HomeAdvisor

We have made multiple attempts to reach this customer regarding their concerns but were unable to make contactWe have left voice messages that include the best method of contact to discuss this complaint, and should we have the opportunity to speak with this customer we will provide updates as they are available

The settlement mentioned in our original response was agreed to by this customer at the time it was negotiated, and as we maintain that the charges billed to this customer's account are valid, we are at this time considering this matter closed

While this customer had taken the necessary steps to cancel their account within the allowable time frame for a refund, there had been some confusion in regards to the cancellation process between one of our supplemental subscriptions and the overall membership with our serviceAs a result, we have provided a refund and cancelled their account as request and have parted ways on friendly terms

As our prior response indicates, the requested settlement reached with this customer has already been processed on our end, and the funds should be reflected on their bank statement by the end of this monthAs requested, we have also sent an email to this customer confirming that action

Prior to receiving this complaint our customer service department made multiple attempts to reach this customer regarding their concerns but were not successful in contacting themWe do, however, have information to provide.Our VoiceLog system that confirms our customer's understanding of our billing along with Terms and Conditions, completed and agreed to by this customer, is clear in stating that not every lead charged to a given account will result in a job won or contract signedThat being said, we recognize that this customer was only with our service for a very small amount of time, and as such, we have provided their resolution as requested.At this time there is no further balance owed, their membership fee is in the process of being refunded, there will be no future charges, and the account has been cancelled in fullWe apologize for any confusion and/or frustration that may have been experienced by this customer during their time with our service and wish them and their company all the best moving forward

Prior to receiving this complaint we were able to address and resolve the cause of the unwanted calls this customer had been receiving.Although the customer's account had been cancelled in full as mentioned in this complaint, their listing on our live directory was still active and available to the publicThere was of course no charge involved with this, but that listing has since been removed and the customer's company is no longer being advertised by our service in any capacity

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ We were able to reach this customer and have discussed their account and the concerns that they haveWe discussed possible solutions, and left things on the fact that the customer would like to consider their options, and that they would reach back out to us to let us know what they have decidedWe will provide an update on the resolution the next time we are able to speak with the customer

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ We have been in touch with this customer and discussed several aspects of their membership with our serviceIn order to resolve their concerns and move forward on mutually beneficial terms, we have provided a credit to wipe their outstanding balance and have been in touch to help redefine the types and amount of leads that will be sent to themAt this time the customer remains a member of our network Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: I am rejecting this response because: it does not response to the stamen's of fact stated in the complainfurthermore, the "Legal Department" mentioned in the response has never contacted Ceron to mitigate the monies owed nor the disastrous actions taken from Home Advisor against Ceron Sincerely, [redacted]

In discussing this complaint with the customer, we were able to arrive at the conclusion that a different program than the one they are currently subscribed to would be a much better fit for their companyWe have applied credit to their account, will be having a customer service representative contact them tomorrow to finalize their new plan, and at this time we are still able to count this customer as a valued member of our network

Prior to receiving this complaint, one of our customer service representatives was able to make contact with this customer and resolve their concernsWe found that there had in fact been a misunderstanding regarding our billing plans and were able to amend the customer's outstanding balanceAt this time we have parted ways with the customer on amicable 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 meLet it be noted that without your interjection they were adamant about not resolving this - I had been subjected to being sent to collections, as well as months of lost internet leads Sincerely, [redacted]

Although we have made multiple attempts to hold a productive conversation regarding this customer's concerns, we have been unable to find success in that pursuitWhile we were very willing to facilitate a reasonable resolution, when contacted by the representative handling this complaint the customer informed us that they were taking their concerns to outside resourcesAs this is the case, the customer will need to direct all further contact regarding this matter to our legal department

Prior to our office receiving this complaint, this customer's concerns had been addressed by our Customer Service DepartmentWe found that there were some concerns regarding the coverage area that was associated with their account and that the customer had requested a refund within the allowed hour periodAs such, a refund for their membership has been provided and we have parted ways on amicable terms

Long prior to receiving this complaint, our customer service department spoke with this customer and addressed their concerns at lengthIn order to address the concerns regarding the website that was purchased as a part of their membership with us, a large amount of credit was applied to their accountThis credit more than covered the charges relating to the website in question, and the remainder of what was billed to the account related to the cost of leads sent to the customerAs these leads were actively utilized and engaged with by the customer resulting in multiple jobs, we feel as though our prior arrangement is an amicable resolution for their concernsAt this time we consider this matter closed and have cancelled the customer's account in full per their request

We would like to apologize for the unwanted contact from service providers that this consumer has received and to assure them that the issue has been addressed and resolved.We've found that a homeowner in our system had previously provided the incorrect number on their profile with our service quite some time ago, but recently submitted two additional service requests after logging in again with their emailWe have removed this consumer's number from that profile, provided credit to the contractor's who were matched to this request, and are at this time considering the matter as resolved

Initial Business Response / [redacted] (1000, 8, 2015/08/13) */ We have been in contact with this homeowner regarding this complaint and have researched the situation, including reviewing documentation provided by the homeowner Based on our research we have decided to remove the contractor from our networkIn addition, to assist the consumer, we have agreed to reimburse the them for the damages caused by the contractor Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) They stood up to the plate and took responsibility for the action of the contractorSatisfied with settlement

Prior to receiving this complaint our Customer Service Department was able to reach this customer and address their concernsTheir desired resolution was provided, their account closed, and at this time we are considering this complaint as resolved

As noted in our previous response, a full refund has already been processed and posted for this customer on our endShould the funds not yet be reflected on their statement, at this point we would advise that the customer follow up with their financial institution

Although we were not able to contact this customer directly regarding this complaint, upon review of their account we have provided the resolution as requestedThe customer had filed a charge reversal with their financial institution and as a result has since received the disputed funds back to their credit cardAs such, we have removed the resulting balance, there is no further balance owed, there will be no future charges, and the account has been cancelled in full per the customer's request