HomeAdvisor

We have been in touch with this customer and were able to successfully reach a resolution to their concerns. This customer's concerns centered around several key elements of our service, specifically our billing cycle, expectations for contact with leads, amount of leads sent, and overall
closure ratesThe issue with the rate of contact with our leads was exacerbated by the fact that there was a misunderstanding regarding the amount of leads the customer had agreed to receive per month, and of course the resulting fees associated with a large lead flowWe still maintain that as a form of advertising we can never guarantee contact with our leads, but that over time the collection of potential customer's information will lead to an overall positive ROI during the life of a membership with our service.In order to part ways on amicable terms, we agreed to a settlement in which the customer's outstanding balance was cleared along with a further return of fundsAt this time the customer's account has been cancelled

Initial Business Response /* (1000, 5, 2015/10/06) */
We were able to reach this customer and have resolved their concerns
We found that there was in fact a reasonable effort made by the customer to cancel their account, and that there was an error during the process of fully removing the
account to avoid any further chargesAs such, we have issued a refund for the charges that occurred after the original cancellation date
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
It was resolved, thank you very much!

We made multiple attempts to contact this Service Professional and were never successful

Prior to receiving this complaint, our customer service department had addressed this customer and issued a refund as a resolution to their concernsIf the customer has not yet received their refund then it should be reflected on their credit statement in the very near future

Although we have not been in direct contact with this customer we do have information to provideUpon receiving this complaint and reviewing the customer's account, we determined that a good faith effort was made on the part of the customer to cancel their membership within the allowable time frame
to be provided a refundThat refund has been processed, their account closed per their request, and we apologize for any confusion and/or frustration that has resulted from this situation

In reviewing this customer's account we found that there had indeed been an issue with the coverage area from which they were receiving leads, often resulting in service requests located well beyond what would be considered a reasonable and/or workable distance for the customer to respond toTo
correct this concern, we were able rescind the customer's outstanding balance, remove the account from any further collections activity, cancel their account per their request, and have parted ways on friendly terms

Upon receiving this complaint we were able to review the customer's account and determined that the customer made a good faith effort to cancel within the allowable time for a refund, and as such, we have since cleared the balance associated with their accountThat balance was the result of charge
reversals made with the customer's credit card company, so at this time their funds have been returned to them, the account has been cancelled in full, there will be no future charges, and no further balance is owed. We would like to apologize for any misunderstandings that lead to this situation, for the frustration that it caused this customer, and we would like to wish this customer and their company all the best moving forward

Although we have not been in touch with this consumer regarding their concerns directly, we would like to state that they are absolutely correct that a Service Request should not have been submitted on their behalf after their inquiry to contact a specific contractorThis is not our policy
or practice, and the misstep in this process has been addressed with the customer service representative that submitted the request through our established internal disciplinary proceduresWe hope that this consumer has been able to gather all the information necessary in regards to their home improvement project and we will be happy to answer any further questions they may have about their project, our company, or our service overall

Although we have not spoken to this customer directly, we have sent them communication by email to confirm that their requested resolution has been providedWe have apologized for any inconvenience and/or frustration that occurred as a result of our renewal policies but hope that the resolution
provided will allow us to conclude this matter on amicable terms

While we acknowledge and are appreciative of this customer's efforts to address the concerns of the homeowner that wrote the review in question, those efforts do not discredit the homeowner's opinion of their experience with this customerAs the homeowner has provided our company with documentation
to support their narrative along with including their acknowledgment that a refund was received in their review, the review is not subject to removal based simply on the fact that a resolution was reached. Our service provides contractors the opportunity to publicly respond to any and all reviews that they receive, a step this customer has taken, and our terms and conditions dictate that review in question remains attached to the customer's accountOur Ratings Department had explained these policies to this customer prior to our office receiving this complaint, and we are at this time considering the matter closed

We have been in touch with this customer and were able to hold a productive conversation regarding their concernsWe have since cancelled their account in full per their request, there is no further balance owed, and we have parted ways on amicable terms

We were able to hold a productive conversation with this customer and were able to resolve their concernsA settlement was reached, their account has now been cancelled per their request, and we have since parted ways on amicable terms

Prior to receiving this complaint we had been in touch with the account holder and were able to resolve their concernsAs mentioned by this complainant the membership renewal fee in question had been reversed through the customer's financial institution, and we have since wiped the resulting
balance and cancelled their account per their request

Initial Business Response /* (1000, 5, 2015/06/16) */
After speaking with this customer, we have determined that there was a misunderstanding surrounding the amount of the leads that this customer would be receiving as a part of their membership, as well as the fact that our billing structure
charges our members whether they call the lead they've been sent or notDue to this misunderstanding and in addition to the consideration that the customer indicated they wished to cancel very early in their membership, we have wiped their account balance and removed their information from our collections agency

Prior to receiving this complaint our customer service department was able to touch base with this customer and have addressed their concernsOur lead generation, credit policies, and service overall were discussed with the customer, credit was applied, and at this time we are pleased to report
that the customer remains an active and valued member of our service

The credit applied to this customer's account as detailed in our previous response more than covered all aspects of their concerns, both in regards to the leads they received as well as the website in questionThe remainder of their spend is directly tied to charges that were previously agreed upon as valid when this matter was addressed AprilAs such, we will be adhering to that prior agreement with the customer and consider this matter closed

We were able to reach this customer and have brought their concerns to an amicable resolutionWe found that there were several issues at the onset of the account, specifically in regards to lead volume, coverage area, and a licensing issue for a neighboring stateThough previous credit had been
provided for these concerns, we were able to reach an additional settlement with this customer and have since parted ways on amicable terms

In speaking with this customer, we were able to cover various aspects of our network including contact rate with leads, clarifications on our credit policy, and multiple tools our service offers to make their membership as efficient as possibleWhile we have reached a settlement with this customer
and have parted ways for the time being, we very much look forward to this customer returning to our service in the near futureWe discussed many new upcoming product features with this customer and will in touch with them once they are implemented

We have been in touch with this customer and have apologized for the confusion surrounding our policies and subsequent charge as related to the renewal of this customer's membership with our serviceAt this time a refund has been provided, the customer's account has been cancelled per their
request, and we have since parted ways on friendly terms

While we have been in brief contact with this customer several times, we have not yet been able to hold a productive conversation regarding their concerns as listed in this complaintAt this time we remain optimistic that we will be able to fully address this customer's complaint after the holidays
when our respective schedules have returned to normal