Angie's List, LLC

September 19, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to 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 frustration with his membership, including any emails he may have received that were unwanted after his attempts to unsubscribe.   Mr. [redacted] has updated his email preferences on Angie’s List to minimize email correspondence from Angie’s List.  As requested, I have taken the necessary steps to ensure that Angie’s List will no longer correspond to Mr. [redacted] using his email address.  There are prepopulated email lists in place that could result in Mr. [redacted] receiving a few emails within the next week, however any email correspondence after this should not be an issue for Mr. [redacted].    In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We strive to provide top-notch customer service.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted] Angie’s List

June 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 apologize for the delay in my response.   I first wanted to apologize to Ms. [redacted] for any frustration he has experienced during the sale or cancellation of his advertisement.   On 2/25/2016, Ms. [redacted] electronically 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. 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 Ms. [redacted]. We did not find any misleading or misrepresentations on our end. The different percentages that Ms. [redacted] is referring to may be a result of the different types of offers discussed with our representative. We would be happy to work with Ms. [redacted] to work on getting return value from her advertising contract. If she would still like to cancel, she can contact us directly and we will work directly with her to cancel her advertisement.   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 Ms. [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

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.I am not accepting their response. The customer flat-out lied and she knows. Angie's List is allowing this. It's bad business practice and unethical.Regards,[redacted]

April 8,...

2016Indianapolis 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 delay in my response.I first want to apologize to [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 did not find that there was any misleading commentary on our end regarding any promise of lead generation. However, we did find that [redacted] was not made aware of the early termination fee during the sales process. We also confirm that [redacted] called us asking for assistance on December 15 but was not followed up with until the following month.We will waive the early termination fee of $400.05 and credit one month of advertising fees in light of the slow response to [redacted]’s December call and less than perfect customer service he has experienced. [redacted] will still owe the remaining balance of $127 for services rendered prior to this cancellation.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 [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 [redacted]Angie’s List

December 28, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted], Thank you for bringing this updated complaint to our attention. We always appreciate the opportunity to give our side of the story regarding complaints filed against our company.  We first wanted to apologize for any frustration or misunderstanding Mr. [redacted] has experienced.Mr. [redacted]’s company, [redacted] Heating and Air Conditioning, is a Super Service Award-winning advertiser on Angie’s List, and has offered ecommerce to our members for several years now.  His company is offering multiple different deals to our members, including check-up and service call offers.  In short, his company is doing exactly what this complaint seems to suggest is impossible.  Though some Big Deals may indeed be loss-leaders, reputable businesses like Mr. [redacted]’s seem to see the merit in impressing a consumer and earning long-term loyalty and business.  If contractors were to attempt to “bait and switch” to take advantage of consumers, they would likely receive negative reviews, which would both incentivize consumers to try a competitor instead, and would trigger our risk assessment programs to stop allowing these companies to offer ecommerce or advertising through Angie’s List.  We have also developed a Service Quality Guarantee, significantly stepping up our protections and support we offer our consumer members.  I am sorry to hear how disappointed Mr. [redacted] is in our consumer advocacy and honesty, but our growing numbers of members suggest that not everyone agrees with him.In short, Mr. [redacted] seems to be very successfully using our platform and our advertising to succeed and show off his hundreds of happy customers’ reviews.  I am disappointed that he seems so dissatisfied with our service, but he remains an active advertiser and has expressed no desire to stop working with us.  He has an account manager and an ecommerce specialist who remain at his service if he chooses to make any changes in upcoming contracts.Kind regards, Jesse B[redacted]Angie’s List

March 28, 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....

  I first wanted to apologize to Mr. [redacted] for any confusion or frustration relating to our review guidelines. 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.    A manager of our client success department has been working directly with Mr. [redacted] and looking into the reviews in question, and we are confident that we will be able to help with at least some of the reviews he has mentioned.  We would encourage him to continue speaking with his contacts and allowing them to assist him.   I find it regrettable that we left Mr. [redacted] feeling he had no other recourse than to complain to the Revdex.com. We strive to provide top-notch service to all companies on our list.   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

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.
The response states that Angie's List does not know what search was performed but they could find my company...I attached a screen shot of my search.  I am doing so again. It shows exactly what was searched. You state that you train your people to mention the exclusion.  This was NOT done when either my wife called or when my customer called.  When my customer called, she said my company was bad mouthed and she was told she didn't want to use my company. When my wife called, 4 companies, including mine, were mentioned.  She asked for all to be emailed over.  Angie's List rep said OK then only sent 3, not including mine.  Screen Shot attached, AGAIN.  Why are these  points not being addressed?   If it's not in the contract to exclude a member, please explain how it is acceptable business practice. I include points in previous communications and they are being ignored.  I would appreciate a response of ALL points communicated. [redacted]    
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 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]

February 15, 2016 Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted] Thank you for bringing this complaint to our attention. We appreciate the opportunity to respond to complaints against our company. Though Ms....

[redacted] signed an agreement with Angie’s List on July 28, 2015, authorizing an early termination fee of 35% of the total contract value, we have decided to honor her request by waiving this early termination fee, as we agree that she received slow response to various inquiries, and less than perfect customer service.  We would have preferred to continue working with [redacted] as an advertiser on Angie’s List, but given that Ms. [redacted] is no longer willing to advertise with us, we will waive the early termination fee and consider the contract canceled. In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We appreciate the feedback and ability to correct this situation to some extent. Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards, Jesse [redacted] Angie’s List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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:
As per request:[redacted]
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]

November 16, 2015Attn. [redacted]Re: Complaint Case # [redacted]Thank you for bringing this complaint to our attention.  We appreciate the opportunity to give our side of the story regarding complaints filed against our company.  I’d first like to apologize to our member, [redacted]...

[redacted], for the frustration experienced during this process.  We strive to provide top-notch service to our members, and from the tone of this message, I fear that we have failed in this regard.  I have followed up directly with our member to apologize for the poor customer service and ask for more details about the phone experience.  I have also refunded the $3.00 that was charged in error recently.  It appears that Noel had two separate accounts, so one was charged even though the other one correctly displayed that it was expired and canceled.Thank you again for the opportunity to respond to this complaint.  Please let me know if you need anything further.Sincerely,Jesse [redacted]Angie’s List

September 1, 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.   On 7/6/2017, Mr. [redacted] started to advertise with Angie’s List for one year.  We require each prospective advertiser to electronically 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. 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 did not find that there was any misleading or confusing commentary on our end.   Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement. Mr. [redacted] was notified of the early termination fee during the sales process.  On 8/9/2017, Mr. [redacted] called Angie’s List to discuss the cancellation of his contract.  The cancellation process was started at that time.  Mr. [redacted]’s contract was cancelled and the early termination fee invoiced.   Mr. [redacted] then contacted Angie’s List and stated he didn’t want to cancel until the next month due to financial constraints resulting from the early termination fee.  Angie’s List has worked with Mr. [redacted] to reinstate his advertising contract and refunded the early termination fee that was invoiced as a result of his cancellation.  Angie’s List is not responsible for Mr. [redacted]’s supposed loss of income that resulted from his cancellation request.   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 25, 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 always appreciate the opportunity to give our side of the story regarding...

complaints filed against our company. I apologize for the delay in my response.   On 4/20/2016, Ms. [redacted] started to advertise with Angie's List.  Ms. [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.   We have reviewed our sales process and customer service interactions with Ms. [redacted]. Ms. [redacted]’s advertising contract was cancelled on 7/7/2016 after speaking with management in the Advertising Department. In terms of the portion of her advertising term that already ran, Ms. [redacted]’s advertisement was running as agreed from April through July. Ms. [redacted] will still be responsible for paying the standard Early Termination Fee, but any payment she has made since the time of cancellation will be applied to what she owes for this fee.   Angie’s List has recently changed the membership structure to allow an option for a free membership.  Angie’s List has kept the same paid membership base and increased the number of daily member joins exponentially.  The increased amount of traffic to the Angie’s List website would have increased the opportunity for Ms. [redacted]’s business to generate leads through their advertising campaign with Angie’s List.   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 Ms. [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

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]

April 22, 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. I’d like to start by offering a sincere apology to Ms. [redacted] for the frustration this process has caused.  Ms. [redacted] purchased an offer from the company, [redacted] on September 12, 2014. While the offer could be redeemed within one year, the 30 day refund policy was explained to Ms. [redacted] when she recently contacted Angie’s List along with her other options relating to the purchase.  As a courtesy, the team handling Ms. [redacted]’s concerns refunded the offer on 4/20/15 in the amount of $199.00.  Additionally, I have refunded her membership fees in full that she paid in July, 2014.  Those fees totaled $28.79.  Ms. [redacted] was not charged $59 which she mentioned in her complaint.   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,  [redacted]Angie’s List

October 23, 2015Re: [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 you.[redacted] agreed to...

advertise with Angie’s List on September 9, 2015, per the attached agreement.  We have reviewed the sales process and found that [redacted] did agree that any Storefront offers from advertisers came with a lowered 3% transaction fee to be paid to Angie’s List.  Though the exact details presented by Drake were not our standard policy, we will be happy to honor the rate that was given [redacted] over the phone.  No misleading was intended, and we are happy to honor the price quoted to [redacted].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.  If [redacted] is still interested in canceling his advertising with us, he would need to pay the early termination fee to cancel the contract.  We hope that by honoring the rate we originally quoted, we can help [redacted] benefit from the advertising he agreed to and we can find mutual benefit.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We did, however, deliver to the extent of the contracts that we signed.  We would be happy to continue working with [redacted], and have reached out to him to offer this lower 3% rate.  We ask that he let us know how else we can help him.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards, Jesse [redacted]Angie’s List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I appreciate Angie's list's response. I just worry about other people being personally attacked, as I have been, for writing an honest review. Since the companies do not have to be held accountable for being truthful, I do not feel Angie's list provides a safe environment. I would just appreciate it if the Revdex.com can keep this complaint on file so other people can be aware of what they are risking by joining Angie's list. I also feel Angie's list should be made to alter their advertisement when they say 'You can believe what is on Angie's list.'  My experience has proved this is not entirely true.
Regards,
[redacted]