HomeAdvisor

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.

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 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.

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.

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.

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]

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.

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]

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.

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.

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.

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: 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]

We have made two more follow up calls to this customer this week in an attempt to reach them, but have not yet been able to further discuss their concerns. We have provided the direct line for the party handling their complaint, and still look forward to bringing their concerns to an amicable resolution.

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.

This customer experienced several concerns that they brought to our attention, chief among them the fact that our service had not generated the amount of leads for their business that they had expected. While we do have a tool that helps us forecast lead flow a customer might expect, we cannot...

guarantee the amount of leads that will actually be generated from month to month. In this case, we were able to generate fewer than originally predicted. Additionally, it seems that there had been come confusion regarding our credit policy. We credit for leads for a number of different reasons, but these credits are always applied to their account with our company, not directly reversed as a refund to their form of payment on file. We were able to clarify this policy, discussed several other concerns that the customer had, and were able to reach a settlement regarding this complaint. Their account has since been cancelled in full and we have parted ways with the customer on amicable terms.

We have made multiple attempts to reach this customer, both prior to and after receiving this complaint, and have left a message each time requesting that this customer reach out to us so that we may address their concerns. As a show of good faith, we have also informed the customer via voicemail...

that we have already amended the balance associated with their account, but thus far none of our communications have been returned. While we do still hope to have the opportunity to discuss this customer's concerns with them, at this time we will await return communications from the customer in order to proceed.

Since receiving this complaint our customer service department has been in touch with this customer, their concerns were addressed, adjustments were made to their account, and credit was applied. At this time we are pleased that the customer remains an active and valued member of our service and are...

considering this complaint as resolved.

We have been in touch with this customer regarding the billing irregularities that occurred on their previous account and were able to amicably resolve their concerns. We found that although a refund had been previously issued during their cancellation process, a charge had gone through during that...

process that was subsequently reversed by the customer through their bank. We have apologized for this atypical sequence of events, have cleared the balance that resulted from this situation, and have cancelled the account in full per the customer's request. At this time we have parted ways with the customer on friendly terms.

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.