Angie's List, LLC

Hello,
In an on-going effort to resolve this complaint, we again contacted the reporting member, Charles Maue, using the information on file fo his Angie's List membership. Yesterday, we were able to speak with his wife, [redacted] Philbin.  She confirmed that she did use The [redacted], and that work was performed at a previous address, [redacted] Place, [redacted], Missouri.  On 12/22/2014, when Mr. [redacted] orginally submitted his request that we reconfirm this review, he responded in writing that his company records show he performed service at the address of [redacted] Place, O' Fallon, Missouri for Andera Philban.
We are also relaying this information directly to Mr. [redacted], but please feel free to pass this along to him as well.
Thank you again for the opportunity to respond to this complaint, and please let me know if we can provide any further information.
Sincerely,
Anna [redacted]
Angie's List%3

October 5, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. Peggy RichardsonRe: Complaint Case # [redacted] Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed against our...

company.  I’d like to start by offering a sincere apology to [redacted] for all the frustration she experienced.  It looks like [redacted] has been a member with us in the past, but signed up again in May of this 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 [redacted] only mentioned $3.75 as the disputed charge in this complaint, it does not appear that she has logged into her membership since May, so I have refunded the charges from June through October, totaling $18.75 being returned to [redacted]’s card.Though [redacted] wrote to us on 5/3 and asked for help searching, we have not received any phone or email correspondence from her asking for a refund.  I apologize for this oversight, and wonder if perhaps [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 [redacted] felt the only way of canceling her 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

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 respond to complaints against our...

company.   In light of any confusion or miscommunication during the sales process, Angie’s List has actually already refunded Ms. [redacted] all fees she paid for advertising, and waived our standard early termination fee for her contract.  This refund was processed in December 2016, but it seems we have yet to successfully call to communicate about this refund.   We would love to continue working with Ms. [redacted], and would love to speak with her to help her business become more successful on Angie’s List.  She should be receiving a call from us to this end, and she can always contact us at [email protected] as well.   We strive to provide top notch customer service, and we regret that Ms. [redacted] felt that she 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 B[redacted] Angie’s List

May 21, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted] RichardsonRe: Complaint Case # [redacted], Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed...

against our company. I’d like to start by offering a sincere apology to Ms. [redacted] for the frustration this process has caused.  Ms. [redacted] purchased an offer from the company Magnolia’s Locksmith & Door Company on May 5, 2015.  Ms. [redacted] requested assistance with the deal from Angie’s List on May 18th, due to problems with the company.  Ms. Comaskey’s refund was processed today, May 21st.   Her refund was processed in full, in the amount of $98.00.  Her credit card company may take a business day or two to reflect that this refund has been posted.Providers who offer coupons or deals through Angie’s List are required to meet a variety of criteria, and their ratings from members are a primary determinant on whether we will continue allowing them to present offers to our members.  Ms. [redacted] has not yet written a review on her experience; we would encourage her to do so to share her poor impression of Magnolia’s Locksmith & Door Company with fellow members and allow us to make the best decision about allowing them to run deals in the future.  Service providers offering deals must honor these deals, so we will look further into the specific situation to be sure this is happening.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 B[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

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

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, as long as the collections process is stopped immediately. 
Regards,
[redacted]

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

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.

August 15, 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 12/22/2015, 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 poor customer service, Angie’s List will consider Mr. [redacted] contract to be terminated effective the first time Mr. [redacted] expressed a desire to cancel his advertisements, which Angie’s List has documented as 5/25/2016.  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 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 response/resolution is satisfactory to me. 
Regards,
[redacted]

May 16, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]     [redacted],   Thank you for bringing this rejection response to our attention. We appreciate the opportunity to respond to complaints against our company.   After reviewing Mr. [redacted]’s rejection response and continued concerns, Angie’s List will agree to fully refund all funds Mr. [redacted] paid toward his advertising campaign.  The Angie’s List Accounting Department will be processing this refund within the next few business days.   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

August 15, 2017  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 respond to complaints against our company....

 On 6/17/2017, Mr. [redacted] started to advertise with Angie’s List for one year.  We require each prospective advertiser to electronically sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these services. Our advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website.  We did look back through the sales process, and did not find that there was any misleading or confusing commentary on our end. The review rotation for the first page, top of the list was properly explained to Mr. [redacted]. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement. Mr. [redacted] was notified of the early termination fee during the sales process.  We apologize that we were not able to satisfy Mr. [redacted] during the course of his advertising relationship, as Angie’s List was in constant contact with Mr. [redacted] offering assistance. 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. Mr. [redacted]’s contract has been cancelled and the early termination fee has been invoiced. Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.   Kind regards,  Jesse M[redacted]Angie’s List

August 29, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this response rejection to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed against our company.    I’d like to apologize to Ms. [redacted] for the confusion regarding my initial response.   Ms. [redacted]’s refund of $16.99, effectively cancelling her membership, was processed on 8/28/2017 at 10:02AM EST, not 8/22/2017.  It can take a few business days for the funds to process through her financial institution to her account.  I apologize for this previous oversight.   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 25, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint rejection response 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 miscommunication or misunderstanding in pursuit of his Big Deal refund. Angie’s List did not charge Mr. [redacted] twice for $89.  Mr. [redacted] processed one transaction of $178 for a quantity of two $89 deals.  Angie’s List will not accept responsibility for the overdraft that occurred as a result of his purchase.   Angie’s List has cancelled Mr. [redacted]’s free membership.  Mr. [redacted] has also received the full refund of $178 at this time.  Mr. [redacted] should contact his financial institution to request that they waive the overdraft fees due to the error of purchasing a quantity of two of the $89 deals.    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

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.   Thanks very much for your help!! 
Regards,
[redacted]

- I did contact you about the deal to report that the business was not responsive - you told me that you would contact them on my behalf but did not provide a refund as I had requested. You're only acknowledging my SECOND request for a refund. Regardless, it says a lot about your business practices when you are forced to hide behind contractual language instead of doing the right thing for your customer.- The addresses are not removed - I still see ALL of the on the website.- I do not wish to use my full last name in reviews. Please point to where I'm required to do so in any agreement I've signed.

May 20, 2015 Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted]Thank you for bringing this complaint to our attention.  We appreciate the opportunity to give our side of the...

story regarding complaints filed against our company.  I’d first like to apologize to Ms. [redacted] for the frustration she has experienced during this process.  We strive to provide top-notch service to our members, and from the tone of this message, I fear that we have failed in this regard. Ms. [redacted] is correct that she paid $169.00 for her deal when she bought it online on May 15th, when the appropriate price that an active member such as herself should have paid was $39.00. Ms. [redacted] called us on the morning of May 18th to let us know about this issue.  She is correct that an error in our customer service software prevented the representative she spoke with from correcting this issue himself. However, with the correspondence she sent to us, we were able to work with our Accounting department to refund $130.00 to her credit card.  This refund was processed on May 18th at 1:49 pm.  It may take a business day or two for Ms. [redacted]’s credit card company to reflect this refund on her statement.As a courtesy, I have refunded Ms. [redacted] in the amount of $29.99 for her most recent membership charge.  Her membership remains active and is not set for a renewal until May 16, 2016.  She also will still have access to her eCommerce rebate voucher, which could be used on the $39.00 deal that she purchased.I find it regrettable that we left Ms. [redacted] feeling no other recourse than to voice her concerns to the Revdex.com.  We always strive to provide top-notch service to our members. Thank you again for the opportunity to respond to this complaint.  Please let me know if you need anything further. Sincerely,[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] P.S. Mr M[redacted] was not entirely correct in saying that members are alerted about the renewal prior to billing.  I did not receive any such email.  As he indicated, I had not used Angie's List since 2015.  The 2016 renewal was billed to me without my notice.  I noticed the 2017 renewal because I make no other charges to that particular credit card.

Angie's List has been in constant contact with this customer for several months.  The customer is responsible for updating and managing the information on their business profile, including their licensing, insurance, and bonding statuses.  Angie's List has attempted to amicably resolve...

this matter since November.  At this time, Angie's List considers this matter closed.