HomeAdvisor

Complaint: [redacted]
I am rejecting this response because: From the time I started my membership I had informed Home Advisor that I did not need leads nor appointment setters.  Starting on June 9, 2017 with $51.56 taken for a lead that was not even in my county, I have been given false leads and false address information.  I turned my leads off June 12, 2017,  and yet the  $100.00 Home Advisor started my with for leads was taken in the first week with the wrong type of leads for my business when my leads were paused.  SPoke with Customer service on numerous occasions, from July to October of 2017, no one called til November 2017. I want membership of $287.00 returned. proven.
Sincerely,
[redacted]

Through our established Problem Resolution process, our Customer Solutions process was able to contact both this consumer as well as the contractor in question. As of our last communication with the consumer, they have informed us that the contractor was able to resolve their concerns and is now...

satisfied with the work that was perform.We would like to thank this consumer for bringing their concerns to our attention and we look forward to assisting them with their future home improvement needs.

As detailed in our previous responses, we have made numerous attempts to contact this customer with no success or returned communication. Documentation showing our calls, emails, and billing records have been provided to the Revdex.com office handling this complaint, and at this time we are considering this matter closed.

Initial Business Response /* (1000, 5, 2015/11/05) */
We have been in touch with this customer, discussed their concerns, and were able to reach an amicable resolution.
In light of the fact that our service was not properly and fully explained during the sales process, as well as an internal...

error regarding their cancellation, we have amended their outstanding balance and have ended our professional relationship.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/17) */
HI Revdex.com YES I SPOKE TO A [redacted] AT HOMEADVISOR AND HE INFORMED ME THAT OUR ACCOUNT IS CLOSED AND IS AT A ZERO BALANCE AND HOMEADVISOR WILL NOT BE SENDING ANY UNPAID BALANCES TO ANY COLLECTION AGENCIES. SO IF WE HAVE ANY MORE ISSUES WITH THIS COMPANY WE WILL BE CONTACTING Revdex.com. THANKS AGAIN

Complaint: [redacted]
I am rejecting this response because: I don't have the direct line, The 3 times I've called the number I have it goes directly to there customer service page for anyone who wants to call them, I'll be glad to call if a number is given to me that goes directly to the person handling the problem
Sincerely,
[redacted]

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns. We have since adjusted the customer's account settings to better fit their business needs and are pleased that they remain an active member of our network.

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.
THANK YOU very much for your assistance in this matter
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
We have looked into this customer's service request and found that the day prior to their appointment, the contractor that had been matched with this customer called in to cancel their appointment. At that time, we made an active transfer to put...

the contractor in touch with this customer and presumed that both parties had made contact as a result.
When attempting to call and discuss this complaint with the customer, we found that there was no voicemail set up on the number that they had provided us. This is to say that even though we made an attempt to get the contractor in touch with the customer, the contractor had no way to leave a message informing them of the cancellation. Additionally, when the customer made the original service request, they were provided the number of the contractor that they had made the appointment with. The customer could have made contact with the contractor at any point during the morning in question.
In regards to the customer's mention of the email notification bouncing back, we can confirm that in addition to the phone transfer to alert the customer that the appointment had been cancelled, we attempted to send two emails informing them of the same the day before the appointment. Both of these emails were indeed "bounced back" to us, indicating that our email domain had most likely been designated as spam by the customer's email domain and thus blocked from delivery. We have internal documentation of this available upon request.
At this time, we feel as though our company made reasonable efforts to keep both parties in communication with one another and consider this matter closed.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no voicemail left on the phone number provided to [redacted]. Our phone has the option to leave a voicemail easily, so one could have easily been left. In fact, the person/rep I spoke to when I called said - finally - "you should have gotten a phone call." So, I am confused by this.
I checked my emails that very same day when I spoke to [redacted] reps - who claimed that emails were sent - and none were received in my SPAM or inbox. Interestingly, I still receive emails for advertisements directly to my inbox without any issue.
Furthermore, I did contact the plumber directly that morning, obviously, since I had his phone number. I left a message to his voicemail with the number to reach us. No one called back.
We missed an entire morning of work due to this situation and we believe it was the lack of communication and follow through by [redacted] staff to let us know that there was a cancellation. More importantly, we were not informed at the time of the appointment, or previously, that vendors can cancel through [redacted], instead of calling us. No one called us or emailed us. To reiterate, I had to call both the company and the vendor. When I didn't hear back from the vendor (Plumber), of course I called the company ([redacted]) who claims on various advertisements to vet vendors and were in charge of facilitating this appointment. After our terrible customer service experience by [redacted], I'm struggling to understand the purpose of this company and concerned about the way it brushes off customers - especially, those who try the service for the first time.

Prior to receiving this complaint, our customer service department was able to address and resolve this customer's concerns. Due to extenuating circumstances regarding the customer's account settings and timing concerning uncontrollable circumstances, we were able to reach a settlement regarding...

their outstanding balance. At this time their account has been cancelled in full with nothing further owed and all collections activities have been halted.

In speaking with this customer and reviewing our records, we were able to confirm that there had been some confusion regarding the coverage area for the leads that were being generated for this customer as a part of their membership with our service. As a result, we were able to reach a settlement...

with this customer, cancel their account in full, and have since parted ways on amicable terms.

Through our internal Problem Resolution process, we have been able to facilitate an agreement between this customer and the contractor that they had been working with. At this time we have been advised that the contractor in question will be providing a refund to the customer.

We have been in touch with this customer and were able to address and resolve their concerns. A settlement was reached, their account cancelled per their request, and at this time we parted ways on friendly terms.

Initial Business Response /* (1000, 5, 2015/11/18) */
We were able to successfully reach this customer and have addressed their concerns.
We found that this customer did in fact receive a string of leads that were eligible for credit, and most of them had been applied prior to our office...

receiving this complaint. Though we did provide those credits, the customer had also requested to remove himself from our network very early into their membership. In light of these circumstances, we have agreed to a refund and have parted ways on friendly terms.
Complaint Response Date bumped because: Holiday

In speaking with this customer and reviewing our records, we found that the customer had taken the necessary steps to ensure the cancellation of their membership with our service prior to it's annual renewal. As such, we have cleared the balance that resulted from those charges, cancelled their...

account as requested, and have since parted ways with the customer on amicable terms.

We have been in touch with this customer, have been able to clarify the nature of our system, and have apologized for the source of confusion that lead to this complaint. Credit was applied to their account, and at this time the customer remains an active and valued member of our network.

Prior to receiving this complaint, our customer service department had been in touch with this customer and informed them that a refund for the membership they were charged for had been processed. After further review, we would also like to add that the two leads generated to this customer's account...

have since been refunded as well. We would like to apologize for the confusion that resulted from this situation and relay that at this time the account has been cancelled in full, there will be no future charges, and the customer can expect to see these funds reflected on credit card statement within the next 10-15 business days.

Prior to receiving this complaint, our company was able to touch base with the actual owner of the account in question, a party other than the complainant, and were able to address their concerns. We have apologized for any confusion regarding their account given the circumstances, credit was...

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

We had previously been in touch with this consumer regarding their concerns, and at that time we requested but were not provided with documentation to support the claims being made in this complaint. As such, we were unable to make any determinations regarding potential work quality concerns and our...

problem resolution process was then closed. We are furthermore unaware of, nor would we be bound by any law that might mandate potential warranty coverage for work performed. As mentioned in this complaint, at our last communication with this consumer we referred them to alternative resources that might better serve in pursuing their concerns regarding the contractor in question. As a neutral third party advertiser, our company does not make any guarantees regarding the contractors in our network beyond the fact that they have successfully passed the background screening required to become a subscriber to our advertising services. While it is worth mentioning that we have placed this contractor’s account on hold for further background research since being made aware of a pending lawsuit against them, our attempts to foster productive communication between this consumer and the contractor in question were not successful, and we are at this time considering this matter closed.

Initial Business Response /* (1000, 5, 2015/11/02) */
We were able to reach this customer and have discussed their account and the concerns that they have. We discussed possible solutions, and left things on the fact that the customer would like to consider their options, and that they would reach...

back out to us to let us know what they have decided. We will provide an update on the resolution the next time we are able to speak with the customer.

Do to the nature of their concerns we have not reached out to this consumer, but as mentioned in their complaint our company had already placed their information on our Do Not Contact list prior to this complaint being filed. We would like to apologize for any frustration that the unwanted contact...

may have caused and can assure the consumer that they will not receive any further communications from our company.