HomeAdvisor

This consumer had not made our company aware of their concerns regarding the work on their home prior to filing this complaint, and as such, we were not previously afforded the opportunity to discuss any potential solutions with either this consumer or the contractor in questionWe do attempt to resolve such issues through our Customer Solutions Department, and that department has reached out to this consumer and provided the direct contact information for the party handling this complaint by both phone and email

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] after speaking with a gentleman from Home Advisor we came to a mutual agreement and I am 100% satisfied with the outcome Sincerely, [redacted]

We were able to reach this customer and have addressed this complaintWe discussed the nature of our service, the points of confusion regarding billing, and aspects of our credit policy for which there had been concernsAt this time, we have cancelled the customer's membership per their request, have reached a settlement regarding their bill, and have parted ways on amicable terms

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We have been in touch with this consumer several times to discuss this complaint, but have found that the contractor they hired for their project was referred through another businessWhen that contractor reached out to this consumer, he either knowingly or mistakenly said that he had been referred by our companyThis contractor is not a member of our service, but we have contacted the company that facilitated the initial connection of two parties in the hopes that they will be able to address this consumer's concerns

In discussing this complaint with the customer and reviewing our own records, we found that most of the concerns listed in this complaint can be traced back to the fact that we were unable to make contact to complete our usual "Welcome Call" to the customer to clarify certain key elements of our serviceFurther exacerbating that situation is the fact that the customer was experiencing difficulty in logging into their account, thus they were not able to pause leads, review their charges, as well as several other concerns mentioned in this complaintBecause of this situation combined with the fact that the customer cancelled very early in their membership with us, we were able to reach a settlement agreementOnce that settlement was reached, we were able to part ways with this customer on friendly terms

Initial Business Response / [redacted] (1000, 8, 2015/10/27) */ We have discussed this complaint with the customer, but have not yet been able to reach a resolution The core of this customer's complaint is in regards to the types of leads they were receivingIn cases of tasks that their company does not perform or leads from the wrong coverage area, we have no issue with issuing credit for the charges, and in fact have already credited for a good number of themWhere we reach an impasse is that this customer is not named as an owner of the account with our company, and the account is registered under the name of someone who apparently is no longer with the companyIn order to move forward with our negotiations, we will need to speak with the account holder themselvesWe will be willing to continue negotiations once we are able to reach that third party and still hope to resolve this customers concerns

Prior to receiving this complaint, our customer solutions team attempted to address and aid this consumer in resolving their dispute with a contractor through our established problem resolution processWhile a verbal settlement was reached with the customer over the phone and documents were provided to the consumer to finalize their agreement, the document was never returned to us with the consumer's signatureAs the latter is necessary to proceed with the agreed upon arrangement, we are currently awaiting that documentation, and once received we will be able to move forward with their concerns We would also like to note that at this time the contractor in question is no longer a member of our service provider network

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ We have been in touch with this customer and have addressed their concerns First and foremost, we explained that there is no employee of our company that receives any type of commission or compensation whatsoever based on the service requests a member of our network receives, and that it would not benefit any employee of our company to create a fake leadWe also confirmed that the "Satin" lead in question was in fact generated from an outside source, and that the lead had been credited accordingly We came to the mutual conclusion that our service may not be an ideal fit for his particular service, and as such, we have issued a refund and parted ways on amicable terms

We have not yet been in touch with this customer regarding their complaint, but have exchanged voice mail messagesWe will be reaching out to the customer again early next week and remain optimistic that we will be able to resolve this matter on amicable terms

We have not yet been able to reach this customer regarding their complaint and have therefor not been able to address their concernsWe will continue to reach out and remain optimistic that we will be able to bring this account to an amicable resolution

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 Additionally, I am requesting that HomeAdvisor (HA) delete my account from there system so that my company no longer receive emails or receive any unwanted contact from (HA) I will expect $refund Sincerely, [redacted]

Prior to receiving this complaint, our customer service department was able to reach and address this customer's concernsThe confusion surrounding their concerns were explained, their outstanding balance was amended, and their account had been cancelled in full per their request

Prior to receiving this complaint our customer service department was able to address and resolve the concerns as listed in this complaintWe have apologized for any frustration that resulted from our autorenewal process, a settlement was reached, and the customer's account has been cancelled per their request

We have been in touch with this customer, have discussed their concerns, and should be finalizing our new arrangement for their membership tomorrow afternoonWe look forward to this customer's continued membership with our service under a program that will be more advantageous to their business needs

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ This customer has brought to our attention some concerns with their "contact us" functions on his website that was purchased through our companyWe are currently in discussions with the customer regarding compensating him for these malfunctions and are working internally to correct them Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ We have spoken to this customer and addressed their situation We maintain that all charges are valid, and that the customer did win work with our serviceAdditionally, our annual membership is non-refundable and explained as so in our terms and conditions to which the customer agreed toDespite this, we did extend a settlement offer to this customer to close the matter, however the customer declinedWe do not feel that there is merit for refunding the entire amount paid as requested Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say business was gained but I gained nearly nothing for my investment they offered me a settlement that was unreasonable and far from what I would expect from a company who should have integrity in keeping the people (who keep their business running ) happy

This complainant is a party other than the verified owner/account holder of the account with our companyBecause we are only authorized to discuss this matter with owner of the account as listed in our system, that is the only party that we have attempted to contactOur records, available upon request, verify that we have made multiple attempts to reach the account holder through their primary contact number and have left multiple messages in the process

We were able to reach this customer and have successfully addressed their concernsWe found that there were several misunderstandings regarding this customer's account and the policies that are relevant to this complaintAs such, we have amended the outstanding balance that was associated with this customer's account and 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] ***

We have been in touch with this customer and have addressed their concernsWe found that there was in fact a considerable amount of confusion and misunderstanding when this customer signed up and began their accountAs such, we were able to reach a settlement with the customer, have amended their outstanding balance, and have cancelled their account in fullAt this time we have parted ways with the customer on amicable terms