HomeAdvisor

We have been in touch with this customer and were able to bring this complaint to an amicable resolution. We found that there had been some confusion regarding fundamental elements of our service, particularly in regards to our billing and credit policy for leads generated to the customer's account....

A settlement was reached and the customer's account has been cancelled in full per their request.

Prior to receiving this complaint, our company received an email from this customer outlining their situation and it was addressed by our customer service department. The nature of our billing along with our service as a whole were discussed, we apologized for the confusion that lead to this...

complaint, and we were able to provide a mutually agreeable solution resulting in credit being provided and the cancellation of their account as requested.

Initial Business Response /* (1000, 5, 2015/11/13) */
We were able to reach this customer, but were unable to hold a productive conversation regarding their concerns. The customer stated that their expectations for the service were misrepresented by their sales rep as a part of the sign-up process,...

and while we cannot confirm this, given the short time the customer was with us we were attempting to comply with their request to offer a refund. The customer then stated that they had no need for this as they had already disputed their charges with their bank. In light of this, we are willing to wipe the resulting balance of the dispute rather than moving forward with collections activity.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
refund me the money
reverse the payment
the rep introduce himself as part of the Revdex.com
at the beginning of the call
the then he start investigate me like a cop
and after 10 min when I'm with him on the line
I ask him one more time ( you told me at the beginning of the call that you are from the Revdex.com and now he told me no I'm from home DVISOR )
THIS COMPANY IS A BIG LIE !!!!
refund me my money
Complaint Response Date bumped because: Holiday

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.  Thank you for all your help.
Sincerely,
[redacted]

We have made multiple attempts to reach this customer but have not yet been successful in contacting them to discuss this complaint. We still hope to address and resolve the concerns listed in this complaint, and the direct contact information for the party handling the complaint have been provided...

to the customer.

Although we have not been in touch with this customer directly since receiving this complaint, we would like to use this opportunity to relay that we have since credited the requested amount to the customer's account. We would also like to apologize for any frustration that may have resulted from...

this concern, to assure the customer that their account has been cancelled in full, and that no future charges will occur.

A well established aspect of our service provides our customers with the opportunity to dispute and/or disprove ratings and reviews that they receive from homeowners. While this customer has replied to the review in question they have not been in touch with our service to initiate the dispute...

process or provide documentation to support the claims made in this complaint.After receiving this complaint a member of our Customer Solutions department attempted to reached out to the customer through the number provided on this complaint as well as two others we have on file but our representative was informed that they had the wrong number. As such, until we receive further communication from this customer regarding this concern we will be considering the matter closed.

Per the confirmation email provided to the account holder, the funds in question should be reflected on the customers credit card statement within 10-15 business days of our original response to this complaint.

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

Prior to receiving this complaint and as mentioned by this customer, our customer service department spoke with this customer, was able to address this concern, and a refund has been processed. At this time the customer's account has been cancelled in full, there will be no future charges, and...

the customer can expect to see this refund reflected on their credit card statement in the next 10-15 business days. We apologize for any confusion that transpired during this process but at this time we are considering the matter closed.

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 concerns. Credit was applied to their account, and several changes were made in regards to area their leads will be...

generated from. We 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 addressed. At this time the customer remains an active member of our network.

Initial Business Response /* (1000, 5, 2015/11/06) */
We have discussed the nature of our service as a whole, as well as what is to be expected of our leads with this customer. We have always been a form of advertising, and have never guaranteed that all of our leads will result in winning a job....

There are many circumstances for which we credit for invalid leads, but the lead must fall within our guidelines.
We have provided credit to this customer's account for future leads, and have encouraged them to always keep in touch with leads from the past that did not immediately develop into work. At this time the customer remains a member of our network.

Complaint: [redacted]
I am rejecting this response because:
I talked to them they did get a hold of me not sure why they are stating that they didn't 
Sincerely,
[redacted]

I have records as well that after my last message not a single call has been made or email sent. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Although we have not contacted this customer regarding this complaint, we do have information to provide.Our records, available upon request, conclusively show that not only did this customer attempt contact with nearly every lead that was provided to their account after agreeing to our terms and...

conditions, but that they consistently logged in to their account to "status" those leads and were well aware of the charges that were accruing. Our records further show that this customer blocked any and all subsequent charges beyond their initial membership and that there was never any intention of paying for the agreed upon services from our company. As a result of our leads, this customer was able to make contact with many of the leads provided to them and were able to generate business as a result.Because of the information described above, we are currently considering the entirety of this customer's balance to be valid and are at this time considering this matter closed.

Initial Business Response /* (1000, 5, 2015/08/18) */
We have reached out to both the homeowner and the contractor named in this complaint, but neither were available to hold a discussion regarding this complaint. We still hope to resolve the concerns of both parties and reach an amicable solution....


Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This not a solution - this appears to be a hastily-assembled response in an effort to meet the August 18 the deadline (which was a week ago today). As such, totally unacceptable.
I have had email correspondence (including pictures of the damaged clock in question) with the HomeAdvisor Customer Relations Department in an attempt to resolve with them but to no avail (all available upon request). They called once (at which time I was on a work-related call that could not be interrupted) and asked them to reschedule. They called back and we arranged to speak on August 24 between 1000 and 1100 - they confirmed, but never called back.
Here's my position: I'm requesting a total payment of $450 covering damages to the clock caused (and admitted to) by the contractor referred by HomeAdvisor, as well as my time finishing out the project left incomplete by the same contractor. The source of the funds (contractor or HomeAdvisor LLC) is not relevant to me.
Final Business Response /* (4000, 12, 2015/10/01) */
We have reached a settlement with this customer and a check has been issued for damages.
Final Consumer Response /* (2000, 14, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolution is not "proposed" at this time - the issue was resolved more than a month ago. Resolution was accepted in order to bring this matter to a conclusion.

Prior to receiving this complaint, our Customer Solutions Team had been in contact with both the complainant and the contractor in question in an attempt to reach a resolution. That department was not successful in that pursuit as they were unable to foster a productive conversation between the two...

parties, the amount in question is well beyond what either party was able to provide documentation for, and the complainant has since advised us that they were in touch with an attorney. We have at this time concluded our involvement in this matter and must defer to the legal system as a means for this complainant to pursue their concerns.

We have been in touch with this customer and were able to hold a productive conversation regarding not only their concerns, but the nature of our service as a whole. We have apologized for the confusion that lead to this complaint, were able to amend the outstanding balance that was associated with...

their account, and although their account has been cancelled per their request, we look forward to the opportunity of working with this customer again in the future under account settings that will better serve their business needs.

Initial Business Response /* (1000, 5, 2015/12/16) */
We have spoken with this customer and were able to reach a settlement regarding the balance associated with their prior account.
The customer has started a new account with our company and is currently a member of our network.

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.
Sincerely,
[redacted]