HomeAdvisor

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 Home Advisor has contacted me we have agreed on settlementI wish to withdraw complaint thank you [redacted] Sincerely, [redacted]

We have been in touch with this customer and have been able to resolve their concernsWe found that there had been some concerns regarding leads that were applied to this account, and then subsequent complications involving multiple bank disputes being filed that led to outstanding balances after our initial discussionAt this time there is no outstanding balance associated with the customers account and the account has been cancelled in full

I would like to let you know that I have received my $reward check from HomeadvisorI would like to thanked Revdex.com and you for all your help

While we have received return communication from this customer in response to our attempts at reaching them, we have not yet been able to discuss their concernsAt this time we remain confident that we will be able to discuss and resolve this complaint with the customer and will update our response once that has occurred

Since receiving this complaint our customer service department has been in touch with this customer multiple times and has adjusted several settings to their account per their requestWhile we apologize for any prior confusion regarding our credit policies, our records show that there has been consistent credit applied to this customer's account over the life of their membership, and at this time we are pleased to be able to count this customer as an active and valued member of our network

I have received a satisfactory refund and now consider this matter resolved

We have made multiple attempts to reach this customer but have not yet had the chance to discuss their concernsWe remain optimistic that we will be able to make contact with the customer and bring this complaint to an amicable resolution

Although we have not been in touch with this customer since receiving their complaint, upon review of their account we found that a good faith effort was made to cancel their accountAs a result we have provided the customer with the resolution as requested in this complaint.We would like to apologize for any frustration and/or confusion that resulted from this situation and can assure the customer that their account has now been cancelled in full, there is no further balance owed, and no collections activity was pursuedWe would like to wish this customer and their company all the best moving forward and we are at this time considering the matter closed

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Prior to any action being taken as a result of this complaint, a customer service representative made contact with this customerThat representative clarified the nature of our service with the customer and provided them four free leads as a resolution for any misunderstandings Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We have not yet had the opportunity to speak with this customer as additional research is necessary in order to fully understand their claimsWhile we categorically reject the idea that all of the leads generated to this customer's account were not valid, we are in the process of conducted an audit on the leads provided to them and will be following up with the customer next week

Complaint: [redacted] I am rejecting this response because I was at my bank yesterday and the money has not been returned to my account Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ We apologize for any inconvenience this consumer may have suffered as a result of someone putting in their phone number on several different service requests over the last few yearsUnfortunately we have no information as to whether the calls they have been receiving are the result of malice towards the consumer from an unknown party, a prank, or simply an innocent mistake made by another consumer At this time we have flagged this consumer's contact information to prevent any further calls from anyone making a service request using their number and have added all current information in our system to our "Do Not Call" list As a result of the aforementioned actions, we do not foresee the source of this consumer's concerns progressing any furtherIP address information can be dealt with on an internal level, but we cannot release information regarding it due to proprietary information being involved Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your prompt action, and taking steps to ensure my contact info will be protected so this does not happen again While I understand and appreciate privacy issues around the identity of the computer and person using my data, I do hope that the company will look further into this, and take action to stop this person Again, thank you for taking care of this

Prior to receiving this complaint a senior member of our customer [redacted] department had been in touch with this customer and explained our credit guidelines, processes, and policies to this customerWe do not and cannot guarantee contact with the leads that are generated through our service, and throughout the life of this customer's account we can confirm that a substantial amount of credit has been applied per the aforementioned guidelinesWe would also like to note that all members of our [redacted] are free and in fact encouraged to adjust their account settings and/or pause their lead generation in order to control their spend at any timeWhile this customer's account currently remains active, we do not feel as though the amount of additional credit requested in this complaint is warranted and we are this time considering this matter closed

After reviewing this customer's account we were able to apply the appropriate credits to this customer's account to resolve their concerns, and at this time the customer remains an active member of our network

Upon review of this customer's account we have determined that there was a good faith effort to cancel their account within what they understood to be the allowable time frame in which to receive a refundWe would like to apologize for any confusion and/or frustration that resulted from the customer's time with our service, and would like to use this opportunity to inform them that their requested resolution has been providedAt this time the customer's account has been cancelled in full per their request, a refund for their membership fee has been processed, and those funds should be reflected on their credit card statement within the next 10-business days

Per our previous response, this customer agreed to the settlement as offered by our company during our last contactA refund was provided for the amount discussed and we consider this matter closed

In reviewing our records, we were able to determine that the situation described in this complaint occurred in 2013, and at that time the concern of receiving leads for fencing were promptly addressed and the customer received credit for the leads in questionFollowing that situation, the customer's account was properly profiled for the roofing leads that they originally requestedThe customer later cancelled their account with a large outstanding balanceThis issue resurfaced when our company received contact from this customer inquiring about rejoining our networkThey were at that point informed/reminded of the balance that was left over from the former accountWhile we would entertain negotiating some sort of balance regarding that balance should they decide to move forward with returning to our network, at this time we have no reason to consider that balance as anything other than valid

Initial Business Response / [redacted] (1000, 12, 2015/11/24) */ Though we have not been able to speak with this customer directly, we did receive a voicemail advising us that tomorrow would be a good time to reach them and that they are willing to discuss their concernsAdditionally, the voicemail mentioned that the customer may have employed legal counsel, which if that is the case we will have to defer our communications to our legal departmentWe will reach out to the customer tomorrow as mentioned and will provide further updates as events warrant Final Business Response / [redacted] (1000, 13, 2015/11/24) */ We were able to reach this customer and have addressed their concernsAlthough we have confirmed that the leads associated with this account were valid, given that the customer was dissatisfied overall and prepaid a lump some for future leads, we have reached a refund agreement and have parted ways on amicable terms

Prior to receiving this complaint, our customer service department was able to address this customer's concerns and provided a refund to their accountAt that time, however, we were unaware that the customer had also filed a charge dispute with their bank which resulted in this customer receiving their money back twice, thus leaving a balance on their previous account with our serviceSince receiving this complaint we have reached back out to the customer to explain the situation at handPer our last conversation, the customer is following up with their bank to review their transaction history and will respond to our company with their findingsWe are confident that their bank will confirm the details of the situation as we have explained, and once this has been completed we will be able to consider the matter closed

Upon further review of this customer's account we were able to determine that that was in fact one charge levied to the account after the customer had requested cancellation, but that it was a recurring monthly charge for the month prior to the customer's cancellationNevertheless, in an effort to resolve this complaint on amicable terms, we refunded that charge as well and are considering this matter as closed