HomeAdvisor

We were able to reach this customer and have addressed their concerns.We found that there were several misunderstandings regarding their account in both the types of tasks that were to be sent to the customer, as well as how our crediting system works. In light of these concerns and considering the...

short amount of time the customer was a member with our service, we were able to reach a settlement with this customer. At this time their account has been fully cancelled and we have parted ways on amicable terms.

We would like to apologize for the delay in having this consumer's review posted to our site, but would like to stress to them that there is a verification process for all reviews we receive, and that we had initially experienced difficulty in reaching this consumer to obtain that verification....

Additionally, the contractor in question was in the process of being removed from our network for unrelated concerns, further delaying the process of posting their pending reviews. At the time of this response, the contractor in question is no longer a member of our network, but we would like to assure this consumer that their review has been added to the contractor's records and has impacted the overall rating of that company in our database.

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.

We have been in touch with this customer and offered our apologies for the confusion surrounding their short-lived membership with our service. We have provided the requested resolution to the customer that included ensuring their account is cancelled with no further balance and have since parted...

ways on amicable terms.

Due to the nature of this complaint, we have not attempted contact with this customer but do have information to provide.Prior to receiving this complaint, this customer had been placed on our "Do Not Call" list, and was also removed from our email directories. Moving forward this customer will not...

be receiving any further emails or calls from our office.

We have attempted reaching this customer to accurately determine the source of the calls being made to their phone number but were not able to make contact to gather that information. Due to the nature of the complaint we will not be making any further communication attempts, but can assure the...

customer that we have placed them on our Do Not Call list. Should the customer have any further questions or concerns they are always welcome to contact us through the direct line that was provided to them in our voice messages.

Although we were not able to speak with this customer directly, we were able to communicate via email and have reached a settlement. At this time that settlement is processing and their account has been cancelled as requested.

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.

After our original response to this complaint, we received a chargeback from the customer's financial institution that resulted in the balance mentioned by the customer in their rejection. That balance has since been cleared, and at this time their account has been cancelled in full, no collections activity was pursued, and there is no further balance owed.

We have been in touch with this customer and were able to address their concerns. A central factor for our company in regards to this complaint was that the sales representative the customer spoke with his since separated from our company, and therefor we were unable to verify several aspects of the...

account that were cause for concern. As such, we quickly made the decision to work with this customer on the issues that they brought to light, and we were able to reach an amicable settlement for both parties. At this time we have parted ways with the customer and have cancelled their account in full.

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]

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]

Prior to receiving this complaint, a refund for this customer's membership had already been processed as their cancellation had been requested within the allowed period of time. In speaking with the customer, we were also able to take care of a lead that had been sent through during the brief life...

of their membership. To address the concerns regarding a company called [redacted], we are currently awaiting the email that was sent to the customer from that company to investigate further as we do not have any affiliation with that company whatsoever. At this time we the customer's account has been cancelled in full and have parted ways.

In speaking with this customer we were quickly able to determine that our service is not able to filter leads in a way that is suitable for the customer's preferred target market; As we are not able to screen our service requests in a manner that takes into account the value of the home where the...

service is to be performed, the customer had cancelled their membership with out service within a week of signing up. Upon taking this into consideration, we have provided a refund for the membership as requested by the customer and have closed their account per their request.

Although we have not been in touch with this customer we would like to apologize for the fact that their experience with our service was anything less than positive. As there appears to have been discrepancies in the expectations that were set for our service along with the fact that the customer...

made a diligent effort to cancel their account in a timely fashion, we have provided the resolution as requested in this complaint.A refund has been processed, their account closed per their request, and there will be no future charges. We would like to wish this customer and their company all the best moving forward and we are at this time considering the matter closed.

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.

Although we have not reached out to this complainant we do have information to provide in response to their concerns.The core of our service as it relates to lead generation and online marketing is designed to utilize effective SEO strategies in order to connect homeowners and service providers with...

one another so that they may enter a mutually beneficial working relationship in the pursuit of completing various home improvement projects. Upon completion of these projects our website also serves as a venue to relay feedback and experiences of the parties involved so that other members of the marketplace are able to make informed decisions on their future hiring needs. All of this is accomplished on a local level as our settings for service providers allow companies to choose the area in which they wish to operate, and those companies are then connected to homeowners requesting the type of service they provide in the area that they have specified. Our service does not monopolize any segment or aspect of the internet, nor do we allow service providers to operate on a wider geographic area than feasible or for which they are licensed to operate.Upon review of this customer's past account, our records confirm that multiple jobs were won as a result of our service, that feedback was provided by the homeowners that hired them through our network, that credit was applied to their account, and that the account has been canceled in full since July of last year. Per the explanation of our service provided above along with the aforementioned facts regarding the complainant's past account, we are at this time considering this matter closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11031610, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/28) */
We have been in contact with this customer and have addressed their concerns.
We discovered that there seems to have been a fundamental misunderstanding in the amount of leads this customer would be receiving, how often they received them,...

and the manner in which they would be charged. Though we believe the charges to have been valid, in order to resolve the customer's concerns we have agreed to issue a refund for the leads that were sent to them. At this time, the customer remains a member of our network.

Prior to receiving this complaint, our customer service department was able to resolve this customer's concerns. As the customer had informed our company of their decision to cancel within due time, a refund was provided for their membership fee and was processed prior to the filing date of this...

complaint. At this time their membership has been cancelled in full. Additionally, as we do not offer any product fitting the description or price point of the "web suite" described in this complaint, we can only assume that the call mentioned by this customer was made by a third party and not related to our company.