HomeAdvisor

Initial Business Response /* (1000, 5, 2015/06/16) */
We have contacted this customer and successfully addressed their concerns.
We found that there was misunderstanding in the availability of the invoices and/or statements attached to their account. The customer would have preferred to have...

received a hard copy invoice of their statement, but as we are an internet company, we operate almost entirely online. While the statement was available on the customer's dashboard upon signing in to their account, this was not adequately explained to them, nor was it discussed that the customer had the option of using a prepaid credit card as opposed to their personal card. During the process of communicating through this issue, our system automatically renewed the customer's membership, which added to their balance.
As an apology for any frustration that occurred as a result of these misunderstandings, we have completely cleared this customer's balance and have parted ways on friendly terms.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

This customer's attorney is incorrect in their presumptions regarding what recordings our company does or does not have. As the call in question occurred well beyond the 30 days that our company saves recordings, we do not have any evidence to support this customer's claims beyond their word. As previously stated, should the customer provide to us the recording they claim to have then we will be able to quickly resolve this situation. Should the customer instead choose to pursue this matter through an attorney then we must defer all further communications to our legal department.

Initial Business Response /* (1000, 5, 2015/11/20) */
We have been in touch with this customer and have held a conversation regarding their concerns. During that conversation we indicated that our company would review the situation and reach back out with an offer to settle. We have left a message...

with the customer indicating that we have an offer ready and are currently awaiting a return call to finalize their resolution.
Complaint Response Date bumped because: Holiday

After speaking with this customer, we were able to verify that there had been some concerns regarding the lead generation aspect of our service. There had been some instances where leads were being provided during a time when the customer was not able to properly address them, and as a result we...

were able to provide credit to their account in order to resolve this complaint. At this time we have agreed upon a different program that will better suit the customer's business needs, and we are pleased that they will remain an active member of our network.

I have received a satisfactory refund and now consider this matter resolved.

Complaint: [redacted]
I am rejecting this response because:
A refund can not be processed if the bank account has been closed,so when the payment you made bounce back,please send a cheque.Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The leads I have received and won don't make even 10% of the balance I need to pay .
Sincerely,
[redacted]

Prior to receiving this complaint, our customer service department was able to address this customer and apply the refund for the amount in question. We found that once the customer's cancellation was finalized, the refund was processed within our normal turnaround time of 10-15 business days and...

that the funds should have been reflected in their account no more than 2 days after this complaint was filed. We apologize for any confusion regarding their potential lead flow during the sales process and would like to assure the customer that the salesperson's manager was made aware of this situation.

Initial Business Response /* (1000, 5, 2015/12/04) */
We were able to reach this customer and discussed several aspects of our service as they related to the customer's time as a member of our network.
We concluded by cancelling the customer's account with us and have parted ways on friendly...

terms.

Complaint: [redacted]
I am rejecting this response because:home advisor still hasn't removed there charges from my credit card there are 5 charges totalling over 1000.00 Still there as of 4/4 /2018 .they have been emailed paperwork from collection agency but still no response 
Sincerely,
[redacted]ard [redacted]

In speaking with this customer and reviewing our records it was readily apparent that there had been some confusion regarding the date on which leads would start being sent to the customer's account. We apologized for any frustration that occurred from this confusion, discussed several options with...

which we could move forward, but the customer ultimately decided to end their membership with our service. We have provided a refund for the leads generated outside the time frame in which they wished to receive them and we were able to part ways on amicable terms.

This is the third complaint with the Revdex.com that has been filed by this customer during the life of their membership with our service, and upon receiving each complaint we have made extensive efforts resolve their concerns. These efforts have included but are not limited to making adjustments to their...

account to better fit the needs of their business, applying a substantial amount of credit towards their account, and even sending a representative of our company to meet and ride along with the customer for a first-hand view of the implementation of our service on a real world basis.  Despite all of the aforementioned efforts, this customer stopped making payments for the leads generated to their account in June of this year yet continued to be actively engaged with contacting the homeowners that we had matched them with. Our records show that the customer was able to successfully win work as a result of these leads, that the customer in fact called in to increase their lead flow during this time in which no payments were made, and that the nonpayment on the part of the customer is the sole reason for the outstanding balance in question. Due to the preponderance of evidence showing our continued efforts to accommodate this customer in addition to the circumstances as described above, we firmly believe this customer's balance to be nothing other than valid and are at this time considering this matter closed.

We were able to reach this customer and have brought their concerns to an amicable resolution. During our conversation we were able to explain our automatic renewal policy as it related to the charge in question and determined that the customer had informed us within a reasonable amount of time of...

their intention not to renew their membership with our service. As such, a settlement was reached, the customer's account has been cancelled per their request, and we have parted ways on friendly terms.

We were able to reach this customer and have addressed their concerns. We found that this customer's outstanding balance was due to several factors including a change to the customer's billing information, creditable leads that we had not previously been aware of, and some miscommunication regarding...

the date of cancellation request. In light of these circumstances and discussing other aspects of our service with the customer, we were able to amend the outstanding balance that had been associated with this customer's account. At this time their account has also been closed per their request and we have parted ways on friendly terms.

Initial Business Response /* (1000, 11, 2015/07/01) */
After looking into this account, we determined that the refund was issued on 6/5/2015, just over 3 weeks after joining our service. We called to make sure that the customer had indeed received his refund, which he had.
We apologize that...

this process took longer than the customer found acceptable, but the turn around time to refund an amount directly to a bank account does take a bit longer than it would for credit cards.

Complaint: [redacted]
 
I am rejecting this response because: How am I going to have documentation of home advisor sending me a customer that was a drug dealer and tried to pay me with prescription pain killers.
Sincerely,
Joseph [redacted]

Complaint: [redacted]
I am rejecting this response because: My Company name is still coming up in [redacted] search.Please remove me from [redacted] adwords and [redacted] search
Sincerely,
[redacted]

We have been in touch with this customer and have addressed their concerns. We found that there was in fact a considerable amount of confusion and misunderstanding when this customer signed up and began their account. As such, we were able to reach a settlement with the customer, have amended their...

outstanding balance, and have cancelled their account in full. At this time we have parted ways with the customer on amicable terms.

We were able to reach this customer and have addressed their concerns. We found that due to the license requirements in this customer's state, we were not able to provide the amount of leads they had originally been promised. Due to this, we were able to reach a settlement with the customer, part...

ways on friendly terms, and we look forward to the possibility of counting them as a customer again in the future.

As described in the numerous responses and rejections to this complaint, after our original compromise was reached regarding credit to this customer's account, extensive efforts were made to reach the customer to finalize the changes to their account without success. A full refund as is now being demanded was never discussed or promised, but should the customer wish to contact us regarding moving forward with the original arrangement we will still be happy to facilitate the terms of that agreement.