HomeAdvisor

Initial Business Response /* (1000, 5, 2015/06/16) */
We have successfully contacted this customer and resolved their concerns
In discussing this complaint with the customer, we covered many aspects of our service, including the nature of delayed responses from homeowners looking for a
non-emergency or repair type service such as interior designWe always maintain that our service is a form of advertising, and over the long run can be very useful as a way to build a pipeline of potential customers even without immediate sales
In light of the fact that this customer did not receive the type of return they were expecting from being a member with us, we have issued a refund for both their membership renewal and a portion of the leads they received while a member of our service

Complaint: ***
I am rejecting this response because:They were aware of the problem with the service areaI called them to let them know the same day the membership startedThey did in fact refund the membership fee, but did not refund the amount for the leads that were disputedThere were in the amount of 33.00.
Sincerely,
*** ***

Our records, which are available for review if necessary, clearly show that our office not only spoke to the customer, but then followed up with a voice message after the conversation was abruptly discontinued without explanationAs stated in our original response, we had offered to amend the balance and have the customer's account pulled from collectionsSince that time, we have followed through with that offer despite having no further communications from this customerTheir previous account has been removed from collections, there is no further balance, and the account has been cancelled in full

In speaking with this customer and reviewing our records, we were able to determine that this customer had made a good faith effort in cancelling their account within the allowable time frame to receive a refundAs such, that refund has been provided, the account cancelled per the customer's
request, and at this time we have parted ways on friendly terms with the understanding that working together again at some point in the future remains a possibility

Final Consumer Response /* (2000, 5, 2015/08/13) */
From: *** *** [mailto:***@gmail.com]
Sent: Wednesday, August 12, XXXX X:XX PM
To: Revdex.com
Subject: [SPAM] Re: Revdex.com Complaint Case# (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Importance: Low
This matter has
been settled to my satisfactionI believe it was more of a communication snafu than any untoward intent on the part of Home AdvisorI remain a client with them and intend to in the future
Thanks *** ***
***@gmail.com

At this time we are standing with our original response to this complaintThis customer has filed complaints in the past, and despite the best efforts of our customer service department it has become apparent that our service is not a good fit for the customer's business needs.Per our Terms and Conditions, our company reserves the right to terminate membership in our network at any time for any reasonIn this case we have chosen to exercise that right and consider this matter closed

Prior to receiving this complaint, the management team of the customer service department was able to research, address, and resolve the concerns as listed in this complaintAt this time the billing confusion involving the previous charge reversals and collections fees have been resolved, there is
no outstanding balance associated with either account, and we look forward to the possibility of working with this customer again in the future

We have been in touch with this customer and were able to address their concernsWe found that at the onset of their membership, there were leads being sent to this customer for work that their company does not performWhile these leads were credited back to the customer, their requests to cancel
were made just outside of the allowed hour window in which accounts are typically eligible for a refundGiven the confusion and the very short life of the account, we have since provided a refund for this customer's membership and have parted ways on friendly terms

Initial Business Response /* (1000, 7, 2015/07/28) */
We have spoken to this customer and addressed their concerns
While we are sorry to be losing a customer that had been with us for multiple years, we considered their good history with our company and have provided them the refund that they
desired, which included the last several leads they received while they were a memberOf course we can not guarantee that every homeowner providing their information to our website will answer the phone when called or return emails, but in order to part ways on amicable terms, the refund has been issued and their account has been cancelled
Initial Consumer Rebuttal /* (3000, 9, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their methods of providing "customers" for the Contractors that pay $or More are nothing short of TheftFor years now Half of the provided "Leads" were a waste of time and moneySome never answered - some never Emailed a reply , whether we wrote them from the back-office or directlyThis could easily go into a class-action law-suit should the Contractors who were cheated would all be in Contact with each otherThese charges will be dropped After the money is delivered to me and Not before
Final Consumer Response /* (2000, 11, 2015/08/10) */
From: *** *** [mailto:***@gmail.com]
Sent: Sunday, August 09, XXXX XX:XX PM
To: *** Doyle
Cc: *** ***
Subject: Re: Complaint Case XXXXXXXX
Thank you so much Sean *** @ Denver Revdex.com.org ,,
My Visa specialist was a bit Slow with notifying me of that rebate being deposited into my Account
I have only known for days - that I even received the $and some cents
I just sent This Following Email to Support at Home Advisor -
Greetings ,,
This is *** and after several Years of Service with Home Advisor it sort of stinks , that I have to close my account over one hundred and nine dollars
I worked Hard for months to Earn all of those " Good Worker " Comments years ago
and your Companies " Policies " have trashed our relationship
Charging me for Leads that don't Answer Emails or Phone calls or may not Even want Carpet Cleaning ServicesAt $per Lead and deducted Every Friday from my checking account After three or four Years of This ,, I had no Choice , but to close this accountIt Only took Five Weeks of " Please refund my purchase price - cost - Or Close my Account Now " , Please
However , even so ,, my Visa Account Manager finally provided me proof - that Home Advisor did refund this $Therefore ,, as I quoted Earlier - on the phone - I will contact the Revdex.com in the Home Advisor Area and attest to this payment / refund and thereby remove any charges that were made against H Advisir in this matter by FDCC,LLC
Thank you , in advance for your anticipated cooperation ,,
Respectfully , *** *** *** *** *** *** -LLC
Thank You , Once again SeanFor Proving that the Revdex.com is Active and Necessary in today's marketplace
Respectfully , *** *** - *** *** *** *** , LLC - *** - NYXXXXX

Prior to receiving this complaint, our Customer Service department was able to reach this customer and address their concernsWe found that there had been some confusion regarding the cancellation of the account, and while the customer's leads had been put on hold indefinitely, the account had not
been cancelled in fullIn light of this, we were able to provide a refund for their membership renewalAt this time the customer's account has been fully cancelled with no balance owed and we have parted ways on amicable terms

In speaking with this customer we were able to determine that there had been some confusion surrounding certain aspects of our service, in particular the billing of leads that were generated to their accountAfter explaining these aspects of our service in detail, we were able to agree that
our service was not a good fit for the customer's business needs at this time, and as the customer had been diligent in bringing this matter to our attention very early in the life of their account, we were able to amend the outstanding balance associated with their accountAt this time the customer's account has been cancelled per their request with no further balance owed and we have parted ways on friendly terms

We have not been in touch with this customer but do have information to provide regarding the concerns listed in this complaintOur annual subscription fee covers the cost of bandwidth, profile building, and SEO marketing costs associated with creating and publishing accounts and profiles as a part
of our online advertisingAs such, our credit and refund policies do not include prorated rates for early cancellation from our network, but instead allow any subscriber to continue having their profile listed in our directory with no further costs incurred for lead generationThis customer refused that option and instead opted to cancel in full and have their profile page removedAs the aforementioned is clearly outlined in our terms and conditions, we are at this time considering the matter closed

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 concernsAt this time a settlement has been reached, their account cancelled per their request, and we have since parted ways with the customer on friendly terms

Dating back to before this complaint was received, we have made multiple attempts to reach this customer but have no had success in contacting them to address their concernsThe direct contact information for the person handling this complaint has since been left in several voice messages, and we
will remain optimistic that an amicable resolution will be reached

We have reached this customer and were able to resolve this complaintOnce a customer cancels their membership with our service, that customer login information is no longer valid, and they will not have access to the account itselfHowever, upon request we are always willing to provide
information in the account, like leads, reviews, pictures, etcWe have provided the leads requested to this customer and at this time their membership remains inactive

We have made multiple attempts to reach this customer but have not yet been successful in contacting themThe direct contact information for the party handling this complaint has been provided to the customer in multiple voicemails and we remain optimistic that we have the opportunity to resolve
their concerns on amicable terms

Although we have made multiple attempts to reach this customer, we have not yet been successful in reaching them to discuss their concernsWe remain optimistic that we will have the opportunity to bring this complaint to an amicable resolution and will provide an update when we are able to do so

We have been in touch with this consumer and were able to clarify key points regarding our service, specifically as it relates to our lead generation and screening processes. Our service never sends leads to other services beyond our own under any circumstances as we would never allow for
homeowners coming to our website to be matched with a service professional that has not passed our extensive screening processWhile some service requests may come to our site from affiliates such as *** in order to be matched with professionals that have been screened, the reverse of this simply is not possible.We have explained these processes to this consumer, offered what guidance we could in regards to their dispute with the contractor in question, and at this time are considering the matter closed

This customer's concerns were addressed by our customer service department prior to our office receiving this complaintA settlement was reached regarding the discrepancies in cost for the type of program they had been enrolled in and at this time the customer remains an active member of our
network