HomeAdvisor

We were able to reach this customer and have addressed their concerns. The custom stated that they were unaware that leads generated through our website may be sent to multiple contractors, and had come under the impression that we send our leads to as many companies as possible. They were assured...

that any lead received through our site is sent to an absolute maximum of four contractors, and that the majority of the leads they received were only sent to one or two others. This has always been the case with our service as we strive to deliver the best fit for both contractors in our network as well as the homeowners requesting service. We apologized for any confusion, reached a small settlement, and at this time we have parted ways with the customer on friendly terms.

I reject the businesses response because after 07Jan I had more than three hires and reviews. Which are the guidelines and I am owed $50.  [redacted]
Sincerely,
[redacted]

Prior to receiving this complaint, this customer's concerns were addressed through our debt resolution process. At the onset of the customer's membership with our service, a dispute regarding the verbal contract that the customer agreed to as a part of our enrollment process quickly lead to the...

cancellation of their account. Given the short time that the account was active, we have at this time cancelled the account in full with no further monies owed.

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. I do not believe I had to go through all of this and I thank You for your help. I will refer you but I will not refer this business to anyone
Sincerely,
[redacted]

In speaking with this customer and investigating our records, we found that there does seem to have been a misunderstanding in regards to how the leads generate through our system are billed. Though we presented an option to enter a program more along the lines of their original impression, the...

customer had since picked up enough work that our service is not currently a good fit for their business. As such, we were able to reach a settlement with the customer and have since parted ways on friendly terms.

Prior to the leads that were generated and contributed to the balance in question being accrued, this customer had agreed to pause their leads for a period of time, an arrangement confirmed both with the customer during a conversation with our customer service department late last year as well as in...

our records per an additional credit applied at that time. The customer also states in this complaint that they were aware of and had been instructed on the process to pause their lead generation at anytime. Furthermore, our records also indicate that over the life of this customer's account a significant amount of credit was previously applied to the customer's account and that an offer was made to this customer by our customer service department to settle the balance in question but was rejected. Given these circumstances our previous offer to settle the outstanding balance will remain valid as offered, but we are otherwise considering this matter closed.

In speaking with this customer and reviewing our notes, we found that there seems to have been a misunderstanding regarding the way that leads generated through our service are billed. Our notes also indicate an orientation call was in fact made to this customer, but that our representative was not...

able to reach them and that no return call was made. In light of these circumstances we offered to amend the balance associated with the customer's account, but upon making that offer the customer ended the call without explanation. We have left a followup message with the customer but have not yet heard back on how they would like to move forward. At this time we will await further communication from the customer on how they would like to proceed, and we still look forward to the opportunity to resolve this complaint on amicable terms.

Initial Business Response /* (1000, 5, 2015/12/18) */
We were able to reach this consumer and he informed us that his concerns had been resolved.
There apparently was a misunderstanding regarding the nature of requesting a quote and/or being matched with a contractor through our service. Once...

explained the consumer informed us that he had no further issues with our service and/or company.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/22) */
This matter has been resolved satisfactorily.... thank you for your attention.
Merry Xmas and Happy New Year.
[redacted]

(The consumer indicated he/she DID...

NOT accept the response from the business.)
Because we may have received a couple of calls but we were told that they do not give refunds in the form of original payment only in credit on account. We were contacted again and ask how we were going to settle up with them, there was no attempt to work out the issue and after we filed the complaint we have received one phone call. We have made mutiple attempts to try to come to a resolution without success so we would like to now settle this through the Revdex.com.

We were able to reach this customer and have addressed this complaint. We discussed the nature of our service, the points of confusion regarding billing, and aspects of our credit policy for which there had been concerns. At this time, we have cancelled the customer's membership per their request,...

have reached a settlement regarding their bill, and have parted ways on amicable terms.

Although we have not been able to make direct contact with this customer, we do have information to provide. Since filing this complaint the customer had processed a charge dispute with their bank, so although they had received their refund as desired, there was a resulting balance on their...

previous account with our service. However, in light of what we consider to be a good faith effort on the part of the customer to have cancelled within the allowable window for a refund, we have since cleared that balance and removed their information from our collections protocol. At this time there is no further balance owed, there will be no future charges, and their account has been cancelled as requested.

Since receiving this complaint our customer service department has been in touch with this customer several times and were able to resolve their concerns. Credit has been applied, their account settings adjusted, and at this time they remain an active and valued member of our service.

Though we have not been able to speak with this customer, we did leave them a message apologizing for the sales tactics used by the representative that contacted them. The representative's manager and director were both made aware of the allegations made in this complaint and have appropriately...

addressed this concern. Additionally, we have marked the this customer's information as "Do Not Contact" in our system.

Initial Business Response /* (1000, 5, 2015/10/02) */
We have spoken to this customer and addressed their situation.
We maintain that all charges are valid, and that the customer did win work with our service. Additionally, our annual membership is non-refundable and explained as so in our...

terms and conditions to which the customer agreed to. Despite this, we did extend a settlement offer to this customer to close the matter, however the customer declined. We do not feel that there is merit for refunding the entire amount paid as requested.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say business was gained but I gained nearly nothing for my investment they offered me a settlement that was unreasonable and far from what I would expect from a company who should have integrity in keeping the people (who keep their business running ) happy

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. As long as they don't solicit me any further. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/18) */
We have discussed this customer's concerns with them and have reached a mutually beneficial solution. In light of the customer's medical situation, we have wiped the balance that was associated with their account and made sure that they will not...

be sent any leads until they are able to work again.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The reassurance that my account has been wiped and a suitable apology was received. Thank you Revdex.com.

As stated by this customer in their complaint, the account in question was in fact cancelled within 72 hours and their refund ticket was submitted as requested. While we apologize for the delay in receiving their funds, we have since expedited the refund ticket in order to assure that the funds are...

reflected on the customer's credit card statement as soon as possible. As this process is already underway and there is no further action to be taken we are considering this matter as closed.

This complainant is a party other than the verified owner/account holder of the account with our company. Because we are only authorized to discuss this matter with owner of the account as listed in our system, that is the only party that we have attempted to contact. Our records, available upon request, verify that we have made multiple attempts to reach the account holder through their primary contact number and have left multiple messages in the process.

We have been in touch with this customer and have apologized for their experience surrounding the renewal of their account and subsequent cancellation of their membership. At this time the requested refund has been provided, their account has been cancelled per their request, and we have since...

parted ways with the customer on amicable terms.

In speaking with this customer and reviewing the notes from past conversations with our representatives, we found that the customer had been consistent in their story that the terms of their service had been explained in a manner other than the service that they received. In determining that there...

may have been some confusion in regards to certain features and benefits of membership in our network, specifically our Instant Booking program, we were able to reach a settlement with the customer to bring this complaint to a resolution. At this time the customer's account with us has been cancelled in full with no further balance owed.