Angie's List, LLC

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]

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

April 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.   At this point in time, I am only able to locate one email contact from Ms. [redacted] that was sent to our Customer Service Department today, 4/12/2017, at 9:27AM.  This email request to cancel her membership does indicate that she was having difficulty accessing the Live Chat option for cancelling her membership.  I will be reaching out to our IT Department to look into any issues we may be experiencing with our Live Chat option.    At this time, I have set Ms. [redacted]’s membership up so it will not renew.  Her membership will expire on 4/13/2017.  We are sorry to see Ms. [redacted] go as a member.   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

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

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

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

April 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.   I’d like to start by offering a sincere apology to Ms. [redacted] for any frustration this process has caused. Angie Cash was a program created so Angie's List members can take advantage of personaloffers while earning rewards. This is our way of saying thank-you for taking advantage of varying aspects of a membership.   Ms. [redacted] did contact Angie’s List at the end of March regarding the trouble she was having with the fuel card.  A supervisor ensured that the Angie Cash was made available to her and it appears she has completed the process to receive the gas card.  I am so sorry she has still not received it.  I will be addressing this with the team that handles the gas cards and I am putting aphysical gas card in the mail today to Ms. [redacted].  I find it regrettable that we left Ms. [redacted] feeling she had no recourse but 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,  Mindy O[redacted]Angie’s List

February 22, 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 Mr....

Foguth signed a year-long agreement with Angie’s List on November 24, 2015, authorizing an early termination fee of 35% of the total contract value, we have decided to honor his request by waiving this early termination fee.  Mr. Foguth made the agreement with us assuming that his advertisement would be placed at the top of search results, which ended up not being the case.  Part of the reason behind this was the fact that multiple reviews on Mr. [redacted] company’s profile did not meet our review integrity guidelines.  However, in light of any miscommunication or misunderstanding during the sales process, we have waived the early termination fee and canceled Mr. [redacted] advertising contract. In terms of the standing of Mr. [redacted] business profile, we do not remove companies entirely from Angie’s List.  Even without [redacted] providing a paid advertisement, their profile will be available for members to view, so that they can read reviews to make hiring decisions.  The negative review that Mr. Foguth mentioned in his complaint appears to have been left by a genuine customer of his, as he has responded to the complaint in a way that indicates he is familiar with the consumer.  Angie’s List did not create this review ourselves, nor do we “filter” positive or negative reviews, regardless of whether a company advertises or not. 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

January 17, 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 give our side of the story regarding...

complaints filed against our company.    I’d like to start by offering a sincere apology to [redacted] for the confusion in pursuit of her Big Deal refund. According to our records, [redacted] contacted us on 1/12/2017 to ask for a refund of her purchase, which was made on 1/12/2017. Every time a member requests a refund for a Big Deal that has been purchased, Angie’s List, first and foremost, wants to offer assistance to the member.  We offer to help with scheduling or to locate a company that can provide the service.  If the member declines the offer of assistance and is within 30 days of the purchase, they are eligible for a refund.   [redacted] declined the offer of assistance.  The representative she was chatting with advised that he had submitted her refund request, which will be addressed within 3-5 business days.  On 1/13/2017, [redacted]’s refund was processed back to her credit card, well within the 3-5 business day expectation that was given.  [redacted] was also sent an email confirmation on 1/13/2017 stating that her refund had been processed.   [redacted] advised that she believes it is misleading that the company does not service her area.  The company indicates to Angie’s List what zip codes and areas that they service.  The company signed a contract confirming that they would service [redacted]’s area for the Big Deal she purchased.  I have notified the eCommerce Representative that works with the company to have them adjust the contract for this Big Deal and remove [redacted]’s area.  I apologize for the inconvenience this has created.    I find it regrettable that we left [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 [redacted] Angie’s List

November 5, 2014
 
 
 
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 the frustration that she has endured as a result of being enrolled in our auto renewal program, and the difficulty we’ve encountered in locating the membership associated with her recent charge. The 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, and we employ customer-friendly refund policies for situations such as this. The following notification appeared on the online “Join” page that members see when initiating a membership:
 
Continuous Service Membership: To ensure uninterrupted service, all Angie's List memberships are renewed automatically, using the credit card on file. All of our annual memberships are renewed at the current membership rate on the first day of the month in which the current membership term ends, while monthly memberships are renewed at the current membership rate on the date in which the current membership term ends. You may cancel at any time. Annual memberships are backed by our 110% money back, satisfaction guarantee. Sorry, no refunds for monthly memberships.
 
Additionally, this information is included in the welcome packet that is sent to the member’s home after signing up. 
 
I sincerely apologize; I was unable to locate a membership based on the contact information provided with this complaint. If Ms. [redacted] could provide additional email addresses, phone numbers, or addresses to enable me to locate the account, I will be able to fully refund the charges she mentions and cancel any membership for her household.
 
I find it regrettable that we have failed Ms. [redacted]. We strive to provide top-notch service to our members. Again, we sincerely apologize for any frustration this caused, but I am unable to assist further without additional, alternate contact information.
 
Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information. 
 
 
 
[redacted]
Angie’s List

March 6, 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 the difficulties in pursuit of his Big Deal refund. According to our records, Mr. [redacted] contacted us on 3/3/2017 to ask for a refund of his purchase, which was made on 1/9/2017. All Angie’s List eCommerce purchases have a 30 Day Refund Guarantee.  All members must request a refund within 30 days of purchase.   The 30 Day Refund Guarantee has been put in place to protect all parties involved in the eCommerce program.  This helps Angie’s List keep the most up-to-date information on the companies participating in the eCommerce programs, which is used to determine if a company should continue in the eCommerce programs.  This protects Angie’s List members from companies that are not maintaining the high standards that Angie’s List requires.  This also protects Angie’s List and companies from receiving refund requests well after a purchase (sometimes months and even years after).    I have notified the appropriate internal department of Mr. [redacted]’s concern about statements made during the purchase process that states that the company will reach out to the member to schedule services.  This will be reviewed, data will be pulled to determine the impact of the statement, and any necessary changes will be addressed.   I have reviewed Mr. [redacted]’s specific refund request and deemed that an exception can be granted due to the scheduling and communication issues Mr. [redacted] experienced with the service provider.  I have processed Mr. [redacted]’s refund at this time and sent him a follow up email to confirm this information.   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,   Jesse M[redacted] Angie’s List

August 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 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 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.  I apologize if Ms. [redacted] somehow missed this email notification.    Ms. [redacted] initially joined Angie’s List on 1/19/2015. Ms. [redacted] agreed to automatic renewal on her account when she joined.  Her membership also informs her that the account will be automatically renewed on the date that ends her current term.    With that being said, I have processed Ms. [redacted]’s refund of $59.99, effectively cancelling her membership.  Angie’s List seeks to offer top-notch customer service.  I apologize that we left Ms. [redacted] feeling that she 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 22, 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 address any complaint that may be...

brought against our company.   On 3/1/2016, [redacted], the office manager of [redacted], agreed 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.    Ms. [redacted] was in communication with representatives discussing the company’s advertising for several months prior to accepting the contract.  During this time, Mr. [redacted] was sent emails at [redacted].  This would mean that Mr. [redacted] was made aware of the contract negotiations being discussed with his office manager, Ms. [redacted].  Ms. [redacted] also indicated to the Angie’s List advertising representative that she was discussing and getting approval from Mr. [redacted] before the company entered into the advertising contract.   In June 2016, Angie’s List received a phone call from [redacted] asking about the company’s contract.  On 6/27/2016, a new contact, [redacted], reached out to Angie’s List to advise that Ms. [redacted] was no longer with the company.  [redacted] requested to cancel the advertisements at that time.  When he was advised of the early termination fee, he threatened legal action and ended the call.  On 6/29/2016, [redacted] called back and requested to leave their advertisements active and stated that the company no longer wished to cancel.   Angie’s List has attempted to get in direct contact with Mr. [redacted] relentlessly.  We have sent emails, called, and left multiple voice mails. Mr. [redacted] did not interact with Angie’s List representatives until after the company had cancelled the advertising contract and had been excluded for ‘Non-Payment of Advertising’.  Mr. [redacted] contacted Angie’s List on 12/13/2016 to ask about the advertising contract and the invoice he had received for the early termination fee.  He was informed of the early termination fee that resulted from the cancellation.  From that point forward, Mr. [redacted] referred all representatives to speak to [redacted] to address concerns.   On 12/20/2016, [redacted] claimed that the previous representative, Ms. [redacted] did not have authorization to sign the contract.  At this time, Angie’s List ran an internal audit on the sales process for this company.  There were no wrong doings found by any Angie’s List employee and that the company had knowingly and willingly entered into an advertising contract with Angie’s List.    At this time, the complaint Mr. [redacted] has filed should be sought after Ms. [redacted] directly.  Ms. [redacted] was an employee of Mr. [redacted] who was in a position of authority at the company.  Ms. [redacted] entered the company into an advertising contract, which Mr. [redacted] was included in email communications.  [redacted] has advised that the company is not going to pay the early termination fee, which will result in the debt being sent to a 3rd party collections agency and the exclusion placed on their profile remaining.   The early termination fee is still owed for the cancellation of the advertising contract that [redacted] entered into knowingly.  [redacted] also knowingly stated on 6/29/2016 that the company wished to continue with the advertising contract, which negates any and all claims that these charges were fraudulent on the part of Angie’s List.  Once payment for the funds owed to Angie’s List have been paid in full, the exclusion on Mr. [redacted]s business profile will be removed and the company will again be shown on Angie’s List in good standing.   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 been in touch with this customer and were able to hold a productive conversation regarding their concerns.  We have apologized for any confusion that lead to this complaint, were able to come to a settlement regarding their account, which has been cancelled per their request, and we...

have parted way amicably.

July 10, 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 the frustration he mentions in his complaint.   As Mr. [redacted] mentioned, he purchased an offer from the company [redacted]. on February 22, 2017.  Though we are proud of our industry-leading Service Quality Guarantee, it only applies to purchases made by paying members.  As such, Mr. [redacted]’s purchase does not qualify due to his membership type.  Mr. [redacted] was offered the opportunity to upgrade his membership on 6/19/2017 to qualify for our Complaint Resolution Process to receive additional assistance.  Mr. [redacted] joined Angie's List on February 22, 2017.  He spoke to a representative the day he made his purchase.  At that time, the different types of membership and the benefits offered by each membership type were explained to Mr. [redacted].   That said, Mr. [redacted] has been in contact with a supervisor at Angie’s List.  The supervisor explained that leaving a review was the best opportunity for the Mr. [redacted] to provide his feedback regarding the work performed by the company.  We are certainly appreciative of the review and feedback provided by Mr. [redacted].  Companies that offer eCommerce deals on the Angie’s List website do not work for Angie’s List.  Angie’s List does not instruct the company on how they run their business.  The company is responsible for the quality of work and experience provided to members.  The company has also received payment for the purchase Mr. [redacted] made through Angie’s List.  At this time, Mr. [redacted]’s complaint is with [redacted].   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. We are very sorry for the frustration and trouble Mr. [redacted] has had to deal with.   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

Ms. [redacted] has been in on-going communication with Angie's List representatives discussing her advertising concerns, as well as her complaint with the Revdex.com. In the course of this communication, we have determined that we will waive the cancellation fee. This was relayed to Ms. [redacted] yesterday, and a refund is being issued in the amount of $6$5.91. Thanks again for the opportunity to respond to this complaint Please let me know if we can provide any further information. Kind regards, Anna L[redacted] Angie's List 1030 E. Washington St. Indianapolis, IN 46202 317-803-9213 1-866-625-5478 ext 79213 annaliaangieslistcom

February 10, 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.  On November 25, 2014, Ms. [redacted] agreed to advertise with Angie’s List for one year per the attached agreement.   Though you may notice she did not sign the paper contract, Ms. [redacted] did agree to the terms electronically on 11/25/2014. 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 cancellation fee. That information is found under the terms and conditions on their advertising agreement. Upon receipt of this complaint, we listened to the recordings of phone calls that Ms. [redacted] had with her advertising representative to initiate this advertising contract.  Ms. [redacted] was interested in advertising, so the process moved forward. The only urgency was related to several areas she was interested in being nearly sold out. We limit the number of advertisers per area, and providers sometimes are unable to run ads in zones they would like to because the zones are at capacity. During the sales process, the cancellation terms and fee were explained in detail. Because Ms. [redacted] agreed to the terms of the attached contract, she is liable for the rest of the contract, as agreed to. If Ms. [redacted] would like to make updates to her advertising or request tocancel it, she must contact her account manager directly to make any changes.   In short, I sincerely apologize if we failed to deliver to the extent of Ms. [redacted]’s expectations. We did, however, deliver to the extent of the existing contract. Angie’s List and [redacted] INC have a binding agreement, and just as we have acted in accordance with our obligations, so must Ms. [redacted].      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

May 9, 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.   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.  I apologize if Mr. [redacted] somehow missed this email notification.  Mr. [redacted] also paid using PayPal.  PayPal notifies each member by email of every transaction that takes place with their account.   Mr. [redacted] initially joined Angie’s List on 5/6/2016. Mr. [redacted] agreed to automatic renewal on his account when he joined.  His membership also informs him that his account will be automatically renewed on the date that ends his current term.  I was unable to locate any communication by phone, chat, or email from Mr. [redacted] to Angie’s List since becoming a member.  This would result in his account remaining on automatic renewal.   Since Mr. [redacted] has contacted Angie’s List through the Revdex.com to request the cancellation and refund of his recent automatic renewal within 30 days of the renewal, I have processed his request.  I have issued a refund of $29.99 back to Mr. [redacted]’ PayPal account.    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

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 4/22/2017 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 are issuing a refund for the early termination fee in the amount of $986.58.    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

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.
Mr. B[redacted] indicates that I had no other recourse but to contact the Revdex.com, however I DID contact Angie's List (Jenat H[redacted]) on multiple occasions to request a waiver for the 35% cancellation fee for the very same reasons I expressed in my Revdex.com complaint prior to contacting the Revdex.com.  Jenat was not able to provide said waiver, leaving me no other option but to file said complaint.Regarding the actual remaining balance, it still shows that I owe the 35% cancellation fee per my latest invoice from Angie's List.  Unfortunately, until I receive an updated invoice with the correct account balance I am unable to accept the current response from Mr. B[redacted].  I do accept the need to honor the 2 payments I made prior to my cancellation request, however I do need an updated invoice showing that the 35% fee has been waived/removed from my account.
Regards,
[redacted]