Angie's List, LLC

July 13, 2015Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] , 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 [redacted] for the frustration this process has causedMs [redacted] purchased an offer from the company [redacted] on May 5, Ms [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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

August 18, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company At this point, Mr [redacted] has not paid for the past months of services rendered and has been sent to the collections agency Angie’s List uses to recover funds not paid for services rendered Our internal collections team has proactively cancelled Mr***’s advertising contract and placed a notice on his profile for ‘Non-Payment of Advertising’ Mr [redacted] will be responsible for paying for the months of services rendered Angie’s List has elected to waive the early termination fee and deducted the early termination fee from the amount Mr [redacted] currently owes to Angie’s List for the months of services rendered that have not been paid I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe strive to provide top-notch customer service We would love the chance to earn back Mr***’s trust in the future and work with them again Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse B [redacted] Angie’s List

April 14, Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] ***, 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 [redacted] for the frustration this process has caused Ms [redacted] purchased a Big Deal from the company, [redacted] on March 30, I’m so sorry there were scheduling issues with [redacted] A refund in the amount of $was processed on Monday, 4/13/for the Big Deal purchase An additional refund of $will be refunded as well for her membership fees per her request This will process through our accounting department and will take around a week for her to receive I find it regrettable that we left Ms [redacted] 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, [redacted] ***Angie’s List

November 29, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company On 12/28/2013, Mr [redacted] 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 Mr [redacted] had contacted Angie’s List regarding additional services that we offer through our eCommerce programs Mr [redacted] was upset that he could not run eCommerce offers for additional categories that he had not received reviews for services performed Angie’s List requires all service providers to obtain reviews for each category that they wish to run eCommerce offers Angie’s List eCommerce programs are a completely separate option from advertising contracts for service providers to utilize to generate additional exposure Mr [redacted] ’s dissatisfaction with the need to obtain reviews in new categories to run a more robust eCommerce campaign does not hold any effect on his contract, which he signed, for his advertising campaign with Angie’s List On 2/24/2014, Mr [redacted] ’s disputed credit card charges for the payments made for his advertising contract settled in the Angie’s List system Mr [redacted] ’s company had received services from Angie’s List and is responsible to pay for the services rendered At this point, Mr [redacted] has not paid for the services rendered and owes the early termination fee outlined in his contractMr [redacted] was sent to the internal collections team at Angie’s List to recover funds not paid for services rendered Our internal collections team proactively cancelled Mr [redacted] ’s advertising contract and placed a notice on the profile for ‘Non-Payment of Advertising’ Mr [redacted] will be responsible for paying for the services rendered that were disputed with his credit card company and the early termination fees associated with his contract cancellation Our internal collections team contact Mr [redacted] multiple times in February regarding his outstanding balance Mr [redacted] replied and threatened to sue Angie’s List and demanded we stop contacting him about his owed balance At that time, the $owed by Mr [redacted] was sent to a third party collections agency to seek payment for the funds owed to Angie’s List Until Mr [redacted] pays the amount owed in full, the notice on the profile for ‘Non-Payment of Advertising’ will remain Angie’s List does not delete any company profiles, but does reserve the right to remove the company from keyword and category search results when a company has a notice placed on their profile 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 [redacted] Angie’s List

February 15, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our companyThough Ms [redacted] signed an agreement with Angie’s List on January 7, 2016, authorizing an early termination fee of 35% of the total contract value, we have decided to honor Ms [redacted] ’s requests by waiving this early termination fee Though we would have preferred to continue working with [redacted] as an advertiser on Angie’s List, we agree that during the sales process, we were not as clear as we could have been, and can understand Ms [redacted] ’s confusion We are refunding Ms [redacted] ’s initial payment and considering the contract cancelled with no early termination fee in this caseIn short, I sincerely apologize that this customer is disappointed with their experience with Angie’s ListWe did want to work with Ms [redacted] ’s company to help resolve any issues and reasons for cancellation, but we will waive the early termination fee since Ms [redacted] has made it clear she is not currently interested in advertisingThanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse [redacted] Angie’s List

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted] P.SMr M [redacted] was not entirely correct in saying that members are alerted about the renewal prior to billing I did not receive any such email As he indicated, I had not used Angie's List since The renewal was billed to me without my notice I noticed the renewal because I make no other charges to that particular credit card

October 30, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] [redacted] , 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 [redacted] for the frustration this process has caused Ms [redacted] purchased a Big Deal through Angie’s List on October 23, from [redacted] The Big Deal was $Rodent Exclusion Package, and stated that it covered inspection to find potential rodent entry points and seal them off, installation of rodent baiting stations in the home to eliminate any existing activity, advice on future rodent-proofing of your home, and materials used for minor and common entry ways on ground-level exclusion work Because the company did begin to fulfill the terms of the package, Angie’s List is unable to issue a refund of the Big Deal to Ms*** [redacted] is ultimately responsible for the quality of their work and the experience their customers haveIn turn, they are also responsible for resolving any complaints that they receive from members because of their workIf problems arise, we strongly suggest contacting any service provider directly to see if they would be able to come to a resolutionAdditionally, we suggest leaving a review via our website, to inform other members about the experience she encountered, as well as impact the provider’s grade on the List I find it regrettable that we left Ms [redacted] feeling she had no recourse but to contact the Revdex.comWe strive to provide top-notch service to our membersAs Ms [redacted] has requested, I have stopped future renewals of her membership Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, [redacted] Angie’s List

October 23, 2015Attn [redacted] Re: Complaint Case # [redacted] 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 [redacted] 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 [redacted] 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Angie's List has responded to Revdex.com with the same rhetoric that they have used responding to me According to them if a "member" signs the pledge it must be true What do they do to enforce that pledge? The review is posted in December of for work done in Is this not suspicious? The member is not responding to Angie's List Is this not suspiciousLook at my record I have always played by the rules set forth.Angie's List employees have left it up to the service provider They want me to reach out to a stranger, when that person does not respond to them who they claim made a pledge of truthfulness to Angie's List.I have had to send repeated emails and to escalate this within Angie's List Some of the employees of Angie's List have ignored my emails I have saved the entire file Why would I not reach out to a 3rd party given their employee's performance and lack of action in this case.I am part of a office franchise system nationwide We have a discussion board internally and I am not alone in my complaint's of Angie's List tactics on this board I will not speak for other offices disputes with Angie's List, however I am not alone.Prove it or remove it!Prove it and I will address it Simple Regards, [redacted]

February 10, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, 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 [redacted] for the difficulties in pursuit of her Big Deal refundAccording to our records, Ms [redacted] contacted us on 1/28/to ask for a refund of her purchase, which was made on 12/1/All Angie’s List eCommerce purchases have a Day Refund Guarantee All members must request a refund within days of purchase I have reviewed Ms [redacted] ’s specific refund request and deemed that an exception can be granted due to the scheduling and communication issues Ms [redacted] experienced with the service provider I have processed Ms [redacted] ’s refund at this time and sent her a follow up email to confirm this information I find it regrettable that we left Ms [redacted] 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 M [redacted] Angie’s List

March 21, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, Thank you for bringing this complaint to our attentionWe appreciate the opportunity to respond to complaints against our company As Mr [redacted] states, he signed an advertising contract to live on 2/1/for a full 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 We have looked into Mr***’s concerns and did not find any wrongdoing throughout the sales process, because of this we won’t be refunding his paymentHowever, we are agreeing to cancel his advertisements and are waiving the standard early termination fee due to the customer service issues he mentionedWe apologize for any frustration caused to Mr*** We strive to provide top notch customer service, and we regret that Mr [redacted] 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, Andy H [redacted] Angie’s List

January 26, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, 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 [redacted] for any confusion regarding her 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 Ms [redacted] joined Angie’s List on 5/9/ Ms [redacted] agreed to automatic renewal on her account when she joined Her membership also informs her that her account will be automatically renewed on the date that ends her current term Ms [redacted] emailed Angie’s List last on 3/30/to request the cancellation and refund of her membership Ms [redacted] ’s account was cancelled, however the refund did not properly issue through our system I have notified our Accounting Department to issue Ms [redacted] ’s refund back to her credit card used to renew her membership Her refund should process through in the amount of $within the next few business days Thanks again for the opportunity to respond to this complaintPlease let me know if we can provide any further information Kind regards, Jesse M [redacted] Angie’s List

May 11, Indianapolis Revdex.comEWashington StreetIndianapolis, IN 46202Attn [redacted] Re: Complaint Case # [redacted] ***, 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 [redacted] for the frustration this process has caused Mr [redacted] purchased an offer from the company Armstrong Landscaping on 3/29/ We do have a day refund policy that is included in the details of the deal purchased We are sorry if Mr [redacted] did not see this information We have refunded Mr [redacted] in the amount of $I find it regrettable that we left Mr [redacted] 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Most good companies have a system in place to refund a customer's money when the promised goods or services are not availableThe only question asked is would you like a refund or do you want to wait until the goods or service is availableAll I want is a refund of the money I paid for a service not performedThis can be easy or it can appear difficult, depending on the company's attitude Regards, James [redacted]

June 1, Indianapolis Revdex.com EWashington Street Indianapolis, IN Attn [redacted] Re: Complaint Case # [redacted] ***, 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 Mr [redacted] 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 generationWe also did not find any customer service issues on our end as our Collections Representatives and Account Representative were in consistent communication regarding past due paymentsAs Mr [redacted] mentioned, Angie’s List agreed to waive the December Advertising fee in an effort to assist as much as possible When an Advertising Service Provider is three payments past due on non-publication ads, Angie’s List will exclude the provider from category/keyword searchesWe informed Mr [redacted] that his company would still be available through a search on the website, which his company is when searched for directly by nameHowever, Mr [redacted] ’s company is not available in category or keyword searches due to non-payment for services providedWe are willing to reinstate Mr [redacted] ’s advertising with an agreed upon payment plan if he would like to contact us directly 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 Mr [redacted] 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 B [redacted] Angie’s List

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me although I do know that Angie's List makes repeated promises regarding Lead Generation and their ability to qualify and provide leads that are substantiated That has never been the case for our business, a leader in the industry in our areaOver promise under deliverBad business practice Regards, [redacted] ***

Angie's List has reached out to this customer to confirm their membership refund and cancellation has been processed We hope that this action has amicably resolved this complaint

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Once again I'll say - you can't fight with a big company like this - They say the notes show one thing and when you prove your case - they say the person that wrote the note was wrong - so other words It's what ever the person your talking to - I have all my bank statements of payments - But they say they show a missed paymentTO ANYONE reading this - keep In mind that the notes they keep don't mean a thing If It doesn't sync with what they say - and any proof that you have for payment also means nothingThis all happened because I made a deal with my account rep to cancel my contract after six months - and once the person left angies list the company wont honor the agreement - like I said, ya can fight city hall

Hello, In an on-going effort to resolve this complaint, we again contacted the reporting member, Charles Maue, using the information on file fo his Angie's List membershipYesterday, we were able to speak with his wife, [redacted] Philbin She confirmed that she did use The [redacted] , and that work was performed at a previous address, [redacted] Place, [redacted] , Missouri On 12/22/2014, when Mr [redacted] orginally submitted his request that we reconfirm this review, he responded in writing that his company records show he performed service at the address of [redacted] Place, O' Fallon, Missouri for Andera Philban We are also relaying this information directly to Mr [redacted] , but please feel free to pass this along to him as well Thank you again for the opportunity to respond to this complaint, and please let me know if we can provide any further information Sincerely, Anna [redacted] Angie's List%

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Once again this is not acceptableWe were told about the reviews when we were cancelling NOT WHEN WE SIGNED UP! What will be the next step for me? to receive a refund for being lied to by your sales staff? If you can not prove to me the conversation that I had with your sales staff when we signed up, proving that we were not mislead than I want a full refund [redacted] ***