HomeAdvisor

We would first like to apologize for any frustration that may have been caused by unwanted contact that this consumer has received, but also to assure them that have now been added to our Do Not Call list. This customer will not be receiving future communications from our service and we are at
this time considering the matter closed

We have been in touch with this customer and were able to address their concernsWe found that within the first two weeks of this customer's membership that they had experienced concerns regarding the quality of their leadsWhile a large number of the leads in question were eligible for credit as
dictated by our credit policy, those credits had not been requestedInstead the cancellation process had been put in motion prior to our ability to address the credit concerns which in turn left the account closed with an outstanding balanceAfter speaking with the customer regarding this situation, we were able to amend the previously outstanding balance, cease all collections activity, and have parted ways on friendly terms

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns and our service overallAs a result a settlement was reached, their account has been cancelled per their request, and at this time we have parted ways on amicable terms

After several attempts, we have not yet been able to reach this customer regarding their concernsAt this time we remain optimistic that we will be able to make contact with this customer soon and that we will be able to bring this complaint to an amicable solution

Initial Business Response /* (1000, 5, 2015/08/13) */
We were able to reach this customer and address their concerns
Though our internal notes do not indicate that this account was cancelled, we have wiped their remaining balance for membership and have cancelled their account in full

While we were not able to reach this customer, we have left a messages containing the direct contact information for the person handling this complaintAt this time our records do match the course of events as presented in this complaint, and also show extensive engagement with the leads that were
provided to them over the life of their membershipWe can confirm multiple conversations with customers, credits applied to their account to address concerns that meet our credit guidelines, and multiple appointments madeWhile we are willing to discuss the balance associated with their account, we have no reason to believe that there is any merit for the wiping the balance in full with a refund for their membership as the complaint demands

We were able to discuss this customer's complaint with them at length, during which the customer was able to explain in detail the difference between their service offerings and how our website currently categorizes insulation projectsAs a result, we were able to provide compensation for their
membership renewal for this year as well as make the proper internal channels aware of the emerging industry opportunities that the customer's company provides to homeowners. While at this time the customer's account has been cancelled in full per their request, we hope that if we as a company are able to add their particular expertise to our service request process that we will have the opportunity to work with them again in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

In reviewing our records and speaking with this customer, we were able to determine that there had been some confusion regarding the terms of our service, particularly as they relate to the billing of the leads generated through our websiteWe have held a productive discussion with the customer,
and at this time a settlement has been reached, the customer's account has been cancelled per their request, and we have since parted ways on friendly terms

We have been in touch with this consumer and were able to address and resolve the concerns as listed in this complaint. We were able to hold a productive conversation regarding our background screening requirements and explained that per the regulations set by the state of Illinois, this
account was opened as a sole proprietorship and no business license was requiredAt this time we have rectified the situation regarding the outstanding balance tied to a party other than the person responsible for the account, no negative reports have been made against their credit, and will be exploring internal options regarding redirecting the balance towards the proper partyWe would also like to state that the information under which this account was enrolled has been flagged in our system and will not be eligible for re-enrollment in the future

We have not reached out to this customer due to the nature of their concern, but we do have information to provide regarding their complaintOur company sends periodic emails to people that have used our service in the past to not only keep in touch, but also to keep them informed with helpful tips
for different topics that have to do with home improvement and maintenanceIf a customer does not wish to receive these communications, there are several links at the bottom of every email we send that enable the customer to unsubscribe from any further communications. We have attempted to find this customer in our database by searching for the email address provided on this complaint, but we were unable to the locate the address on any of our email listsIf the customer would like to provide the email address that was used to receive the email in question, we will gladly remove their information, but at this time we would recommend simply using the link described above to unsubscribe from future updates

Prior to receiving this complaint, this customer had been in touch with our customer service team via social media and we were able to address their concernsAt this time a refund was provided and their account has been cancelled in full per their request

Though we have not contacted this customer, we do have information to provide regarding this complaintOur records show that this customer had cancelled their account within the first hours of their membership, qualifying them for the refund they mention in this complaintThat refund was
processed on 2/11/2016, and will be reflected on their bank statement within 10-business days from that dateWe apologize for any delay, but at this time we can assure the customer that their refund is on its way and that their account has been cancelled in full

Through the efforts of our Customer Solutions team we have been able to address and resolve the concerns as listed in this complaintAt this time a settlement has been reached, and although the consumer's review of the contractor in question has since been approved for publication, the contractor's
membership with our service network has been terminated

Complaint: ***
I am rejecting this response because:The refund is a separate issue entirely, we still have yet to even receive that refundTheir business practice of promising to fix our account how we agreed upon for months of the account, while we called monthly to ask and fixWe still relieve emails as if we are part of their networkThey clearly will not honor or even discuss the true issue I am presenting, only the most recent interaction that happened after I submitted my initial response
Sincerely,
*** ***

While we have not been able to reach this customer directly, we have left one another voice messages confirming that our intention to honor the customer's settlement request has been accepted as an amicable resolution to this complaintWe will still need to reach the customer in order to confirm
their original form of payment, and once that has been completed the matter will be considered closed with the customer's account cancelled in full per their request

We have been in touch with this customer and were able to rectify the issues that caused the concerns as listed in this complaintWe have apologized for the confusion, a refund is currently being processed, and at this time we are pleased to count this customer as an active and valued member of our
service network

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
(AS long as I don't receive a call from collections or ?)
Sincerely,
*** ***