HomeAdvisor

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.

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.

Complaint: [redacted]
I am rejecting this response because:They're lying. They did not immediately refund the money. I never heard from them until they found out visa had refunded my money. in fact they were still trying to bill me for the leads money of which there was only 1 legitimate lead. They didnt respond to me for 30 days and that was to make up a story about me owing them leads money but they were going to be kind enough not to bill me for something I never used. Their 72 hour window doesnt apply because the account still hadnt been set up properly until 72 hours after the account was approved. the whole thing was a farce and continues to be so till this day. At this point though all money has been refunded but not he way they say.
Sincerely,
[redacted]

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.

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.

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.

Since receiving this complaint our customer service department was able to reach this customer, discuss their concerns, and were able to make adjust their account settings. Credit was also applied, and we are pleased to still count this customer among the valued members of our service.

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]

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.

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]

Final Consumer Response /[redacted]/
John Williard reached me this morning and we reached a resolution. HomeAdvisor has apologized and has agreed to refund me the $287.99 along with two leads I was charged for in the amount of $32.00.
Although I am happy that they have refunded my...

money I still would not recommend their company to any fellow contractors based on my experience.

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.
They have also credited me my $280.00
Sincerely,
[redacted]

This consumer had not made our company aware of their concerns regarding the work on their home prior to filing this complaint, and as such, we were not previously afforded the opportunity to discuss any potential solutions with either this consumer or the contractor in question. We do attempt to...

resolve such issues through our Customer Solutions Department, and that department has reached out to this consumer and provided the direct contact information for the party handling this complaint by both phone and email.

Initial Business Response /* (1000, 5, 2015/09/08) */
We have been in touch with this customer and have addressed their concerns. After clarifying several aspects of our service that were relevant to this complaint, we have provided a refund to the customer.

We have attempted to make contact with this customer but have not yet been successful. However, our records indicated that the credit being requested was already applied to this customer's account during a conversation with a representative in our customer service department. At this point we assume...

the customer's complaint has been adequately addressed, but if the customer does have any further concerns we will be happy to discuss them.

Complaint: [redacted]
I am rejecting this response because I was at my bank yesterday and the money has not been returned to my account.
Sincerely,
[redacted]

We have made multiple attempts to reach this customer regarding the concerns listed in this complaint but were unable make contact. On each attempt to the primary phone number listed on this complaint, we left a voice message informing the customer on how to reach the party addressing this matter,...

and at this time we remain optimistic that we will be able to bring this complaint to an amicable resolution.

In addition to the calls made prior to and mentioned in our initial response, we have made multiple attempts to contact this customer since receiving their rejection but have still not been successful in reaching them. We did receive one return voice message from the customer in which they reiterated their desire for a refund, but we will be unable to provide a decision on the merits of that resolution without first discussing their account with them directly.

Prior to receiving this complaint we were able to make contact with this customer and resolve their concerns. Our records indicated that prior to the charges in question, we had a live chat dialogue with the customer that included clarification that the customer's leads were not off...

indefinitely, but rather for a finite amount of time. That being said, there was a remaining balance associated with the account that we have since cleared and have now cancelled their account in full as requested. We would like to apologize for any undue confusion and or frustration that may have occurred during this process, would like to wish this customer and their company all the best moving forward, and at this time we are considering the matter closed.

Prior to receiving this complaint our company had been investigating this consumer's concerns through our established problem resolution process. As a result of this investigation we had referred the consumer to the course of action this complaint states that they have already taken in respect to...

pursuing legal action against the contractor directly. As made clear in our service's terms and conditions, we are a third party advertiser and cannot be held responsible for the quality of work as performed by service providers listed in our directory, nor do we make any guarantees thereof. We would also like to note that per the documentation our company received and reviewed prior to admitting the contractor in question to our network, the party that this consumer is alleging to have a criminal background was not affiliated with the account or company, and that the primary account holder successfully passed our criminal background check.