Angie's List, LLC

July 12, 2016     Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted],   Thank you for notifying us that this complaint resolution was not satisfactory to Mr. [redacted]. We appreciate the opportunity to respond to complaints filed against our company.    On April 18, 2016, Mr. [redacted] electronically agreed to advertise with Angie’s List for one year. 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.   Upon receipt of this complaint, we did review the sales process for this company.  We did not find any wrong doing and found that Mr. [redacted] was not mislead nor guaranteed leads. We also explained the 12 month agreement and the 35% early termination fee while going through the sales process.   In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List and felt that they had no choice but to contact the Revdex.com in this matter. Regardless, Mr. [redacted] was made aware of the contractual agreements beforehand and because of this, we will not be issuing a refund for services rendered. Angie’s List has already cancelled the advertising contract Mr. [redacted] agreed to and has waived the 35% early termination fee.   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 21, 2014   Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case #[redacted]  [redacted],  Thank you for bringing this complaint to ourattention. We appreciate the opportunity to give our side of the storyregarding...

complaints filed against our company.  On September 22, 2014, Mr. [redacted] agreed toadvertise with Angie’s List for one year per the attached agreement.   Thoughyou may notice he did not sign the paper contract, Mr. [redacted] did agree to theterms electronically on 9/22/2014. Before Angie’s List will publish anadvertisement, we require each prospective advertiser to sign a contractoutlining the services Angie’s List will render, the relevant categories andthe ad rate a service provider must pay for these services. Each contractincludes a standard cancellation fee. That information is found under the termsand conditions on their advertising agreement. Upon receipt of this complaint, we listenedto the recordings of phone calls that Mr. [redacted] had with his advertisingrepresentative to initiate his advertising contract.  During the process, Mr. [redacted] raisedquestions over the possibility of not getting calls from our members, and thecancellation process and fee was explained in detail. Additionally, Mr. [redacted]has been contacted by his current account manager to discuss the account, withno response from Mr. [redacted]. Because Mr. [redacted] agreed to the terms of theattached contract, he is liable for the rest of the contract, as agreed to. If Mr.[redacted] would like to make updates to his advertising or request to cancel it,he must contact his account manager directly to make any changes.   In short, I sincerely apologize if we failedto deliver to the extent of Mr. [redacted]’s expectations. We did, however, deliverto the extent of the existing contract. Angie’s List and [redacted]have a binding agreement, and just as we have acted in accordance with ourobligations, so must Mr. [redacted].      Thanks again for the opportunity to respondto this complaint. Please let me know if we can provide any furtherinformation.   Kind regards,    Anna [redacted]Angie’s List

September 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.   We certainly take Mr. [redacted] and his concerns very seriously and have been working with him directly to find an amicable solution for both parties. As of September 14th, Mr. [redacted] has held discussions with his Client Success Representative, Chase B[redacted]. Mr. [redacted] and Chase B[redacted]r were able to determine that Mr. [redacted] truly needs his own zip code, [redacted], included in his advertising.  Due to any misunderstanding during the sales process that Mr. [redacted]’s zip code would be included in his advertising, Angie’s List has elected to add the [redacted] zip code in to Mr. [redacted]’s advertising area at no additional cost to Mr. [redacted] for the duration of his contract.   In short, I sincerely apologize that this customer has been disappointed with their experience with Angie’s List. We hope that we can avoid any frustration as we continue to work together.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse 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 response/resolution is satisfactory to me. 
my correspondence with colleen c[redacted] was only in ine day when I called and complained where she initially rejected any further offer and got back to me with 30 day option on same day right after I opened complaint with Revdex.com . Initially she was reluctant to help at all and said I have no other option than reaching out to vendor and working directly with them.I have no contact details of colleen and she never tried reaching out to me later.As I mentioned earlier I am not going to inveat more money than what I have mistakenly did early . Thank you Regards[redacted]   Regards,
[redacted]

December 5, 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 frustration with his membership, including any emails he may have received that were unwanted after his attempts to unsubscribe.   I have taken the necessary steps to ensure that Angie’s List will no longer correspond to him using his email address.  There are prepopulated email lists in place that could result in Mr. [redacted] receiving a few emails within the next week, however any email correspondence after this should not be an issue for Mr. [redacted].    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 M[redacted]Angie's List

May 25, 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 Ms. [redacted] for any frustrations or concerns regarding her membership, including her recent experiences calling in to our customer support.Ms. [redacted] is correct that she paid $59.98 for a four year membership on 5/12/16. However, due to a technical error on our end, this was not displaying correctly on her account. Ms. [redacted]’s account was updated to reflect the four year membership correctly on 5/18/16, but we also received both an email and a chat request from Ms. [redacted] to cancel the membership and refund the payment later on that same date. Prior to Angie’s List receiving this Revdex.com complaint, the renewal fee of $59.98 was refunded in full per Ms. [redacted]’s request. This refund was processed on 5/18/16 and is immediate on our end, but it may take a few business days to post to Ms. [redacted]’s account.I have followed up with the direct managers of the representatives Ms. [redacted] interacted with on her recent calls to us to help improve our customer service.  A supervisor of Member Care, Erin M[redacted], has also reached out directly to Ms. [redacted] to apologize for the frustrations and provide her direct phone number and email address, in case we can be of any further assistance. As a further apology for the frustrations and any miscommunication, we have extended out Ms. [redacted]’s Premium membership for free for one year.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 sincerely 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, Jesse B[redacted]Angie’s List

November 11, 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 respond to complaints against our company.  I first wanted...

to extend a sincere apology to Ms. [redacted] for all the frustrations she has had during her time setting up an advertisement with us.Ms. [redacted] has been in contact with management and we have adjusted her contract to match the expectations she was given.  It is our understanding that Ms. [redacted] is happy with the way we have resolved this situation.  If there are further concerns that we can help her with, we are happy to do so.In short, I sincerely apologize that this customer has been disappointed with their experience with Angie’s List. We thank her for bringing her concerns to our attention, so that we could take steps to make amends for the problems experienced.  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.
Regards,
[redacted]           I reject the offer. I appreciate ms [redacted]'s attention however  she is a spokeswoman for angies's list who is looking at blackand white and really has no earthly idea what's been said---vocally promised or what has gone on the last year between angie's list and kirby  painting.         First of all  not one thing that I was told on the contract was done.   I cancelled this contract late april and it never went anywhere close to june so I have no idea what  she is talking about.  BY the way june just started to day so I don't owe anything for it . I understand ms [redacted]  probably meant may but I don't owe angie's list for that either but i'm just pointing this out to show that everything was handled carelessly and unprofessionally      Once again I truly believe that this is a form of extortion . They want me to pay them  an amount of money to put me backon a website that i've been on for free for years. With all due respect I believe they  owe me. I plan to file in small claimscourt no later than june 10th and I fully intend to send a copy of my beliefs to the attorney general's office and insist that theyinvestigate angie's list for criminal behavior based on the information I will provide.                                                                                  thank you,                                                                              [redacted]                                    feel free to contact us if you need any more  information

April 6, 2016
Indianapolis Revdex.com
22 E. Washington Street
Indianapolis, IN 46202
Attn. [redacted] Re: Complaint Case # [redacted]
[redacted],
Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed...

against our company.

I’d like to start by offering a sincere apology to Ms. [redacted] for any frustration with her membership, including dealing with recent high call volume when calling in to our customer support.
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.
Although Ms. [redacted] would have been told about the automatic renewal on her membership when she called in to renew in 2013, we Angie’s List memberships are backed by a satisfaction, money-back guarantee. I have issued the refund for $20.00 back to Ms. [redacted]’s credit card.
I was not unable to find details of any problems Ms. [redacted] had with service providers found via our list. We would welcome any feedback about individual service companies so that she could warn other members about her experience. We also have a complaint resolution process that we could have used to help resolve any issues she had.
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,
Jesse B[redacted] Angie’s List

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

April 18, 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 the delay in my response.I’d like to start by offering a sincere apology to Mr. [redacted] for any frustration he experienced.It looks like Mr. [redacted] signed up for an Angie’s List membership on 3/23/2015 to look into providers.  The annual membership he opted for online does default to automatically renew.  However, we employ customer-friendly refund policies for situations such as this. Mr. [redacted] contacted us via email on 4/9/2016 to request the cancellation of his membership and refund of his recent renewal fee which was processed on 3/23/2016. His account was cancelled as requested on this date and a refund of $9.99 was issued back to his credit card.While the credit card that we have on file for Mr. [redacted] does not appear to be expired, our membership agreement does state that we use an automatic renewal and will work closely with banks to use the most up-to-date credit card available. As Mr. [redacted] requested, I have removed the payment information on file from his account and confirm his account has been cancelled since we received his initial request on 4/9/2016.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. 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.  Jesse [redacted]Angie’s List

August 1, 2016     Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this customer’s response to our attention. We appreciate the opportunity to respond to complaints...

against our company.   On 8/1/2016, Angie’s List cancelled Mrs. [redacted]’s contract to advertise with Angie’s List and has agreed to waive our standard Early Termination Fee of 35% of the contracted amount, which is included in every signed contract. To further clarify, Mrs. [redacted] does not owe Angie’s List any funds at this time.   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.  We would love the chance to earn back Mrs. [redacted]’s trust in the future and work with them again.   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

December 28, 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.   The Angie’s List Super Service Award honors excellence among service and health pros who maintain superior service ratings and reviews on Angie’s List.  The award is a prestigious, annual distinction and is intended to recognize the best-in-class providers who demonstrate trustworthy and consistent high-levels of customer service from the past year and overall.   Only the top 5% of providers in each designated category in each market are eligible for the award.  There are several minimum criteria that are considered.  The provider must maintain an average GPA of 3.5 for their overall grade with Angie’s List.  The provider must maintain an average GPA of 3.5 for their recent grade from their reviews over the last three years with Angie’s List.  The company must be in good standing with Angie’s List and have received at least three work performed reviews from members in the designated category from November 1, 2015 to October 31, 2016.    Angie’s List does maintain four award acceptance requirements.  Our members expect the best, therefore there are minimum credential requirements to have the opportunity to claim the award through our acceptance process.  The provider must have a current, passed background check on file.  The provider must record an honest and current trade license attestation.  We expect providers are appropriately licensed for all of the services they provide in all of the areas they service.  The provider must stay in good standing with Angie’s List (no exclusions).  The company must complete the basic, required profile information as a minimum.   This is great news for Mr. [redacted]!  He doesn’t have to make any monthly payments or be an advertiser with Angie’s List to accept the Super Service Award, for which he has been nominated!  I’m not sure why he has submitted a complaint to the Revdex.com at this time, as the complaint expressed does not exist.  The acceptance of the Super Service Award is 100% FREE to all nominees.    We strive to provide top notch customer service, and we regret that Mr. [redacted] felt that he had no recourse but to turn to the Revdex.com.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted] Angie’s List

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 appreciate the opportunity to respond to complaints against our company. I first want to take the chance to apologize to Mr. [redacted] for any confusion and frustration.  Mr. [redacted] is correct that I accidentally wrote “June” rather than “May” in reference to when his ads ran.  I have further reviewed the conversations Mr. [redacted] had with Angie’s List representatives.  As there is a chance the contract was not cancelled as early as Mr. [redacted] intended, we will consider the cancel date to be April 23rd even though the ads actually ran through May 12th. The outstanding balance for services rendered is therefore reduced to $64.13.  I apologize again for my mistake, and thank Mr. [redacted] for pointing this out.  We have been willing to waive our early termination fee.  We have also waived the last two weeks’ worth of advertising fees.  It is true that companies are not required to pay for advertising to show up in search results; however, they are required to pay to resolve contracts that they signed with Angie’s List.  As we held up our end of the contract, we ask that Mr. [redacted] upholds his obligations.  Once this balance is paid, [redacted] Painting will once again be available in category searches.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

Angie's List is sorry that an amicable solution could not be reached regarding this complaint after yesterday's correspondence with the customer.  Angie's List has turned this customer's debt over to a third party at this time.  The customer will need to address their concerns with the third party vendor.