HomeAdvisor

Complaint: ***
I am rejecting this response because: The settlement is incompleteAn agreement has been reached in principal, but the refund has not yet been processedThe response will be accepted upon receipt of settlement funds.
Sincerely,
*** ***

We have been in touch with this customer and were able to address the concerns as listed in this complaintWe found that there may have been aspects of our service that were not adequately explained and/or elaborated upon, and in order to part ways on amicable terms a refund has been provided to
the customer and their account closed per their request

We have been in touch with this customer and were able to provide a resolution to their concernsWe found that due to a difference in coverage area from the settings applied during the customer's demo and actual activation of their account, we were unable to provide as many leads to this customer
as they had been expecting when they joined our serviceThe customer was diligent in making us aware of this concern very early in their account, and because of this, we were able to amend the balance that was associated with their accountAt this time we have cancelled the customer's account per their request and have parted ways on amicable terms

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 reached out to this customer on the number provided in their previous response and were able to leave a direct line to discuss their concerns with a representative of their companyWe will continue our attempts at contact in the coming week and will provide any updates as events warrant

We have made multiple attempts to reach this customer but have not yet been able to speak with them regarding their concernsWe still hope to have the opportunity to resolve this complaint, and should we be able to achieve that goal we will update this response

We were able to reach this customer, discuss their concerns, and were able to reach a resolution.We found that there seems to have been some discrepancies and/or misunderstandings concerning our billing process and procedures that resulted in a balance on the account from leads that were sent to
this customerIn addressing their concerns we were able to amend that balance and have since parted ways on amicable terms

Prior to receiving this complaint, this customer was able to address and resolve their concerns with our customer service departmentA credit was provided, and we were able to clear the account and cancel it in full per their requestAt this time we have parted ways with the customer on friendly
terms and look forward to the possibility of working with them again in the future

Prior to our office receiving this complaint, our records indicate that our customer service department was able to address this customer's concerns and that their desired resolution has been metAt this time we can confirm that there is no outstanding balance associated with the account, that the
account has been cancelled in full, and that all listings associating their company with ours are in the process of being removed

We have been in touch with this customer and have informed them that after reviewing their account we had provided their requested resolution as stated in this complaintThere is currently no outstanding balance associated with the customer's account, the account has since been cancelled per their
request, and we have parted ways with the customer on friendly terms

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
Although they put us through a lot of hassle and threats, I guess the issue has in fact been resolved
Sincerely,
*** ***

We have made multiple attempts at reaching this customer to discuss their concerns but have yet been successful in making contactWe would like to note that upon conducting an audit of the leads provided to this customer's account, we found their claims regarding the quality of their leads to be
unsubstantiated, and that we were in fact were able to contact multiple homeowners that successfully used our service to hire a contractor to fulfill their service requestWhile we do still hope to speak with this customer to resolve their concerns, we are at this time considering the balance associated with their previous account to be valid

Since receiving this complaint our customer service department has been in touch with this customer and were able to address their concernsCredit was applied, our credit system and service overall were both discussed, and at this time the customer remains an active and valued member of our
network

A refund was provided back in December

We were able to reach this customer's office, but were informed that the customer was currently out of town and unavailable to discuss this complaintWe will have noted their account to follow up again upon their return and look forward to the opportunity of resolving their concerns

Initial Business Response /* (1000, 5, 2015/08/12) */
After speaking with this customer, we found that there was a lot of confusion regarding our membership options at the onset of their sales and membership processThere were several options presented, and in the confusion, we believe there were
misunderstandings between the sales representative, our customer service representatives, and the customer themselves
In order to rectify this situation and part ways on amicable terms, we have provided a full refund to this customer and cancelled their account

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 address their concernsWe found that though there had been an attempt to cancel the customer's account prior to receiving the disputed charges, there had been some confusion regarding whether or not the complainant was authorized to make
that change as they were not listed as an account holder at the timeOur notes do indicate that the complainant had been heavily involved with the account since it began, and it light of that fact we have refunded the amount in questionAt this time the customer's account has been cancelled in full and we have parted ways on amicable terms

We have been in touch with this customer via email and were able to confirm to them that their requested resolution has been provided. We have apologized for the delay in this process, the customer's account has been cancelled in full as requested, there will be no future charges, and we are at
this time considering the matter closed

We have been in touch with this customer and were able to address their concernsWe found that there seems to have been a fundamental misunderstanding in regards to the nature of our service, specifically in regards to what qualifies as a billable lead as a member of our networkWe have always
maintained that our service is a form of advertising, and as such we can never guarantee contact with the homeowners that enter service requests on our websiteGiven the short time this customer was a member of our service as well as their documented concerns in our system, we were able to reach a settlement with the customer and have since parted ways on amicable terms