Angie's List, LLC

Angie's List has nothing further to discuss on this matter.  The contract this customer willingly entered into is for advertising exposure and makes no mention of a single representative handling this customer's account.  The customer had an entire team devoted to assisting him with his advertising campaign, which guaranteed him the ability to reach a representative on that team during business hours.  There was no change in the terms or conditions of his contract.  We have confirmed with this customer that his advertising had resulted in a return on his advertising investment.  We wish this customer the best and can confirm that his contract has been cancelled at this time.

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.

October 30, 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 respond to complaints against our company. I first wanted to...

apologize to Mr. [redacted] for all of the frustration he has dealt with.On 6/11/2015, Mr. [redacted] agreed to advertise with Angie’s List for one year per the attached 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.  However, despite the signed contract stating a 12 month contract, we have determined that statements made during the sales process could well have been misleading.  In light of this potential miscommunication, we are considering the contract canceled and waiving our standard early termination fee.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We thank him for the opportunity to correct our earlier errors, and would welcome the chance to earn back Mr. [redacted]’s trust in the future.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

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]

June 29, 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 apologize for the delay in my response.   I first wanted to apologize to Mr. [redacted] for any frustration he has experienced during the sale or cancellation of his advertisement.   On 4/18/2016, Mr. [redacted] electronically 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 services. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement. Our advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website.   We have reviewed our sales process and customer service interactions with Mr. [redacted]. We would have preferred to continue working with [redacted] as an advertiser on Angie’s List, but given that Mr. [redacted] is no longer willing to advertise with us and in light of any misunderstanding or customer service issues over the duration of his advertising, we will consider his contract cancelled and have agreed to waive our standard Early Termination Fee for this contract. In terms of the portion of his advertising term that already ran, Mr. [redacted]’s advertisement was running as he agreed, and this payment was due for services rendered.   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 would welcome another chance to work with Mr. [redacted]’s business.   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

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 16, 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 give our side of the story regarding...

complaints filed against our company.  On 7/31/2014, Mr. [redacted] agreed to advertise with Angie’s List for one year per the attached agreement.   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 services. Each contract includes a standard cancellation fee. That information is found under the terms and conditions on the advertising agreement. Upon receipt of this complaint, we reviewed the advertisement and correspondence associated with Mr. [redacted]’s account. The advertisement was reflected with the appropriate coupon text, “$500 off a full kitchen or bath remodel of $5,000 or more. Not to be combined with any other offer. Coupon must be present at time of estimate.” Mr. [redacted]’s company listing received appropriate placementwith this advertisement.   In short, I sincerely apologize if we failed to deliver to the extent of Mr. [redacted]’s expectations. We did, however, deliver to the extent of the existing contract. Angie’s List and [redacted] had a binding agreement, and just as we have acted in accordance with our obligations, so must Mr. [redacted]. We will not waive the cancellation fee.     Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Sincerely,  [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

July 8, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted],Thank you for bringing this updated complaint to our attention. We appreciate the opportunity to respond to complaints against our company.Angie’s List never claims to verify to the truthfulness of any review.  Rather, we provide an open forum to allow our consumer members to post their feedback and perspectives on their experiences.  Furthermore, as Mr. [redacted] has confirmed to the Revdex.com that he did in fact call and have a conversation with the member, the member would be allowed to leave a review on that interaction.  However, the member has asked us to remove their review, and as of 7/7/2015 the review has been removed.  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 B[redacted]Angie’s List

July 21, 2017 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 respond to all complaints against Angie’s List.  I would...

like to start by offering Mr. [redacted] a sincere apology for his experience in seeking to cancel his membership. Mr. [redacted] requested to cancel his membership, which was accomplished according to his request.  I have reviewed the chat transcripts for each interaction Mr. [redacted] had with Angie’s List on 7/11/2017.  Mr. [redacted] did not request to receive a refund of his membership.  Angie’s List currently offers refunds on automatic renewals within 30 days of the charged automatic renewal.  Mr. [redacted]’s membership renewed on 4/13/2017.  In light of Mr. [redacted]’s frustration, I have granted an exception to policy, and I have issued a full refund for Mr. [redacted]’s $39.00 automatic renewal back to his PayPal account.  This effectively cancels Mr. [redacted]’s membership as of 4/13/2017. 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

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

February 13, 2017   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 clarify anything that might not...

have been addressed previously.   On 9/14/2016, Mr. [redacted] started to advertise with Angie’s List for one year per an electronically signed agreement for ‘Category’ searches for ‘Piano Moving’.  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.    Mr. [redacted] was in communication with representatives discussing his advertising.  In October of 2016, Mr. [redacted] expressed concern about a different type of advertising feature for ‘Keyword’ search options that he currently was not paying for.  Mr. [redacted] was given 9 months of ‘Keyword’ search options due to his concern.  This free product was given to Mr. [redacted] as a customer service gesture and in good gatih from Angie’s List to maintain a positive working relationship.  Mr. [redacted] never contacted Angie’s List to advise that he was still having an issue and disputed charges associated with his contract for November and December of 2016.  The charges disputed were for services that had been rendered.   After reviewing Mr. [redacted]’s complaint, Angie’s List has waived the early termination fee as an additional customer service gesture.  This has been addressed with the internal collections team within Angie’s List.  Angie’s List will not waive the amount owed for services rendered.  Mr. [redacted] can resolve this debt with the collections team here at Angie’s List.  If this is not resolved in a timely manner, the debt will be sent to a third party collections company.   We strive to provide top notch customer service to members and service providers alike and regret that the consumer was disappointed with his experience with Angie’s List. We delivered to the extent of our contract. Angie’s List and Mr. [redacted]’s company have a binding agreement, and just as we have acted in accordance with our obligations, so must Mr. [redacted].   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

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 payment. TO 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 nothing. This 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

August 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 9/18/2015, 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.    Upon review of the correspondence that was received from Mr. [redacted] regarding his advertising contract, Mr. [redacted] did not request to cancel his advertising contract at any point in time.  Mr. [redacted] did advise his Client Success Manager that he did not want to automatically renew his contract at the end of the term.  The charge Mr. [redacted] was assessed on 8/17/2016 was the final payment on his contract.  Mr. [redacted] contacted his Client Success Manager on 8/17/2016 and this was explained to him.    Due to Mr. [redacted]’s dissatisfaction with his advertising contract, Mr. [redacted]’s Client Success Manager has offered free services to attempt to resolve this situation.  If Mr. [redacted] has any questions or concerns regarding his contract or the offer of free services, he can contact his Client Success Manager for further assistance.    We strive to provide top notch customer service, and we regret that Mr. [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 B[redacted] Angie’s List

December 6, 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 this customer’s additional comments.   As stated previously, Mr. [redacted]’s concern over various categories was specifically related to Angie’s List eCommerce programs, which are completely separate from his advertising campaign.  Mr. [redacted] received services from Angie’s List, as outlined in his advertising contract.  Mr. [redacted] disputed the charges for services received and refused to address the debt with our internal collections team.  Mr. [redacted]’s debt has now been turned over to a third party vendor to collect.   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 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

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.That response only shows how unethical Angie's List is.  I'm not denying that I agreed to advertise.  I am saying that Angie's List notified me of all my options and absolutely stated that every advertising contractor MUST be licensed.  In fact when I registered my information with on Angie's List it asks you to upload your license so Angie's List knows from day one if a company is licensed or not.  Again they do not care as long as the unlicensed business is paying to advertise and they don't get reported.  IT SHOULD NOT BE MY RESPONSIBILITY TO MAKE SURE YOUR CLIENTS ARE PROPERLY LICENSED.  YOU STATED THEY WERE AND I TRUSTED THAT.  ANGIES LIST NOT PROPERLY SCREENING THEIR CLIENTS IS COMPLETELY UNETHICAL WHICH THEY THEN FALSELY ADVERTISE TO THE CONSUMERS.  THEY JUST ADMITTED TO THAT.  I SHOULD BE REIMBURSED FOR THE ENTIRE TIME I WAS ADVERTISING AGAINST UNLICENSED COMPETITORS.  If you do not reimburse me I am going to upload the emails and recorded conversations. Specifically the one when I asked Patrick Selby for copies of our supposedly "recorded" conversations when he stated "Angie's List is a publicly traded company and I will not release any information that could incriminate Angie's List." To this day you are still falsely advertising some of the contractors I reported.  And we all know that most of your clients all over the country are not properly licensed.  I'm sure a legitimate audit will prove that. Again they did not advise me of the multiple categories for pressure washing nor is it in the contract.  As you know I complained numerous times starting in 2014.  My first account manager apologized and stated he wanted to pass me onto a veteran manager who could better assist me who was Karey Morris.  Again the only things she offered to me were more forms of advertising like groupon type deals that would cost more money for me.  Additionally as everyone knows the businesses always lose money when the advertising company take 50%.  Karey Morris then passed me along to Bryon Craven who again stated he wanted me to spend more money.  I advised each one that I absolutely refused to spend another penny on other Angie's List programs until my monthly service fee was at least paying for itself.   As for my other business, [redacted], you DID NOT waive the early termination fee(ETF).  You overcharged me for 2 months and then you did charge me the ETF.  I asked you numerous times for a detailing billing report as well as documented proof that I agreed to continue advertising although you refused all my requests.  Only when I brought it to the Revdex.com did you reimburse me one (1) month.  Feel free provide the detailed billing reports so we can show the Revdex.com the truth. If anyone is wondering how Angie's List works and how they expect a business to be successful heres how:  The business pays to advertise.  Angie's List provides little review card (which you have to print yourself).  They expect you to give these cards to your customers (these are not customers from Angies List) and try to get them to pay for an Angie's List membership and have them write a review.  Now they can write a review even if they don't become a member although it only counts for your business's GPA (this is what makes you more visible and where you are placed against your competitors on their website) if they pay for a membership.  So basically they expect the client to do all the leg work.  The business pays to advertise and the business brings in new paying members.  It's actually genius but they do not give you any of this information up front.  Once you start complaining they will try to give you other options which actually cost more money and who knows if they work either.  And they will keep passing you around from account manager to account manager each asking to give them a chance for at least a few more months to make you successful.  Here you will eventually realize they are just trying to keep you paying as long as they possibly can.    With all that said I DO NOT accept Angie's List's response.  I want a full refund based on false pretenses and competing against UNLICENSED contractors and if they refuse I will take the necessary steps to get this resolved.  I will be sure to take this to the media and pass this on to my attorney.  We can get a subpoena for all your recorded conversations if you would like?  Now just refund my money so we all can move on.
[redacted]

We have been in contact with this customer and explained his current balance for services rendered.  The customer's contract has been cancelled as the customer requested.  Unfortunately, we have not been able to have a constructive conversation with this customer to resolve their...

complaint.  At this time, the customer owes the remaining balance for the services provided during the duration of their contract.

We have attempted to contact this customer to address their concerns listed in this complaint.  At this time, we are in the process of canceling the contract, as requested by this customer.  I have left my contact information for this customer to follow up and address their concerns...

specifically.

We have been in contact with customer directly since receiving this response.  We had an amicable conversation to address the questions this customer posed.  We hope the best for this customer in their future endeavors.

February 20, 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 give our side of the story regarding complaints...

filed against our company. On 8/6/2014, Ms. [redacted] agreed to advertise with Angie’s List for one year per the attached agreement. Though you may notice Ms. [redacted] did not sign the paper contract, she did agree to the terms electronically on 8/6/2014. 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 services. Each contract includes a standard cancelation fee. I sincerely apologize if we failed to deliver to the extent of Ms. [redacted] expectations. We did, however, deliver to the extent that our contract with her promised. Angie’s List and Ms. [redacted]  company have a binding agreement, and just as we have acted in accordance with our obligations, so must Ms. [redacted]. We will not waive the amount owed for her cancelation fee, nor will we remove the notice, which is applied to any service provider in a similar situation, until the balance due is paid.     Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards,  Anna [redacted]Angie’s List