HomeAdvisor

We have been in touch with this customer but unfortunately were not able to reach an amicable resolution.After reviewing our records we found that the ratio of commercial to residential leads were overstated in this complaint, and in speaking with the customer they confirmed that multiple jobs were
won as a result of our leadsAs this is the case, we do not feel that a full refund as demand is warranted but instead made what we feel to be a fair offer in regards to the impending chargebacks the customer has filed with their bankAlthough this offer was rejected, we made it clear to this customer that our offer will remain on the table should they choose to reconsider

A member of our management team was able to contact this customer, explain the confusion that lead to this complaint, and was able to resolve the issue at hand. We would like to thank this customer for bringing this concern to our attention and are currently considering this matter as closed
and resolved

Prior to receiving this complaint, our customer service department was able to contact this customer and address their concernsAfter review from our management team, credit was applied to the customer's account and we are pleased to count them among the valued and active members of our service
network

We have been in touch with this customer and were able to resolve their concerns.We found that this complaint centered around our credit system for the leads we generate and send to contractors as a part of our serviceWe discussed the different scenarios for which credits are given, and were able
to adjust the customers balance for some of the leads that fit the proper criteriaWe were then able to adjust certain aspects of the customer's account to best serve their business interests, and at this time the customer remains an active member of our network

Although we stand by our business model as a form of advertising through which many businesses have found success, we would like to use this opportunity to inform both the customer and the Revdex.com that the requested resolution has been provided. At this time there no outstanding balance associated
with their previous account, their information has been removed from collections, and there account will remain cancelled in full

Prior to directly addressing this complaint, our records indicate that this customer was able to resolve their concerns through speaking with our customer service departmentThere appears to have been some confusion regarding the customer's enrollment into a different pricing plan, but that issue
has since been addressedCredit has been applied to the customer's account to correct any discrepancies, and at this time the customer remains an active member of our network

Our Customer Solutions Team was able to investigate this consumer's concerns, contact them, and have since provided a resolutionA settlement was reached, the service provider in question is no longer being advertised by our service, and we look forward to assisting this consumer on their future
home improvement projects

We have been in touch with this customer and were able to address their concernsWe found that their situation was founded in a discrepancy regarding the amount of leads our company would be able to provide to them as a part of their membershipWhile our service is able to provide a tremendous
amount of cleaning service leads for residential properties, this customer specializes in commercial jobs, and we were not able to provide them with a large enough lead flow to meet their expectationsDue to this, as well as the fact that the customer was vigilant in alerting of their concerns in a timely fashion, we were able to reach a settlement regarding their membership feesAt this time we have cancelled the customer's membership in full per their request and have parted ways on amicable terms

Initial Business Response /* (1000, 5, 2015/09/15) */
We have been in touch with this contractor to address their concerns, however we were not able to reach a resolution
Although we maintain that the charges associated with this account are valid, we did make this customer an offer to wipe
half of their outstanding balanceThe customer did not accept this offer and further advised our office that they will discussing their situation with legal counsel
Initial Consumer Rebuttal /* (4200, 12, 2015/10/13) */
I have received a call from home adviser and they offed to wipe half of the outstanding balance, however this offer will not works for me since I was asking for full refund of $
On my side I offer to wipe half of what I'm asking and accept of a total refund of $
Final Business Response /* (4000, 23, 2015/12/01) */
At this time we are adhering to our original offer that was made to this customer during our first contactWe maintain that the charges on this customer's account are valid, but would be willing to wipe half of their outstanding balance to part ways on amicable termsWe will not, however, be able to meet this customer's request to wipe the entire balance and refund half of the charges on the account that were billed successfully

Upon receiving this complaint and reviewing the customer's account we were able to determine that the customer made a good faith effort in pursuing the cancellation of their account within the allowable time frame to receive a refundAs such, we have since amended the balance that was associated
with the customer's account, cancelled the account in full per the customer's request, and have provided written confirmation of these steps to the customer. We have apologized for any frustration and/or confusion that may have resulted from their experience with our service and wish this customer and their company all the best in the future

Complaint: ***
I am rejecting this response because:Everything they said was completely untrueI did comment on the quality of work performed and they did call me at an unreasonable hourThey are practicing dishonest business and I di not accept their response
Sincerely,
*** ***

We have been in touch with this customer and were able to hold a productive conversation regarding their concernsAt this time we are in the process of fulfilling the settlement as agreed to in our discussion and will be keeping the customer posted with updates as we proceed

We have been in touch with this customer and were able to address their concernsWe found that there were in fact several issues surrounding the way this account had been set up, followed by further confusion surrounding our credit policy as opposed to our policy for refundsOn an internal level,
we have addressed some of the points of contention with the employees that were involvedAs to the customer, we were able to reach a mutually agreeable settlement have since parted ways on amicable terms

We have been in touch with this consumer and were able to resolve this complaintThe concern was in regards to a promotion that we are currently running where homeowners are rewarded for hiring three contractors from our network to complete a projectIt had not been clear to this consumer that we
require a service request to be submitted as a part of this promotion, and while this customer had hired more than the required amount of contractors, they had done so though our directory as opposed to the required service request processIn light of the misunderstanding, we were able to reach an agreement and look forward to helping this consumer with their future home improvement needs

Our records indicate that prior to receiving this complaint, our customer service department was able to address the customer's concernsGiven that the customer had cancelled within hours, a full refund was provided at that timeThese records note that the refund was processed on 4/22/and
that the account was cancelled in full that same day

The complainant did in fact submit an official service request in our system, and therefore received calls from contractors wanting to speak with her about her projectWe were not able to get a hold of the complainant, but given that the nature of her complaint was being contacted too much, we have discontinued reaching out and have marked her information as “do not contact.”

While we were able to briefly contact this customer regarding this complaint, we have not yet been able to fully discuss their concernsCredit has been applied to their account by our customer service department, but we still look forward to discussing this customer's concerns with them to make
sure that they are fully satisfied

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,
*** *** ***

We have been in touch with this customer and were able to bring about an amicable resolution to their concerns as listed in this complaint.We were able to hold a productive conversation regarding their concerns, multiple aspects our overall service, and have apologized for any confusion and/or
frustration that occurred as a result of this situationAs a result a settlement was reached, there will be no future charges, and the customer's account has been cancelled in full per their request

We have been in touch with this customer and were able to address the concerns as described in this complaint.As a part of a productive conversation with the customer a settlement arrangement was reached, we have scheduled a followup call to facilitate that arrangement as well as to adjust their
account settings to best fit their business needs, and at this time we are looking forward to having the customer as a valued member of our service network