HomeAdvisor

Although we did not speak with this customer directly, we have exchanged emails in which we were able to inform them that we have provided their requested resolution to this concern. We have apologized for any confusion and undue frustration that resulted from this situation, a refund has been...

provided, and at this time their account with our service has been cancelled at their request.

Initial Business Response /* (1000, 5, 2015/07/30) */
We have been in contact with this customer and have resolved their concerns.
We found that this customer had joined our network last year, but had cancelled fairly early on in their membership. We believe that this complaint can be...

attributed to human error in that the account was not properly marked to reflect the customer's cancellation, and therefor their membership was automatically renewed last month.
To correct this misstep, we have refunded this customer their membership charge and made sure to cancel their account. At this time, we have parted ways on friendly terms.

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.

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.

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.

Prior to receiving this complaint our customer service department had already resolved the issue as described. There is currently no outstanding balance associated with this customer's previous account and that account has been cancelled in full as requested.

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.

We stand by out original response and can provide records confirming that this customer has received their money back twice, once from us and once as a result of their charge dispute with their financial institution. Although we have wiped the fee associated with the later, the resulting balance remains valid as described in our original response.

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.

Initial Business Response /* (1000, 5, 2015/12/18) */
In our discussion with this customer, we determined that there had been some confusion in regards to the manner in which our leads are billed.
We explained that we are a form of advertising and of course can never guarantee that every lead...

will turn into a job, but that the customer would be best served by continuing to work the leads that he had received. In order to resolve this complaint and part ways on amicable terms, we were able to reach a settlement with the customer and have cancelled their account.

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.

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]

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.

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.

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.

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.

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.

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.

Our original response was not meant to imply that we had made contact as a direct result of this complaint, but rather that our customer service department had been in touch with them since it was filed and that the requested credit had been applied. That being said, we have reached out to the customer again and left a message containing the direct contact information for the party handling this complaint.

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.