HomeAdvisor

We have been in touch with this customer and were able to bring their concerns to a resolution.We found that there were some technical issues with importing reviews from their previous customers to their profile page, as well as a misunderstanding in regards to our credit system and how credits and...

refunds are applied. We were able to reach a settlement regarding the balance on their previous account and have since parted ways on amicable terms.

We have been in touch with this customer and were able to have a productive conversation regarding their concerns.We were able to clarify certain policies, are working toward adding additional reviews to the customer's profile, discussed adjusting their account settings, and have applied credit to...

their account. At this the customer remains an active and valued member of our service network and we look forward to a successful business relationship.

We were able to reach this customer, discussed their concerns, and were able to reach an agreeable resolution to the balance in question. We 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.

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

Our customer service department has been in touch with this customer on multiple occasions in the pursuit of fully addressing their concerns regarding our refund process and procedures. Although we have not made further attempts to contact them since this complaint was filed, we do have information...

to provide. As this customer had initially cancelled their service within the allowable time frame to receive a refund, a refund was provided at their request. Unbeknownst to our company, however, the customer also filed a charge reversal with their financial institution that resulted in the customer receiving their funds back twice over. This in turn resulted in an outstanding balance, and although the customer has insisted that their charge dispute was reversed, our Accounts Receivable department has received no such communication from the customer's financial institution to confirm that this is the case. Given these circumstances, until the balance in question is paid or the dispute is reversed by the customer's financial institution, we must consider the outstanding balance associated with their former account as valid and we are otherwise considering this matter closed.

Initial Business Response /* (1000, 5, 2015/09/29) */
We have been in touch with this customer were successfully able to address their concerns.
We explained and clarified several aspects of both our billing and credit processes, as well as cleared up the parameters by which our terms and...

conditions define a valid lead. In order to move forward, we have agreed to a partial refund. At this time the customer remains a member of our service.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I disagree with some of the parameters of their qualified leads, at least now I know what those parameters are and am willing to give them another chance.

Initial Business Response /* (1000, 5, 2015/06/22) */
We have had two brief conversations with this customer regarding their account and concerns.
Though we were attempting to reach an amicable resolution on an internal level, this customer explained to us that they had disputed the charges...

relating to their account through their bank. At this time, we have yet to receive confirmation of this action from the customer's bank, so at this point we will wait to receive such communication before moving forward.
Regardless of what communications we may receive from this customer's bank, we feel as though we have upheld our end of the professional relationship given that this customer received several appointments for estimates and has also won at least one job through our leads. We will continue to monitor this situation and provide updates as events warrant.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't except the response because the company is still stealing money from people. I did get one lead but 386.86 is what they took for the lead. Like I said before they charge for leads that don't answer or have voicemail setup. They also stole the money from my account which was not authorized. By doing that my account was negative and [redacted] tell lies to get a sell. I will also go further on this and I have other people as well willing to talk about this scam. Close to 800 complaints aren't for nothing. I want the money for suffering and putting my account in a negative
Final Business Response /* (4000, 14, 2015/09/09) */
We have not had any further communication with this customer regarding their complaint as the last time we spoke we were informed that they had received charges back from their bank and considered the matter closed.

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 concerns. Professional 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 accordingly. We 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 offices. We 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.

In reviewing our records, we found that prior to receiving this complaint our customer service department was able to reach and address this consumer regarding their concerns and performed our established Problem Resolution process. After conducting research into the matter and attempting to contact...

the contractor involved, they were unable to mediate an amicable resolution between this consumer and the contractor they had hired. Our efforts in this matter were stifled by lack of communication from the contractor in question, and as the contractor ceased contact with us early in this process, they have been removed from our network and will not be eligible for re-enrollment. We were not provided any documentation by the consumer that detailed their agreement with the contractor, and therefor have at this point referred the consumer to outside resources to pursue any further damages.

We were able to reach this customer and had a productive conversation regarding their concerns, their account, and how we will be able to better serve their business needs moving forward. At this time the customer remains an active member of our network, we have scheduled a followup call to readjust their account settings, billing structure, and to gather information for additional ratings and reviews to their profile, and we look forward to a successful relationship with the customer moving forward.

While we have received return communication from this customer in response to our attempts at reaching them, we have not yet been able to discuss their concerns. At this time we remain confident that we will be able to discuss and resolve this complaint with the customer and will update our response...

once that has occurred.

We have been in touch with this customer and are currently awaiting further communication on how they would like to proceed with their account; we have apologized for any confusion that resulted from our autorenewal policy for membership with our service, a refund has been provided, and we are...

currently discussing the possibility of the customer reactivating their account. At this time we remain optimistic that we will continue to be able to count this customer among our valued network members.

Complaint: [redacted]
I am rejecting this response because:  As stated I paid a $385 yearly fee for there services. I didn't receive any services that were real I was only receiving there fake leads for a few months and then demanded that the bogus membership be terminated.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/03) */
We were able to contact this customer and address their concerns.
We have found that there may have been some miscommunications during both the sales process for this account, as well once they became a member. Included in the confusion was...

credits that we formally gave to our customer for referring other customers. In order to part ways on amicable terms and take care of a customer that is still with us, we have issued both the customer in this complaint and the company that referred them the credits that they should have received, as well as refunded this customer entirely and cancelled their membership.

Initial Business Response /* (1000, 5, 2016/01/05) */
We would like to assure this consumer that our company requires proof of a state license from every contractor in our network that performs any type of task that requires one. That is to say that while a company might categorize themselves as a...

"general contractor" within our network, they will be required to provide the proper state license in order to receive leads for tasks such as plumbing or electrical work. ALL tasks that require a state license to perform are screened and checked prior to a contractor joining our network, as well as if the contractor chooses to add that task to their profile after they join.
Further information regarding this policy can be found at the bottom of our homepage under "Terms and Conditions."
Complaint Response Date bumped because: Data Base Migration
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reply does not address the specific areas of concern I noted in my original request and I want to know if they are included in the "matching" process and/or monitored in any way, shape or form?
Exactly what designated field area(s) on their website is this "match" made
to fulfill their policy on the designations
general contractor, plumbing, electrical
In which they:
"categorize"
"task"
Also, by not disclosing the Applicant and the date(s) of verification the consumer has no way of verifying Home Advisor's claims to have ever done so?

We have been in touch with this customer and were able to address and resolve their concerns. We discussed multiple aspects of our leads, billing, and our service overall, and have apologized for any frustrations that occurred which lead to this complaint. At this time credit has been applied to...

their account and we are pleased that the customer remains an active and valued member of our service.

While we were able to reach this customer in an attempt to discuss this complaint, they informed us that they did not wish to discuss their concerns and did not want to be contacted any further. While we did make it clear that we would continue to be willing to discuss their concerns and work with...

them regarding the charges on their account, at this time we have placed their account on our "Do Not Call" list and removed them from our network per their request.

Although we were not able to reach this customer by phone, we have left a message informing of them that we have fulfilled their request for resolution in this complaint. We found that the customer did in fact make a good faith effort in taking the proper steps within the allowed time frame to...

receive a refund, and at this time that refund is being processed. We have also provided the best contact information for the party handling this complaint should they have any further questions or concerns.

Prior to receiving this complaint, our customer service department was able to contact this customer, apologize for any confusion regarding our renewal policy, and have issued a refund as requested. At this time their account has been cancelled per their request.