HomeAdvisor

Complaint: [redacted]
I am rejecting this response because:I was never given a full refund for being lied too
Sincerely,
[redacted]

This complainant is a party other than the ones involved in the situation described in this complaint. As this complainant has no association with the concerns at hand, we have not contacted them directly, but we have been in touch with the party who originally brought their concerns to our...

attention. Since receiving this complaint we have made further contact with the latter party, and are at this time awaiting further documentation regarding their dispute in order to continue our investigation and bring an amicable resolution to their concerns.

We have been in touch with this customer, were able to address and resolve their concerns, and at this time we can confirm that their account has been closed with no further balance owed and that no collections activity was pursued.

When this complaint was received our customer service department was already working to address and resolve this concern. Since that time a refund has been provided and the account closed as requested.

Complaint: [redacted]
I am rejecting this response because:  I am working with Home Advisor and [redacted] to resolve the issue, it has not been completed yet.
Sincerely,
[redacted]

We have been in touch with this customer and were able to address their concerns.Our customer service department was able to reach a settlement regarding the balance associated with the account, and at this time we are awaiting contact from the customer to provide a new form of payment to bring the...

account to a full resolution.

Since receiving this complaint our customer service department was able to contact this customer and a settlement arrangement was made in regards to the funds in question. Credit was applied to the account, a final payment was made, there is no further balance associated with the account, and...

the customer's membership has been cancelled in full as requested.

Due to the nature of this complaint we have not been in touch with this consumer, but would like to apologize for any unwanted contact that they have received from our company.We have honored the consumer's request to be placed on our Do Not Contact list and would like to assure them that they will...

not receive any further contact regarding our service. We would also like to note that we hold our sales representatives to a higher level of professionalism than what has been described in this complaint and this situation is being reviewed and addressed by our management team.

We have not yet had the opportunity to speak with this customer as additional research is necessary in order to fully understand their claims. While we categorically reject the idea that all of the leads generated to this customer's account were not valid, we are in the process of conducted an audit...

on the leads provided to them and will be following up with the customer next week.

We have made multiple attempts to reach this customer but have not yet been able to contact them regarding their concerns. The direct contact information for the party handling this complaint has been provided in a voicemail and we remain optimistic that we will be able to resolve this complaint on...

amicable terms.

Prior to receiving this complaint, our customer solutions team attempted to address and aid this consumer in resolving their dispute with a contractor through our established problem resolution process. While a verbal settlement was reached with the customer over the phone and documents were...

provided to the consumer to finalize their agreement, the document was never returned to us with the consumer's signature. As the latter is necessary to proceed with the agreed upon arrangement, we are currently awaiting that documentation, and once received we will be able to move forward with their concerns.  We would also like to note that at this time the contractor in question is no longer a member of our service provider network.

In speaking with this customer and reviewing our records, we were able to determine that there had been some confusion regarding having this customer's leads turned off for and extended period of time versus cancelling the account in full. As a result of this confusion, the customer's lead...

generation resumed along with the related charges after a three month period of inactivity. We found that the customer was diligent in contacting us regarding this concern as soon as they were aware of it, and we have since reached a settlement for the resulting charges. At this time the customer's account has been cancelled per their request and we have parted ways on amicable terms.

Our records directly refute this customer's claim that they were not contacting the leads that were provided to them, and we can furthermore confirm that the customer was able to land and complete jobs as a result of those leads. We would also like to clarify that per our terms and conditions, the...

leads generated through our service are never sent to more than a maximum of four different service providers.In light of our documentation that includes this customer attesting to an entirely different story than what is represented in this complaint, we are resolute in our stance that the entirety of their outstanding balance is valid, and as such, we are currently considering this matter closed.

Initial Business Response /* (1000, 5, 2015/12/17) */
We have been in touch with this customer and were able to address their concerns.
We found that it was quite apparent that there had been no activity on the account since February, the date stated by the customer, and that we were notified...

as soon as the renewal fee for our membership was processed. Given the confusion that took place in regards to membership renewal, we have reached a settlement with this customer and have parted ways on friendly terms.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Per our original response the listing in question had already been pulled from our directories, and due to a lack of communication from the owner of the account in regards to this situation their account has been since been cancelled in full. As such, we are considering this matter closed.

Upon review of this customer's account we were able to determine that there was in fact some confusion regarding the continuation of their account after the free leads had been applied. Given this situation along with the fact that the customer has previously been a long standing and reputable...

member of our service we have since applied to resolution as requested in this complaint. There is now no further balance associated with their account, there will be no future charges, and the account has been cancelled in full as requested.

In reviewing our records and speaking with this customer, we were able to determine that there had been some confusion regarding the timing that leads would begin generating to the customer's account. This lead to concerns surrounding billing which we were both able to discuss and resolve. At this...

time a settlement has been reached, the customer's account has been cancelled per their request, and we have since parted ways on friendly terms.

Due to the nature of this complaint we have not been in touch with this consumer, but would like to apologize for any unwanted contact that they have received from our company. We have honored the consumer's request to be placed on our Do Not Call list and at this time would like to assure them that...

they will receive no further contact from our service.

Prior to receiving this complaint, we found that our Customer Service Department has already addressed this customer's concerns and that a refund had been provided. We found that there had been a delay in the customer reaching the correct department to discuss their situation, and were able to cover...

our billing cycles and various other details of our service. At this time we have determined that our service was not a good fit for this customer's company and have since ended our professional relationship.

Initial Business Response /* (1000, 5, 2015/07/16) */
After investigating this matter, we did not find any reason that their review should not have been posted in when we first received it. We do not show preference to any party, neither contractor or homeowner, when processing the ratings and...

reviews that we receive. We found that this review was not processed correctly on our end, and have thus corrected that mistake.
At this time, the review this homeowner provided us about their contractor appears on that contractor's profile page. Though we have not been able to speak with this homeowner directly, we have sent an email confirming this development.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Home Advisors published my contractor review which is all that I was asking