Angie's List, LLC

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They never did respond.  Can they provide proof?
Regards,
[redacted]

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 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 all the frustration she experienced.  It looks like Ms. [redacted] signed up in October of last year to look into providers.  The monthly membership she opted for online does default to autorenewal.  However, we employ customer-friendly refund policies for situations such as this. Though Ms. [redacted] only mentioned $7.50 as the disputed charge in this complaint, it does not appear that she has logged into her membership since November, so I have refunded the charges from December through February, totaling $11.25 being returned to Ms. [redacted]’s card. Though Ms. [redacted] wrote to us on 2/14 and asked to cancel her account, we did not receive any prior phone or email correspondence from her.  I apologize for this oversight, and wonder if perhaps Ms. [redacted] wrote in from an address we didn’t recognize?  Even in that case, we should have responded making it clear that we could not locate her account.  Regardless, I apologize for the frustration. In particular, I am sorry that Ms. [redacted] felt the only way of receiving a refund for her unused period of membership was by contacting the Revdex.com.  All customer service representatives at Angie’s List have the ability to cancel memberships and offer refunds on memberships that have not been used recently.  We strive to provide top-notch service to our members. Again, we sincerely apologize for any frustration this caused.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Jesse [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 although I do know that Angie's List makes repeated promises regarding Lead Generation and their ability to qualify and provide leads that are substantiated.  That has never been the case for our business, a leader in the industry in our area. Over promise under deliver. Bad business practice.   
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.
They are leaving the "F" on our account and they didn't get a response back from the member. This is not right. WE don't know her, we have never done any work for her nor was she in any of our records of calling our business. AL wrote see below " The member did not respond if the review was for the correct company or not" This is not acceptable business practice. This is not resolved. "We did reach out to the member in question.  The member did not respond to indicate if the review was for the correct company or not.  Our policy, as a passive conduit, is to leave the review on the company the member initially stated they had an interaction." 
Regards,
[redacted]

June 2, 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 frustration or confusion regarding his membership.   Angie’s List specializes in locating local service providers who specialize in residential services.  Angie’s List advertises that we will help you find a local provider for services on or in your home.  Angie’s List does not promote or support commercial services at this time.    Currently, Angie’s List does not offer refunds for purchased memberships, except in specific one-off situations.  I would like to apologize to Mr. [redacted] that this was not recognized during his recent chat with a representative.  If a service provider signs up for a membership and is looking for commercial services or attempting to list their business on Angie’s List, a refund would be granted.  Since Mr. [redacted] paid with PayPal, he received a 20% on the $99.99 membership and was only charged $79.99.  At this time, I have issued a refund for the $79.99 charged to Mr. [redacted]’s PayPal account.    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

June 8, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted],Thank you for bringing this updated complaint to our attention. We again appreciate the opportunity to respond to complaints against our company.I can understand Mr. [redacted]’s frustration in dealing with a review from a member that he does not recognize. I also noticed that this same member left him a review over a year ago, but Mr. [redacted] did not bring this to our attention at the time. As we never received a response from our member, and in light of the long distance between Mr. [redacted]’s service area and the member’s address, we have temporarily deleted both reviews left by this member.  If the member were to respond to Angie’s List and let us know where they intended their review, we would post it in the correct place, after confirming whether the second review was intended instead as an update to the original review.I find it regrettable that we left Mr. [redacted] feeling no other recourse than to complain to the Revdex.com.  I thank Mr. [redacted] for his patience, as we do not delete reviews while the reconfirmation process is still going on; however, when the process comes to a close, we will sometimes remove reviews due to strong indications that the member is in error.  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

October 27, 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.  It seems that [redacted] has been receiving emails from us even after unsubscribing from all correspondence. It appears that there must have been a glitch preventing her unsubscribe request from being fully processed.  I have globally unsubscribed her from all emails.  I apologize about this glitch causing the unsubscribe process to be frustrating and difficult.  I am especially sorry that [redacted]s frustrations caused her to lose faith in our company and cancel her membership.  I would be happy to offer her a free membership (leaving the total unsubscribe intact).  If she had any other feedback, I would love to personally work on this issue for her.  Please share my email address with her.Thanks again for the opportunity to respond to this complaint.  Please let me know if you need anything further.Kind Regards,Jesse [redacted]Angie’s List

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 give our side of the story regarding complaints filed against our...

company.  I’d like to start by offering a sincere apology to Mr. [redacted] for the frustration this process has caused. Mr. [redacted] is correct that he accidentally purchased two copies of an offer from the company [redacted] on May 5, 2015.  Due to a computer error, these offers were not correctly posted on our customer service software. I apologize, as it seems that we misunderstood Mr. [redacted]’s requests.  We understood that the duplicate copy of the offer was a mistake, and refunded that on 5/19.  However, we had not realized that Mr. [redacted]’s need for a cleaning service was so immediate due to his upcoming move.  As a result, we were working with our IT department to correct our computer glitch so that the provider would be aware of the purchase, rather than simply processing the refund.  As of this morning, we have refunded the second copy of the offer.  At this point, two separate refunds for $219.00 apiece have been processed, and within a few business days this should be reflected on Mr. [redacted]’s bank statement.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.  In this case, it seems we dropped the ball in terms of recovering from a computer issue in a timely manner.  As a small token of our apologies, I have refunded Mr. [redacted] in full for his most recent membership renewal.  He will retain access to the List until his next renewal date, February 22, 2016.  This refund, as well, should show up on his bank statement within two to three business days.  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

May 4, 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 give our side of the story regarding complaints filed against...

our company.  I apologize for my delay in responding to the Revdex.com about this complaint. I’d like to start by offering a sincere apology to Ms. [redacted] for the frustration she mentions in her complaint. As Ms. [redacted] mentioned, she purchased an offer from the company Walker Boy Landscaping LLC on April 20th, 2015.  Though we are proud of our industry-leading Service Quality Guarantee, it does only apply to purchases made on or after October 19th, 2016.  As such, Ms. [redacted] purchase was several months outside the qualifying period. That said, I do want to assist Ms. [redacted] with her purchase, and have reached out to her personally to offer my assistance.  I have called and emailed her but have not yet received a response.  I am happy to work with her to find a mutually satisfactory solution to her problem. 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. We are very sorry for the frustration and trouble Ms. [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 [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.We request they remove the profile regarding our company further more they keep calling our attorney attempting scare tacticsRegards,[redacted]

July 8, 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 9/11/2014, Mr. [redacted] agreed to advertise with Angie’s List for one year per the attached agreement.  You will notice that the agreement is not signed, but Mr. [redacted] electronically accepted the agreement on 9/11/2014 at 10:43 AM EST.  On 12/9/2014, [redacted] agreed to another advertisement per the second attached agreement.  Before Angie’s List will publish an advertisement, we require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these services. Each contract includes a standard cancellation fee. That fee is 35% of the remaining balance of the agreement.  Yesterday, 7/7/2015, was the first time Mr. [redacted] expressed interest in cancelling the agreement, and the ad was cancelled the same day.  In terms of removing [redacted] from Angie’s List, it is important to understand that Angie’s List is a consumer forum. The company listings on our website are supplied largely by our consumer members.  Because consumers add service providers to the list, we do not remove businesses from the list, as this would stifle the consumer’s right to review. While we do not honor requests to remove a provider from the List, we do withhold unwilling participants from Category and Keyword searches.  If Mr. [redacted] would like this change made to their company profile, we would be happy to accommodate them upon request. We are not willing, however, to remove the business from the list completely, even if they do not want to participate. In short, I sincerely apologize if we failed to deliver to the extent of Mr. [redacted]’s expectations. We did, however, deliver to the extent of our contract. Angie’s List and [redacted] had a binding agreement, and just as we have acted in accordance with our obligations, so must Mr. [redacted]. Their late payments for services rendered and the early termination fee for their contract are still owed to Angie’s List at this point, so we cannot guarantee that we will not continue seeking these.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]. They have refunded my money and canceled the membership. I do not agree with everything they said but I got what I needed to make it right.
Regards,
[redacted]

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.

March 10, 2016
Indianapolis Revdex.com
22 E. Washington Street
Indianapolis, IN 46202
Attn. [redacted]
[redacted] [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 [redacted] for all the frustration she experienced.
It looks like [redacted] signed up in February of 2013 to look into providers. The annual membership she opted for online does default to autorenewal. However, we employ customer-friendly refund policies for situations such as this. Though [redacted] did briefly use her membership during 2014 and 2015, I have refunded the charges from 2015, totaling $35.00 being returned to [redacted]’s card.
I have followed up personally with [redacted] to apologize that our autorenewal surprised her and offer her a free membership to use during upcoming projects. She did not want to continue working with our company after this poor experience, which I regret, and which we will take as an opportunity to learn and grow as a company.
We strive to provide top-notch service to our members. Again, we sincerely apologize for any frustration this caused.

Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.
Jesse [redacted] Angie’s List

November 14, 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 8/2/2016, 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.    In light of any frustration experienced with customer service, Angie’s List will consider Mr. [redacted]’s contract to be terminated as of 11/1/2016.  We are currently in the process of cancelling his contract and are removing Mr. [redacted]’s company from our web and call center advertisements.  We have also agreed to waive the 35% early termination fee.   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

February 21, 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.   Angie’s List would like to thank Mr. [redacted] for the additional information he provided in his response.  After further review of Mr. [redacted]’s advertising contract, it became apparent that Mr. [redacted] was also running a 2/3 page advertisement in the Angie’s List monthly magazine.  It is for this advertisement that Mr. [redacted] is being invoiced.  I have attached a copy of Mr. [redacted]’s most recent invoice.  Mr. [redacted] requested to cancel his advertisement after the deadline had passed for the monthly magazine, which resulted in Mr. [redacted] being billed for the advertisement that ran in the monthly magazine.   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.   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 response/resolution is satisfactory to me. 
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 January 7, 2016, authorizing an early termination fee of 35% of the total contract value, we have decided to honor Ms. [redacted]’s requests by waiving this early termination fee.  Though we would have preferred to continue working with [redacted] as an advertiser on Angie’s List, we agree that during the sales process, we were not as clear as we could have been, and can understand Ms. [redacted]’s confusion.  We are refunding Ms. [redacted]’s initial payment and considering the contract cancelled with no early termination fee in this case. In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We did want to work with Ms. [redacted]’s company to help resolve any issues and reasons for cancellation, but we will waive the early termination fee since Ms. [redacted] has made it clear she is not currently interested in advertising. 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 find that this resolution would be satisfactory to me. I would like to add that they did refund my money.
Regards,
[redacted]

February 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 Ms. [redacted] for the difficulties in pursuit of her Big Deal refund. According to our records, Ms. [redacted] contacted us on 1/28/2017 to ask for a refund of her purchase, which was made on 12/1/2016. All Angie’s List eCommerce purchases have a 30 Day Refund Guarantee.  All members must request a refund within 30 days of purchase.   I have reviewed Ms. [redacted]’s specific refund request and deemed that an exception can be granted due to the scheduling and communication issues Ms. [redacted] experienced with the service provider.  I have processed Ms. [redacted]’s refund at this time and sent her a follow up email to confirm this information.   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