Angie's List, LLC

October 6, 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 9/30/2015 as a member through an online purchase.  Mr. [redacted] used his membership the first month of joining and has not used the membership since.  With that being said, Mr. [redacted]’s credit card information that was on file changed during the course of his year of membership.  Mr. [redacted] may have cancelled his credit card, but had not cancelled his membership with Angie’s List until 10/4/2016.  His membership has been cancelled, effective 9/30/2016 when the automatic renewal charge failed due to the change of his credit card information.  Prior to 10/4/2016, Mr. [redacted] had not contacted Angie’s List since joining to request any changes to his membership, which is why his automatic renewal was scheduled for 9/30/2016.  Mr. [redacted]’s complaint has been resolved as of 10/4/2016 when he contacted Angie’s List to request cancellation of his already expired account.  Angie’s List did not charge Mr. [redacted] for the automatic renewal due to the failed payment.    As Mr. [redacted] has requested, I have unsubscribed him from all email correspondence from Angie’s List.  This may take a few business days to complete, as Angie’s List has pre-populated email distribution lists already set to go out to 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

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

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

- 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.

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]

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

June 14, 2016Indianapolis 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. I apologize for the delay...

in my response to the Revdex.com.We certainly take Mr. [redacted] and his concerns very seriously, and even prior to the submission of this complaint, management has been working directly with him to resolve any and all concerns. 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:
You may close complaint ID [redacted].  While Angie's List never provided a satisfactory response, I contacted the service provider that was scheduled to provide the paving services, and they agreed to issue a full refund. 
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.The reason I'm not satisfied is bc 2 days after signing the agreement I wanted to cancel. I have been non stop sending messages saying I did want to cancel. I feel as tho as should get refunded all my money. I have talked to Ryan H[redacted] and he's working on getting my fed be payment back as well. If they can give me my feb and march payments back I will resolve the complaint 
Regards,
[redacted]

Angie's List has attempted to contact this customer to address all of their concerns listed in their complaint.  At time, we have issued a refund for their annual membership fee that was recently charged and removed their credit card information associated with the profile.  We have also...

left direct contact information with an Angie's List supervisor to address the unwanted calls the customer indicated that they have been receiving.  We hope to fully address and resolve this customer's concerns.

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 with this resolution.]
Regards,
[redacted]   We do not accept the reasons stated by Angie's list.  First of all the agreed upon number of months was 6.  Not a year.  And they did tell us they would wave the (12) month min sign on if we would agree to six months and the free store front thing.  But they never did anything to ( out store front).   Tell them to show us what they did for our (store front) while we where on their site.  Show a dated post of our (store front). That they said they provided.  None of our customers could ever find it. UN

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.
I accept their apology; however, they make the assumption that I requested an account.  They have said themselves that they have no record of me having an account. I do not want an Angie's List account because it cannot be used from state to state.  Since I am in the Army, I need something I can use in any state that I happen to live in.
I use only one personal email account.  The email account that I am using for this action with the Revdex.com is my work account and I chose this one because I know that most of the interaction was going to occur during the day when I am at work.    So, if they cannot find an account attached to my personal email, it is likely because I do not have an account with them.  Having said that, why am I then being charged $17.00 for an account? In one email from their customer service representative, the amount they said an account costs is $12.00.  If the account were real, then they would be charging me $5.00 more than they should.  Also, I have an email from one of their customer service representatives asking me for my banking information (which is why I added phishing to the complaint) because they cannot find an account for me.  I did give them the last four of my credit card that they billed which they then should have been able to search.  The search should have gone something like this:  $17.00 billed to 0926.  Then, they could have a smaller pool from which to search for the charge they billed to my VISA card.
As a summary:  They readily admit that they don't have an account for me.  Yet, they charged me for an account that they say I don't have.  When I tried to resolve it, they asked for my banking information.  Neither of these is acceptable.
My bank fixed the charge, but at their expense.  Angie's List should not think that the bank should have to pay for an account that does not exist for me either.  They now owe my bank $17.00.
Regards,
[redacted]

January 7, 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 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, werequire 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. I  cknowledge and understand 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, or am not in any way related to the service provider in this report. 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, to share their point of view. Mr. [redacted]’ company has posted a response to the review in question, to explain to other members that they believe the review has been incorrectly attributed to their company.  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 that submitted the review in an attempt to have them confirm that review a second time, at the request of the service provider.   Mr. [redacted] has been in contact with representatives at Angie’s List regarding this situation.  On 12/22/2014, a representative gathered information from Mr. [redacted] to start the reconfirmation process, in an attempt to re-confirm the review. We contacted the member on 12/26/2014, at the service provider’s request. The member has not responded yet. Typically, a review will remain posted if there is no response from the member directing us to remove it. However, because the service area listed on Mr. [redacted]’ company profile does not include the address listed by the member and the member has not provided an alternate address, we have removed the review.  I find it regrettable that we left Mr. [redacted] feeling no other recourse than to complain to the Revdex.com.   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

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.Unfortunatly, I do not appear to be getting what we agreed to.  Angie's list said that they would provide greater visability by"dropping their paywall" which I thought to mean that anyone coming from Google would be able to search and use Angie's list without signing up.  This different is large because Google cannot scan and index the categories and Google treats sites differently that have a wall up before their data.I did not sign a contract stating that there is a 35% cancellation fee that I know of and Angie's list did not provide me with what I thought I was getting.  Angie's list is a scam and a fraud and I will not be paying anything in the future. 
Regards,
[redacted]

October 28, 2015Re: 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.  I’d like to start by offering a sincere apology to [redacted] for the frustration this process has caused. Due to the ongoing frustration [redacted] has experienced, and the lack of response from the service provider, we have made an exception to our normal policies and have refunded the full amount of her purchase back to her.  I have also reached out personally to her to offer my direct contact information and ask her for the chance to earn back her trust after a long and frustrating experience.I find it regrettable that we left [redacted] feeling he 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 [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

June 12, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202                           Attn. [redacted] Re: Complaint Case #...

[redacted]   [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed against our company.    I’d like to start by offering a sincere apology to Mr. [redacted] for any frustration or confusion regarding his membership.   Currently, Angie’s List does not offer refunds for purchased memberships, except in specific one-off situations.  I would like to apologize to Mr. [redacted] that this was not made clear when he was joining Angie’s List.  Angie’s List would like to apologize for any confusion regarding a cancellation request in 2016 that resulted in Mr. [redacted] being invoiced for a 2017 renewal of his membership.  I do notice that Mr. [redacted] was renewed twice for his membership.  One of those charges was refunded back to Mr. [redacted]’s credit card on 6/2/2017 in the amount of $9.99.  I have requested a refund for the second $9.99 charge to Mr. [redacted].  It will take a few days for the funds to reflect on Mr. [redacted]’s credit card.    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

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 apologize for my delay in responding to the Revdex.com.
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.
Since the time of this complaint, I have followed up personally with Mr. [redacted] to fully understand his feedback and thank him for his perspective. He let me know that he did not see any emails about the renewal, and asked that we reconsider our policies. He informed me that he has disputed the renewal charges with his credit card, and it appears that he did receive the funds for his membership renewal back from his financial institution.
Since the time of this complaint, we have also worked to be sure our policy on membership refunds is fair and gives members an opportunity to let us know shortly after an automatic renewal if they had not intended to renew.

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

July 17, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted], Thank you for bringing this updated complaint to our attention. I’d like to start by offering a sincere apology to Mr. [redacted] for any frustration this process has caused.  I briefly wanted to dispute Mr. [redacted]’s more recent claim by bringing his attention to the Terms and Conditions of our eCommerce offers:  “The Service Provider is the issuer of the Voucher and is solely responsible for redeeming the Voucher. As issuer of the Voucher, the Service Provider shall be solely responsible for the redemption of the Voucher in exchange for the good and/or services stated therein and for the provision of those goods and/or services. The Service Provider is also solely responsible for all goods and services it provides to you and for any and all injuries, illnesses, damages, claims, liabilities, losses, and costs, as well as for any unclaimed property liability arising from unredeemed or partially redeemed Vouchers (collectively, “Liabilities”) it may cause you to suffer, directly or indirectly, in full or in part, whether related to the use or redemption of a Voucher or not. Except as may be otherwise specified, Angie’s List is solely an advertiser of the Service Provider’s goods or services and the Offer Promotions and Offer Services are solely advertisements of the Service Provider’s goods or services. Angie's List does not endorse and is not responsible or liable for any advertising, products, goods or services available or unavailable from, or through, any Service Providers including through any Offer Services. Your dealings any Service Provider, and any other terms, conditions, representations or warranties associated with such dealings, are between you and such Service Provider and do not involve Angie's List. You should make whatever investigation or other resources that you deem necessary or appropriate before purchasing any Voucher and/or hiring or engaging any Service Providers.”In short, Angie’s List is not liable for poor service performed by the provider.All that said, we are very interested in doing right by our members, and agree that Mr. [redacted] has had a very poor experience.  As a courtesy, Angie’s List has refunded Mr. [redacted] for both the $157 he spent on this offer (which was processed on 7/13), as well as his most recent membership renewal fee (processed today by me personally).  We apologize for the long process involved in seeking this refund, and we appreciate Mr. [redacted]’s patience in going through our complaint resolution process.  It is unfortunate that the provider did not take ownership of their customer service issue, but we strive to satisfy all of 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

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.
My  name is [redacted]. I recently lodged a complaint with Angie's List Indy regarding a request for a refund for an Angie's Deal purchased in 2012. I received your contact information from the Revdex.com this morning and understand you are handling my complaint. I have not had a status update since last week so I wanted to see if there has been any movement. I'm including an email from [redacted] He is the owner/operator of the company I contracted with to complete the work on the Angie's List Big Deal I purchased. I'm including his email which contains information he provided to me regarding his experience with Angie's List allowing refunds. I am sharing with you as I think it is relevant to my complaint. When you can, will you please provide a status on my complaint and let me know what I can do on my end to move things along? Thank you, [redacted] On Wednesday, June 29, 2016 5:32 PM, [redacted] <[redacted]> wrote: Hi [redacted]Thanks for emailing me.I have been doing coupons with Angies List since 2010. Done over 700 as of last year.We were one of the first contractors to do these in the Dfw [redacted]et.Originally, things were pretty wide open. There weren't a lot of restrictions. They were, as far as I could tell, good forever. Things changed around 2013 due to a law suite against groupon which they lost. Angies List changed some of their policies due to their counsel's interpretation of the suite. It changed the entire industry. You could look up that lawsuit and know that the changes came a couple of months after it was over, if you wanted to know the exact date. Further restrictions came about in 2015 as the company gained experience with the coupon model to the point that I think there is only 30 days  to refund.  All that being said, I'm almost sure that your purchase came about at a time when full refunds were issued with no questions asked. I have been charged for several refunds from 2012 and before as recently as last month and I am fairly certain that the customers didn't have to purchase another coupon. As a matter of fact, today is the first I ever heard of that silly policy. It sounds like it is being applied retroactively.  As far as our bid being good forever, I think there is a misunderstanding. We cannot repair a house which is falling apart for the same price forever. Common sense tells you that. We will use your dollars toward the work we will be doing at any time and that's what Autumn was trying to express. I checked the proposal she sent over and there's no mention of any forever bid.  I'm willing to give you a fair bid and give you a good job. We do lots of work in and around Kessler park, bishop arts, and north oak cliff. I have never had any problems with the historic district.  I'm not going to play games here though,  [redacted]. I take my reputation very seriously. I won't be bullied or intimidated either.  I would like to help you any way I can-even with Angies List. I don't work for them and we have had differences to be sure. I think they are a pretty ethical bunch. But not perfect If they are behaving badly, I'll call them out on it. And if it benefits you, so be it. I am going to give you a name and number. He can't call you, but he can talk to you if you call him. I have worked with him since around 2011 and know him to be fair. Word of advice, you will definitely get more with honey than vinegar [redacted] I hope this helps, [redacted]
On Jun 29, 2016, at 2:56 PM, [redacted] <[redacted].[redacted]> wrote:  
Regards,
[redacted]

August 4, 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 always appreciate the opportunity to give our...

side of the story regarding complaints filed against our company.    I apologize to Mr. [redacted] for the frustration he has experienced.    It is important to understand that Angie’s List is a consumer forum. Companies are able to add their own information to the website or are added by our paying members through a report on service that was provided to them. Typically, we will not remove any provider from the list completely. Instead, we can withhold unwilling participants from Category and Keyword searches.  I have set up Mr. [redacted]’s company to be withheld, as requested, by adding the Unwilling Participant exclusion to his profile.    I would also like to apologize for the frustration Mr. [redacted] has had with the receipt of phone calls from Angie’s List.  I have notified the representatives who have been reaching out to Mr. [redacted] that he is no longer to receive phone calls from Angie’s List.  I have set notices on Mr. [redacted]’s company profile to ‘Do Not Call or Fax or Mail’ and have unsubscribed Mr. [redacted] from receiving emails.  I would like to advise that we have several pre-populate email lists, and it could take a few days for Mr. [redacted] to stop receiving our emails completely.   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