HomeAdvisor

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ We were able to contact this customer and have assured them that we do not or have we ever practiced misrepresentation on craigslist as a form of advertisingIn fact, we pride ourselves as being an alternative to craigslist where people can trust that the contractors we list have been screened and approved The listing in question appears to have lead to another company that we have no affiliation with, and the contractor she was eventually matched with through a service request with our company is and has been a member of our network for years

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ We have addressed this customer's concerns and found that they were in fact billed in error After cancelling their membership last year, we found that our system did not adequately mark the account to reflect as such, so when the time for their subscription to our membership to renew for this year, it was billed automaticallyWe have wiped this outstanding balance in our system and made sure that the account has been cancelled in full

Prior to receiving this complaint, our office was able to make contact with the owner of this account, a party other than the named complainant, and appears to have resolved their concernsCredit was applied to their account, and several changes were made in regards to area their leads will be generated fromWe have left a message with the customer asking that they contact us with any further concerns, but as we have not heard back, we are assuming that their concerns have been adequately addressedAt this time the customer remains an active member of our network

In cases of fraud and/or identity theft, investigative efforts conducted across a multitude of industries show that in nearly all cases, while personal information may have been used, the contact information of the victim is not used as the means of communication between the suspect and the company providing the serviceAs both the email address and phone number of this complainant match the information provided to our company for the account in question and the fact that conversations and actions taken in regards account activity atypical of fraudulent behavior and/or cases of identity theft, we are at this time considering the claim being made in this complaint to be unfoundedShould this complainant wish to pursue and/or support the assertions made in this complaint we would request that they provide to our company a police report along with supporting evidence that their personal information has been compromisedUntil that time we will be considering the outstanding balance as valid and this matter as closed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11031610, and find that this resolution is satisfactory to me Sincerely, [redacted]

We have had continued issues with communicating with this customer by phone, but have had brief correspondence via emailAt this time credit has been applied to the customer's account, but have not received word on whether or not their concerns are fully resolvedOur best method of contact has been provided via email, and we will be glad to further assist this customer with any further concerns that they may have

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ After contacting this customer, we have found that there was a fundamental misunderstanding regarding the nature of our service and the charges that are billed as a resultIn order to part ways on amicable terms, we have wiped this customer's balance, pulled them from collections Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/12) */ Issue resolved I was contacted by a HomeAdvisor representative who reported that based on the history of the case, HomeAdvisor will zero out my account and expunge my record from their system and add me to their do not call list Thanks for you prompt response in assisting in this situation

This customer has notified us by email that they had been able to resolve their concerns through our customer service departmentAt this time their account has been cancelled in full per their request

We stand by our original response to this complaint, and as stated in that response credit has already been applied to the customer's account in order to address the concerns in this complaintWe will not be adding further credit towards the six free months of membership that this customer is requesting, but should the customer so choose we will gladly offer a refund of the current negative balance on their account and cancel their membership in full to avoid any future chargesOtherwise, we are at this time considering this matter closed

Prior to receiving this complaint our customer service was able to review the situation and has since provided the requested resolutionAt this time a full refund is being processed, there will be no future charges, and the account has been canceled in full We would like to apologize for any frustration that this customer experienced as a result of these circumstances and will be further investigating this situation on an internal level

We were able to reach this customer and have resolved their concernsWe found that there were issues concerning the coverage area that this account was tied to in the beginning of their membership, and therefor received leads from far outside their coverageThose leads had been credited some time ago, and during that process the customer had requested to cancel with a refundWe found that the customer was inside a reasonable timeframe to make that request, and therefor we were able to reach and settlement with the customer and part ways on friendly terms

We have made multiple attempts to reach this customer but have not yet been successful in that pursuitWe still hope to eventually discuss this customer's concerns with them and are optimistic that we will be able to bring this complaint to an amicable resolution

Although our customer service department has made multiple attempts to reach this customer we have not been able to contact them in order to discuss their concernsThat being said, a review of our records indicates that although the customer did engage with the leads that were provided to them, they did in fact attempt to cancel within our allowable time-frame for a refund to be providedAs such, we have since processed a refund for their enrollment fee, have cancelled their account as requested, and the customer can expect these funds to be reflected on their credit card statement within the next 10-days.We would like to apologize for any confusion and/or frustration that this customer may have experienced, we wish the customer and their company all of the best moving forward, and we are at this time considering this matter closed

In speaking with this customer and reviewing our records, we were able to confirm that the concerns as listed in this complaint had been a persisting issue throughout the life of their accountAs the issue at hand had stemmed from circumstances unique to their line of work, our established credit policy had not been effective in accommodating the resulting lead generation and the billing thereofAs a result, we were able to reach a settlement with this customer regarding their outstanding balance, have cancelled their account per their request with no further balance owed, and at this time we have parted ways on friendly terms

Complaint: [redacted] I am rejecting this response because: This company did not address my concerns After I called my bank and forced Home Advisor to refund my money, through a chargeback, they rebilled me that amount, plus dollars and threatened to take me to collections They owed me a credit in excess of this refund amount When I called, their rep told me they would cancel this rebill amount and send me email confirmation of this credit I am still waiting for my email confirmation Sincerely, [redacted]

Although we have not been in touch with this customer, upon review of our records it was apparent that the customer made a good faith effort to cancel their account within the allowable time frame for a refund to be providedAt this time the requested refund is processing, their account has been cancelled in full as requested, and all online advertising for the customer's company has been removed

The intention of our previously rejected response was not to convey an unwillingness to work with this customer, but rather our desire to fully understand the confusion of the licensing irregularities that we mentionedWhile our system showed a license requirement to perform certain tasks that were outside the purview of what we had been provided to us by this customer, the customer had been insistent that the license we had on file covered the tasks in questionAfter receiving this complaint, we made multiple attempts to contact customer in pursuit of clarifying that confusion, but our attempts at contact were not returnedAt this time we would like to inform the customer that the charge for their membership with our service will be refunded to them, that there will with no further contact from our company, and that we are now considering this matter closed

We have been in touch with this customer and were able to address their concernsWe found that there was a fundamental misunderstanding as to how our service works, and upon discovering the discrepancy, the customer quickly cancelled their accountDuring the small window of time prior to their cancellation, the SP was charged for leads that they were seemingly unaware they would be receivingGiven their short time with us and the misunderstanding involved, we have amended their outstanding balance and have parted ways on friendly terms

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ We were able to reach this customer and have addressed their concerns There seems to have been a misunderstanding with the sales representative that signed this customer up with our service in regards to payment optionsDue to the misunderstanding, we have reached a settlement with the customer and have removed them from our collections process Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) They gave me my money back and called off collection agency

Prior to receiving this complaint our Customer Solutions team had been in touch with the actual owner of the account in question, a party other than this complainantAs this complainant is not an authorized party to the account in question we have not reached out to them directly but we do have information to provideThis complainant had previous accounts with our service that were terminated from membership for multiple reasons including negative trending in regards to ratings and reviews as well as formal complaints that were worked in our Problem Resolution processAs a result of these account terminations, this complainant is no longer eligible for membership in our network, and upon discovering their association with the account to which this complaint refers, the owner of that account was informed that their membership would be placed on hold until further noticeAt this time the account remains hold, is ineligible to receive leads, and this status will not be amended without receiving further information from the actual account holder