HomeAdvisor

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.

Prior to receiving this complaint we had been in touch with this customer and provided a refund as a resolution to their concerns, but since that time a chargeback was issued by the customer that has resulted in an outstanding balance associated with their account. As the customer has essentially...

received their money back twice, we have reached back out to them in order to take a new payment but have thus far been unsuccessful in that pursuit. At this time we plan on reaching out to the customer again next week and will continue working to bring this matter to a full resolution.

Initial Business Response /* (1000, 5, 2015/09/04) */
Though we have been in communication with this customer via email, we have not yet been able to hold a meaningful conversation as to resolving their concerns. The customer has stated that they prefer not to communicate by phone, so we will...

continue our efforts to resolve their concerns as best we can.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
One Email was not much of an effort to resolve anything. I had to change my phone number after joining with this site due to being bombarded with hundreds of out of state call. I will not communicate with this company over the phone so it can happen again.

Complaint: [redacted]
I am rejecting this response because: I am requesting a refund in FULL since the service was not as advertised. I have NOT won "many" jobs, I have gained a couple jobs out of the 9 months and out of several bogus leads.   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They charged me Wrong leads, trying to scam small business, they are killing small business, I have been reserching on internet, and there are a bunch of companies with same problem than mine, they are working in a bad way with people, if they think this case is close, then they have to remove the money they are charging for no service recieved.
Sincerely,
[redacted]

We have not yet been successful in contacting this customer. Someone who answered the number listed on this complaint informed us that it was a wrong number, and the other number listed on their account has a full voicemail box so we have also been unable to leave any messages. Per our records, we...

show no indication that this customer had attempted to cancel their account in the timeframe stated in this complaint, and we can also confirm that leads sent to their account were being contacted by the customer long after the supposed cancellation date. Despite this discrepancy, a large amount of credit was applied by our customer service department prior to our office receiving this complaint. While we are of course still willing to discuss this customers concerns with them,without further contact from the customer we are at this time considering the matter closed.

While appreciating the unique situation this customer faces in regards to the review in question, we are at this time deferring to our original response to this complaint and are continuing to consider the matter as closed.

Initial Business Response /* (1000, 5, 2015/07/02) */
We reached out and spoke with this customer on the same day this complaint was filed, and though the customer informed us that he had filed the complaint, we had not received it.
We have informed this customer that the profile page...

associated with their former account has been removed, and any site containing information for both our company and theirs will soon be pulled. Until that time, any call placed to one of our numbers will reroute to the customer's without interference from our company.
We have a long standing policy of respecting our customer's wishes when it comes to both privacy and they ways their company can be found online. We will always honor requests for listing removals, but hope that our customers understand that this process does take some time.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the company did finally remove our name from there advertising. They have completely fabricated the fact that they respect ALL customers requests for listing removals. We had to contact Home Advisor multiple times and were lied to time after time about what they would do. I have read a large amount of complaints from other contractors that have had the same problems with there service. Clearly this IS the way they do business. When they cant show local contractors listed on there web page in an area it is detrimental to there business. This is clearly why they feel the need to bully the local contractors that are trying to sever ties with the company. If this company was upstanding, they would not let things go so far, that people are filing complaints against them on multiple forums, social media, etc.

Initial Business Response /* (1000, 5, 2015/08/28) */
Though we have not been in contact with this customer, we do have information to provide regarding their complaint.
We will not be posting the review provided to us by this customer because it does not adhere to our company guidelines in...

regards to reviews. Specifically, the review does not in anyway relate to the service provided by the company whose profile they are requesting that it be posted to.
Per our policy as relevant to this complaint, reviews will not be posted if:
1. Review does not address the goods and services of the business or has no qualitative value (e.g., "work has not started yet").
2. Comment contains verbiage concerning a different Service Professional.
3. Information is not related to work requested in the service request
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Home Advisor contention that price "Does not in any way relate to service provided" is absurd. I believe it is dishonest to refuse to post a review simply because it is unfavorable to the company.
Complaint Response Date bumped because: Holiday

Complaint: [redacted]
I am rejecting this response...

because: part of the settlement was complete refund. I asked dorm a confirming get e-mail . I have not received either.. I have experiencedone missed call backs, commitmentso with no actions. I want acknowledgementioned of full refund and a date by which I can expect reimbursement.  Action not words. This has been exhausting. I appreciate your help. 
Sincerely,
[redacted]

Per the terms and conditions and our service, the reviews posted to our site must be based in or at least related to the quality of the work performed by the service professional that the review is being written about. As this consumer's review did not meet this criteria, it has been added to our...

internal records about the contractor in question but was not posted for public viewing. While we did reach out to this consumer in an attempt to explain this, we were not able to reach them but left a voice message containing the direct line of the party that would handle their concerns. We would also like to add that this call was made during normal business hours and that we do not have any offices that are open and/or making calls at the time this consumer suggests. Given these circumstances, unless we receive further communication from this consumer that would allow us to amend the review as currently written we are considering this matter closed.

We have been in touch with this customer and were able to resolve their concerns. In discussing the situation with the customer we determined that there were in fact instances of leads generated to their account that were deserving of credit, and in light of that fact we were able to amend the...

outstanding balance that had been associated with their account. At this time the customer remains a valued member of our network and we are in the process of returning the customer's account to fully active status.

Due to the nature of this complaint we have not attempted further contact with this consumer, but we do have information to provide. As mentioned by the consumer, we confirmed that there were a number of service requests submitted through this consumer's account that should not have been sent to...

local service providers, and were instead meant to be marked for the possibility of future needs as requested. As result, we have contacted each of the service professionals that were matched to this consumer, informed them that the consumer is not to be called, and subsequently credited those service professionals' accounts for the lead fee that resulted from the requests. Additionally, we have added this consumer's information to our "Do Not Call" list and they should not be receiving any further communications from either or company or members of our service network. We sincerely apologize for the unwanted contact that resulted from this situation and would like to assure both this customer and anyone reading this complaint that appropriate internal action was taken.

Initial Business Response /* (1000, 5, 2015/06/16) */
We have not contacted this individual regarding this complaint.
As a part of our service, the contractors in our network receive multiple listings across the web to increase their visibility. With each of these listings, we display an "Exact...

Match" phone number that facilitates the ability to accurately measure the amount of homeowners that find our members as a result of the listings, for the benefit of both the contractors as well as our company. When these calls are routed through our company, every employee is required to identify themselves as a representative of our company.
We have these policies outlined in detail on our website's Terms and Conditions, in which our extensive Privacy Policy is readily available to the public. While we feel as though these measures and policies are more than adequate, we have also deleted this person's information from our system.

We have been in touch with this customer and were able to discuss and address their concerns. We were able to adjust their account settings, credit was applied, and we are pleased to still count them among our active service network members.

Although we have not been in direct contact with this customer we do have information to provide. Prior to receiving this complaint the customer's account had already been marked as "Do Not Contact," so we have honored that request and removed the outstanding balance that was associated with their...

previous account. At this time the account remains cancelled in full as requested, there is no money owed, and the customer will not receive any further contact from our company.

After reviewing the circumstances that lead to this complaint and discussing the concerns voiced be this customer, we were able to determine that there had in fact been some issues regarding the volume of leads that were provided to the customer's account during specific spans of time. To resolve...

this issue we were able to amend the outstanding balance associated with the account, readjust the settings for which future lead generation will occur, and at this time the customer remains an active and valued member of our network.

This complaint is currently being addressed through our Problem Resolution process handled by our Customer Solutions Team. At this time they are gathering documentation from both the complainant and homeowner in question and working to bring their situation to an amicable resolution.

We have been in touch with this customer and were able to reach an amicable resolution to their concerns. Given the circumstances, we were able to agree to a settlement regarding their outstanding balance, have cancelled the account per their request, and at this time have parted ways on friendly...

terms.

While we have not yet been able to reach this customer regarding their concerns, we do have information to provide.During the short life of this customer's account our service only ever provided two leads to the customer, and we can confirm that the customer was able to win a job as the result of...

one of those leads. Our records, available upon request, conclusively confirm that the accusation of "billing with no restraint" is entirely unfounded, that credit was provided to the customer, and that our customer service department had been in contact with them regarding their membership and account activity. While we are still open to discussing the customer's concerns with them, at this time we will refrain from further contact until we receive return communications to our attempts at reaching them.