HomeAdvisor

We have been in touch with this customer and are currently in the process of resolving their concernsAfter having a productive conversation regarding their concerns, experience, and expectations of our our service, we are scheduled for a followup conversation next week on how the customer would like to proceed

This complainant is a party other than the ones involved in the situation described in this complaintAs this complainant has no association with the concerns at hand, we have not contacted them directly, but we have been in touch with the party who originally brought their concerns to our attentionSince receiving this complaint we have made further contact with the latter party, and are at this time awaiting further documentation regarding their dispute in order to continue our investigation and bring an amicable resolution to their concerns

Prior to receiving this complaint our customer service department made contact with this customer and attempted to resolve their concerns but were not successful in that pursuitOur records prove that over multiple years of membership with our service on two different accounts, one of which has been cancelled since 2016, that jobs have been won and performed as a result of our leads and that a substantial amount of credit has been applied along the wayWhile we have cleared the balance that remained on their most recently active account and have cancelled it in full, the full refund for both accounts as demanded by this customer is not warrantedAs such, we are at this time considering this matter closed

We have made multiple attempts to reach this customer and left several messages regarding this complaint, but have not yet been able to discuss this complaintWe remain optimistic that we will be able to touch base and adequately address their concerns

We have made multiple attempts to reach this customer without successThough our most recent attempt was met with a notification that the customer's voicemail box is full, we were able to provide a direct phone number to discuss this complaint on previous attemptsWe still hope to bring this concerns listed in this complaint to an amicable resolution, but at this point we will await return contact from the customer

We have been in touch with this customer and are currently in the process of addressing their concerns We are following our internal process for problem resolution and are currently awaiting further information from the consumer's bank

Complaint: [redacted] I am rejecting this response because:I am not sure at what point in my conversation you didn't understand that I wanted a full refundI stopped trying to argue with your sales people since they were totally disregarding the fact that I insist my money be returned in full for a membership I DO NOT wish to use, due to the fact that your company mislead me about how it worked, how the leads worked, and how It would be worth it for me to use HomeAdvisorTHE ONLY refund I received was for a lead that I did not ask for!!! So, YES I deserve a refundI do not accept this as solving the issueOnce you REFUND ME IN FULL FOR THE WHOLE YEAR OF MEMBERSHIP I PAID FOR OVER $Is the only way to resolve the issueIt is not my fault your company mislead my interpretation of how my membership would workPlease own up to your mistake and refund the money for my membershipI want to cancel and expect a full refund Sincerely, [redacted] ***

We have been in touch with this customer regarding their concerns and were able to hold a productive conversation in which an amicable resolution was reachedWe have apologized for the frustration that resulted from this situation, a refund was provided, and we have since cancelled the customer's account in full per their request

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ We have been in touch with this customer and have addressed their concerns We found that there was in fact a fundamental misunderstanding of the nature of our service, specifically regarding the billing for our serviceIn light of this customer's quick reaction to reaching out to us regarding the misunderstanding, we have provided a refund

Complaint: I am rejecting this response because:1) I was NEVER told that the five free leads were valid for days Actually, the free leads were NEVER fulfilled!!! 2) The facts are that the free leads were NEVER fulfilled and during months I have only received valid lead from Homeadvisor That lead never returned my calls The fact that there has only been one valid lead in months proves that I was sold a service from Homeadvisor that they could NOT deliver on!!! You can't tell me that one lead should cost $ Either Homeadvisor could not delivery their product or I was lied to Either way the problem is on their end How can you sell a service when you cannot deliver??? Sincerely, [redacted]

Due to the nature of this complaint we have not attempted further contact with this consumer, but we do have information to provideAs mentioned by the consumer, we confirmed that there were a number of service requests submitted through this consumer's account that should not have been sent to local service providers, and were instead meant to be marked for the possibility of future needs as requestedAs result, we have contacted each of the service professionals that were matched to this consumer, informed them that the consumer is not to be called, and subsequently credited those service professionals' accounts for the lead fee that resulted from the requestsAdditionally, we have added this consumer's information to our "Do Not Call" list and they should not be receiving any further communications from either or company or members of our service networkWe sincerely apologize for the unwanted contact that resulted from this situation and would like to assure both this customer and anyone reading this complaint that appropriate internal action was taken

As this consumer mentioned in their complaint, their concerns are currently being addressed through our established Problem Resolution processWe are currently awaiting communications from the contractor in question and remain hopeful that our efforts will result in this consumer receiving a refund regarding their concernsWe would also like to note that the individual listed as the contractor's primary account holder was successfully screened through our background check with no criminal history found, but that at this time the account has been removed from our network

While we were able to reach this customer and discuss their concerns, the customer ended our phone conversation prior to allowing us to fully detail our settlement offerWe then followed up with the customer immediately after the disconnection and left a voice message describing our full offer to resolve this complaintIn that message the direct contact information for the person handling this complaint was provided, and should we hear any further communication from the customer we will update the Revdex.com as events warrant

Complaint: [redacted] I am rejecting this response because: This process is a complete joke The business refuses to accept their responsibility when they advertised services for a contractor for which the contractor is not licensed to perform Further, Homeadvisor continues to advertise services for this contractor for which the contractor is not licensed Homeadvisors explicit negligence is reprehensible Homeadvisor has also admitted to selectively not posting negative comments about it's contractors, furthering their negligence because if they posted all of the posts I would have been warned by another one of HAMCO Restoration's customers not to use their services for which they are not licensed to perform Sincerely, [redacted]

We have not yet been successful in contacting this customerSomeone who answered the number listed on this complaint informed us that it was a wrong number, and the other number listed on their account has a full voicemail box so we have also been unable to leave any messagesPer our records, we show no indication that this customer had attempted to cancel their account in the timeframe stated in this complaint, and we can also confirm that leads sent to their account were being contacted by the customer long after the supposed cancellation dateDespite this discrepancy, a large amount of credit was applied by our customer service department prior to our office receiving this complaintWhile we are of course still willing to discuss this customers concerns with them,without further contact from the customer we are at this time considering the matter closed

Prior to receiving this complaint our customer service department was able to contact this customer and explain that their customer loyalty reward check had already been mailedWhile we do apologize for any perceived delay in this process, we do not make any promises in regards to turn around time on the issuance and subsequent arrival of these checks to qualified customers

We have been in touch with this customer and were able to hold a productive conversation regarding their experience and our service overallUpon reviewing their account we found that this customer had made a good faith effort to cancel with a refund within their understanding of our policy, and as such we were able to reach a settlement and closed their account as requestedAt this time we have parted ways with the customer on friendly terms and wish them and their company all the best moving forward

After speaking with this customer, we were able to verify that there had been some concerns regarding the lead generation aspect of our serviceThere had been some instances where leads were being provided during a time when the customer was not able to properly address them, and as a result we were able to provide credit to their account in order to resolve this complaintAt this time we have agreed upon a different program that will better suit the customer's business needs, and we are pleased that they will remain an active member of our network

This homeowners contact information has been completed removed/deleted from our system

We have been in touch with this customer and were able to address their concernsA central factor for our company in regards to this complaint was that the sales representative the customer spoke with his since separated from our company, and therefor we were unable to verify several aspects of the account that were cause for concernAs such, we quickly made the decision to work with this customer on the issues that they brought to light, and we were able to reach an amicable settlement for both partiesAt this time we have parted ways with the customer and have cancelled their account in full