HomeAdvisor

Since receiving this complaint our social media representative has been in touch with this customer and was able to resolve their concerns.At this time a refund has been processed, there will be no further charges, and the customer's account has been cancelled in full as requested

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ We have been in touch with this customer and have addressed their concerns We explained that the review they had written began with a sentence that does not comply with our terms and conditions regarding ratings and reviewsThe customer agreed to remove that sentence, and we have since published their review Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted the response because I had no other optionIn this case, Home Advisor agreed to post my rating only if any reference to Home Advisor was removedWhen in fact, it is this companies sales tactics that created this issueThe contractor I used had a mere eight reviews with HA over a three year periodYet according to HA, he was worthy of highly deceptive "Top Rated" and "Elite Service" Award's as posted by by Home Advisor on the web page HA provided for this contractorMy reference in my review to the fact that Home Advisor failed to properly represent this contractor was factualI depended on HA to be ethical and provide me as a customer accurate depictions of the service providers they profit fromThis is clearly not the caseWhat is further troubling is that HA could have easily given me the option of posting my altered review long before I asked for Revdex.com in nvolvementYet they went out of their way to do soHome Advisor is clearly a low level operation that engages and promotes deceptive trade practicesThey pose a high risk to any homeowner

Prior to receiving this complaint our Customer Solutions department had been in touch with this consumer several times to explain our processes in regards to both our Ratings and Reviews as well as our background checksThe consumer's review of the contractor in question has since been posted, but we did not find any instances in the contractor's background that would warrant their removal from our network as demanded by this consumer

Complaint: [redacted] I am rejecting this response because: The company's response is part of the original complaint and refused to give me a full refundI still have not received a refund and its been over a monthThe representative needs to address the issues I submitted and read my Revdex.com complaint again Sincerely, [redacted]

We have been in touch with this customer and were able to address and resolve their concernsFirst and foremost we have apologized for the confusion surrounding the billing and lead generation that lead to this complaint, and as a result of a productive conversation regarding the customer's account and our service overall we were able to amend the balance in questionAt this time the customer's account remains active but with their lead generation turned off to avoid future charges, and we are currently awaiting further communications from the customer on how they would like to proceed in regards to either overhauling their account settings or simply cancelling their membershipRegardless of the customer's decision on how they wish to proceed we are appreciative of them allowing us to address these concerns and are optimistic that we will be able to foster a mutually beneficial business relationship in the future

As detailed in our previous responses, we have made numerous attempts to contact this customer with no success or returned communication. Documentation showing our calls, emails, and billing records have been provided to the BBB office handling this complaint, and at this time we are considering this matter closed.

We were able to reach this customer and had a productive conversation regarding their concerns, their account, and how we will be able to better serve their business needs moving forwardAt this time the customer remains an active member of our network, we have scheduled a followup call to readjust their account settings, billing structure, and to gather information for additional ratings and reviews to their profile, and we look forward to a successful relationship with the customer moving forward

Though we have not been able to speak with this customer, we did leave them a message apologizing for the sales tactics used by the representative that contacted themThe representative's manager and director were both made aware of the allegations made in this complaint and have appropriately addressed this concernAdditionally, we have marked the this customer's information as "Do Not Contact" in our system

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ After researching this account and speaking with the customer, we have determined there was a fundamental misunderstanding regarding the leads that are generated through our service, as well as the charges that come as a result The customer stated that they never wished to receive leads, but this is not a typical option for a new membership with our serviceAfter receiving a lead, the customer cancelled their membership entirely and disputed all charges with their bankThe fee for the lead had remained on the account balance after this transaction, so in order to part ways on amicable terms, we have cleared their balance and refunded their account for the lead chargeAt this time their account has also been fully cancelled Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Although we have made multiple attempts to reach this customer both prior to and since receiving this complaint, we have not been able to contact them in regards to their concernsThe contact information for the party handling this complaint has been left in multiple voicemails to the customer, and should we hear back from them we remain optimistic that we will be able resolve this complaint on amicable terms

Both prior to and since receiving this complaint, our company made extensive efforts in attempting to address the situation as described. Since that time we have received no further communications from this consumer nor any indication of a resolution on the part of the contractor in question, and as... a result, the contractor has been removed from our network. We have also provided third party resource information to this consumer should they choose to pursue any damages that may have occurred over the course of their project, and would furthermore invite the consumer to contact the party handling their complaint via the information provided to them over the course of our conversations, voice messages, and emails. Without further communications from the consumer, however, we are at this time left with no option but to consider this matter closed.

We have made multiple attempts to reach this customer but have not yer been able to contact them in order to discuss their concernsThe direct contact information of the party handling this complaint has been provided to them in multiple voicemails, and still we look forward to the opportunity of bringing this situation to an amicable resolution

Prior to receiving this complaint and as described by the customer, a charge reversal was filed with the customer's bank that resulted in a balance in for their original membership feeThat balance has since been cleared, there is nothing further owed, and the account has been cancelled in full as requestedWe're sorry to hear that our form of advertising was not a good fit for this customer but wish them and their company all the best moving forward

Prior to receiving this complaint, our customer service department has been in touch with this customer and was able to resolve their concernsWe at that time apologized for any confusion regarding our autorenewal policy, a settlement was reached, and their account has since been cancelled in full per the customer's request

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Though our records do not indicate a call volume to this customer being as frequent as suggested in the complaint, we have adhered to their request and added their account to our Do Not Contact list Due to the nature of this complaint, we did not attempt to contact this customer, but hope that the aforementioned action this will resolve their concernsIf there are further concerns or questions, we will be happy to address them with the Revdex.com or with the customer directly

We were able to reach this customer and bring this complaint to an amicable resolutionWe found that there had been a discrepancy regarding a previous settlement reached between this customer and our customer service department as it related to their balance, and whether or not the customer's account would remain active after the agreed upon payment had been madeOur records supported the customer's cooperation with and understanding of that agreement, and therefor we were able to remove the outstanding balance that was remaining on their accountAt this time the customer's account has been cancelled in full with no further balance owed

We have not yet been able to reach this customer to discuss their concerns but have left multiple messages that include the contact information of the party handling this complaintWe remain optimistic that we will be able to resolve this customer's concerns and will update our response at that time

Prior to receiving this complaint our company had been investigating this consumer's concerns through our established problem resolution processAs a result of this investigation we had referred the consumer to the course of action this complaint states that they have already taken in respect to pursuing legal action against the contractor directlyAs made clear in our service's terms and conditions, we are a third party advertiser and cannot be held responsible for the quality of work as performed by service providers listed in our directory, nor do we make any guarantees thereofWe would also like to note that per the documentation our company received and reviewed prior to admitting the contractor in question to our network, the party that this consumer is alleging to have a criminal background was not affiliated with the account or company, and that the primary account holder successfully passed our criminal background check

We were able to reach this customer and have brought their concerns to an amicable resolutionDuring our conversation we were able to explain our automatic renewal policy as it related to the charge in question and determined that the customer had informed us within a reasonable amount of time of their intention not to renew their membership with our serviceAs such, a settlement was reached, the customer's account has been cancelled per their request, and we have parted ways on friendly terms

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Initially, we had mediated what we considered to be an amicable solution between this homeowner and the contractor that they worked withAfter this complaint was filed, we confirmed that the contractor had in fact paid this homeowner the $ mentioned in the complaint, which amounts to 250% of what was spent on the projectAt this time we feel that this is appropriate for the situation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) HomeAdvisor is missing the point of my complaint! We will have to spend 0ver $to fix the gardens that [redacted] tore outVirtually, [redacted] stole our gardens, and now we need to spend much more money than we previously spent to repopulate the gardens on the property I saw that another customer, who had filed a complaint, was reimbursed by HomeAdvisors when they had property stolen, so I had hoped that we would be reimbursed in the same manner! I should have had the police get involved, instead of working with Home Advisors to resolve this theft of the gardens! Final Business Response / [redacted] (4000, 9, 2015/11/02) */ Every unique situation is researched thoroughly and decisions are made based on documentation but not limited to contractual and photographic evidence before any decision is madeThis customer's situation does not merit any further reimbursement based on our research and prior response to their initial complaint