HomeAdvisor

Initial Business Response /* (1000, 5, 2015/07/14) */
We have contacted this customer and had an extensive conversation regarding our service, policies, leads, and several other aspects of our company as a whole
While we understand that there will always be instances in which homeowners or
potential customers entering their information on our website for a service request may not necessarily need their project done instantly, or perhaps may be in their initial stages of planning, we still maintain that over time we are very competitive with other forms of advertising when comparing total spent with jobs completedWe discussed our service compared with other companies in the industry at length, and would hope that the customer understands why we maintain this position
During our conversation, this customer informed us that they had already filed a dispute with their bank in regards to the charges accrued during their membershipWhile we have not heard from their financial institution, in an effort to part ways on amicable terms and to show good faith, we have already credited the amount that the customer spent with our companyShould we receive a successful chargeback from the customer's bank, their account will be closed at zero balanceIf we do not hear from the customer's bank, we are also prepared to refund their funds on our own accord

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and our refund of $is satisfactory to me
Sincerely,
*** ***

Per the customer's request we have not attempted any further contact with them regarding this concern. At this time disciplinary action has been pursued regarding the unwanted contact and the consumer's information has been placed under a Vice President's name where it cannot be contacted by
our sales organization

We have reached back out to this customer regarding their rejection response but have not yet been able to further discuss their concernsA message has been left to the customer providing the best contact method to reach the party handling this complaint and we are optomistic that we will be able to resolve their concerns following the holidays

Initial Business Response /* (1000, 5, 2015/07/08) */
Though we have not been in contact with this customer, we do have information to offer regarding this complaint
Per policy, we cannot make changes to any account in our network if the original owner has not added the name of the person
requesting the change as a verified contact for the accountAs such, we were not able to make any changes or cancellation requested by this customer's affiliate based on a verbal claim to have power of attorney over a phone call
This customer had been a member with our service since September of 2014, and there had been no dispute of any charges during that timeDuring their membership, we provided them with the service they were sold on, which was a form of advertising that provides the contact information of people that have expressed interest in their serviceThe contact information for all of the leads provided to this customer is and will continue to be available to them to use at their discretion
Taking all this into account, we are willing to wipe their remaining balance and pursue no further actions in regards to sending their account to our collections agencyWe have already set their account balance to zero, there will be no future charges, and we have cancelled their account in fullAt this time we consider this matter closed
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am going to start this statement with; I pay someone to handle these things for meMy time is very limited and precious to meIf I am going to have to deal with things like this due to a company that refuses to do honorable business, then I am going to make certain that EVERY moment spent means something and that the offending company (as well as anyone willing to listen) understand exactly where I am coming from
With that saidwith the exception of a couple of statements regarding their response, this is little more than a great big middle finger in salutationBased on their response and lack of willingness to be accountable, it is obvious that the effort put forth to "compensate" our company for services never received, is little more than making excusesIt doesn't take anything to "refund" money that was never owed to begin with, but it DOES take some integrity to actually own up to a problem and make the effort to apologize and reconcile, something this company doesn't seem to be capable of
With that said; Refusing to comply with the law just because you have verbiage in a contract or policy does NOT make it acceptable nor does it make it legal and defending the ignorance of your employees with such trope is consistent with the experience that comes with this company and how they conduct businessRefusal to accept a faxed copy of a power of attorney and using the lame excuse provided of, "not our policy", doesn't justify not continuing to bill for "leads" that were never used and it is still noncompliance of the law
To put a fine point on it; If, "Per policy, we cannot make changes to any account in our network if the original owner has not added the name of the person requesting the change as a verified contact for the account." were true, then how is it they are able to respond or take action based on contact from the***? I never authorized the*** to speak on my behalf in accordance with their "policies"If you are going to split hairs over "policy" to avoid making changes that cost you money, then why is it only after a public complaint is filed that "policy" no longer matters?
The reason they don't have record of "dispute of any charges" is because they refused to acknowledge the POA that was profferedAgain, typical excuse and tactics designed to spin a bad situation rather than just apologize and own the problemI guess acceptance of accountability rather than making excuses would mean actually making a change to the business model and practices, but apparently, that isn't going to happenI guess they will just change the name of the business again instead after they have ruined their reputation again(look for reviews of their previous name, *** and see exactly what I mean)
Regarding the "leads"; "Leads" are simply a notification of information available on their website, information that isn't even complete and can only be accessed via their databaseThese "leads" are also shared with several other companies that are competing for the customer so "stale" leads are as good as useless and they know itThis would be like trying to sell weeks old baked goodsOn the surface they look fine, but when you try to enjoy them, you break a toothIf they provided complete contact information for the customer like some other lead generation companies do, then at least there would be value in having a contact that can be marketed to later, but they don't even provide that
At this point, it may be important to any people reading this to point out that lead generation is billed for automatically, (there is no other option) cannot be stopped except by "pausing" them for weeks at a time (even by calling and speaking to CSR, leads can only be paused for a short time) and then they automatically restart and immediately start billing at exactly midnight (who is up that late working??)We never used ANY of their leads, the only reason our company was listed with them at all was for exposure, NOT lead generationTo this effect, we were LIED to initially by the sales team that stated that we didn't' have to accept leads, that we could turn them on and off at our discretion, there was NEVER any mention of them being timed and automatically turned back on and billed forWhen we first spoke to a rep about this and asked to cancel our contract, we were advised that there would be a cancellation feeAm I the only one that finds this practice unethical and sleazy? If you are providing a solid service, why would you need to set it up in such a way that it makes it difficult for your customers to keep you out of their bank accounts?
It is no wonder that they had to change their name from ***, it's too bad they didn't change the business model while they were at itI imagine that they will have to dump this name as well before too long at this rate
In summation;
I can not in good conscience ever recommend or go back to using their services, not only are their methods questionable, their lack of willingness to accept accountability for their tactics is, in our opinion, deplorable cowardice and hardly good business"F" rating as far as we are concerned and until we receive a public apology, we can't consider the matter closedHad this company taken just responsibility for their *** and apologized instead of making excuses, we would consider the matter closed

We have not yet been able to reach this customer regarding this complaint, but have left several messages in our attempts to address their concernsWe remain hopeful that we will have the opportunity to speak with this customer and bring their concerns to an amicable resolution

Although we have made multiple attempts to reach this customer in order to discuss their concerns we have not been successful in that pursuit. The direct contact information for the party handling this complaint has been provided to the customer via voicemail, but until we receive further
communications from them we are considering this matter closed

We have been in touch with this customer via email and were able to reach an amicable resolution to their concernsWe have apologized for any inconvenience and/or confusion that occurred, a refund has been provided, and at this time their account has been cancelled in full per the customer's
request

Upon reviewing our records it became clear that there had been some confusion regarding billing around the time of this customer's cancellationWe have sent an email to the customer apologizing for the situation and have cleared the balance that was associated with their account

Although our records do not reflect any attempts by an employee of our company to resell this customer as they have described in their response, we have at this point applied credit for the renewal fee that was billed to this customer's accountAt this time their account has been cancelled per their request, and the amount in question will be reflected on their statement within the next 10-business days

Upon contacting this consumer we were informed that our assistance was not needed at this timeWe have provided the proper contact information to the consumer in case there were any further questions or concerns, but we are at this time considering the matter closed

upon receiving this complaint our customer service department was able to contact this customer and we since addressed and resolved their concerns. A settlement was reached, credit was provided, and at this time the customer remains a valued member of our service network

We have made multiple attempts to contact this customer but have yet to be successfulWe still hope to contact them, address their concerns, and reach an amicable resolution

We have been in touch with this customer and are currently in the process of bringing a full resolution to this complaintWe were quickly able to clarify that we are in fact an accredited business with the Revdex.com, and while our sales representative was mistaken regarding our ability to directly
transfer Revdex.com ratings over to the customer's profile with our service, we have offered solutions regarding their ratings and reviews concernsWe have at this time already reached out to the customer to request the contact information for their previous client's that would like to provide reviews for their company on our site, and will continue to work with the customer to make sure that their needs are met

While pursuing our established Problem Resolution process as related to a formal complaint submitted against this customer's business by a consumer, we found that the customer and their staff did not provide an adequate level of cooperation and/or communication in addressing the concerns of the
consumerAs this was the case, we at that time made the decision the end our professional relationship with the customer's companyShould this customer wish to appeal this decision or if they have since brought about an amicable resolution with the consumer in question, they are free to contact our Customer Solutions department via the methods of contact previously provided to them during the original processWe would also like to note that per the Terms and Conditions that all members agree to upon enrolling in our service that our company reserves the right to terminate the membership of any customer at our sole discretion

Complaint: ***
I am rejecting this response because:This is a LIEI not only provided a phone number ***, Home Advisor NEVER emailed me per their "Consumer Verified Response" processFuthermore, I emailed them, TWICE, to get the status of the review and Home Advisor NEVER responded As of Today, June 30, I went to their web site and they finally accepted the review, only after I contacted Revdex.comLet's see if they keep it up/visible.
Sincerely,
*** ***

We have not yet been able to make contact with this customer to discuss their concerns as listed in this complaintThe best contact method for reaching the party handling their complaint has been provided in multiple voice messages, and we remain optimistic that we will be able to reach this
customer and bring their concerns to an amicable resolution

In discussing this customer's concerns with them, we were able to determine that there had been misunderstandings surrounding several key elements of our service, specifically in regards to the lead generation aspect of our membership and the billing for one of our supplemental productsWe were
able to have a productive conversation with this customer that culminated in a settlement regarding their outstanding balance, the cancellation of their membership per their request, and we have at this time parted ways with the customer on friendly terms

Due to the nature of this complaint we have not attempted further contact, but would like to assure this complainant that we have placed their information on our Do Not Call list and will not receive any further contact from our companyWe apologize for any frustration that may have occurred due to
any unwanted contact

We were able to reach this customer and have resolved their concerns
We found that this customer did in fact make a reasonable effort to reach our office in order to cancel very early on into their membershipWhile we are not able to confirm that they made a request inside of the required hours after signing up, we do have evidence that this may have occurred, as well as documentation showing efforts this customer made several days laterIn order to part ways with this customer on amicable terms, we have provided a refund for their membership fee and have cancelled their account