HomeAdvisor

We have not yet been able to reach this customer, but remain optimistic that we will have the chance to address their concerns. We have left our contact information in a message to the customer, and will provide any updates to the Revdex.com as they are available.

Since receiving the customer's rejection to our initial response, we have continued our attempts to contact this customer though both email and phone calls without success. We remain hopeful that this customer will make contact with us via the channels provided to them so that we may bring an amicable resolution to this complaint, but at this time we are forced to consider this matter closed due to lack of response. Records of our attempts to contact this customer in pursuit of the above are available upon request.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns. At this time a settlement was reached, a refund was provided, and the customer's account has been cancelled in full per their request. We would like to apologize once again for any...

confusion and/or frustration that occurred as a result of this situation and wish the customer and their company all the best moving forward.

Prior to receiving this complaint, our customer service department was able to speak with this customer and address their concerns.The main topic of conversation was relating to control of the customer's lead generation as a part of their membership, as well as our credit system for those leads. We...

were able to discuss how to control the timing and amount of the leads they receive to their account, as well as provide some credits for leads that met the requisite guidelines. Their settings were adjusted, and at this time the customer remains an active member of our network.

In speaking with this customer and reviewing our records, we were able to determine that the source of this complaint could be traced to some confusion regarding the billing program in which the customer had been enrolled in regards to their lead generation. We have discussed the circumstances that...

lead to this complaint with the customer, apologized for any frustration that was caused, and were able to reach an amicable resolution. At this time we have cancelled this customer's account in full with no further balance owed and have parted ways on friendly terms.

Since this complaint was submitted, our customer service department has spoken to this customer on multiple occasions and explained our credit policy as relevant to their concerns. We have since credited the customer's account for the full amount requested, we have apologized for inconvenience this...

has caused, and we look forward to continuing our relationship with the customer.

Per our last response to this complaint there were multiple productive conversations held with the actual holder/owner of the account with our service, a party other than this complainant, and at last contact we were awaiting word on how to proceed given the options that were discussed. We categorically reject the idea that there was at any point any refusal or resistance from our company to put any of the options discussed into writing and are more than willing to do so once we have received word from the account holder on how they would like to proceed. We are of course very open and willing to continuing the discussion with the account holder regarding their account in order to reach a resolution, the options and/or offers that were made are still valid, and without further contact from the account holder we are considering this complaint as closed.

As a courtesy to this customer and in addition to the refund that has already been provided, we have issued a check to cover the NSF fees applied to the customer's bank account as a result of this situation. We trust that this resolves this matter in it's entirety and wish the customer all the best moving forward.

Our customer service department has been in touch with this customer multiple times to explain our credit system in regards to leads that are generated to their account. Over the course of these conversations that department has clarified our policies, provided a significant amount of credit to the...

customer's account, and have advised them of how best to see success with our service. As these steps had been taken prior to receiving this complaint along with the detailed explanations of our services that have already been provided we are considering this matter closed.

Prior to receiving this complaint our customer service department was able to reach this customer and address their concerns. We have apologized for any confusion that resulted from this situation, a refund was provided, and the customer's account has been cancelled in full per their request.

Initial Business Response /* (1000, 5, 2015/11/25) */
We have spoken with this customer and have successfully addressed their concerns.
We found that there was a fundamental misunderstanding as to the nature of our service. As such, we were able to reach a settlement and have parted ways on...

amicable terms.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have been in touch with this customer and were able to resolve their concerns. We found that there had been confusion regarding the control of the leads generated to their account, specifically in relation to quantity over periods where the leads were turned on after extended periods of having their leads on hold. As a result we were able to amend the outstanding balance on the account, cancel the account per their request, and have parted ways on friendly terms.

We have made multiple attempts to reach this customer regarding their concerns but were unable to make contact. We have left voice messages that include the best method of contact to discuss this complaint, and should we have the opportunity to speak with this customer we will provide updates as...

they are available.

As a part of our Consumer Verified Reference process, we attempt to make contact with consumers to confirm the information we receive in their review is accurate. As this consumer did not provide their phone number, we had previously reached out to them via email as a part of this process but did...

not receive an answer, and thus the review was left on a "pending" status. As we are viewing this complaint as confirmation of the review's source and information, the review in question has since been posted.

Although we have not been in direct contact with this customer since receiving their complaint we do have information to provide regarding their concerns. While we cannot confirm that the customer requested to cancel prior to their communications with our customer service department in which...

that request was fulfilled, we do show information that indicates such a request may have been made to a department other than the one responsible for processing such requests. As such, as a courtesy to this customer we have provided a refund for the leads this customer received after the communication in question. At this time a refund has been processed, the account will remain cancelled in full as requested, and we are considering this matter as closed.

The refund was completed through my bank to be disputed by my bank to Home advisor

We have made multiple attempts to reach this customer to discuss this complaint but have not yet been successful. We still look forward to making contact and bringing this complaint to an amicable resolution.

Initial Business Response /* (1000, 5, 2015/11/10) */
We have been in touch with this customer and attempted to address their concerns.
The customer maintains that in their opinion, the leads they were sent are not valid. Upon investigation, we can confirm that the customer was able to speak...

with one of his leads, and that their other lead has made multiple service requests through our service in the past, has hired contractors, and is certainly also a valid lead. Despite this, we did offer to refund for the leads as a show of good faith, but the customer refused this offer and demanded his membership fee back as well. As we have delivered the service that was initially agreed upon with this customer, we cannot justify that demand.
We informed the customer that the offer to refund for their leads will stand should they choose to reconsider.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as my concern, both leads HomeAdvisor sent me was not potential leads cause the 1st one didn't email me back & hesitant. And the 2nd lead three of my calls goes to voicemail. This is not the service they have promise me when they let me sign up. What good faith are they talking about,,,, at least give me all my money back to make it fair cause they failed to tell me the truth before when they let me signed up for their services. I wouldn't sign up with HomeAdvisor if only I knew about the leads they're sending to their contractors and the headaches they cause me. I am the victim here of bad business practice and just want my money back and I'll forget the bad experience with HomeAdvisor as a learning lesson.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/11/30) */
We maintain the position expressed in our original response. While we are adamant that the leads this customer received are valid, we are willing to refund the charges associated with them in order to resolve this complaint on amicable terms. However, because of the validity of the leads, we are not willing to refund the membership fee that this customer agreed to when they signed up.
As previously noted, this offer will stand should the customer choose to reconsider.

We have made multiple attempts to reach this customer but have not yet been successful in contacting them. We still hope to have the opportunity to discuss this customer's concerns with them and will provide any updates when available.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their resolution satisfactory.As for them trying to contact me by calling only two times, I informed them I would only discuss the matter via email as this way it could be documented, and did not hear back after that. I will take responsibility for agreeing to the fast talking automated phone recording of the terms and conditions with verbiage normal people can not understand. I guess I just trusted what there representative told me. 
Sincerely,
[redacted]