HomeAdvisor

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: I believe that I should be compensated for the overdraft that occurred with my account due to the fraudulent activity performed by your employee.  Had the funds not been drafted from my account, my account would not have been overdrawn.  I have attached a screenshot of my account.  I should be refunded an additional $70.51.  This occurred due to your employee.  Writing up, suspending, or terminating your employee will not suffice.  I want an additional refund of $70.51.  If you comply with the request, then I will be satisfied.  Thank you for your time and consideration with this matter.
Sincerely,
[redacted]

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 have not yet been able to reach this customer, but we remain optimistic that we will have the opportunity to address their concerns. Until that time, we would like to reiterate that while we cannot guarantee contact with every lead that is generated through our service, all of our leads are...

generated in real time. While some contractors experience immediate success with our service, others may experience that same success as their account matures. We maintain that over time, our form of advertising has consistently garnered a positive ROI for members of our service.

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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,  [redacted]
[redacted]

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.

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.

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.

Initial Business Response /* (1000, 5, 2015/08/05) */
After contacting this customer, we have found that there was a fundamental misunderstanding regarding the nature of our service and the charges that are billed as a result. In order to part ways on amicable terms, we have wiped this customer's...

balance, pulled them from collections.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
Issue resolved.
I was contacted by a HomeAdvisor representative who reported that based on the history of the case, HomeAdvisor will zero out my account and expunge my record from their system and add me to their do not call list.
Thanks for you prompt response in assisting in this situation.

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.

Prior to receiving this complaint our customer service department made multiple attempts to reach this customer regarding their concerns but were not successful in contacting them. We do, however, have information to provide.Our VoiceLog system that confirms our customer's understanding of our...

billing along with Terms and Conditions, completed and agreed to by this customer, is clear in stating that not every lead charged to a given account will result in a job won or contract signed. That being said, we recognize that this customer was only with our service for a very small amount of time, and as such, we have provided their resolution as requested.At this time there is no further balance owed, their membership fee is in the process of being refunded, there will be no future charges, and the account has been cancelled in full. We apologize for any confusion and/or frustration that may have been experienced by this customer during their time with our service and wish them and their company all the best moving forward.

Although we have made multiple attempts to reach this customer we have not yet been successful in contacting them regarding their concerns. The direct contact information for the party handling this complaint has been provided to them in multiple voice messages and we remain optimistic that we will...

be able to resolve this matter on amicable terms.

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

We stand by the arrangement made with and agreed to by this customer in our original response to this complaint. We consider this arrangement and the substantial credit provided therein to be a fair resolution, do not find the demand for a full refund to be warranted, and we reiterate that we consider this matter to be closed.

Initial Business Response /* (1000, 7, 2015/10/13) */
We have been advised that this customer has sought legal counsel regarding the situation with the contractor in question. As such, all future communications regarding this matter will go through our legal department.
Initial Consumer...

Rebuttal /* (3000, 11, 2015/10/14) */
Dear Mr. [redacted]
As requested, I would like to confirm:
I would prefer not going to court to solve my problem with either Home Advisor or Red Stick LawnScapes.
As requested, I am forwarding to you the letter I received from Mark Kindred of Home Advisor.
Any assistance you can provide in resolving this situation, would be greatly appreciated.
[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
We have explained to this consumer that over the course of their membership with us, the company in question has received 95 reviews with an average rating of 4.04 out of a possible 5 stars. We also explained that we have factored this...

homeowner's rating of the company, .5 stars, into the company's overall score. Additionally, the company's owner has passed our screening for criminal background and bankruptcies, and is in good standing overall.
While we empathize with the fact that this homeowner had a poor experience with the contractor in question, we will not be removing that company from membership with our service.

Prior to receiving this complaint our Customer Solutions department had been in touch with this consumer several times to explain our processes in regards to both our Ratings and Reviews as well as our background checks. The consumer's review of the contractor in question has since been posted, but...

we did not find any instances in the contractor's background that would warrant their removal from our network as demanded by this consumer.

Upon contacting this customer and reviewing their experience with them we were able to resolve the concerns as listed in this complaint.At this time a settlement has been reached, the customer's membership with our network remains active with their lead generation turned off, and we are looking...

forward to further adjusting the customer's account settings to ensure a successful business relationship in the future.

Initial Business Response /* (1000, 5, 2015/11/10) */
After speaking with this customer, we have determined that there were some instances where the leads that were billed to their account are in fact deserving of being credited. In light of this, we have agreed to a partial refund and have parted...

ways on amicable terms.