Angie's List, LLC

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.
There clearly was confusion or I wouldn't have advertised.  Your sales team even stated "every contract MUST be properly licensed and if someone were to report them they would be immediately removed" which did not happen!  It's sad that you advertise to the general public that your contractors are licensed and insured when as you clearly are admitting is not the case.  You should require every advertising contractor to provide a copy of their license prior advertising if you are going to deceive the public.  What does the IRS audits have to do with contractor's licenses?  You are just adding more fluff and Angies's List always does.  Additionally I am not an attorney so not everything is clear in your lengthy contracts and descriptions which your legal department knows I will have leverage due to not being an attorney.  I will sue you if I have to although I'm giving you this final opportunity to reimburse me.  Once my first year was about up I notified Kirk F[redacted] that I was not going to resign.  At this time he notified me about the fetch list and guaranteed that I would get reviews as I had over 3000 regular customers.  The only catch was I had to resign.  I'm a business owner that is trying to grow my business so all I want was Angie's List to work for me.  Obviously I did not make the best decisions as I was constantly given the run around by your team.  Anyways I resigned, you ran the fetch list and I DID NOT get one single review from it.  So here we go again..... Did you even attempt to help get me reviews?  No you did not.  I emailed everyone of my customers asking if Angie's List contacted them for reviews and not one single customer said they even heard from you except the getting advertisements to become members.  So the fact is all you did with MY CUSTOMER LIST was try to get them to buy memberships.  I'm sure my attorneys will have a field day with you.We both know the only reason you reimbursed me for my other business, [redacted], was because I complained to the Revdex.com.  You DID NOT give me an extra month.  I told you to cancel the contract which you refused until 3 or 4 months later.  At that time you refused to reimburse me for the overage and refused to provide detailed billing summaries.  You stated you also had documented proof of me agreeing to continue which you also failed to provide.  The fact is you attempted to take advantage of me so I took the complaint here.  As I continue to do more research this appears to be the norm with your unhappy customers.  You should not be allowed to get away with it.At this point its more of the principle than the money.  You are an unethical company and I will expose you if you do not refund me.My attorney is copied here.
Regards,
[redacted]

Angie's List has reached out to this customer to confirm their membership refund and cancellation has been processed.  We hope that this action has amicably resolved this complaint.

October 23, 2015Attn. [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.  As he mentioned in his complaint, Mr. Ryan has agreed to...

advertise with Angie’s List in previous years.   This advertising ensured that [redacted] company, Trinity Heating, Cooling, & Refrigeration LLC, would show up on the first page of search results for members.  Since the company was also offering highly discounted Big Deals to members, much of the traffic to his page would likely purchase these Deals.  Based on [redacted] statements, this is what likely happened.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.  Our advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website.  As Mr. Ryan has cancelled his prior agreement with us and has now paid off his early termination fee, he is now eligible to advertise with us again based on the excellent ratings consumers have given his company.  Angie’s List is of course under no obligation to sell him a smaller advertising package than we feel is in our members’ best interest, and we retain the right to do business under our own terms and at the discretion of our advertising department.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 contracts that were signed.  We would be happy to have Mr. Ryan back as an advertiser, but as with any contract, it’s important to find mutually beneficial terms for both parties.   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

October 6, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. Peggy RichardsonRe: Complaint Case # [redacted]Thank you for bringing this complaint to our attention.  We appreciate the opportunity to give our side of the story regarding complaints filed against our...

company.  It seems that [redacted], who has had a business account on Angie’s List for many years, also somehow got the same email address entered into our system as a potential consumer member account.  As a result, he has been receiving emails from both a consumer and a service provider perspective.  It appears that due to the same address being registered in two separate parts of our website, there may have been a glitch preventing him from easily unsubscribing from emails.  I have unsubscribed him from all emails from a business perspective, as well as emails intended for consumers.  I apologize about this glitch causing the unsubscribe process to be frustrating and difficult.I have confirmed that [redacted] has been unsubscribed from all future Angie’s List correspondence.  Some of the emails we send are generated in advance, so it may take up to a week for the last email to go through.  We again are so sorry for this frustration.   In particular, I am sorry that [redacted] felt he had no recourse but to go to the Revdex.com.  Even though he encountered a glitch in our website, he could have replied to any of our emails or emailed us at [email protected] or [email protected], and a live representative could have quickly taken care of this problem for him.Thanks again for the opportunity to respond to this complaint.  Please let me know if you need anything further.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 the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The reply from Angie's list claims I agreed to automatic renewal. I dispute this since I NEVER agree to automatic renewal when given the option to not. They also claim that they email members prior to the renewal date. I am very attentive to my emails and I can, with absolute certainty, say that I never received any emails from Angie's list alerting me to the upcoming charges. If I did miss one and did not acknowledge it Angie's list should have sent another and another until I replied. They are scapegoating their members to deflect from their lack of ethics and underhanded practices. Thge lack of empathy for their members and the less than friendly responses from member services are disappointing. Most other companies I have had issues with generally offer an apology and make serious efforts to resolve the issue to the members satisfaction. Angie's List seems to get defensive and obstinate and just plain unfriendly. I would like to think that Angie would be a better person and would prefer to fully support her members and not blame them for misunderstandings. Maybe corporate life has tainted her?
Regards,
[redacted]

April 25, 2016 Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. Peggy Richardson 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 first wanted to apologize to Mr. [redacted] for any frustration he has experienced while advertising with Angie’s List. On 9/29/2015, 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.  Our advertising can never guarantee lead generation or a certain number of phone calls per week; instead it guarantees placement on the website. This placement appears to have happened as it was intended to, and as it was described during the sales process. We have reviewed our sales process and customer service interactions with Mr. [redacted]. In light of any confusion or miscommunication, we will agree to waive the standard early termination fee.  In addition, we will consider Mr. [redacted]’s contract to be cancelled effective 4/4/2016, which was the first time he mentioned cancelling his advertisement. In terms of the portion of his advertising term that already ran, Mr. [redacted]’s advertisement was running as agreed, and this payment was due for services rendered. As such, no refund will be offered for the period during which the advertisement was running. Angie’s List does not have the ability to prevent reviews about our service on Google, and therefore I cannot comment on or explain Mr. [redacted]’s experience with a separate company. 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 the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Most good companies have a system in place to refund a customer's money when the promised goods or services are not available. The only question asked . is would you like a refund or do you want to wait until the goods or service is available. All I want is a refund of the money I paid for a service not performed. This can be easy or it can appear difficult, depending on the company's attitude.   
Regards,
James [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.
Regards,
[redacted]I received a phone call yesterday afternoon from angies list collections - He couldn't understand why I contacted Revdex.com - I explained my side like I have done with his other co workers and It seems they just keep passing around the same talking points with no desire to hear my side - I told him they turn over so many people that were connected to my account that no one knows what really happened. I also told him that the one person that took the time to work with me, left angies list around Nov. 10th (Steve M[redacted]). So the gentlemen I was talking to on the phone said - even though steve has left he has all his notes and It says I owed 1 more payment - Before Steve left angies list he assured me that I make one more payment I'll be done --- Anyway I kept trying to talk and explain That Steve M[redacted] left Nov. 10th and I made my last Payment on Nov. 22 after he left (angies list confirms the payment 11/22/2017). so now the gentlemen on the phone starting trying to say I owe for the past (I know I made all payments)  I went back to the point that Steve,  in his notes, that I needed to make one more payment. and Steve left Nov 10th and I made the payment Nov 22. Thats when he told me Steve was wrong - This told me right then that no matter what I say It doesn't mean anything - so other words the notes don't mean anything either. I don't know what else I could do. It's like fighting city hall - and everyone knows that saying - I'm not happy

March 29, 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 always appreciate the opportunity to give our side of the story regarding...

complaints filed against our company.
I apologize to [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. Mr. Self’s company has already been withheld, as requested, which he was made aware of when the Unwilling Participant exclusion was added to his profile earlier this month.
However, since [redacted] business profile has not received any member reviews, and does not appear to have been accessed by any members, we have agreed to remove his profile from Angie’s List altogether. Our engineers have scheduled for this to be totally removed from our database with our next release. [redacted] should be aware that this may take up to a week or two for us to release new information from the website. Due to the way search engines present cached information, his company’s information may still be appearing on search engine landing pages for a few more days following this fix.
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 20, 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.
On 2/11/2016, Mr. [redacted] agreed to advertise with Angie’s List for one year per an electronically signed agreement. We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these services. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement. The “expiration date” that Ms. [redacted] mentioned is also located on this attached document. This was the date by which the contract must be signed to be considered valid. Our intention was certainly not to confuse, and the rest of the document should spell out clearly what the term of the advertisement was.
In light of any frustration or poor customer service, Angie’s List will consider Ms. [redacted]’s contract to be terminated effective the first time the business owners expressed a desire to cancel their advertisements, which we agree was 4/5/2016. We had previously agreed to waive the 35% early termination fee. Ms. [redacted]’s company is responsible for the remaining balance for services rendered.
We strive to provide top notch customer service, and we regret that Ms. [redacted] felt that she had no recourse but to turn to the Revdex.com. Angie’s List and [redacted] have a binding agreement, and just as we have acted in accordance with our obligations, so must Ms. [redacted].

Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.
Kind regards,
Jesse B[redacted] Angie’s List

July 19, 2016       Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story...

regarding complaints filed against our company.   I’d like to start by offering a sincere apology to Ms. [redacted] for any confusion or frustration.   Ms. [redacted] had several interactions with Angie’s List Member Care over the course of the last few months.  Representatives that Ms. [redacted] spoke to attempted to help her resolve the issues that she was experiencing with the website.  On 6/24/2016, Ms. [redacted] spoke to a representative who offered to send an assistance request to a supervisor to help resolve any issues, which Ms. [redacted] denied. Ms. [redacted] then contacted Angie’s List on 7/6/2016 and requested to be compensated for the last three months of her membership due to the issues she stated that she was experiencing with the website.  A supervisor from the Member Care team extended Ms. [redacted]’s membership for 3 months on 7/6/2016.  Ms. [redacted] reached back out to Angie’s List on 7/8/2016 to advise that she was not satisfied with a membership extension and requested a refund of her membership.   We employ customer-friendly refund policies for situations such as this. I do see that an email agent of ours processed a refund of $25.00 for Ms. [redacted] when she wrote in to complain about the membership extension on 7/8/2016.  Angie’s List thought that the Ms. [redacted]’s refund would resolve her complaint, although it appears she has filed this Revdex.com complaint nearly a week after being refunded for her membership.  I processed a refund of $4.99 for the remaining balance of Ms. [redacted]’s 2016 membership fees, totaling the amount of $29.99, which does mean that as of today she is no longer an active Angie’s List member.   I find it regrettable that we left Ms. [redacted] feeling she had no recourse but to contact the Revdex.com. We strive to provide top-notch service to our members. We do now offer a free membership option if she only occasionally needs to look up information on providers.      Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.        Jesse B[redacted] Angie’s List

June 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 always appreciate the opportunity to give our side...

of the story regarding complaints filed against our company. I apologize for the delay in my response.   On 5/16/2016, Mr. [redacted] agreed to advertise with Angie’s List for one year.  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.   Angie’s List has moved to a free membership option in Mr. [redacted]’s area as of 6/5/2016.  Angie’s List requires all members, whether paid or free, to input some basic information to access our website.  This greatly reduces the number of unqualified leads that service providers would receive without requiring this basic information.  I apologize if Mr. [redacted] had a misconception about the meaning of the free membership type.  Angie’s List advertising contracts do not promise the generation of any leads, only visibility and placement on the website and in the monthly publication.    Currently, Mr. [redacted] has advised management that he would like to continue his advertising with Angie’s List for the time being to allow his full advertising contract to become active.  Mr. [redacted] advised that he will make a determination on his advertising in the future.   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 updated complaint. Please let me know if we can provide any further information.    Kind regards,       Jesse B[redacted] Angie’s List

May 18, 2016 Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. Peggy Richardson 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. 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.  I have attached the signed contract showing the agreement Mr. [redacted] made with Angie’s List for reference. We did attempt to work with Mr. [redacted] and make sure he saw the value in his advertisement.  In April, we offered extra product for free to help make sure Mr. [redacted] could see the benefit of our service.  However, at this point, Mr. [redacted]’s advertisements have been pulled in light of non-payment for services rendered.  We have not charged our standard early termination fee, but Mr. [redacted]’s company will not be available in category search results until the payment for services rendered is received. 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.  However, the $441.21 needed to bring his account current is for services rendered, and no additional refund will be offered for this contract. 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 find that this response/resolution is satisfactory to me as long as there are no penalty's/fees and the service agreement is terminated immediately.  
Regards,
 [redacted]

April 17, 2015   Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case #...

[redacted],                                  �...⇄ Thank you for bringing this complaint to our attention.  I’d like to first sincerely apologize to [redacted] for the frustration endured as a result of receiving unwanted phone calls.  I have confirmed that [redacted] has been removed from our call list.  We again are so sorry for this frustration.      Please tell [redacted] to let me know if he continues to receive any contact. I’m happy to address any further concerns.Thanks again for the opportunity to respond.    Please let me know if you need anything further.Kind Regards, [redacted]@angieslist.comAngie’s List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

June 9, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted], Thank you for bringing this updated complaint to our attention. We always appreciate the opportunity to give our side of the story regarding complaints filed against our company.  On January 27, 2014, just before the first contract signed went into effect, Mr. [redacted] received an email forwarded directly from our Trade Licensing department, clearly outlining Angie’s List’s policies in regards to Trade Licensing.  Part of that email states: “As you know, information on company profiles is primarily provided by the companies, including all license information. We ask all companies to attest to their compliance with all applicable licensing laws governing their trade(s), and their attestation is our initial means of determining licensing information and assigning a license status to a company. We then rely on general inquiries from employees, members and service providers, as well as our monthly randomized audit program to check the accuracy of companies’ license statements and any license details provided. We compare our department's program to IRS audits.”As Mr. [redacted] was made aware of this policy prior to first signing a contract to advertise, we do not feel that there was significant confusion or misinformation about this policy.  Similarly, though Mr. [redacted] did have conversations with us at many points expressing some frustration, he still chose to renew his advertising after a full year, signing a new one-year contract.Mr. [redacted]’s comments about our business practices are also incorrect.  Angie’s List provides a number of different ways to reach out to members for reviews, including our free Fetch program, which involves Angie’s List reaching out to mutual customers via email or phone to ask for reviews.  Mr. [redacted] is correct in pointing out my own mistake: we did not in fact waive the early termination fee for his other business.  Rather, we moved the date of cancellation back a total of two months, including one month as a response to his Revdex.com complaint, in light of any confusion.  We could find no evidence of similar confusion in regards to this complaint, so we will not make any further billing adjustments. I apologize sincerely for misunderstanding the situation involving [redacted], and for providing this incorrect information.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We did, however, deliver to the extent that our contract with him promised.  Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards, Jesse B[redacted]Angie’s List

November 3, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [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 any frustration she has experienced with our new website.   Ms. [redacted]’s review should be submitting to our new website without technical errors at this time.  Angie’s List has rolled over to a new website.  All members should have no problems submitting reviews or conducting searches on the new website.  If Ms. [redacted] is experiencing technical difficulties, Angie’s List IT will gladly look into Ms. [redacted]’s account to attempt to resolve any issue creating these errors.   Ms. [redacted] has contacted Angie’s List several times regarding this issue.  Ms. [redacted]’s account has been set up so it will not automatically renew.  If Ms. [redacted] wishes to renew her membership, she will have to do so manually.  Angie’s List has also issued a full refund for Ms. [redacted]’s membership fees already and advised Ms. [redacted] that we are allowing her to keep her membership at no cost with Gold level benefits for the remainder of her current membership term, which ends 3/31/2017.    Additionally, Angie’s List representatives have offered to assist Ms. [redacted] each time she has contacted Angie’s List to uncover any technical issues that may be causing the issues she has described.  Ms. [redacted] has declined this assistance and ended the call, chat, or email conversation with the representative.  I can certainly understand Ms. [redacted]’s frustration with this situation.  Erick Simpson emailed Ms. [redacted] yesterday to request additional information regarding the technical issues she has experienced.  Erick will gladly take the information Ms. [redacted] can provide to have our IT Department address the issues with Ms. [redacted]’s account.   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.
Statement "Mr. [redacted] was eligible to purchase a replacement offer through Angie’s List before his offer expired on 10/4/2015"  was never relayed at the time when I reached out Angie's list customer support and was told I can reuse the funds for another deal  Also the offer provided now "Extension of 30 days" is such way that I have to purchase another deal on my own and apply for reimbursement which is not acceptable and have already rejected that as I dont want to invest more money when I am fighting to get my original amount.  Acceptable offer to me would be to allow me to purchase another deal using the money I already spent and timeline of 30days would be fine. 
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. However, I do want to note that they, Angie's List, has promised this to me in the past as well on at least two other occasions. I appreciate their promise but don't put much weight in their word. Thank you. 
Regards,
[redacted]