HomeAdvisor

While we have not yet been able to make contact with this customer, we have reached out via email to set up a time to discuss their concernsWe will provide further updates as available

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, PENDING PROOF OF REFUND TO MY CREDIT CARD! Sincerely, [redacted] ***, PresidentControlled Hydronics, Inc

We have made multiple efforts to reach this customer in regards to this complaint but have not yet been successful in contacting themWe do still hope to reach this customer regarding their concerns, and will provide and update should we get the opportunity to do so

Although we have not been in touch with this customer we would like to use this opportunity to inform them that their desired resolution has been providedUpon review of their account we have deemed the requested credit as warranted, there is now no further balance associated with the account, and the account has been cancelled in full as requestedWe would like to apologize for any frustration that may have been caused by this situation and wish the customer all the best moving forward

Through speaking with this customer and our own internal investigation, we found that there were several instances of confusion regarding the nature of our service, specifically in relation to billing for leads generated through our serviceAs a result, we have amended this customers balance, ceased all further collections activity, and have cancelled their account in full

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Upon investigation we confirmed that this customer's coverage area was not properly set on their accountAs such, we have agreed to wipe their outstanding balance and have removed them from all collections activityWe have closed this customer's account and have parted ways on friendly terms

We have not been in touch with this consumer directly but have information to provide regarding their concernsAs this consumer's review was provided outside of their account and without logging in, we required verbal confirmation prior to making the review public as it was not directly tied to a service requestAlthough we made two calls to this consumer in August, we were unable to reach them and thus did not receive the confirmation we require for this processUpon further investigation, however, we were able to locate this consumer's account and service request, and as of the time of this response their review of the contractor in question has been posted for public viewingWe have also left a voice message for the consumer explaining this outcome, and should they have any further questions, the contact information for the party handling this concern was also provided

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Upon investigating this account, we found that the final charge levied against this customer was in fact billed in errorIn order to correct this issue, we have wiped the balance and pulled the account from collectionsThere will be no negative consequences to this customer's credit, and the customer has been notified of the correction Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) HomeAdvisor's Revdex.com complaint manager contacted us, and promptly took the appropriate actionHe was extremely professional and courteous

Prior to receiving this complaint, our company received an email from this customer outlining their situation and it was addressed by our customer service departmentThe nature of our billing along with our service as a whole were discussed, we apologized for the confusion that lead to this complaint, and we were able to provide a mutually agreeable solution resulting in credit being provided and the cancellation of their account as requested

We have been in touch with this customer and were able to address their concerns.We found that there had been several concerns involving the settings for the leads that this customer had been receiving, and as a result, the customer had made made a prompt effort to address those concerns which lead to their decision to end their membershipAs a result, we were able to reach a settlement with the customer, cancel their account in full, and have parted ways on amicable terms

We have not yet been able to reach this customer, but we remain optimistic that we will have the opportunity to address their concernsUntil that time, we would like to reiterate that while we cannot guarantee contact with every lead that is generated through our service, all of our leads are generated in real timeWhile some contractors experience immediate success with our service, others may experience that same success as their account maturesWe maintain that over time, our form of advertising has consistently garnered a positive ROI for members of our service

While we were able to make contact with this customer, we were unfortunately not able to reach an amicable resolutionWe made what we felt to be a fair and reasonable offer to settle their concerns, but the customer did not agree to the offerBased on our research and conversations with this customer, we were able to confirm that they contacted many of their leads and were able to secure multiple jobs as a result of our serviceAdditionally, this customer agreed to our terms and conditions that outline our billing policies, and the cost of each lead is prominently displayed within the information sent to the customer for each lead they receiveWe have no reason to believe any of the charges made to this customer’s account were anything but valid, and extended what we feel was a generous offer to resolve this complaintThat offer will remain on the table should this customer decide to reconsider

After reviewing this customer's account and discussing their concerns with them, we were able to reach the mutual understanding that our service was not be a good fit for the customer's business needsWe have apologized for the misunderstandings that lead to this situation, a settlement was reached, and at this time we have cancelled the customer's as requested and parted ways on friendly terms

In speaking with this customer, we were able to clarify certain aspects of our service that lead to this complaintOnce we were able to discuss the policies, programs, and details of our service that were the source of confusion, an amicable settlement was reachThough at this time we have parted ways with the customer, we have done so on friendly terms and look forward to the possibility of forging a new relationship with this customer in the future

Complaint: [redacted] I am rejecting this response because: As I had expected, they are not fully telling the complete storyI did recieve a call from someone at Home Advisors TODAYThe gentleman identified himself as a new manager and spoke to me briefly about my account and how he reviewed all the notes, saying in fact that he did see that I had cancelled the membership to their services over a year ago to date (approximately August 2015)He then offered me an opportunity for renew service/membershipNothing was mention about a refund or even partial refundI unfortunately was on the job site and not able to further speak with himI politely terminated the phone call and thanked him for his timeThis in no way was this an attempt to apologize for wasted time or return the money the had been debited from my account without my approvalMy primary goal is to regain my hard earned money and part ways from Home Advisors Sincerely, [redacted]

Our office spoke with this customer yesterday, and we informed them at that time that we would need to conduct further research in regards to their concernsWe were able to do so today, but when we reached back out to them to discuss our findings we were not able to make contact with the customer In lieu of prolonging our response to this complaint, we have already processed the settlement the customer was requesting at the onset of this complaint and would hope that such action will bring an amicable resolution to their concerns

We have made multiple attempts to reach this customer regarding their concerns but have not yet been successfulWe have left the best method of contact in each of our messages to the customer, and we still look forward to the opportunity of addressing the concerns listed in this complaint

Complaint: [redacted] I am rejecting this response because: I believe that I should be compensated for the overdraft that occurred with my account due to the fraudulent activity performed by your employee Had the funds not been drafted from my account, my account would not have been overdrawn I have attached a screenshot of my account I should be refunded an additional $ This occurred due to your employee Writing up, suspending, or terminating your employee will not suffice I want an additional refund of $ If you comply with the request, then I will be satisfied Thank you for your time and consideration with this matter Sincerely, [redacted] ***

Prior to receiving this complaint, our Customer Service department was able to apply credit to this customer's account to resolve their concernsThere seems to have been a misunderstanding regarding the fact that membership with our service is automatically renewed by our billing systemWhen this occurred, the charge for membership was applied to an outdated form of payment on the customer's accountThe customer then disputed this charge with their financial institution, but in light of the situation we were able clear the resulting fee and balance from their accountAt this time we have cancelled the customer's account with us per their request and there will not be any future charges applied

As described in the customer's response, we were able to reach the customer, discussed their concerns, and offered what we believe to be a fair resolution to this complaintOur offer was rejected by the customer, and we would like to note that while our offer will remain valid should the customer choose to reconsider, we are at this time considering the matter closed