Angie's List, LLC

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.
My concern is that the vendor is not responding to Angie's List nor me.  For me this is a fraudulent transaction if I can't get the service I paid for back in June 2017.  If Angie's List can only reach out to a non-responsive vendor, I want this noted on their record about how they help resolve issues with their vendors.

August 23, 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 first wanted to apologize for any frustration or misinformation in the past.  Mr. [redacted] is indeed a Silver member of Angie’s List, and as such is entitled to a $15 rebate on an ecommerce purchase made through Angie’s List.  I believe there was originally some confusion about this, as the request Chris G[redacted] received indicated Mr. [redacted] was inquiring about a promotional code, not an ecommerce rebate.  I have addressed this confusion with Chris G[redacted], who has contacted our Accounting Department to issue Mr. [redacted]’s $15 rebate.  These can take up to 20 business days to arrive in the mail.  Chris G[redacted] will be contacting Mr. [redacted] personally to confirm this information.  Any additional questions or concerns can be directed to Chris G[redacted] directly.   I find it regrettable that we left Mr. [redacted] feeling he had no other recourse than to complain to the Revdex.com.  We always aim to provide top-notch service to our members, and in this case we have clearly dropped the ball.   Thanks again for the opportunity to respond to this complaint.    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 resolution would be satisfactory to me.  Please ensure that our company credit card is either credited back the 35% early termination fee, or confirm that the our company credit card has not yet been charged the 35% early termination and that Angie's List has no further intention of doing so.  Thank you. 
Regards,
[redacted]

April 11, 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 apologize for the delay in my response. I first wanted to apologize to Mr. [redacted] for any frustration he has experienced while attempting to cancel his advertisement. On 11/11/2015, 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.  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.  In terms of the portion of his advertising term that already ran, his advertisement was running as he agreed, and this payment was due for services rendered.  We did not find that there was confusion about the need for multiple reviews for maximum exposure on the list.  As such, no refund will be offered for the advertisement’s initial period. 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.   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 17, 2015Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted] RichardsonRe: Complaint Case # 10712354[redacted], Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints filed against our...

company.  I’d like to start by offering a sincere apology to Ms. [redacted] for the frustration this process has caused. The agent who spoke with Ms. [redacted] did not correctly note her account with the information that she did not want to renew her membership, and thus she renewed automatically on 4/30/2014.  A glitch in our renewal system charged her again on 7/2/2015.  Both of these charges have already been refunded.  We certainly apologize for this immense frustration.  We will be happy to provide compensation for any overdraft fees caused by our error, and I am in direct communication with Ms. [redacted] to this end.  We have also offered to provide Ms. [redacted] with a free membership as an additional courtesy, though she has currently declined this offer.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.  This glitch certainly was something that Ms. [redacted] should not have had to deal with, and I am so sorry for causing extra stress to her.  We are happy to help make up for this in any way we can.    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 resolution would be satisfactory to me. 
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.How the money is distributed by Angie's List is not my concern. My membership status is not relevant. I  don't know why it is continually brought up. I paid for a service through Angie's List and it wasn't completed, end of story. I have no proof that the contractor received the $359 that I paid to Angie;s List if I had to go to small claims court.
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]

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]

February 9, 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.
Though we would have preferred to continue working with [redacted] as an advertiser on Angie’s List, we agree that we could have been more clear during the sales process and more responsive to issues raised by Mr. and Ms. [redacted] Although Mr. [redacted] signed an agreement with Angie’s List authorizing an early termination fee of 35% of the total contract value, we have decided to honor his requests by waiving this early termination fee and refunding all fees already paid. The [redacted] account manager did reach out to offer them other options for resolving these issues, but we never heard back. Therefore, we will process the refund and consider the contract canceled.
In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We did want to work with the [redacted] company to help resolve any issues and reasons for cancellation, but we will waive the early termination fee since Ms. [redacted] has made it clear they are not currently interested in 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 15, 2016       Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   [redacted],   Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story...

regarding complaints filed against our company.   I’d like to start by offering a sincere apology to Mr. [redacted] for any confusion or frustration.   Mr. [redacted] purchased a four-year membership to Angie’s List on July 9th, 2012.  All of our annual memberships purchased online default to automatically renew for one year at a time at the end of their originally purchased term.  I apologize, as I wasn’t able to find where Mr. [redacted] had asked to cancel his membership.  He also should have received numerous emails in recent months, both advising about the upcoming automatic renewal and letting him know that as a long-term member, he was receiving our new Gold membership (which sells for $99.99/yr) for his original price, which worked out to $3.12 per year.    However, we employ customer-friendly refund policies for situations such as this. Within 30 days of an automatic renewal, we are able to refund the renewal fees. I do see that an email agent of ours failed to refund Mr. [redacted] when he wrote in to complain about the charge, though it appears he did not contact us until after he had already filed this Revdex.com complaint.  I am following up with that agent’s supervisor to be sure they receive appropriate training.  I have refunded Mr. [redacted] his $3.12, which does mean that as of today he is no longer an active Angie’s List member.   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. We do now offer a free membership option if he 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

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 purchased this voucher THRU Angie's List. I expect Angie's List to protect consumers who deal with "difficult and less than honest merchants". . Otherwise, I could have purchased time with a house cleaner  anywhere else. (outside of Angie's List) I paid $199.00 to ANGIE'S LIST. NOT directly to the merchant. It is NOT my concern as a consumer that you paid the merchant before I even had my appointment. I am a paid Angie's List subscriber/member. I scheduled the appointment within the appropriate allowed timeframe the merchant requested. I was basically cheated out of about 200.00 dollars. What Angie's List did not state in their response to Revdex.com.. Is that they reached out to this cleaning company but the cleaning company NEVER RESPONDED to them. So now Angie's list is leaving their consumer out to dry. Angie's List needs to find a way to get in touch with the merchant and retrieve my money or Angie's List needs to refund me the money I paid THEM then go after the merchant to recoup costs. The work was NEVER done and I PAID for it to get done. The merchant STOLE MY MONEY. Taking money for a job and then not completing it is theft and Angie's list does not want to help??? Angie's List is basically leaving a paid subscribing member hanging out to dry. I would have no option left other than to sue this cleaning company in small claims court for a refund. What a nightmare thing to ask a PAYING member of your service to do! Why does it need to come to that? Why is it asking too much for Angie's list to step in and correct this. Do the right thing Angie's List and refund a loyal, paying subscribing member? I do not accept their response.

January 26, 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 confusion regarding her membership.   All of our memberships do default to an automatic renewal. Our auto renewal program was implemented as a result of member feedback indicating it would be convenient to renew without being required to call or mail in a request to do so. We acknowledge that with every improvement, we run the risk of offending a small portion of our members. Some people, caught off guard when their renewal goes through, clearly do not benefit from this intended convenience. Because of this, Angie’s List strives to make sure that each member has the opportunity to learn about the program prior to paying for a membership. We also email members prior to the renewal date to notify them of the upcoming charge.   Ms. [redacted] joined Angie’s List on 5/9/2004.  Ms. [redacted] agreed to automatic renewal on her account when she joined.  Her membership also informs her that her account will be automatically renewed on the date that ends her current term.  Ms. [redacted] emailed Angie’s List last on 3/30/2016 to request the cancellation and refund of her membership.  Ms. [redacted]’s account was cancelled, however the refund did not properly issue through our system.  I have notified our Accounting Department to issue Ms. [redacted]’s refund back to her credit card used to renew her membership.  Her refund should process through in the amount of $53.60 within the next few business days.   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 is satisfactory to me.  The refund I requested has already been deposited into my bank account.Forgive me if I sound presumptuous, but I would strongly recommend that Angie's List discontinue the Scorecard program.  It does in fact change their business model of acting as a passive conduit of consumer reviews into the role of active participant.  I thoroughly understand the requirements for the Scorecard as I have been in touch with my Angie's List sales reps on a regular basis and the project manager who was in charge before and after the roll out.  Scores are heavily weighted toward Angie's List advertisers who will 'pay to play' and have virtually nothing to do with the performance of the business.  
Regards,
[redacted]

July 2, 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 apologize for the frustration...

this process has caused Mr. [redacted]   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.  Members are required to attest to the review confirmation statement before submitting each review.  Without that unique attestation accompanying a review, it cannot be submitted to the website.  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 have processes in place if a company notifies us that they do not recognize the name and 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 confirm that review at the request of the service provider.  We did reach out to the reporting member on 6/25/15 at Mr. [redacted]’s request.  The member confirmed to us that their review was intentional, and verified the contact information for Mr. [redacted]’s business as matching the description of the company the member intended to review.  In light of this, we will not be removing the review in question. I find it regrettable that we left Ms. [redacted] feeling no other recourse than to complain to the Revdex.com. Mr. [redacted] is welcome to avail himself of several methods Angie’s List offers to service providers for free to help members hear from their satisfied client base.    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 B[redacted]Angie’s List

July 15, 2016
Indianapolis Revdex.com
22 E. Washington Street
Indianapolis, IN 46202
Attn. [redacted] Re: Complaint Case # [redacted]
[redacted]
Thank you for bringing this update to our attention. We appreciate the opportunity to respond.
I have been in direct communication with [redacted], and have explained our policies to him. I find it frustrating and unfortunate that [redacted] appears to have received misinformation from another source; however, it should be self-evident that the manager at Angie’s List who oversees our ecommerce refund policy would have better and more accurate information than another party. Despite any misinformation to the contrary, we typically do not offer refunds for deals purchased years ago. After the expiration date of a deal, the member retains only the paid value as a voucher for the specific service provider who offered the deal.
However, we value [redacted]’s membership and would love to make an exception to our standard policy by helping him swap the deal out with a current offer, even one in a totally separate type of work. [redacted] has declined my personal assistance with finding a replacement offer, but he should still have my personal contact information. I remain hopeful that he will let me know of any current needs so that I can help him replace his offer. Until that point, [redacted] is welcome to work directly with [redacted] the service provider, to realize the paid value of his ecommerce voucher.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Had I not told the person who enrolled me last year that I did not want to be automatically renewed I would accept this.  As of this date  I have received no refund from Angie's List nor any communication as to why this has not been processed.  I could not/would not recommend this company to anyone as they do not have the ability to give you the information that you are trying to find in Muskegon, Michigan from Indiana.  I have given up on getting this money back but do want others to know what they are dealing with.  This business was once owned by a local woman in Grand Rapids, Mi.  and it has gone steadily down hill since.
Regards,
[redacted]

October 23, 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...

tell our side of the story regarding complaints filed 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 my responsibilities under the Angie's List Membership Agreement, and 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, and am not in any way related to the service provider in this review.
 
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. Mr. [redacted] company has posted a response to the review in question.
 
We do have processes in place if a service provider notifies us that he or she does 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. 
 
Mr. [redacted] has been in contact with representatives at Angie’s List regarding this situation.  On 10/16/2014, a representative initiated the reconfirmation process. On 10/17/2014, we contacted the member, at the service provider’s request.  As of 10/23/2014, the member has not responded yet. However, we will not remove a review at the request of a service provider. We encourage service providers to reach out to the member in a professional manner, to clarify their perspective. They can do so using the name and address provided through our website.
 
I find it regrettable that we left Mr. [redacted] feeling no other recourse than to complain to the Revdex.com. 
 
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

June 25, 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 repeated frustration she has experienced. Ms. [redacted] is absolutely correct that she communicated clearly with us about her updated needs regarding her roof and gutters.  It seems as though after her first request for a refund, we sent a link to our refund request form on May 3rd.  We never saw a response to this link, so it may have been redirected to a spam folder.  Regardless, she had communicated her desire for a refund well inside of our 30 day window.   Ms. [redacted] emailed us several times to request her refund, and received incorrect information each time in her answer.  Though I am happy to see that she did receive her refund prior to our receipt of this Revdex.com complaint, even in the email acknowledging the refund our representative claimed this was an exception to our 30-day refund policy.  As Ms. [redacted] notified us in a very timely manner of her need for a refund, this was incorrect.Angie’s List strives to provide top-notch service to our members.  We have clearly failed our member in this situation.  I am pleased that we did finally refund her for this Big Deal, but I would plead with her to give our service another chance, as I know we can do much better than she has experienced.  I hope that Ms. [redacted] allows us a chance to earn back her trust.  To this end, I have refunded the total amount she has paid for her membership, and also extended her membership for free.  She will not see a membership renewal until June 25, 2016We will be following up with all of the representatives she communicated with in this matter, as more training seems necessary.I further invite Ms. [redacted] to contact me directly if she has any other concerns that I can help address.  My contact information is below. Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards, [redacted]@angieslist.com317.396.[redacted]Angie’s List

April 8, 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 clarify anything that might not have been addressed previously.  On 1/20/2015, Mr. [redacted] agreed to advertise with Angie’s List for one year per the previously 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.   Mr. [redacted] was in communication with representatives discussing cancellation of his advertising. After investigating this matter, we determined that a refund for two weeks of advertising would be issued to Mr. [redacted].  The refund was deducted from Mr. [redacted]’s company’s cancellation fee, reducing the cancellation fee balance to $1677.35. As we previously stated, Mr. [redacted]’s company is responsible for this remaining balance. That balance has been sent to the collections agency we work with, [redacted], which Mr. [redacted] must contact directly to pay the balance owed. Their phone number is 877-[redacted] We strive to provide top notch customer service to members and service providers alike and regret that a consumer was disappointed with his experience with Angie’s List. We delivered to the extent of our contract. Angie’s List and Mr. [redacted]’s company have a binding agreement, and just as we have acted in accordance with our obligations, so must Mr. [redacted]. No additional refund will be given.     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