result in Ms*** receiving a few emails within the next week, however any email correspondence after this should not be an issue for Ms***. I have removed Ms***’s name, address, and email address from her membership records, as requested and cancelled her membership effective immediately In short, I sincerely apologize that this customer is disappointed with their 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

June 29, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn*** *** Re: Complaint Case # *** ***, Thank you for bringing this updated 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 5/16/2016, Mr*** agreed to advertise with Angie’s List for one year. 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 Angie’s List has moved to a free membership option in Mr***’s area as of 6/5/2016. Angie’s List requires all members, whether paid or free, to input some basic information to access our website. This greatly reduces the number of unqualified leads that service providers would receive without requiring this basic information. I apologize if Mr*** had a misconception about the meaning of the free membership type. Angie’s List advertising contracts do not promise the generation of any leads, only visibility and placement on the website and in the monthly publication. Currently, Mr*** has advised management that he would like to continue his advertising with Angie’s List for the time being to allow his full advertising contract to become active. Mr*** advised that he will make a determination on his advertising in the future In short, I sincerely apologize that this customer has been disappointed with their experience with Angie’s ListWe hope that we can avoid any frustration as we continue to work together Thanks again for the opportunity to respond to this updated complaintPlease let me know if we can provide any further information. Kind regards, Jesse B*** Angie’s List

June 23,
Indianapolis Revdex.com
EWashington Street
Indianapolis, IN
Attn*** *** Re: Complaint Case # ***
Peggy,
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 first wanted to apologize to *** *** for any frustration or confusion he has experienced during the sale or duration of his advertisement
Some of *** ***’s complaints seem to be based in a misunderstandingThe phone number that ran in our publication was a Voicestar number designed to help *** *** track calls to his business that came through our publication specifically, but it seems *** *** was unaware or confused about that, and simply saw another phone number he didn’t recognize being printedThere was also a long period of confusion about whether *** *** was indeed an authorized employee of *** ***
In light of any customer service issues or misunderstandings that could have been clarified more quickly and easily, we have agreed to waive the unpaid balance that we had since sent to a third-party collections agencyAngie’s List would need to have a clear contact person authorized to discuss business as one requirement before we would consider providing paid advertising to *** ***’s business again in the future
In short, I sincerely apologize that this customer is disappointed with their 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 *** Angie’s List