HomeAdvisor

Although this complainant is a party other than the account holder with our service, we have been in touch with the latter and were able to resolve the concerns that lead to this complaint. In order to resolve the matter at hand we have amended the balance associated with their account, there...

is no further balance owed, and the customer's account has been cancelled in full per their request. We would like to apologize for any confusion and/or frustration that came as a result of this customer's experience and wish them all the best moving forward.

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.

We have made multiple attempts to contact this customer but have not yet been able to reach them. We have provided the contact information of the person handling this concern in several voice messages and will update our response should we receive any return communication.

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.

Prior to receiving this complaint, we had been in touch with this customer regarding their concern and had already taken all available steps to ensure that there would be no further communication made from our company to theirs. After this had occurred, a call was made to a number that was...

previously unknown to be associated with the customer's company, and as such, we had been unable to add it to the aforementioned process. The customer has since confirmed that our list of numbers associated with their company is complete and should therefor not receive any further communications from our company.

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]

We have been in touch with this customer and were able to hold a productive conversation regarding their experience and our service overall. Upon reviewing their account we found that this customer had made a good faith effort to cancel with a refund within their understanding of our policy, and as...

such we were able to reach a settlement and closed their account as requested. At this time we have parted ways with the customer on friendly terms and wish them and their company all the best moving forward.

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.

Initial Business Response /* (1000, 5, 2015/09/29) */
Though we were able to reach this customer, we were not able to hold a constructive conversation regarding this complaint, nor the balance that is still associated with their account.
While we maintain that the charges to this account are...

valid, we were willing to work with the customer to reach an amicable solution regarding their balance. We did not get the chance to present our solution, however, as the customer informed us that he did not wish to be called again and the conversation was ended.
Initial Consumer Rebuttal /* (4200, 12, 2015/10/21) */
I was never called to set up a resolution to the complaint nor did I ever tell the company I did not wish to speak to them regarding a resolution. I will pursue this in a court of law with a lawyer if I have to.
I can provide records of my email proving they did not try to contact me. In fact they have only sent emails threatening to send the account to collections and offering me more "leads" I do not wish this complaint to be closed
Final Business Response /* (4000, 14, 2015/11/17) */
If necessary, we will be glad to provide the Revdex.com documentation of our call with this customer on 9/29/15 that lasted for 6 minutes and 5 seconds. We maintain that we attempted to work with this customer but were told that they had no further interest in discussing their complaint and informed us that they no longer wished to be contacted.
Should the customer choose to seek legal counsel, all further communications will need to be made through our legal department.
Complaint Response Date bumped because: Holiday

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

While we have exchanged voice messages with this consumer, we have not yet had the opportunity to address their concerns directly. We remain optimistic that we will touch base with the consumer soon, address their concerns, and will reach an amicable resolution to this complaint.

Although we do our absolute best to accurately forecast the amount of leads that we will be able to generate for specific tasks in specific areas, in this case we were not able to provide the amount of leads that our system had previously indicated that we could. With this being the case, we were...

able to discuss the situation with this customer, provide a refund as requested, and we have since parted ways on friendly terms.

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.

Since receiving this complaint our customer service department was able to touch base with this customer and address the concerns as relevant to the credits that were requested. At this time the customer's account has been credited, their lead generation has been placed on hold until next month...

as requested, and we are pleased that the customer remains a valued member of our service network.

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.
The amount was not refunded the same day it was over 3 weeks later after I made an additional phone call to me company. I was asking for proof that my account had been cancelled that they refused to send me. Once they actually did refund my payment there was an email sent stating it was cancelled. The issue has been taken care of, but the company never had the authorization to charge my card to begin with and took over 3 weeks to refund our money.
Sincerely,
[redacted]

In discussing this complaint with the customer and reviewing our records, we found that the customer did make a reasonable effort to cancel within the allotted time to receive a refund for their membership. As such, we have wiped the outstanding balance that was associated with the customer's...

account and have since parted ways on friendly terms.

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.

Initial Business Response /* (1000, 5, 2015/08/12) */
After researching this account and speaking with the customer, we have determined there was a fundamental misunderstanding regarding the leads that are generated through our service, as well as the charges that come as a result.
The customer...

stated that they never wished to receive leads, but this is not a typical option for a new membership with our service. After receiving a lead, the customer cancelled their membership entirely and disputed all charges with their bank. The fee for the lead had remained on the account balance after this transaction, so in order to part ways on amicable terms, we have cleared their balance and refunded their account for the lead charge. At this time their account has also been fully cancelled.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

In reviewing our records and speaking with the the customer, we were able to determine that our office has not contacted the customer since last year following their membership with us, and that the people currently soliciting them most likely found customer's number from their former listing in our...

directory. The customer's profile with our service has long since been pulled down and their number removed from our system, so we have advised the customer that they bring the numbers contacting them to the attention of regulatory agencies such as the Do Not Call Registry or their state's Attorney General officer.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns. It was determined that our service was not a good fit for the customer's business needs, a settlement was reached, and we have since cancelled their account per their request.