Angie's List, LLC

June 12, 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 Ms. [redacted] for any frustration or confusion regarding her membership.   Ms. [redacted] was able to get in touch with Angie’s List on 6/9/2017, after submitting her Revdex.com complaint.  Angie’s List has resolved Ms. [redacted]’s request.  Ms. [redacted] joined with PayPal and agreed to use PayPal as her renewal payment method.  At this time, Angie’s List has refunded Ms. [redacted], as she will be utilizing a free membership moving forward.   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

April 22, 2015    Indianapolis 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 give our side of the story regarding complaints filed against our company.  I’d like to start again by offering a sincere apology to Ms. [redacted] for the frustration this process has caused.  A refund in the amount of $40.01 was processed on Monday, 4/13/15 for the Big Deal purchase.  An additional refund of $9.99 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. It looks like an additional charge was made in error in the amount of $9.99 on 4/17/2015.  This was corrected and refunded on 4/20/15 and Ms. [redacted] was notified.  I sincerely apologize for thiserror.   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

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

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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.
I was sold a 5 year term membership to Angie's List with 110% money back guarantee and was told by an Angie's List representative I would receive the 110% of my purchase price, however after having to call back a week later to inquire about my money back guarantee, I was told a different story.   Angie's List should honor their 110% money back guarantee, nothing less.
Regards,
[redacted]

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.
Regards,
[redacted] I also want my money back you guys haven't done anything for my company. Also not recommending angles list to anybody. what kind of serious company you guys are when in less than a month you switched in 3 different occasions the rep. you guys have a lot to work on.

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

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.

March 20, 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.   After investigating this matter, we have determined that the sales process was handled properly. The cancellation fee is related to their traditional advertising. We will not waive the amount owed by her company for the cancellation fee. In addition to a statement regarding non-payment of traditional advertising, Ms. [redacted] company profile also displays a non-payment of eCommerce notice. If they have specific questions related to their traditional advertising or eCommerce balance due, they can contact their collections representative here at Angie’s List.  We have delivered 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 by her company, nor will we remove the notices which are 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

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.
When we first talked to a  representative from Angie's list, Kyle S[redacted], guaranteed us results. We explained to him our hesitation to pay a large amount of money and not get a return. He guaranteed a return, whether or not it's their policy to do so, he did so. Also the representative we spoke to about the extra advertisement, Jakar R[redacted], he quoted us three different percentages for the SAME package. Each time we spoke to him it went up 5%. This wasn't about different packages it was about the same one each time. Our "account manager" never answers our phone calls and waits until the next or even a couple days later to respond. And when we do finally talk to her nothing gets solved. We get the run around. We feel very cheated and feel like they only wanted our money, and we're not interested in actually helping us. We have spent so much money already with absolutely no results and so many headaches with dealing with different representatives, we only want a clean break from Angie's List. We no longer wish to do business with them.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and am happy with the results. They handled it well and am satisfied with the results.  
Regards,
[redacted]

Revdex.com:
As per request:[redacted]
Regards,
[redacted]

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. 
Regards,
[redacted]

September 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 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 renewal. Our 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 so. We acknowledge that with every improvement, we run the risk of offending a small portion of our members. Some people, caught off guard when their renewal goes through, clearly do not benefit from this intended convenience. Because 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 membership. We also email members prior to the renewal date to notify them of the upcoming charge.   Ms. [redacted] joined Angie’s List in 2011 and has been an active user of her membership since she has joined.  Ms. [redacted] agreed to automatic renewal on her account when she joined.  Her membership also informs her that her account with be automatically renewed on the date that ends her current term.  Angie’s List sent out many emails to members to notify them of the changes to the membership types.  Ms. [redacted] was grandfathered into the highest membership tier available due to her loyalty to Angie’s List.  Ms. [redacted] was sent an email explaining that she would remain at the $34.67 per year rate she has been paying and will receive the Gold membership, which is normally priced at $99.99.  Again, Angie’s List sent out many emails explaining this to all members, as well as a notice prior to any automatic renewal charge that is about to occur.   Ms. [redacted] has already contacted Angie’s List directly to have her complaint resolved.  She has been refunded for her most recent automatic renewal.  She has also been downgraded to a free Green tier membership.  Ms. [redacted] will lose all of the benefits she is used to having with Angie’s List as a Green tier member, compared to a Gold tier member.  She will have to correspond with Angie’s List via chat or email only, as call center support is not provided to Green tier members.  She will not have access to our Service Quality Guarantee or Fair Price Guarantee as a Green tier member.  Angie’s List certainly feels that we were doing our members a favor by upgrading all paid memberships to receive the benefits of Silver and Gold memberships due to their loyalty to Angie’s List.  I am sorry to hear that Ms. [redacted] did not feel this way.      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.
I understand Angie's List has its policies. I understand they will not remove a negative review of a customers experience because a business owner doesn't agree with it. I understand in the event a business receives a negative review, the business has the opportunity to respond to it. This all makes sense. What I don't agree with is a review posted to a small business's profile page (MINE) from a customer that the small business has never dealt with and is over 100 miles away. Not only can't Angie's List get in touch with this person (as they mentioned on 5/15), it should not be my responsibility to track down a person I have no dealings with. As it sits today my small family business is hurt by a false negative review posted online. I kindly ask that this review be removed until Angie's List can confirm with THEIR customer what location they intended this review to be posted on.
Regards,
[redacted]

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.There was no action to resolve my complaint.  It just sounds like a bunch of gobbledygook to me.  When I type "endodontists" I still do not see the wonderful doctor I went to.  It appears they just left things as they were, with the odd search.  Interestingly enough, now the "endodontist" list has shrunk from 26 to 7. Angie's List, please note. I can't speak for others, but the more selections on a search the better.....  lot's of things can come into play for an individual, ie. location, male or female, and the particulars that are contained in a review.  Don't make those decisions for me, with your strange parameters that determine who will come up in a listing.Regards,[redacted]

We are sorry that this customer is not pleased with their results of our communication at this time.  We have been in contact with this customer on a daily basis since their complaint was submitted to attempt to assist with an amicable resolution.  We will continue to work with this customer to assist them with their complaint.

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]

August 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 respond to complaints against our company.   At this point, Mr. [redacted] has not paid for the past 3 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. [redacted]’s advertising contract and placed a notice on his profile for ‘Non-Payment of Advertising’.  Mr. [redacted] will be responsible for paying for the 3 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 3 months of services rendered that have not been paid.   I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We strive to provide top-notch customer service.  We would love the chance to earn back Mr. [redacted]’s trust in the future and work with them again.   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