HomeAdvisor

After clarifying the nature and structure of our services, this customer determined that our network does not currently suit the needs of their business and made a good faith effort to cancel within the allowable time frame for a refund. As such, we were able to meet that request and have cancelled...

the account per their request.

At this time we have traded several messages back and forth with this customer but have yet to reach one another to discuss this complaint. We will continue our efforts in reaching the customer and hope to reach a resolution in the very near future.

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.

As a form of advertising, our company does not misrepresent or attempt to hide the nature of our services in a way that would suggest that there will not be competition for the leads that we provide to members of our network. Each "Market Match" lead generated through our service request process is...

subject to being matched with up to a maximum of four contractors in order to provide the homeowner the opportunity to select the company of their choice. As a part of this process, the homeowner will have access to pictures, reviews, ratings, company information, and the opportunity to speak with a representative from that company. If this complainant has further questions regarding our service we will be happy to address them, but given the nature of this complaint we have at this time placed their information on our "Do Not Call" list.

Initial Business Response /* (1000, 5, 2015/06/16) */
We have contacted this customer and discussed at length our services, admission requirements, and background checks. We discussed the ever-evolving landscape of internet referrals, and why it will always be in our company's continued interest to...

cater our service to the best contractors in the industry. At this time the customer remains a member with our service and is considering adding another account for his future ventures in other states.

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.

Initial Business Response /* (1000, 5, 2015/11/05) */
Prior to receiving this complaint, our customer service department was able to reach an amicable solution to this customer's concerns. We have provided credit to this customer's account and have parted ways on amicable terms.
Initial...

Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Long prior to receiving this complaint, our customer service department spoke with this customer and addressed their concerns at length. In order to address the concerns regarding the website that was purchased as a part of their membership with us, a large amount of credit was applied to their...

account. This credit more than covered the charges relating to the website in question, and the remainder of what was billed to the account related to the cost of leads sent to the customer. As these leads were actively utilized and engaged with by the customer resulting in multiple jobs, we feel as though our prior arrangement is an amicable resolution for their concerns. At this time we consider this matter closed and have cancelled the customer's account in full per their request.

At this time we have not yet been able to reach this customer regarding their concerns. We will continue to reach out and remain optimistic that we will be able to bring this complaint to an amicable resolution.

While we were not able to contact this customer by phone, we have instead confirmed to them via email that their requested resolution has been provided. We were able to determine that the customer made a good faith effort to cancel their membership within the time period allowed by their...

understanding of our refund policy, and as a result, that refund has been provided and their account will remain cancelled per their request.

We were able to reach this customer and resolved their concerns as outlined in this complaint.We found that there had been some confusion regarding control of the lead generation aspect of our service, and as a result the customer had made attempts to cancel their subscription within the allowed...

time frame. As a result, we have cancelled their membership per their request and have parted ways on friendly terms.

Due to the nature of this complaint, we have not contacted this customer. However, we would like to assure them that their information has been diverted to our Do Not Call database and will not be receiving any further communication from our offices.

Prior to receiving this complaint, our customer service department had already addressed and resolved the concerns listed in this inquiry. As we found that the customer had been diligent in their efforts to inform us of their intent to cancel very early into the life of their account, the customer's...

membership has been cancelled per their request and a refund has been provided.

We have made multiple efforts to reach this customer in regards to this complaint but have not yet been successful in contacting them. We do still hope to reach this customer regarding their concerns, and will provide and update should we get the opportunity to do so.

(The consumer indicated he/she DID NOT accept the response from the business.)
Ive...

talked with several staff members and 2 supervisor in regards to this I have phone records to prove this and all their conversations are taped please feel free to listen to them. They where always going to have someone else call me back last conversation I had with the supervisor he said billing would be giving me a call, but instead of ever receiving a phone call they sent me to collections.

Complaint: [redacted]
I am rejecting...

this response because: We have no received any payment jet. They just put one month payment as a credit balance in our HomeAdvisor account but that is not what we require and it is certainly not what we are talking about here. Please, we are coming to you because we feel cheated. 
Sincerely,
[redacted]

Although we have not been in touch with this customer directly, we do have information to provide and would like to use this opportunity to inform the customer that their requested resolution has been provided. While our customer service department made multiple attempts over several...

conversations to address this customer's concerns and provided a substantial amount of credit to their account, the customer remained adamant that our service would not be an adequate fit for their business needs. As such, we have cleared the remaining balance on the account, have cancelled their membership in full as requested, and we are at this time considering the matter closed.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns. A settlement was reached, the account has been cancelled per their request, and we have since parted ways with the customer on amicable terms.

We were able to reach this customer and address their concerns.We found that while there appeared to have been some difficulties in communication very early on in the life of the account, the customer did in fact make a good faith effort to cancel their account due to extenuating circumstances. As a...

result of the early miscommunications, the account was not cancelled during our typical window that allows for a refund. In light of the circumstances, we were able to reach a settlement with the customer, cancelled their account in full, and have parted ways on amicable terms.