HomeAdvisor

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

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.

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.

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.

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.

We have been in touch with this customer and were able to address their concerns. We found that there was a fundamental misunderstanding as to how our service works, and upon discovering the discrepancy, the customer quickly cancelled their account. During the small window of time prior to their...

cancellation, the SP was charged for leads that they were seemingly unaware they would be receiving. Given their short time with us and the misunderstanding involved, we have amended their outstanding balance and have parted ways on friendly terms.

Although our Customer Solutions department had been in touch with this consumer to prior to receiving this complaint, per our established Problem Resolution process there were still steps that needed to be taken in order to fully address their concerns. Since the time that this complaint was...

submitted, this consumer's rating and review of the contractor in question has been posted to our website and a supervisor from that same department has a left a voice message for the consumer that included their direct contact information. Should the consumer have any further concerns regarding this situation we are confident that we will be able to adequately address them and look forward to a positive outcome.

We have not been in touch with this consumer directly but have information to provide regarding their concerns. As this consumer's review was provided outside of their account and without logging in, we required verbal confirmation prior to making the review public as it was not directly tied...

to a service request. Although we made two calls to this consumer in August, we were unable to reach them and thus did not receive the confirmation we require for this process. Upon further investigation, however, we were able to locate this consumer's account and service request, and as of the time of this response their review of the contractor in question has been posted for public viewing. We have also left a voice message for the consumer explaining this outcome, and should they have any further questions, the contact information for the party handling this concern was also provided.

Complaint: [redacted]
I am rejecting this response because:  They aren't providing any evidence that they settled anything.  Where is any documentation stating the agreement they mention?  They are simply trying to not honor the $500 website I purchased from them that they did not produce.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11396353, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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]

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.

Prior to receiving this complaint our customer service department was able to address and resolve this customer's concerns. We have apologized for any confusion surrounding our autorenewal policy, a credit was applied, and the account has since been cancelled with no further balance owed.

We were able to reach this customer and have addressed their concerns. We found that there had been a fundamental misunderstanding as to how our program works, specifically in regards to the billing for the leads the customer received. As a result, we were able to amend the balance associated with...

this customers account and reach and amicable solution. At this time the customer's account has been cancelled per their request and we have parted ways on amicable terms.

Prior to receiving this complaint, this customer's concerns were addressed and resolved by our customer service department. As the customer had cancelled within our allowable window to receive a refund, the refund was processed and posted to their credit card within a standard time frame. At this...

time the customer's account has been cancelled in full per their request, and should their funds not already be reflected on their credit card statement, we would advise the customer to contact their financial institution.

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]

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.

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 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]
[redacted]