HomeAdvisor

While we have not yet been able to reach this customer regarding their concerns, we do have information to provide.During the short life of this customer's account our service only ever provided two leads to the customer, and we can confirm that the customer was able to win a job as the result of one of those leadsOur records, available upon request, conclusively confirm that the accusation of "billing with no restraint" is entirely unfounded, that credit was provided to the customer, and that our customer service department had been in contact with them regarding their membership and account activityWhile we are still open to discussing the customer's concerns with them, at this time we will refrain from further contact until we receive return communications to our attempts at reaching them

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ We have not yet been able to discuss this complaint with the customer, but we will continue our efforts to contact them in the hopes of reaching an amicable solution to their concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I revived a voice mail but was unable to speak with anyone once I had returned thieir call Final Business Response / [redacted] (4000, 15, 2015/11/24) */ We will again attempt to reach out to this customer in order to resolve this complaintIf we are unable to make contact on 11/25/we will follow up after the holiday

We were able to reach this customer and were able to reach a resolution to their concernsIn 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 creditWe 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 expiredIn 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

Prior to receiving this complaint, we found that this customer was able to contact our Customer Service Department and was issued a refund for the lead in questionAt this time, the customer's account has been cancelled in full and the customer is no longer a member with our service

Although we have not been in touch with this customer we would like to use this opportunity to inform them that their requested resolution has been provided.Our records confirm that there had not been any activity on this customer's account for an extended period of time, the last of which being a request to pause their leadsWhile their complaint states that customer's are only allowed to turn their leads off for two weeks at a time, we would like note that lead generation can be turned off for up to three months at a time by calling in to our customer service department.We would like to apologize for any confusion and/or frustration that may have resulted from this situation, and at this time we can assure the customer that there is no further balance owed, there will be no future charges, and their account has now been canceled in full as requested

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Though our terms and conditions state that no refunds are given past the initial hours after signing up with our service, in order to part ways on amicable terms we have provided this customer a refund for the full amount of their membership Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response / [redacted] (2000, 6, 2015/08/12) */ [redacted] from HomeAdvisor called me and apologized for all that happened and gave me a full refund I would like to resolve and close this complaint Thank you

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]

Complaint: [redacted] I am rejecting this response because:This is not how it was at all handledI have a minute conversation recorded that states that you, Home Advisor cannot issue refunds in anywayI was told that no one ever received a refundNot to mention how I was duped into signing up in the first place with lies and confusion on how the service worksMy phone call I had with a manager states that your company does not favor the contractor and will always award the home owner the win in every, single, case! So for all future contractors please be advised of thisI am making a youtube video with my recorded phone call for all future businesses to watchI had to apply for a fraud charge at my bank to receive my funds back Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They are liars and cheatsThey did call to try to do an orientation, at that time we could not give the time to do the call so we told them we would just like to cancel the accountThey never cancelled us and kept billing usWe did talk to them after they billed us over dollars for a week period of leads they had sent, 80% of which were out of our service areaAt that time we agreed to pay for the leads we replied to a bit over dollars, they rejected that and have kept billing usWe tried to be fair and pay but they are insistent on more then they deserve so now we will pay nothingThey did not try to reach us, in fact, they referred our account to a collection agency who called us and we referred him to our attorney Sincerely, [redacted]

We have been in touch with this customer and were able to bring this complaint to an amicable resolutionWe 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

Final Consumer Response / [redacted] (2000, 6, 2015/07/21) */ [redacted] finally stepped up and did the right thingThey refunded the money they stole from my accountThey only did this after I filed a [redacted] complaint and began to post my experiences all over their facebook pageWhat a [redacted] company

Upon receiving this complaint and reviewing the customer's account, it was immediately apparent that prior to the complaint being filed our refund process was initiated but never completedThat process has since been completed, the refund has been processed, and the account has been cancelled in full per the customer's request

We have been in touch with this customer and were able to ensure that the concerns listed in this complaint were properly addressedAt this time we have apologized to the customer for the confusion surrounding their previous account, there is currently no balanced owed, and we have since parted ways on amicable terms

Although we were not able to contact this customer, we would like to use this opportunity to inform them that there requested resolution has been providedOur records indicate that the customer did in fact make a good faith effort to cancel their account within the allowable window, and we have therefor cleared their balance and removed the account from collectionsAt this time there is no further balance owed, there will not be any future charges, there have been no negative reports made against their credit, and the account has been cancelled in full per the customer's request

We have been in touch with this customer and were able to have a productive conversation regarding their concerns as mentioned in this complaintWe were able to clarify the reasons behind any confusion regarding their billing, discussed different billing platforms available to members of our service, the merits of each of those platforms, and how they compared to the program that the customer had been enrolledAs a result, we were able to reach a settlement with the customer, have cancelled their account per their request, and at this time have parted ways on friendly 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]

While appreciating the unique situation this customer faces in regards to the review in question, we are at this time deferring to our original response to this complaint and are continuing to consider the matter as closed

Since receiving this complaint our customer service department has been in touch with this customer, their concerns were addressed, adjustments were made to their account, and credit was appliedAt this time we are pleased that the customer remains an active and valued member of our service and are considering this complaint as resolved

Final Consumer Response / [redacted] */ John Williard reached me this morning and we reached a resolutionHomeAdvisor has apologized and has agreed to refund me the $along with two leads I was charged for in the amount of $ Although I am happy that they have refunded my money I still would not recommend their company to any fellow contractors based on my experience