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 response/resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

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

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 response/resolution is satisfactory to me. 
Regards,
[redacted]

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

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 still wish to cancel and accept the terms of no penalty fee that was offered. Thank you!
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.
Attached are screenshots of the jobs that I have missed. The reason I missed the jobs is because, without my knowledge and authorization, angies list debited my account. I have never gave them any authorization to take the early termination fee out of my account nor did I say I wanted to cancel. If in fact I said I wanted to cancel in a month, then why was my account debited a week after I talked to the. This whole time dealing with them makes no sense to me. 
Regards,
[redacted]

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]

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 have had auto-renewal turned off and they continue to reinstate it without my permission.  I have ended my membership in the past and started it anew, rather than their suggestion that I was a continuous paid member.The claim by Angie's List that I was informed of the changes are untrue.  How do they justify automatically upgrading a membership because they change their model?  The proper and moral thing to do would be to change it to a non-paid membership and allow the customer to upgrade when and IF they want.                
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.Much of what was detailed in the response is factually incorrect. I contacted Angie's List in November not about a keyword search, but rather that we were not appearing correctly in *category* searches. In addition, it was not made clear by the sales representative that our placement would be limited to category searches, and that keyword searches would be additional; this is why Danielle and Stephanie took the (helpful) step of adding keyword searches, and they raised an IT ticket to address the search problem. On January 13th, one of our customers within the Boston metro area commented that they found us through Angie's List. When we inquired about our placement, they informed us that we did not appear as a certified provider, nor could they see the discount coupon. Further investigation uncovered that the IT problem had *not* been resolved, and the keyword searches were not appearing correctly. I reached back out to Stephanie to address this, and when I had no response I put a dispute on the credit card. I've pasted below the email I sent to Stephanie and Chris H[redacted] (Angie's List Collections) detailing the timeline and the actions. I am more than happy to provide the email trail(s) if you would like. I am *not* willing to pay for November and December per the response from Angie's List - we simply did not receive the service we contracted for. In addition, (with the exception of Stephanie and Chris) nearly every contact person within Angie's List has been rude and/or dismissive. This is not the service I would have expected from them, and if one of my own customers received such service I would be working with them to resolve the issue. This has not happened. To resolve the issue, I am willing to pay for January ($120), and I would like us reinstated to our normal (pre-contracting) appearance on Angie's List. If this is amenable, I will call Chris and pay that amount. Regards,
[redacted] From: [redacted] Sent: Monday, February 13, 2017 2:56 PM To: Chris H[redacted] <chris.h[redacted]@angieslist.com>; Stephanie T[redacted] <[email protected]> Cc: [redacted] <[redacted]> Subject: RE: Urgent....need your attention immediately! SPID [redacted] Importance: High Chris, Stephanie,  I'm still receiving emails threatening collection, so I'm letting you know I've escalated this to the Revdex.com. Just to give you an outline of what I detailed (and why I'm so frustrated): -          Back in August, I was in conversations with Vanessa H[redacted] about purchasing advertising with Angie's. We arrived at a price ($140/month for advertising and a spot in the magazine) but, when the documents were sent for me to sign, the price was suddenly inflated to $2,500. Upon inquiry, Vanessa said this was due to a mistake on her part. However, this certainly raised some red flags and felt a bit disingenuous, as had I not read the document (and simply e-signed), I would have been on the hook for a new, greatly-inflated contract. (email attached) -          Despite this, I moved ahead with the lower pricing. Danielle reached out to me, and we began discussions about how to optimize how we appeared in customer searches. When I did some trial searches, we did not appear as a certified provider. Danielle became quite defensive (rude, actually) and accused me of not searching properly and that the issue was on my end. I sent her screenshots of my results, but this did not seem to help move the ball forward. She then informed me that we would only be shown as “certified” if the person searching used the correct category search, which is something I specifically asked Vanessa about prior to signing the contract. Once again, it feels like the goalposts were moved. In addition, when using your own category searches, we *still* did not appear as a certified provider.  -          At this point (around November 22nd), I asked for Danielle’s manager (Stephanie) to get involved. I outlined the issue for Stephanie, and she recognized the problem and raised an IT ticket. In addition, she helpfully offered to add additional search keywords. She said it might take a few days to get the IT issue resolved, but that we should appear correctly in searches once this was resolved. In the coming week, we did have a few people contact us through Angie’s, so I assumed this issue was resolved.  -          Fast-forward to January 13th. I heard from one of my customers in Belmont that they could not see the discount offer we had online. Upon digging a little further, they said we were not appearing as a certified provider, either. I had a few friends in Winchester and Malden test this as well, and they also confirmed that we were not appearing as a certified provider. When I did my own searching, I also found that we were not appearing as a certified provider using the keywords I supplied Stephanie, and the IT issue had not been resolved. At this point, I called/emailed Stephanie; when I did not get a quick response, I disputed the charges on my credit card. Stephanie did call back about 4 days later to let me know that she raised the IT ticket again for the search issue, and that the keywords had been resolved.  I am extremely frustrated as I feel the goalposts have been moved/changed a number of times, and I feel like Angie’s List is trying to take advantage of me *post* my signing of the contract. I do not feel that I’ve received the advertising exposure that I contracted for, certainly not in November/December/January. To put this in a different light, if I did not fully deliver for one of my customers, I would not still demand full payment – to do so would be unethical. As such, I see one of two ways of resolving this:-          As I’ve mentioned to Chris, provided the IT issues are fixed and the keywords are reinstated, I am happy to finish out the remainder of the contract at $140/month. However, I am absolutely *not* willing to pay for November/December. -          We simply part ways. As I’ve stated a few times, I am absolutely *not* willing to pay the early termination fee, as I would be terminating the contract for an issue on *your* end.  Please let me know that you have received this email and how you would like to proceed. As I mentioned, I raised this with the Revdex.com and they will be in contact as well.  Regards[redacted]

October 9, 2015Re: Complaint Case # [redacted] Thank you for bringing this complaint to our attention. We appreciate the opportunity to respond to complaints against our company. On 4/1/2015, [redacted] 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.  Regardless, [redacted] has been in contact with Angie’s List for several months expressing his frustrations with our processes.  As [redacted] advertised with us in the past, it seems unlikely that he misunderstood how member reviews work.  We did look back through the sales process, and did not find that there was any misleading or confusing commentary on our end. [redacted] agreed to pay the early termination fee for ending the contract early, and this has been charged with his permission to the card we had on file.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 our contract. Angie’s List and [redacted] had a binding agreement, and just as we have acted in accordance with our obligations, so must [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 [redacted]Angie’s List

February 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 tell our side of the story.As you may know, 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 contentis wholly supplied by our consumer members.  Because other consumers rely on the statements made by each member, we require each and every member to sign the following statement before submittinga report:* I confirm that the information contained in this Service Evaluation Form (i) is true and accurate and (ii) represents my actual first-hand experience, or experience which I am authorized to discuss.  I acknowledge and understand my responsibilities under the Angie's List Membership Agreement, and that Angie's List is relying upon the accuracy of the information in order to serve other members.  I confirm that I do not work for, am not in competition with, and am not in any way related to the service provider in this review. 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 not remove reports at the request of service providers.  Rather, we allow each service provider to respond to any reports they receive, as Mr. [redacted] did to the review in question.   We do have processes in place if a service provider notifies us that he/she does not recognize the name/address of a member associated with a review on their company.  We will reach out to the member thatsubmitted the review in an attempt to again confirm that review at the request of the service provider.   Mr. [redacted] did contact Angie’s List stating that the review in question was not posted by a customer of theirs.  At that time, at his request, we did initiate the reconfirmation process and reached out to the member.  To date, we have not heard back from the member.  If we do not hear back from a member, the review will remain posted.  Upon receipt of this complaint, we have again initiated the reconfirmation process to contact the member at the provider’s request.  I find it regrettable that we left Mr. [redacted] feeling no other recourse than to complain to the Revdex.com.  However, Angie’s List is operating under our standard guidelines.   Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information. Kind regards, Anna L[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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  I was not aware that Angie's list had charged me twice for the same service. It was their error not mine. I will not use Angie's list again until the $35 is refunded. Further I will certainly use word-of-mouth. Finally, the tech that came out to replace my ceiling fan not only left in a huff, the job unfinished - he was rude, threatening (invading my personal space in an angry state) and he broke the globe on the ceiling fan he removed. Very poor vetting. Poor service. Poor reaction. Poor customer good will.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

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]

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 really appreciate your help in this matter, and very much appreciate Angie's List giving me a refund.  
Regards,
[redacted]