HomeAdvisor

Although our records indicate that the rewards check in question was sent to this consumer a month prior to our office receiving this complaint, we have reached back out and informed them via voicemail that a new check has been issued as it would appear there was an issue with delivery. The second...

check has since been issued, and if not already received, should be arriving shortly.

Due to the nature of this complaint we have not been in touch with this consumer, but would like to apologize for any unwanted contact that they have received from our company.We have honored the consumer's request to be placed on our Do Not Contact list and would like to assure them that they will...

not receive any further contact regarding our service. We would also like to note that the volume of communications they have received is highly unusual and we will be investigating our internal systems in order to assure this does not happen to other potential customers in the future.

After both reviewing our records and speaking with this customer, we were able to determine that our service had not been a good fit for the customer's business needs and that there had been some confusion regarding our methods of delivering leads to their account. As a result, a settlement was...

reached, the customer's account has been closed per their request, and we were able to part ways on friendly terms.

We have been in touch with this customer and have apologized for the confusion that surrounded the cancellation of their account which lead to the outstanding balance in question. A settlement was reached, their account cancelled, and at this time there is no further balance owed.

As described in our previous responses, there had been some confusion regarding the overlap between the refund we had provided and a chargeback issued with the customer's bank. That concern has since been straightened out and the customer's account has been cancelled in full per their request with no further balance owed.

In speaking with this customer and investigating their account history, we found that there may have been some misunderstandings regarding the nature of our leads, as well as an enrollment into a program that they were not aware of. In light of this evidence, we were able to amend the outstanding...

balance associated with their account and have since cancelled it in full. At this time we have parted ways with the customer on friendly terms.

We stand by our original response to this complaint and continue to consider this matter as closed.

Although this complainant is a party other than the account holder for the membership with our service, we have been in touch with the latter and were able to address their concerns. Upon reviewing their account, we found that there had in fact been a mistake with the types of leads this...

customer was profiled for and was receiving shortly after their enrollment in our network. Although this was corrected, the customer experienced further difficulty and requested to cancel their membership within what we determined to be a reasonable time frame and have since amended their outstanding balance. At this time the customer's account has been cancelled per their request, there is no further balance owed, and we were able to part ways with the customer on friendly terms.

Prior to receiving this complaint our customer service department made contact with this customer and attempted to resolve their concerns but were not successful in that pursuit. Our records prove that over multiple years of membership with our service on two different accounts, one of which...

has been cancelled since 2016, that jobs have been won and performed as a result of our leads and that a substantial amount of credit has been applied along the way. While we have cleared the balance that remained on their most recently active account and have cancelled it in full, the full refund for both accounts as demanded by this customer is not warranted. As such, we are at this time considering this matter closed.

Initial Business Response /* (1000, 5, 2015/10/29) */
Upon investigating this account, we found that the final charge levied against this customer was in fact billed in error. In order to correct this issue, we have wiped the balance and pulled the account from collections. There will be no...

negative consequences to this customer's credit, and the customer has been notified of the correction.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
HomeAdvisor's Revdex.com complaint manager contacted us, and promptly took the appropriate action. He was extremely professional and courteous.

Complaint: [redacted]
I am rejecting this response because:  This process is a complete joke.  The business refuses to accept their responsibility when they advertised services for a contractor for which the contractor is not licensed to perform.  Further, Homeadvisor continues to advertise services for this contractor for which the contractor is not licensed.  Homeadvisors explicit negligence is reprehensible.  Homeadvisor has also admitted to selectively not posting negative comments about it's contractors, furthering their negligence because if they posted all of the posts I would have been warned by another one of HAMCO Restoration's customers not to use their services for which they are not licensed to perform.
Sincerely,
[redacted]

Given the nature of this complaint we did not attempt to reach this consumer via phone call, but have instead have been in touch with them through email.We were able to confirm the phone number to which this consumer was receiving calls, have apologized for the unwanted contact, and have since...

placed their information on our company's Do Not Call list.

(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted and asked some questions but I have still been given no resolution. I am waiting on [redacted] from Home advisor to get back with me.

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. They did credit me back the total amount.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: wile there was an attempt to contact us on 2/2/2017, I returned the phone call 2/3/2017 and left a message and have not received a return call.
Sincerely,
Fabrication Llc

We have been in touch with this customer and were able to resolve their concerns by amending the balance that had been associated with their account. We found that there had been in error involving the quantity of leads provided to this customer, were able to correct that mistake, and at this time...

the customer's account has been cancelled per their request with no further balance owed.

While we have briefly been in touch with this customer, we have not yet had the opportunity to fully discuss their concerns as listed in this complaint. We do still hope to have that conversation, resolve this complaint, and will provide an update once one is warranted.

Initial Business Response /* (1000, 8, 2015/09/17) */
We have been communicating with this customer directly and have provided her our perspective on the situation as well as offered a resolution.

Prior to receiving this complaint our Customer Solutions team had been in touch with the actual owner of the account in question, a party other than this complainant. As this complainant is not an authorized party to the account in question we have not reached out to them directly but we do have...

information to provide. This complainant had previous accounts with our service that were terminated from membership for multiple reasons including negative trending in regards to ratings and reviews as well as formal complaints that were worked in our Problem Resolution process. As a result of these account terminations, this complainant is no longer eligible for membership in our network, and upon discovering their association with the account to which this complaint refers, the owner of that account was informed that their membership would be placed on hold until further notice. At this time the account remains hold, is ineligible to receive leads, and this status will not be amended without receiving further information from the actual account holder.

Initial Business Response /* (1000, 5, 2015/10/28) */
We have been in touch with this customer and have addressed their concerns.
We found that there was in fact a fundamental misunderstanding of the nature of our service, specifically regarding the billing for our service. In light of this...

customer's quick reaction to reaching out to us regarding the misunderstanding, we have provided a refund.