Angie's List, LLC

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 respond to complaints against our company. On 5/15/2015, [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.  Angie’s List and [redacted] agreed upon a special modified version of our standard contract which allowed for financing of the advertising fees owed to Angie’s List.  As a result, [redacted] was being billed two months after each month of advertising ran.  Advertising fees that had not yet been billed to [redacted] for services rendered were not included in the early termination fee that he paid.  Rather, he paid 35% of the unused portion of the contract in order to end the advertising relationship early.At this point, [redacted] has paid for a total of four months of advertising.  However, his advertising ran for a few days past the four month mark before he requested to cancel his ad.  As a result, he still owes a small balance of $61.06 for the five days from 9/19 to 9/23 that his web advertisement was running.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We did, however, deliver to the extent of our contract. Angie’s List and Champion Electrical Services had a binding agreement, and just as we have acted in accordance with our obligations, so must [redacted].  The fees that have been charged, and the small amount still owed, are for services rendered and the correct early termination fee for the contract that was signed.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

May 4, 2016       Indianapolis Revdex.com 22 E. Washington Street Indianapolis, IN  46202 Attn. [redacted] Re: Complaint Case # [redacted]   Peggy,   Thank you for bringing this complaint to our attention. We appreciate the opportunity to respond to complaints against...

our company.   Mr. Radtke agreed to advertise with Angie’s List, but we agree that there was some misinformation presented during the sales process, and Mr. Radtke is correct that there was a misspelling of his name in the print ad that was caused on our end.  In addition, the customer service he received left much to be desired, and we can understand his frustration with it. As a result, we will agree to waive our standard Early Termination Fee of 35% of the contracted amount, which is included in every signed contract.  We will also refund him the amount he paid for his print advertisement for the three months the ad was misspelled.   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 Mr. Radtke’s trust in the future and work with him 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 Brown Angie’s List

December 8, 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 11/10/2016, 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 will consider Mr. [redacted]’s contract to be terminated as of 11/28/2016.  We are currently in the process of waiving the 35% early termination fee and issuing a refund for the early termination fee that was charged during the cancellation process.  This may take a few business days to process.   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

April 28, 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 the difficulties in pursuit of her Big Deal refund. According to our records, Ms. [redacted] contacted us on 11/28/2016 to ask for assistance with her purchase, which was made on 11/22/2016.  Since Ms. [redacted] contacted us within 30 days of her purchase, she is eligible to receive a refund.  At this time, I have processed Ms. [redacted]’s refund of $39.    I find it regrettable that we left Ms. [redacted] feeling she had no recourse but to contact the Revdex.com. We strive to provide top-notch service to our members.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted]Angie's List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I am not satisfied for the following reasons: 1.  Angie's List was not able to see the documentation attached in the last response, although I opened it up just now, it's there.  Also, my response did not show up in red/black, so I have attached that again.  2. They have never acknowledged a mistake was made in the contract negotiation, and in the contract itself, and in the sales reps misinformed answers to my questions.  3. They knew a mistake had been made and that I was waiting for someone to work with me to work out a different way to advertise with the $4000 I had already paid them, but instead of working on a mutually beneficial solution they went ahead and published the advertising without my knowledge or consent.  (It's all in the documentation they were unable to see last response.)4.  Their response is inaccurate.5.  Not once in the last 6 months has anyone from Angie's List seen beyond the "contract" to a customer.
Regards,
[redacted]

March 3, 2017 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 address any complaint that may be brought against...

our company.  On 11/1/2016, [redacted], agreed to advertise with Angie’s List for one year per an electronically signed agreement, which I have attached to this case.  We require each prospective advertiser to sign a contract outlining the services Angie’s List will render, the relevant categories and the ad rate a service provider must pay for these services. Each contract includes a standard cancellation fee of 35% of the remaining balance of the agreement.   Angie’s List has reviewed the sales process Mr. [redacted] went through to become an advertiser with Angie’s List.  Mr. [redacted] was advised that he was engaging in a 12 month contract with monthly payments.  The sale process was completed up to Angie’s List and best business practice standards.  If Mr. [redacted] would like to cancel his contract with Angie’s List, he will be responsible for the 35% early termination fee and any remaining balance for services rendered.  Mr. [redacted] will need to continue to communicate with his Client Success Manager, Chase B[redacted], regarding any steps he would like to take toward cancellation. 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.   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 the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Angies List did not address the issue of my dispute in either of there responses, nor have I been contacted by them regarding my dispute or the cancellation process they claimed to be initiating. I would like a refund for the charges that I have already incurred and wish to cancel without being charged a fee. ]
Regards,
[redacted]

October 27, 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]’s husband used to sign up for a membership through our website:
 
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]’s husband, Mr. [redacted], contacted us via email on 7/25/2014 requesting cancellation, using the same phone number and email address provided with this Revdex.com complaint.  An annual Angie’s List membership was located with that contact information and future renewals were stopped. The Angie’s List representative confirmed the cancellation via email, but explained that this membership was not on monthly billing and asked for additional contact information to locate a possible second account. Mr. [redacted] contacted us via online chat on 10/25/2014 requesting cancellation and again providing the same contact information. The representative explained that the membership was an annual membership, not monthly, and issued a refund of the most recent charge since it had already been cancelled.  A credit of $12.00 was issued back to Mr. [redacted]’s PayPal account on 10/25/2014 for his annual membership.
 
Upon receipt of this complaint and further investigation, I was able to locate a second membership under Mr. [redacted]’s name, registered without a phone number and a different email address, [redacted]doh.hawaii.gov. That membership was set for monthly billing.  I have set that membership to not be renewed in the future. Normally, we do not issue refunds for monthly accounts as the above statement references, but I have issued a courtesy refund of $3.25 for this monthly membership. No cancellation requests had previously been received for this membership.
 
I find it regrettable that we have failed Ms. [redacted] and Mr. [redacted]. We strive to provide top-notch service to our members. I hope that Ms. [redacted] and Mr. [redacted] will give us the opportunity to win their 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

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]

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.

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 Mr. [redacted] for any frustration or confusion regarding his membership.   Currently, Angie’s List does not offer refunds for purchased memberships, except in specific one-off situations.  I would like to apologize to Mr. [redacted] that this was not made clear when he was joining Angie’s List.  Angie’s List would be willing to assist Mr. [redacted] in locating service providers in his area, had he wished to give Angie’s List an opportunity to help.  Since Mr. [redacted] has requested a refund within minutes of joining Angie’s List, I will grant an exception to our refund policy and issue Mr. [redacted]’s refund.   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

June 14, 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 misunderstanding and miscommunication of our policies.   Though Angie’s List memberships as a rule are non-refundable, we typically allow a member to receive a refund if they contact us shortly after an automatic renewal.  Though Ms. [redacted]’s membership showed search activity in 2016, her account did not renew until 6/10 of this year, and she reached out to us by 6/12 to make it clear she had not intended her account to renew.  In situations like this, we are happy to refund an automatic renewal charge.   I have fully refunded Ms. [redacted] for her membership renewal, in the amount of $29.99.  If Ms. [redacted] has any need to look into Angie’s List reviews in the future, we do have a free membership option available to members now.   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 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.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]

October 7, 2015Re: Complaint Case # [redacted]Peggy, 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.  Ms. [redacted] is indeed a Premium member of Angie’s List, and as such is entitled to a $50 rebate on an ecommerce purchase made through Angie’s List.  I believe there was originally some confusion about this, as Ms. [redacted] received a previous rebate check in April of this year.  However, we award rebate checks based on membership renewal date, not calendar year, so as of this summer, Ms. [redacted] was indeed eligible for this second $50 rebate.I apologize for the delays caused by confusion.  However, on September 25th, we did cut a new $50.00 check and mailed it to Ms. [redacted], at the address she gave for this complaint.  She hopefully has already received the check, although as of this morning, it had not been cashed.  Please share my personal email address with Ms. [redacted].  If she has not received the check, I would be happy to work with her to get the check reissued.  I find it regrettable that we left Ms. [redacted] feeling 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 [redacted]Angie’s List

Revdex.com: Not only has the long reviewer not removed his previous review. Angie's List allowed him to place another review. This one a little better than before but still a negative review. Not only has Angie's List failed to fix the issue, or reach out for the information pricing his review false. Also, he was never a client of ours. His daughter was the client. Now we have 2 falsified negative reviews on Angie's List, by someone that was never even a client of ours.
I have reviewed the response made by the business in reference to complaint ID [redacted]nd 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]

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

April 8, 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 respond to complaints 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 2/25/2016, Mr. [redacted] electronically 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 early termination fee of 35% of the remaining balance of the agreement.  We have reviewed our sales process and customer service interactions and have determined that Mr. [redacted]’s advertisement was running as he agreed per the attachment, and this payment was due for services rendered.  As such, no refund will be offered for the advertisement. Should Mr. [redacted] wish to proceed with cancelling and being released from his contract, he will need to contact his Account Manager Kim Lykken and will be required to pay the early termination fee.Mr. [redacted]’s [redacted] agreement is a separate contract. That contract was entered into in mid-March and this contract does not require any upfront cost, so Mr. [redacted] has not paid anything for this Storefront offer yet. This contract is scheduled to be processed next week and we are still happy to work with Mr. [redacted] for his Storefront offer going forward, but if he would like to discontinue or modify these services as well he can contact his eCommerce representative, Ken St. John.In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We did, however, deliver to the extent of 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, Jesse [redacted]Angie’s List

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this 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. Thank you for the follow up!
Regards,
[redacted]

July 13, 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 an offer from the company [redacted] on May 5, 2015.  Ms. [redacted] requested assistance with the deal from Angie’s List on March 16th, due to problems with the company’s responsiveness.  Although we did not receive contact from Ms. [redacted] during the 30-day refund period offered on all of our ecommerce offers, we are still working with her to find a different offer to purchase, at which point the original purchase will become eligible for a refund.  On 7/9/2015 Ms. [redacted] contacted Angie’s List and was working with us to find a suitable offer in another service category.  She stated that she would contact us once she had found a suitable offer, or if she needed our assistance in the search.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 B[redacted]Angie’s List