Angie's List, LLC

October 18, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   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.    I’d like to start by offering a sincere apology to Ms. [redacted] for the difficulties in pursuit of her Big Deal refund. According to our records, Ms. [redacted] contacted us on 3/20/2016 to ask for assistance with her purchase, which was made on 7/25/2014. All Angie’s List eCommerce purchases have a 30 Day Refund Guarantee.  All members must request a refund within 30 days of purchase. Ms. [redacted] was contacted on 3/25/2016 regarding her request for a refund outside of 30 days.  Ms. [redacted] responded to the initial email sent, but has not followed up with Angie’s List since 3/28/2016, which resulted in her case being closed, as she accepted an exchange toward another purchase.  I have reviewed Ms. [redacted]’s specific refund request and deemed that an exception can be granted due to the scheduling issues Ms. [redacted] experienced with the service provider.  I have processed Ms. [redacted]’s refund at this time.   I find it regrettable that we left Ms. [redacted] feeling she had no recourse but to contact the Revdex.com. We strive to provide top-notch service to our members.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted] Angie’s List

September 12, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   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.                                          ...⇄ I’d like to start by offering a sincere apology to Ms. [redacted] for any frustration with her membership, including any emails she may have received that were unwanted after her attempts to unsubscribe.   Ms. [redacted] has contacted Angie’s List to request to have her email preferences changed to no longer receive email correspondence or the Angie’s List Publication multiple times.  The representatives properly updated Ms. [redacted]’s email preference, and as 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. [redacted] receiving a few emails within the next week, however any email correspondence after this should not be an issue for Ms. [redacted].    In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We strive to provide top-notch customer service.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted] Angie’s List

Thanks very much for the opportunity to respond to this review. I have contacted this member personally to help work through the problems she mentioned in this complaint.  At the root of her issue is our lack of data in her part of the country.  Though she did not request it, I...

processed a full refund of her membership and thanked her for giving us a try.  We look forward to receiving more reviews and building up the network of listed providers in her area.  She has my direct contact information and I'd be happy to speak to her again personally if any issues are unresolved. Thanks again for bringing this to our attention and allowing us to respond. Jesse B[redacted]

September 27, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for the opportunity to address this complaint response.   I’d like to start by offering a sincere apology to Mr. [redacted] for the frustration he mentions in his complaint.   I apologize for any confusion regarding Mr. [redacted]’s initial complaint.  I did not realize that Mr. [redacted] was indicating that he spoke to an Angie’s List representative when he indicated that he spoke with the service provider’s supervisor.  Mr. [redacted] did in fact speak with a sales representative who works with the service provider to set up, run, and manage their eCommerce offers through Angie’s List.  This representative did not instruct the service provider to take any specific or direct actions regarding Mr. [redacted]’s complaint.  The representative gave Mr. [redacted] the same options that were presented to the service provider.  The options provided were to cut down the time included from 8 hours to 4 hours, to pay for the full service provided above and beyond the deal, or the member can utilize the deal for the landscaping services included in the offer.    In short, the member and service provider were both presented with options to resolve the issue.  However, upon investigation, it became clear that these options were not presented until the work had already been completed and was not discussed by the service provider on the front end of the transaction.  Angie’s List also has strict policies in place that prevent our sales representatives from speaking to members, as there can be a conflict of interest.  With that being said, I have elected to move forward with a partial refund of $112.50, as Mr. [redacted] requested.  Mr. [redacted] should see this refund post back to his credit card within the next few business days.   I find it regrettable that we left Mr. [redacted] feeling he had no recourse but to contact the Revdex.com. We strive to provide top-notch service to our members. We are very sorry for the frustration and trouble Mr. [redacted] has had to deal with.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,       Jesse M[redacted] Angie’s List

September 12, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]     [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to respond to complaints against...

our company.   On 7/8/2016, Ms. [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 services. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement.    In light of any frustration or misunderstanding during the sales process, Angie’s List will consider Ms. [redacted]’s contract to be terminated.  We are currently in the processing of cancelling the contract and removing Ms. [redacted]’s company from our web advertisements.  We have also agreed to waive the 35% early termination fee.   We strive to provide top notch customer service, and we regret that Ms. [redacted] felt that he had no recourse but to turn to the Revdex.com.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted] Angie’s List

November 12, 2015Re: Complaint Case # [redacted]Thank you for bringing this updated complaint to our attention. We 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 [redacted] and have full confidence in his term of advertising being successful and mutually beneficial for [redacted] and Angie’s List.  That said, if [redacted] 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.  [redacted] 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 List. We do still hope to have a productive and satisfying advertising relationship with [redacted] 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 complaint. Please 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]

May 31st, 2016
Indianapolis Revdex.com
22 E. Washington Street
Indianapolis, IN 46202
Attn. [redacted] Re: Complaint Case # [redacted]
[redacted]
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.

I’d like to start by offering a sincere apology to [redacted] for any frustration with her membership, including any emails she may have received regarding her membership.
I wanted to clarify that Angie’s List does not offer any “trial” memberships or free introductory periods on our consumer memberships. All of our memberships default to an automatic renewal, and it is not currently possible to view information on Angie’s List without maintaining an active, paid membership. We also do not send out our award-winning publication to anyone who does not maintain an active, paid membership.
[redacted] most recently paid for an annual membership on September 18th, 2015, via PayPal. The emails that she has received recently were not intended to ask her for payment, but were instead intended to communicate new membership options and a change to our service coming this summer. As we are communicating important information about her paid subscription, we do not have a way of opting out of these particular emails. We strive to make it easy to opt out of emails or modify the number of emails sent, both via the emails themselves and our website. However, we feel it is important to let paying members know about changes to the services they’re paying for.
As [redacted] is clear in this complaint that she does not wish to maintain her membership, I have refunded her the $6.39 she paid in September, cancelling her account effective immediately. Since she no longer has an active subscription with us, she should no longer receive emails from us.
We are very sorry to see the miscommunication involved in this complaint, and we are sorry to lose [redacted] as a member for the time being. We would welcome [redacted]’s business in the future, and hopefully this response serves to clarify any misunderstanding.
Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.
Kind regards,
Jesse [redacted] Angie’s List

July 17, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]     Hello [redacted],   Thank you for bringing this complaint to our attention.  We always appreciate the opportunity to give our side of the...

story regarding complaints filed against our company.    I would like to offer Mr. [redacted] a sincere apology for any confusion regarding the review left on his company.  Angie’s List is an online community for consumers looking to find service companies and health care professionals in markets across the country.  Angie’s List does not create the information posted by members; rather, it operates its website only to distribute information to members.  Further, Angie’s List does not opine upon or endorse any of the reviews or ratings submitted by members.   Angie’s List’s policy, therefore, is not to remove any reviews from its website, except under very limited circumstances.  These circumstances include Angie’s List’s receiving verifiable information that the review was posted by a competitor of the service provider or that a duplicate review regarding the same interaction was posted.  Additionally, Angie’s List will remove a review if the member posting it requests that the review be removed or if Angie’s List is served with a court order requiring the review to be removed.   With respect to the review Mr. [redacted] refers to in his complaint, none of these circumstances exist.  First, regarding the arbitration award Mr. [redacted] provided to Angie’s List, Angie’s List was not a part of that arbitration. The Angie’s List review is not mentioned in the decision, and there was no adjudication as to the truth or accuracy of the Angie’s List review.  Second, when a member posts ratings on the Angie’s List website, the member represents to Angie’s List that such ratings are accurate, truthful, and complete.  Again, Angie’s List is merely a forum provider and is not in the business of determining if a report is false or inaccurate.   Angie’s List recognizes that service providers, such as Mr. [redacted], may have differing opinions regarding the experience had with a member.  Accordingly, Angie’s List permits each service provider to tell their side of the story and encourages them to monitor posted ratings regarding their company and to post responses to any reviews to which they take exception.   Angie’s List legal department is mailing Mr. [redacted] a certified letter expressing this same point of view.  All future correspondence regarding this matter will need to be directed to the legal team’s contact information provided in the certified letter.    Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.   Kind regards,   Jesse M[redacted] Angie’s List

February 22, 2016 Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]
* 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.  I’d like to start by offering a sincere apology to Mr[redacted] for the frustrating experience dealing with our website and customer service over email. Angie’s List memberships are backed by a satisfaction, money-back guarantee. Mr[redacted] asked on the day his membership renewed to cancel the membership, but our customer service agent didn’t interpret this as a request for a refund. I have issued the refund for $9.99 back to Mr[redacted]’s credit card. The refund was immediate on our end, but it may take a few business days to post to Mr[redacted]’s account. I have also followed up with the direct managers of the representative Mr[redacted] interacted with to help improve our customer service. I find it regrettable that we left Mr[redacted] feeling he had no recourse but to contact the Revdex.com. We strive to provide top-notch service to our members.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards, Jesse [redacted] Angie’s List

June 1, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted], Thank you for bringing this complaint to our attention.  I’d like to first sincerely apologize to Ms. [redacted] for the frustration endured as a result of...

receiving unwanted phone calls.  In addition, we thank Ms. [redacted] for alerting us to the poor customer service and rudeness she experienced.I have confirmed that Ms. [redacted] and [redacted] have been removed from our call list.  In addition, we will be looking into the behavior of our salespeople to ensure that we do not cause frustration to other companies. We will follow up as necessary to train our salespeople and/or update our processes. We again are so sorry for this frustration.      Please tell Ms. [redacted] to let me know if she continues to receive any contact. I’m happy to address any further concerns.Thanks again for the opportunity to respond.    Please let me know if you need anything further.Kind Regards,Jesse B[redacted]@angieslist.comAngie’s List

June 29, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted], 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.  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 [redacted], Inc., on 5/4/15.  It appears as though immediately after the purchase, this provider was responsive and seemed willing to wait on Ms. [redacted]’s purchase of tile.  However, the company later became unresponsive.I apologize for any misunderstanding from our customer service representatives.  Though Ms. [redacted] did sign up for a Basic membership that does not include call center support, we are always happy to make an exception to help members with Big Deal purchases.  We also pride ourselves on being quick and responsive via email.  In light of the poor response time and customer service Ms. [redacted] received from [redacted], we have made an exception to our standard 30-day policy, and have refunded the $99.00 back to her PayPal account.I apologize again to Ms. [redacted] that she had this poor experience, but I did want to reassure her that we have high standards for providers on our list.  Angie’s List does require that all advertising providers pass a background check and have a demonstrated record of excellent customer service prior to being allowed to advertise and offer Big Deals to our members.  Due to a recent trend of less than excellent reviews, [redacted], Inc., is no longer able to advertise with Angie’s List.    Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards, [redacted]Angie’s List

November 20, 2015Attn. [redacted]Re: Complaint Case #...

[redacted], Thank you for bringing this complaint to our attention. We appreciate the opportunity to again tell our side of the story regarding complaints brought against our company.First, let me begin by offering a sincere apology for the frustration and concern that this has caused [redacted]. As a consumer forum, we are providing information to our members and allowing members to share feedback. The majority of information on the List is provided by members, and double-checked by representatives against other listings online.  An online search for [redacted]’s name yielded a variety of results regarding contact information. I apologize that [redacted]’s home information was listed on her profile. I had been working personally with [redacted] prior to receiving this complaint from the Revdex.com, and I believe this complaint was resolved prior to Angie’s List’s receipt of the complaint.I have verified that [redacted]’s home address has been removed from her Angie’s List profile, and the profile itself has been removed from our database. Our IT department has also performed the upload of this change to be reflected on the pages that are available to non-members via web search engines. That process was completed by 11/16/2015. Part of the delay [redacted] describes is due to the fact that if someone conducts a Google search to locate [redacted]’s Angie’s List information and does not sign into an Angie’s List membership, then they will view a Google cached website. To elaborate, Google takes snap shots of websites and then stores them in their database to allow for quicker search results. When anyone does a search on Google it is these cached pages that appear.  Thankfully, upon testing today I was not able to find  I find it regrettable that [redacted] was left feeling no other recourse than contacting the Revdex.com. We strive to provide top-notch customer service to service providers and members, and it is clear from the tone of this complaint that we have missed the mark. Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind Regards,Jesse [redacted]Angie’s List

February 12, 2015 Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted],Thank you for bringing this complaint to our attention. We appreciate the opportunity to clarify anything that might not have been addressed previously.  I apologize for the continued frustration this has caused Mr. [redacted]. Angie’s List allows consumers to post comments regarding experiences they have had with area companies.  Angie’s List is apassive 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. We do not require that members include documentation to prove or justify leaving their firsthand feedback. Such documentation may have never been provided to them by a company, which should not limit a member’s ability to share their experience. Additionally, this member specifically named Mr. [redacted] company within the content of their review.    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.  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.    This re-confirmation process was explained to Mr. [redacted] by representatives of Angie’s List. We contacted the member to have them confirm the review a second time at the service provider’s request.  I find it regrettable that we left Mr. [redacted] feeling no other recourse than to complain to the Revdex.com. However, we will not remove a review at the request of a service provider.    Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information. Kind regards, Anna [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. I was contacted by a representative of the company involved. They resolved the issue completely to my satisfaction. The representative was very cordial and concerned over how this issue got to the place that it did. He was also very good about staying in communication as the different steps of the resolution were completed.
Regards,
[redacted]

March 21, 2016
Indianapolis Revdex.com
22 E. Washington Street
Indianapolis, IN 46202
Attn. [redacted] Re: Complaint Case # [redacted]
[redacted],
Thank you for bringing this complaint to our attention. We appreciate the opportunity to respond to complaints against our company. I apologize...

for the delay in my response.
Mr. [redacted] agreed to advertise with Angie’s List, but we agree that there was some misinformation presented during the sales process, and there have also been customer service issues preventing Mr. [redacted] from benefiting as much as we would have hoped from his advertisement. We did want to work with Mr. [redacted]’s company to help resolve any issues and reasons for cancellation, but we will waive the early termination fee and refund all money paid to Angie’s List in light of the problems Mr. [redacted] has experienced. We consider the contract to be fully cancelled.
In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We 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 complaint. Please let me know if we can provide any further information.
Kind regards,
Jesse B[redacted]
Angie’s List

September 19, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]     [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to respond to complaints...

against our company.   On 9/1/2016, 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 services. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement.    Angie’s List will consider Mr. [redacted]’ contract to be terminated.  We are currently in the processing of cancelling the contract and removing Mr. [redacted]’ company from our web advertisements.  We have also agreed to waive the 35% early termination fee and provide a refund for any time that has been paid that was unused.  Mr. [redacted] will be required to pay for the time that his contract was active and services were rendered.   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 complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted] Angie’s List

Angie's List has resolved this request by issuing this customer's refund and cancelling their membership.  We hope this customer will consider using our services again in the future if the need should arise.

June 4, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted],Thank you for bringing this complaint to our attention. We appreciate the opportunity to tell our side of the story regarding complaints brought against our...

company.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. I acknowledge and understand that Angie's List is relying upon the accuracy of the information in order to serve other members. I 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 view. Mr. [redacted]s company has posted a response to the review in question, to explain their company’s perspective. Angie’s List does not act in the capacity of judge or jury. Rather we are a conduit through which information is allowed to pass. Thus, the court of public opinion is able to decide which argument has merit. Additionally, the member is allowed per our reporting guidelines to state the name of the provider she worked with throughout her review. Mr. [redacted] was interacting with the public as a representative of [redacted] Remodeling, so there was no expectation of privacy.  Because members are permitted to name the provider they worked with, we will not be removing the first name from her review.  Mr. [redacted] has been in contact with representatives at Angie’s List regarding this situation. I find it regrettable that we left Mr. [redacted] 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,[redacted]Angie’s List

November 20, 2014    Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case #[redacted] [redacted] Thank you for bringing this complaint to ourattention. We appreciate the opportunity to clarify anything that might nothave been addressed previously.   Angie’s List does not allow anonymousreviews. To prevent that, we have set guidelines requiring a minimum amount ofinformation from members providing reviews. This allows the companies beingreviewed to check their records and verify that the report has come from theircustomer. To meet the minimum requirements, a member must include their firstinitial, complete last name and a valid address. Nicknames are allowed, in lieuof a first name. If Mr. [redacted] would like to change the way his first nameappears in our system, he is able to do that and still meet the reportingrequirements.   Mr. [redacted] purchased a Big Deal from thecompany [redacted] on 7/23/2014, but did not notify us of anyissues concerning this deal until 9/25/2014. We have a 30-Day Refund Guaranteein place in hopes that members will contact us as soon as problems arise.Although Mr. [redacted]’s request was received outside of the window of timespecified in our 30-Day Refund Guarantee, we are able to exchange the deal, ifhe purchases another Big Deal of any monetary amount. I apologize for the problems that Mr. [redacted]has encountered surrounding his addresses on our website. We were able toremove all addresses from Mr. [redacted]’s view, with the exception of his PO Box.Because our website, as well as our Band of Neighbors feature, references theaddress on file, Mr. [redacted] may encounter some difficulty when searching forproviders by distance.  I find it regrettable that we left Mr. [redacted]feeling he had no recourse but to contact the Revdex.com. Thanks again for the opportunity to respondto this complaint. Please let me know if we can provide any furtherinformation.   Kind regards,   Anna [redacted]Angie’s List