Angie's List, LLC

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.

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]

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

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

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.

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

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

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.

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]

May 26, 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 apologize for the frustration...

this process has caused Mr. [redacted].  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.  Members are required to attest to the review confirmation statement before submitting each review.  Without that unique attestation accompanying a review, it cannot be submitted to the website.  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 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.  Mr. [redacted] does not recognize the member, so we have proceeded with the reconfirmation process.  We reached out to the reporting member on 5/15/15 at Mr. [redacted]’s request.   To date, we have not received a response from the reporting member.  Mr. [redacted] is aware of our reconfirmation process per discussions with Angie’s List representatives on 5/15/15.  I apologize for any misunderstandings of our policies during those conversations on May 15th.  Angie’s List does not prohibit a service provider from contacting a member to ask about a review.  In fact, we have provided a mailing address of the member for Mr. [redacted], and have no issues with a polite letter asking the member if perhaps she has made a mistake in reviewing the wrong company.  What our representatives confirmed is against our policy is threatening members with lawsuits over negative reviews.  Though I understand that Mr. [redacted] feels this member is mistaken in leaving a review on his company, we have an across-the-board policy whereby if service providers threaten litigation over member reviews, we will post a notice on their profile about this behavior as a warning to other consumers.  I find it regrettable that we left Mr. [redacted] feeling no other recourse than to complain to the Revdex.com.  However, in this case Angie’s List has followed its policies, and must remain neutral in regards to reviews, so we will not be removing this member review at this time.  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

May 11, 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 respond to complaints against our...

company.   As Mr. [redacted] states, he signed an advertising contract to live on 4/11/2017 for a full year.  We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these services. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement.    We have looked into Mr. [redacted]’s concerns and did not find any wrongdoing throughout the sales process, because of this we won’t be refunding his payment. However, we are agreeing to cancel his advertisements and are waiving the standard early termination fee due to the customer service issues he mentioned. We apologize for any frustration caused to Mr. [redacted].  We have also issued a partial refund for the remaining time of the first full month Mr. [redacted] had already paid for in the amount of $30.80 that remained after the cancellation of his contract.   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

I was promised a lead generating website on a Angie's List where the customers are upper-middle-class ready to buy thousands of people a day look on Angie's list for my services.literally the only thing I got from Angie's list was a billi have not felt this ripped off in a long time

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 find that this resolution would be satisfactory to me. 
Regards,
[redacted]

April 3, 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 respond to complaints against our company.
 
Mr. [redacted] purchased a lead generated online based on a
customer’s request.  As Mr. [redacted] is
claiming that the information the customer submitted did not allow him to
contact the customer, we have issued a refund for this purchase. 
 
We apologize for the miscommunication, as the individual who
had been in contact with Mr. [redacted] did not receive the email Mr. [redacted]
maintains he sent.  For ease of
communication, Mr. [redacted]’s best point of contact with Angie’s List moving
forward would be our Business Center, who can be contacted at [email protected]
or 1-866-843-5478.
 
In short, I sincerely apologize that
this customer is disappointed with their experience with Angie’s List. We have
refunded Mr. [redacted] for his lead purchase, and look forward to continuing to
work with him in the future if he chooses to.
 
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 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

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]

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.

December 2, 2014   Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case #[redacted]  Thank you for bringing this complaint to ourattention. We appreciate the opportunity to clarify anything that might stillbe unclear.   Angie’s List does not allow members to leave 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. This is stated in our Membership Agreement, which every member mustaccept before accessing our website. In item number 2 of the Agreement, itstates:  As acondition of Your use of the Service, You agree to: (a) provide Angie's Listwith true, accurate, current and complete information as prompted by theAngie's List's registration forms, when registering for or using the Service;and (b) update and maintain the truthfulness, accuracy and completeness of suchinformation.   Additionally, under the section of theAgreement regarding submission of reviews, item number 10 (f) states:   Yourname and review information will be made available to the Service Providers onwhich You review. Mr. [redacted] has purchased 3 Big Deals throughhis Angie’s List membership.  The only BigDeal that has not been refunded to him is for [redacted]. ThatBig Deal was purchased on 7/23/2014.  Accordingto our records, we did not receive any contact from Mr. [redacted] related to hisBig Deal purchase or otherwise, until 9/10/2014. Mr. [redacted] notified us of issuesconcerning this deal on 9/25/2014, outside of the window for our 30-Day RefundGuarantee. Although Mr. [redacted]’s request was received outside of the window oftime specified to receive a direct refund, we are able to exchange the deal ifhe purchases another Big Deal of any monetary amount. I apologize for the continued problems thatMr. [redacted] has encountered surrounding his addresses on our website. We wereable to remove all addresses from Mr. [redacted]’s view, with the exception of hisPO Box. Any addresses that he is able to see through his account now are tiedto his ‘Recent Searches’ and can be removed by Mr. [redacted], simply by clickingon the gray ‘x’ to the right. I have attached a screenshot to show hismembership as Mr. [redacted] sees it, with a red circle referencing the ‘x’ I amreferring to. Depending on how many times he used the additional addresses forsearching, he may need to ‘x’ it out multiple times. Because our website, aswell as our Band of Neighbors feature, references the address on file, Mr.[redacted] may encounter some difficulty when searching for providers bydistance.   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

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