HomeAdvisor

We have been in touch with this customer and were able to address the concerns in this complaint. We assured the customer that we would never relay to any potential customer that they were out of business, or for that matter, extend any information regarding their business other than whether or not...

they are accepting leads from our company. Upon further investigation, we found that these concerns surfaced due to the customer having a listing on our directory while they were not actively accepting leads. When homeowners had requested information regarding the customer's company, we had simply informed them that they were not accepting leads through our network at that time. We explained this situation to the customer, were able to reach a settlement regarding their concerns, and at this time have cancelled their account in full and removed the listing in question.

Complaint: 11964636
I am rejecting this response because:1)  I was NEVER told that the five free leads were valid for 90 days.  Actually, the 5 free leads were NEVER fulfilled!!! 2)  The facts are that the 5 free leads were NEVER fulfilled and during 9 months I have only received 1 valid lead from Homeadvisor.  That lead never returned my calls.  The fact that there has only been one valid lead in 9 months proves that I was sold a service from Homeadvisor that they could NOT deliver on!!!  You can't tell me that one lead should cost $280.00  Either Homeadvisor could not delivery their product or I was lied to.  Either way the problem is on their end.  How can you sell a service when you cannot deliver???
Sincerely,
[redacted]

We have been in contact with this customer and were able to have a productive conversation regarding their concerns. We found that several of aspects of this customer's concerns stemmed from fundamental changes in our service between now and their previous membership several years ago. This was...

primarily evident in regards to membership cost and control of lead generation to the account. As a result, we were able to determine that the customer's business needs did not align with our service, and were therefor able to reach a settlement to these concerns. At this time the customer's account has been cancelled in full and we have parted ways on friendly terms.

Although we were not able to make direct contact with this customer, we have communicated via email that their desired resolution has been provided to them. We have apologized for the confusion in regards to their billing and wish this customer and their company all the best moving forward.

Prior to receiving this complaint we were able to reach this customer and have since resolved their concerns. We found that there had been settings on their account that were changed by customer's employees that lead to confusion in regards to their billing and were able to correct this...

misunderstanding. As a result, a settlement was reached, their account cancelled as requested, and we have since parted ways on amicable terms.

We have been in touch with this customer and were able to successfully address their concerns. We found that the customer had some concerns with the quality of the leads they had recently received from our service. The customer has been a member of our service for multiple years, so we were able to...

discuss some new programs that they were not aware of, as well as make some adjustments to their account to maximize the efficiency of their lead generation. Credit to their account was provided, changes to their account were made, and at this time the customer remains a valued member of our network.

We have made multiple attempts to reach this customer but have not yet been successful in contacting. Despite this, we do have information to provide.Upon review of the customer's account we found their requested resolution to be a reasonable one, and as such we have amended their outstanding...

balance to reflect the amount the customer has indicated they would like to pay. Once that payment has been made there will be no further balance owed and the account will be cancelled in full, and once we receive return communication from the customer to complete this resolution then we will be considering the matter closed.

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. 
[redacted] was very courteous and professional and due to the misunderstanding of services he refunded me the original membership fee.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/23) */
Though our terms and conditions state that no refunds are given past the initial 72 hours after signing up with our service, in order to part ways on amicable terms we have provided this customer a refund for the full amount of their membership....


Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Although we were not able to contact this customer directly regarding this complaint, upon review of their account we have provided the resolution as requested. The customer had filed a charge reversal with their financial institution and as a result has since received the disputed funds back...

to their credit card. As such, we have removed the resulting balance, there is no further balance owed, there will be no future charges, and the account has been cancelled in full per the customer's request.

While we were able to reach the customer named as the complainant on this matter, the customer was adamant that they had not filed any complaints against us and that they were not privy to this filing whatsoever. At this point we have emailed the customer a copy of this complaint in order to...

determine who may have filed it and how best to proceed. We will provide any further updates regarding this concern as they develop.

Prior to receiving this complaint, this customer's account had been cancelled due to our inability to contact them and the balance in question had been removed. At this time the account remains cancelled in full, there is no balance owed, and there will be no future charges.

Upon reviewing this customer's account and discussing their concerns with them, it was readily apparent that the customer had made a good faith effort to cancel their membership with our service within the allowable time frame to receive a refund. As such, we were able to reach a resolution with the...

customer, cancelled their account in full, and have since parted ways on friendly terms.

We were able to reach this customer and have brought this complaint to an amicable resolution. In discussing this complaint with the customer, we were able to determine that due to several concerns surrounding the lead generation aspect of membership with our service, the customer had made an effort...

in good faith to close their account within our allowable period for a refund. Because of this, we were able to reach a settlement regarding the customer's past due balance and closed their account with no further balance owed.

We were able to reach a resolution with this customer regarding their concerns, and at this time their membership with our service has been cancelled in full per their request with no further outstanding balance or obligations.

We were able to communicate with this customer via email and have brought their concerns to an amicable resolution. After reviewing their account we found that there was in fact merit to the credit requests mentioned in their complaint, the amount of credit requested was applied, and at this time...

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

Complaint: [redacted]
I am rejecting this response because: Choosing to not post my fair and accurate review IS filtering. This is relevant information to your users and Home Advisory states they are referring trusted service providers. If Home Advisor is withholding honest and important reviews of one of their users then they are misleading the public. Users expect / demand honest and unfiltered reviews. This matter should be exposed to the public. As a user I did not know Home Advisor withheld information such as a service provider not making appointments. This matter should have a spot light shined on it so people know that they are not getting the full information. They should know that the service provider may not be professional and show up for an appointment. If this matter is not resolved I will need to take my issue to the appropriate consumer protection agency letting them know that Home Advisor is misleading the public. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/01) */
We have been in touch with this customer and have addressed their concerns.
We explained that the review they had written began with a sentence that does not comply with our terms and conditions regarding ratings and reviews. The customer...

agreed to remove that sentence, and we have since published their review.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response because I had no other option. In this case, Home Advisor agreed to post my rating only if any reference to Home Advisor was removed. When in fact, it is this companies sales tactics that created this issue. The contractor I used had a mere eight reviews with HA over a three year period. Yet according to HA, he was worthy of highly deceptive "Top Rated" and "Elite Service" Award's as posted by by Home Advisor on the web page HA provided for this contractor. My reference in my review to the fact that Home Advisor failed to properly represent this contractor was factual. I depended on HA to be ethical and provide me as a customer accurate depictions of the service providers they profit from. This is clearly not the case. What is further troubling is that HA could have easily given me the option of posting my altered review long before I asked for Revdex.com in nvolvement. Yet they went out of their way to do so. Home Advisor is clearly a low level operation that engages and promotes deceptive trade practices. They pose a high risk to any homeowner.

We were able to reach this consumer and held a productive conversation regarding the concerns as listed in this complaint. As a result, a settlement has been reached and the contractor in question is no longer a member of our network. We have apologized to the consumer for any frustration that...

resulted from this situation and look forward to the opportunity of assisting them with their home improvement needs in the future.

Prior to receiving and addressing this complaint, our customer service department was able to resolve the concerns listed in this complaint. Our records indicate that the outstanding balance has been amended, settings on the account regarding types and frequency of leads were adjusted, and at this...

time the customer remains an active member of our network.