Angie's List, LLC

March 11, 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 [redacted] for the frustration this process has caused. As [redacted] mentioned, she purchased an offer from the company [redacted] on January 19, 2016.  Angie’s List first received contact from [redacted] about problems scheduling on March 3rd. At that point, we advised her that although she was no longer eligible for a refund under our standard policy, we would be happy to help with scheduling problems, find another provider to do the work, or help refund the original deal to help with the purchase of a better fit.  [redacted] was willing to allow us to look for another provider, but as she mentioned, the only other offers that would suit the work she wanted done were quite a bit more expensive. Prior to Angie’s List receiving this complaint, though after [redacted] filed it, the supervisor who was working with [redacted] let her know that this situation merited an exception to our standard policies, and offered a refund if she had no other current service needs.  As she responded and let us know she had no further needs, we have processed a refund for her purchase today. [redacted] has been a member of Angie’s List for several years, and she was clearly frustrated by our standard policy on this issue.  Due to this frustration, we have extended [redacted]’s membership by a year for free.  I find it regrettable that we left [redacted] feeling he had no recourse but to contact the Revdex.com. We strive to provide top-notch service to our members. Our standard policy is designed to encourage members to let Angie’s List know as soon as possible if they are running into problems, but in this situation [redacted] was correct that she had no way of knowing the provider would not be responsive after their initial scheduling delay.   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

Angie's List has noted this company's account.  We encourage this customer to leave a review on this company, as this also helps Angie's List track the company's behavior and to develop trends in behavior.

March 10, 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 the difficulties in pursuit of his Big Deal refund. According to our records, Mr. [redacted] contacted us on 12/28/2016 to ask for a refund of his purchase, which was made on 11/3/2016. All Angie’s List eCommerce purchases have a 30 Day Refund Guarantee that only applies if no work has been performed.  All members must request a refund within 30 days of purchase.   I have reviewed Mr. [redacted]’s specific refund request and deemed that an exception can be granted as none of the actual work included in the deals purchased was performed by 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 would like to offer an explanation on the confusion that resulted in Mr. [redacted]’s experience and confusion regarding the 30 Day Refund Guarantee.  When Mr. [redacted] contacted Angie’s List, his request indicated that he was not happy with the service he received.  Once work is performed, the 30 Day Refund Guarantee is void.  The 30 Day Refund Guarantee was explained to Mr. [redacted] by Iann M[redacted], who was offering assistance to Mr. [redacted].    Once work is performed, the service provider who performed the work assumes financial responsibility for any refund that may result due to the quality of the work performed.  Angie’s List offers our Service Quality Guarantee for Silver and Gold members making eCommerce purchases through Angie’s List.  This guarantees the amount the member has paid for any Big Deal.  A member must have a Silver or Gold membership at the time of purchase to qualify for the Service Quality Guarantee.   Angie’s List also offers our Complaint Resolution Process to Gold members.  Green and Silver members are offered the opportunity to upgrade their membership to the Gold level to receive the Complaint Resolution Process.  Mr. [redacted] was offered an upgrade on his membership to receive assistance through the Complaint Resolution Process.  The Complaint Resolution Process is a mediation process that allows Angie’s List to step in and mediate a resolution between a member and service provider regarding the quality of work performed.  This is a costly process for Angie’s List, which is why it can only be offered to paying Gold members.    With all of that being said, I would like to apologize that the dialogue between Mr. [redacted] and Iann M[redacted] did not get to the bottom of the issues for Mr. [redacted]’s concerns about his purchase.  Since none of the work listed in the deal was performed, a refund would have been authorized if Mr. [redacted] would have reached out to Angie’s List within 30 days of his purchase.  I am making an exception to the 30 Day Refund Guarantee due to Mr. [redacted]’s experience.   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

July 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 the poor experience she mentions regarding her Big Deal refund. The representative she communicated with was correct to deny her refund outside of our 30 Day Refund Guarantee, but failed to provide any of the details Ms. [redacted] provided regarding her reason for requesting the refund.  I have processed the refund back to Ms. [redacted]’s credit card, as I have deemed Ms. [redacted]’s refund reason to be an exception to our 30 Day Refund Guarantee policy, and have followed up with the representative’s managers for additional coaching.  I have also emailed Ms. [redacted] myself to provide my contact information – if there’s anything else I can do to help personally, I’ve offered my services.   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, and though it seems there was a real error on our part here, we would have happily reviewed the situation and addressed the error if Ms. [redacted] had continued to communicate with us.   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

June 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 Ms. [redacted] for any confusion regarding her membership.   Our records indicate that Ms. [redacted] signed up for an annual membership on April 23 of 2015.  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 provided a notification in the membership agreement Ms. [redacted] had to agree to in order to access her membership, indicating that the service would renew automatically.  Additionally, this information is included in the welcome packet that is sent to the member’s home after signing up.    Ms. [redacted] did reach out to us on June 13th to ask for a refund on her renewal that had been processed on April 23rd of this year.  We feel there is significant value in our memberships, and Ms. [redacted]’s Gold membership is normally sold at a price of $99.99 per year.  We do not feel a refund of her $29.99 is merited in this case.  I would be happy to discuss the value of the membership with Ms. [redacted], and I have included my personal email address in this response.  Please share this with Ms. [redacted] and invite her to contact me directly if she’d like to discuss the matter further.   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 [email protected]

August 8, 2017   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 respond to complaints against our company.   I...

apologize for the frustration this refund has caused Mr. [redacted].  I am contacting Mr. [redacted] directly to discuss this refund situation.  On 8/7/2017, Angie’s List looked into the refund that was issued for this member and determined Mr. [redacted] would need to contact the member directly to discuss billing of services rendered.  I am going to reach out to confirm when the work was performed and request an invoice for the work performed.   I find it regrettable that we left Mr. [redacted] feeling no other recourse than to complain to the Revdex.com.  We strive to provide top notch customer service for both consumers and service providers, regardless of whether the service providers are paid advertisers, or free users of our service like Mr. [redacted].   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

September 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 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 poor experience in pursuit of his Big Deal refund. According to our records, Mr. [redacted] contacted us on 3/30/2016 to ask for a refund on his $249 worth of deal purchases, which were made on 2/26/2016. 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] recently contacted us again on 9/16/2016 to request a refund outside of 30 days again.  I have reviewed Mr. [redacted]’s specific refund request and deemed that an exception can be granted due to the scheduling issues Mr. [redacted] experienced with the service provider.  I have processed Mr. [redacted]’s refund at this time.  I would also like Mr. [redacted] to know that I have followed up with the representative that he interacted with most recently to provide coaching and further training to assure better experiences when contacting Angie’s List in the future.   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

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

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

June 27, 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 the poor experience in pursuit of her Big Deal refund. According to our records, Ms. [redacted] contacted us on 6/24/2016 to ask for a refund on her $49 deal purchase. On 6/24, a representative with Angie’s List received this request and processed Ms. [redacted]’s $49 refund and the funds have been processed back to her financial institution.   I find it regrettable that we left Ms. [redacted] feeling she had no recourse but to contact the Revdex.com, and I’m unclear why she felt it was necessary to approach the Revdex.com with this complaint, as her request was processed within 24 hours of being received. 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

May 6, 2015    Indianapolis Revdex.com22 E. Washington StreetIndianapolis, IN  46202Attn. [redacted]Re: Complaint Case #[redacted],  Thank you for bringing this complaint to our attention. We always appreciate the opportunity to give our side of the story...

regarding complaints filed against our company.  On 11/5/13, Mr. [redacted] agreed to advertise with Angie’s List.  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 and the ad rate a service provider must pay for these services. Each contract includes a standard cancelation fee.  Mr. [redacted] has been in constant communication with many representatives at our corporate office including Cheryl Pflum of recent.   Mr. [redacted]’s complaint has been resolved.  His advertising had previously been cancelled and any balance due has been waived.  Mr. [redacted] is aware of this. I sincerely apologize that this customer was disappointed with their experience with Angie’s List. I am glad we were able to come to a resolution.    Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.   Kind regards,    Mindy O[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.Thank you your last statement just made this extortion and I have been advised by my attorney to no longer have further contact with you. We will be taking legal action against Angie's List and named Parties. Regards,[redacted]

July 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 with her Angie’s List communications, including any emails or calls she may have received that were unwanted after her attempts to unsubscribe.   I have taken the necessary steps to ensure that Angie’s List will no longer correspond to her using her email address or phone number.  There are prepopulated email lists in place that could result in Ms. [redacted] receiving a few emails within the next week, however any email correspondence after this should not be an issue for Ms. [redacted].   In short, I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We strive to provide top-notch customer service.   Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted] Angie’s List

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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.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]

November 6, 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 Mr. [redacted] for the frustration this process has caused.
 
Mr. [redacted] purchased a Big Deal from the
company [redacted] on September 9, 2014. We were not aware that there was
any issue concerning this deal until the member contacted Angie’s List on October
20, 2014. Although his request was received outside of the window of time
specified in our 30-Day Refund Guarantee, we are able to exchange the deal, if he
purchases another Big Deal of any monetary amount. Mr. [redacted] did purchase a
new Big Deal today for window cleaning, allowing us to exchange the original
purchase.  We have issued a refund of the
$149 Big Deal from [redacted]. This amount was refunded back to his PayPal
account. Although the refund was immediate on our end, it may take a few
business days to post to his account.
 
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. It is clear from the tone of this complaint
that we missed the mark, and I apologize for that. If Mr. [redacted] would like to
discuss this further, he can reach out to me directly at 317-803-[redacted]. 
 
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

November 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 respond to complaints against our company....

  On 12/28/2013, 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] had contacted Angie’s List regarding additional services that we offer through our eCommerce programs.  Mr. [redacted] was upset that he could not run eCommerce offers for additional categories that he had not received reviews for services performed.  Angie’s List requires all service providers to obtain reviews for each category that they wish to run eCommerce offers.  Angie’s List eCommerce programs are a completely separate option from advertising contracts for service providers to utilize to generate additional exposure.  Mr. [redacted]’s dissatisfaction with the need to obtain reviews in new categories to run a more robust eCommerce campaign does not hold any effect on his contract, which he signed, for his advertising campaign with Angie’s List.   On 2/24/2014, Mr. [redacted]’s disputed credit card charges for the payments made for his advertising contract settled in the Angie’s List system.  Mr. [redacted]’s company had received services from Angie’s List and is responsible to pay for the services rendered.   At this point, Mr. [redacted] has not paid for the services rendered and owes the early termination fee outlined in his contract. Mr. [redacted] was sent to the internal collections team at Angie’s List to recover funds not paid for services rendered.  Our internal collections team proactively cancelled Mr. [redacted]’s advertising contract and placed a notice on the profile for ‘Non-Payment of Advertising’.  Mr. [redacted] will be responsible for paying for the services rendered that were disputed with his credit card company and the early termination fees associated with his contract cancellation.  Our internal collections team contact Mr. [redacted] multiple times in February regarding his outstanding balance.  Mr. [redacted] replied and threatened to sue Angie’s List and demanded we stop contacting him about his owed balance.  At that time, the $2664.80 owed by Mr. [redacted] was sent to a third party collections agency to seek payment for the funds owed to Angie’s List.    Until Mr. [redacted] pays the amount owed in full, the notice on the profile for ‘Non-Payment of Advertising’ will remain.  Angie’s List does not delete any company profiles, but does reserve the right to remove the company from keyword and category search results when a company has a notice placed on their profile.   I sincerely apologize that this customer is disappointed with their experience with Angie’s List. We strive to provide top-notch customer service.    Thanks again for the opportunity to respond to this complaint. Please let me know if we can provide any further information.    Kind regards,   Jesse M[redacted] Angie’s List

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.
Angie's List has responded to Revdex.com with the same rhetoric that they have used responding to me.  According to them if a "member" signs the pledge it must be true.  What do they do to enforce that pledge?  The review is posted in December of 2014 for work done in 2007.  Is this not suspicious?  The member is not responding to Angie's List.  Is this not suspicious. Look at my record.  I have always played by the rules set forth.Angie's List employees have left it up to the service provider.  They want me to reach out to a stranger, when that person does not respond to them who they claim made a pledge of truthfulness to Angie's List.I have had to send repeated emails and to escalate this within Angie's List.  Some of the employees of Angie's List have ignored my emails.  I have saved the entire file.  Why would I not reach out to a 3rd party given their employee's performance and lack of action in this case.I am part of a 180 office franchise system nationwide.  We have a discussion board internally and I am not alone in my complaint's of Angie's List tactics on this board.  I will not speak for other offices disputes with Angie's List, however I am not alone.Prove it or remove it!Prove it and I will address it.  Simple.
Regards,
[redacted]

June 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...

respond to complaints against our company.   I apologize for the frustration this process has caused [redacted].   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. 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.  In [redacted]’s case, this process was initiated but we did not hear back from the member. I have asked for our Review Integrity team to perform this process a second time, in an attempt to best assist [redacted].   I find it regrettable that we left [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,     Jesse [redacted] Angie’s List