HomeAdvisor

Although we have left several messages for this customer regarding their complaint, we have not yet been able to make contact in order to discuss their concerns. While we do see some irregularities on their account in regards to a licensing issue, we will not be provide the resolution requested...

without first speaking with this customer.

Initial Business Response /* (1000, 5, 2015/07/10) */
We have successfully contacted this customer and addressed their concerns.
After speaking with this customer and researching their account, we have determined that the customer did in fact make a reasonable effort to cancel their account...

within our required 72 hour window after their initial signup. We found that both unfortunate timing involving a weekend, as well as fact that the customer had been attempting to contact his sales representative as opposed to our customer service team lead to delayed contact, thus putting him past the allowed window of time. Per our policy, the customer service representatives are not allowed to refund past that window, a fact that lead to this complaint.
Given these circumstances and the desire to part ways on amicable terms, we have issued a full refund to this customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Per this customer's request we have not attempted any further contact, but do have information to provide.As this customer's request for cancellation with a refund fell within our allowable time frame to return their payment for membership, a refund had already been processed by the time we received...

this complaint. The customer should receive those funds within the next 10-15 business days, and their account has been cancelled in full.

As stated by this customer in their complaint, although credit had been applied to their account for the amount of the charge in question a refund had not been started. That process has since been initiated and the customer can expect their funds to be reflected on their credit card balance within...

10-15 business days from the time of this response.

Initial Business Response /* (1000, 5, 2015/08/27) */
Though we have not yet been able to make contact with this customer, we do remain hopeful that we will be able to touch base and work towards an amicable solution.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I contacted the business and left a voicemail message to be contacted back and no one seems to contact me at all or leave a way of contact to be called back. And also,there has been emails sent stating of more charges placed on the customer account that was previously created and have tried to process the card number on file for that customer account but (lol) the credit card account that has been processed for payment is closed and can't be processed anymore.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 20, 2015/11/24) */
The person that filed this complaint is not the owner of the business, nor are they listed as someone authorized to adjust or discuss that business' account with our company. Due to security concerns, we only discuss matters concerning accounts with our company with the person that signed up for our service and/or is the principal of the company.
We made multiple attempts to reach the owner of this account and did not receive any communication from them in return. Additionally, there were not any new charges levied against this account other than the fee resulting from the customer making a "chargeback" on their form of payment. That fee is not dissimilar from fees associated with a bounced check.

While we have reached out to this customer, we have not yet been able to make contact with them to discuss their concerns. We will continue our attempts to contact the customer and remain hopeful that we will have the opportunity to address and resolve this complaint.

Initial Business Response /* (1000, 5, 2015/08/12) */
We have spoken to this customer and addressed their concerns.
We have found that this customer made a reasonable attempt to cancel their membership, but during that process there was a discussion regarding our company providing lead credits...

as opposed to cancelling. It would seem as though this lead to a misunderstanding that caused the representative handling the call to not properly notate the account as cancelled. In order to part ways on friendly terms, we have cancelled the account in full and wiped the balance that had remained on their account.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is a shame that I had to file a complaint to resolve this simple issue. Thanks for your help Revdex.com Denver. And thank you Home Advisor to take care of this. [redacted]

As evident by the previous responses from both the customer and our company, we have been engaged in a game of phone tag but would like to provide an update. In lieu of communication by phone, we have reached out to this customer via email to inform them that we will be providing a settlement as requested. This complaint has it's roots in a misunderstanding surrounding our billing for automatic renewal, and the effort of bringing this complaint to an amicable resolution the funds levied for membership will be returned.

Complaint: [redacted]
I am rejecting this response because: when we contact homeadviser or [redacted] who knows they changing their name every time they explain different and then act different there's no way we would contact for [redacted] and pay for [redacted] if the we maybe gone get a [redacted] after we pay. Nobody wants to get an appointment that people never answer the phone for more then an hundred solar and we got over 20 of this.
Sincerely,
[redacted]

We were able to reach this customer and have discussed their concerns. We found that a small portion of the leads that this customer was receiving were not for tasks that their company was able to perform. When this occurred, the customer had been attempting to reach their original sales...

representative as opposed to our customer service department that is specifically dedicated to this type of issue. We found that the leads in question would have been eligible for credits as described in our Terms and Conditions, and in light of the misunderstanding, we were able to reach a settlement and have parted ways on amicable terms.

We have been in touch with this customer and were able to address and resolve their concerns. While we have at this time parted ways on friendly terms, we look forward to the possibility of working with this customer again in the future.

We have been in touch with this customer and were able to resolve their concerns.Membership in our network is automatically renewed on an annual basis with a policy requiring a member that does not wish to renew their subscription to provide notice prior to that renewal occurring. In this instance,...

the customer's account had been inactive for a number of months preceding the renewal, and we found that the customer was diligent in their efforts to inform of us their intent to cancel after noticing the charge. As a result, we have processed a refund for the charge in question, cancelled the account per the customer's request, and have parted ways on amicable 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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11310382, and find that this resolution is satisfactory to me.I would like to withdraw my complaint 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/04) */
We had initially made reached a settlement with one of the principals of this company, but were later made aware by their partner that the latter did not agree to the terms.
At this time we have an appointment set for next week to further...

discuss this complaint.

We stand by our original response to this complaint and will continue to consider the matter as closed.

We have been in touch with this customer and were able to discuss and resolve the concerns that lead to this complaint. There had been a change in our lead generation policies between this customer's original account and their new one, so we have explained the differences, adjusted the lead settings...

to reflect their old account, and we are currently attempting to reach the customer to finalize their account settings in order to look move forward. We are pleased that the customer remains an active member of our service, and we look forward to a continued business relationship.

We were able to reach this customer and were able to reach a resolution to their concerns. In speaking with the customer and reviewing documentation provided by the customer that was confirmed by our own records, we were able to determine that there were in fact charges over the life of their account that were eligible for credit. We found that there had been a delay in appropriate action to process the instances in question, and on their second review, the time frame mandated by our terms and conditions had expired. In light of this, we were able to reach a settlement with this customer regarding their spend over the life of their account, and have since parted ways on amicable terms.

We would like to apologize for any frustration regarding the wording and/or license issues that occurred with this customer's previous account with our service. The listing in question has at this time been removed, we can assure the customer that the [redacted] result link will removed shortly, and at...

this time we are considering the matter as closed.

Although we have not spoken with this customer directly, we were able to leave a voicemail that informed them we would be providing their desired resolution. The customer can expect their funds to be reflected on their credit card statement within the next 10-15 business days.