Angie's List, LLC

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 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], 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.
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]

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 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

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

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

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

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

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]

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

April 11, 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. I apologize for the delay in my response.   We certainly take Mr. [redacted] and his concerns very seriously, and are working directly with him to resolve any and all concerns.  Some of the issues Mr. [redacted] expressed frustration with in his complaint are policy and legal issues that we are not able to modify.  However, we value Mr. [redacted]’s business, and we are doing what we can to find mutually acceptable solutions.  At this point, it seems that we will be able to find a suitable agreement with Mr. [redacted] that will allow him to continue working with us at Angie’s List.   In short, I sincerely apologize that this customer has been disappointed with their experience with Angie’s List. We hope that we can avoid any frustration as we continue to work together.   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 would like to add that they did refund my money.
Regards,
[redacted]

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

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

September 12, 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 9/1/2016, 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 or miscommunication during the sales process, Angie’s List will consider Mr. [redacted]’s contract to be terminated effective the first time Mr. [redacted] expressed a desire to cancel his advertisements.  Mr. [redacted]’s ads ran for 1 month in the Angie’s List Publication and 8 days on AngiesList.com.  Angie’s List also agreed to waive the 35% early termination fee.  Since Mr. [redacted] had paid for some of his advertising, but did not receive services for the full amount he paid to Angie’s List, Angie’s List has issued a refund for an amount totaling $520. These funds were returned to the credit card Mr. [redacted] has on file with Angie’s List.   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

December 5, 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 unsatisfactory responses.   As previously stated, Angie’s List has already made concessions for any frustrations Mr. [redacted] has experienced, including a substantial partial refund and waived early termination fee.  At this time, Angie’s List will not offer any further concessions for this complaint.   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

September 15, 2015Indianapolis 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.  We have reached out to Mr. [redacted] directly to help him find a different deal to help fulfill his needs.  We have not heard a response from Mr. [redacted], but he retains the $299 credit to use on a deal in any category of service needs. In the future, in case of any scheduling or other problems, we ask that Mr. [redacted] contact us within 30 days so that we can correct any issues and refund the purchase if the need arises.  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

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.