Angie's List, LLC

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

Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed against our company.    I’d like to start by offering a sincere apology to Ms. [redacted] for any frustration or confusion regarding her membership.   Angie’s List has a 30 day refund window for automatically renewed membership fees.  Angie’s List has granted an exception and resolved Ms. Treichel’s request.  At this time, Angie’s List has refunded Ms. [redacted] her full $29.99, as she will be utilizing a free membership moving forward.   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

Angie's List has addressed this concern with this member and offered an amicable solution to ending their membership.  All memberships have a 30 day renewal grace period to request a refund.  An exception has been offered to this member to resolve their request.  At this time, the...

customer can follow up with the supervisor they spoke to if they would like to receive their pro-rated refund to resolve their request.

May 5, 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 the frustrations that she has endured. I also apologize, but I was unable to locate an active membership based on the contact information provided with this complaint. If Ms. [redacted] could provide additional email addresses, phone numbers, or street addresses to enable me to locate the account, I will be able to investigate further to see what we can do to help.  Alternatively, she could call in to our Member Care department for help locating the charge.  They can be reached at [redacted] We strive to provide top-notch service to our members. Again, we sincerely apologize for any frustration this caused, but I am unable to assist further without additional, alternate contact information. 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

November 10, 2015Re: 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 apologize to Mr. [redacted] for all of the frustration he has dealt with.On 4/30/2015, Mr. [redacted] 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.  However, despite the signed contract stating a 12 month contract, we have determined that statements made during the sales process could well have been misleading.  In light of this potential miscommunication, we are considering the contract canceled and waiving our standard early termination fee.  We have reached out to the [redacted] collections agency to inform them that no balance is owed.  In addition, we have removed [redacted] from our call lists and excluded them from category search, per Mr. [redacted]’s request.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We appreciate him bringing these concerns to our attention, and apologize for all of the frustration.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

November 10, 2014
 
Indianapolis Revdex.com
22 E. Washington Street
Indianapolis, IN  46202
Attn. [redacted]
Re: Complaint Case #
[redacted]
 
 
[redacted] 
 
Thank you for bringing these concerns to our
attention. We...

appreciate the opportunity to give our side of the story
regarding complaints filed against our company. 
 
On 8/18/2014, 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 cancellation fee, referenced in item 4, page 3 of
Mr. [redacted]’s contract.
 
Mr.
[redacted] spoke with his account manager regarding the advertising concerns he
references in this complaint.  His
account manager contacted supervisors to investigate the correspondence during
the sales process. We have done this again, upon receipt of this complaint. We
do not have any record of the ‘verbal contract’ he references. Mr. [redacted] received
the placement as described in his signed advertising agreement.  We do not promise providers specific results.
He will responsible for the cancellation fee.
 
In short, I sincerely apologize if we failed
to deliver to the extent of Mr. [redacted]’s expectations. We did, however,
deliver to the extent of our contract. 
 
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 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 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 any emails she may have received regarding her membership.   I can confirm that Ms. [redacted] contacted Angie’s List in October 2015 and requested to stop future emails from Angie’s List.  Angie’s List recently transitioned to a new website.  This transition also marked the release of our ‘Digital Pub’.  The emails that Ms. [redacted] refers to is the ‘Digital Pub’ and notifications of the changes to her membership, which is valid through and set to expire and cancel on September 13, 2016.  Angie’s List did not offer an option to unsubscribe from the notifications of the changes to memberships, as we felt it was extremely important for members with active memberships to understand their membership entails.  The ‘Digital Pub’ could not have been unsubscribed from in October 2015, as it was not available at that time.   As Ms. [redacted] has requested, I have taken the necessary steps to ensure that Angie’s List will no longer utilize her email address for communication.  I have removed Ms. [redacted]’s email address from her profile to avoid future email sends.  There are prepopulated email lists in place that could result in Ms. [redacted] receiving another email this week, however any email correspondence after this week should not be an issue for Ms. [redacted].   We are very sorry to see the miscommunication involved in this complaint, and we are sorry to lose Ms. [redacted] as a member as of September 13, 2016.  We would welcome Ms. [redacted]’s business in the future, and hopefully this response serves to clarify any misunderstanding.   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 3, 2017   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint response rejection to our attention. We appreciate the opportunity to respond to complaints against our company.   I would like to again start by offering a sincere apology to Ms. [redacted] for any confusion regarding her membership.   Ms. [redacted] did join Angie’s List on 5/9/2004.  I have confirmed that the credit card used for the original membership purchase and all subsequent automatic renewals of her membership were listed in her name.  Ms. [redacted] has also left reviews on companies she has used dating back to June 24, 2005. Ms. [redacted] agreed to automatic renewal on her account when she joined and had been automatically renewing her membership for a decade.  Ms. [redacted] requested to receive an email notification prior to each automatic renewal.  Angie’s List sends out the email notification roughly 30 days prior to the automatic renewal of her membership.  Ms. [redacted] emailed Angie’s List last on 3/30/2016 to request the cancellation and refund of her membership.    Ms. [redacted]’s account has been cancelled and refunded back to the original form of payment at this time.  Since Ms. [redacted] indicated that her card was compromised and a new card was issued by her bank, there should be no issues with refund being routed back to the same account under her new card.  If Ms. [redacted] has any issues locating the funds for her refund, she will need to contact her financial institution.   Ms. [redacted] is certainly entitled to her opinions of Angie’s List, however I would like to point out that the Fair Price Guarantee and Service Quality Guarantee were offered to Angie’s List members as benefit.  All Big Deals are governed by contracts with exact parameters for the service being offered.  If a company is not honoring the offer as written, it would not qualify for assistance through the Fair Price or Service Quality Guarantee.  The details and terms and conditions for these programs are available on the Angie’s List website.    Angie’s List is sorry to see such a tenured customer go.  Ms. [redacted] can keep in mind that Angie’s List does offer a new membership that is free that can be accessed online.   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 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 again respond to this complaint against our company. I apologize for the delay in my response.   I’d like to start by addressing the search issue Mr. [redacted] references. Please note that their company name has the & symbol between the words “[redacted]” and “[redacted].” When performing a search using their name, exactly as it’s typed on Angie’s List, Mr. [redacted]’s profile displays. I’ve attached a screenshot to show the results in the search I performed.   Mr. [redacted]’s profile on Angie’s list is a completely free listing. Angie’s List does not owe services to a provider with a free listing, especially a provider who has failed to pay Angie’s List for advertising services rendered. Also regarding Mr. [redacted]’s excluded profile, we do not list every business decision and step we take as a company in an advertising contract. The contract Mr. [redacted] signed indicates the advertising services Angie’s List will provide, in return for his payment for these services. At the end of the day, Mr. [redacted] failed to uphold his end of the agreement by not paying for the advertising services provided. If he has questions about the Angie’s List Service Provider agreement, he may refer to this on the Angie’s List Business Center website.   Please refer to Item 10 of the Service Provider agreement,that all Service Provider’s must agree to in order to use their business center profile. ” 10. Although Angie's List does not claim ownership of any SP Content or other communications or materials submitted by or given by the Company to Angie's List, by providing SP Content for the Website or other mediums, the Company automatically grants, and the Company represents and warrants that the Company has the right to grant, to Angie's List an irrevocable, perpetual, non-exclusive, fully paid, worldwide license to use, copy, perform, display, reproduce, adapt, modify, and distribute such SP Consent and to prepare derivative works of, or incorporate into other works, such SP Content, and to grant and to authorize sublicenses (through multiple tiers) of the foregoing.  In addition, by providing Angie's List with SP Content, the Company automatically grants Angie's List all rights necessary to prohibit the subsequent aggregation, display, copying, duplication, reproduction or exploitation of SP Content on the Website or in any other medium by any other party. No compensation will be paid with respect to Angie's List use of SP Content.  Angie's List is under no obligation to post or use any of SP Content or maintain SP Content.  Angie's List may remove SP Content at any time in Angie's List sole discretion.”   In short, Mr. [redacted]’s profile is in fact available through a direct name search. We will not be reconsidering our stance and Mr. [redacted] will need to follow through on Advertising payments in order to be reinstated into category/keyword searches.   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

angies list did call and let me cancel, the service with out the excessive early charge, now. we are very thankful. they also explained they are looking at these yearly contracts and may have month to month deals.. we may again try angies list one day if they should offer month to month and really explain to us what they can offer plus be sure we are showing up. or prove to us we are actually getting any leads. we don't understand why we cant rate angies list on google reviews.

Revdex.com:
Third party, legally binding arbitration is acceptable to me.  I can send all email communications in advance and follow up on phone for testimony.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

March 26, 2015 Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted] Thank you for bringing this complaint to our attention. We appreciate the opportunity to tell our side of the story regarding complaints brought...

against our company. As you may know, Angie’s List allows consumers to post comments regarding experiences they have had with area companies.  Angie’s List is a passive conduit for these comments, meaning the content is wholly supplied by our consumer members.  Because other consumers rely on the statements made by each member, 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, or experience which I am authorized to discuss. 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.  Specifically, Angie’s List does not act in the capacity of judge or jury. Rather we are a conduit through which information is allowed to pass. Thus, the court of public opinion is able to decide which argument has merit.  Ms. [redacted]’s company has posted a response to the review in question, to explain her company’s perspective. Ms. [redacted] supplied that response as a part of our Complaint Resolution Process. Angie’s List does not offer arbitration.  Ms. [redacted] has been in contact with representatives at Angie’s List regarding this situation. Angie’s List was notified on 2/9/15 that Ms. [redacted] intended to pursue litigation against a member because of their review. On 2/19/15, we contacted Ms. [redacted] to explain our policy against suing members because of their feedback, and advise her of possible penalties if she moved forward with litigation against a member because of a review. Ms. [redacted] was also provided with a copy of the Service Provider Agreement that she agreed to when registering her company on our website on 9/24/2012. When a company creates or claims a profile on Angie’s List, they must agree to the Service Provider Agreement before the website will let a company move forward.  Additionally, if situations like this arise, we contact service providers who may not be fully aware of our procedures to clarify any questions they may have. We feel it is important to make companies completely aware of our policies so they can make an informed decision as to how to proceed. This was clarified via phone conversation and email to Ms. [redacted] on 2/19/15.  On 3/17/15, we received a copy of Summons for Civil Court that had been initiated by Ms. [redacted] against the Angie’s List member because of her review. Because Ms. [redacted] was fully aware of our procedure and is moving forward with a suit in regards to an Angie’ List review, we proceeded with removing her advertising and Super Service Award, excluding her from category and keyword searches, and placing a notice on her company’s profile. On 3/20/15, we confirmed with Ms. [redacted] that this action had been taken by Angie’s List.  Because Ms. [redacted]’s company is moving forward with taking a member to court over an Angie’s List review after being warned of our policy, the exclusion penalties will not be removed at this time. If the company provides documentation that they have stopped the lawsuit against the member regarding the review, then they can reach back out to us one year from the date that the lawsuit is dropped. We will reevaluate their profile at that time regarding the exclusion. We cannot guarantee that the exclusion will be removed at that time, but our policies state that the company is excluded for a minimum of 1 year from the date the lawsuit is dropped. I find it regrettable that we left Ms. [redacted] feeling no other recourse than to complain to the Revdex.com. However, we believe that Angie’s List has followed appropriate procedures meant to ensure we stay as neutral as possible. At this time, Ms. [redacted]’s company will not be placed back in category and keyword searches, nor will the notice be removed from her company profile, nor will the Super Service Award be restored.   Thanks again for the opportunity to respond to this complaint, and please let me know if we can provide any further information. Kind regards,[redacted]Angie’s List

December 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 Ms. [redacted] for the poor experience dealing with our chat support. I also apologize for the poor customer service that Ms. [redacted] received when canceling her membership. Angie’s List memberships are backed by a satisfaction, money-back guarantee. Though our records from 2013 do not indicate that Ms. [redacted] sought to cancel her Home membership, and though she continued using it well into 2014, we still want to do right by our members.  Ms. [redacted] has honored us by being a member with us since 2008, and we are always happy to help our long-term members.  I have issued the refund for $47.20 back to Ms. [redacted]’s credit card. The refund was immediate on our end, but it may take a few business days to post to Ms. [redacted]’s account. I have also followed up with the direct managers of the representatives Ms. [redacted] interacted with to help improve our customer service.Enclosed in this complaint is my direct email address.  I would be happy to extend Ms. [redacted]’s membership by a year for free at our new Premium tier in light of the confusion and customer service difficulties.  I welcome her to contact me directly if she has any interest in this.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 [email protected]

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.
I will update my review of [redacted].  But I want Revdex.com to note my experience with Angie's List.
Regards,
[redacted]

April 14, 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 Mr. [redacted] for the frustration this has caused. Mr. [redacted] purchased a 5 year membership for $58.00 on 8/30/2010.  Per our membershipagreement, members have the right to a 110% money back guarantee on their current membership term if they are not satisfied with their annual membership.  Mr. [redacted] is in his final term (year) of his membership.  We have refunded 110% of this term back to him (prorated refund of $11.60, plus an extra 10% via check).  Additionally, this is not an updated policy.  This is the same policy that was in place in 2010.  I’m so sorry for any miscommunication or confusion on the policy.  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.   [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.
Now that the Revdex.com is involved they would like to honor what I was promised. The fact that they would not do this until after I contacted the Revdex.com is disappointing. As for paying a termination fee, I believe that should not be a requirement since I paid in full and have no outstanding balance owed them. At this point I feel as if im being cornered into a "accept this or get nothing" situation. They have my money, they want me to pay more money to end the contract, if I stay with them how can I believe I will be getting the service I payed for? As a small business owner I know advertising is a risk and no guarantees can be made on how much business it will generate.  $1808 may not be alot of money for big companies but for small ones it is. If the company who you trust to have your best interest in mind losses credibility at the beginning of your contract, how am I to believe other things will not change as time goes along?Is Angies List firm in its stance that it will not give a full refund on any contract including those that were misleading?
Regards,
[redacted]

January 18, 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 respond to complaints against our...

company.   On 8/3/2016, Mr. [redacted] started 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.    In light of any improper expectations or information experienced during the sales process, Angie’s List has cancelled his contract, waived his early termination fee, and waived any balance that was owed at the time of cancellation.  This was all completed on 1/17/2017.    It would also appear that Mr. [redacted] does not understand the eCommerce program he referred to as the ‘Big Deal’.  The Big Deal program is a lead generation program that allows service providers to offer a discounted service to members. This program is a great way for a member to build a relationship with a service provider and become a repeat customer for future business.  Each Big Deal offer is governed by a contract to pay Angie’s List a transaction fee for each offer/generated lead that sells.  Angie’s List does not charge a percentage of the job completed at the member’s home, only a transaction fee for the specific offer that sells.  This percentage varies based on the offer, but the 97% claimed by Mr. [redacted] is not accurate.  Mr. [redacted] never participated in the Big Deal program.   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

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. [redacted] never agreed to go back into advertising. [redacted] is an office admin and doesnt have that authority either. Just because an email is sent to someone does not mean they read it. It does not make me aware. this is unacceptable and the next step is, the fair trade commission. Thank you.
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. 
Regards,
[redacted]

October 17, 2016   Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted]   Thank you for bringing this complaint response to our attention.   I apologize for the frustration Mr. [redacted] mentions in his complaint.   As previously explained, Angie’s List is a neutral third party, a passive conduit for members to leave reviews on companies that they state they have had an interaction.  The review is the property of the member and does not violate any of the Angie’s List review requirements.  Angie’s List will not remove the member’s review in this situation.   I find it regrettable that we left Mr. [redacted] feeling he had no other recourse than to complain to the Revdex.com. We strive to provide top-notch service to all companies on our list.   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