HomeAdvisor

We have not yet had the opportunity to address this customer regarding this complaint. We will be reaching out to this customer this week, and if we are unable to reach the customer, will continue our attempts next week as well. We look forward to resolving this customer's concerns and will do all...

that we can to reach an amicable resolution.

While we were not able to discuss this customer's concerns over the phone, we were able to exchange our point of views over email and have reached a resolution. Although our records supported a different course of events than described in this complaint, we were able to agree to a settlement with...

the customer that resulted in the cancellation of their account on a favorable status and look forward to the prospect of working with this customer again in the future.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns, how to address them, and our service overall.As a result of that conversation we have offered a written proposal that arranges a plan for this customer to move forward with their...

account and are at this time awaiting word from the customer on how they would like to proceed. We are confident that we will be able to finalize this matter soon and are looking forward to the customer remaining a valuable member of our service network.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11305118, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
We have been in touch with this customer and have addressed their concerns.
We found that there was a series of misunderstandings that covered both the initial explanation of our service, as well as the customer service that followed. These...

misunderstandings seemingly lead to a situation in which our policy dictates that refunds are not typically permitted, but we have elected to issue a refund in light of the circumstances.
We have apologized for any frustration that this situation has caused and a full refund for membership and all leads is being processed for this customer.
Initial Consumer Rebuttal /* (2000, 6, 2015/08/06) */
Please be advised that Home Advisor responded to my complaint and gave me a full refund. I am satisfied with the response and resolution to my complaint, and thank [redacted] for his understanding and handling in the matter.
Thank you for your assistance with this.
[redacted]
XXX/XXX-XXXX

Given the nature of this complaint we have not reached out to this consumer but do have information to provide.Prior to receiving this complaint this consumer's information had been placed on our Do Not Call list, and at no time was there any activation of any membership that would have lead to his...

consumer being charged or having an active membership with our service. We would like to apologize for the unwanted contact that this customer received, we can assure them that there will not be any contact in the future, and we are at this time considering the matter as closed.

We were able to reach this customer regarding this complaint, have had a discussion about their situation, and were able to reach a resolution. We found that there was a fundamental misunderstanding when setting this account up, specifically in regards to giving and/or receiving final authorization...

to officially open the account. Our recordings indicate that there was a discussion regarding how long it would take for the customer's initial billing to clear, but neither party clarified whether or not the billing would be immediate or if it would be delayed in order to wait for authorization to move forward. As a result, an outstanding balance accrued on the account from a failed billing to begin their membership. After discussing this situation, we have amended the outstanding balance, cancelled the account, and have parted ways with this customer on friendly terms.

After conducting our own research and discussing the complaint with the customer, we found that there were several concerns that lead to the situation at hand. Most notably, there seems to have been a fundamental misunderstanding in the amount of leads that would be sent to the customer and over...

what time frame. While every member of our network has the option to control their lead generation and turn their leads on or off, the SP was not aware of these features at the onset of their account. This consideration combined with an issue in regards to the customer's communication preferences heavily contributed into the scenario described in this complaint. After discussing several of our products and programs that may be able to aid the customer in the future, we discussed the possibility of a future working relationship, we were able to reach a settlement, and have at this time parted ways on amicable terms.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
After talking with [redacted] from HomeAdvisor I was informed that there was some miss communication when I  had called to get this issue resolved previously. He took care of me as soon as I called him, and refunded my money in full.
Sincerely,
[redacted]

We have been in touch with this customer and were able to resolve the concerns as listed in this complaint. A settlement was reached, their account has been cancelled as requested, and we have since parted ways on friendly terms.

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. They paid in full.
Sincerely,
[redacted]

While we were able to reach this customer, it was only very briefly and were not able to fully address their concerns. However, our own investigation into the situation lead us to find that there does appear to have been a miscommunication regarding our billing process, and the customer attempted to...

cancel very early in their membership with us. In light of this, we have decided amend the balance associated with their account and have cancelled it in full. We have sent an email to the customer explaining this, and though we have not heard back, we trust that this will be an amicable resolution to this complaint.

Initial Business Response /* (1000, 5, 2015/08/27) */
Though we have made multiple attempts to contact this customer, we have thus far been unsuccessful. We will continue to reach out in the hopes of reaching a solution to this customer's concerns.
Initial Consumer Rebuttal /* (3000, 7,...

2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have spoken with various reps of home advisor on multiple occasions and have informed them that we do not want free leads all we want it the money that is owed to us which at the rate they were charging for leads is less that the 10 free leads that they offered.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 12, 2015/10/01) */
We were able to reach this customer and address their concerns. We have provided a partial refund to this customer and they remain a member of our service on a non-lead buying membership plan.
Final Consumer Response /* (2000, 14, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Prior to receiving this complaint our customer service department was able to address and resolve the concerns as listed in this complaint. We have apologized for any confusion and the frustration that was caused, a settlement was reached, and the customer's account has been closed per their...

request.

We have made multiple attempts to reach this customer but have not yet been able to contact them regarding this concern. The direct contact information for the party handling this complaint has been provided to them in multiple voice mails, and we remain optimistic that we will be able to resolve...

this complaint on amicable terms.

Though we were not able to reach this customer after repeated attempts, we have left a message and sent an email explaining that we will be providing the disputed amount to them in light of the findings of our investigation into their concerns. We found that during the process of validating a credit...

request submitted by the customer, their membership was renewed, and that the customer had desired to base his decision on whether or not to continue their membership based on the findings of the credit review. Because the process was not completed prior to renewal, the customer decided to cancel. At this time the disputed amount is being processed and the account has been cancelled in full per their original request.

Initial Business Response /* (1000, 5, 2015/10/26) */
We have spoken with this customer and explained some of the misunderstandings regarding the nature of our service. After speaking with the customer and clarifying their charges and the protocols they go along with them, we provided a credit to...

their account and the customer remains a member of our network.

As a result of this customer's prior complaint to the Revdex.com regarding their account with us, they had agreed remain on our directory and that their leads would remain off until the spring of this year. The balance in question was the result of those leads being automatically turned back on, but prior...

to our office receiving this complaint the charges for those leads had been credited, and there is no further balance associated with this account. At this time we have cancelled the account in full, and there will be no further charges or communications from our office.

We have been in touch with this customer and were able to address their concerns. First and foremost, we have assured the customer that under no circumstances has our company ever fabricated leads, and that any disconnected, fake, or wrong numbers attached to leads generated through our service are...

always eligible for credit on a customer's account. While these instances do occur, we always make sure to address them as we are made aware of them. As a form of advertising we can never guarantee contact with every lead we generate, but we maintain that over time our form of advertising generates a positive ROI for our customers. As this customer did make us aware of their concerns very early in the life of their account, we were able to reach a settlement with the customer and have since parted ways on amicable terms.

We have been in touch with this customer and have apologized for both the circumstances and the confusion with their account that lead to this complaint. We were able to hold a productive conversation with the customer regarding their experience, have amended their previous account to reflect no...

further balance and ceased all collections activities, and at this time we have parted ways with the customer on friendly terms.