HomeAdvisor

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.

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]

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 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.

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.

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.

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.

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.

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]

After speaking with Mr. Willard he stated he would contact me again. So far he has not done so. Still waiting to hear back from him as posted before.

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] 
Chris Mangum

Initial Business Response /* (1000, 5, 2015/08/13) */
We have reached this customer and have been able to address their concerns. We have found that there was a breakdown in the intial setup of their account, and in order to correct this and part ways on friendly terms we have issued this customer...

a full refund.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
HomeAdvisor Representative apologized for what happened, and issued me a full refund.

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]

Prior to receiving this complaint we had received an email from this customer and were able to review their account. Although we have not spoken with the customer directly, we have exchanged emails in which we informed them that their requested resolution has been provided. At this time a refund has...

been applied, we have extended our apologies for the confusion, and we were able to part ways with the customer on friendly terms.

Complaint: [redacted]
I am rejecting this response because:   There were definitely not enough credits given due to the fact that I would receive several leads every day, at which I was charged for every single lead, and 90% of the time I was not able to get in touch with the customer, or the customer would claim they submitted the request months ago. It is proven that Home Advisor circulates that same leads and shares them amongst other lead generators and it is difficult to acquire jobs through these leads.  Also, whenever I would get a job, the amount of money that would be owed to Home Advisor for all the other bogus leads outweighed any profit that I would get from a sale.  Overall I wish I never even started getting leads through Home Advisor, as I was sorely misled by the initial salesman.
Sincerely,
Devin [redacted]

As mentioned by this customer in their complaint, upon the customer's request our company immediately cancelled their membership and began the refund process. We unfortunately do not have any means to expedite this process any quicker than what has been stated to this customer, and as this process...

is underway, the customer can expect their refund to be reflected on their credit card statement within the next 10 business days. We apologize for any confusion and/or frustration that has occurred as a result of this situation, we will be reviewing the initial sales process internally, and we are at this time considering the matter closed.

As stated in our previous response, we have extended to this customer what we believe to be a fair offer to resolve this complaint. We would like to reiterate that the offer will continue to stand, but otherwise we are considering this matter closed.

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.

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.

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]