HomeAdvisor

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 meHowever, as of 7/1/16, our account is not completely cleared until they post my cashier's check for the settlement amount and close out my account from their collection agency If this do not get 100% cleared within a reasonable time frame, I reserve the right to re-open my complaint claim against Home Advisor Sincerely, [redacted]

In speaking with this customer and researching their billing history, we found that the customer's account was enrolled in an aspect of our service that provides an appointment setting feature to their lead generation program, and that because of this, the amount of leads billed to their account was greater than the original budget they had set for their account upon joiningAfter explaining this reason for the discrepancies in the customer's billing, we were able to reach a settlement agreement in regards to the leads billedAt this time we have cancelled their account in full per their request and parted ways on amicable terms

Prior to receiving this complaint, our customer service department had already addressed and resolved the concerns listed in this inquiryAs we found that the customer had been diligent in their efforts to inform us of their intent to cancel very early into the life of their account, the customer's membership has been cancelled per their request and a refund has been provided

We were able to reach this customer and have addressed their concernsWe found that there was a misunderstanding regarding our policy that automatically renews membership with our service after the original term has come to an endWe also found that this customer did in fact notify us in a reasonable amount of time after being charged for their new membership, and have therefor adjusted their account accordinglyAt this time their account with us has been closed and we have parted ways on amicable terms

As we stated in our previous response, this customer's account has already been closed with no further balance owed, has long since been pulled from collections, and the customer incurred no negative marks on their creditAs there is at this time nothing further to address regarding this complaint, we are considering the matter closed

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ After speaking with this customer and looking into their account, we have issued a refund for the requested amount Our system automatically renews the membership to our service, much like a magazine subscriptionWe found that this customer made a reasonable attempt to inform us that they did wish for their membership to renew, so we have issued a refund for both the cost of their membership, as well as a lead that was charged to their account after that renewal

Initial Business Response / [redacted] (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

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ Prior to receiving this complaint, our customer service department was able to reach an amicable solution to this customer's concernsWe have provided credit to this customer's account and have parted ways on amicable terms Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 meThe company did not respond to the emails I sent as requested in the Revdex.com website nor did they resolve the issue until after I filed this complaintTheir statement is untrue! I checked this morning and see the funds were finally deposited back to my account on 04/28/I wouldn't have gotten that without filing this complaintThank you Sincerely, [redacted]

As has been explained to this customer both over the phone and in email, our agreement with our credit card vendors stipulates that all refunds for payments made on a credit card be processed back through that original form of paymentThis customer's refund has been issued to their former financial institution, and they will need to check with that company in regards to how their payment will arrive, although it will presumably come as a check from that entity

Prior to receiving this complaint, our customer service department had been in touch with this complainant multiple times regarding their concernsThe owner of the account in question is a party other than the complainant, and the former had previously been explained our policies and billing structure in regards to our lead generation and agreed to our terms and conditions via our VoiceLog systemAdditionally, the customer was actively engaged in contacting their leads, was making consistent contact, and our records reflect that jobs were won as a result of our serviceDespite this, our customer service department made an effort in good faith to address this customer's concerns by applying a substantial amount of credit that resulted in the removal of an outstanding balance associated with their accountDue to the circumstances outlined above, we believe that our company has not only performed the service that this customer agreed to upon becoming a member of our network, but that we have also accommodated a reasonable resolution to the concerns of a party that was not privy to or present during the sign up processAs a result, we are at this time considering this matter closed

We have made multiple attempts to reach this customer but have not yet been successful in reaching them to discuss this complaintThat 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 accountHowever, 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 leadsProvided that we are able to conduct a successful background check on this additional party, the customer's account will be reactivated as requested

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] ***

Out of respect for this customer's desire not to be contacted by our company we have not pursued further communication with them at this time, but we do have information to provide regarding their concernsProfessional conduct in all stages of our operations is something that we as a company take very seriously, and we would like to assure this customer that the manager and senior management in charge of the sales representatives in question have been made aware of this customer's concerns and have addressed those employees accordinglyWe would also like the customer to know that their contact information has been removed from our records and that they will not be receiving any further communication from our officesWe apologize for any inconvenience caused by the situation described in this complaint and wish all the best for the customer and their business moving forward

Due to the nature of this complaint we have not attempted further contact with this consumer, but would like to assure them that we have placed their information on our Do Not Call list and that they will not be receiving any further communication from our companyWe would also like to offer our apologies for the unwanted contact and wish this consumer and their company all the best in the future

Final Consumer Response / [redacted] (2000, 6, 2015/07/16) */ I have been contacted by [redacted] and they have issued a complete refundThank you, [redacted] , ***

While we stand by our original response to this complaint and would like to clarify that while the customer's lead generation is indeed currently off, the credit would otherwise remain on the account for future use.That being said, as a means to resolve this complaint on amicable terms we have provided the refund for the amount in question as a one-time courtesyThis amount will be reflected on the customer's credit card statement within the next 10-business days and we are once again considering this matter closed

We were able to reach this customer, discussed their concerns, and were able to reach an agreeable resolution to the balance in questionWe have scheduled a follow up call to make sure that their account settings are in line with their business leads, will make the necessary changes, and are pleased to count this customer among our active network members

As we stated in our previous response, this customer had agreed to an amendment of their balance and we had considered the matter resolved and closedSince that time, the customer has filed disputes with their bank that increased the balance associated with their account and was outside the agreement that had been madeAt this time we have no reason to believe the balance on their account is anything other than valid, and as previously stated, consider the matter closed

While we have made several attempts to reach this consumer since their rejection of our initial response, we have not yet been able to touch base with them regarding this concernAt this time, however, we can state that upon further investigation that we have identified the source of this issue and that the issue is being addressed on an internal levelWe would like to reiterate that it is not our company who is at the source of this concern and that we do not resell or release consumer information to more than a maximum of four contractors that fit the service requestThe direct contact information of the party handling this complaint has been provided to this consumer in multiple voicemails, and should they have any further questions or concerns we will be glad to address them