HomeAdvisor

In speaking with this customer and reviewing our records, we were able to confirm that there had been instances where misunderstandings by homeowners as to the type of service that this customer offers had resulted in leads being charged to the customer's account that were not in the correct...

category for their business. In order to resolve this complaint on amicable terms, we were able to amend the balance associated with the customer's account, and we have since parted ways on friendly 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 question. At this time, the customer's account has been cancelled in full and the customer is no longer a member with our service.

We have been in touch with this customer and were able to hold a productive conversation regarding the concerns listed in this complaint. As a result, a settlement was reached, a refund was provided, and at this time their account has been cancelled in full per the customer's request. We have...

also apologized for any frustration that was experienced during their time with our service and wish the customer and their business all the best in the future.

We have made multiple attempts to reach this customer but have not yet been successful in reaching them to discuss this complaint. That being said, we do have information to provide.We do apologize for the link between the two different companies and/or account as described, and should we make...

contact with the customer we will be happy to disassociate the two accounts from one another rendering the balance owed irrelevant to this complainants account. However, upon review of their account we found that there is another party referred to in many of this customer's ratings and reviews who is referred to as the owner and the person actually executing the work that is won as a result of our leads. Provided that we are able to conduct a successful background check on this additional party, the customer's account will be reactivated as requested.

Per our response to this customer's complaint that was filed last month, a refund had been processed prior to our receiving it. Since that time we received a chargeback from the customer's financial institution, meaning that they have now received the disputed amount back twice over. The customer...

can confirm review their credit card statement to confirm that this is the case, and we will have a customer service representative contact them today in order to address the outstanding balance that resulted from this situation.

We have been in contact with this customer and were able to address their concerns. We found that there was a misunderstanding regarding the cost of the leads that this customer would be receiving as a part of their membership with our service. The customer made a reasonable attempt to cancel their...

account very early on in their membership, and as such we have agreed to a settlement with this customer.

Prior to receiving this complaint a senior member of our customer [redacted] department had been in touch with this customer and explained our credit guidelines, processes, and policies to this customer. We do not and cannot guarantee contact with the leads that are generated through our service, and...

throughout the life of this customer's account we can confirm that a substantial amount of credit has been applied per the aforementioned guidelines. We would also like to note that all members of our [redacted] are free and in fact encouraged to adjust their account settings and/or pause their lead generation in order to control their spend at any time. While this customer's account currently remains active, we do not feel as though the amount of additional credit requested in this complaint is warranted and we are this time considering this matter closed.

Prior to receiving this complaint our customer service department had already addressed the concerns listed in this complaint by this customer. While there was indeed a typo in our notification email that alerted the customer of their upcoming charge, we are addressing that matter internally in...

oprder to correct the fact that the email shows "2017" as opposed to "2018." Regardless of this typo, the notification email was successfully delivered a month prior to the charge in question being processed. Additionally, a credit has since been applied to the customer's account for the lead described in this complaint, and we would also like to note that our company provided an extensive explanation of our credit process to this customer when they filed a previous complaint with the Revdex.com. Given these circumstances we are now considering this matter closed.

As stated by this complainant our service had previously been in touch with the account holder for the membership in question and we were able to reach an amicable resolution. Although we have tried to reach that party again directly in regards to this complaint, both their phone number and email...

address are no longer in service. If this matter is simply in regards to providing the actual account holder with the lead information that they received while an active member of our network then we will be happy to provide them, but that party will need to contact us directly. Given these circumstances, until further contact received from the account holder we are considering this matter closed.

The individual that filed this complaint is a party other than the actual account holder with our service. Although this complainant reached out to cancel the account with us, we were then in touch with the account holder themselves who opted to remain a member of our service. At this time we are...

advising the complainant that should there remain any issues, the actual account holder will need to contact us regarding their concerns, and should they intend to cancel the account then we will honor that request.

We have been in touch with this customer and were able to address their concerns. We have apologized for any misunderstandings or confusion regarding our credit policies, explained options that could better serve their business needs, applied credit, and while one of this customer's two accounts...

have been cancelled per their request, we are pleased to still have the customer active in our network.

They have refunded my money and cleared my account

Although we have made multiple attempts to reach this customer both prior to and since receiving this complaint, we have not been able to contact them in regards to their concerns. The contact information for the party handling this complaint has been left in multiple voicemails to the customer, and...

should we hear back from them we remain optimistic that we will be able resolve this complaint on amicable terms.

In speaking with this customer and reviewing our records it became clear that there had been some confusion regarding the actual cancellation date of this customer's account, and as a result, there was a disputed balance. After a productive conversation we have apologized for any frustration that...

arose out of this confusion, a settlement was reached, and we have at this time parted ways with the customer on amicable terms.

Complaint: [redacted]
I am rejecting this response because: I am open to discuss but I do not want to talk with them tru the Phone.  I would like to have any discuss regarding of my complaint via email or Revdex.com only.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/21) */
We have spoken with this customer about their concerns, and most recently left a voice message explaining that we would like to make an offer to resolve their complaint. We will continue to reach out to this customer in order to bring this...

matter to an amicable resolution.

Due to the nature of this complaint we have not attempted contact with this customer, but do have information to provide. We apologize for any inconvenience to this customer, and we have added their contact information to our "Do Not Call" list. Moving forward the customer should not be receiving...

any further communications from our company.

After reviewing this customer's previous account with us, we show that our customer service department had discussed the nature of our service, including the difference in our directory listings and lead generation offerings, but that the customer chose to cancel their membership. At that time...

credit was applied to several leads but the customer was well outside of the required time frame to receive a refund for their membership. Our records also show that the customer recently received an unwanted call from one of our sales representatives inquiring about whether or not they wished to try our service again. To prevent this from happening again in the future we have placed their information on our do not call list and should not be subject to any further communication.

While we were able to reach this customer, we were not able to bring this complaint to an amicable resolution as the offer we extended to the customer to resolve their concerns was rejected. As a form of advertising, we cannot and do not guarantee any specific amount of jobs as a result of our lead...

generation, but rather that members of our network will obtain the contact information for potential customers that have expressed an interest in their field of expertise. Despite our interest in and best efforts towards bringing this complaint to a resolution, we are now considering this matter closed.

We have been in touch with this customer and were able to address and resolve their concerns. A settlement was reached, their account cancelled as requested, and we have apologized for any frustration that may have resulted from their experience.