Angie's List, LLC

November 6, 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 again tell our side of the story regarding
complaints brought against our company.
 
First,
let me begin by offering a sincere apology for the frustration and concern that
this has caused Dr. [redacted]. As a consumer forum, we are providing information
to our members and allowing members to share feedback. The majority of information
on the List is provided by members, and double-checked by representatives
against other listings online.  An online
search for Dr. [redacted]’s name yielded a variety of results regarding contact information.
I apologize that Dr. [redacted]’s home information was listed on her profile.
 
Upon
receipt of this complaint, I have verified that Dr. [redacted]’s home address has
been removed from her Angie’s List profile. Our IT department has also performed
the upload of this change to be reflected on the pages that are available to
non-members via web search engines. That process was completed yesterday. However,
if someone conducts a Google search to locate Dr. [redacted]’s Angie’s List
information and does not sign into an Angie’s List membership, then they will
view a Google cached website. To elaborate, Google takes snap shots of websites
and then stores them in their database to allow for quicker search results.
When anyone does a search on Google it is these cached pages that appear.
Unfortunately there is not a set date I can tell you for when the next time
Google will cache our website.
 
In
the future, if Dr. [redacted] would like us to update the information on her
profile to reflect changes within her practice, she can simply call our
Business Center at 1-866-843-5478.
 
I find it regrettable that Dr. [redacted] was
left feeling no other recourse than contacting the Revdex.com. We strive to provide
top-notch customer service to service providers and members, and it is clear
from the tone of this complaint that we have missed the mark.
 
Thanks again for the opportunity to respond
to this complaint. Please let me know if we can provide any further
information. 
 
Kind Regards,
 
 
 
[redacted]
Angie’s List

August 11, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to 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 default to an automatic renewal. Our auto renewal program was implemented as a result of member feedback indicating it would be convenient to renew without being required to call or mail in a request to do so. We acknowledge that with every improvement, we run the risk of offending a small portion of our members. Some people, caught off guard when their renewal goes through, clearly do not benefit from this intended convenience. Because of this, Angie’s List strives to make sure that each member has the opportunity to learn about the program prior to paying for a membership. We also email members prior to the renewal date to notify them of the upcoming charge.  I apologize if Mr. [redacted] somehow missed this email notification, which was sent to the email address on file: [redacted].    Mr. [redacted] initially joined Angie’s List on 7/7/2015. 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.    With that being said, I have processed Mr. [redacted]’s refund of $9.99, effectively cancelling his membership.  Angie’s List seeks to offer top-notch customer service.  I apologize that we left Mr. [redacted] feeling that he had no other option than to contact 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 29, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]    
[redacted],   Thank you for bringing this updated complaint to our attention. We appreciate the opportunity to respond to complaints against our company.  I apologize for the delay in my response.   I believe at this point that the matter is resolved, as the refund Ms. [redacted] is requesting was processed intentionally on 7/21 of this year.  I wanted to provide a few more dates to help better explain the timeline from Angie’s List’s perspective.   2/12 – On this date, the agreement to advertise was signed. 2/26 – DocuSign expires if not signed.  In comparison, consider a contest that can be entered until 2/26. After that date, the offer has expired, so new new entries are allowed.  Since Ms. [redacted] accepted this “offer” or agreement, the expiration date is no longer applicable to the situation because she took the action that would complete it 3/1 – Advertisement began to run 4/5 – Ms. [redacted] requested to cancel (and Angie’s List later agreed to consider the contract cancelled as of this date) 7/21 – Ms. [redacted] received a refund per the date of 4/5, including a waiver of the standard Early Termination Fee.  The refund totaled $1725   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 1, 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 like to start by offering a sincere apology to Ms. [redacted] for the frustration this has caused. Ms. [redacted] has already been in contact with a supervisor today, and all of her requests have already been addressed. We have confirmed the cancellation and refund of her membership charge. He also removed her payment profile from her account.  I find it regrettable that we have failed Ms. [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.     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 resolution would be satisfactory to me. I spoke with Angie's List and they seemed to understand they dropped they completely dropped the ball. That is what was relayed to me in conversation. They dropped two reviews from two verifiable customers. I'm not sure Angie's List is following sound practices in regards to Revdex.com business standard commitments but I am thankful to not be working with them after this experience. 
Regards,
[redacted]

January 24, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding...

complaints filed against our company.    I’d like to start by offering a sincere apology to Mr. [redacted] for any confusion regarding his membership.   All of our memberships do default to an automatic renewal. Our auto renewal program was implemented as a result of member feedback indicating it would be convenient to renew without being required to call or mail in a request to do so. We acknowledge that with every improvement, we run the risk of offending a small portion of our members. Some people, caught off guard when their renewal goes through, clearly do not benefit from this intended convenience. Because of this, Angie’s List strives to make sure that each member has the opportunity to learn about the program prior to paying for a membership. We also email members prior to the renewal date to notify them of the upcoming charge.   Unfortunately, I was unable to locate Mr. [redacted]’s membership with the name, phone number, address, or email address provided in his Revdex.com complaint.  I am happy to assist Mr. [redacted] with his cancellation if he will provide the information for his active membership.  I have called the phone number Mr. [redacted] provided and left a voicemail with my contact information to help resolve Mr. [redacted]’s request.   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 28, 2016Indianapolis 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 tell our side of the story regarding complaints brought against our...

company. I apologize for the delay in my response.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. I acknowledge 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. [redacted] company has posted a response to the review in question to explain their company’s perspective.[redacted] contacted Angie’s List regarding the negative review on 4/11/16 and mentioned that she had released the customer from the contract and a refund was given to them. While we do have a Complaint Resolution Process in place to assist members with complaints filed against a business, the complaint must be initiated by the member and the member must tell us what their desired resolution is in order to consider the complaint resolved and have the negative review removed. As this process was not initiated by the member and the complaint was handled outside of Angie’s List, we cannot force the member to change or delete their review. However, the member has since updated the review on his own accord to acknowledge that [redacted] did cancel the contract and return the deposit paid.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We strive to provide top-notch customer service.  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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First of all let me start by saying that Angie's List practices are horrid. From the start of July 2014 I had been threatened and bullied into having to do the advertising. At first they wanted $225 a month which was way out of our budget. When the $46 was finally agreed upon I was treated like crap by Ryan [redacted] and Chris [redacted] because we didn't pay enough for the advertising.  They both told me that if you do not pay for the advertising then my profile is put at the very back of their search listing and no one will use our services because they can not find us. Then when I did pay for the advertising Ryan said that is all you paid that is not going to put you very high in the search listing.  
Angie's List posts online and on their commericals no contractor can ever pay to be on Angie's List its complete falsehood because unless you do advertise with them they call and or email you 2-3 times a day with their threats of no one will contact you because we place you in the far back of the run of advertisers if you do not advertise. Also you can only do 1 great deal with them unless you advertise. 
I explained all of this to Sarah [redacted] in an email and this was her reply:
-----Original Message-----From: Sarah [redacted] [mailto:[email protected]] Sent: Tuesday, October 28, 2014 2:06 PMTo: '[redacted]'Subject: RE: Cancellation Balance Owed- Final-- SPID [redacted]
Thanks [redacted].
The 33.01 is for the time the ads ran on the 9/7 invoice. The 167.51 owed is for the cancellation fee that is outlined in the contract, it's 35% of the unused portion of the contract. The October invoice was credited off.
Sarah [redacted]
Collections Department
1030 E. Washington St.
Indianapolis, IN 46202
(866) 543-5478 ext. 75503
[email protected]
 
I am more than willing to pay the $33.01 for the time the ad ran however I will not pay $167.51 for a cancellation fee when October invoice has been credited off.
The solution we are looking for is to pay the $33.01 and have Angie's list remove any negative comments they have on our profile. The practices that were done to me  in order to get me to advertise with them are very unethical. If we can not get this resolved between us then we will seek legal counsel along with social media and local news reporting. I am sure there are many other contractors like myself who would come forward with the same experiences I have had. 
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. Based on Angie's List's reply that any refund be issued by the electrician, I e-mailed the following to the electrician:"After filing a complaint against Angie’s List with the Revdex.com, they claim that any refund has to come from you since you have been paid by them already to perform the work.  Is this true?   Their story is that you have been paid by them already and therefore they cannot issue a refund.  If so, what is the payment amount you were given…  I paid them $599.00.  Is that what they paid you… or do they keep a portion of that as some kind of service fee?"I received the following reply from the electrician almost immediately:"Hi [redacted] that’s not the case. I never refund for Angie’s list. They did pay me but that’s not how it works they refund you and its reflected on my account. I’m not trying to pull a fast one. Been with them going on two years and never refunded directly.  I will help you threw this and wont let you hanging my business reputation is worth more then that.  Please give them a call again and tell them to call me directly."  I don't know who to believe here, but the electrician has requested Angie's List to call him directly.  Until the issue of who is giving me a refund is worked out, I don't consider this issue resolved.
Regards,
[redacted]

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 have defaulted to automatic renewal prior to Mr. [redacted] joining as a member on 3/21/2011. 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 3/21/2011 and purchased a four year membership with a promo code for a 30% discount.  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.    In 2012, Mr. [redacted] had a poor experience with an eCommerce purchase.  As a customer service gesture, the representative assisting Mr. [redacted] extended his membership for 3 months for free.  At the end of Mr. [redacted]’ four year membership term, Mr. [redacted] was automatically renewed on 6/21/2015 for $23.75.  At the end of that year of membership, Mr. [redacted] was automatically renewed on 6/21/2016 for $23.75.  Since Mr. [redacted] has disputed the $23.75 charge for the 2016 automatic renewal, he has received the maximum refund allowed for his membership.  A refund for a previous membership term is not appropriate, as Mr. [redacted] agreed to the automatic renewal when he joined and did not contact Angie’s List to request a refund within that calendar year.   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 (317) 396-9615

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is not satisfactory, but the company is not understanding how the miscategorization of my company affected my advertising contract, affecting the business I was to receive from the advertisement. How they don't connect the two does not make sense.
Regards,
[redacted]

November 11, 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 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 a Big Deal from the
company [redacted] LLC on September 28,
2014. We were not aware that there was any issue concerning this deal until the
member contacted Angie’s List on November 5, 2014. Although her request was
received outside of the window of time specified in our 30-Day Refund
Guarantee, we are able to exchange the deal, if she purchases another Big Deal
of any monetary amount. Ms. [redacted] has been in contact with a representative in
the Big Deal department to find a replacement deal and facilitate the exchange.
Once a new Big Deal is purchased, the amount of her original purchase will be
refunded back to her. I have contacted the representative that has been her point
of contact to make sure that Ms. [redacted] is updated on the state of progress
with that.
 
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. It is clear from the tone of this
complaint that we missed the mark, and I apologize for that.
 
Thanks again for the opportunity to respond
to this complaint. Please let me know if we can provide any further
information. 
 
Kind regards,  
 
 
 
[redacted]
Angie’s List

July 9, 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 all the frustration he experienced.  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, 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 July of 2014: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] wrote to us on 7/8 and expressed frustration, clearly asking for a refund.  This email was mishandled by one of our representatives.  He should have been refunded for his most recent charge at that point.  Although he did not use the word “refund”, he did very clearly express that he had not intended to renew.  I apologize for this customer service issue and will be following up with that representative for more training.In addition, I am sorry that he was unable to find valuable information on his chosen contractor when he first signed up for our service.  To avoid disappointing first experiences like this, we offer satisfaction guarantees on all of our annual memberships.  If Mr. [redacted] had expressed his dissatisfaction to us, we could have refunded him for this initial purchase any time in the first year. I have made an exception and refunded this initial year of membership, in light of all the frustration and poor customer service Mr. [redacted] received.  All the funds Mr. [redacted] paid to Angie’s List have now been refunded, with our apologies that we were not able to be of more help.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

January 6, 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 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 any frustration this process has caused. I have provided [redacted] with my direct contact information, and I will be available personally to assist him through the process of seeking refunds for his Big Deals.  In the meantime, I have refunded him the price of his membership, and have offered to upgrade his membership for free so that he can make use of our new Service Quality Guarantees.  I am working to find the most fair way to seek a refund for [redacted] deals – this may be possible through a direct refund, or we may need to engage our Complaint Resolution Process to seek the funds from the service providers he hired.I find it regrettable that we left [redacted] feeling he had no recourse but to contact the Revdex.com. We always want to provide top notch service to our members, and our processes are designed to help members with disputes about poor work.  In this case, whether or not we can process an immediate refund, we will work to help [redacted] achieve satisfaction.  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

Angie's List has offered a resolution to this customer's complaint, which still stands.  It is unfortunate that the customer does not accept this response.  We have attempted to work with this customer to address and resolve their complaint.

July 7, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted], Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed against our...

company.  On March 30, 2015, Mr. [redacted] agreed to advertise with Angie’s List for one year per the attached agreement.   On April 22, 2015, Mr. [redacted] agreed to provide several eCommerce offers through Angie’s List, as well.  Before Angie’s List will publish an advertisement, we require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these services. Each contract includes a standard cancellation fee. That information is found under the terms and conditions on their advertising agreement.  Similar expectations and rules are laid out in the eCommerce agreement Mr. [redacted] signed.Upon receipt of this complaint, we did review the sales process for Mr. [redacted]’s company, Topaz Construction & Development.  Mr. [redacted] was aware of the cost of the offers he ran prior to signing the contracts attached.  The negative reviews in question mention problems with communication on Mr. [redacted]’s company’s part, and dissatisfaction with Mr. [redacted]’s company rather than with anything related to Angie’s List.  As such, we will not be making any changes to the amount Mr. [redacted] owes, nor will we be reaching out to members to apologize for their poor experiences.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 contracts.  Angie’s List and Topaz Construction & Development have a binding agreement, and just as we have acted in accordance with our obligations, so must Mr. [redacted]. As of the date of this response, Mr. [redacted] owes an outstanding balance of $795.38 for his traditional advertising and $5621.25 for his eCommerce offers.   At this point his advertising has been canceled and his company has been removed from category search until this obligation is met.  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 12, 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 give our side of the story regarding complaints filed against our...

company.  I apologize for my delay in responding to the Revdex.com about this complaint.I’d like to start by offering a sincere apology to Ms. [redacted] for the frustrations surrounding the eCommerce offer and requested refund that she mentions in her complaint.I have personally been working with Ms. [redacted] and have attempted to work with PayPal directly to expedite the $599 refund for the landscaping offer she purchased. This delay is due to the PayPal dispute process itself, not due to Angie's List contesting the disputed charge. Unfortunately, we have not been successful at getting Ms. [redacted]'s refund expedited at this time, as we are being told by PayPal that it can take up to 90 days for the funds of the disputed charge to be fully returned.As a customer service gesture for this delay, I have also refunded Ms. [redacted]’s membership in full back to her PayPal account, but kept her membership active.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

February 18, 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 clarify anything that might not have been addressed previously. Members are not required to respond to additional requests for confirmation of a review. They have already confirmed the review, by agreeing to our confirmation statement when the review was initially submitted. Additionally, members do not have a limited window of time after a service experience to leave their review.The reporting member’s address was verified as a valid mailing address through the United States Postal Service website.  We encourage Mr. [redacted] to reach out to the member in a professional manner via the mail, to clarify his company’s position. We always provide the name and address of the reporting member to the service provider being rated, but we do not provide phone numbers of Angie’s List members to service providers in accordance with our privacy policy. We regret that Mr. [redacted] was frustrated with his experience with Angie’s List. However, we believe that Angie’s List has followed appropriate procedures meant to ensure we stay as neutral as possible. We will not be removing the review at the request of the service provider.    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

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]

July 9, 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 this process has caused. Mr. [redacted] purchased a Big Deal from the company Kwik Dry Carpet Cleaning. Mr. [redacted] contacted us on 7/6/2015, requesting a refund on the Big Deal he purchased, due to a forced upcharge on the company’s part. Because the company is claiming that they did perform roughly a half hour of services prior to leaving Mr. [redacted]’s home, we hold them responsible for their poor interaction with Mr. [redacted], and cannot automatically issue a refund.  However, we initiated our complaint resolution process to bring the complaint to the company’s attention, and facilitate a resolution.  Yesterday, on 7/8/2015, Mr. [redacted]’s case manager reached out to him to help get this process started.  We are more than happy to lend whatever help we can throughout this process.  I can definitely understand Mr. [redacted]’s frustration, and we are reviewing the case carefully.  I would ask that Mr. [redacted] give our established process time to work in this situation.I find it regrettable that we left Mr. [redacted] feeling he had no recourse but to contact the Revdex.com. We always want to provide top notch service to our members, and our processes are designed to help members with disputes about poor work.  In this case, we cannot process an immediate refund, but will work to help Mr. [redacted] achieve satisfaction.  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