HomeAdvisor

At our last contact with this consumer we were informed that arrangements had been made with the service provider in question to correct the work quality concerns that lead to this complaint. At this time we have no reason to believe that these concerns will not be addressed in a manner that will...

result in a full resolution of the situation, and as such we are considering the matter closed.

Although we have made several attempts to reach this customer and exchanged voice messages, we have not yet been able to contact them directly in regards to this complaint. We do, however, have information to provide. We do not and would not screen and/or reject service requests based on the area...

code provided in the contact number of a consumer's service request. As people carry their cell phone numbers across the country in an ever evolving market, this would not be an effective method to increase the quality of our leads, but instead would only serve to leave legitimate service requests unanswered. While we are willing to work with this customer in order to reach an amicable resolution to their concerns about their membership with our service, as we do not feel the full refund as demanded is warranted, we will need to speak with the customer in order to properly address this matter.

Upon review of this customer's account we have determined that there was a good faith effort to cancel their account within what they understood to be the allowable time frame in which to receive a refund. We would like to apologize for any confusion and/or frustration that resulted from the...

customer's time with our service, and would like to use this opportunity to inform them that their requested resolution has been provided. At this time the customer's account has been cancelled in full per their request, a refund for their membership fee has been processed, and those funds should be reflected on their credit card statement within the next 10-15 business days.

We have made multiple attempts to reach this customer but have not yet been successful in contacting them to discuss their concerns. The direct contact information of the party handling this matter has been provided to the customer in multiple voicemails, and at this time we remain optimistic that...

we will have the chance to resolve this complaint on amicable terms.

Prior to the filing of this complaint and as stated by this consumer, this consumer has communicated with management across multiple departments in our company and has had our industry leading background screening procedures explained to them at length. We have further explained the multitude of...

steps our company has taken that will prevent the service provider in question from being a part of our network in the future.  As this consumer's concerns have already been addressed in great detail, appropriate measures have been both pursued and taken, and as the consumer has also referred their concerns to their local authorities, we are at this time considering this matter closed.

Although we have not been in touch with this customer directly, upon receiving this complaint we were able to resolve their concerns as requested. Our records indicate that the customer made a good faith effort to cancel their account within the allowable time frame for a refund, and we have since...

cancelled their account with no further balance owed. We apologize for any confusion and/or frustration that occurred from this situation and wish the customer and their company all the best moving forward.

We have been in touch with this customer and were able to address their concerns. We found that there were some miscommunications regarding the timing on activating this customer's account. Additionally, during the process of attempting to resolve the issue just after the customer joined our...

network, the supervisor handling the situation left for an extended medical leave. Once our office was made aware of this complaint, we were able to properly address the customers concerns and reach an amicable settlement. At this time we have parted ways with the customer on friendly terms.

We have not yet been able to reach this customer regarding their complaint and have therefor not been able to address their concerns. We will continue to reach out and remain optimistic that we will be able to bring this account to an amicable resolution.

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]

We would like to reiterate our previous response, particularly in regards to the fact that this customer refused the option provided to them of continuing their advertising in our directories for the remainder of their yearly subscription, and that we were instead instructed to remove the listings and cancel the account in full. The customer was not only informed of our refund policy at that time, but also agreed to our terms and conditions outlining that policy via our VoiceLog at the time of their original sign up. Given the options provided to this customer, our clearly defined and explained policies regarding these concerns, as well as the length of time this customer was actively involved with their account, we are deferring to our previous statement of considering this matter closed.

We have made multiple attempts to reach this customer regarding this complaint, but have not yet been able to contact them. We remain hopeful that we will be able to discuss the customer's concerns and reach an amicable resolution.

Prior to receiving this complaint we had been in touch with this customer and were able to determine that the desired resolution as requested was a reasonable one. As such, we were able to preemptively apply credit the customer's account in anticipation of their pending charge reversal and thus...

nullified the resulting balance. At this time the customer has received the funds in question back to their account, there will be no future charges, and the account has been cancelled in full as requested.

While we had been in touch with this customer and were able to resolve their concerns, the issue has resurfaced as it relates to some confusion regarding the refund that was issued and a charge dispute filed with the customers bank. We have reached out to the consumer via email and trust that we...

will be able to fully resolve this additional concern quickly and efficiently.

Upon contacting this customer we were able to have a productive conversation regarding their concerns, our service overall, and were able to reach an amicable resolution. At this time a settlement has been reached, there is no further balance owed on the customer's account, and the account has been...

cancelled in full per their request.

While we have not been in touch with this customer, we would like to use this response as our written apology for the misunderstandings that lead to this complaint, as well as a means of assurance that the issue has been addressed and resolved. At this time the balance in question has been cleared,...

no collections activity was pursued, and the account has been cancelled in full per the customer's request.

Prior to receiving this complaint our Homeowner Customer Care department was able to contact this consumer and discuss their concerns regarding our Consumer Rewards program. We trust that consumer has long since received their rewards check and hope to continue to assisting them with their home...

improvement needs in the future.

We have been in touch with this customer and have addressed their concerns. We found that their concern was the result of timing in that a lead was billed to their account at a point when the customer had wanted their lead generation to be paused. As a result, we have amended the balance...

associated with their account and at this time the customer remains a member of our network.

We have been in touch with this customer and were able to hold a productive conversation regarding the concerns outlined in this complaint. We have apologized for any frustration that occurred during their time as a member of our service, a settlement was reached, and their account has been...

cancelled in full as requested.

We have not been in touch with this consumer regarding their concerns, but we do have information to provide. We are at this time unable to substantiate any of the claims made in this complaint, and would like to firmly state that we do not register any ads with any third party advertiser that would...

directly subvert any independent business' advertising efforts. While we do run SEO ads that will appear on results for many searches that include generic terms such as "roofing" nationwide, it is not and will never be our practice to use a specific company's name as a means to advertise our own service.

We were able to reach this customer and have addressed their concerns regarding their account.We found that there had been a misunderstanding regarding the program that the customer was enrolled in, and clarifications regarding our credit policies for those leads were made as well. We were able to...

agree that in order to best serve the customer's business needs that we would discontinue the lead generating aspects of our service, but keep their listing in our directory as active. We were able to reach a settlement regarding their billing, and at this time the customer remains a valued member of our network.