Angie's List, LLC

October
31, 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 tell our...

side of the story regarding complaints filed against our company.
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 content
is 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 submitting
a 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.  Additionally, we allow each service provider
to respond to any reports they receive. The service provider that Ms. [redacted]
reviewed, [redacted], has posted a response to her report to share their
side of the story.
Angie’s List does not act in the capacity of
judge or jury. Rather, we are a conduit through which information is allowed to
pass. Thus, the court of public opinion is able to decide which argument has
merit. We are not in a position to determine who is right and who is wrong, as
we were not involved when the interaction took place. We do not remove reviews
at the request of service providers, and we do not remove provider responses at
the request of members. If Ms. [redacted] ever determines that she would like to
remove her review from the website, the correlating response would also be removed.
I apologize that the response posted by
[redacted] are distressing to Ms. [redacted]. I find it regrettable that Ms.
[redacted] was left feeling no other recourse than contacting the Revdex.com. However, I
believe that Angie’s List has followed appropriate procedures meant to ensure
we stay as neutral as possible.
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
[redacted]
Angie’s
List

July 21, 2017 Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted], Thank you for bringing this complaint response rejection to our attention.  Angie’s List allows companies to offer eCommerce through our platform when a company has been properly vetted by Angie’s List member reviews.  The members rate the provider, which makes them eligible to participate in the eCommerce program.  All member purchases of eCommerce offers are with the company directly.  Angie’s List offers the Service Quality Guarantee, which as previously mentioned was explained to Mr. [redacted] when he joined Angie’s List.  Mr. [redacted]’s membership does not qualify for the Service Quality Guarantee.  Angie’s List offered Mr. [redacted] the opportunity to upgrade his membership to take advantage of the Complaint Resolution Process.  Mr. [redacted] decided not to sign up for a membership that offered the protection of the Service Quality Guarantee.  Mr. [redacted] declined to upgrade his membership for the additional assistance that Angie’s List can offer through the Complaint Resolution Process.  Mr. [redacted]’s complaint is with [redacted], as they are responsible for the quality of work they have performed for 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

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. Before I consider it satisfactory I want something in writing showing that I have a $0 balance owed to your company  thanks 
Regards,
[redacted]

Revdex.com:
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.The company "response" was the following:"Angie's List has been working with this customer to offer solutions to use their $599 deal with the company that has been paid to perform the work.  The customer's $599 is with the company that has been paid to complete the work at this time.  Angie's List is happy to continue to offer to work with the customer and company to get the work scheduled and completed."First of all, the use of the word "solutions" is a bold-faced lie.  There has been only ONE SOLUTION offered- and that was to contact the contractor and "help" schedule the work, which completely ignores the basis of the complaint in the first place.  The contractor has always been reachable and somewhat prompt in his replies to me, both via e-mail and via phone call.  The issue that Angie's List doesn't seem to have a solution- or at a minimum- a basic comprehension of- is that the contractor is too busy to do the work... has cancelled/no-showed three appointments... has indicated that he can't perform the work on cold days (and given I live in NEW ENGLAND, it's unlikely we will get warm weather until March or April)...  and has agreed that the best course of action is to cancel the deal and refund the money.  The so-called "offer to work with the customer and company to get the work scheduled and completed" is ridiculous.  What is the plan... To continually call and harass the electrician who has already said he is too busy and endlessly bug him until he grudgingly is able to come to my house and perform electrical work.  Would any sane homeowner want someone installing electrical wires and drilling holes in the exterior of their home to install lighting knowing that the person doing so was irritated and interested only in "mailing it in" to get Angie's List off his back?  No sane person would do that, especially given the fact that both the contractor and I are in agreement that it is mutually beneficial to cancel the "deal".  I - yet again- reiterate my request for a refund. 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]

August 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 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 she may have experienced in corresponding with our Member Services Department by email.  I can confirm that the Member Services Department has responded to every email that was received from Ms. [redacted].  Response dates include: 6/22/2016, 6/23/2016, 6/25/2016, 6/27/2016, 6/28/2016, 7/1/2016, 7/2/2016, 7/4/2016, 7/12/2016, 7/19/2016, 7/22/2016, 7/27/2016, 8/2/2016, and 8/8/2016.   We recently began transitioning our website to a new platform, and some older information has taken a while to be migrated over.  The email questions Ms. [redacted] sent to Angie’s List were regarding her reviews. I have had a General Operations Supervisor, Jesse [redacted], reach out to Ms. [redacted] and provide her with the answers she asked for.  He has followed up with her to attempt to make sure she is not still waiting for more 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.  If Ms. [redacted] needs any additional help, she has Jesse [redacted]’ direct contact information and he would be happy to assist her.   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

July 2, 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 any frustration regarding our auto renewal program. This 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 Mr. [redacted] used to sign up for a membership through our website in June of 2013: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.  Mr. [redacted] contacted us via chat on 6/30/15 requesting cancellation of his membership.  This is the first time we have received any communication from Mr. [redacted] since his membership began in 2013.  He was refunded $12 following that chat conversation for his most recent renewal, which took place in June of 2015.  In light of Mr. [redacted] not making searches during the 2014-2015 year of his membership, and his statement that he canceled in the past, we will make an exception.  Unfortunately, we could not find record of this cancellation request.  As a courtesy, we have refunded the additional $12, charged in June of 2014, as Mr. [redacted] has requested.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.  [redacted]Angie’s List

December 18, 2015Re: 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 the delay in my response.I’d like to start by offering a...

sincere apology to [redacted] for the frustration this process has caused. We are currently working to fully respond to this matter.  I apologize for the additional delay, but we are aware of the complaint and are gathering information to resolve the situation. 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 [email protected]

April 10, 2015   Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [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 this has caused. Mr. [redacted] has already been in contact with a supervisor at Angie’s List today and all of his concerns were addressed and handled.  The recent membership charge was refunded and a check is being issued to cover all overdraft fees. I find it regrettable that we have failed Mr. [redacted]. We strive to provide top-notch service to our members. Again, we sincerely apologize for the frustration this has caused.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Mindy O[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.
I would like a guarantee in writing that they will reimburse my payments for April and May if we do not begin getting a return on this investment.  I also would like them to written confirmation that I will not be responsible for paying a 35% cancellation fee if I decide to terminate service due to a lack of estimates generated.  
Regards,
[redacted]

July 7, 2016       Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our...

side of the story regarding complaints filed against our company.   I’d like to start by offering a sincere apology to Ms. [redacted] for any confusion regarding her membership.   At the time Ms. [redacted] signed up for her membership, Angie’s List was a full paid subscription service. We did not offer trial or guest memberships. 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. As of June 30th, 2016, Angie’s List refunded Ms. [redacted] the $9.99 her membership was automatically renewed for and her membership is cancelled. Should Ms. [redacted] have any questions regarding her membership transactions, she can feel free to reach out to us directly and we will be happy to assist.   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 do offer a free membership option if she only occasionally needs to look up information on providers.     Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.        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. 
Regards,
[redacted]

Revdex.com:I don't even know who my business rep is. I've never heard from them. I've called Angie's List 3 times and emailed them 3 times as well in billing to no avail. I don't know what she reviewed but I wasn't made aware of any contract and I certainly didn't have any intention of entering into a contract. If Angie's List had returned fair value to us as promised I'd be glad to continue paying them but since we have received 0 dollars in return on our 1683.00 investment I'm not continuing the service. This assertion of a contract is erroneous, false advertising and as a company officer I'd say it's a poor business practice. I'm not happy with anything dealing with Angie's list. I am demanding that we be able to sever ties with them. Our company has a strict policy on advertising. We don't do contracts. We will pay an upfront load fee if necessary but if we're not getting ROI that covers the cost then we discontinue that advertising medium. Anything to the contrary isn't allowed under board policy.  This is one of the reasons we were willing to try Angie's List. Also, I find the letter and the email that I received to be mildly unprofessional. I have to deal with customer retention. We offer a 100% satisfaction guarantee and we want our customers to receive fair value from us. We will even refund money if for some reason they haven't received fair value. I find it absurd that Angie's list wants me to pay 19,200.00 to receive nothing. We tried it, we ate the loss of 1683.00. I hate it didn't work out. I hope that Angies list will agree that this is not a good business relationship and that we can sever ties amicably and immediately. They don't even have a signed contract. Respectfully, [redacted]
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

June 1, 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 and miscommunication he has experienced.While our memberships do default to an automatic renewal, all annual memberships come with a satisfaction guarantee.  Not only should Mr. [redacted] have been able to receive his membership refund upon request the day of his renewal, he could request that refund at any point during the next year.  It seems apparent that this policy was not made clear to Mr. [redacted] by the agent he chatted with online.  I have followed up personally with that agent’s supervisor so that we could address this issue directly.  I thank Mr. [redacted] for bringing this error to our attention.I have refunded the full membership fee of $18.34 to Mr. [redacted]’s PayPal account this morning.  In addition, as an apology for any misinformation or confusion, I have left his account set up so that he can use the membership for the next year free of charge.  The membership is set up to expire out at the end of the term.  If Mr. [redacted] would like to rejoin our service at that point, I would welcome him to contact us via phone or email to be sure to set his billing preferences to his liking. I find it regrettable that we have failed Mr. [redacted]. We strive to provide top-notch service to our members. Again, we sincerely apologize for the frustration this has 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is not a resolution at all. Angies's List has sent us to collections for an erroneous amount.Our position is that Angies List failed to meet the terms of the advertising agreement. The agreement states a list of keywords which we were promised top search results for. Our business never in a top position for these keywords after repeated tests. The agreement also requires Angies List to have account representatives assigned to our account that would address concerns in a timely manner, multiple times we were unable to get a response at all from account representatives and other times it would take 2 weeks to get a response, which was usually a two line email that never addressed the problem. For example, we requested multiple times with 3 different representatives to get a receipt for our January payment, we have still to this day never been provided the receipt.Angies List not only failed to provide the customer service outlined in the agreement, but they also failed to provide the top placement for keyword searches, which was the basis for this entire advertising campaign. In short, Angies List failed to provide the majority of services we were paying to provide.Since canceling, they have also been extremely aggressive with collecting these erroneous charges. They started by immediatly reporting us to collections, before attempting any arbitration or even returning my phone calls. They also used a backdoor method to charge our AMEX card after we told them not to charge and informed AMEX to block their charge. Furthermore, they sent us to collections for the same amount that they successfully charged to AMEX.We feel scammed, they sold us on top placement in their directory which they never delivered, they have charged us almost $2000 more than the contracted amount and have sent us to collections over money that they already charged to our AMEX and still to this day refuse to return my phone calls. This is in no way resolved.Regards,[redacted]

November 22, 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 3/23/2016, Mr. [redacted] started to advertise with Angie’s List for one year per an electronically signed agreement in the St. Louis market.  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 or issues with the website, Angie’s List will consider Mr. [redacted]’s contract to be terminated and have also agreed to waive the 35% early termination fee. Mr. [redacted] has already received a substantial refund of the funds he has paid toward his contract.  At this time, Mr. [redacted] has only paid for the services that were rendered for advertising in the St. Louis market, which ran without issue and provided great exposure for Mr. [redacted]’s company.   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

May 19, 2015   Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted],  Thankyou for bringing this complaint to our attention. We appreciate the opportunity to respond to complaints against our company....

 On 12/30/2014, Mr. [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 balanceof the agreement.   The outstanding balance owed in the amount of $727.76 is for services rendered.  Their ad ran for three months in both our printed magazine and on our website.   Due to any confusion regardingthe web advertisement, this provider was already granted a waiver of the cancelation fee and also 2 months of their web ad.  This was explained to the provider prior to their Revdex.com complaint.     Regarding their print ad, the magazine does go to the entire Milwaukee market.  Our sales team was very clear about the zones and how many members they would be reaching via web and print.  The zones were all listed out in the emails that Ms. [redacted] received.   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 existing contract.  Once their amount owed is paid in full, they will again be reinstated and available in category searches on 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,    Mindy O[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.
I first wanted to apologize to Mr. [redacted] for any frustration he has experienced while attempting to cancel his advertisement.
On 8/26/2015, a representative of [redacted] electronically agreed to advertise with Angie’s List for one year per the 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 early termination fee of 35% of the remaining balance of the agreement. We have no way of confirming or denying whether Mr. [redacted] signed this agreement himself or whether another party forged the signature. If such an event happened, Mr. [redacted] would need to pursue that party as responsible for the agreement being signed.
We have reviewed our sales process and customer service interactions and have determined that Mr. [redacted]’s advertisement was running as he agreed per the attachment, and this payment was due for services rendered. We did see where Mr. [redacted] first requested to cancel this agreement on January 27th of 2016. As such, we will consider the contract cancelled as of that date. Based on Mr. [redacted]’s payments past this point, we would ordinarily be refunding him for some of this additional payment. We can proceed with a refund once any disputes on the charges have concluded.
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, and have cancelled the contract effective the first time we could find record of a request to cancel.
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

December 13, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding...

complaints filed against our company.    I’d like to start by offering a sincere apology to Mr. [redacted] for any 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.   Mr. [redacted] joined Angie’s List on 11/5/2014 and has used his membership regularly up through mid-July of 2015.  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.  Mr. [redacted] emailed Angie’s List on 12/9/2016 to request the cancellation of his membership.  Mr. [redacted]’s cancellation request was in queue to be addressed when he contacted the Revdex.com.  I have personally pulled Mr. [redacted]’s request for cancellation and responded.    With that being said, I have refunded Mr. [redacted]’s membership, in the amount of $9.99, cancelling his membership effective immediately and sent Mr. [redacted] an email notification of his cancellation.   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 the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They called me and they told me that no refund will be issued and that no cancellation fees will be waived. I would have compromised with the cancellation fees being waived but they refuse.They ignore the fact that they sold me a feature as part of their advertising package which later on removed and expected me to remain active on the agreement.You have no right, after signing up for your service, to take away one of the main features. Every time a company acts this way, should ask the customer to re-sign the contract with the newly updated terms and conditions and leave them with a choice of either canceling or re-entering the new agreement.If you think you can get away with this, you are wrong. I will now file a complaint against your business to the Federal Trade Commission and will report such erroneous way to conduct business. To any business or consumer out there, beware of Angie's List (soon merging with Home Advisor as informed by them), do not enter agreements that in their mindset, are unbreakable.I will not pay your cancellation fees until the cows come home and for ever! Thank you and I do not accept your fake apologies.