Angie's List, LLC

September 28, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case #[redacted]   Hello [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’d like to start by offering a sincere apology to Ms. [redacted] for any frustration this process has caused.    I’m sorry to learn of the problems Ms. [redacted] encountered with the work done by [redacted]. Ms. [redacted] has been in contact with Angie’s List several times regarding the issues she has experienced.  Our Complaint Resolution Process generally takes a few days to get started.  Ms. [redacted] has submitted a review and has initiated the Complaint Resolution Process.  Her case was assigned to a representative this morning, 9/28/2016.  Andy Hay will be her case manager.  Andy will be reaching out to Ms. [redacted] today regarding her desired resolution by email.  I apologize for the frustration this delay has caused Ms. [redacted] when seeking assistance.   I find it regrettable that we left Ms. [redacted] feeling she had no recourse but to contact the Revdex.com. We strive to provide top-notch service to our members.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted] Angie’s List

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.
"An analogy to sum up my situation – I signed up for an ocean cruise and was promised a suite with an ocean view, but instead ended up with a room with no window and below deck.”  The original analogy I was using disparaged Angie's List service, which was incorrect.  The newer analogy speaks of expectations and delivering something the customer was not interested in to begin with.  [redacted]

February 16, 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. On 12/31/2014, Mr.[redacted] 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 cancellationfee.   Upon receipt of this complaint, we investigated the correspondence that Mr. [redacted] had with Angie’s List representatives. Although Mr. [redacted] ultimately agreed to the attached contract, and multiple attempts were made by Angie’s List employees to assist him, Mr. [redacted] requested to cancel his advertising within 1 month of beginning it.  We have waived the cancellation fee. We strive to provide top notch customer service. I sincerely apologize if we have failed to deliver to the extent of Mr. [redacted]’s expectations.  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 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

July 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 or frustration regarding his membership.   Mr. [redacted] was contacted by a supervisor, Iann M[redacted], within the Angie’s List Member Care department on 7/24/2017.  The different types of memberships, some of which are paid, were explained to Mr. [redacted].  Mr. [redacted] elected to have his paid membership refunded and his account cancelled.  At this time, we believe Mr. [redacted]’s complaint has been resolved.   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

We are initiating the cancellation process for the customer's contract.  A representative will be in contact with the company in the near future to discuss their cancellation request.

June 1, 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 want to apologize to Mr. [redacted] for any frustration he has experienced regarding his advertisements with Angie’s List.   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. 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 commentary on our end regarding any promise of lead generation. We also did not find any customer service issues on our end as our Collections Representatives and Account Representative were in consistent communication regarding past due payments. As Mr. [redacted] mentioned, Angie’s List agreed to waive the December Advertising fee in an effort to assist as much as possible.   When an Advertising Service Provider is three payments past due on non-publication ads, Angie’s List will exclude the provider from category/keyword searches. We informed Mr. [redacted] that his company would still be available through a search on the website, which his company is when searched for directly by name. However, Mr. [redacted]’s company is not available in category or keyword searches due to non-payment for services provided. We are willing to reinstate Mr. [redacted]’s advertising with an agreed upon payment plan if he would like to contact us directly.   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, and we are sorry that Mr. [redacted] did not get to experience a resolution to some of the problems he brought up.   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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I have many reasons to reject the claim that no wrong doing happened in the sales process.  1. I was never given any account numbers to even reference my account.2. I was never contacted by anyone or given a name to contact to set up art and other details for the advertisement.3. I was never given access to the Angie's List website thus cannot verify that the add is running or that the info is correct.4. I have recorded phone conversations where I asked for login info and account numbers to be emailed to me but I have yet to receive either.5. I have recorded phone conversations where I was offered a deal to keep me from cancelling but I was on an inspection at the time of the call and explained that I may be interested but could not talk at that time. I was told that individual would call back the following Monday morning but instead a short time later I got a cancellation email and no one called Monday at all. 6. I was told by the salesman who sent the contract for me to sign that an account manager would contact me the following week. After 3 weeks still no contact from Angie's List and when I called I was told they were very sorry but the account manager assigned to my account was no longer with the company and my account "fell through the cracks". In short, I have no account number, no way to access Angie's List website, No way to verify the accuracy of the info in the advertisement or even its existence and all the recorded phone calls to prove this info was never given. All im asking for is a refund of all money already paid to Angie's List and release from the service agreement and all future payments. Thank you,[redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

June 23, 2016
Indianapolis Revdex.com
22 E. Washington Street
Indianapolis, IN 46202
Attn. [redacted] Re: Complaint Case # [redacted]
Peggy,
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 first wanted to apologize to [redacted] for any frustration or confusion he has experienced during the sale or duration of his advertisement.
Some of [redacted]’s complaints seem to be based in a misunderstanding. The phone number that ran in our publication was a Voicestar number designed to help [redacted] track calls to his business that came through our publication specifically, but it seems [redacted] was unaware or confused about that, and simply saw another phone number he didn’t recognize being printed. There was also a long period of confusion about whether [redacted] was indeed an authorized employee of [redacted].
In light of any customer service issues or misunderstandings that could have been clarified more quickly and easily, we have agreed to waive the unpaid balance that we had since sent to a third-party collections agency. Angie’s List would need to have a clear contact person authorized to discuss business as one requirement before we would consider providing paid advertising to [redacted]’s business again in the future.
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

June 23, 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 he has experienced, and for any misunderstanding or misinformation when he chatted online with us to cancel his membership.  It appears as though Mr. [redacted]’s membership was set up to search in Martinsburg, WV, as opposed to Lynchburg, VA.  I am not sure what caused this error in his membership.  Due to this technical error, he did indeed find it impossible to find local interior painting companies.I have reached out to Mr. [redacted] by email to apologize for this error, and have included the contact information for a few highly rated providers in the Lynchburg area.  I have also refunded him the $9.99 he paid for a membership, but left his account active for the year he purchased, as this was apparently our technical error that caused him such frustration.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

November 10, 2015Attn. 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 my delay in my response.Upon review of this situation, we agree that [redacted] has been...

attempting to cancel his agreement, and has experienced some poor customer service from our end.  We are always interested in being as fair and reasonable as possible.  In light of these frustrations, we are cancelling [redacted]’s advertising agreement and waiving all of the early termination fee, as well as the few dollars that are still owed for services rendered.At this point, [redacted] does not owe Angie’s List any funds, and our advertising agreement has been canceled.In short, I sincerely apologize that this customer has been disappointed with their experience with Angie’s List. We thank him for bringing his concerns to our attention, so that we could take steps to make amends for the problems experienced.  We would love the opportunity to work with [redacted] again in the future should his business needs align with our advertising.Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards, Jesse [redacted]Angie’s List

July 27, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted],Thanks for bringing this updated complaint to our attention.  As always, we do appreciate your time, and our opportunity to give our side of the story regarding complaints filed against our company.Mr. [redacted] does not seem to have provided any new information with this complaint.  We provided a signed contract showing that Mr. [redacted] agreed to a 12-month advertising relationship with us.  In addition, we have already included the statement that "We dispute that we did not assist Mr. [redacted] with a store front offer.  Mr. [redacted] had a store front offer posted, which 3 Angie’s List members actually purchased.  Additionally, his traditional advertising also ran for almost 7 months on our website (per the attached agreement) prior to him cancelling.  He did not pay a full year of payments.  He paid for the months that his advertising was running and now owes the cancellation fee."  We remain unhappy that this customer is disappointed with their experience with Angie's List, but we have reviewed the sales process and relevant contracts and still find that we have delivered to the extent that was promised.  We will not be making any new billing adjustments in light of this updated complaint.  If there are any new developments or claims related to this matter, we would be happy to look into this further.  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 24, 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 the delay in my response.   I first wanted to apologize to Mr. [redacted] for any frustration he has experienced during the time he has spent as an advertiser.   On 2/29/2016, Mr. [redacted] electronically agreed to advertise with Angie’s List for one year per the attached agreement.  We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these services. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement.    We have reviewed our sales process and customer service with Mr. [redacted].  We have agreed to waive our standard Early Termination Fee for the contract in light of any possible confusion about the term of the contract. If Mr. [redacted] still wishes to cancel our agreement, we have agreed to consider it cancelled as of 4/25/2016, which is the date he first left a voicemail asking to discuss canceling.    However, management has been in communications with Mr. [redacted], and we hope that he will agree to continue working with us.  We would prefer to work through any confusion and continue our relationship with Mr. [redacted] and NJ Electric LLC.    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, and would welcome another chance to work with Mr. [redacted]’s business. If he does choose to proceed with canceling, we are willing to make the concessions I outlined above.   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

August 30, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   Hello [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to tell our side of the story.   I...

would first like to offer a sincere apology to Mr. [redacted] for his recent customer service experience with Angie’s List.    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.   Angie’s List uses a combination of proprietary technology and good old-fashioned investigative techniques to root out potential conflicts of interest, cases of fraud, and attempts to “stuff the ballot box” with positive comments.  We verify that reviews are not anonymous and have been left by a real person.  Angie’s List also submits itself to annual audits to hold ourselves accountable to our procedures.   Angie’s List does not verify that the review is factual, as that is subjective to the experience of the member and service provider involved in the transaction.  Angie’s List offers each service provider the opportunity to share their point of view, thus giving a fuller view of the interaction.  Angie’s List verifies that the review is left by a real person, providers each company with the opportunity to confirm that the review was left by a real customer, and holds itself accountable as a neutral third party through independent annual audits.   We do have processes in place if a service provider notifies us that they do 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.    Angie’s List looked into the review, at Mr. [redacted]’s request, and determined that the review could not be confirmed as a competitor or verified as a real person, which resulted in the removal of the review.  It is unfortunate that this negative review resulted in a grade drop and the removal of Mr. [redacted]’s advertising from Angie’s List.  It is also unfortunate that proper notification was not provided to Mr. [redacted] regarding the removal of his advertising.   I find it regrettable that we left Mr. [redacted] feeling that he had no other recourse than to contact the Revdex.com regarding this situation.    Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information.   Kind regards,   Jesse M[redacted] Angie’s List

January 26, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for the opportunity to respond to this complaint rejection response filed against our company.    I’d like to start by thanking Mr. [redacted] for providing additional information associated with his membership.   As requested, Mr. [redacted]’s account has been set so it will not automatically renew.  Mr. [redacted]’s account with expire on 3/5/2017.    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 would like to add that this was, in fact, the THIRD time I had to contact the company and at the same time had contacted Revdex.com in order to get results. The statement in their letter that they refunded my money upon the first contact is a false statement. I am just happy to have my money back. Thank you.
Regards,
[redacted]

November 4, 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 Mr. [redacted] for the frustration this process has caused.
 
Mr. [redacted] purchased a Big Deal from the
company [redacted] on August 21, 2014. We were not aware that there was any
issue concerning this deal until the member contacted Angie’s List on October 20,
2014. Upon receipt of this complaint, we have reviewed the situation and the
communications associated with this service provider. Although his request was
received outside of the window of time specified in our 30-Day Refund
Guarantee, we have issued a refund of the $99 Big Deal. This amount was
refunded back to his credit card. The refund was immediate on our end, but it
may take a few business days to post to Mr. [redacted]’s account.
 
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. It is clear 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

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.
For starters, where in any contract does it say anything about an 'exclusion'?  We did not provide the information from past customers so how is that not available for searches when it was prior to us advertising?  How can you take away something that is available for people who do not advertise? What investigating did you do to determine that "We did look back through the sales process and did not find that there was any misleading commentary on our end regarding any promise of lead generation. "?  We were told we would have so much business we would have to hire people or turn work away. I was told that my adds would not be visible but that my company would still be searchable..."We informed Mr. [redacted] that his company would still be available through a search on the website, which his company is when searched for directly by name. "  Please see a screenshot attached of what happens when you type my company name in the search.  Nothing comes up.  Your statement is false. Angie's List also didn't address your employees telling a previous customer who called looking for my company that 'you don't want them' and proceeding to read a bad review to her that wasn't even ours.  Also, my wife called, as a consumer, and asked for the list of painters that she searched on...your person named my company, among several others.  My wife asked for those results to be emailed to her and I've attached what was actually sent.  My company is not there.  Why did you not address this in your response? Angie's List is being deceptive and misleading and this needs to be addressed. Thank you.[redacted]  
Regards,
[redacted]