HomeAdvisor

While we apologize for any confusion and/or frustration this customer may have experienced with our service, we would like to take this opportunity to clarify several points made in this complaint. The leads generated through out service are service requests made by consumers in real time, and...

despite a lead being sent to members of our network outside of normal business hours, that does not preclude the service professional from following up with the lead once operating hours resume. We would also like to clarify that leads are only ever sent to a maximum of four professionals as opposed to "upwards of four" as described in this complaint. While this customer has been actively advertised within our network for five months, they have only ever been charged for membership and have not been billed for the leads this complaint disputes as credit has been provided when requested over the life of the account. At this time the customer's lead generation will remain off as requested and we are considering this complaint as closed.

Prior to receiving this complaint, our customer service department was able to address and resolve the concerns described by this customer. Their account with our service has been cancelled per their request with no further balance owed, a refund has been provided, and we have apologized for the...

confusion that lead to this situation.

Prior to receiving this complaint, our customer service department was able to reach and address the concerns listed in this complaint with the customer. Credit has been provided along with clarification for our lead crediting policy, and at this time the customer remains an active 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. The problem was resolved by our attorney prior to this business offering anything.
Sincerely,
[redacted]

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]

Although we have made multiple attempts to reach this consumer we have not been able to make contact, nor have we received any return communications. Additionally, we were also unable to locate any service requests made by this consumer or connections made to a member of our service network so we...

have been unable to investigate the claims made in this complaint. As such we are currently considering this matter closed, but would like to clarify that all service providers in our are network are indeed required to hold licenses as dictated by the state in which they are conducting business. If there is no state level license required by a state to perform a given task, then such a license is not be required as a prerequisite for membership in our network.

Prior to receiving this complaint, our customer service management team had been in extensive contact with this customer and were able to reach a resolution. A settlement was agreed to regarding the outstanding balance associated with the customer's account and at this time we are considering the...

matter closed.

We have been in touch with this customer regarding their concerns and were able to hold a productive conversation in which an amicable resolution was reached. We have apologized for the frustration that resulted from this situation, a refund was provided, and we have since cancelled the customer's...

account in full per their request.

Since receiving this complaint our customer service department has been in touch with the customer and was able to address their concerns. At this time the balance in question has been removed so there is nothing further owed, there will be no future charges, and the account has been cancelled in...

full. Additionally, we have placed their information on our Do Not Contact list to avoid future communications and are considering the matter as closed.

Since receiving this complaint our customer service department made multiple attempts to reach this customer but were not successful in contacting them to address their concerns. While we are still optimistic that we will be able to resolve the concerns in this complaint on amicable terms, due to a...

lack of communication we must at this time consider the matter closed.

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 provided. At 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.

We have made multiple attempts to reach this customer but have not yet had the chance to discuss their concerns. We remain optimistic that we will be able to make contact with the customer and bring this complaint 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 made multiple attempts to contact this Service Professional and were never successful

While we were able to reach this customer and discuss their concerns, the customer ended our phone conversation prior to allowing us to fully detail our settlement offer. We then followed up with the customer immediately after the disconnection and left a voice message describing our full offer to...

resolve this complaint. In that message the direct contact information for the person handling this complaint was provided, and should we hear any further communication from the customer we will update the Revdex.com as events warrant.

In reviewing our records we were quickly able to determine that there had been an error in the billing process that resulted in this customer's membership never being properly billed or set up. This in turn resulted in an outstanding balance for failed payment and having the account placed on "hold"...

very early into the life of the account. We have been in touch with this customer to apologize for this situation, have cleared the balance that was associated with their account, and have since parted ways on amicable terms.

Prior to receiving this complaint, this customer was able to get their concerns addressed through our Customer Service Department. They were able to reach an appropriate settlement for their situation and we have since parted ways on amicable terms.

Initial Business Response /* (1000, 5, 2015/10/20) */
Prior to any action being taken as a result of this complaint, a customer service representative made contact with this customer. That representative clarified the nature of our service with the customer and provided them four free leads as a...

resolution for any misunderstandings.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/04) */
We have been in touch with this customer and have addressed their complaint. After hearing their concerns and looking into their account, we have agreed to issue a refund for this customer's membership.
Complaint Response Date bumped...

because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not seen the refund to date.
Final Business Response /* (4000, 9, 2015/09/24) */
We have apologized for the delay in this customer receiving their funds. Just prior to our conversation to resolve this complaint, a new process for issuing refunds directly to customers' accounts was implemented that takes a bit longer than our former process. We have assured this customer that their refund is currently being processed and will be reflected in their account in the near future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me.
Sincerely,
Chad [redacted]