HomeAdvisor

In speaking with this customer and reviewing our records, we were able to determine that our service was not an adequate fit for their business needs, and as such, were able to reach a settlement regarding their concerns. At this time we have instructed our collections agency to issue a refund for...

the amount paid by the customer as a result of this situation and have cancelled the account in full per the customer's request with no further balance owed.

We were able to reach this customer and have addressed their concerns. We found that there were some issues regarding the geographic location that their leads were originating from, but that they had been credited prior to us receiving this complaint. Given the issues that the customer experienced...

very early in their membership, we have reached a settlement with the customer and have parted ways on amicable terms.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

As stated in our original response, after receiving this complaint the party handling it made multiple attempts to reach this customer that went unreturned. That being said, in the effort of resolving this complaint we have wiped the remainder of the balance in question, there will be no further charges made to the customer's account, and it has been cancelled in full as instructed.

Initial Business Response /* (1000, 5, 2015/10/20) */
We have spoken to this customer and have addressed their concerns. We found that there was indeed an error in getting their account set up, specifically regarding their coverage area. In an effort to part ways on amicable terms, we have wiped...

their balance and will be ceasing all activities regarding collections.

Per our terms and conditions, our service does not make any guarantee that service providers in our network will be able to make or meet an appointment, and as service providers are not employees or agents of our company, we do not have any regulatory capacity with which to force them to do so. That...

being said, once appointments are made we make multiple attempts to ensure that they will be kept. We also attempt to facilitate communication between the homeowner and the contractor and keep logs of contractors' track record with meeting vs. missing appointments; too many missed appointments will result in the contractor's removal from our Instant Booking program. While we do apologize for the inconvenience that this consumer experienced, we are considering this matter closed.

Prior to receiving this complaint, our customer service department was able to discuss, address, and reach a resolution with this customer. At this time a refund has been provided to the customer for certain charges in question and their account with our service remains active.

We have been in touch with this customer and were able to resolve their concerns. We had a productive conversation regarding the nature and policies of our service as they relate to the customer's specific industry and the challenges thereof, and as a result, we were able to reach a settlement....

Credit was provided to their account, the account was closed per their request, and we have since parted ways on friendly terms.

Although we have not reached out directly to this customer, we would like to use this opportunity to assure them that their customer loyalty check has been processed and issued since the time of this complaint. While we do apologize for the delay posting the reviews in question that were necessary...

to ensure this customer's eligibility for this promotion, we do not make any promises and/or guarantees in regards to turn around time on the issuance and subsequent arrival of these reward checks.

We were able to reach this customer and and have successfully addressed their concerns. We found that there had been confusing regarding the billing structure for our service, specifically it relates to the lead generation aspect of membership. As the customer made us aware of their concerns within...

the allowable time frame to receive a refund, their charges have been reversed and their account cancelled as requested. At this time we have parted ways with the customer on amicable terms.

Prior to receiving this complaint the customer's concerns had been addressed and resolved.We have apologized for the confusion stemming from this matter, credit has been applied to their account, and at this time the customer's account remains active.

Prior to receiving this complaint our customer service department was able to contact this customer and explain that their customer loyalty reward check had already been mailed. While we do apologize for any perceived delay in this process, we do not make any promises in regards to turn around time...

on the issuance and subsequent arrival of these checks to qualified customers.

Although we were not able to make contact with this customer, we would like to use this opportunity to inform that their desired resolution has been provided. Upon reviewing their account we found that the customer had made a good faith effort to cancel their membership within the allowable...

time frame to receive a refund. We have since processed that refund, there will not be any future charges, and their account has been cancelled per their 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. However, 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]

We have made further attempts at reaching this customer without success; the direct contact information for the party handling this complaint has been provided to the customer in multiple emails, and should we receive any return communications from them we will provide an update as warranted.

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 closed. Since 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 made. At 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.

Due to the nature of this complaint we have not reached out to this consumer, but we do have information to provide. The check-box option in our service request process regarding "free project information" is for our mailing list which provides information on home improvement projects in general,...

and is not meant to be construed as a request not to be matched with local service professionals. By completing and submitting a service request on our site, homeowners agree to our terms and conditions that contain clear language indicating that they will be contacted by the professionals that they are matched with. Should the consumer wish not to be contacted, they are always welcome to browse our directory of screened and approved contractors in their area. We apologize for any inconvenience that resulted from this situation and wish this consumer the best of luck in fulfilling their project needs.

Prior to receiving this complaint our customer service department was able to contact this customer and attempted to address and resolve their concerns. During that call, our representative explained to the customer that during the life of their account a substantial amount of credit had been...

applied, and although we were willing to offer a partial refund, a full refund as demanded is not warranted. Although the customer did not confirm that our offer would resolve their resolve at that time, we have since followed through on that offer on our own volition and the partial refund as discussed should appear on their statement within the next 15 business days. The customer's account has also been cancelled in full per their request, there will be no future charges, and we are at this time considering this matter closed.

In reviewing our records, we were able to determine that the situation described in this complaint occurred in 2013, and at that time the concern of receiving leads for fencing were promptly addressed and the customer received credit for the leads in question. Following that situation, the...

customer's account was properly profiled for the roofing leads that they originally requested. The customer later cancelled their account with a large outstanding balance. This issue resurfaced when our company received contact from this customer inquiring about rejoining our network. They were at that point informed/reminded of the balance that was left over from the former account. While we would entertain negotiating some sort of balance regarding that balance should they decide to move forward with returning to our network, at this time we have no reason to consider that balance as anything other than valid.

Initial Business Response /* (1000, 5, 2015/07/27) */
We have been in touch with this consumer several times to discuss this complaint, but have found that the contractor they hired for their project was referred through another business. When that contractor reached out to this consumer, he either...

knowingly or mistakenly said that he had been referred by our company. This contractor is not a member of our service, but we have contacted the company that facilitated the initial connection of two parties in the hopes that they will be able to address this consumer's concerns.