Angie's List, LLC

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 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.

Revdex.com:
 Thank you very much for your assistance in this matter.  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.  In regards to the complaint, I faxed three times but the the fax did not go through because it was disconnected. I used the Contact Us page to send e-mails prior to 4/12/2017, which Angie's List apparently did not get either. I received a response on Twitter on 4/12/2017 with no resolution.  The e-mail I used to contact them on 4/12/2017 took a lot of detective work to find it.    
Regards,
[redacted]

October 13, 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 appreciate the opportunity to respond to complaints against our...

company.   I apologize for the frustration Mr. [redacted] mentions in his complaint.   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 member in question.  The member did not respond to indicate if the review was for the correct company or not.  Our policy, as a passive conduit, is to leave the review on the company the member initially stated they had an interaction.    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

August 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 respond to complaints against our...

company.   On 6/4/2016, 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 frustration or poor customer service, Angie’s List will consider Mr. [redacted]’s contract to be terminated effective the first time Mr. [redacted] expressed a desire to cancel his advertisements, which Angie’s List has documented as 7/18/2016.  We have also agreed to waive the 35% early termination fee.  Since Mr. [redacted] had paid for advertising and the early termination fee after his cancellation request, Angie’s List has issued a refund for the early termination fee, the charge for the month of August, and a portion of July.  These refunds total $953.64 and were returned to the credit card Mr. [redacted] has on file with Angie’s List.   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 B[redacted] Angie’s List

January 15, 2015 Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case # [redacted],  Thank you for bringing this complaint to our attention. We appreciate the opportunity to give our side of the story regarding complaints...

filed against our company. On 11/20/2014, Mr. [redacted] agreed to advertise with Angie’s List for one year per the attached agreement. Though you may notice he did not sign the papercontract, Mr. [redacted] did agree to the terms electronically on 11/20/2014. 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.   Upon receipt of this complaint, we investigated the correspondence that Mr. [redacted] had with Angie’s List representatives. Although Mr. [redacted] ultimately agreed to the attached contract, based on the statement in this complaint, it does not sound like the Ad Sales representative fully reviewed the cancellation policy and feebefore Mr. [redacted] agreed.  Because of this, we have waived the cancellation fee due to possible miscommunication in the sales process.    We strive to provide top notch customer service. I sincerely apologize that we have failed to deliver to the extent of Mr. [redacted]’s expectations.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards,  [redacted]Angie’s List

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.I am requesting a copy of the monitored phone calls pertaining to this agreement. The agreement provided by Angie's List is one of many "revised" agreements they sent over. There is a factual breach of contract by Angie's List on more than one count as stated in California Advertising Law Sections: 17500 and 17500.5. Angie's List wrongfully sold their advertising services by stating that there are limited spots available and projecting % increase in ROI. Angie's List used case examples of how they've increased the ROI of similar business with similar ad spend. Angie's List records their calls and monitors account activity. With further investigation it will be very simple to prove that the ROI examples and false statements that businesses offer $100K for keywords and areas are an unlawful way to persuade businesses to advertise with Angie's List. Sending an agreement that has been revised multiple times should not protect Angie's List unethical and unlawful practice to sell advertising with tactics of manipulation, persuasion and pressure. By gaining access to our phone encounters we can easily determine whether these statements are factual. Angie's List should not sell advertising spots based on ROI, increased business and false confidence and get away with it by a fine print agreement that is overruled by existing advertising laws. You can't perform an unlawful act and protect yourself with fine print. Angie's List needs to take responsibility for their false statements made during the conversation to persuade me into advertising at 1:00AM my time. Even if the ROI conversation was to be "vague," not receiving a single lead from a month to two months of advertising after all the false promises made is unjust. Regards,[redacted]

October
30, 2014
 
 
 
Indianapolis
Revdex.com
22
E. Washington Street
Indianapolis,
IN  46202
Attn.
[redacted]
Re:
Complaint Case # [redacted]
 
[redacted] 
 
Thank
you for bringing this complaint to our attention. We...

appreciate the opportunity
to give our side of the story regarding complaints filed against our
company. 
 
I’d
like to start by offering a sincere apology to Ms. [redacted] for any frustration regarding
our auto renewal program. This 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. The following notification appeared on the online
“Join” page that Ms. [redacted] used to sign up for a membership through our website
on 10/23/2012:
 
Continuous
Service Membership: To ensure uninterrupted service, all Angie's List
memberships are renewed automatically, using the credit card on file. All of
our annual memberships are renewed at the current membership rate on the first
day of the month in which the current membership term ends, while monthly
memberships are renewed at the current membership rate on the date in which the
current membership term ends. You may cancel at any time. Annual memberships
are backed by our 110% money back, satisfaction guarantee. Sorry, no refunds
for monthly memberships.
 
Additionally,
this information is included in the welcome packet that is sent to the member’s
home after signing up. 
 
Ms.
[redacted] contacted us via phone on 10/29/2014 requesting cancellation.  After that phone call, her account was set to
not renew in the future. I have refunded the cost of her membership, in the
amount of $39.00. I apologize; it looks like the call was disconnected before
the representative she spoke with was able to explain the available options. We
do have alternatives to automatic renewal, including reminder emails and paper
billing.
 
I
find it regrettable that we have failed Ms. [redacted]. We strive to provide top-notch
service to our members. I hope that Ms. [redacted] will give us the opportunity to
win her confidence back in the future. 
Again, we sincerely apologize for any frustration this caused.
 
Thanks
again for the opportunity to respond to this complaint. Please let me know if
we can provide any further information. 
 
 
 
[redacted]
Angie’s
List

June 24, 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.  Mr. [redacted]’s comments about our business practices are incorrect.  Our Fetch program is free, and is available to advertising companies and non-advertising companies alike.  We can find no evidence that information about this was presented in any misleading way. Mr. [redacted] is clearly still disappointed and unhappy with our responses.  We always want to do our best to satisfy any customer.  However, we did deliver to the extent that our contract with him promised, and have not changed our position regarding a potential refund. No further refunds or considerations will be granted in this case.Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.  Kind regards, Jesse B[redacted]Angie’s List

August 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 respond to complaints against our company.   I apologize for...

my delay in responding to this complaint.Mr. [redacted] account manager has been in contact with Mr. [redacted] to apologize for any miscommunication and misunderstandings.  We value our relationship with Mr. [redacted] business, Junk Eco, and we are working with Mr. [redacted] directly to find ways to increase Junk Eco’s exposure to members.  To the best of our understanding, Mr. [redacted] is willing to let us help with his advertisement, and is no longer seeking to cancel his advertising agreement.  I would be happy to assist if this information is not correct or if there are any updated issues for us to look into.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.
 look up [redacted] for my account. You terrible page doesnt have an account number or anything else so try that. 
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.
Angie's list is correct that they are not directly responsible for the landscapers service, but they are responsible for having downgraded me from 8 to 4 hours of work after the fact without consulting me as per my lawyers advice. That was a direct order from angies list to the landscaper while they were on site. When I asked to speak to the supervisor for an explanation from angies list they told me to call them after. Angies list is directly responsible in this case, and made a decision that impacted my service without verifying what I was entitled to under my "landscaping" purchase vs "tree service" they gave me at reduced hours. Had it been a tree service the provider should have at least had a ladder or 2 and a chain saw to trim branches that were more than 1" thick.
Regards,
[redacted]

July 11, 2016   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 apologize for the delay in my response. Ms. [redacted] originally contacted Angie’s List on 5/17/2016 informing us that the service could not be fully completed due to the paint chipping on her deck. As a member based service, Angie’s List offers service providers, who have earned high grades, the opportunity to advertise through coupons and ecommerce on our website. The Angie’s List Big Deal is a voucher for services from the provider that it is purchased with. Once work has been started, the provider is responsible for all funds paid for the service, regardless of Angie’s List percentage take. Angie’s List keeps a percentage of the service voucher because the services offered are marketed directly to our members. The provider is paying for exposure and is responsible for the interaction on the job site, the quality of their work, and the customer’s satisfaction with the service. While I do understand where Ms. [redacted] is coming from, our normal procedures were followed correctly and [redacted] had the opportunity to follow through on the full refund amount of $549. Unfortunately, they were not agreeable to this and refunded her $356.85.  Despite our normal procedures, we have agreed to refund Ms. [redacted] the $192.15 she’s requested. Ms. [redacted] has been a loyal member and we understand her frustration regarding this situation and are willing to make an exception. I have submitted this request to our Accounting team and this should be processed back to her payment method within 3-5 business days.  I find it regrettable that we left Ms.[redacted] feeling she had no recourse but to contact the Revdex.com. We always want 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 B[redacted]Angie’s List

December 19, 2014    Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case #[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.  I’d like to start by offering a sincereapology to Mr. [redacted] for the frustration this process has caused.  Mr. [redacted] purchased a Big Deal throughAngie’s List on 11/25/2014 from [redacted]
[redacted]. The Big Deal was $99 for up to 2 hours of door maintenance.If additional work is needed, additional costs associated with those repairswould be relayed to the customer to determine whether or not to continue withthe job. Additional costs would be paid directly to the service provider, notto Angie’s List. Angie’s List is unable to refund money paid directly to anothercompany.  However, we contacted theservice provider on Mr. [redacted]’s behalf, and received confirmation that[redacted] will refund the charge to Mr. [redacted].  As requested, I have issued a refund for thecost of Mr. [redacted]’s annual membership. A total of $20.88 was refunded back tohis credit card. I have left his membership active, so he will have free accessto use his account for the remainder of the membership term, until 6/18/2015. I find it regrettable that we left Mr. [redacted]feeling he had no recourse but to contact the Revdex.com. We strive to providetop-notch service to our members.     Thanks again for the opportunity to respondto this complaint. Please let me know if we can provide any furtherinformation.   Kind regards,    [redacted]Angie’s List

We have been in contact with this customer to resolve this complaint.  At this time, the customer has received their refund and the complaint has been resolved.  We look forward to maintaining a great relationship with this customer and continuing to serve their needs in future.

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 to our attention. We appreciate the opportunity to clarify anything that might...

not have been addressed previously.   On 12/28/2016, 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.    Mr. [redacted] was in communication with representatives discussing his advertising, as well as an additional program Angie’s List offers for eCommerce opportunities.  Mr. [redacted]’s company did not qualify to start running offers in our eCommerce programs when he initially started his advertising campaign.  Due to this issue, Mr. [redacted] cancelled his contract and disputed all charges associated with his contract.  Some of the charges disputed were for services that had been rendered.   After reviewing Mr. [redacted]’s complaint, Angie’s List will waive the early termination fee since Mr. [redacted]’s request to cancel was made within 30 days of starting his advertising campaign.  This has been addressed with the collections company Mr. [redacted]’s debt currently resides with.  Angie’s List will not waive the amount owed for services rendered in the amount of $21.  Mr. [redacted] can resolve this debt with the collections company directly.   We strive to provide top notch customer service to members and service providers alike and regret that the 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].   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.Mr. [redacted],Thank you for your explanation of Angie's List position on my complaint.   Your company is a valuable resource for both small businesses like my own, and to your membership.   Reviews by Angie's List customers that have used our services, good or bad, help potential future customers for our services decide on whether to use [redacted].    Likewise this exchange, will shed light on how you conduct business with a business that signed up for an advertising agreement with Angie's List.The facts, backed by numerous emails and phone conversations between Angie's List and [redacted], are the following: - The Angie's List sales rep told me I would have national exposure in your 54 markets.  He mentioned this on the phone and in 3 subsequent emails to me after the advertising contract was agreed upon.  In discussion, your sales rep referenced multiple times, an AL advertiser, a competitor to our own services, as an example of how our service would appear in all of Angie's List local markets.   In phone conversation, I told the sales rep I did not need an advertising service for the local St. Louis market, but would agree to a contract if national exposure was given, with the same agreement as between Angie's List and my competitor.- The national presence for our company did not happen.  Your account management team for my account then suspended the advertising contract for 2 months while it worked with Angie's List operations to provide my company with the advertising exposure agreed upon.   They told me the problem was fixed, restarted the contract, but then said the service would only be available if I met certain conditions, which I met.  Then I was told that Angie's List upper management was changing its model for these type service agreements, was moving away from giving small business a national exposure if they did not have local presence.   However, the national exposure DID WORK for 2 weeks.   The account management team was surprised.   Then after 2 weeks, it stopped and was not resumed.   - Then the account team offered [redacted] an advertising arrangement for 5 Midwestern Markets (Chicago, Memphis, Des Moines, Kansas City and St. Louis) and that the service would be turned on by October 22nd.   This did not happen, either, by October 22nd.- The account management team agreed to refund my last 2 months of service, and waive cancellation charges.  I received only 1 month's refund and cancellation charges were waived.   The result is that I paid approximately $1,435 for a promised service that was available for only 2 week out of the past 8 months.- Angie's List does not give small business advertisers access to its billing department, operations, or upper management.  All communications goes through the account team, and the account team, though a customer advocate, really has little power in this instance of giving the customer what Angie's List initially promised. If you agree to lease a BMW automobile, expecting BMW quality, but instead receive Yugo service and performance, I think you would be dissatisfied and expect a refund.     
Regards,
[redacted]

July 24, 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 frustration this process has caused. Ms. [redacted] purchased a Big Deal from [redacted]e on 3/17/15.  It appears as though immediately after the purchase, this provider let Ms. [redacted] know that they had some availability issues, but at first Ms. [redacted] was content to wait for them to be available and the ground to thaw.  Ms. [redacted] reached out to Angie’s List asking for a refund on her deal on June 12th.  Over the course of that week, we reached out several times to offer various solutions to her problem, in light of the fact that she contacted us outside of our 30 Day Refund window.  It does not appear that Ms. [redacted] responded to our call or emails during that time.I apologize for any poor customer service provided by our call center agent who answered Ms. [redacted]’s call on July 22nd.  Though she was correct to remind Ms. [redacted] about our 30 Day Refund Policy, this should not have been conveyed as a flat rejection of the possibility of a refund.  Indeed, early in the morning on July 23rd, a supervisor made an exception to our policy and issued a refund of $299.00 back to her credit card.  We have called and emailed Ms. [redacted] to confirm that this refund has been processed, prior to receipt of this complaint.I apologize again to Ms. [redacted] that she had this poor experience with her Big Deal. We strive for top notch customer service, and we have clearly failed in terms of our communication on this matter.  In the future, we can often help with scheduling problems and other frustrations, and our 30 Day Refund Policy exists primarily to encourage members to let Angie’s List know of problems before they become too large to overcome.  We hope to continue assisting and serving her in the future.  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

Angie's List has been in contact with this customer and will continue to offer the assistance that has been offered for their Big Deal purchase.  The customer purchased an offer with a service provider through the Angie's List platform.  Their purchase is with the service provider. ...

Their complaint would be best suited to reflect on the service provider with whom they purchased the offer.

November 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 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 difficulties in pursuit of his Big Deal refund. According to our records, Mr. [redacted] contacted us on 11/11/2016 to ask for assistance with his purchase, which was made on 10/10/2016. All Angie’s List eCommerce purchases have a 30 Day Refund Guarantee.  All members must request a refund within 30 days of purchase. Mr. [redacted] was contacted on 11/15/2016 regarding his request for a refund outside of 30 days.  Mr. [redacted] responded to the initial email sent on 11/22/2016.  Unfortunately, the representative assisting Mr. [redacted] was off for vacation time preceding the Thanksgiving Day holiday weekend, which resulted in Mr. [redacted] not receiving a follow up email.  I have reviewed Mr. [redacted]’s specific refund request and deemed that an exception can be granted due to the scheduling and communication issues Mr. [redacted] experienced with the service provider.  I have processed Mr. [redacted]’s refund at this time and sent him a follow up email to confirm this information.   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.   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