Angie's List, LLC

July 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.    On December 1, 2015, Mr. [redacted] electronically agreed to advertise with Angie’s List for one year. 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 their advertising agreement.   Upon receipt of this complaint, we did review the sales process for this company.  We did not find any wrong doing and found that Mr. [redacted] was not mislead nor guaranteed leads. We also explained the 12 month agreement and the 35% early termination fee while going through the sales process.   In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List and felt that they had no choice but to contact the Revdex.com in this matter. Regardless, Mr. [redacted] was made aware of the contractual agreements beforehand and because of this, we will not be waiving his account balance. If he has further questions regarding the status of his advertising or if he would like to cancel his advertising, I would encourage him to reach out to his account manager.    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

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

May 26, 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.   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 services. Each contract includes a standard early termination 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 did look back through the sales process and will agree that would could have provided more clear expectations for our advertising program. As a result we’re willing to provide modifications to his Early Termination Fee and refund this amount of $1208.57.   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

May 15, 2015    Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [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 Mr. [redacted] for the frustration this process has caused.  Mr. [redacted] purchased an offer from the company [redacted] on April 25, 2015.  Mr. [redacted] requested a refund and was asked to fill out a refund form, as we do with all customers for refund requests in order to track and investigate providers if warranted.  No fraud occurred with Angie’s List.  We are in communication with the provider at this time regarding the provider not honoring the deals that he had posted on Angie’s List.   Mr. [redacted]’s refund was processed the same day the refund form was submitted. He was refunded in full for $197.00.  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,    Mindy O[redacted]Angie’s List

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.

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

August 29, 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 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 any confusion regarding his membership.   Mr. [redacted] initially joined Angie’s List on 7/15/2017.  Angie's List does not currently have a refund policy for new membership purchases. Mr. [redacted] is certainly entitled to his opinion on the estimates provided by companies that are listed on Angie’s List.  Angie’s List would encourage Mr. [redacted] to leave his feedback on the companies he has had experiences with to let other members in his area know that these companies are overcharging.    With that being said, Mr. [redacted]’s refund of $99.99, effectively cancelling his membership, was processed on 8/28/2017 per his request, which was escalated to a supervisor.  Angie’s List seeks to offer top-notch customer service.  I apologize that we left Mr. [redacted] feeling that he had no other option than to contact 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

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

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

October 27, 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 Mrs. [redacted] for the frustration this process has caused.   Stephanie C[redacted] has been working directly with Mr. and Mrs. [redacted] to try to help them find some resolution in this matter.  Though Angie’s List cannot control the behavior of providers on the List, Angie’s List offers the Complaint Resolution Process as an option to use the member’s review as leverage in assisting to resolve issues with a company.  The Complaint Resolution Process is a process that a member can willingly enter into for additional assistance when they encounter an issue with a company.  If the member does not wish to remove or edit their review in exchange for the resolution of their complaint, they do not have to utilize the Complaint Resolution Process.  Since the member willingly enters into the Complaint Resolution Process, Angie’s List remains as a neutral third party and only enforces the requirements of the Complaint Resolution Process, which the member agrees to prior to starting the process.  Since the member agrees to remove or edit their review once a company resolves their complaint through the Complaint Resolution Process, Angie’s List stands by the statement that Angie’s List does not alter or remove reviews.    Angie’s List does not typically offer membership refunds, post June 8, 2016, when our policy changed relating to membership refunds.  I have made an exception in this situation and issued a refund for Mr. and Mrs. [redacted]’s membership in full, totaling $99.99.  At this time, they have been withdrawn from the Complaint Resolution Process, as this is benefit reserved for Gold level members.  Their membership is cancelled effective immediately.   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

Based on this customer's email to Angie's List, we will not be contacting them directly.  I can assure that their membership has been cancelled and refunded, as requested.  We are sorry that this customer is dissatisfied and hope that they will try our services in the future if they have a...

need.

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

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

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

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

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

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.

January 22, 2015Indianapolis Revdex.com 22 E. Washington StreetIndianapolis, IN  46202Attn. [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.  As mentioned before, 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.  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.   The review Ms. [redacted] is referring to was submitted by Angie’s List member, Ms. [redacted].  She is allowed per our reporting guidelines to leave a review detailing the frustration she felt stemming from charges incurred and poor communication. Members are allowed to share their experiences, using the terminology and phrasing they feel is appropriate. Ms. [redacted] has posted a response to the report, to share her side of the story, and she can update her response to include more details, if she chooses. As a neutral forum, Angie’s List does not act in the capacity of judge or jury. We are a conduit through which information is allowed to pass. I find it regrettable that Ms. [redacted] was left feeling no other recourse than contacting the Revdex.com. However, I believe that Angie’s List has followed appropriate procedures meant to ensure we stay as neutral as possible. We will not remove this review at her request.  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

July 7, 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 my delay in responding to the Revdex.com.
I’d like to start by offering a sincere apology to Ms. [redacted] for any confusion regarding her membership.
Search engine landing pages use the information in our database to give a total number of companies who have positive ratings within a given area. However, since these results are based on a description of the area rather than a specific address, not all of the providers will serve a given member’s area. As a timesaving measure for our members, we show only the most relevant service providers in search results while logged in, based on location and ratings. I apologize that Ms. [redacted] felt misled about the number of results we had available.
I regret that we were not able to convey the value of our memberships – we actually have a free Green membership option for consumers merely interested in looking up ratings and reviews. The Silver membership Ms. [redacted] signed up for provides considerably more value by allowing her access to our Service Quality and Fair Price Guarantees. However, in light of the frustration Ms. [redacted] mentioned in this complaint, I have refunded her the $19.99 she paid to join 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,
Jesse B[redacted] Angie’s List