HomeAdvisor

Complaint: [redacted]
I am rejecting this response because:This is not finished at all. The only reason a payment was made is because homeadvisor was threatening us with collections. I can not risk my excellent credit over being scammed by this fraudulent company. I could not wait for a response on this complaint as they said that this would be sent to collections on march 1 and it took exactly 1 month for them to even respond to the complaint filed on February 16, 2 weeks longer than allowed by Revdex.com.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: If I had not filed a complaint with the Revdex.com I would still be in limbo shows a systemic pattern of charging the customer saying the refund is happening then  hope the customer gets so frustrated they just go away and home advisor keeps the money. I also am going to file a formal complaint with the states attorneys off ice and have this business checked out for out right fraud.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I will not receive my $50 for about a month yet as they say they need a stop payment on the first one sent to the wrong address.
Sincerely,
[redacted]

After speaking with this customer it quickly became apparent that there had been some confusion regarding not only the settings on their account, but also which department at our company the customer could reach out to in order to have those settings changed and their questions answered. This...

confusion lead to the customer's request to cancel their account very early in the life of their membership, and due to these extenuating circumstances we were able to reach a settlement fitting of the situation. At this time the customer's account has been cancelled but we remain optimistic that we will be able to work with the customer and their company again in the future.

Although we have not been in touch with this customer since receiving their complaint, we did have our customer service team attempt to reach them after receiving the email referred to in this complaint. Although we were not successful in that pursuit we do have information to provide that we hope...

will resolve the matter at hand.Although we do not feel that a full refunded as requested is warranted as this customer was advertised by our service for over four months, we have however cleared the balance that was associated with their account. At this time there is no further balance owed, there will not be any future charges, and their account has been cancelled as requested. We hope that this consideration is found to be acceptable by the customer, we apologize for any confusion or frustration the customer experienced, and at this time we are considering this matter closed.

As mentioned by this customer, they had previously filed a complaint regarding a concern for which our customer service department had already provided a refund. As the result of an error in placing the proper status on their account, the amount of the refund was re-billed, but we have since...

corrected that error and processed a new refund. We apologize for this error and for the further delay in providing finality to this situation, but we can assure that this customer will receive the agreed upon refund within the next 10-15 business days, that there will be no further charges and/or confusion, and that there account is and will remain cancelled in full.

Initial Business Response /* (1000, 5, 2015/07/30) */
Per their request, we have not attempted to make contact with this customer, but do have information regarding their complaint.
We have brought this issue to the attention of the Vice President of sales at our Colorado Springs office where...

the people named in this complaint are employed. She has assured us that she has addressed these issues with the employees involved and has taken corrective action. Additionally, we have marked this customer's information as an account that is not to be contacted again at any point in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has finally advised that they will no longer contact me directly and has stated that they are putting into effect Corrective Actions.

We have been in touch with this customer and were able to address their concerns. In reviewing our records and speaking with the customer, we were able to determine that there had been some confusion regarding our billing and refund policy, specifically as it pertains to the time frame during which...

accounts with are network are eligible for a refund. In light of this, we were able to reach an agreement with the customer, have cancelled their account in full, and at this time have parted ways on amicable terms.

Prior to receiving this customer's rejection to our previous response, we had been in touch with them via email and were able to bring about an amicable...

resolution to this complaint. A settlement has since been reached, there is no further balance owed, and the customer's account has been cancelled per their request.

Initial Business Response /* (1000, 6, 2015/11/11) */
After investigating this account, we found that the sales rep had in fact misrepresented the cost per lead during the sales process. Rather than checking the cost for this customer's locale, the sales rep inadvertently stated the low end of the...

national average for the tasks the customer wanted to perform. As such, we have provided the requested refund to this customer and parted ways on friendly terms.
Additionally, the sales rep has been addressed by their manager regarding this situation in order to avoid this mistake in the future.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This has been resolved and the money was refunded rather quickly. I thank them for their speedy response and understanding once I shot the complaint to the corporate level.

Initial Business Response /* (1000, 5, 2015/11/25) */
We have been in touch with this customer and have resolved this complaint.
We were able to clarify the reason their spend was above their normal target and have provided credit to their account. The customer remains an active member of our...

network.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased with the feedback from Home Advisor and I am looking to continue the business and professional relation because HomeAdvisor is a great partnership for business.

Prior to receiving this complaint our customer service department had been in touch with this customer and were able to not only address their concerns but to provide the resolution as requested. As the customer had made a good faith effort to cancel their account with our service within the...

allowable period for a refund, that refund is currently being processed. The customer can expect to see these funds reflected on their credit card statement within 10-15 business days of this response, their account has been cancelled as requested, and we are at this time considering this matter closed.

Although a settlement was reached and a refund was provided to this customer, we have since received a charge dispute from the customer's financial institution that resulted in them receiving their money back twice along with an outstanding balance being reflected on their account. While we...

will remain in touch with this customer until this situation has been fully resolved we are at this time considering the complaint itself as closed.

We were able to contact this customer and have provided their desired resolution. We have apologized for the confusion that lead to the balance in question, have cancelled their account in full as requested, and have at this time parted ways with the customer on amicable terms.

We have been in touch with this customer and were able to have a productive conversation regarding their concerns. Our credit policy was explained, credit was applied to their account, and at this time we are pleased to still count this customer among the active members of our service network.

Prior to receiving this complaint our customer service was able to address and resolve this customer's concerns. At this time credit has been applied, their lead generation has been turned off until a date of their choosing, and the customer remains a valued member of our service network.

While we have not been in contact with this customer, we do have information that we would like to provide. As a part of our lead generation service, we have an established credit system in place in help our members determine the validity of the leads that they receive. Once a customer has informed...

us of their reason that they desire credit, as noted in this complaint, we will make calls out to the homeowner in an attempt to confirm their lead. In instances where we are not able to contact a homeowner, we must at that point continue to consider the lead valid if the number is in service as we do not have any method of ensuring that any consumer, either homeowner or service professional, answers their phone. We do, however, provide credit for a myriad of different reasons including wrong numbers, out of service areas, if the consumer is not the owner of the home, incorrect tasks, and others. Over the course of more than a year of membership this customer was fully aware of these policies, and in fact received a substantial amount of credit for some of the occurrences outlined above. Outside of the these credits, there were also many leads that the customer was able to make contact with and there were multiple jobs won as a result of the leads our service provided to them. At this time we have we have amended the customer's outstanding balance and have cancelled their account per their request, but do not feel as though the charges incurred during the life of their membership with us warrant any sort of a refund.

Complaint: [redacted]
I am rejecting this response because: What do you want me to say? I still have an unresolved issue with the party I contracted with. I think one of the key reasons HomeAdvisor actually got involved at all was because I complained to the Revdex.com. Prior to your involvement, repeated attempts to contact the complaint department at HomeAdvisor went unanswered. It wasn't until the Revdex.com office in Denver got involved that I started to get something from HomeAdvisor. HomeAdvisor acted as the referral party in establishing contact between me and the contractor, [redacted], in the first place. Without their actions, I'd never know about [redacted]. Because [redacted] has been painfully slow to act on the contract, and their latest actions indicate they have no plans to finish all, point to me needing to void our contract and getting material I already paid for. I involved the Minnesota Attorney General's office partly because I wasn't getting any assistance from HomeAdvisor. I expect to have to go to conciliation court to get anything resolved, based on the way this entire experience has been going, but I'd like to have the Revdex.com press HomeAdvisor to earn their A+ rating. I do not believe HomeAdvisor has been acting in any way to earn this rating. I believe they should be pressing [redacted] for some resolution, or remove them from their list of recommended contractors.   
Sincerely,
Gary Brinkman

Prior to receiving this complaint our customer service department was able to address and resolve the concerns listed in this complaint. A settlement was reached, a refund is being processed, and at this time the customer remains a valued member of our network.

Revdex.com:I don't agree with the business' response that there was "confusion" during the sales call. I feel it was a direct attempt to mislead and "hide" details re: billing and how the service actually worked, not disclosing all aspects of the services offered.  However,
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]