HomeAdvisor

Prior to receiving this complaint, our Customer Service department was able to apply credit to this customer's account to resolve their concerns. There seems to have been a misunderstanding regarding the fact that membership with our service is automatically renewed by our billing system. When this...

occurred, the charge for membership was applied to an outdated form of payment on the customer's account. The customer then disputed this charge with their financial institution, but in light of the situation we were able clear the resulting fee and balance from their account. At this time we have cancelled the customer's account with us per their request and there will not be any future charges applied.

Although we were not able to contact this customer, we would like to use this opportunity to inform them that there requested resolution has been provided. Our records indicate that the customer did in fact make a good faith effort to cancel their account within the allowable window, and we...

have therefor cleared their balance and removed the account from collections. At this time there is no further balance owed, there will not be any future charges, there have been no negative reports made against their credit, and the account has been cancelled in full per the customer's request.

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]

Initial Business Response /* (1000, 8, 2015/10/27) */
We have discussed this complaint with the customer, but have not yet been able to reach a resolution.
The core of this customer's complaint is in regards to the types of leads they were receiving. In cases of tasks that their company does not...

perform or leads from the wrong coverage area, we have no issue with issuing credit for the charges, and in fact have already credited for a good number of them. Where we reach an impasse is that this customer is not named as an owner of the account with our company, and the account is registered under the name of someone who apparently is no longer with the company. In order to move forward with our negotiations, we will need to speak with the account holder themselves. We will be willing to continue negotiations once we are able to reach that third party and still hope to resolve this customers concerns.

Upon receiving this complaint we had already begun an inquiry into this customer's concerns and were in the process of addressing them. Since that time we have informed the customer by both email and telephone message that per their request their account has been cancelled in full with no...

outstanding balance.

Per our original response, we had been waiting on contact from this customer to finalize our arrangements on how they would like to move forward. Since that time we have reached out to the customer again in an attempt to fully resolve this complaint, but have not yet been able to do so. We still remain optimistic that we will be able to adjust their account to settings that will allow them to see beneficial results as a member of our network.

Since our last response, we were able to successfully open a line of communication with this customer. In discussing their concerns, we were able to reach a settlement in regards to this complaint and have since parted ways on amicable terms.

We have made multiple attempts to reach this customer but have not yet had the opportunity to discuss their concerns. The direct contact information for the party handling this complaint has been provided in voice messages to the customer, and we remain hopeful that we will have the chance to...

resolve this complaint.

We were able to reach this customer and have successfully addressed their concerns. We found that there were several misunderstandings regarding this customer's account and the policies that are relevant to this complaint. As such, we have amended the outstanding balance that was associated with...

this customer's account and 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.  Additionally, I am requesting that HomeAdvisor (HA) delete my account from there system so that my company no longer receive emails or receive any unwanted contact from (HA).  I will expect $287.99 refund.
Sincerely,
[redacted]

In discussing this complaint with the customer, we were able to determine that there had been several misunderstandings regarding core aspects of membership with our network, specifically in relation to our service as a form of advertising against the idea of guaranteed jobs. As a form of...

advertising, we cannot and do not guarantee any specific amount of jobs as a result of our lead generation, but rather that members of our network will obtain the contact information for potential customers that have expressed an interest in their field of expertise. We maintain that over time, members of our network will generally see a net positive return on investment as a result of leads generated through our service. In this case, we were able amend the outstanding balance associated with this customer’s account and have cancelled it in full per their request.

Upon review of this customer's account we were able to determine that the customer made a good faith effort to cancel their account within the allowable time frame to receive refund, and we would like to use this opportunity to inform both the customer and the Revdex.com that the requested resolution has...

been provided. At this time, given that the customer has already received their money back by way of chargeback, we have wiped the resulting balance on their account and cancelled the account in full. There is now no further money owed, there will not be any future charges, and there will not be any negative marks against the customer's credit. We would also like to apologize for any confusion and/or frustration that resulted from this situation and wish the customer all the best in the future.

Although we have yet to speak with this customer by phone, we have sent an email that confirms a resolution has been provided regarding the balance that was associated with the customer's account. At this time the customer's account has been cancelled in full per their request, there is no further balance owed, and there will be no future charges.

While we were unable to locate this customer's account using the information provided in this complaint, we reached the customer via email whereupon we were informed that their concerns have been resolved. Because of this we are currently unable to provide any further information regarding details...

of the situation, but should the customer have any future questions or concerns they are always free to reach us directly through the email address previously provided to them.

Final Consumer Response /* (2000, 6, 2015/08/05) */
Home Advisor has issued credits now and it seems like this situation is resolved.
Thanks

I received a credit called an educational credit not related to the lead.  They did not call us. They have not personally contacted us either on the phone or via email with a supervisor as promised, nor as told to the Revdex.com. They have broken contract with their ignoring of our requested support. I require contact for my thousands of dollars. No contact means I expect a FULL refund of our annual fee.

Prior to receiving this complaint, our Customer Service department was able to work with this customer regarding their outstanding balance and removing their account information from collections. We were able to reach a settlement with the customer regarding that balance, and at this time their...

account has been cancelled in full per their request.

Complaint: [redacted]
I am rejecting this response because: homeadvisor has yet to refund my money, although they stated that they did. they contacted me via email (both attached) and made absolutely no mention of the time layover of another 10-15 business days. thats going to be OVER 40 days they tied my money up, after having lied about the stop payment, refund time, accounting department review, and actual refund time. this is a disgustingly immoral/illegal abuse of my personal banking information, and as someone who doesnt earn alot of money and therefore doesnt fit into their business model it is just wrong. also, they did not make any sort of apology or even attempt to do so. I did business with them for over 2 years and paid them THOUSANDS of dollars. theyre not stupid and they didnt make a mistake, they are well aware of exactly what they are doing/have done. 
Sincerely,
[redacted]

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,
Jeffrey [redacted]
 I was contacted by home advisor John [redacted] on 4-6-18 and have come to a settled agreement thank you for you help  sincerely Jeffrey [redacted]

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns. We found that the customer made a good faith effort to cancel their membership within what they understood to be the allowable time frame to receive a refund, and as such a settlement...

has since been reached. At this time the account has been canceled in full per the customer's request and we have since parted ways on friendly terms.