HomeAdvisor

Complaint: [redacted] I am rejecting this response because: How am I going to have documentation of home advisor sending me a customer that was a drug dealer and tried to pay me with prescription pain killers Sincerely, Joseph [redacted]

Prior to the filing of this complaint and as stated by this consumer, this consumer has communicated with management across multiple departments in our company and has had our industry leading background screening procedures explained to them at lengthWe have further explained the multitude of steps our company has taken that will prevent the service provider in question from being a part of our network in the future As this consumer's concerns have already been addressed in great detail, appropriate measures have been both pursued and taken, and as the consumer has also referred their concerns to their local authorities, we are at this time considering this matter closed

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ This customer's concerns were addressed and resolved prior to our office receiving this complaint At this time the customer's account has been closed with no further balance associated with it Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They owe us a refundPeriodAs I stated when I made my original complaint, the can send us our refund by check or directly to our credit card, and I want them to show me proof of having removed our credit card information from their systemUntil they produce these results, you needn't present their responses to me Final Consumer Response / [redacted] (2000, 10, 2015/12/08) */ From: [redacted] (mailto: [redacted] @ [redacted] ) Sent: Tuesday, December 08, 9:AM To: [redacted] Cc: [redacted] @homeadvisor.com Subject: RE: Complaint Case XXXXXXXX [redacted] & ***, There were actions that I requested in order to resolve the issue and close the caseOne was that I get my money back, the second was that they completely remove our billing information from their system entirely, with no further access to charging anything to us I have the credit card on my statement, so the first point has been taken care of The second point, removing our billing information ENTIRELY from their system, I can only take HA's word that this has been done ***, if you can confirm that you have completely removed our billing information, then "reply all" on this e-mail so [redacted] can hear it straight from youI don't just want to hear that you've closed our account, I want to hear that you have deleted our information completely, make it like you've never heard of us in the first place ***, my experience with the customer service at HA (and ***, you may as well know this) makes me believe that these folks have questionable ethicsI don't completely trust that they have deleted our billing informationI will save this e-mailIf I learn that they still have our credit card on file, you can bet that both of you will hear from me again ***, thank you for all your help in thisHA was in no way cooperative until I forced it on them ***, you know it's really a shame that I had to not only get the Revdex.com on you, but I had to contest the charge through your merchant services accountYou do understand that if you get enough complaints through merchant services, it raises your company's credit card processing fees? For that reason, you may want to advise your customer service representatives to be a little more cooperative in correcting the matter when they bill customers erroneously Thanks for your attention, ***

After several attempts, we have not yet been in touch with this customer to address their concernsWe remain optimistic that we will have the chance to address this complaint sometime in the near future

Prior to receiving this complaint our customer service department was able to reach this customer after making contact by way of posts made on social mediaAt this time we can confirm that the lead credit in question has been provided and that their account has been closed per their request

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ We have been in touch with this customer were successfully able to address their concerns We explained and clarified several aspects of both our billing and credit processes, as well as cleared up the parameters by which our terms and conditions define a valid leadIn order to move forward, we have agreed to a partial refundAt this time the customer remains a member of our service Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I disagree with some of the parameters of their qualified leads, at least now I know what those parameters are and am willing to give them another chance

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns and the details of our service overallAs a result a settlement was reached, the account has been cancelled as requested, and we have since parted ways with the customer on friendly terms

As a part of our Consumer Verified Reference process, we attempt to make contact with consumers to confirm the information we receive in their review is accurateAs this consumer did not provide their phone number, we had previously reached out to them via email as a part of this process but did not receive an answer, and thus the review was left on a "pending" statusAs we are viewing this complaint as confirmation of the review's source and information, the review in question has since been posted

Complaint: [redacted] I am rejecting this response because: they have not called this week as discussed Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ We were not able to match the contact information that this customer provided to any account in our systemAs such, we sent two emails to the address they provided in an effort to acquire a phone or account number, but have yet to receive a response We are certainly willing to add their information to our "Do Not Call" list, but at this time we would need more information in order to accomplish that task

We would like to assure this consumer that our company has no affiliation or partnership agreements with the website listed in this complaintWebsites such as these are often constructed and hosted by third party organizations in an attempt to garner traffic and/or lead information from consumers in order to redirect them to existing services such as oursWhile we regret any assumptions this consumer may have drawn from the language used on the site in question, we had no part in its creation or maintenance and cannot be held liable for its content

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, as long as there are NO additional or future charges Sincerely, [redacted] *

Our office did receive the emails mentioned in this complaint and we were able to have an exchange with this consumer regarding their concerns around the same time this complaint was filedAfter consulting with our tech department, we were able to determine that several newly hired sales representatives had been mistakenly assigned an extension that unfortunately matched the number for this complainants office, a third party and unaffiliated companyUpon receiving communication from this complainant detailing their situation, we were able to correct that issue and reassign our representatives a proper, internal extension and phone numberWe apologize for any inconvenience that this error caused

We have been in touch with this customer and are currently awaiting further communication on how they would like to proceed with their account; we have apologized for any confusion that resulted from our autorenewal policy for membership with our service, a refund has been provided, and we are currently discussing the possibility of the customer reactivating their accountAt this time we remain optimistic that we will continue to be able to count this customer among our valued network members

Due to the nature of this complaint we have not been in touch with this consumer, but would like to apologize for any unwanted contact that they have received from our companyWe are also currently investigating the allegations as to the conduct of our representative and will be pursuing disciplinary action as deemed necessary by the results of that investigation We have honored the consumer's request to be placed on our Do Not Contact list and would like to assure them that they will not receive any further contact regarding our service

As stated by this customer in their complaint, although credit had been applied to their account for the amount of the charge in question a refund had not been startedThat process has since been initiated and the customer can expect their funds to be reflected on their credit card balance within 10-business days from the time of this response

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ We have been in touch with this customer and were able to discuss their concerns with them We reviewed how our advertising works, and through our discussion we concluded that our service is not an ideal fit for this customer's businessIn order to part ways on amicable terms, we have issued a partial refund to this customer

Complaint: [redacted] I am rejecting this response because:HomeAdvisor discontinued their relationship with the contractor after I filed complaint with Revdex.comEven though the agreement that they want (and wanted) me to sign with the contractor is detrimental to me, they refused to help because I would not sign the agreementAnd if they had reasons to discontinue their relationship with the contractor, why have they been insistent on me signing an agreement that requires that I let them (the contractor) break my garage instead of them (the contractor) redoing my driveway? They refused to work with me to get the contractor to come up with an agreement that would not break the garage, and instead have them fix the drivewayNot only did they stop helping me unless I signed the agreement, but they also took off the hold from the contractor's accountWhy did HomeAdvisor find it necessary to remove my first review of this contractor? And then when I submitted my second review, they back dated it so that it did not show on the first pageThey place their priorities with the unscrupulous contractor and not the aggrieved consumer Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ We have discussed this customer's concerns with them and have reached a mutually beneficial solutionIn light of the customer's medical situation, we have wiped the balance that was associated with their account and made sure that they will not be sent any leads until they are able to work again Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) The reassurance that my account has been wiped and a suitable apology was receivedThank you Revdex.com

Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ We were able to reach this customer and have addressed their concerns We found that there was some confusion regarding the tasks for leads that this customer would be receiving as a part of our networkTo correct this issue, we have reached a settlement with the customer and have parted ways on friendly terms