HomeAdvisor

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.

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.

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.

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.

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.

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.

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.

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.

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.

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]

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.

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.

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.

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

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.

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.

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 our customer service department was able to contact this customer and address their concerns. A settlement was reached, a refund has been provided, and at this time the customer's account has been cancelled in full per their request.

Do to security concerns we do not typically allow for individuals that are not listed on an account to make changes to personal and/or contact information on that account. [redacted]ver, as this is an unusual situation, he have put a "hold" on the account in question and have removed the associated...

listing from our directory until we are able to make contact with the owner of that account. Although our attempts to reach the account holder in question have thus far failed, their directory listing will remain down until we are able to resolve this situation. We apologize for any confusion and/or frustration that has occurred as a result of these circumstances and we hope to fully resolve the situation as soon as possible.

Initial Business Response /* (1000, 6, 2015/11/04) */
We have spoken with this customer and have addressed their concerns. We found that there was some confusion surrounding the initial set up of their account, and that the account was never set in a way that was a good fit for the customer....


Given the short time that they were with us and the issues we found during our investigation, we have agreed to wipe their balance and cease all collections activity. At this time we have parted ways on amicable terms.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
They contacted us 11-3-15 and emailed that they reversed charges and askef thst we notify you that they resolved this.