HomeAdvisor

We have attempted to reach this customer to discuss their concerns but have not yet been successfulWe will continue to reach out and remain optimistic that we will be able to bring this complaint to an amicable resolution

We were able to reach this customer and have addressed their concernsWe found that this customer experienced some difficulty very early on into the life of their account, and therefor had requested to cancel with a refundWe found that the customer did make a reasonable effort to cancel within
our allowed time period, and were therefor able to reach a settlementThough at this time we have parted ways, we look forward to the possibility of this customer returning to our service in the future and have left our lines of communication open for that option

We have been in touch with this customer and were able to hold a very productive conversation regarding their concerns, their experience, and our service overallWe were also able to have a followup call on which their account settings were adjusted, and at this time we are pleased to count this
customer among the active and valued members of our service network

We have made multiple attempts to reach this consumer but have not had success in contacting them to discuss their concernsThe direct contact information for the party handling this complaint has been provided to the consumer in multiple voice messages, and until return communication is received
we will be considering this matter closed

In reviewing our records and discussing this complaint with the customer, we found that although their membership had been cancelled within the allowable window to receive a refund, and though that refund was provided, there was a lead charged to the account that was not credited as a part of that
transactionWe were able to amend that situation, correct the outstanding balance that was associated with the customer's account, and cancel the account in full with no further balance owedAt this time we have parted ways with the customer on friendly terms

Since receiving this complaint our customer service department was able to speak with this customer and has addressed their concernsCredit was applied to their account, their coverage area adjusted to suit their needs, and at this time the customer remains an active and valued member of our
network

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns related to our serviceDuring that conversation we discussed the proper expectations of our service, discussed their experience with our sales process, and were able to agree to a
settlement in order to resolve this complaintAt this time a refund has been processed, there is no further balance owed, and their account with our service has been cancelled in full per the customer's request

Complaint: ***
I am rejecting this response because: The response from Home Advisor is once again incorrect. I sent *** *** an email on June 29th the same day as I received his email. The email refers to a phone conversation in which *** *** said he was crediting our account $and would credit another $once I emailed him back. To date there have been no credits to my credit card as we discussed. We would like our money credited back as referenced in the email (copied below). We have never received a response from Home Advisor to the email we sent back. We will no longer communicate with Home Advisor unless it is in writing as they do not appear to be very honest
Sincerely,
*** ***

We have received the required documents from this customer and have begun the process of issuing the funds related to our settlement agreement

Although we have not been able to contact this customer directly, we have provided the contact information of the person handling this complaint to a party that answered the business line provided in this complaintWe still look forward to reaching this customer and resolving their concerns on
amicable terms

We have made multiple attempts to reach this customer to discuss their concerns, but have not yet been successfulWe do still hope to hear from the customer and look forward to the opportunity to resolve this complaint

We have made several attempts to discuss this matter further, but have not yet been successfulWe were able to reach them once, but were told it was not a good time and that they would call back.We remain willing to discuss this customers concerns in the hopes of reaching an amicable solution

In speaking with this customer and reviewing our records, we were able to determine that this complaint originated in confusion regarding the billing for our annual membership feeWhile the customer's account was charged the same amount for membership as was explained during their sales process,
the higher amount that they were charged was the result of sales tax for the state of New YorkOur company operates an office in the state of New York, and therefor all transactions that we conduct with residents of that state are subject to that taxWe apologized that this discrepancy was not explained prior to this complaint being filed, and at this time the customer's account has been cancelled per their request with no further balance owed

Prior to receiving this complaint our customer service department was able to address this customer's concerns and provide a refund as a resolutionSince that time the customer has reversed the charges in question with their financial institution which has resulted in an additional outstanding
balanceWe have been back in touch with this customer to resolve this situation and are expecting to finalize the matter early next week

Just prior to this complaint being filed, a supervisor in our Ratings and Reviews department thoroughly explained our policies to this consumer as relevant to their concernsThe reviews posted to our website require that a hire is made and/or work having been done, the exception being cases
that may include money paid but no work startedWhile the fact that appointments were made and missed by the contractor in question is being kept for our internal records, this situation does not meet our criteria for being publicly postedWe would also like to add that we do not "filter" any of our verified reviews, regardless of whether they are positive or negative in nature, and would like to further stress that this fact was fully explained to this consumer prior to the complaint being filed. For more information regarding our Content Guidelines for Ratings and Reviews, please see our Terms and Conditions: http://www.homeadvisor.com/terms/

In speaking with this customer we were able to determine that the account settings assigned for this customer's lead generation were not a good fit with their business model and that our records confirmed that the customer was diligent in making us aware of their concerns in a responsible time
frameAfter discussing in detail different aspects of our service with the customer, we were able to reach an amicable settlement and have cancelled the customer's account per their request

Initial Business Response /* (1000, 5, 2015/09/04) */
We have been in touch with this customer to address their complaint
We found that per our credit policy, this customer was provided a credit for a lead, but the credit was not useful for this customer as they also cancelled their account at
that timeIn order to resolve this complaint on amicable terms, we have provided a refund for that lead to the customer
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We were able to reach this customer and resolve their concernsIn speaking with the customer and reviewing our records, we found that there had been some difficulties regarding their coverage area as it applied to their licensing and franchise coverageAs a result, we were able to reach a
settlement regarding their outstanding balance, cancel their account in full, and have parted ways on friendly terms

We were able to contact this concerns and addressed the concerns outlined in this complaintWe found that there was an issue with the timing of the final few charges applied to the account, and that the customer had not been aware of the resulting balanceWe mutually determined that our service
may not be the best fit for the customer's company, and therefor we amended the balance associated with their account and have parted ways on amicable terms

While we have made multiple attempts to reach this customer regarding this complaint, we have not yet been able to speak with them in order to resolve their concernsThe direct contact information for the party handling this complaint has been provided in multiple voice messages and at this time we
remain optimistic that we will be able to resolve the customer's concerns on amicable terms