HomeAdvisor

Prior to receiving this complaint our Customer Service Department had been in touch with this customer and addressed their concerns. As mentioned in their complaint, it was explained to this customer that we do not have any way to immediately provide a refund, both due to processing time on our end...

as well as with the credit card company, but the refund in question was processed the day that it was requested and should already be reflected on the customer's credit card statement. At this time the customer's account has been cancelled in full as requested and we are considering this matter closed.

Prior to receiving this complaint our customer service department was able address and resolve this customer concerns. In speaking with the customer and reviewing our records we were able to determine that there had been some confusion in regards to billing for the leads generated to this customers...

account as a part of their member and that the customer had been diligent in making us aware of their concerns. In light of these considerations, we were able to reach a settlement with the customer, have cancelled their account per their request, and have since parted ways on amicable terms.

Initial Business Response /* (1000, 10, 2015/07/21) */
We were able to reach this customer and address their concerns.
We discussed our service at length, including why we model our lead service they way we do, how feel our members can best be successful with our service, as well as several...

other aspects of our company as a whole.
This customer was not satisfied with the leads that they were receiving, expressing that they were concerned that most of their contacts would only be one time jobs. Though we maintain that our unique form of advertising does indeed provide a positive return on investment, we have refunded this customer for the leads that they received. This customer will continue to remain in our service in order to advertise on our live directory for the remainder of their year long membership.

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

We were able to reach this customer and discuss their concerns in this complaint in detail. We covered many aspects of our service including their leads, billing models, credit policies, and different programs that could possibly be of more benefit to their needs. At the conclusion of that...

conversation, the customer opted to stay on as a member of our service, pause their leads for the time being, and decided that should they decide to continue receiving leads in the future that one of the programs we discussed would be the best option to move forward with. We have exchanged all the relevant contact information the customer will need in order to adjust their membership in the future, and at this time we are pleased to still have this customer as a member of our network.

Since receiving this complaint our customer service department has been in touch with this customer and were able to address and resolve their concerns.We were able to clarify key points of our service to the customer, have adjusted their account to better fit their business needs, credit has been...

applied, and at this time the customer remains an active member of our service network.

Upon reviewing our records, we found that our customer service department was able to address and resolve the concerns listed in this complaint prior to receiving it. At this time the customer's account has been cancelled in full as requested and there is no further balance owed.

We have made multiple attempts to reach this customer but have not yet been able to reach them and address their concerns. The direct contact information for the party handling this complaint has been provided to the customer in several voicemails and we remain optimistic that we will have the...

chance to resolve this complaint.

Prior to filing this complaint, this customer contacted our company within 24 hours of enrolling in our service and requested to cancel with a refund. As their request came well within our allowable time frame to receive a refund for membership, the refund was submitted at that time and should be...

reflected on the customer's credit card statement within 10-15 business days. At this time their requested refund is processing and their account has been cancelled in full per their request.

Due to the nature of this complaint we have not attempted to contact this consumer, but we do have information to provide.While our records do not indicate an amount or frequency of calls anywhere near what is alleged in this complaint, we did find that several attempts at contact had been made...

over the last several months. We would like to assure this customer that we have now placed their information on our "Do Not Call" list and that they will not receive any further communication from our offices.

Prior to receiving this complaint our customer service department had addressed this customer's concerns and were able to provide a refund for the renewal of their membership. Since that time, however, the customer has issued a charge reversal with their bank that has resulted in an outstanding...

balance on their account; as the customer has now received twice the original disputed amount, they are welcome to either reach out to us for payment or have the reversal overturned through their financial institution. Once either of these actions have been completed both parties will be able to consider the matter closed.

We have been in touch with this customer and were able to fully addressed the concerns as listed in this complaint. We discussed the issues that lead to the circumstances at hand, made adjustments to their account, and at this time are in the process of a finalizing out settlement agreement with the...

customer. Once completed we look forward to continuing the long-running relationship between our two companies.

Final Consumer Response /* (2000, 5, 2015/12/07) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Monday, December 07, 2015 11:40 AM
To: [redacted]@[redacted]
Subject: complaint
Hi my name is [redacted] and I made a complaint towards home advisor they have resolved...

my problem.

Although we have still not been in direct contact with this customer, we have taken steps that we hope will allow for an amicable resolution to this customer's concerns. While the customer's account was active, a significant amount of credit was applied to this customer's account in response to the concerns that they had brought to us, the customer had been actively engaged with the leads provided to them, and our agreement to advertise for their company was upheld. Although we do not feel that a full refund is warranted, we have wiped the outstanding balance that is associated with their previous account, removed their information from our collections agency, and can assure the customer that no future charges will occur.

Initial Business Response /* (1000, 6, 2015/06/22) */
In discussing this complaint with the customer, we found that there was a fundamental misunderstanding in the way our service, particularly our leads, are billed.
Because this customer had such a different expectation on how our services...

work and how they billed, as well as the fact that the customer called to cancel very early in their membership, we have agreed to issue a full refund. The customer was satisfied with this resolution and we have ended our relationship on amicable terms.

We have been in touch with this customer and were able to address their concerns.We found that there had been several concerns involving the settings for the leads that this customer had been receiving, and as a result, the customer had made made a prompt effort to address those concerns which lead...

to their decision to end their membership. As a result, we were able to reach a settlement with the customer, cancel their account in full, and have parted ways on amicable terms.

Prior to receiving this complaint our customer service department was able to reach this customer and have resolved their concerns. Credit was applied, the settings on their account has been adjusted, and at this time we are pleased to count them among the active and valued members of our network.

Our records indicate that prior to receiving this complaint, this customer was in touch with our customer service department and has opted to remain as a member of our service. While that resolution gives us the impression that the customer's concerns have been adequately addressed, we have also...

followed up and left another message that includes the contact information of the party handling this complaint to confirm that they are satisfied. If the customer wishes to amend their current arrangement or if they have any further questions we will be happy to address them.

While we have not been in touch with this customer, we do have information to provide regarding their concerns. The listing provided in this complaint resulted from the efforts of a third party affiliate, and our company had previously been unaware of the site in question. Upon receiving this...

complaint, we were able to contact the company that owns the domain, and we have since instructed them to remove any and all keywords associated with this customer, in particular the phrase "[redacted]," from their search parameters. We have received confirmation from that party that our request was met, and the customer should no longer see any marketing interference from that site.

Initial Business Response /* (1000, 5, 2015/06/24) */
We have been able to reach this customer several times, but they have been preoccupied with a busy schedule each time and have been unable to discuss the complaint.
We have an appointment to discuss their concerns tomorrow morning, 6/24/15,...

and will provide an update to this complaint's resolution at that time.