HomeAdvisor

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ We have spoken to this customer and have investigated their concerns We found that there was in fact an error in the coverage area associated with this customer's accountDue to that error, he was in fact receiving leads from distances that were not conducive to aiding his businessIn light of this, we have issued a refund to this customer and parted ways on amicable terms

We were able to reach this customer and have addressed their concernsWe found that there had been a fundamental misunderstanding as to how our program works, specifically in regards to the billing for the leads the customer receivedAs a result, we were able to amend the balance associated with this customers account and reach and amicable solutionAt this time the customer's account has been cancelled per their request and we have parted ways on amicable terms

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]

Although we have not contacted this customer regarding this complaint, we do have information to provide.Our records, available upon request, conclusively show that not only did this customer attempt contact with nearly every lead that was provided to their account after agreeing to our terms and conditions, but that they consistently logged in to their account to "status" those leads and were well aware of the charges that were accruingOur records further show that this customer blocked any and all subsequent charges beyond their initial membership and that there was never any intention of paying for the agreed upon services from our companyAs a result of our leads, this customer was able to make contact with many of the leads provided to them and were able to generate business as a result.Because of the information described above, we are currently considering the entirety of this customer's balance to be valid and are at this time considering this matter closed

Prior to receiving this complaint, this customer was able to get their concerns addressed through our Customer Service DepartmentThey were able to reach an appropriate settlement for their situation and we have since parted ways on amicable terms

Prior to receiving this complaint our customer service department was able to address and resolves the concerns listed in this complaintWhile the listing associated with the customer's previous account with our service had already been marked for removal, we were able to expedite that process, and can now confirm that their listing in our directory has been fully removed as requested

Prior to receiving this complaint our customer service department was able to address and resolve this customer's concerns.We have apologized for any misunderstandings and/or misrepresentation on the part of the customer's sales representative and have applied credit towards their accountAt this time the customer remains an active and valued member of our service network

Prior to receiving this complaint, our records indicate that there had been communication with this customer in the middle of last month that resulted in our customer service department wiping the customer's outstanding balance and cancelling their account in fullAs emphasized in this complaint, our records also show multiple requests that the customer not be contacted by our officesIn light of these requests, at this time we have not reached out to the customer to discuss their concerns but would invite them to contact us should they reconsider they're willingness to discuss their situationThe relevant department for this complaint can be reached at [redacted] , and any communications to that address will be responded to by a party ready and willing to address their concerns

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ We have had two brief conversations with this customer regarding their account and concerns Though we were attempting to reach an amicable resolution on an internal level, this customer explained to us that they had disputed the charges relating to their account through their bankAt this time, we have yet to receive confirmation of this action from the customer's bank, so at this point we will wait to receive such communication before moving forward Regardless of what communications we may receive from this customer's bank, we feel as though we have upheld our end of the professional relationship given that this customer received several appointments for estimates and has also won at least one job through our leadsWe will continue to monitor this situation and provide updates as events warrant Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't except the response because the company is still stealing money from peopleI did get one lead but is what they took for the leadLike I said before they charge for leads that don't answer or have voicemail setupThey also stole the money from my account which was not authorizedBy doing that my account was negative and [redacted] tell lies to get a sellI will also go further on this and I have other people as well willing to talk about this scamClose to complaints aren't for nothingI want the money for suffering and putting my account in a negative Final Business Response / [redacted] (4000, 14, 2015/09/09) */ We have not had any further communication with this customer regarding their complaint as the last time we spoke we were informed that they had received charges back from their bank and considered the matter closed

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ While we were able to reach this customer and did have a conversation with them regarding their concerns, we were not able to reach a resolution The customer informed us almost immediately that if we did not concede to their demands in their entirety on the spot that they would consider the call a waste of time and end the conversationWhile we are willing to discuss credits and/or refunds for certain charges that might fall within our guidelines for those actions, we maintain the validity of the the charges associated with their account, and therefor were unable to comply with that request Though we requested time to further investigate their situation internally and reconnect with the customer afterwards, that offer was declined, and we were informed the customer would be out of the country this week and not able to communicateWe do still hope to make contact with this customer upon their return and continue working towards an amicable resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've explained to this business that my time is far more valuable to me than any amount of money that could ever be refundedThe fact that I have to continue to defend my requests for a refund and invest time in something so simple is ridiculous! I've been patientA full refund of all fees paid to Homeadvisor should not be too much to askWhen I have a dis-satisfied customer I make it a point to resolve their issue in the fastest most convenient way possible and I simply ask the customer what it will take for them to be satisfiedThen I apologize and do exactly what the customer asked for provided it's doableA full financial refund still leaves me out hours of my timeHow is this so difficult?

While we were able to briefly contact this customer we have not yet been able to fully discuss and address their concernsWe will continue our attempts to contact them regarding this complaint and look forward to reaching an amicable resolution

We have been in touch with this customer to address their concerns and are currently awaiting further information from them regarding how they would like to proceed.We have discussed the root of their concerns, our credit policy regarding leads that are generated through our service, and were able to cover several strategies and programs that will maximize the effectiveness of our serviceAt this time we are optimistic that we will be able to adequately address their needs and will continue to be able to count them among our valued customers

We have made multiple attempts to reach this customer but have not yet been successful in contacting themWe still hope to have the opportunity to discuss this customer's concerns with them and will provide any updates when available

Since receiving this complaint our customer service department has been in touch with this customer several times and were able to resolve their concernsCredit has been applied, their account settings adjusted, and at this time they remain an active and valued member of our service

Per our original response the listing in question had already been pulled from our directories, and due to a lack of communication from the owner of the account in regards to this situation their account has been since been cancelled in fullAs such, we are considering this matter closed

Prior to receiving this complaint our customer service department had already addressed the concerns listed in this complaint by this customerWhile there was indeed a typo in our notification email that alerted the customer of their upcoming charge, we are addressing that matter internally in oprder to correct the fact that the email shows "2017" as opposed to "2018." Regardless of this typo, the notification email was successfully delivered a month prior to the charge in question being processedAdditionally, a credit has since been applied to the customer's account for the lead described in this complaint, and we would also like to note that our company provided an extensive explanation of our credit process to this customer when they filed a previous complaint with the Revdex.comGiven these circumstances we are now considering this matter closed

We have once again been in touch with this consumer and are currently awaiting documentation relating to their project and concernsFurther updates will be provided as warranted

We have been in contact with this customer and were able to address their concernsWe found that there was a misunderstanding regarding the cost of the leads that this customer would be receiving as a part of their membership with our serviceThe customer made a reasonable attempt to cancel their account very early on in their membership, and as such we have agreed to a settlement with this customer

We have made multiple attempts to reach this customer but have not yet had the opportunity to discuss their concernsThe direct contact information for the party handling this complaint has been provided in voice messages to the customer, and we remain hopeful that we will have the chance to resolve this complaint

Prior to receiving this complaint, our customer service department was able to discuss this customer's account and details of our serviceTheir lead generation structure was adjusted, aspects of credit policy explained, and credit was applied to their accountAt this time the customer remains an active member of our service provider network