HomeAdvisor

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We were able to reach this customer and have addressed their concerns While the original cancellation request by this customer was not found in our records, we did find that there was no activity on the account after the time the customer suggests that they had cancelled and that their business had been closedIn light of these circumstances, we have reached a resolution to this complaint and parted ways on friendly terms

Prior to receiving this complaint, our office made what we felt to be a very fair settlement offer in regards to this customer's outstanding balanceOur records indicate that this customer was consistent in responding to and making contact with the leads that were provided to them as a part of their membership, and that the amount of leads we provided adhered to the agreed upon budget set by the customer upon signing up for our serviceAs a form of advertising, we cannot and do not guarantee any specific amount of jobs as a result of our lead generation, but rather that members of our network will obtain the contact information for potential customers that have expressed an interest in their field of expertiseGiven these circumstances, we have no reason to believe that this customer's outstanding balance is anything other than valid, and while we remain willing to discuss our original offer, we do not feel their full requested amount is warranted

Complaint: [redacted] I am rejecting this response because: You are aware that " [redacted] ***" has information on your web site You have decided NOT to do anything about that This is unacceptable and advertising NOT correcting the situation make you complicit now and in future issues Point Blank, there should be no references to [redacted] **for this contractor to provide services there THEY ARE NOT QUALFIIED, and your web site implies they are Please change Sincerely, [redacted] ***

Due to the nature of this complaint we have not contacted this consumer but we do have information to provide.Although our system and records confirm that a service request was indeed submitted by this consumer, we have placed their contact information on our Do Not Call database to ensure that they will not receive any further communications from our companyWe would also like to take this opportunity to encourage any consumer interested in browsing our directory as opposed to directly contacting professionals in their area to click the "Pro Reviews" tab on our home pageThis area is entirely separate from our service request process and does not require that any contact information be provided

Although we have not been in touch with this complainant since receiving this complaint we do have information to provideAlthough the account in question is under the name of another party, our review of the account revealed that while there had been a lead generated to the account in the time since a previous complaint was filed, it was the only charge levied against the account and was billed once a day hold on lead generation had expiredAs a courtesy we have credited the balance that resulted from that lead, and per the requests on file from the account holder we were also able to cancel the account now that the balance has been cleared.We would like to apologize for any confusion that came from this situation but can assure this complainant that there will be no future charges, that the account has been cancelled in full, and we are at this time considering the matter closed

Prior to receiving this complaint, one of our customer service representatives had already reached this customer and addressed their concerns.There seems to have been a misunderstanding regarding our annual membership fee in that the customer was under the impression that it was for a background check as opposed to enrollment in our lead buying programLeads were sent to this customer per our membership plan, but when we were made aware of the confusion, the leads were credited but the membership fee itself had not been addressedAs a result, we agreed to amend the outstanding balance and have since parted ways on amicable terms

Initial Business Response / [redacted] (1000, 5, 2015/11/20) */ We were able to get in touch with this customer and have addressed their concerns In light of the issues addressed in the complaint, we have agreed to discontinue collections activity against this customer and have closed their account Complaint Response Date bumped because: Holiday

Although normally we would not contact a consumer whose complaint is in regards to a Do Not Contact request, given that volume of contact that this consumer received we have been in touch with them to make sure their concerns were properly addressedUpon reviewing our system and confirming that the customer's information had been scrubbed from our database, we were able to determine that the communications the consumer was receiving were from an outside party attempting to use our company name to bolster their validityWe have communicated this along with our best advice on how to handle such a concern to the consumer through both phone and email communications, and while we are glad to answer any further questions they may have, we are at this time considering this matter closed

We have made several attempts to reach this customer but have not yet been able to contact them regarding this complaintThe direct contact information for the party handling this complaint has been provided to them through voicemail and we remain optimistic that we will be able to bring their concerns to an amicable resolution

Due to the nature of this complaint we have not attempted to contact this consumer, but we do have information to provide.The option of not being contacted about projects in our service request process is in regards to future emails about helpful project tips, and does not actually exclude the person making the service request from being matched with or contacted by local service professionalsWe do apologize for this confusion, have placed this consumer's name on our do not contact list, and they should not be receiving any further contact from our serviceWe would also like to add that outside of our service request process, consumers are always free to browse our directories based on locale and work category without being connected directly to contractors

We would like to again extend our appreciation to this consumer for bringing this matter to our attention, especially for providing examples of their concerns that included the numbers being published on these postsUsing the phone numbers associated with the posts provided by this consumer, we were able to identify the publisher responsible for these posts, have sent a sent a cease and desist letter to that party, and have notified our affiliate marketing firms that should they be found doing business with that publisher that it will immediately end any business relationship that they have with our organizationTo our knowledge these actions have put an end to the publishing of this sort of third party listing that could be redirected to our site but would still encourage this consumer to notify us should they happen upon such a listing again in the futureShould that occur, we now have a defined course of action in place to rectify the situation

Initial Business Response / [redacted] (1000, 6, 2015/09/17) */ We have been in touch with this customer and have addressed their concerns We have determined that there was some confusion regarding the nature of our service, as well as some misunderstandings regarding the nature in which we bill for our leadsWe determined that our service is not a good fit for this customer at the this time, and in order to part ways on amicable terms, we have issued a refund Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/23) */ My case has been resolvedCredit was received for my charges

In discussing this complaint with the customer and reviewing our records, we found that the customer did make a reasonable effort to cancel within the allotted time to receive a refund for their membershipAs such, we have wiped the outstanding balance that was associated with the customer's account and have since parted ways on friendly terms

In reviewing our records we were quickly able to determine that there had been an error in the billing process that resulted in this customer's membership never being properly billed or set upThis in turn resulted in an outstanding balance for failed payment and having the account placed on "hold" very early into the life of the accountWe have been in touch with this customer to apologize for this situation, have cleared the balance that was associated with their account, and have since parted ways on amicable terms

Due to the nature of this complaint we have not reached out to this consumer, but we do have information to provideThe check-box option in our service request process regarding "free project information" is for our mailing list which provides information on home improvement projects in general, and is not meant to be construed as a request not to be matched with local service professionalsBy completing and submitting a service request on our site, homeowners agree to our terms and conditions that contain clear language indicating that they will be contacted by the professionals that they are matched withShould the consumer wish not to be contacted, they are always welcome to browse our directory of screened and approved contractors in their areaWe apologize for any inconvenience that resulted from this situation and wish this consumer the best of luck in fulfilling their project needs

As mentioned by the customer in this complaint, prior to their filing with the Revdex.com our customer service department had been in touch with this customer and were able to address their concerns.The requested refund has already been processed on our end, and further updates on the arrival of the funds will need to come through the customer's credit card companyWe have apologized for any frustration that may have stemmed from this situation, the sales process used in the customer's enrollment is currently under review, and the account in question has since been cancelled per the customer's request

We made several attempts to reach this customer but have not been successful in that pursuitHowever, we did find that this customer had made a reasonable effort to ensure that his account had been cancelled prior to his account's renewal, and therefor have amended the outstanding balance on the accountAt this time the customer's account with has has been fully cancelled with no remaining balance

Although we have made several attempts to reach this customer and exchanged voice messages, we have not yet been able to contact them directly in regards to this complaintWe do, however, have information to provideWe do not and would not screen and/or reject service requests based on the area code provided in the contact number of a consumer's service requestAs people carry their cell phone numbers across the country in an ever evolving market, this would not be an effective method to increase the quality of our leads, but instead would only serve to leave legitimate service requests unansweredWhile we are willing to work with this customer in order to reach an amicable resolution to their concerns about their membership with our service, as we do not feel the full refund as demanded is warranted, we will need to speak with the customer in order to properly address this matter

Complaint: [redacted] I am rejecting this response because: The Home Advisor Company is ignoring the fact that THEY billed me incorrectlyI never had any dealings w them nor have I even heard of them prior to them billing meThey had no right to charge me and they need to credit me for unauthorized chargesThey are claiming I am a victim of fraudThey are the ones who fraudulently charged my bank account for a service I did not receiveI will not let them take advantage of this wrongful charge and will continue my claim until I am credited Sincerely, [redacted]

We have been in touch with this customer and were able to have a productive conversation regarding their concerns.We were able to clarify certain policies, are working toward adding additional reviews to the customer's profile, discussed adjusting their account settings, and have applied credit to their accountAt this the customer remains an active and valued member of our service network and we look forward to a successful business relationship