HomeAdvisor

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ We have been in touch with this customer and attempted to address their concerns The customer maintains that in their opinion, the leads they were sent are not validUpon investigation, we can confirm that the customer was able to speak with one of his leads, and that their other lead has made multiple service requests through our service in the past, has hired contractors, and is certainly also a valid leadDespite this, we did offer to refund for the leads as a show of good faith, but the customer refused this offer and demanded his membership fee back as wellAs we have delivered the service that was initially agreed upon with this customer, we cannot justify that demand We informed the customer that the offer to refund for their leads will stand should they choose to reconsider Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) As far as my concern, both leads HomeAdvisor sent me was not potential leads cause the 1st one didn't email me back & hesitantAnd the 2nd lead three of my calls goes to voicemailThis is not the service they have promise me when they let me sign upWhat good faith are they talking about,,,, at least give me all my money back to make it fair cause they failed to tell me the truth before when they let me signed up for their servicesI wouldn't sign up with HomeAdvisor if only I knew about the leads they're sending to their contractors and the headaches they cause meI am the victim here of bad business practice and just want my money back and I'll forget the bad experience with HomeAdvisor as a learning lesson Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2015/11/30) */ We maintain the position expressed in our original responseWhile we are adamant that the leads this customer received are valid, we are willing to refund the charges associated with them in order to resolve this complaint on amicable termsHowever, because of the validity of the leads, we are not willing to refund the membership fee that this customer agreed to when they signed up As previously noted, this offer will stand should the customer choose to reconsider

Due to the nature of this complaint, we have not attempted to reach this consumer but do have information to provideWe found that a homeowner had entered a service request with an incorrect phone number, one that belongs to this consumer, and the calls that were made were attempts to ensure that their needs had been fulfilledAt this time we have placed the number in question on our Do Not Call list, and the consumer should not be receiving any further communications from our offices

Upon investigating the allegations made in this complaint we were able to confirm their validity and have taken a proper course of actionAt this time the contractor in question has been removed from our network and we are making further inquiries as to how and/or why the charges were not included on our initial background screening results

Due to the confusion surrounding the timing of this customer being billed for their annual membership with our service, we were able to reach a settlement with the customer regarding that charge and have cancelled their account per their requestAt this time the customer has been refunded for the charges in question and we have parted ways on friendly terms

Although we have not yet been able to contact this customer regarding their concerns, we have provided the contact information for the party handling this complaint in both a voice message as well as in a message to a member of the customer's staffWe look forward to fully addressing the customer's concerns and remain optimistic that we will be able to bring this complaint to an amicable resolution

Complaint: [redacted] I am rejecting this response because:home advisor still hasn't removed there charges from my credit card there are charges totalling over Still there as of 4//.they have been emailed paperwork from collection agency but still no response Sincerely, ***ard [redacted]

Our records indicate that prior to receiving this complaint, this customer was in touch with our customer service department and has opted to remain as a member of our serviceWhile that resolution gives us the impression that the customer's concerns have been adequately addressed, we have also followed up and left another message that includes the contact information of the party handling this complaint to confirm that they are satisfiedIf the customer wishes to amend their current arrangement or if they have any further questions we will be happy to address them

Complaint: [redacted] I am rejecting this response because: I haven't received any voice call regarding my caseThey know my telephone number: [redacted] Sincerely, * ***

At our last contact with this consumer we were informed that arrangements had been made with the service provider in question to correct the work quality concerns that lead to this complaintAt this time we have no reason to believe that these concerns will not be addressed in a manner that will result in a full resolution of the situation, and as such we are considering the matter closed

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 $ Sincerely, [redacted]

While we appreciate this service professional's dedication to their craft and their reputation within their community, as stated in this complaint there are criminal background concerns that render them ineligible for membership with our networkFurther information regarding our background screening requirements and relevant terms and conditions can be found on our home website, and at this time we are considering this matter closed

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 aboutAs 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 viewingWhile 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 concernsWe would also like to add that this call was made during business hours and that we do not have any offices that are open and/or making calls at the time this consumer suggestsGiven 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 concernsWe found that there had in fact been some confusion surrounding this customer's account structure, both in regards to settings and billings, and that because of this the customer had made very reasonable efforts to notify us of their cancellation in a timely fashionWe were able to hold a productive conversation regarding this customer's experience, have reached a settlement that included the cancellation of the customer's account, and we have since parted ways on friendly terms

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] ***

In speaking with this customer and reviewing our records, we found that the customer had in fact attempted to cancel their account within the allowed period of time for a refund, but that there had been a delay in reaching the correct departmentAs such, we have refunded the customer's membership and have parted ways on friendly terms

We have been in touch with this customer but have not yet been able to reach an amicable resolutionAn additional call has been made by a second member of our management team, but we have not yet heard back from that communicationWe remain willing to discuss this customer's concerns and look forward to resolving theor complaint

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ We have discussed the nature of our service as a whole, as well as what is to be expected of our leads with this customerWe have always been a form of advertising, and have never guaranteed that all of our leads will result in winning a job There are many circumstances for which we credit for invalid leads, but the lead must fall within our guidelines We have provided credit to this customer's account for future leads, and have encouraged them to always keep in touch with leads from the past that did not immediately develop into workAt this time the customer remains a member of our network

Our internal review process for ratings and reviews provided to us by homeowners requires that we follow up with the contractor in question to ensure they do not have a valid rebuttal to provideIn this case, the documentation provided by the contractor did not disprove the rating that this complainant filed with us, and therefor it has since been postedWe would also like to assure this consumer that our company complies with all state-level licensing requirements for any task that we recommend members of our network to perform; If a contractor in our network is not licensed perform a particular task, they will not be matched with a homeowner to for that task through our Service Request processIn this case, the only leads that we provide to the contractor in question are for tasks involving the design stage of renovation projects, and the state of North Carolina does not require a license for that discipline As this complainant did not use our Service Request process or inform us of the scope of their project, our company was at no time privy to the details of the services for which they were attempting to hireAs such, we could not possibly have confirmed or denied whether or not the contractor was licensed to perform their projectWe can also confirm that the contractor does not claim to possess or hold any licenses outside of their stated business expertise anywhere on their profile in our live directory

In speaking with this customer and reviewing our records, we were able to determine that there had indeed been some confusion regarding this customer's lead generationAs a result of our discussion we were able to reach an amicable resolution with the customer and have since cancelled their account with no further balance owed

Complaint: [redacted] I am rejecting this response because: I am working with Home Advisor and [redacted] to resolve the issue, it has not been completed yet Sincerely, [redacted]