HomeAdvisor

Initial Business Response /* (1000, 5, 2015/07/02) */
We have not yet been able to make contact with this customer, but look forward to resolving their concerns after the holiday.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
We had already made contact, the customer service rep refused to refund SEVERAL unauthorized charges; hence the complaint here. I think they run a half-scammer/ half legit business and rip off whomever they can get away with.
Final Business Response /* (4000, 12, 2015/09/09) */
During our last communication this customer they informed us that they would be taking legal action against our company. As such, all further communications with this customer will be directed through our legal department.
Final Consumer Response /* (4200, 14, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They send a collection company after me illegally that has put negative marks on my credit score which prevented me from refinancing my house and has caused much misfortune

As noted in our previous response, when we originally made contact with this customer we were able to discuss their concerns, several options regarding our settlement offer, and whether or not the customer wished to remain a member of our network under modified program terms. At no point did we discuss the possibility of a full refund as demanded in their most recent response, nor do we consider that to be a reasonable resolution given their situation and account history. We have since reached out again to this customer regarding their rejection, but were not able to make contact with them. We left the appropriate contact information in that message to further discuss their concerns and do still hope to resolve this complaint on amicable terms.

As described in our previous response, the issue at hand for this complaint is not whether or not the customer has hired and reviewed the requisite amount of service professionals, but rather when they did so. This promotion in question stipulates that the service requests and subsequent reviews must have occurred since January 7th of this year, and as the vast majority of this consumer's activity with our service occurred long prior to that date, they are at this time ineligible for a payout for this promotion.

We have not reached out to this customer regarding this complaint, but do have information to provide.Removal from our Live Directory is not instantaneous upon cancellation with out service, but typically occurs 10-14 days after the fact. As with any directory on the internet, our directory can be...

used by third parties to locate contact information. While we apologize that this customer received unwanted solicitation from other parties as a result of their internet visibility afforded by our advertising, we can assure them that their information was not intentionally provided or sold to any outside sources

In discussing this complaint with the customer, we were able to arrive at the conclusion that a different program than the one they are currently subscribed to would be a much better fit for their company. We have applied credit to their account, will be having a customer service representative...

contact them tomorrow to finalize their new plan, and at this time we are still able to count this customer as a valued member of our network.

As described in the customer's...

response, we were able to reach the customer, discussed their concerns, and offered what we believe to be a fair resolution to this complaint. Our offer was rejected by the customer, and we would like to note that while our offer will remain valid should the customer choose to reconsider, we are at this time considering the matter closed.

We have had continued issues with communicating with this customer by phone, but have had brief correspondence via email. At this time credit has been applied to the customer's account, but have not received word on whether or not their concerns are fully resolved. Our best method of contact has...

been provided via email, and we will be glad to further assist this customer with any further concerns that they may have.

We have been in touch with this customer and have initiated our formal Problem Resolution process for disputes involving work done by contractors in our network. As this process is now underway, we will be able to provide further updates as the situation provides them. We are fully optimistic that...

this process will be able to fully address the concerns listed in this complaint and provide an amicable resolution.

Initial Business Response /* (1000, 5, 2015/08/18) */
We have held a brief conversation with this customer, but have not yet been able to fully address their concerns. We will continue to reach out in the hopes of reaching an amicable solution to their situation.

We were able to reach this customer and have addressed their concerns. We found that the confusion regarding the billing to this customer's account was the result of our Instant Connect program. We were able to describe and discuss this program during our conversation, as well as reach a settlement...

regarding the billing in question. We have also scheduled a followup call to go over this and other programs in full detail as they pertain to the customer's account future, and we look forward to the opportunity of returning this customer's account to an active status in our directory.

We have been in touch with this consumer and have apologized for the confusion that lead to this complaint. A settlement was reached, their account cancelled as requested, and we have since 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 pending a full refund within thirty days as promised.
Sincerely,
[redacted]

In speaking with this customer, we were able to clarify certain aspects of our service that lead to this complaint. Once we were able to discuss the policies, programs, and details of our service that were the source of confusion, an amicable settlement was reach. Though at this time we have parted...

ways with the customer, we have done so on friendly terms and look forward to the possibility of forging a new relationship with this customer in the future.

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]

In speaking with this customer and reviewing our records, we were able to determine that there had indeed been some confusion regarding this customer's lead generation. As a result of our discussion we were able to reach an amicable resolution with the customer and have since cancelled their account...

with no further balance owed.

We have been in touch with this customer but have not yet been able to reach an amicable resolution. An additional call has been made by a second member of our management team, but we have not yet heard back from that communication. We remain willing to discuss this customer's concerns and look...

forward to resolving theor complaint.

Our internal review process for ratings and reviews provided to us by homeowners requires that we follow up with the contractor in question to ensure they do not have a valid rebuttal to provide. In this case, the documentation provided by the contractor did not disprove the rating that this...

complainant filed with us, and therefor it has since been posted. We would also like to assure this consumer that our company complies with all state-level licensing requirements for any task that we recommend members of our network to perform; If a contractor in our network is not licensed perform a particular task, they will not be matched with a homeowner to for that task through our Service Request process. In this case, the only leads that we provide to the contractor in question are for tasks involving the design stage of renovation projects, and the state of North Carolina does not require a license for that discipline.  As this complainant did not use our Service Request process or inform us of the scope of their project, our company was at no time privy to the details of the services for which they were attempting to hire. As such, we could not possibly have confirmed or denied whether or not the contractor was licensed to perform their project. We can also confirm that the contractor does not claim to possess or hold any licenses outside of their stated business expertise anywhere on their profile in our live directory.

Initial Business Response /* (1000, 6, 2015/09/17) */
We have been in touch with this customer and have addressed their concerns.
We have determined that there was some confusion regarding the nature of our service, as well as some misunderstandings regarding the nature in which we bill for our...

leads. We determined that our service is not a good fit for this customer at the this time, and in order to part ways on amicable terms, we have issued a refund.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/23) */
My case has been resolved. Credit was received for my charges.

Prior to receiving this complaint our customer service department was able to address and resolve this customer's concerns.We have apologized for any misunderstandings and/or misrepresentation on the part of the customer's sales representative and have applied credit towards their account. At this...

time the customer remains an active and valued member of our service network.

We have been in touch with this consumer and were able bring about an amicable conclusion to the concerns listed in this complaint. As a result of our established Problem Resolution process a settlement has been reached and their feedback has been posted to our site as requested.