HomeAdvisor

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,
*** ***

Initial Business Response /* (1000, 5, 2015/12/18) */
We have been in touch with this customer and have addressed their concerns
We found that our customer service platform had not been fully explained to the customer which left them without a full understanding as to how to address certain
aspects of our lead generationWe were able to reach a settlement with this customer and have parted ways on amicable terms

Prior to receiving this complaint our customer service department was able to address and resolve the concerns listed in this complaintTheir account has been closed, their refund has been processed as requested, and if the funds are not already reflected on their credit card statement then they
should be appearing very shortly

Final Consumer Response /* (2000, 6, 2015/07/28) */
A resolution has been reachedThey apologized for the situation and dropped the forgave the debt as no service was actually rendered

Prior to receiving this complaint our customer service department had been in touch with this customer, and as the customer had requested their cancellation within the allowable time frame for a refund, a refund for the membership was processed at that timeIn regards to the leads
mentioned in this complaint, the charges for those leads were never billed to the customer but we have instead since removed the balance associated with them from the customer's account.At this time there is no further balance owed, there will be no further charges, a refund for the customer's membership has been processed, and we are considering this matter closed

At this time we have been unable to establish our involvement with the project described in this complaint, but were briefly able to contact the wife of the consumer who filed itWe would like to note that we do hold any regulatory capacity over the quality of work performed by contractors who
advertise on our website and that we cannot be held liable for issues well beyond our control such as the filing of permits after a contractor is hired, but we have scheduled a time to follow up with this consumer next week to make sure that their concerns have been adequately addressed

Complaint: ***
I am rejecting this response because: The response does not address the root issue resulting in my being charged for illegitimate leads. Please reference the attached. When submitting a request for service, when entering information in the "Consumer Comments" field to manually type the information specific to the request. When comparing both leads notice both were typed "Help with Home Automation System" exactly the same. The likelihood is that these requests were submitted by the same person using different names and contact information. I do not want to believe Home Advisor is acting unethically by having it's staff generating bogus leads information in an attempt to steal money from it's client's, however, Home Advisor is the only clear beneficiary in this event, and the loophole is open to exploit potentially costing other companies like ours thousands of dollars, potentially reaping benefits in the millions of dollars in the grand scheme. I was able to speak with the man referenced in the lead named *** ***. He was rude and evasive during our brief phone conversation. He claimed he was "just filling out the information to get to the next page", and he was not actually interested in any service at all. When speaking with *** ***, we were issued a similar response. I think this is no coincidence and I would like an investigation into the matter. 80% of our leads are miscategorized and a call is necessary after an initial refusal to grant credit. Only then in a conversation are we able to obtain credit most of the time. I verified other contracting services offer by Home Advisor offer two discrete categories for installation of new, and repair of existing equipment. Why are Home Automation services lumped into one as "Install or Service a Home Automation system"? There is an vast discrepancy between installing a new system and servicing an old. Often times we cannot make a profit from servicing an existing customer's home automation system because there problem can be resolved in less than an hour. We bill $per hour. It is impossible to earn any profit if we service a customer's system in one hour, when Home Advisor is billing us at $for the lead. This is a major concern and principally why we left Home Advisor in years past. I would appreciate a comprehensive response to these grievances from someone with authority to implement changes
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/24) */
We have spoken with this customer and addressed their concerns
This customer had some issues with our crediting process for leads that do not fall within our terms of being deemed validThough some credit was initially provided, the full
amount that this customer had been requesting was not fulfilled due to several policies, one of which being that lead credits need to be processed within days of receiving the lead, as well as several procedural misunderstandings
We have apologized for any frustration that occurred during this dispute, and have now credited over half of this customer's balanceAdditionally, we have streamlined the communication process for this customer to be able to reach a Customer Service Representative in the futureThe customer was content with this resolution and will remain a member of our service moving forward

As stated in our original response the refund in question has been processed and should be reflected on the customer's credit card statement within 10-days of the time of our original response

Although we have not been in direct contact with this customer we do have information to provide.While we do not have any record of any cancellation attempts prior the closure of this customer's account this year, we have provided a refund for the renewal of their account that was processed in
October, Although the customer's leads had in fact been set to remain off over much of the last two years, our company hosted and marketed their listing in our directory over that time and do not feel as though a refund is owed for the previous year's membership.The refund for their recent charge, however, should already be reflected on their credit card statement and their account has since been cancelled in full as requested

Prior to receiving this complaint our customer service department was able to contact this customer and address their concernsWe apologized for the confusion that had lead to this complaint, credit was applied to their account, and at this time the customer remains an active and valued member
of our service network

We have been in touch with this customer and were able to hold a productive conversations regarding their concernsWe were able to reach a settlement, clarify several aspects of our service that lead to this complaint, and at this time we have canceled their account per their request and parted
ways on friendly terms

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is disappointingly satisfactory to me
The only reason HomeAdvisor took us off of their list was this filed complaint to the Revdex.com, they did not respect our multiple requests to remove us from their solicitation list prior to this complaintThis company plays the numbers game and seems at least in our case to have ignored our original requests in hopes we would just stay quietly annoyedBased on HomeAdvisors actions we do not believe this is a forthright company and will be sharing our experience with everyone who brings up the name Home AdvisorWe will also suggest any who inquire to file a complaint as we did with the Revdex.com
Sincerely,
*** ***

Prior to receiving this complaint, our customer care department was able to contact this customer and discuss their concernsWe were able to address the issues listed in this complaint, and although several options regarding credits and leads were offered, the customer declined themAt this time
their membership with our service remains active with their lead generation paused, but moving forward, should they reconsider our previous credit offers we will be pleased to honor them

Our previous response detailing our failed efforts to contact this customer was filed prior to successfully reaching them and addressing their concernsOnce we were able to reach this customer, we discussed aspects of our service with which they had concerns, were able to reach a settlement, and have since cancelled their account per their request

We have been in touch with this customer and were able to hold a productive conversation regarding their experience with our service and the details of this complaintAt this time a settlement was agreed to, their account has been cancelled at the customer's request, and we have since parted ways
on friendly terms

Upon reaching this customer to discuss their concerns, we were able to hold a productive conversation regarding the confusion that led to the concerns listed in this complaintWe were able to reach a settlement with the customer regarding their outstanding balance, have agreed to a plan with which
to move forward, and are pleased that the customer will again be an active member of our network in the very near future

We have been in touch with this customer, held a productive conversation regarding their concerns, and have made plans to follow up with one another next week to determine how best to move forwardOnce a resolution has been finalized we will provide an update as warranted

We have been in touch with this customer and were able to explain not only our credit policy, but the circumstances that lead to the concerns as outlined in this complaintAs a result of the conversation, we were able to amend the outstanding balance associated with their account, cancelled the
account in full per the customer's request, and at this time we have parted ways on amicable terms

We have made several attempts to reach this customer to address this complaint but have thus far been unsuccessful in reaching themAt this time we show that the customer has spoken with our Customer Service Department since this complaint was filed, there was credit applied, and the customer is
currently an active member of our networkThat being said, if the customer still has concerns that they would like to discuss, we are still willing to address them