HomeAdvisor

Complaint: [redacted] I am rejecting this response because: part of the settlement was complete refundI asked dorm a confirming get e-mail I have not received eitherI have experiencedone missed call backs, commitmentso with no actionsI want acknowledgementioned of full refund and a date by which I can expect reimbursement Action not wordsThis has been exhaustingI appreciate your help Sincerely, [redacted]

Prior to receiving this complaint and as mentioned by this customer, our customer service department spoke with this customer, was able to address this concern, and a refund has been processedAt this time the customer's account has been cancelled in full, there will be no future charges, and the customer can expect to see this refund reflected on their credit card statement in the next 10-business daysWe apologize for any confusion that transpired during this process but at this time we are considering the matter closed

While we apologize for any confusion and/or frustration this customer may have experienced with our service, we would like to take this opportunity to clarify several points made in this complaintThe leads generated through out service are service requests made by consumers in real time, and despite a lead being sent to members of our network outside of business hours, that does not preclude the service professional from following up with the lead once operating hours resumeWe would also like to clarify that leads are only ever sent to a maximum of four professionals as opposed to "upwards of four" as described in this complaintWhile this customer has been actively advertised within our network for five months, they have only ever been charged for membership and have not been billed for the leads this complaint disputes as credit has been provided when requested over the life of the accountAt this time the customer's lead generation will remain off as requested and we are considering this complaint as closed

Although our Customer Solutions department had been in touch with this consumer to prior to receiving this complaint, per our established Problem Resolution process there were still steps that needed to be taken in order to fully address their concernsSince the time that this complaint was submitted, this consumer's rating and review of the contractor in question has been posted to our website and a supervisor from that same department has a left a voice message for the consumer that included their direct contact informationShould the consumer have any further concerns regarding this situation we are confident that we will be able to adequately address them and look forward to a positive outcome

Complaint: [redacted] I am rejecting this response because:A manager never returned my initial complaint phone calls until after my Revdex.com complaint was submitted and then they refunded the original amount was allThey called inquiring as to my dissatisfaction and tried to get me to sign up again! This company is not honest or competent and they try to harass you into buying their bogus service Sincerely, [redacted] ***

Our customer service department has been in touch with this consumer and has explained our policies as related to the Customer Rewards Program in questionSince that time a rewards check has been processed, and if it has not already arrived should be delivered shortly

Complaint: [redacted] I am rejecting this response because: I have not been able to get ahold of the home advisor representative as of yet to resolve this issue Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: A refund can not be processed if the bank account has been closed,so when the payment you made bounce back,please send a cheque.Thank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: There were definitely not enough credits given due to the fact that I would receive several leads every day, at which I was charged for every single lead, and 90% of the time I was not able to get in touch with the customer, or the customer would claim they submitted the request months agoIt is proven that Home Advisor circulates that same leads and shares them amongst other lead generators and it is difficult to acquire jobs through these leads Also, whenever I would get a job, the amount of money that would be owed to Home Advisor for all the other bogus leads outweighed any profit that I would get from a sale Overall I wish I never even started getting leads through Home Advisor, as I was sorely misled by the initial salesman Sincerely, Devin [redacted]

In speaking with this customer and reviewing our records, we were able to confirm that there had been instances where misunderstandings by homeowners as to the type of service that this customer offers had resulted in leads being charged to the customer's account that were not in the correct category for their businessIn order to resolve this complaint on amicable terms, we were able to amend the balance associated with the customer's account, and we have since parted ways on friendly terms

In speaking with this customer and reviewing our records, we determined that the customer had made a good faith effort to cancel very early on in their membership with our serviceThere seems to have been some confusion in having the customer connected to the proper department for this request, and we have therefor amended the outstanding balance that was associated with their accountAt this time we have parted ways with the customer on amicable terms

We have been in touch with this customer and were able to bring their concerns to a resolution.We found that there were some technical issues with importing reviews from their previous customers to their profile page, as well as a misunderstanding in regards to our credit system and how credits and refunds are appliedWe were able to reach a settlement regarding the balance on their previous account and have since parted ways on amicable terms

Prior to receiving this complaint our customer service department was able to reach this customer and have resolved their concernsCredit was applied, the settings on their account has been adjusted, and at this time we are pleased to count them among the active and valued members of our network

We have been in continuous contact with this consumer and have made multiple attempts to involve the contractor in question as a part of our established Problem Resolution processAt this time we plan to continue our attempts to mitigate the dispute between the two parties, and have been informed that the consumer has also brought this matter to the attention of their state's Attorney General's officeAny updates to the ongoing dispute will be provided as events warrant

When this complaint was received our customer service department was already working to address and resolve this concernSince that time a refund has been provided and the account closed as requested

Complaint: [redacted] I am rejecting this response because: after talking with home advisor to resolve this issue, we agreed on an amount that I would pay and my account would be closed"Paid in Full" I made the payment that home advisor and I agreed upon and they receive the payment, cashed the check and then sent my account to collectionsI received harassing emails and phone calls, letters from the collection agency demanding a different amount of paymentThey did not honor there agreement Sincerely, [redacted] ***

Although we have made multiple attempts to reach this customer we have not yet been successful in contacting them regarding their concernsThe direct contact information for the party handling this complaint has been provided to them in multiple voice messages and we remain optimistic that we will be able to resolve this matter on amicable terms

While our service strives to have consumers provide as much information as possible during the service request process, we cannot make any guarantees regarding consumers' knowledge or understanding of the tasks for which they are requesting information, nor can we guarantee their willingness to proceed with a given project As this has been addressed by our customer service department along with the fact that substantial credit has been applied to the customer's account, we must at this time reiterate the fact that we are considering this matter closed

We have been in touch with this customer and were able to resolve their concernsIn discussing the situation with the customer we determined that there were in fact instances of leads generated to their account that were deserving of credit, and in light of that fact we were able to amend the outstanding balance that had been associated with their accountAt this time the customer remains a valued member of our network and we are in the process of returning the customer's account to fully active status

Initial Business Response / [redacted] (1000, 8, 2015/07/07) */ We have successfully spoken with this customer and addressed their concerns We have found that this customer's expectations of our service may not have been properly set during the sales process, and that it may not have been clearly communicated as to the proper avenues to request credits for leads that fall under what we consider legitimate credit constraintsIn an effort to part ways on friendly terms, we have both wiped the balance that remained on their account and issued a full refund for the amount that they spent with our service while they were a memberWe will also be conducting our own internal investigation in regards to this customer's experience with our service to improve in the future